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UpWork Customer FAQ

Top Answers & How-to Guides

How do I Contact UpWork Customer Service?

The question we are asked most often is about how to talk to UpWork customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

How Do I Update My Payment Information on UpWork?

Learn the simple steps to update your payment information on UpWork, ensuring smooth transactions and timely payments. Whether you've...

How Do I Recover My Account on UpWork?

If you've lost access to your UpWork account, follow this step-by-step guide to recover it. Whether due to a forgotten password or...
Ask any question you have about UpWork customer service, get an answer now.

Recent UpWork Customer Questions

i'm trying to get my account verified but the ID verification isn't available only the license and military is there and i dont have any of those

UpWork requires users to verify their identifications to ensure a safe and trustworthy marketplace. If you don't possess a driver's license or military ID, you can also use your passport. If you don't have any of the listed IDs, we recommend checking back later as the options update periodically. But keep in mind that if you're asked to verify your ID, it's a necessary step for you to continue working on UpWork. Please ensure that your ID is valid and clearly shows your photo, name, signature, date of birth, expiry date, and the ID number.
Asked Apr 15, 2024 7:59 PM

payment withdrawal is suspended for almost a week now. I have paid the $75, but I still cannot withdrawal my money.

We're sorry to hear about the issue you're having with your account. There could be various reasons why your withdrawing ability is suspended on UpWork. The suspension might be for security reasons, verification purposes or in case UpWork is updating any account feature. Whatever the cause, you would usually receive an email explaining the situation, so please check your inbox and junk mail. If it persists and you haven't been given a timeframe for resolution, we recommend getting in touch with UpWork's customer support team who can give specific advice based on your account's situation and possibly expedite the resolution process.
Asked Mar 15, 2024 4:52 PM

my phone number already exists from old account

It appears that you've previously set up an UpWork account with your phone number. UpWork requires unique phone numbers for each account. If you have an old account that you no longer use, you might be able to change or remove the phone number associated with that account. This will free up your phone number to be used on a new account. If you have forgotten the login details of your old account, it would be best to retrieve those, rather than creating a new one. Creating multiple accounts is against UpWork's terms of service and can result in permanent suspension.
Asked Mar 2, 2024 10:34 PM

I can't get past the last phase of my profile

At times, completing the last phase of your profile may be a bit tricky. This could be due to various reasons such as missing information, or the need to review the details you've provided. It's best to ensure all the details within your profile are filled out correctly. These include your work history, education, hourly rate, title, overview, photo, and skills. Additionally, make sure your profile overview is detailed, and it showcases your skills and abilities effectively. Another tip is to take relevant UpWork tests to improve your profile strength. Just make sure to review all your information, ensure it's detailed and correctly filled out, then try to submit it again.
Asked Feb 29, 2024 7:34 PM

I am unable to login to UpWork because it won't allow me to login with just my email address. It changes to "this address has a google sign-in". But it does not.

It appears you may have originally signed up for UpWork using your Google account. That's why it's prompting you to continue with Google sign-in. If you're sure that you didn't sign up with Google, try to clear your browser's cache and cookies, then attempt again. If the problem persists, try using a different internet browser or use an incognito/private window. If you still can't access your account, you might have to reset your password. Please remember, your privacy is UpWork’s priority, they use this as a safe way to verify it's really you that's trying to access your account.
Asked Feb 14, 2024 11:34 PM

Help me with my UpWork customer service issue

Account Management

How Do I Update My Payment Information on UpWork?

Learn the simple steps to update your payment information on UpWork, ensuring smooth transactions and timely payments. Whether you've...

How Do I Recover My Account on UpWork?

If you've lost access to your UpWork account, follow this step-by-step guide to recover it. Whether due to a forgotten password or...

How Do I Create an Account on UpWork?

This article outlines the steps to create an Upwork freelancer account, emphasizing the importance of completing the profile to increase...

How Do I Delete My Account on UpWork?

Upwork has transformed the way professionals connect and collaborate. However, circumstances change, and you might need to delete your...

How Do I Turn Off Notifications from UpWork?

With notifications selectively silenced, you can channel your energy and concentration into your projects without disruptions. By customizing...

Client Communication

How do I communicate with clients on UpWork?

Communication with clients on UpWork is a fundamental part of building successful working relationships. UpWork provides several tools Additionally, freelancers can send and receive files directly through the messaging system, which is very convenient for sharing documents, images, or other relevant materials. For more detailed discussions, clients and freelancers often prefer to schedule video or audio calls using external platforms, such as Zoom or Skype, though this should be organized outside the UpWork platform to ensure that all official communications are documented within the UpWork chat. It is also important for freelancers to respond promptly to client messages. Timely communication lends professionalism and shows that one is dedicated to the project. When discussing any project details or updates, being clear and concise is key. Using UpWork's built-in tools can help ensure that communication is organized and effective. For further specifics on communication tools or options, it may be beneficial to check the current UpWork help center or resources available on their website....

How do I handle client feedback on UpWork?

Handling client feedback on UpWork is an essential part of the freelance process that can greatly impact your professional reputation In cases where the feedback is not favorable, take a moment to reflect on the client's concerns. Approach the situation with an open mind and a willingness to improve. Respond professionally, acknowledging their points and indicating your commitment to addressing any issues. If possible, offer solutions or ask for clarification regarding their specific concerns to show that you value their input and are invested in making things right. Additionally, consider using feedback as a learning opportunity. Identify recurring themes in the feedback you receive from multiple clients to pinpoint areas for improvement. This proactive approach will not only enhance your service but also help in building positive relationships with future clients. By maintaining a respectful tone and being receptive to critiques, freelancers can create a constructive dialogue that fosters trust and collaboration on the UpWork platform....

Dispute and Fees

What is the dispute resolution process on UpWork?

The dispute resolution process on UpWork is designed to assist freelancers and clients in resolving conflicts that may arise during Initially, it is encouraged that both the freelancer and the client communicate openly to try to resolve the issue amicably. UpWork provides a messaging system and workroom for this purpose, fostering direct communication between the parties involved. If a resolution cannot be achieved through direct conversation, the next step involves formally requesting mediation through UpWork's dispute resolution system. This process is initiated when one party submits a dispute claim, usually regarding an escrow payment. Once the dispute is submitted, both parties are prompted to provide their respective perspectives and any relevant documentation to support their claims. A representative from UpWork will review the information provided by both parties and offer assistance in reaching a resolution. If the dispute remains unresolved after mediation, the matter may be escalated to UpWork's arbitration process, which involves a more formal review by an arbitrator who will make a binding decision based on the evidence presented. It is important for both freelancers and clients to be aware of the terms of service provided by UpWork, as these policies dictate how disputes are handled. For detailed information regarding the dispute resolution process, it may be beneficial to explore the relevant sections on the UpWork website....

What fees does UpWork charge for transactions?

UpWork employs a tiered fee structure for transactions that freelancers and clients need to be aware of. For freelancers, the service For clients, UpWork generally charges a payment processing fee in addition to the freelancer's rate; this fee varies depending on the payment method chosen. Typically, clients using credit cards or PayPal may incur a slight fee, while bank transfers may have no additional processing fees. It is important to note that additional fees may be applied for specific features, such as currency conversion or the use of certain payment methods. Freelancers and clients should regularly check UpWork's website for the most current information on fees as they may be subject to change. By staying informed about these fees, users can better manage their budgets and expectations when using the platform....

How can I enhance my profile visibility on UpWork?

Enhancing profile visibility on UpWork is crucial for attracting potential clients and securing projects. First and foremost, it is Next, the utilization of relevant keywords throughout your profile is imperative. By incorporating specific keywords that potential clients may search for, you increase the likelihood of appearing in search results. Additionally, showcasing your skills through the skills section provides clients with a quick overview of your expertise. Consider selecting a mix of widely sought-after skills and specialized skills that align with your niche. Another effective strategy is to build and maintain a robust portfolio. Displaying examples of your past work can significantly enhance your credibility and appeal to clients. Be sure to include diverse examples that showcase your versatility in your field. Furthermore, obtaining positive reviews and feedback from past clients can enhance your profile's appeal. Striving for high-quality work should be a priority, as good ratings will establish your reputation on the platform. Staying active on UpWork is also important. Regularly applying to jobs, participating in community discussions, and updating your profile with new skills or experiences can help maintain or improve your visibility. Lastly, consider exploring UpWork's various programs or offerings that may allow you to gain more exposure, such as specialized profiles or utilizing the platform’s marketing features. By implementing these strategies, one can effectively enhance their profile visibility on UpWork, making it easier for potential clients to find and connect with them. For more information, individuals may check the current UpWork web page for additional guidance and resources....

Job Opportunities

How do I set my hourly rate on UpWork?

Setting your hourly rate on UpWork is an essential step in establishing your services on the platform. To begin, you will first need It is advisable to research the market rates for your specific field to ensure that your rate is competitive yet reflective of your experience level. Consider factors such as the complexity of the tasks you undertake, your qualifications, and the demand for your services when determining your rate. After establishing your desired hourly rate, be sure to save your changes. This rate will be visible to potential clients when they browse through profiles, so it is crucial that you present a rate that accurately represents your value in the marketplace. If you need further guidance, the current UpWork help page may offer additional insights....

How can I find the right job opportunities on UpWork?

Finding the right job opportunities on UpWork can seem overwhelming at first, but with a strategic approach, it becomes much easier. Once your profile is set up, you can utilize UpWork’s advanced search features to filter job listings based on specific criteria such as keywords, categories, and payment ranges. This allows you to focus on job postings that are most relevant to your expertise and interest. Additionally, setting up job alerts for certain keywords or categories can ensure that you are notified as new opportunities arise, enabling you to respond promptly. Another effective strategy is actively engaging with the UpWork community. Participating in forums, groups, and discussions can provide insights into industry trends and job opportunities that you might otherwise miss. Clients often look for freelancers who are not only skilled but also demonstrate enthusiasm and a willingness to collaborate. Reviewing job postings carefully is also crucial. Pay attention to the requirements, client history, and payment details before applying. Customizing your proposal to address the specific needs expressed by the client demonstrates your professionalism and understanding of the project. Finally, building a strong network on UpWork can lead to referrals and repeat business. As you gain experience and gather positive feedback, your visibility within the platform will increase, making it easier to secure desirable job opportunities. Remember to stay persistent and adaptable in your approach, as the freelance landscape can be dynamic....

What are the best practices for writing proposals?

Writing effective proposals on UpWork is crucial for freelancers looking to win projects and attract clients. There are several best Another important aspect is to highlight relevant experience and skills. Freelancers should succinctly showcase their expertise, providing examples of similar projects they have completed in the past. This not only builds credibility but also reassures the client that the freelancer is equipped to handle the job. It is also advisable to address any questions or concerns the client may have within the proposal. By doing so, freelancers can establish themselves as attentive and proactive. Including a clear outline of how the freelancer intends to approach the project can also be beneficial. This provides the client with a roadmap, which can instill confidence in the freelancer's capabilities. Moreover, the proposal should be concise and well-organized. Clients often receive numerous applications and may not have time to read lengthy proposals. Clear, straightforward language combined with a logical flow will make the proposal more accessible and engaging. Finally, adding a personalized touch is key. Utilizing the client’s name, referencing specific details from the job posting, and conveying enthusiasm for the project can make a significant difference. Overall, a well-crafted proposal should be a mix of professionalism, relevance, and personal connection, enhancing the chances of landing the desired project on UpWork....
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