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Chat Support Isn't Working?

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Ace Contributor
Mostafa G Member Since: Jun 19, 2017
1 of 13

Hello,

 

I'm a top-rated freelancer and I was trying to contact Upwork's chat support but the option to chat is not available.

 

Did their work hours change because of Covid-19?

 

Thanks!

 

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Community Guru
Petra R Member Since: Aug 3, 2011
BEST ANSWER
2 of 13

Mostafa G wrote:

I'm a top-rated freelancer and I was trying to contact Upwork's chat support but the option to chat is not available.

 


Usually that happens when they are drowning in Chat requests. With the Payoneer situation and today being Auto-withdrawal day" they are likely completely snowed under.

 

Ask your question here.

View solution in original post

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Ace Contributor
Mostafa G Member Since: Jun 19, 2017
3 of 13

Thank you for the reply, Petra.

 

I just wanted to hide feedback that customer support asked me to wait for 14 days before requesting to hide it again.

 

I can wait, no problem.

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Active Member
Muhammad Azeem U Member Since: Jul 7, 2020
4 of 13

It has been 8 more days since that payoneer and auto withdrawal issue. The chat support is still not there.

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Moderator
Aleksandar D Moderator Member Since: Mar 23, 2019
5 of 13

Hi Mostafa,

 

Our support team is available 24/7. One of our team members will reach out to you directly via a support ticket to assist you further.

Thank you.

~ Aleksandar
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Ace Contributor
Husain P Member Since: Mar 8, 2018
6 of 13
Hi Aleksandar, I am facing the same issue today. Need some assistance regarding unfair feedback from the client. Thanks.
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Community Guru
Preston H Member Since: Nov 24, 2014
7 of 13

Husain, it would be more effective to discuss your problem here rather than try to talk to Upwork Customer Support.

 

That is true for nearly any topic. And definitely true for your situation. Upwork Customer Support is not the "Unfair Feedback Police."

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Ace Contributor
Husain P Member Since: Mar 8, 2018
8 of 13

One of my client left unfair feedback just because he didn't get any reply from the supplier contacts i found for him. Which was not my mistake and responsibility because my task was to just find suppliers contacts but if they are not interested in my client's proposal and not replying to him that's not my fault right? He left unfair feedback just because of this reason otherwise the list i sent to him was accurate and high quality and i delivered more than he asked for.

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Community Guru
Petra R Member Since: Aug 3, 2011
9 of 13

Husain P wrote:

One of my client left unfair feedback just because he didn't get any reply from the supplier contacts i found for him.


Upwork do not interfere with client feedback and your response is doing a lot more harm that the 4 star feedback. Most clients would overlook a 4 star feedback, but you draw attention to it and make it worse with your response.

 

Don't bother contacting Support with that, it wastes your time and theirs. There is nothing about the feedback that violates any terms. If you have your top rated perk available, you can use that to remove the impact of the contract on your JSS. If you don't have the perk available, the feedback stands as it is.

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Ace Contributor
Husain P Member Since: Mar 8, 2018
10 of 13

Hi Petra,

 

I already contacted my client and asked about what went wrong? He said he didn't get any reply that's why he left 4 star feedback and maybe negative private feedback so i immidiately refunded him but i am worried about this feedback's impact on my profile and i belive this is totally unfair behaviour from the client. 

 

If you can see he gave me 3 out of 5 in skills and 2 out of 5 in quality. I still don't understand what is the connection bettween skills,quality and suppliers response. Isn't it violation of Upwork T&C? It clearly states that client's can't leave unfair and false feedback.

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