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ann-19
Community Member

How do I open a support ticket?

hi

How do I open a support ticket? I found  only the  help bot,but I want to reach Upwork support team. Could anybody help me,please?

ACCEPTED SOLUTION

Hi Irby,

 

It looks like you have initiated a ticket that has been escalated to our support team. The team that is handling your case will update your ticket as soon as possible. 

 

Thank you for your patience.

~ Bojan
Upwork

View solution in original post

65 REPLIES 65
ninjazin
Community Member

I was able to open a ticket through this page

 

https://support.upwork.com/hc/en-us/articles/211067768-Use-Messages?flash_digest=d81a834b9918177345c...

 

Scroll down and click on get help button

bstojadinovic
Community Manager
Community Manager

Hi Anna,

 

Could you please share with us your concern so that we can assist you accordingly or have the correct support team assist you?

 

Thank you.

~ Bojan
Upwork

Could you please explain why did you decided to hide/close/remove/exclude live chat support help with human?? There are a lot of questions which require ASAP and not a genereal answers. I can say I am very dissapointed... 

Hi Kristine,

 

I understand your frustration with this and would like to clarify that our live chat is not available to everyone at all times. But you can always post your questions here or submit a support ticket to our Customer Support. Thank you.

~ Goran
Upwork

Hi Goran,

 

Can you please tell me how to open a support ticket with customer support. I have been going round from page to page with no luck. I have a major concern on one of my hires.

 

thanks

Tahsin

Hi Tahsin,

 

Our team will reach out to you via ticket and email as soon as possible and will assist you further. Thank you.

~ Goran
Upwork

Hi Goran,

I need to talk with the support team. I've been created a project but upwork didn't approve my project yet. I want to know exactly what kind of changes I've to do.
Looking forwsard to your reply.
thanks!

g_vasilevski
Retired Team Member
Retired Team Member

Hi Dipok,

 

Please refer to the suggestions shared with you on the email notification you have received. Once you're ready feel free to resubmit your project or create a new one. Thank you.

~ Goran
Upwork

Hi - I have an issue with my account and I need to ask support team. How do I submit a ticket to the help/support team? Thanks. 

Hi there,

 

Could you please share more information here about the issue you are experiencing and we will be happy to help? 

 

Additionally, you can click the question mark icon that shows at the bottom right corner of this page. You may be asked what type of account you need help you, go ahead and select the best option. If you don't receive the information you're looking for, you can click "Get Support" for more options, including contacting our support team.

 

~ Nikola
Upwork
c18c84cc
Community Member

I'm hoping you can help me. I was trying to add my Visa card to my account when trying to hire a freelancer but it was unsuccessful. As a result my account was suspended and financial transaction limited. I received an email saying the suspension will be lifted once I add a new payment method. I've added a new payment method but the suspension is still there. I'm still unable to hire the freelancer. Can you please check and lift the suspension. Thanks

023319e1
Community Member

I started an hourly contract with a client 4 weeks back. All this time, I have been working on the job. I have delivered the work to the client and now the client is showing that she's not satisfied with the job and need a full refund. I already provided a free test job before the client awarded me the job. I also emailed the client to review the work for first week, but there was no response. I continued working on the job and the client has showed up today, after 4 weeks, and asking for a full refund. I understand that if shes not atisfied wih the quality of work, I can co-operate and we can mutually agree on a partial refund. But I have invested much of time and effort on the job and hence can not refund full amount. The client is not at all ready to understand.

Since it was an hourly job, I have maintained the timesheet and have already been paid for 3 weeks. The 4th week payment is in review currently. 

 

Looking forward to Upwork Support to help me resolve this dispute.

 

Thank you!

HI Andrea - I have the same question as above and just tried to submit a ticket to Upwork suopport team but after i clicked on it it says "the webpage was moved"

Hi.

How are you?

I am Asahi from Japan.

I have an issue regarding getting paid.

I just withdraw money from upwork. but money is not arrived on my payoneer.

Could you please help me?

 

Best.

Asahi.

Hi Asahi,

 

Thank you for reaching out to us. Please know that transfers from Upwork to Payoneer typically take two days to clear. If your funds are not available in your account after 48 hours let us know and we will assist you further. 

 

You can find more information about Payoneer Fees and Timing here


~ AJ
Upwork

I don't know how to open a support ticket, but i just have one question that my profile earnings are not upgrading and on My stats the earnings are going backwards. Please help me out.

Hi Ibrahim, I am sorry you're experiencing issues contacting support. A quick way to contact support is by clicking the question mark icon that shows at the bottom right corner of this page. You may be asked what type of account you need help with, please select the best option for your situation. If you don't receive the information you're looking for, you can click "Get Support" for more options, including contacting our support team.

We'll also be happy to assist you with your issues here, please keep in mind that the earnings on your My Stats page are your 12-month earnings. This means that earnings that are over a year old will not be included here and will fall off as time passes. Regarding the earnings on your profile, please know that once you get to figures like +10K, the number will change only when you reach the next milestone, like 20K.

~Andrea
Upwork

I have to file a ticket but I am unable to do so. Please help!

Hi Bojan,

 

I am also looking for open a ticket but no luck. I had my client paid $50 around 8 hours ago, but I can see only $25 in my account and their status is still pending. I don't see the rest of $25 while I got a message in my Upwork messages that I have been paid $50. Please help.

 

 

Thanks,

Noor

Hi Noor UI,

 

Thanks for reaching out. I checked your transaction history, and I can see two pending payments for $25 each for the contract you are referring to. You can check the pending transactions to confirm. 

~ Joanne
Upwork

I got a notice today somewhere that said I could be a level one seller but that my profile is not completed. But Iโ€™ve filled out as much of my profile as humanly possible. I would really like the benefits of being a level one seller. Can you take a look at my profile and tell me whatโ€™s missing? I never finished universities so I couldnโ€™t put that there. But I did try to just put several years of my university on there and no matter what I did or how many thousand ways I tried it it would never let me press save.

Hi Matthew,

 

I'm not quite sure what you mean. Could you please clarify? Where did you get the notification?

Thank you.

~ Aleksandar
Upwork

Iโ€™ve been on Upwork for about six months and I think Iโ€™m going pretty well.
I was wondering why one of my friends got top level buyer or whatever itโ€™s
called where you get less money taken out of your paychecks. I thought
whatโ€™s the matter with me LOL? Anyway today I got something somewhere,
either on my iPhone application or in my mail or on the website it said
that I could be A level one seller or whatever itโ€™s called except for one
thing: It thinks my profile isnโ€™t complete for some reason. I filled out
just about as much as I possibly could. Is there anything else I can do?
What can I do to complete my profile more completely?--

**Edited for community guidelines**

Thank you for following up, Matthew. 

 

There are many ways to get to a 100% completed profile. You can check this help article for more information which profile section contributes to profile completeness.

 

Once you meet all of the requirements for becoming Top Rated, it will be awarded on your profile in up to 48 hours.

 

Happy working! 

~ Bojan
Upwork

I'm hoping you can help me. I was trying to add my Visa card to my account when trying to hire a freelancer but it was unsuccessful. As a result my account was suspended and financial transaction limited. I received an email saying the suspension will be lifted once I add a new payment method. I've added a new payment method but the suspension is still there. I'm still unable to hire the freelancer. Can you please check and lift the suspension. Thanks

Hi Kess,

 

Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further. You can access your ticket and coordinate with the team on this page.

 

~ Arjay
Upwork

I also can't contact support.

There is no way of contacting or submitting a support ticket.

 

I've even tried googling it... nothing.

 

I can't add payment deatils.

If you hire someone from Fiverr.com I'm sure they'd be able to create a 'Submit Ticket' button for you.

egaruth
Community Manager
Community Manager

Hi James,

 

I am sorry for the inconvenience this has caused. One of our team members will reach out to you directly via a support ticket to assist you further. You can access your tickets on this page.

 

~ Nikola
Upwork

Dear Bojan

I changed my phone number so I cannot log in to my main profile. ( I had to open another account since I couldn't even reply to a threat without logging in, and yet I still can't PM you...  Upwork is very weird. Anyways, I'm not poiting fingers, but I have to ask you here becuase I don't find other options... I can provide all the credentials, the account is under the emaill of**Edited for community guidelines**. Please help. 

Hi Alex,

 

I've shared your concern with the team. One of our agents will reach out and assist you directly via a support ticket. I'd also like to remind you that once you can access your account, please delete this duplicate account that you used to post here in the community, as this is not allowed. Freelancers can only have one Upwork account. It is a violation of Upwork TOS to have a duplicate account. 

~ Joanne
Upwork

fbe5b6cb_0-1642500279845.png

 

I'm hoping you can help me. I was trying to add my Visa card to my account when trying to hire a freelancer but it was unsuccessful. As a result my account was suspended and financial transaction limited. I received an email saying the suspension will be lifted once I add a new payment method. I've added a new payment method but the suspension is still there. I'm still unable to hire the freelancer. Can you please check and lift the suspension. Thanks

Hi Bojan,

 

I think the selfie i sent for id verification is not correct.and it is taking more than 3 days to verify please help me.

Hi Ermias,

 

I can see that you've raised a support ticket regarding your concern and one of our team members is already assisting you. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

Thank you,
Pradeep

Upwork

I started an hourly contract with a client 4 weeks back. All this time, I have been working on the job. I have delivered the work to the client and now the client is showing that she's not satisfied with the job and need a full refund. I already provided a free test job before the client awarded me the job. I also emailed the client to review the work for first week, but there was no response. I continued working on the job and the client has showed up today, after 4 weeks, and asking for a full refund. I understand that if shes not atisfied wih the quality of work, I can co-operate and we can mutually agree on a partial refund. But I have invested much of time and effort on the job and hence can not refund full amount. The client is not at all ready to understand.

Since it was an hourly job, I have maintained the timesheet and have already been paid for 3 weeks. The 4th week payment is in review currently. 

 

Looking forward to Upwork Support to help me resolve this dispute.

 

Thank you!

 

zaryabimran
Community Member

How i can submit my new ticket to upwork regarding mhy account approved not yet?

Hi Imran,

 

Your account is approved and you can continue sending proposals. Are you experiencing any problems on your end? Thank you.

~ Goran
Upwork

Goran, I need to talk to support. I can't figure out how to contact anyone anymore and it's really frustrating how you're hiding any support.

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