Received email from potential client prior to hire

[#1]

A potential client just emailed me to say he saw my profile on Upwork and he's interested in working with me due to my impressive testimonials, JSS, and ratings. He says, "I was unable to send you a message through the platform unfortunately, which is why I'm reaching out via email." Is this another new "improvement"? Are clients no longer able to initiate direct messaging? (Or perhaps have to pay to do so?)  If so...how is this good for anyone?

I'm not sure what to do. I know it's a TOS violation to communicate with clients outside of the platform prior to hire, so even emailing him back to explain how to move forward would theoretically put me in jeopardy. What is the official way to handle this situation? I'd like to learn more about the job, and if we're a good fit, initiate a contract through Upwork. In that case, everybody wins; I get work, the client gets his project completed, and Upwork earns fees from both of us. If I follow the TOS to the letter and do nothing, nobody wins. That doesn't sit right with me, and it seems like there should be a middle ground, but...what is it?

Mods, I'm especially interested in hearing from you because I'd love to know the official take. 

[#2]

Did the potential client mention how they got your email ID?

[#3]

No, but I'm very easy to find. My first name is unusual, so if you Google "Signe resume writer" my LinkedIn profile and website are on the first page. Both include my email address.

[#4]

I get this sometimes but on LinkedIn. I usually chat with them but tell them they have to hire me on Upwork. I don't think seeing your profile on Upwork but never contacting you and instead emailing is a ToS violation. Doesn't it say something about first contact? 🙂 He should have never mentioned it but clients don't know the rules. I know there is the chance he is lying, so I'm just going off the message itself.

If I were on the flipside of this and I saw someone I liked but had no way to contact them, I'd probably seek them out based on their profile info. They have no idea it's against the rules. I'd actually feel flattered the client took the time to overcome a hurdle just to talk to me. A lot of ecommerce owners would kill for clients like this. lol

[#5]

Mods! The radio silence is a little disconcerting here. Please advise!

[#6]

Hello Signe,

Thank you for reaching out. I saw your post in the community and I'd love to clarify this for you. If the client is unable to send you a direct message, it could be that he is not eligible or the account may be restricted. Please know that all clients who meet eligibility requirements can message talent directly. To learn more about eligibility requirements, you can visit this helpful article. 

Please feel free to visit the following articles to help familiarize yourself with the platform's policies:

• Staying Safe on Upwork
• Keeping your contact information safe

Let us know if you need further assistance.

[#7]

In short: I don't have a yes/no answer for you.

[#8]

OK...but am I violating the TOS if I email him back? What is the official Upwork party line on how to proceed?

[#9]

Hi Signe,

It is a TOS violation for the client if they found your profile on Upwork but choose to communicate with you directly outside of the platform. Responding to such communication is not a TOS violation for you but may put you at risk for possible fraud and nonpayment. 

I recommend guiding the client to use Upwork by either sending you a direct Upwork message or an invitation to a job. If the client is facing difficulties, they can contact our support team directly for assistance. 

Please check out this course for more tips on staying safe on Upwork, and feel free to message us if this client continues to message you outside of Upwork.

- Pradeep

[#10]

---

 wrote:

OK...but am I violating the TOS if I email him back? What is the official Upwork party line on how to proceed?

---

PradeepH has written:

“Responding to such communication is not a TOS violation for you but may put you at risk for possible fraud and nonpayment.

“I recommend guiding the client to use Upwork by either sending you a direct Upwork message or an invitation to a job. If the client is facing difficulties, they can contact our support team directly for assistance.”

So, yes, according to PradeepH, you can communicate with the client via email (how else could you guide the potential client?).

However, could this could be used as a precedence and open the floodgates for direct communication between freelancers and potential clients?