Desktop App Troubleshooting

If you see error messages, quit the app and then reopen it. This will force it to load any updates from Upwork. If the issue continues, check this list (below) of known issues and fixes.

Known Issues and Fixes

If that doesn’t help, how do I report a problem?

If you still experience problems, report the issue so we can help you. Here’s how:

In the app, click your name at the lower left of the Time Tracker window and select Contact Support. Explain what you’ve experienced and submit. It’ll automatically attach a log file we can look at to diagnose the issue.

If the problem prevents you from contacting us through the app, you can file this form. Please understand you may be asked to upload the log file manually and it could take a little longer to resolve the issue.

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How can I find my log file?

If an agent needs you to send in log files to help diagnose an issue, go to the location listed below, then create an archive of your log files to attach to your ticket.

  • Windows: %USERNAME%\AppData\Local\Upwork\Upwork\Logs
  • Mac: ~/Library/Application Support/Upwork/Upwork/Logs
  • Linux: ~/.Upwork/Upwork/Logs/

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How can I reset my app?  

Do NOT press the “Clear cache and restart” button in the app preferences unless instructed by Customer Support. This reset option will wipe your app’s user data and restore the app to default settings. You will lose all preferences, user settings, saved credentials, and any un-uploaded time cache. You can’t undo this action. Afterwards, it will be like you are logging in for the first time.

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Have more questions? Submit a request


Upwork Status

Incident Status

Our records show your Upwork account is not active.

This might be due to no account activity (earnings, payments, contracts, etc.) or because we had to suspend it. When we suspend an account we send an email explaining the reason and whether or not you can take steps to reverse the suspension. Please review that email for more details.

For general questions, you can visit our Community or review our Terms of Service.

We’ll start a video chat with you. Please make sure you use a desktop device with a camera to continue the process. Also, allow Upwork temporary use of your camera and microphone. You may disable this access after the chat session.

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