May 5, 2016 06:54:30 AM by Yuliya S
What is average respond time for Support Team? Is there any special terms, cause my Support manager is ignoring me, i am worrying. One week without any response is ok or not? Please, share your experience!
May 5, 2016 07:06:14 AM by Alexei S
Having the same issue and the same question. Currently have my finances blocked and no response for days.
May 5, 2016 07:28:32 AM by Valeria K
Hi Yuliya and Aleks,
Usually the support team replies to the tickets within 24 hours. However, some cases have to be escalated to other teams for further review and it may take extra time and communication.
Yulia, if your question is general about how certain Upwork features work, I'd encourage you to search the Community. A lot of questions have already been answered and extensively discussed here.
Aleks, we have followed up with the dispute team about your case and they will update you as soon as possible.
Thank you.
May 5, 2016 07:31:04 AM by Yuliya S
I spent many hours in Community, trying to find answers on my questions. Unfortunately, it is imposiible. Does your answer mean that i have no hope to get answer from Support Team?
May 5, 2016 07:38:20 AM by Kaylin C
I have sent several support tickets in the past, and the average turnaround time ranges from 24 hours to not being responded to at all. Their customer support is extremely inconsistent.
I've found that the quickest way to get any kind of answer is using the live chat feature.
May 5, 2016 07:49:42 AM by Valeria K
Yuliya, I followed up with the team and they will update your ticket as soon as possible.
You can also check these threads View> View> View> as well as this help article.
May 5, 2016 07:53:49 AM by Tiffany S
Yuliya, if it's not a confidential issue, why don't you tell us what your problem is? There are some freelancers here who have been around a long time and have a lot of experience who may be able to help you more quickly.
May 5, 2016 07:58:09 AM by Yuliya S
It is not confidential, i asked many questions here, but the truth is - that nobody knows answers. I asked Support Team many times, but their response is general Ctrl+C and Ctrl+V from , so i asked them very detailed questions... however still waiting for answers(
May 5, 2016 08:15:31 AM by Preston H
May need to try again here in the Forum. The knowledge and understanding of the Forum vastly exceeds that of any particular customer support person you will encounter.
May 5, 2016 09:12:06 AM by Tom R
@Preston H wrote:May need to try again here in the Forum. The knowledge and understanding of the Forum vastly exceeds that of any particular customer support person you will encounter.
Which, in itself, is a sad.
Mar 3, 2023 09:26:39 PM by Emmanuel T
Hi Valeria,
How long does it take to get response from a case "escalated for further review"? I have been waiting for about a week now. No response.
I saw a response at the lower part of this post that state that you might have to wait for months. How true is that?
Mar 3, 2023 10:19:32 PM by Joanne Marie P
Hi Emmanuel,
I checked your account and saw that there is already an open ticket that has been escalated to the appropriate team. Please allow them time to review and provide an update on the same ticket.
Mar 4, 2023 01:28:02 AM by Emmanuel T
Thanks for your response.
On an average, how long do I need to wait?
I have been waiting for a week!
Mar 4, 2023 08:17:08 AM by Annie Jane B
Hi Emmanuel,
Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. In general, our support team responds in 24-48 hours, but due to the higher volume of requests, there are delays. Rest assured the team will address your concerns and questions in the ticket as soon as possible.
Mar 4, 2023 08:44:23 AM Edited Mar 4, 2023 08:45:34 AM by Emmanuel T
Hi Annie,
This is the last response I got:
""""Hi,
Thank you for your reply and I am sorry for the inconvenience.
Please be advise that we have escalated the case to our supervisor for further review. Kindly wait for his response.""""
It's been way over 48 hours since I got that response. Is there a timeframe for receiving a response from a supervisor? Can I expect any response from a supervisor on weekends, or do I have to wait for the weekend to be over?
Below is a screenshot of the date the ticket was created. It is taking too long to get responses and get things sorted. I check my email almost every minute, hoping to get a response. I need to have an idea of when to expect a response instead of just checking every time/every day without getting anything.
Thanks!
Emmanuel.
May 5, 2016 09:14:58 AM by Signe J
Response time is generally 24 hours. When you do get a response, the message usually says, "Your issue is more complex so we are excalating it." And then weeks or months will go by before you get a real response. Sometimes (actually, often), you never get an actual response.
Sep 18, 2021 10:04:47 PM by Brett F
I know it's been years since this was discussed, is this still the case?