Contract On Hold

[h_parashar]

I am new to Upwork. Just two hours after I got offered this contract it's being put on hold.
I wanted to knw whether client has paused the contract or it's because clients account is suspended. I can see suspended written in contract page. Not sure if that means suspended client or suspended contract.

Thanks and Regards

[ericaandrews]

Unfortunately, Upwork only provides 'live support' (via phone or live chat with a human) to Top Rated and Expert Vetted freelancers. There are literally millions and millions of freelancers that 'pass through' this platform, and it would be next to impossible for Upwork to answer phone calls and direct chat requests from all of them.  Until you build up on your reputation/badges on the platform, you have to use the 'get support' / tickets system. We all had to when we first started. However, Upwork is not going to discuss with you issues with a client's account. If she was using a payment method with a 'name mismatch' and then also changed her name on the account after that, she might have gotten flagged as a scammer - because sudden 'name changes' are considered suspcious on here.

[5281842e]

Got it. I'm not sure I totally buy that because there are plenty of other platforms that offer live support chat at least during business hours, but I'm sure it's way cheaper not to.

I've seen a few people mention the tickets system. I am unable to find a place where I can reach out to create a support ticket. Everything seems to funnel back to the help topics page or the Get Support feature. Is there a direct link to where I can create a ticket or email someone?

[williamtcooper]

Michael,

Click the "Get Support' button on the bottom right of your screen. Have a great day!

[5281842e]

William - thank you. When I go through this method I am unable to get anything besides the automated system that loops me back to help topics. I cannot start a ticket or get an email written or anything like that. Any thoughts?

[ArjayM]

Hi Michael,

 If there is an issue with your client’s Upwork account, your contract with them will be paused and you will not be able to continue to bill that client through Upwork until the issue is resolved. There are many possible reasons this could occur, though we cannot share the specifics regarding your client’s account due to privacy concerns.

We advise that you wait for the hold on the contract to be lifted before taking any action or doing any additional work on the contract. For more information, please check out this help article.

[e9ee1153]

For some odd reason, I got a notification saying that my contract with a client got suspended. This all happened after I submitted my work for the agreed payment. Will I still get the payment? Please help.

[williamtcooper]

Christian,

If your contract with a client has been suspended after you have already submitted your work and are expecting payment, you should contact Upwork's Support team for assistance. They will be able to investigate the issue and provide you help in understanding why the contract was suspended and if you are still eligible to receive any payments associated with the project. Click the "Get Support" button on the bottom right of the screen. Have a great day!

[n_calapre]

I received a notice that my contract is suspended. Through inquiry, I learned that the probability is that there is a problem with the client's payment method. I investigate and I found that my client is fake but he is payment method was verified, then I work with him for almost 60 hours, So the question is will I be paid by UPWORK?

[759e32fa]

Hi Noel,

Thank you for reaching out to us. Generally, if there is a problem with your client’s Upwork account, your contracts with them will be paused and you cannot continue to bill that client through Upwork until the issue is resolved. There are many possible reasons this could occur, although we can’t share the specifics regarding your client’s account due to privacy concerns.

It's recommended that you stop working on the contract immediately and get in touch with your client to see when you can resume working, once they've resolved the issue with their account. Please note that any work completed up until the contract was paused is covered by Payment Protection. 

As long as your hours meet Hourly Payment Protection criteria, you will be paid for the time you invoice.

[wlyonsatl]

Noel Immanual C.,

If you followed the rules for hourly contract payment protection you should be covered by Upwork's excellent hourly payment protection. But the lifetime limit for coverage is $2,500 and if any of the hours were booked at a billing rate above your usual rate, you may not be fully covered. And if you worked at all after Upwork notified you there was a problem with your client's account, that work time would also not be covered.

[934f8894]

Yesterday I got my first client, as instructed my Upwork I downloaded the Upwork application I am using a mac book m1 laptop so I installed the app and started the timer after 10min Upwork timer could not take a screenshot as mac book blocked the screen recording of any application, I received a pop up asking to allow upwork to screen record and before I could click on allow Upwork suspended the contract this is completely wrong if mac is blocking screen recording that what can I do and it got suspended in less than 5 sec at least provide enough time to give all permissions of mention in the instructions that do this setting for using on mac kindly help, i raised a ticket but they marked it solved without even giving a reply.

[AndreaG]

Hi Dhaval,

Thank you for reaching out, I would think that these are two separate issues that happened to coincide. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

[3793137b]

Hi Upwork Community team, please help me.

I am disappointed because my client wants to place an order on a new contract, but since yesterday he is having a problem, and he is not able to place his order, I have also attached his screenshot here. And along with this, and I have also received a notification through the mail that your contract is temporarily on hold, what is the problem with this?

I'm waiting for your reply

Thanks

**Edited for Community Guidelines**

[LuiggiR]

Hi Muhammad,

I'm afraid that we won't be able to share the details of another user's account due to privacy reasons. The notification you received regarding the contract with your client being paused means that there's a problem with their account that they must resolve and you should not resume working with the client until the hold is lifted. Feel free to check this help article to learn more.

[chillal-prasanna]

Hello, I was working with a client on an Hourly contract, I worked for like 1:30 hours on Thursday and the rest work should be done this coming week but today the work is showing as suspended by Upwork and the client is not responding, So I want to know if I can still get paid for the hours I worked?

I worked within the Upwork hours policy. Like using an Upwork desktop time tracker and the client's payment method was verified and within all other conditions.

If I can get paid by Upwork hourly protection then how should I raise a dispute on Monday itself about the issue or should I wait till the response from a client?

[759e32fa]

Hi Prasanna,

Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

[chillal-prasanna]

Thank you for the response! Will wait for the support team!

[chillal-prasanna]

hello, Its been 48 hours and i haven't got reply from the support team yet

[759e32fa]

Hi Prasanna,

Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. Rest assured the team will address your concerns and questions in the ticket as soon as possible.

[7dfaa303]

hourly contract got suspened and upwork send me mail to not to work on this project until it fixed i have let the client know about this.. said will look to it but still in the contract it says SUSPENEDED .. but when i go to TRANSACTION history it show that i will get pay on 22 feb for the time that i logged before contract got suspended.. MY CONCERN is about my id getting suspoened for this issue??? do i  have to worry about being my account get suspended and also do i get paid ! as it shows the payment date

[ArjayM]

Hi Md Shariar,

Thank you for reaching out to us. We certainly understand how alarming this incident is for you. Please note that If there is an issue with your client’s Upwork account, your contract with them will be paused and you will not be able to continue to bill that client through Upwork until the issue is resolved. There are many possible reasons this could occur, though we cannot share the specifics regarding your client’s account due to privacy concerns.

Don't worry! This will not affect the status of your account. We advise that you wait for the hold on the contract to be lifted before taking any action or doing any additional work on the contract. For more information, please check out this help article.

[wlyonsatl]

Arjay didn't answer your question.

You will be covered by Upwork's excellent hourly payment protection for hours you correctly booked on TimeTracker before you were notified by Upwork to stop work on the project. Upwork will go through those billed hours with a fine tooth comb to insure their availability for coverage and then send you an email telling you that payment protection will provide you with X dollars to be paid to you. You may not get that money on the usual weekly schedule if the analysis of the hours booked takes time.

[64bdb676]

Hello

My working client account get suspended or paused by Upwork, than what about Active Milestones which i havev already submitted do i get my Escrow?

if yes than how?

Please resolve my issue if its posible and see the screenshort.

Thanks

**Edited for Community Guidelines**

[_rita_]

My upwork contract with client A has been suspended/ put on hold this morning without any clarification or explanation as to why.

I'd like to know if it would be ok to create a Direct Contract in order to finalise the work with this client, as he is on a tight deadline. 

[abhimanyu-bind]

A suspended (put on hold) contract means, there must be some issue with the client's added payment method, through which s/he makes payments to their freelancers! You should have received an email about it specifically asking you to stop working on this project, so, until the client resolves the issue with upwork and the contract goes into active mode again, your payments are not guaranteed in case you chose to work on the suspended contract.

So, you discuss with the client to resolve the issue with upwork so the contract can be restored and working can be resumed.