Balace is still 0$ after waiting period

[b83c1be7]

Hi. I have an issue with the balance, it still says 0 even after the waiting period. The payment is from 2 weeks ago and in overview it says it should have been available today, on the 17th of April, however it's still not there and it's nowhere else either (not on pending, etc). I have attached a screenshot. The amount shown in "work in progress" is from this week, which hasn't ended yet. What should I do? 

[nyonomega0]

Did you correctly track the hours using Upwork's desktop app? Or were you counting them manually (manual hours are not protected)?

The reason your funds are not available yet could be that Upwork failed to charge your client's payment method.

[petra_r]

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Sushant B wrote:

 Or were you counting them manually (manual hours are not protected)?

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If money was supposed to be available today it can't have been hourly, it would have to have been fixed rate.

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Sushant B wrote:

The reason your funds are not available yet could be that Upwork failed to charge your client's payment method.

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No, that doesn't happen on a Sunday, it happens on Tuesday if that was the case.

[b83c1be7]

I was adding the hours manually. That's what I was told to do. Here it says 17th of April so I thought it was when it would

 

be available. (Screenshot from a few days ago, now the pending section is empty)

[petra_r]

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Valentina V wrote:

Hi. I have an issue with the balance, it still says 0 even after the waiting period. The payment is from 2 weeks ago and in overview it says it should have been available today, on the 17th of April, however it's still not there and it's nowhere else either (not on pending, etc). I have attached a screenshot.

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Payments for hourly contracts never become available on a Sunday. They become available on Wednesday for you (as you are not top-rated).

Are you talking about payment from a fixed rate contract?

[nyonomega0]

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Petra R wrote:

Are you talking about payment from a fixed rate contract?

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No, she's talking about an hourly contract here.

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Petra R wrote:

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Valentina V wrote:

it's still not there and it's nowhere else either (not on pending, etc).

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How can it be nowhere (in pending, in review, etc.)? I believe Upwork failed to charge her client's payment method. What do you think?

[petra_r]

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Sushant B wrote:

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Petra R wrote:

Are you talking about payment from a fixed rate contract?

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No, she's talking about an hourly contract here.

Then the money should not become available on Wednesday, NOT "on the 17th" as she claimed

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Sushant B wrote:  I believe Upwork failed to charge her client's payment method. What do you think?

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I have already explained this. IF Upwork had been unable t charged the client's payment method last Monday, the contract would be on hold and the funds reversed on Tuesday. NOT today. It is Sunday today. There is no need to worry her with disinformation.

The reports are showing weird things.

Simply a bug.

No need to create drama by frightening her into thinking she won't get paid or accusing her client of not having paid.

[b83c1be7]

No it's an hourly contract. So if it should become available on wednesday why does it not appear in pending?

[petra_r]

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Valentina V wrote:

No it's an hourly contract. So if it should become available on wednesday why does it not appear in pending?

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Seems to be a bug that simply doesn't display the funds properly. I have money showing in Available that I've withdrawn on Friday, Don't worry about it. It'll get paid just as it should be.

Where did you get the idea from that the money should become available on the 17th?

[b83c1be7]

 This is a screenshot from yersterday which shows this date so that was my interpretation. And today both those payments disappeared from pending. If not that, what does that date mean then?

[NikolaS]

Hi Valentina,

Please allow up to 48 hours for the team to review the name mismatch on your account. If our team finds an issue with your payment method, we will reach out to you directly with instructions on how to correct it. 

I am sorry for the confusion in the original message. Please allow me to look further into your report and assist you accordingly.

Thank you,

[b83c1be7]

Thank you for your answer. I am not sure what name mismatch you are talking about. I already received one payment a few weeks ago with no issue but the last two have just disappeared! Hope you can soon let me know what's going on. 🙂

[NikolaS]

Hi Valentina,

I checked and I was able to replicate the issue you experience. I shared your report with our team and one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page.

[b83c1be7]

Hi! Sorry to bother again. I can't see my work of last week anywhere on my profile anymore. It was there yesterday, on pending, and today it disappeared. I haven't got any answer from your support yet. Do you know how long it is going to take, more or less? 

[PradeepH · Accepted solution]

Hi Valentina,

Thank you for your message. I see that you have already initiated a support ticket for the same inquiry and it is currently under investigation. One of our team members will reach out to you via the same ticket as soon as the investigation is complete.

Thank you,

Pradeep

[b83c1be7]

Hi. The issue had been fixed, I was told, but unfortunately now it's happening again. My invoice for last week has disappeared and it's nowhere to be found in the section overview. Could you please take a look? Thanks in advance. 

[b83c1be7]

Hi. The issue had been fixed, I was told, but unfortunately now it's happening again. My invoice for last week has disappeared and it's nowhere to be found in the section overview. Could you please take a look? Thanks in advance. 

[JoanneP]

Hi Valentina,

I've escalated your concern to the team. One of our agents will reach out and assist you directly via a support ticket.