I did not get an email confirming payment has been made on an hourly after it failed

[#1]

I'm in a bit of a conundrum. A client owes $3500 for everything but his ~$1200 charge failed on Thursday. Upwork sent me the message that the contract is on hold. I locked $2500 worth in content that should have charged this week. My issue is that what I've done for him is not fully covered by payment protection, but he's claiming he paid. I see that the contract is available in my Tracker again, which leaves the possibility of $2500 failing a charge this week. I'm in a place where I'm holding the work to make sure I get my money, but see no reason not to release it if both charges were paid.

Can someone at Upwork verify that payment was actually made? I did not get an email that last week's payment was made, but it's in my Tracker so he must be telling the true. I also don't know if payment protection applies to last week's failure to pay. This also puts me in a weird position, because it means I'm only protected by another ~$1300, so can someone at Upwork verify that both his payments for last week and this week cleared?

eta: this is the contract https://www.upwork.com/nx/wm/workroom/31935137/overview

[#2]

Hi Jennifer,

For privacy reasons, we are limited in what we can share about another user's account, especially here in the Community. However, I've requested assistance of our support team. They'll review the situation and reach out to offer help. I believe the previous thread you've started is about the same situation, so I'll also share this as feedback with our product team.

[#3]

Thank you, Valeria! Everything is good now. I really appreciate the help from you and the people at support!

[#4]

Hello everyone! Any feedback or suggestions to ask that I give help some advise to sort it out some ...  don't hesitate to ask some questions.

 
Thanks!

Mary