Saturday I work with this client all day (he had an urgent task), and then the next day Sunday) I wake up to the "Financial transactions for Yelyzaveta have been limited. Please, check your email or contact support" and the contract is closed.
So, I go on to check my mail, and they indeed sent me an email that I cannot work with that client but yet remain the ability to work with others and get paid etc. However, they limited my transactions due to this issue that they cannot name due to security reasons.
Then I contacted live chat support. And they told me that they have no info on the issue, as they have no access to it, as this problem is to be solved by another department (trust&safety team). So live chat agent asked me to go to my ticket and get support in there, which I've done since then.
And at the moment I see the following problems:
1) Except for that one contract, I'll have up to $500+ pending on my account without the ability to withdraw that money. And I believe you guys know that we all do this for a living and actually need that money to survive, you know.
2) I've no idea how long this investigation thingy will take. I've asked multiple times on the ticket as well as on the live chat. No one knows how long it will take. Or the longest it can take. All they keep saying is "We're gathering information, as soon as we're done we'll give you back the ability to withdraw money. You are still able to work on your contracts for other clients". But guess what? I'm not sure it is safe to do so. Cause when I was talking to live chat support today the following occurred:
**Edited for Community Guidelines**
So, guys, there is a possibility that I'll never get my money!!!
Let alone that poor contact, but I have other contract money pending plus they suggest I work on other contracts while this issue is being solved.
3) There is no ability to talk to trust&safety team on live chat, and it takes them forever to reply to the ticket, so we have like 2-3 messages a day which of course isn't helping to solve the issue asap. And what is worse, today they asked me to reach the client for them and ask them to hurry up with the answer to the support. As if this is my job to do so.
4) I've made a little research on this topic and I haven't seen any positive resolutions. The facts are that as a rule all the support does is apologises for inconvenience and frustration and thanks for understanding, but in the end either close the problem after weeks of "investigation" and total refund to the client or never solve it at all.
So, guys, my question is to the community
(not exactly for moderators who work for Upwork), has anyone seen this problem solved before? How long can it take?
P.S. I've seen quite an amount of negative feedback towards Upwork but never got it why people don't like the system. However, now I'm starting to understand the situation.
Solved! Go to Solution.
Your account has already been reinstated. The team will update your ticket with further details as soon as possible.
Thank you for your patience.
Please refer to the notifications our team sent you about a month ago and follow their instructions in order to verify your profile and resume using your account.
Hi! I'm having the same issue and my account was just got accepted and haven't applied to any job post yet because of this issue. I'm wondering why I got on hold since I haven't recieve any email for further information regarding this issue. I really don't have any idea why this is happening on my account. Does this means I need to pay something? I really need help.
Thank you for reaching out to us. I shared your report with the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to assist you further.
I haven't used UpWork in a long time. The last time I did, I paid the contractor in full. Now I have this notice saying financial transactions are limited. I checked the old Yahoo email I used for this service and they have deleted emails from more than 12 months ago (because basically I never use that email). So I have no notice or idea what caused this. I want to hire someone again. How do I fix this problem?
Thank you for your message. I am sorry to hear about the action taken on your account. I see that the relevant team has already reached you via a support ticket here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern.
The financial transaction limit has been suspended but i don't know if i will be able to withdraw my money when the time is due.... i need you to help me understand this please
Hello i had an issue with financial transaction been limited lately now it has been suspended.... but i was told they are reviewing the clients account but i don't really understand if possible i will be able to withdraw my money on due date... i have delivered the project before the transaction was limited and i don't really know how it works if possible i will be able to withdraw my money on due date
I understand your frustration and confusion. However, we won't be able to share details about your and your client's accounts' suspensions here in the Community. The team needs some time to investigate and evaluate whether the hours you logged are covered by the Hourly Protection. They will keep you updated via the open ticket.
Valeria, thank you for your response.
Well, again you say "some time". Sadly, there is no deadline to this investigation thing.
And I'm not asking to share the case publically, but to answer my question about time, cause that is the most valuable resource for anyone.
I'm planning to work and I have the same issue that my financial transactions have been limited. Did I miss something on my account? I don't know if I can start with this error message, I am very hesitant since it's my first time. Can someone help me?
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