Retiring Moderator
Hi Tashyra,
If the action buttons that you usually use are grayed out, the Trust & Safety team may have suspended your account. In that case, you will have received an email about the action on your account. You can reply to the email to find out more about the action we’ve taken.
That said, if you need to contact support regarding your financial account, you can:
- Please visit Contact Support and click the ‘Chat with Upwork' button.
- Type a question or topic and select ‘Send’. The bot will find relevant Help articles for you.
- The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
- 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.
Retired Team Member
Hi Alex,
We saw your post in the community and converted it into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you.
Hi Luiggi,
my financial transaction has been limited after the first time I linked my payment card. So I changed to my PayPal account as my primary billing method. Was able to purchase connects, the payment was charged at my side, account has reflected the number of connects I now have, but my account is still on hold. I couldn't use the connects I have bought. Please advise. Thank you.
Retired Team Member
Hi Christian Yvan,
I checked and don't see any limitations on your account; however, you have not completed your W-8BEN form yet. The W-8BEN and W-8BEN-E are U.S. tax forms for non-U.S. Persons. We and the IRS use them to determine whether you live in the U.S. and what taxes, if any, we need to collect from your earnings on Upwork. You must have this form on file before you can withdraw earnings from Upwork.
As long as a valid W-8BEN/W-8BEN-E form is filled out completely, we are not required to withhold U.S. income tax. Without these forms as proof that you are a non-U.S. Person, Upwork may be required to withhold up to 30% of your future earnings on Upwork and send that withholding tax to the IRS.
Retiring Moderator
Hi Stephanie,
We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Retired Team Member
Hello Franco,
I am sorry to learn about the limitation on your financial account. I have shared your concern with our team and one of our agents will reach out to you directly via a support ticket to provide you with the necessary assistance. You can access your ticket on this page.
Retiring Moderator
Hi Christina,
We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Retiring Moderator
Hi Muhammmad,
I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
1. We found a problem with your primary billing method and to put it on hold. Update it now.
2. Financial transactions for your company have been limited. Please check your email for additional information
I have resoleved both but its been 16 hours sonce raising ticket and 24 hours since suspension no help why work ticket and bot are too slow? why there is no human on chat?
Retired Team Member
Hi Amit,
Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. Rest assured the team will address your concerns and questions in the ticket as soon as possible.
- Pradeep
Retired Team Member
Hi Mukesh,
I am sorry to hear about the action on your agency owner's account. I understand your concern and I apologize for the inconvenience this may cause to you.
I will be unable to discuss your agency owner account with you for confidentiality purposes. I suggest you request the account owner to contact us directly or continue to communicate on the support ticket initiated on their account for better assistance.
- Pradeep
Retired Team Member
Hello Mukesh,
Thank you for replying. I am stepping in for Pradeep. I completely understand how frustrating this situation can be. While we can't discuss the other user's account or confirm payment releases due to privacy reasons, please know that if there's an issue with the user's account, our assigned team sends a notification to provide further information on how to resolve it.
It would be great if you could encourage your agency owner to check his registered email. He should find a notification about his ticket in his inbox, where he can view our team's message. He can also follow up by replying to that email, and once he does, our team will be notified.
As a friendly reminder, the agency takes care of paying its members. Payments made from agencies to their members aren't protected or facilitated by Upwork.
