No message notifications

[Vitaliy K]

Hello Upwork,

I am writing after contacting your customer support, who suggested me to post my issue here as well.

A couple of days ago I got an issue with message notifications. I missed important messages from my client because I didn't get any email neither web notification (no bell icon). I only saw the message when I opened the chat, even there, no notifications for new messages on the left panel on list of clients.

Customer support agent said it might be because of system maintenance. I understand that you improve your system and this may happen from time to time.

But, honestly, this is the second time I miss important messages because of this issue. And I think I should get a better service especially since you charge me a fee on my every project.

[Jeannie S]

I have had multiple instances over the last several months when I am not receiving email notifications when a message from a client has been sent to me about an on-going project. My notifications are on and the problem is intermittent so I tend to think the problem is an Upwork system issue. Is anyone else having this problem? If so, were you able to correct it. 

[Heorhii H]

I experience the same issue now and then.

[Joseph M]

This happened to me and a client of mine as well.  For me, the issue seemed to be that I had the message active either on the desktop or mobile app, or in a web browser.

[Joanne Marie P]

Hi Jeannie and Heorhii,

Are you also experiencing this using the mobile app?

[Jeannie S]

Hi. I don't use the mobile app and the Upwork window is not open when I experience this issue. It occurred twice yesterday. 

[Avery O]

Hi Jeannie, 

Could you please share which clients sent you a message (by sharing their Contract IDs), which you didn't get a notification for? 

[Jeannie S]

Happening most often with contract ID 21162909.

[Bojan S]

Hi Jeannie,

One of our agents will reach out to you directly via support ticket and assist you further, thank you for following up. 

[Namita S]

Hi, 

One of my previous client sent me a couple of messages about his new requirement,14 hours ago. He needed a quick tat and was inquiring about my availability. I didn't receive any email notifications about this. Just logged in and saw his messages. 

Although I received 3 UW notifications today one about closing of a job, about a new job posting and about a community post. 

But not getting important notifications about client's messages is a serious matter... Please do something about this!