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marietterussell
Community Member

Contacting Tech Support

Hello all you wonderful freelancers!

 

I need to raise an urgent ticket with Upwork support but am not able to find anywhere to do that anymore and the BOT does not understand. Is it no longer possible to have a chat online with someone from Tech Support? How do I report an issue?

 

Thank you for any help with this, much appreciated.

Mariette

9 REPLIES 9
prestonhunter
Community Member

Mariette:

Everyone who participates in this Forum is a live person.

What is your question? What do you need help with?

g_vasilevski
Retired Team Member
Retired Team Member

Hi Mariette,

 

We have various support options available 24/7 not only during U.S. hours. A user can access support options available to them by clicking Get Help button on this page and providing some information about their account and issue. If you have any issue you need assistance with, let us know and we'll be happy to look into it or connect you with the team that can assist further.

 

You can also share more details with me here or via PM (click on my name) about the problem you're experiencing and I will escalate it further. Thank you.

~ Goran
Upwork

Hi Goran and thank you!

 

I have been on that page for 40 minutes and have not been able to speak to someone online like you used to?

 

I need to report an issue that has been recurring since the end of 2020. My profile does not appear on searches. This has been solved 3 or 4 times previously but it is happening again. I have a client account I use to search to see if I appear on search results and I carried out several searches yesterday and I am not showing up on any.

 

You can carry out very specific searches for freelancers these days, which I think is wonderful but I was very sad to see yesterday that I am not appearing on searches I should be listed on because I have all the required skills being searched for. Surely ALL freelancers that match criteria should appear on something you search?

 

I did get an invite last night from an Upwork Talent Specialist, but he was looking for someone that does not do what I do, so am terribly confused.

 

I have a video of one of my searches I did yesterday, can I upload it here? Can you raise a ticket for me? the last ticket I have on this issue is 31205314.

 

Thank you to you and everyone else that has replied, hopefully, we can get this resolved as I have had no invites in ages and will soon be showing up as "rising talent" : (

 

My best

Mariette

 

My best

Mariette

re: "I need to report an issue that has been recurring since the end of 2020. My profile does not appear on searches. This has been solved 3 or 4 times previously but it is happening again. I have a client account I use to search to see if I appear on search results and I carried out several searches yesterday and I am not showing up on any."

 

You may search for information about profile search here in the Forum.

 

You may post questions about search here.

 

You should understand that Upwork search rotates results. It doesn't work like Google search.

 

You should not search for yourself. Doing so is a rabbit hole.

 

You should not contact Upwork Customer Support about this.

Hi Preston

 

Thank you for your reply. I have done that in the past but not found anything. Upwork support have always been extremely helpful and have always solved the issue.

 

This started on Friday when I was having a meeting with a long-term Upwork client. I recently asked him if I could use his deck as a sample on my profile and he agreed. I also added his work to a video on my profile and he wanted to see it. He then carries out a search for my name with surname, nothing. Then my name with initial - nothing. Then he did a search for me using a very detailed spec and... nothing. I was very surprised by this. In the end he said - oh I did put you in my favourites and that is how he found my profile.

 

That is why I did some searches myself on Sunday. I did not appear anywhere. I can understand that before when you could not specify so much criteria, there was an algorithm that varied profiles shown. Yesterday I got 2 pages of freelancers on my search of specific skills. That was not a lot of freelancers on a platform with so many freelancers available. 

 

Why should it be a rabbit hole to search for specific skills to see where you are landing on searches? Upwork support has acknowledged they found issues which they have fixed, why can I not ask them to help me again when they have helped me before?

 

Thank you again for your kind help : )

 

Mariette

Hi Mariette,

 

I just checked your account and confirm that everything is working as designed. Please keep in mind that freelancers in search results are shown on a rotating basis.
I would also like to clarify that freelancers and clients have different search filters. However, feel free to share your video with me via PM (click on my name) as well and our team will double check it. Thank you.

~ Goran
Upwork

Hi Goran

 

I hope this finds you well! I am sorry to tell you that the problem remains.

 

I have been in tears this morning because no one will help me with this issue. Again, an Upwork client wants to recommend me to a friend of theirs and they are unable to find me on Upwork.

**Edited for Community Guidelines**

__________

 

That is two clients experiencing this within the past week. I continue to receive zero invitations when previously I used to get quite a lot.

 

Am I being "disappeared" off the platform? Why will no one believe me that this is a grave problem and help me with it?

 

My kindest regards

Mariette

Hi Mariette,

 

Our team will reach out to you via ticket and will assist you further with your profile.


Regarding your client, if they are not signed up on Upwork they will not be able to view your profile even if you have shared your profile URL with them. The reason for this is because your visibility is set to Upwork users only. Thank you.

~ Goran
Upwork

Thank you Goran, I really appreciate it. I don't know if the "client to be" is on Upwork. I have now sent them both my personal BYOC link as well as my standard profile link so they can connect.

 

My best to you and thank you again.

Mariette

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