Solved: Re: 2 issues related a client suddenly being ... - Page 21

Joanne P · ‎05-06-2021

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

Andrea G · ‎09-28-2021

Hi Ronnie,

There are two reasons why your contract may be paused:

Your client has decided to pause your Hourly Contract: If no work needs to be done at the moment, clients can temporarily and immediately pause a contract. This prevents hours from being logged on the contract, without the need to end it, until you are ready to proceed with the next part of the project.
There is a problem with your client’s Upwork account: In this case, your contracts with them will be paused automatically 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.

You can check out this help article to learn some tips on what you can do if your contract is paused.

Update:

This thread has been closed from further replies due to its size. We appreciate your participation in the Community and welcome you to continue the conversation on this new thread.

~Andrea

View solution in original post

Augustine N · ‎03-12-2023

Hello Avery O, Upwork Team,

How long would it take for this paused case to be resolved, I have waiting for some days now. How soon will this be resolved?

I appreciate your response.

Luiggi R · ‎03-12-2023

Hi Augustine,

I'm afraid we're unable to disclose when would the issue with your client's account be resolved. As previously mentioned, we can't share the specifics of the issue in question for privacy reasons. Only resume working on the contract once you see that the hold is lifted. Feel free to visit the help article Avery shared earlier if you'd like to learn more.

~ Luiggi

Nahid Hasan N · ‎03-21-2023

Hello‚

I worked with a client a few months ago the job was successfully completed and he paid me. But the contract was not closed. I went to close the contract today and found that Upwork is investigating the client's account and he has been suspended and I was told by Upwork "please do not resume work until the contract is active again". I don't know why he was suspended. However‚ my question is that I can not close the contract? Because the job is done and he paid me.

Thanks

Arjay M · ‎03-21-2023

Hi Nahid Hasan,

Thank you for reaching out to us. 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.

However, since you're all set with this contract. You still have the option to End the Contract by following these steps:

Go to My Jobs
Click the contract's title
Select the (...) options menu
Click End contract

Let us know if you need further assistance.

~ Arjay

Nahid Hasan N · ‎03-21-2023

Thank you so much

Satoshi A · ‎03-25-2023

Hi there!

A client contacted and asked me to urgently finish a job. He set up an hourly contract. Then, I used Time Tracker and took 3 hours to finish it.

The next day, he asked me another urgent job. I was outside without my laptop. We agree to add manually my working time later. So I finished it with my phone. When I came back home, I was not able to add the time because my clients was suspended.

If anybody here has a similar experience, I'd like to have your advice.

1. Can I get paid for the finished work recorded with Time Tracker?

2. How can I manually add my working time and get paid after my client is sddenly suspended?

Thank you in advance!

Satoshi A · ‎03-25-2023

I found answers on my own.

1. Yes. I can get paid if I'm qualified wih Hourly Payment Protection (https://support.upwork.com/hc/en-us/articles/211068288-Hourly-Payment-Protection).
I think I'm qualified but I'm not sure whether I can get paid as the normal payment.

2. No. Working hours added manualy is not protected. ☹️ From this lesson, I learned that you shoudn't accept/use Manual Time option. I hope the client is honest and fix the issue and pay me.

Jeri B · ‎03-25-2023

If your Client is a recurring user of Upwork, the Client either is a manipulator OR his bank card simply expired or something totally explainable. "Urgent" requests are sometimes a red flag.

Sajal S · ‎03-25-2023

I have observed in my working with client that if you explain them that you are going to add manual hours than they normally approve the hours. I have faced this issue with upwork desktop app and informed client.

I will suggest, best way is to message the client the discussion you had and add the hours once client account is restored. I agree that urgent request that too when you are not carrying your laptop looks slightly strange.

Jennifer M · ‎03-25-2023

You got scammed. Hopefully what you were asked to do wasn't fraud or you won't get paid for the tracked time either. When a client tells you to enter manual time, you should avoid it because he is scamming you.

Contract On Hold