Last Updated on December 7, 2020
Upwork is one of the most popular freelancing websites online. Thousands upon thousands of jobs are posted to the platform online. Of course, as brilliant as all this work is, you need to know that somebody has got your back. So, how is Upwork customer service? Are they going to help you if you stumble into problems? Are they just going to make your issues worse? We thought we would take a look.
What is Upwork?
Upwork is a massive freelance website. While it isn’t as big as sites like Freelancer or Fiverr, it is still the ‘go-to’ place for many people to look for freelancers. Of course, it is also the ‘go-to’ place for budding freelancers looking for work.
You may have seen Upwork previously operating under the name oDesk or eLance. The two companies combined to form Upwork.
Contacting Upwork Customer Service
Contacting Upwork is incredibly simple. You can either contact them via:
The chat is a live chat option too. While they may not be able to deal with every single issue that you have on their platform via live chat, it is one of only a few freelancing websites that have one. Same when it comes to the telephone number. This is fantastic. It does help to explain a lot of the positive reviews that Upwork customer service has on the communication front.
Step 1: Read the FAQ
If you have an issue with Upwork customer support, then we suggest that you read their FAQ first. It is loaded with information and 9/10, it is going to answer any questions that you may have. It is probably one of the better FAQs we have seen. All the information has been neatly broken down, so you shouldn’t have that many issues finding the answer to the question that you have.
Don’t contact Upwork customer support without reading the FAQ first. If you do, then their first response will simply be a copy and paste of the FAQ. You would have wasted everybody’s time!
Step 2: Contact Upwork
If you haven’t found the answer to your question in the FAQ, then hit the button that says “Contact Us” at the bottom of the support page (https://support.upwork.com/hc/en-us). This will then open up a small chat robot that will ask you how you wish to get in touch with them. Select the option that you want.
In most cases, particularly if you are located outside of the United States, it is best to contact Upwork using the email option. The responses should come through within about 24-hours.
Step 3: Write your email
Upwork have a brilliant customer support team, but they can only help you if you describe, accurately, what your issue is. So, try to attach plenty of evidence if you really need help from them. The more information you give, the quicker the issue can be resolved.
Step 4: Wait for a response
In our experience, Upwork will respond within about 24-hours, although complicated cases may take a little bit longer. In the majority of cases, the problem will be dealt with from the very first email. if it isn’t, then they may ask you to submit further information.
What is the State of Upwork Customer Service?
When you look at most freelancing platforms on TrustPilot.com, you will often see that they have a wealth of negative reviews. It is rare to see a company being rated above 3-stars, with most companies falling well below that. Upwork seems to be one of those rare exceptions to the rule. This is because this company has, somehow, managed to achieve a whopping 4.5-star rating on TrustPilot.com. Obviously, not all of this is related to their customer support services, but if their customer support was terrible, then that would have been reflected in their rating as they would have received a ton of negative reviews.
The only real complaints about Upwork customer service seems to be that they close your account for no reason. However, it is impossible to know whether the account was genuinely closed for no reason. We are going to assume not. Companies are not really in the habit of closing an account unless something is actually wrong with the account. They would be throwing away money otherwise.
Other negative reviews also seem to claim that Upwork customer service often goes above and beyond for the top-rated sellers e.g. removing negative reviews from their account. Sadly, since the person complaining does not seem to be giving any information related to the feedback that was removed, it is hard to judge whether it is a viable complaint or not.
As we said, the bulk of the reviews on Upwork do seem to be trending towards the more positive side. There are plenty of reviews about how helpful Upwork customer service is when somebody runs into an issue. This applies to both buyers and sellers. If somebody can provide evidence that they have been scammed or not received payment for work they have done, then customer support will help to deal with the situation, often through payment or a refund. This is a stark contrast to other freelancing companies out there who seemingly do not care if a job has not been completed properly. They just want to get their hands on your money.
All in all, we are going to say that Upwork is in a decent state right now when it comes to the customer support side of things. This certainly isn’t too shabby considering this company has been going through rapid growth over the past few years.
Upwork is well-known for having one of the best customer support teams out of all of the freelancing websites. Yes. Their fees are a lot higher than some other platforms, but when you work with Upwork, you really feel as if you are ‘protected’ should you run into any difficulties, whether you are a buyer or a seller.