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Discrepancy w/weekly limit on time tracker & work diary. Need help! Live Chat support isn't working!

 Upwork Support isn't working for me.  I had a problem with being unable to access live chat a while back (see this thread: https://community.upwork.com/t5/Freelancers/Upwork-Support-isn-t-working/m-p/528904#M322368). I was asked to carry out an extensive and time-consuming process to troubleshoot, but I wasn't able to do so because I was pressed for time. The issue that I needed help with resolved itself within an hour or so, so I forgot about it. Until now.

I am now having a major issue that I need to resolve, and I'm once again unable to access live chat. This time, the problem is more extensive -- I can't get past the "support bot" stage, which is utterly worthless for answering questions about a specific contract.

My client originally set the weekly limit for our job at 5 hours/week. I was approaching the limit, so he increased it to 7 hours/week -- I'm not sure if that was before or after yesterday's update. My problem is that the time tracker is recognizing the new limit, but my work diary is flagging everything beyond 5 hours as over the limit. I'm nervous to keep working because I want to be sure I get paid, but I also can't delay the job. I'm leaving on a 2-week holiday tomorrow morning and have vowed not to work while I'm gone, making it a true vacation. I promised the client I'd finish the project before I go, but this is putting a major wrench into that plan and I can't talk with the support team to get any assistance, and I can't ask him to wait 2 weeks for the last little portion of the job to be completed. 

Please help! See attached screenshot -- it clearly shows the discrepancy. 



Community Member

Ugh! How frustrating. I would assume it is just a lag between the two "programs" talking to each other and do the work. But I know you'd prefer to have a more definitive answer. Hope you were able to finish up so you can enjoy your travels stress free. 

Community Member

Worst case scenario, I can log the time after 7 pm tonight since Upwork is on UTC and the week resets then. But still, that's not ideal...

Community Member

So...it turns out that everything looks fine when viewed in local time rather than UTC. I have no idea why that makes a difference since the time was increased before the hours were logged, but I guess it doesn't matter. At least I can see that the hours *are* being logged properly and can take screenshots to prove my case if I need to. 🙂 

Also, chat support is working again. Thank goodness for that. 

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