Payment issue - Weekly limit was increased by the client, but I haven't received all the payment

[cameliascripa]

Dear @Upwork Support team,

I'm having a payment issue due to the weekly limit. Initially, it was set at 15 hrs/ week, then - at my request - the client was understanding and raised it to 20 hrs/ week. 

Today I received the money, however, the total sum was only for those 15 hrs limit. 

In the Upwork terms & rules is specified that the change will "take effect immediately and the hours in the Work Diary will count against that limit".

What's the solution? Let the client know that I wasn't paid for all 20 hours and move those to this week? 

Please see attached the explanatory screenshots. 

Thank you,

Camelia

[NikolaS]

Hi Camelia, 

Thank you for reaching out to us. I shared your report with our team and one of our agents will follow up with you directly via a support ticket to assist you further. You can access your ticket on this page.