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Your question is not something that Upwork Customer Support is needed for.
You should have asked your question in the Community Forum. You would have received simple clear instructions within minutes, explaining how to handle this situation yourself.
Robert Y wrote:
Can you not just refund the money you mistakenly charged your client? You can manually log the time for the $20 to the client you're actually working for.
I believe it's too late to log it manually to the other client, but they can refund it to the client that was mistakenly charged.
As far as CS agents, they actually do follow scripts and it's really to help them avoid personal disputes, because people like to lay into them. They have a finite number of things they can help with directly before they have to escalate it to a ticket.
I will say that customer support has always been pretty responsive and helpful whenever I have needed their help.
I have never heard of CS locking a diary or unlocking it. But it's Sunday, which means the week did end and the work diary should have closed on it's own, and now you can only review it, if I recall correctly. So asking the CS agent to "unlock" the diary so you can make more substantial changes may be out of their power to do.
Amanda L wrote:
I believe it's too late to log it manually to the other client,
It's not. For last week, she has until 12 noon UTC to make any adjustments to the work diary, provided the contract is still open.
Amanda L wrote:I have never heard of CS locking a diary or unlocking it.
Nor have I. I am not even sure it can be done (from their side).
If the contract is still open and active (!) the OP should be able to remove the time (up until 12 noon UTC).
If the contract has been closed, there is nothing support or anyone else can do, the work diary is locked.
Amanda L wrote: But it's Sunday, which means the week did end and the work diary should have closed on it's own, and now you can only review it, if I recall correctly.
The work diary does not lock until 12 noon UTC today (Monday), which is several hours from now.
There was never any need to contact Support,
The OP could have take screenshots of the wrongly logged time, then removed it from the wrong work diary, then adding the time manually to the right work diary, keeping the screenshot in case of queries.
Natalie S wrote:
Precisely my point.
And yes, I’ve never in my many years of up working had any need to message a CS agent about a diary.
This person messaged me! My client sent a quick message saying hey, there’s no work this week but 20 mins are accidentally logged onto on our contract. Can you delete it?
Duh, I think, my error. This was Tuesday. Then I receive a message from the CS agent saying she’s locked the diary (again WTF??) and I should “refund” the client. As we all know, the client isn’t charged anything until Monday. I go to the diary - sure enough locked!! The option to delete time logged has been greyed out since that day, and I haven’t been able to assign the minutes to the correct client, nor have I been able to log work for any other client since that day. Again, that was Tuesday, today is Monday.
I’ve sent multiple emails about the issue since then and she replies with the same script (she’s basically telling me to “refund” the client (it’s time for another WTF?) approximately every 48 hours. If I try to start a new thread (to get a new agent) or ask for a supervisor on chat, I get the redirected to the same agent. That’s why I asked if there was another way.
Like I say: very basic request should have taken two seconds to resolve, now in this cyclic, regurgitative nightmare. And the client now has an invoice they should never have received! (*Palm to face*). Luckily client is understanding, but I’m now one week behind work because of this agent.
Perhaps the client requested that the diary be frozen?
Why would resolving the issue put you one week behind? Did harranguing CS consume all of your time for a full week?
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