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Contract paused by Upwork - how to reach customer service?

Active Member
Lisa C Member Since: Feb 26, 2019
1 of 9

Hi y'all. Upwork paused my very first contract due to unspecified issues with the client. The client said she wasn't notified, but she's been using upwork for 2 years and it should be fine, "keep working."

 

It appears to be impossible to talk with an Upwork employee, to be confirm that she did receive a notice of the contract being paused and knows how to fix it. Every single help link and chatbot leads me back to the community landing page. SMH.

 

So I ask you, WTH, is this normal? What to do? 

 

Thanks,
Lisa

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
2 of 9

Hi Lisa,

 

I'm sorry to hear about the status of your contract. While we can't share any details, please ask your client to communicate with our team in order to resolve the issue with their account and resume your contract. Make sure to stop working on this contract and continue only after you can see that the contract has been resumed.

~ Bojan
Untitled
Active Member
Diana B Member Since: Feb 26, 2019
3 of 9

Hi Bojan,

I was also unable to get in touch with any upwork employees and I have a major problem. Way too many of the jobs I have applied to are being taken down by upwork and I'm not getting refunded the credits that I spent applying to the job. How can I get my credits back? I'm concerned because I paid for the upgrade and now all of my credits are gone.

Thanks!

Diana

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
4 of 9

Hi Diana,

 

Unfortunately, connects are only returned if a job is canceled either by our team in case it's in violation of Upwork ToS or by the client if they don't want to proceed with it. You can view your Connects History in the Settings> Membership & Connects and find more information here.

 

 

 

~ Bojan
Untitled
Active Member
Diana B Member Since: Feb 26, 2019
5 of 9
Yes exactly, it was canceled by your team at Upwork, please return my
credits, almost half of them went to jobs that were canceled by Upwork
today.
Moderator
Bojan S Moderator Member Since: Mar 9, 2018
6 of 9

Hi Diana,

 

Could you please send me a PM with information about the job posts you are referring to.

 

I'll follow up on your message and assist further accordingly.

 

Thank you.

~ Bojan
Untitled
Active Member
Lisa C Member Since: Feb 26, 2019
7 of 9

Hi Bojan,

 

Thanks, I've already done that. And stopped working. 

 

But it brings up a few questions - is the community forum the only way to get customer support from Upwork? Are you an employee of Upwork? As a newbie, I'm concerned about not being able to have someone look into a client account and determine what is amiss. This is a minor incident, but I've spent a lot of time going in circles trying to get help today to resolve this. 

 

Thanks,
Lisa

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
BEST ANSWER
8 of 9

Hi Lisa,

 

Yes, you will recognize Community Moderators by Upwork's logo next to our names.   

 

Unfortunately, we won't be able to address another user's account status or provide details here in the Community.

 

I'll follow up with our support team about your request. One of our agents will reach out to you via support ticket to address your concern.

 

Thank you for your patience. 

~ Bojan
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Active Member
Lisa C Member Since: Feb 26, 2019
9 of 9

Great, thank you Bojan!

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