When you need help using Upwork, you’ve got a few options:
- Use Get Support to get assistance automatically from our chatbot. The Get Support widget, which can be found at the bottom of this page and all Help center pages, can help you find an answer or get you in touch with a live support agent if you need more help.
- 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 Get Support button at the bottom of this and any Help center page. 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 to reach a live support representative right from the chatbot.
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 using the Get Support button at the bottom of this page.
Frequently Asked Questions
- Select the Get Support widget at the bottom of this or any Help center page
- Type a question or topic and select "Send." The bot will find relevant Help articles for you.
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.
- Select Get Support at the bottom of this or any Help center page
- Type a question or topic and select "Send." The bot will find relevant Help articles for you.
- If we don't find the information you need after a few tries, you’ll see an option under the article selections to "Contact Support"
- Select "Contact Support" and follow the options provided