How do I open a support ticket?

[#1]

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?

[#2]

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!

[#3]

Hello, 

For my identity verification, I didn't get other option of government certified id and  Upwork is requesting for passport only ..

Please address this issue!!

[#4]

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

[#5]

Hi Imran,

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

[#6]

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.

[#7 · 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.

[#8]

Oh thanks. I saw the bot thing after I replied.

[#9]

I have also been trying to find a way to contact Upwork for hours now. There is no live chat, email, or way to open a ticket, even for Plus Clients. I find this insanely unprofessional and such a bad decision on the company's side... I would rather be able to chat about issues in private, not in forums. 

But, since this seems to be the only way to reach out, please contact me regarding an issue I have about my company not being able to add me to the right team. Thank you. 

[#10]

Hi Livia,

I'm sorry for the inconvenience this has caused you. Our team will reach out to you via ticket and email and will assist you further with joining your team. 
Our team will also double check why you were not able to reach our Customer Support and will assist you on your ticket. Thank you.

[#11]

Hi,

I am also not able to find any way of opening a support ticket, and have to say that I was extremely surprised. 

Please open a ticket for me since my account can only be hired via the agency I manage, and not as an individual... I am not an exclusive member, and can't setup Individual in the Default team.

[#12]

Thank you for reaching out to us, Gorjan.

One of our team members will reach out to you directly via a support ticket to assist you with your request. 

[#13]

Hello Goran.

I have the same problem as everyone else here. I have lost a lot of precious time trying to reach out to Upwork but there is no way to efficiently do so. I have seen the communication possibilities degrade over the course of the last few months and I must say that I am extremely displeased with this, as are many other freelancers.

Customer Support has always been so exteremely helpfull in the past and now it is just a hassle! 

Could anyone reach out to me for an urgent issue that requires your attention? I would imensely appreciate your help.

Kind regards,

Benoit

[#14]

Hi Benoit,

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. Feel free to share your concern with us and we'll be sure to address it accordingly or have the correct team assist you with it.

Thank you! 

[#15]

Hey Goran, you seem pretty intelligent ... The thing is, so are upwork users. It's plain to see that upwork explains what to do when submitting a support ticket; where to go to check existing support tickets; yet upwork provides absolutely no support with "how" to raise a support ticket. You're insulting your user base. Please state in plain English, how to raise a support ticket. And for extra genius points, you may even want to provide a link to that page. How about it?

[#16]

Hi Louie,

I'm sorry if you're having trouble contacting support. Here’s how you can reach Upwork Support:

1. Select Get Support at the bottom of this or any Help center page
2. Type a question or topic and select "Send." The bot will find relevant Help articles for you.
3. The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you be asked to confirm the account type you need help with.
4. From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.

That said, you can share your concern here in the Community if you prefer, and we'll be happy to escalate directly to the Customer Support team if needed.

[#17]

[#18]

I've been trying to reach the support team for hours too and I cant find any emails or live chats to reach upwork support for private issues I have that is customized. I need someone from the support team to reach out to me to be able to chat about the issues not on the community forum.

[#19]

Hi Noha,

Thank you for reaching out to us. The live chat option is only available to top-rated and top-rated plus freelancers. You can reach out to the support team and open a support ticket by following the steps below:

1. Go to the Help Center.
2. Select “Get Support” at the bottom of your screen.
3. Type a question or topic and select "Send". The bot will find relevant Help articles for you.
4. If we don't find the information you need after a few tries, you’ll see an option under the article selections to "Contact Support."
5. Select "Contact Support" and follow the options provided.

[#20]

Hello Bojan, good morning. I cant open the ticket your chat support created this afternoon. Can I chat to someone regarding my earnings?

[#21]

Ticket https://support.upwork.com/hc/requests/38477147 

I cant access it. Requires username and password.

[#22]

I recommend reaching out to Upwork's customer support team for assistance. They should be able to help you troubleshoot the issue and get your account up and running again.

[#23]

abysmal customer support service considering it doesnt exist.

do you understand that freelancers moving money through upwork are in fact paying customers?

and you don't have an option to open a ticket?

i have to ask a bot three questions before i am able to send a request for a support ticket, that doesn't actually do anything at all? brilliant.

if any of us delivered that kind of work on upwork, we would be rated 0 stars most likely.

[#24]

Dear Upwork support team,

I can't open a new support ticket. The tips I've found as to click a question mark at the bottom of this page doesn't work as there is no such button with a question mark. Also the tip I've found to write the issue in the chatbot after which more options would follow including the option to contact the support team directly isn't there. So I'll post my problem here again.

I have an open ticket (33772109) of which its’s unclear to me know what the current status is.

During the verification I received a notification via email that my verification did not pass because one of the documents didn’t include my name and I was asked to resend the documents. The second time I sent in my passport and a financial statement including all required data but that has been 44 hours ago, the ticket still has the status ‘Open’ but I haven’t received a response yet.

Now I did notice an error message at the top of the Home page that my account has been suspended. Maybe this message is not correct but to verify I am inquiring about the current status of the verification process.

Is my verification still being processed for which pending the outcome of the verification my account is still on hold and it just takes longer than 24 hours this time or is there another issue?

I have only one clue but I don’t know if that’s the issue.

When I initially created my account about a month ago I entered my work address in the personal account settings as my address. Then two days ago when I resend my documents for verification, the financial statement I included states my home address.

Only yesterday I noticed this and I realized that these addresses probably should be the same so I updated my address in the account settings to my home address.

In case the error message is correct, which would mean that my account has been suspended, I offer my sincerest apologies for my mistake. Now that’s I’ve corrected my address, would it be possible to lift the suspension on my account?

Thank you very much in advance,

Marc van Riel

[#25]

Hi Marc,

Thank you for your message. I am sorry to hear about the action taken on your account. I see that you have already responded to the open support ticket. I have followed up with the relevant team and they will respond to your support ticket as soon as possible to assist you further. Please don't hesitate to follow up with them on your support ticket if you have additional questions regarding your concern. 

Thank you

Pradeep

[#26]

as with everyone else, the lack of support is very surprising, you should at least have the ability to submit a ticket directly. 

It appears that the freelancer I was using has had their account suspended, which is preventing us from moving forward with continued development efforts. The issue was that he had an initial account in Iran, but he has now moved to Turkey and has a new account. It would be fantastic if we can resolve the issue quickly, as he has been a great resource, and we have some upcoming deadlines we are trying to meet. Here are the two tickets he has open.

**Edited for Community Guidelines**

Thank you 
Thank you