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Re: Upwork Support

bdolphinmedia
Active Member
Alexandru S Member Since: Sep 10, 2015
1 of 10

Hello everyone! 

 

I went to Upwork support to get my issue resolved however the "Get help" button simply doesn't work. Nothing happens. I didn't see any announcements of Support being off durin Holidays, so does anyone know what's going on? 

 

Thanks and Happy Holidays! 

arielaschwartz
Active Member
Ariela S Member Since: Dec 24, 2017
BEST ANSWER
2 of 10

This happened to me as well!
I tried doing the same action in a different browser, and it worked. If you're in Chrome, try Edge or Safari-- or any other browser, and see if that helps. 

View solution in original post

tinker_bell3
Moderator
Joanne Marie P Moderator Member Since: Nov 26, 2017
3 of 10

Hi Alexandru,

 

Ariela has given you a really good advise. Please clear your cache and cookies, and try using a different browser. Please let us know if you need further assistance.

 

~ Joanne
Upwork
bdolphinmedia
Active Member
Alexandru S Member Since: Sep 10, 2015
4 of 10

Hi Joanne! 

 

It works in Edge, but I still see no option for live chat. Is it down/unavailable? 

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
5 of 10

@Alexandru S wrote:

Hi Joanne! 

 

It works in Edge, but I still see no option for live chat. Is it down/unavailable? 


 It's Christmas Eve. Chances are Support is scaled down to allow staff some time to celebrate.

 

What do you need help with? Most questions can be answered in the forum.

 

 

bdolphinmedia
Active Member
Alexandru S Member Since: Sep 10, 2015
6 of 10

Thank you for replying. I understand that it's Christmas Eve, but as per usual there are no announcements that chat is down. It's not the first time this happens. It's down whenever they feel like it without letting anyone know. 

 

Either way, I need a contract eliminated from my record as my JSS will be re-calculated tomorrow and it will mess it up. 

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
7 of 10

@Alexandru S wrote:

Either way, I need a contract eliminated from my record as my JSS will be re-calculated tomorrow and it will mess it up. 


Today is Sunday. The JSS has already updated, it's too late to do anything about it now, it recalculated hours ago.

 

The processing time for EVERYONE is 7 days when requesting to have a contract removed from your JSS. The process for EVERYONE is to email freelancersuccess (at) upwork and wait up to 7 days, not to try and jump the queue on a Sunday and Christmas Eve because you want to shortcut the system and demand special favours.

 

bdolphinmedia
Active Member
Alexandru S Member Since: Sep 10, 2015
8 of 10

Hi Petra,

 

Who said anything about special favors? I received feedback on the contract a few days ago and wanted to do whatever I can to get it removed. I never got one removed so I don't know the process behind this especially how incredibly secretive Upwork usually is about JSS. Your assumption that I want to "shortcut the system" or demand special favors is just straight disrespectful towards me as a professional.

 

And you totally missed my point. My issue which still persists is that I wanted to contact support through Livechat. That's not demanding special favors, that's a feature that's available to me as an Upwork user. 

 

If I need support from Upwork which take a chunk of my profits for their services I find it normal that I should be able to contact them through the fastest/easiest way which is livechat, an option that's incorporated . If the chat's unavailable, it's fine. But they should at least post a simple announcement like "Hey, chat's going to be off for this period of time". That way I'd know what the best course of action would be for me rather than receiving rude forum replies. 

 

If need assistance from Upwork premium support through livechat for whatever reason I might have I simply cannot receive it. I understand that it was Christmas time, but that's not the issue. Today is not Christmas and I still cannot access the livechat. No prior announcement, holiday schedule or anything was posted. Livechat support is not reliable at all. 

 

I'm saying this clearly. No reputable business I have ever seen doesn't have a Livechat Schedule, especially during Holidays. I'm not trying to be disrespectful, everyone has a right to celebrate Christmas, but this is about professionalism, reliability and transparency. 

 

Wouldn't it be better if we had a clearly posted schedule rather than making assumptions and having to guess what's happening? 

g_vasilevski
Moderator
Goran V Moderator Member Since: Mar 24, 2017
9 of 10

Hi Alexandru,

I just checked your tickets and I can see that our team is waiting for your respond back from Sunday 24th, so that they can take actions.

You can access your tickets on this Link and follow the steps listed on your ticket.
Our team will investigate your issue with the live chant and contact you directly with more details.

~ Goran
Upwork
bdolphinmedia
Active Member
Alexandru S Member Since: Sep 10, 2015
10 of 10

Hi, Goran! 

 

 

I noticed the response and will reply in the latest ticket. I will deal with the issue through the ticket since the person assisting me is quite helpful. 

 

Thank you for providing a clear and fair response. I hope the livechat issue will be resolved at some point. An availability schedule would be perfect.

 

Happy Holidays! 

 

Alex

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