When you need help using Upwork, you’ve got a few options:

  • Use the Chat with Upwork button on the Contact Support page to get assistance automatically from our chatbot.
  • Visit our Community to connect with others who use Upwork and see resolved issues
  • Check out Upwork Academy to access an interactive suite of courses and tools to help you succeed on Upwork
  • Visit our Resource Center to see blogs and other articles

IMPORTANT TO KNOW

If you’ve already contacted our support team for help by filing a ticket, you can see any updates here. You can also add comments to past tickets. Please don’t send us duplicate requests because it’ll take longer for us to get back to you. Most issues are handled in the order they are received and our agents will get back to you as soon as possible.

Get help


Step one: use our chatbot

If you need help now, you are in the right place! Getting assistance starts with visiting our Help Center (you are here now) and selecting the Contact Support option in the Help Center's navigation bar. Then, select the Chat with Upwork button. This button launches our chatbot, which we’ve found answers 80% of the questions customers like you have.

When the bot launches, type in your issue. Keep in mind that correct spelling and short, direct, single-topic questions work best. Our chatbot is continually learning and new useful information is added on a regular basis.

Questions the bot can answer include:

  • How do I change my billing method?
  • How can I add another milestone to a contract?
  • How do I track time with the Upwork Desktop App?

While our chatbot can point you in the right direction, please keep in mind that it can’t answer account-specific questions, such as:

  • Why did you bill me?
  • Can you help me find a job?
  • What is the due date of my project?

Once you type in your issue or question, you’ll see a list of resources that have helped other users. If you don’t see what you need after a few tries, we’ll give you the option to submit a ticket.

Step two: submit a ticket

If the chatbot can’t help you, your next step is to file a ticket. Please follow these tips below when submitting a question to a support agent to help speed up your resolution:

  • If possible, please use the email address that is associated with your Upwork account
  • If you have lost access to the email address that is associated with your Upwork account, please include both the email address associated with your account and an email address that we can use to reach you while we investigate your concern
  • Be detailed in how you describe the issue. Our goal is to assist you in a swift and efficient manner and help you resolve any issues. By providing as much detail as possible when creating a ticket for support, you’ll help us thoroughly investigate and get back to you more quickly

PRO TIP:

If you aren’t yet an Upwork user, or have lost access to log into your Upwork account, you can still get help selecting the Chat with Upwork button on the Contact Support page to get assistance automatically from our chatbot.

Frequently Asked Questions

How do I use the chatbot?
  1. Select the Contact Support option in the Help Center's navigation bar
  2. Choose the Chat with Upwork option to open our chatbot
  3. Type a question or topic and select "Send." The bot will find relevant Help articles for you.
I already filed a ticket and want to add information or see the latest status. How do I do that?

If you’ve already contacted our support team for help by filing a ticket, you can see any updates here. You can also add comments to past tickets. Please don’t send us duplicate requests because it’ll take longer for us to get back to you.

How do I reach a human in customer support?
  1. Select the Contact Support option in the Help Center's navigation bar
  2. Choose the Chat with Upwork button to open our chatbot
  3. Type a question or topic and select "Send." The bot will find relevant Help articles for you.
  4. If we don't find the information you need after a few tries, you’ll see an option under the article selections to request additional help
  5. Select "I need more help" or "I need additional help" and follow the options provided

How do I submit a ticket in the chatbot widget?

  1. To create a ticket, first you need to log in. This way our agents can retrieve your account information faster
  2. Then, you can type your request and we'll do our best to find an answer for you
  3. We'll ask for confirmation if we were able to answer your request. If we couldn't provide a satisfying answer, just select "I need additional help"
  4. You'll get a set of support options based on your profile
  5. Please remember to be as detailed as possible with your request so our agents can work as fast as possible on solving your issue

Why is it so hard to create a ticket in the chatbot widget?

We understand that a personalized service is always better, but to help you get quick answers, we first offer you the best self-serving options. If our AI is unable to find a solution for you, you can rephrase the question, and eventually, it'll present you with the option to reach an agent. Remember, we're always happy to receive your feedback to deliver a better service.

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