No more chat support?

[emilie_martinson]

I've been trying to chat with support to remove feedback from my JSS for two days and haven't been able to get through to anyone. I've submitted tickets, tried to contact someone through chat, and asked for someone to contact me. 

What am I missing? I've had very positive experiences with previous chats with support and am wondering what is going on. 

[petra_r]

You don't use chat to do that. You email the correct department on freelancersuccess (at) upwork dot com with the contract number and whether you want to remove the impact on the JSS only or also the stars and written feedback.

Had you done so 2 days ago, it might already have been done.

[emilie_martinson]

The only other time I requested to have feedback removed was through chat and there was no mention of emailing the right department. In fact, any issue or query I had was through chat and each time was a pretty good experience. 

Are they changing that option? 

[petra_r]

That's always been the correct procedure, as outlined in the help article about the perk.

Chat has not been available for everyone all the time for some time now.

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[emilie_martinson]

And thank you for your response.