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h_parashar
Member

Contract On Hold

I am new to Upwork. Just two hours after I got offered this contract it's being put on hold.
I wanted to knw whether client has paused the contract or it's because clients account is suspended. I can see suspended written in contract page. Not sure if that means suspended client or suspended contract.

Thanks and Regards

ACCEPTED SOLUTION

Hi Ronnie,

 

There are two reasons why your contract may be paused:

 

  • Your client has decided to pause your Hourly Contract: If no work needs to be done at the moment, clients can temporarily and immediately pause a contract. This prevents hours from being logged on the contract, without the need to end it, until you are ready to proceed with the next part of the project. 
  • There is a problem with your client’s Upwork account: In this case, your contracts with them will be paused automatically and you cannot continue to bill that client through Upwork until the issue is resolved. There are many possible reasons this could occur, although we can’t share the specifics regarding your client’s account due to privacy concerns.


You can check out this help article to learn some tips on what you can do if your contract is paused.

~Andrea
Upwork

View solution in original post

179 REPLIES 179

Hi Lydia,

 

Thank you for reaching out to us. I checked and it looks like you already communicated with our team and they shared additional information about your contract with you on your ticket. If you have further questions or if you need further assistance please follow up with our team directly on your ticket and they will be happy to assist you further. 

~ Nikola
Upwork
6283271f
Member

Hello


I received this email 10 days ago. And they haven't told me anything else about this case.

Someone from Upwork? help

 

**Edited for Community Guidelines**

Hi Karen,

 

Thank you for reaching out to us. If there is a problem with your client’s Upwork account, your contracts with them will be paused and you cannot continue to bill that client through Upwork until the issue is resolved. There are many possible reasons this could occur, although we can’t share the specifics regarding your client’s account due to privacy concerns.

 

You can find more information in this help article

~ Nikola
Upwork

Hello

I know that. I would like to know how long this will be one month two
months?

Karen
28350252
Member

I have this problem too

 

I am upwork New Cellar

 

What should I do now? What can I do now? please help me

3d83df28
Member

Hi,

I am a freelancer and I completed a task for a client in a very short time, at their request.

The day after, I received a notification from Upwork, stating that the contract was on hold and I should stop working for this client until problem was solved.

I also received, in the messages, a notification of cancellation from the client, that otherwise remains silent.

I have completed and sent the translation I was tasked to do, and it feels like something's off.

It looks to me like this client had me work quick, before Upwork would find that there was a problem with their account. This way, they could get the job done and not pay for it.

If the client was to not answer ever again, would I still get a payment for the work I did?

I read in the forums that some contracts were put on hold/suspended for several months without resolution. Does Upwork eventually pay for the jobs that were completed and submitted?

Hi Leeroy,

was it a contract based project? 

If yes,  so you no need to worry about your payment.

if no, you can Get support from Upwork help center.

 

Thank you

I'm posting this to give anyone else in the same situation an idea of the potential outcome.

In short, you might be screwed and there is nothing you can do.

Personally, I'm done with UpWork.

 

An agent from Upwork Help responded to my request, here is the complete answer:

 
**Edited for Community Guidelines**

3d83df28
Member

Hi Falgun,

yes, it was contract based. I still can see this contract in my list, and it shows: Completed.

It's good to know I'm covered, then — thank you for taking the time to tell me.

c05e75c3
Member

I started my 4nd job on Upwork and after 14:30 hours of work I get notification that is a contract is paused

can you explain this situation. Right Now, My client's is not responding me. can I get my money I was worked?

 

 

Hi Abhishek,

 

Thank you for reaching out to us. I can understand your concern. The contract was paused on the 8th of May so any hours logged prior to that date still qualify for Payment Protection. Our team will check your Work Diary and pay you for the hours that adhered to the criteria listed here.

 

While your contract is paused, you may do the following: 

 

  • Stop working on the contract immediately – Any work completed during this time is not covered by Upwork’s Payment Protection.  Do not resume billing through Upwork until you receive a notification from Upwork that the contract is reactivated. Hours billed prior to the contract being paused are still eligible for Payment Protection.
  • Contact your client – Get in touch with your client as soon as possible to find out when the contract will resume.

 

All Upwork users have the freedom to end a contract anytime but kindly talk to your client first because it is always best if everyone is aware of what's going on with the contract and has a mutual agreement to close the contract. Please note as well that an email was sent to your client advising them on how to fix the issue regarding the suspension of their account. 


~ AJ
Upwork
75012be6
Member

I'm encountering the same issue and I can't add manual time this week. What should I do? Should I contact my client directly?

My contract is currently paused by Upwork. I wasn't able to add manual hours for this week. What should I do? I can't find Upwork's support email. 

Hi Cedric,

 

Thank you for reaching out to us. I see that your contract has been paused while we are investigating the issue on your client account. Please do not resume work until the contract is active again as any hours logged while the contract is paused are not covered by Upwork Payment Protection. Check out this help page for more information.


~ AJ
Upwork
27c1a1f8
Member

Hello, 

I was working with a client, we have two contracts together, that Upwork suspended without any given explanation. I discussed the matter with the client and he also says that it is the first time that this happens. I don't know if I am going to be paid for the work that I did for this client tho!

Will this issue be resolved soon? Where is the problem? 

 

Thank you

Hi Syrine,

 

I'm sorry to hear about this experience. To help protect both you and your clients, we pause contracts in certain situations.

For example, if there is a problem with your client’s Upwork account or billing method, we’ll pause your contract with them. While the contract is paused, you won’t be able to bill that client and should stop any work on the project until the contract is resumed. We’ll let you know if we have paused one of your client’s contracts, and we’ll also let you know when we reactivate the contract. We can’t share the specifics regarding why the contract was paused, due to privacy concerns.

 

Feel free to review this help article for more details. We seek your patience and understanding while we sort this out for you.

 

~ Arjay
Upwork
khadim287472
Member

I have many contracts going on but recently i received a notification from Upwork mentioning that one of my contract is paused due to some reason and they mentioned the contract name and ID which is paused by Upwork but then I checked my contracts and I saw that my two contracts are paused the one is which i received notification and other one which I didn't received any notification frlm Upwork for that contract.

I contacted my client (the one who's contract pause notification was not sent by Upwork) and asked him that Contact is paused what's the reason. He replied that contract is not paused and it was never paused. 

I don't know how what's this situation.

Hi Khadim,

 

I checked and can confirm that the contract in question is indeed paused. I'm afraid that we can't share details of another user's account due to privacy reasons, though your client may contact our Support team for further assistance. I'd suggest that you do not resume working with this client until the contract is reactivated, as any work completed during a contract pause is not covered by Upwork’s Payment Protection programs. You can check this help article to learn more.

~ Luiggi
Upwork

How my client can resume the contract and how this issue can resolved?

Hi Khadim,

 

The client has to contact the support team. You don't have to do anything on your end as only the client can get this resolved.


~ AJ
Upwork
4b57dcb5
Member

Hey Upwork,

I was working on a project:
Contract ID: 30342984
After submitting the work 22 May 2022 the client become unresponsive.
After 2 days of submitting the work I Recieved an email from Upwork of contract holded 24 May 2022.
Now 14 days passed I submitted my work.
When I Recieved my amount.
Please checkout what's wrong with this contract.
Thank you

Hi Faiqa,

 

There are two reasons why your contract may be paused:

 

  • Your client has decided to pause your Hourly Contract: If no work needs to be done at the moment, clients can temporarily and immediately pause a contract. This prevents hours from being logged on the contract, without the need to end it, until you are ready to proceed with the next part of the project. 
  • There is a problem with your client’s Upwork account: In this case, your contracts with them will be paused automatically and you cannot continue to bill that client through Upwork until the issue is resolved. There are many possible reasons this could occur, although we can’t share the specifics regarding your client’s account due to privacy concerns.


You can check out this help article to learn some tips on what you can do if your contract is paused.


~ AJ
Upwork

Hey Annie,

I don't understand what's you mean.

After 2 days of submitting the work I received message from Upwork for hold.

So, My question is that can you check out please client amount funded or not .

According to Upwork policy I received the amount automatically after submition of 14 days.

Can you check out what wrong with the client.

Will I Recieve my funds in this situation?

Thank you

Hi Faiqa,

 

One of our agents will reach out to you via a support ticket to assist you further. You can access your support tickets here.


~ AJ
Upwork

Thank You Annie

waiting for agent to connecting.

Client is also unresponsive.

So, I can't contact the client.

I request the Upwork please kindly resolve my issue.

Thank you

7e9b9b17
Member

Hello everyone. 

I have a contract which is paused by Upwork for almost 2 months now. It also says the Client is suspended due to some reason.

 

Should I wait till upwork gets this fixed or end my contract? 

Rpereira

Hi Rejoy,

 

While your contract is paused, you may do the following: 

 

  • Stop working on the contract immediately – Any work completed during this time is not covered by Upwork’s Payment Protection.  Do not resume billing through Upwork until you receive a notification from Upwork that the contract is reactivated. Hours billed prior to the contract being paused are still eligible for Payment Protection.
  • Contact your client – Get in touch with your client as soon as possible to find out when the contract will resume.

 

All Upwork users have the freedom to end a contract anytime but kindly talk to your client first because it is always best if everyone is aware of what's going on with the contract and has a mutual agreement to close the contract.


~ AJ
Upwork
barcinasxx
Member

Is there still a possibility for me to be able to get my pending bonus on Upwork even if my client's account has been paused by Upwork?

Hi Abigail,

 

Unfortunately, we're unable to advise on this as we can't share any information about your client's account with you. I would suggest you communicate with your client directly and encourage them to resolve the issue with our support team.

 

~Andrea
Upwork
08572adc
Member

Hi,

My client's contract is showing suspended but i have completed work and submitted on deadline.

WillI get my payment since payment is being shown in escrow ?

 

Regards,

Hi Mehmet,

 

Thank you for reaching out to us. I checked your account and it seems like the client has successfully funded and approved the milestone. Currently, the amount is on pending status but it should be available for withdrawal by June 17.

 

While your contract is paused, you may do the following: 

 

  • Stop working on the contract immediately – Any work completed during this time is not covered by Upwork’s Payment Protection.  Do not resume billing through Upwork until you receive a notification from Upwork that the contract is reactivated. Hours billed prior to the contract being paused are still eligible for Payment Protection.
  • Contact your client – Get in touch with your client as soon as possible to find out when the contract will resume.

 

All Upwork users have the freedom to end a contract anytime but kindly talk to your client first because it is always best if everyone is aware of what's going on with the contract and has a mutual agreement to close the contract.


~ AJ
Upwork

Hello Everyone,
I had an hourly contract with a client. I worked last week and tracked hours. Also, this week I worked a few more hours and submitted the job but the contract is now suspended for some reason and my client isn't responding either. My payment of last week is supposed to release this Wednesday. Will it be released when my contract is suspended? And will I get paid for the hours that I tracked this week before the contract got suspended?

Hi Aakriti,

 

If there is a problem with your client's account, we'll pause your contract with them. Please know that we can’t share the specifics regarding why the contract was paused, due to privacy concerns. While the contract is paused, you won’t be able to bill that client and should stop any work on the project until the contract is resumed. You can learn more here.

 

~Andrea
Upwork

Hi Andrea, Upwork refunded the amount that I worked and tracked before the contract got suspended last week. Today when I checked my weekly summary the amount is deducted from the weekly payment. I haven't even got the payment why should I refund them when I am the victim here? Please make this clear to me I am worried now.

Hi Aakriti,

 

Thank you for your message. I see that the team has already notified you about the reversals via a support ticket here. Please don't hesitate to follow up with them on the support ticket if you have additional questions regarding your concern. You can view and respond to the Solved ticket via the notification sent to your registered email address.

 

Thank you,

Pradeep


Upwork
siwtech
Member

Hello,
Let me know shat should I do with this, can I close the project myself now?
I have been started the new project 2 months an ago, then 2nd day my client account has been suspended

Hi Shan,

 

You're free to close any contract on Upwork at any time. If your client is unresponsive and you don't believe they will be addressing the suspension on their account, it might be a good idea to end the contract.

 

~Andrea
Upwork
aqsa_majeed29
Member

Hi,

 

I've been working with my client I have a weekly billing period it was an hourly project. Last Friday, My question is, I have a pending billing. Can I still get that payment? And my client said that Upwork support has no response yet with the problem. 

 

Thanks for answering,

Hi Aqsa,

I can see you were able to submit a support ticket with our team regarding this. Please allow some time for our team to review and they will update you directly via ticket as soon as possible.

~Andrea
Upwork
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