Upwork, no option for a rep? Why? And Ukraine is not Belarus or Russia - maybe Google maps?

[the-right-writer]

I have been having an ongoing issue that I have attempted to manage through Support. It hasn't gone well because the same problem keeps recurring. When I went to contact support again, a bunch of words flew across the contact window, and then I had only the option to be happy or go to the community. So, this is how Upwork is handling problems now? I repeated and had the same result.

There is no need to bring such issues to the community because I have exhausted all the measures. I have been around long enough to know what is my problem and what is Upwork's. But so be it.

I have clients in Ukraine. Upwork tells me I can't work with them because they are in Russia or Belarus. When I contact an agent, they tell me they will fix the problem. Then a couple of weeks later, I receive the same notice. I have received an email telling me I have to close the contract. My clients are being bombed and have to run to small villages to survive. They may not even be alive. I can find other clients, but they should not be cut off if they can make some money. I am not closing my contracts with my clients in Ukraine.

The decision to shoot support assistance to the community is a terrible one. I understand Upwork wants to eliminate the hassle, and many questions can be answered in the community. However, there are plenty of issues that the community can't fix, and this is one of them. I hope this is one of their Beta runs. If not, Upwork, you need to rethink this decision.

[kochubei_valeria]

Hi Jeanne,

I'm sorry you've had troubles accessing support. I have checked your contracts and it doesn't look like any of your active contracts or clients are suspended. I believe I also was able to locate the support ticket you may be referring to and it looks like the agent has also confirmed that you're free to continue working with the client as their account isn't limited in any way. You can refer to that support ticket here. I'm not able to locate any emails or notifications that would require you to end the contract with the client. Could you please provide more information about that?

[the-right-writer]

This is the latest email, but it is similar to all the others. I have sent at least three of these to Support.

Hi Jeanne,

Today is the last business day before Upwork suspends business in Russia and Belarus. Our records show you currently have one or more open contracts with someone who is located in Russia or Belarus. Please complete all work, submit your invoices, and close the contract on or before May 1, 2022. Next Steps: Hourly contracts still open will be closed on May 2, 2022 Fixed-Price contracts still open will be closed on May 16, 2022 with remaining escrow funds returned to client We will allow your client the ability to leave feedback for 14 days Any milestones submitted after May 1, 2022 will likely not be paid Upwork will soon be suspending your ability to continue invoicing on impacted contracts, and any funds still held in escrow at that time will be returned to your client. We encourage you to complete projects and submit invoices as soon as possible as we cannot guarantee continued availability of our payment partners in the region. For more details about these changes and their impact, please visit our resource center. We thank you for being a part of the Upwork community and appreciate your understanding during this challenging time. Best Regards, The Upwork Support Team

Sending suppport requests to the community may save the reps some time, but it is a horrible idea. There are problems the community can do nothing about, like this one. It is frustrating enough to try and get Upwork to help when it is their issue, and now we don't even have that option? I didn't have trouble accessing support, I was deliberately transferred to the community.

[the-right-writer]

I just received another email, identical to the one I posted.

[kochubei_valeria · Accepted solution]

Thanks for sharing more information, Jeanne. Let me follow up with the team about this 

[the-right-writer]

Thank you.