How can I contact Upwork support?

[yuvals]

I can't submit my profile and I wish to contact Upwork support - is this possible? 

if not - what should I do?

[prestonhunter]

You are not an Upwork client or contractor. You can't contact customer support.

But you can ask questions here.

[yuvals]

Hi Preston,

My profile is currently "under review", but I got feedback for issues that I have to fix. I already fixed them but the system won't let me resubmit since it asks me to fix (which I did - my profile image as you can see it now)

What can I do if I can't resubmit nor contact support?

Regards,

Yuval

[prestonhunter]

You need to make enough changes to your profile that Upwork's automated algorithm for checking if you made changes is convinced that you made changes.

Then you should be able to submit the profile for appoval, which will be done by humans.

But right now your changes are not registering as "different enough" to get past the computer-based check.

Try making bigger changes, and try changing things in additional fields.

That's my best guess.

[s_sessions]

I am a contractor and no where have i been able to find a way to contact support.I have been searching for a couple of days to try and locate a way to make a request for help on my account.   can you provide the online link to the page that allows me to make a request for help>   the area my requests only show requests that are already in the system and not any way to create a new request.

thank you

Sharon Sessions

[kochubei_valeria]

Hi Sharon,

If you have a general question about how Upwork works or how to use your account, feel free to ask it here in the Community we'll be happy to help and answer your questions or escalate your concerns. Unfortunately, due to the volume of users we are not able to provide all support options for everybody.

[s_sessions]

I need to have my W-9 information deleted so that I can re-do the tax id - I accidentally entered the wrong number and I need to correct that and the only option to do that was to contact support.

So, how do I get this handled?

Sharon

[kochubei_valeria]

Hi Sharon,

Your tax form has been reset so you should be able to go to your Settings and edit it.

[s_sessions]

thank you so much.  it is done

[superwork234]

i have had a client try to hire me on the upwork site and I did not get the invitation.  Can somebody check my account and see what the issue is?

[kochubei_valeria]

Hi Cindy,

I checked your account and don't see any issues with it that would prevent you from receiving invites. Could you please click on my name and send me a private message with information about the client? Do you have a link to the job posting they were trying to invite you to?

[superwork234]

Hi the client canceled her contract previously, and is now re-upping it, or
is attempting to.
https://www.upwork.com/ab/f/contracts/20854385#time%2F20181212%2F20190110

[kochubei_valeria]

Hi Cindy,

I see Upwork team reached out to this client via email back in November about their account. I won't be able to share details about their account here but please, refer them to the notification Upwork team sent to them for more information.

[terrance-collins]

I AM A PAYING conractor and see no way to contact tech support. If there's a way, please reveal it to me.

For the last 3 days, the system can not attach files to my job replies. (It could do so before). I see no facility for DIRECTLY contacting tech support. Participating in wanking session forums is not an acceptable answer.

Yes, I am thoroughly frustrated!!!!

[kochubei_valeria]

Hi Terrance,

You should be able to see options to contact support here or you can use this link to access the request form directly. Please, share more details in the ticket about an error you see when trying to attach files and what files you are trying to attach and the team will address the issue.

[kochubei_valeria · Accepted solution]

Hi Yuval,

Your profile is pretty good and contains an impressive portfolio already. However, it can't be approved at this point because the links you added to your profile description lead to contact forms/information and it's a violation of the Upwork ToS. Please, remove the links and resubmit your profile for a review.

[m_weiler]

I have received an email from UpWork about a contract I am under for which I have not received any of the materials necessary. I tried replying to the email but it immediately sent back that I can't reply. I have been scouring the site to find an email somewhere for the UpWork company itself but have been unlucky in finding anything on how to contact besides forums. Their email said that if the employer doesn't get back to them immediately that I will be subject to paying the money they put in escrow for the project. I have not been paid (since I obviously did no work.... because they sent me nothing) so I don't want to get charged but in order to explain myself I need to be able to contact someone in the company.

Long story short: I need an actual email or something where I can talk to an actual person and solve my issue before I'm charged for something I shouldn't be.

Thanks. -Mallory

[aocumen]

Hi Mallory, 

I can see that the customer support team has been able to assist you. Let us know if you have any other questions! 🙂

[globalebusiness]

Hi,

I just switched from eLance to Upwork today and automatically was upgraded to the paid membership. At the moment we are not interested in the paid option; although I have been able to switch to basic membership but it shows that it will be effective from next month billing cycle.

I have been trying to find an easy way to contact customer service but couldnt find any link of doing it quickly and ultimately came to this forum.

Can any upwork employee look into this and make sure that we are not charged the monthly fee.

Thank you

[kochubei_valeria]

Hi Arsalan,

When you downgrade your membership, the change is always effective starting from the next billing cycle. That's why currently, your membership is Agency Plus and you can check it by clicking to the round picture in the upper right corner, switching to your agency and then going to Settings> Membership & Connects.

Note, however, that since you have more than one members in your agency, you need to have the Agency Plus plan. Otherwise, you will not be able to add and maintain members in your team. 

Also, could you please click on my name and send me a private message with your Elance username. It doesn't look like your account has been merged.

Thank you.

[globalebusiness]

Thank you for responding to my message, what does this mean then please?; will have to pay even though not interested in paid membership and it does not matter if more members are not linked to the profile.

I am also unable to set the profile rate although I have tried to follow the instructions, it only allows me to change my name display and adding skills etc.

Why there isnt an easy way of contacting customer services please? 

Thank you

[kochubei_valeria]

Arsalan, 

Since you cancelled your Plus Membership, you will not be charged for it in the next billing cycle. However, unless you are planning to work on Upwork as a one-person agency, you'll need an Agency Plus Membership.

Since you are currently an exclusive member of your own agency, you'll need to switch to your agency, go to the Agency Roster, select you name in the list and change your profile rate.

We'll also have a support agent follow up with you directly in case you have any further questions. 

[rosb2013]

I'm also unable to find a way to contact customer support. I need help to register a freelancer that I want to hire. The problem is that his request was not approved  (as you can see at the bottom of this message ).

 Can anyone help me out with this ?

Thank you in advance.

**Edited for Community Guidelines**

[petra_r]

---

@Ionel S wrote:

I'm also unable to find a way to contact customer support. I need help to register a freelancer that I want to hire.

---

 There is a way to let them work for you (but ONLY for you, they won't be able to work with any other clients if they have already been rejected) - by using the "bring my own freelancers" function.

However, with those oversubscribed categories it's probably easier to just use one of the established freelancers who are already on the site.

[rosb2013]

Thank you Petra, I'll use that form because I do realy want to work with this person.

Kind regards,

Ionel

[4d6083f8]

I signed up for a client account when I intended to sign up as a freelancer.  I am trying to toggle the account type in settings, but it gives me a warning that I first need to change my address.  I have been over the account settings, profile area and clicked on every possible button.  I do not see any option to enter my address.

Thanks.

[aocumen]

Hi Jason, 

I'm sorry for the delay. Please know that I shared your account information with the Customer Support Team so that they can look into this further.