No, the contract is there. I've actually just requested approval to add the manual time which he has to approve.
What do you mean? Is manual time not enabled on the contract? Then how can it be a "manual hourly contract?" If the client has been removed from Upwork he can't approve manual time.
The client must have deliberately disabled manual time (as default it is enabled / approved.) That is TERRIBLY suspicious.
Boris B wrote:
Probably I could do all of this smarter
I'll flag your post so a moderator can look into it for you
Yes, manual time is not enabled on the contract so we've sent a request to him to enable us (as we're an agency) to enter time. I didn't know that it's enabled by default so it looks suspicious to me now as well...
And an update. I just got a message from the client saying: "hey - we got hacked last night so working on cleaning that up. upwork won't let me in - I need to figure out how to do that".
All kind of confusing, I know...
And thank you, btw, for inviting moderator.
I'm thinking maybe manual hours are disabled by Upwork at the moment when the client's profile becomes suspended (or whatever happens to it). This makes sense to me considering last time the client was the one who entered hours, so he's not scammer as you said in first message.
Boris B wrote:
This makes sense to me considering last time the client was the one who entered hours,
No, it wasn't. Clients can not enter hours, manual or otherwise. Ever.
I checked this for you and unfortunately, you won't be able to add the Manual time until the Client enables it. Currently, our team is assisting your Client with their account issue. While we can't share any details, we'll follow with our team regarding your Client's account issue and your contract status.
It turned out that this issue still isn't solved.
After your intervention, all seems to be fine, the client responded and added the whole amount manually.
But soon after that I just got a notification that the whole amount is simply refunded to his account and that contract is suspended and placed on hold.
When I drag a mouse over "SUSPENDED" sign on the contract it pops out that "Upwork is investigating an issue" (image attached) so I've waited for more than 3 weeks to see will it be fixed by itself, but it turns out that it will not...
So clearly to me, the client showed (more than once) a will to cooperate and pay us for done work.
We've completed the project according to the procedure, but we can't be paid for done work because of some reason.
**Edited for Community Guidelines**
I understand your frustration with this but unfortunately, I can't share details for another user with you. I can confirm that our team has reached out to your client to assist your client in resolving the problem on their end. Once this is resolved the hold on your contract will be lifted as well. Thank you.
The issue with this project is still current. We've completed project 5 months ago and then you said for the first time, on October 10th that "our team is assisting your Client with their account issue". You've repeated this one month later, but now it's been 5 months and our project still has "suspended" status.
The client has confirmed our, manually added time, but soon after that project is suspended because of the client's issue with his payment method. We had a "payment verified" sign under the client's profile and he approved our work.
So what exactly we did wrong?
And can we get paid finally for done work?
Boris, **Edited for Community Guidelines**
I'm sorry about the situation with your contract. And while we son't be able to share all the details, I encourage you to check your support ticket number 26846236 which you'll be able to find on this page and in your email inbox. Please, note when a client fails to pay for hours billed to them, any hours that don't qualify for Hourly Protection (which includes manual hours) have to be reversed. Once the client sorts the issue out they can then issue a payment via a bonus.
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