How to submit a support ticket or get a human to help

[#1]

The chatbotai i pretty much useless. I do not get the link to conatct a human.

I cannot find a way to submt a ticket or request. It is really sad.

Am I the only one with this issue?

How you reach a human?

[#2]

I had the same problem, so I did some research. Not that long ago Upwork laid off their customer service team and replaced them with an AI chatbot. There's not much you can do except use a competing freelancing website.

You can try contacting their corporate headquarters, you can find the number on Google, maybe they can help.

[#3]

Here's how you can reach Upwork Support:

1. Please visit Contact Support and click the 'chat with Upwork button'.
2. Type a question or topic and select 'Send'. The bot will find relevant Help articles for you.
3. The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
4. From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.

[#4]

It used to be like that until a month or two ago. Now the chatbot does not respond to commands like "talk to a human" or "chat with a support agent". It simply loops in circles, saying the same words over and over and over again.

Upwork should really take some inspiration and learn from Swisscom (https://www.swisscom.ch/) how to utilize A.I. properly.

Swisscom has a customer support bot, they call it "Sam". Sam is amazing and a lesson to all other companies in how to automate customer support.

1. Sam tells you it's a bot. They don't hide what they're doing.
2. Sam is optional. You can choose to call human support at any time.
3. If you agree to always try chatting to Sam first they cut you in on the savings, and reduce your monthly bill. The reduction is big enough to be definitely worth it, it's not 10 cents a month or anything like that.
4. Sam escalates quickly and voluntarily if it can't work out how to answer your question. It doesn't try and block you from talking with a person.
5. Sam is astonishingly good at actually answering questions. I don't know what tech they're using for this; it seems like some sort of really souped up LLM with great RAG, maybe. Whatever it is, it works. Several times I've contacted Swisscom support and gone through Sam, and it did in fact solve my problem.
6. All the above is true even though I'm interacting with Sam in English, which is not a Swiss national language.

Truly, this is what a good bot-supported contact experience should be like. Of course in most cases institutions don't do such a good job, and just become frustrating. Bots that pretend to be human, bots that don't seem to know the answers to anything, bots that make it as hard as possible to escalate and of course in the end ... nothing in it for the customer to put up with that. But if Swisscom can do it then other companies can too, there's nothing magical about this use case.

My fear is that after a while we're going to find that most people actually prefer bot driven support experiences, same as how they came to prefer self checkout at supermarkets, ATMs at banks etc.

The world is regressing.

[#5]

Hi Ivaylo. Thanks for the tip. I visited the site and tried the bot - it really is up there with the best. 

[#6]

UPWORK is HORRIFFIC!!! I havent been able to work and their tech support is useless!!! i don't know what is going on!

[#7]

Hi Jorge,

We value each member's journey and aim to provide the right level of support at every stage. For personalized assistance, we invite members who have completed an Upwork Academy course or achieved a revenue milestone to reach out to our support agents. For others, our community forums are a wonderful resource for guidance and answers to common questions, and a moderator can help escalate your question if necessary. This approach ensures effective utilization of our support resources while fostering a collaborative and self-sufficient community environment. Thank you for your understanding and active participation!

We'd be happy to assist you here in the community. Please feel free to post your questions here; we'll gladly help you. If you have private information that you'd like to share, please send me a PM by clicking on my name. 

[#8]

Hi Joanne. I am receing emails from prospective clients asking me to contact them by clicking on their private email addresses. They look like genuine Upwork requests inviting me to click on the green 'reply' button within the message. However the message is not appearing under the 'Messages' Tab. The app tells me 'Conversation not Found'. Is this because they are not legitimate Upwork clients? If so, why are their emails coming to me in the Upwork format?

[#9]

Hi Reina,

Thank you for your message. I checked the job post you were referring to and it appears that it's already been taken down because it was in violation of Upwork TOS. As a result, you are getting an error, 'Conversation not found' while trying to respond to the message. 

Please check out this course for more tips on staying safe on Upwork and please use the flag option found on each job post or message anytime you’d like to report a violation.

- Pradeep

[#10]

Hello,

I need help as I am not receiving the five-digit verification code when trying to submit a job offer.

This is strange because when I activated it in the settings, it worked.

I tried contacting customer support through the chat bot, but that didn't work.

Thank you very much.

[#11]

Hi Martin,

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you.

[#12]

Hi Joanne!

I am experiencing the same proble as Jorge and i would like to reach out to some moderator personally.
Could you help me perhaps ( Cant se message directly button once i click on your profile so i am reaching out this way).

Thank you in advance!

[#13]

Hi Joanne,

I have an urgent issue that I need to discuss with the UpWork support, but I cannot reach the support agent and cannot submit a ticket. When I'm trying to reach the support agent via the Live Chat, I'm only getting the same generic responses from the bot and we are going circles in the loop and there is no way to get the response from the agent. When I'm opening the link suggested by the bot to open the support request, there is no way to submit the support request and I only see the text "To elevate your support experience and outcomes on Upwork, consider completing our introductory learning path". I have spent the time and completed all the learning paths that are present onthe UpWork academy and all of them are marked as completed, but I still cannot reach the support and cannot submit a support request. Please help me.

An urgent issue that I'm talking about is described here - https://community.upwork.com/t5/Support-Forum/Question-about-the-UpWork-profile/m-p/1698385#M196755

[#14]

Hi Joanne,

I am from Bangalore, India. 

I am try to set up my bank account to withdraw money. But I get a message saying my bank IFSC code is wrong. I know the IFSC code is correct because I have used it elsewhere. So why doesnt Upwork recognize my bank's IFSC code? The code is HDFC0002565

[#15]

Hi Divya, 

Thank you for sharing your concern. I'd like to clarify that this may happen at times because, in some cases, banks update their information without notification. As long as your bank confirms the IFSC is correct, you can go ahead and add the information manually instead if it shows 'the bank is not found.' You can learn more by visiting this helpful page. 

[#16]

Hello Joanne,

I hope that you are doing well today.

The Contact Support was absolutely useless with my query. I hope that you can help please.

My query is as follows:

I have had additional Connects deducted from a project application for building a financial model for a dark kitchen. **Edited for Community Guidelines** My bid should have been for 20 Connects including the video recording, not 26 Connects that have been deducted. I have photos that I can load up.

Thank you in advance for your assistance.

Cheers,

Adams

[#17]

Hi Adams,

Thank you for your message. I have shared your post to a support ticket to look into this for you. The handling team will reach out to you on the ticket to assist you accordingly.

[#18]

Hi Joanne,

There is no way to contact someone regarding technical issues on the site. I am experiencing technical issues uploading photos to my portoflio and cannot reach anyone for assistance.

[#19]

Hi @Joanne P,

I'm new to Upwork and excited about my first contract, but my account has been suspended due to verification issues. I’ve tried to complete the verification process multiple times, providing all the required information and ID documents. However, every time I reach the end of the process, it says there are network issues. This has been going on for a week, and I'm concerned because my account is set to be suspended in a few days.

I've tried reaching out to support, but as you mentioned, it has been impossible to get through. Since I'm new, I couldn't find a solution in the forums or community. Could you please help me resolve this before my account is permanently suspended?

Thank you for your assistance.

[#20]

I have this upwork account logged in my pc. But my company boss asked me to handle his company account as well to get work for the company through upwork. How can I handle this two separate upwork account from my single pc? I am worried. I am asking for approval on doing this, please.

[#21]

I am having the same issue. I have been charged 3 seperate times for a single job that I have posted, and it is frustrating as there is no humancustomer service that can assist me and explain why this has occured. If there is a way I can contact staff directly to sort this out that would be great.

[#22]

Hi Spiros,

I’m sorry to learn you weren’t able to contact the Upwork Support Team directly or file a ticket after interacting with the chatbot. I have shared your post to a support ticket to look into this further. One of our agents will reach out to you to assist accordingly.

[#23]

Ronna, Can you please help me get in touch with a real person.  My wife and I are buying a house and they need her 2022 Certificate of Earnings but she closed her upWork account this year.  We need to send this paperwork today and we have not been able to get in touch with a real person to help.  The chat bot just circles.  Support tickets she can't even click on to see the status because she can't login.  We are desperate. Please help!!!

[#24]

Hi David,

Thank you for your message. I have shared your request with the relevant team on this support ticket . One of our team members will reach out to you to assist accordingly.

[#25]

Hi Ronna, 

I am having issues with payment and Tax as well, I need to get a support ticket submitted but the Chatbot was not able to do so. My Canadian GST Number keeps getting "unable to verify" even though it IS correct. I can provide the government documentation for a person to verify.