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[ "technical support", "tech issue", "technical issue" ]

Upwork Troubleshooting Guide: How to fix technical issues

This article provides a centralized, step-by-step technical guide to help Upwork customers independently resolve common website, mobile app, and desktop application issues. It establishes a standardized framework for basic troubleshooting and outlines the exact diagnostic data required if a technical issue needs to be escalated to Upwork Support.

In this article

What to do when you encounter a technical issue on Upwork?

If something on Upwork isn’t working as expected, try these steps to resolve common browser, app, or device issues.

Before you start

Check status.upwork.com to see whether there’s a known outage, service interruption, or scheduled maintenance affecting Upwork.

If there are no known issues, follow the troubleshooting steps below based on how you’re using Upwork.

Browser troubleshooting

If you’re using Upwork in a web browser, try these steps first.

Make sure your browser is supported

Upwork supports the latest two versions of:

  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Safari

Using an outdated browser can cause pages, buttons, or features to behave unexpectedly.

Open Upwork in a private browsing window

Try reproducing the issue in:

  • Incognito mode in Chrome
  • InPrivate browsing in Microsoft Edge
  • Private Browsing in Firefox or Safari

This can help identify whether browser extensions, cached files, or stored cookies may be causing the issue.

Switch your internet connection

If possible, try switching between networks. This can help identify whether the internet connection may be causing the issue.

Try another supported browser or device

If the issue only happens in one browser, switching to a different supported browser can help determine whether it’s browser-specific. You can also try another device to see if the issue is related to your current device or setup.

Restart your device

If you've not tried another device already, a restart can help resolve temporary issues with permissions, networking, or background processes.

Mobile App Troubleshooting

If the issue happens in the Upwork mobile app, try the steps below.

Update the app

To ensure you have the latest version and features, install the latest version of the Upwork app from:

  • Apple App Store
  • Google Play Store

Switch your internet connection

If possible, try switching between networks. This can help identify whether the internet connection may be causing the issue.

Fully close and reopen the app 

Force close the app completely, then reopen it and try again.

Restart your device

Restarting your phone or tablet can help clear temporary system or connection issues.

Desktop App Troubleshooting

If the issue happens in the Upwork Desktop App or Time Tracker, try the steps below.

Make sure the app is updated

Install the latest available version of the app.

Switch your internet connection

If possible, try switching between networks. This can help identify whether the internet connection may be causing the issue.

Restart your computer

A restart can help resolve temporary issues with permissions, networking, or background processes.

Fully close and reopen the app

Restart the app from Settings  > Advanced > Restart

Note:

Clear Cache and Restart can be more effective, but it will erase preferences, cached time, and your list of previous memos. Only use it if Upwork Support asks you to, or if you are comfortable proceeding.

If the issue continues

If you're still experiencing the issue after trying the troubleshooting steps above, contact Upwork Support and share the information below. The more details you can provide, the faster we can investigate and help.

Tell us about the issue

What happened?
  • What were you trying to do?
  • What did you expect to happen and what happened instead?
  • What page were you on when the issue occurred? (Provide the page link if possible.)
When did it happen?
  • When did you first notice the issue?
  • When did it happen most recently?
  • What time zone are you in?
Can you show us the issue?
  • A screenshot or screen recording is very helpful.
  • If you see an error message, include it in your screenshot or recording.

Tell us about your device

If the issue happened in a browser:
  • Browser name and version
If the issue happened in the Upwork mobile app:
  • Device model
  • Operating system version
  • App version
If the issue happened in the Upwork Desktop App or Time Tracker:
  • Operating system and version
  • App version
  • Contract title or ID (for time tracking issues)

Tip

A screen recording is often the quickest way to show what's happening and can help us investigate the issue faster.

Information Upwork Support may request

If the troubleshooting steps above do not resolve the issue, depending on the complexity of the issue, Upwork Support may ask you to provide additional information to help investigate and resolve the issue more quickly.

The sections below explain how to collect commonly requested troubleshooting information, such as:

  • Screenshots
  • Screen recordings
  • HAR files
  • Mobile app logs
  • Desktop App logs

Providing these details can help reduce back-and-forth and speed up the investigation process.

Before sending troubleshooting files

Before you send screenshots, HAR files, logs, or recordings:

  • Remove sensitive personal or payment information when possible
  • Keep important troubleshooting details visible

Please avoid cropping, blurring, or not including details such as:

  • Page links (URLs)
  • Error messages
  • Timestamps
  • Warning messages

Important:

Only send HAR files, logs, and troubleshooting files through your private support ticket or another secure upload method provided by Upwork Support. Do not share them publicly.

How to generate a HAR file

A HAR file records browser activity while a webpage loads. It can help Upwork investigate issues such as:

  • Pages not loading
  • Buttons not responding
  • Browser errors
  • Slow page behavior

Before you begin

  • Start recording before reproducing the issue
  • Reproduce the issue only once if possible
  • Save the HAR file immediately afterward

Note:
Browser menus and button labels may vary slightly depending on your browser version.

Google Chrome

  1. Open Chrome and go to the page where the issue happens
  2. Select the three-dot menu in the upper-right corner
  3. Choose More tools > Developer tools
  4. Select the Network tab
  5. Make sure recording is active:
    • If the Record button is gray, select it so it turns red
  6. Select Preserve log
  7. Clear old entries from the log (Ctrl + L)
  8. Reproduce the issue
  9. Select Export HAR and save the file

Mozilla Firefox

  1. Open Firefox and go to the affected page
  2. Open the menu and choose:
    More tools > Web Developer
  3. Select the Network tab
  4. Clear any existing entries by clicking the trash bin icon
  5. Reproduce the issue
  6. Right-click inside the request list
  7. Choose:
    Save all as HAR
  8. Save the file

Safari

  1. Open Safari and go to the affected page
  2. If the Develop menu is not visible:
    • Open Safari > Settings
    • Select Advanced
    • Turn on:
      Show features for web developers
  3. Turn on Show features for web developers, or Show Develop menu in menu bar, depending on your Safari version
  4. Choose:
    Develop > Show Web Inspector
  5. Select the Network tab
  6. Reproduce the issue
  7. Select the export or download option in the Network tab and save the file.

Microsoft Edge

  1. Open Edge and go to the affected page
  2. Select the three-dot menu
  3. Choose:
    More tools > Developer tools
  4. Select the Network tab
  5. Make sure recording is active
  6. Select Preserve log
  7. Clear old entries
  8. Reproduce the issue
  9. Select Export HAR and save the file

How to take screenshots

Screenshots help Upwork review the exact error, page, or setting you see.

When possible, capture the full browser or app window so details like the page link (URL) and error message remain visible.

Windows screenshots

  1. Press Windows + Shift + S
  2. Choose a capture mode
  3. Capture the full browser or app window when possible
  4. Save or paste the screenshot into an application such as Paint, Word, or an email message

Tip: Press Windows + Print Screen to automatically save a full-screen screenshot to your Pictures > Screenshots folder.

Mac screenshots

  1. Press:
    Shift + Command + 3 to capture the full screen
  2. Or press:
    Shift + Command + 4 to capture part of the screen
  3. To capture a single window:
    • Press Shift + Command + 4
    • Then press Space
    • Select the window
  4. Once captured, right click the notification > show in finder to view and access the screenshot

iPhone screenshots

  • Face ID models:
    Press the Side button and Volume Up button together
  • Touch ID models:
    Press the Side or Top button and the Home button together

Android screenshots

  1. Open the screen you want to capture
  2. Press the Power and Volume Down buttons together
  3. If needed, press and hold the Power button and select:
    Screenshot

How to record your screen

Screen recordings can help Upwork review what happens before, during, and after the issue.

When possible:

  • Keep the full browser or app window visible
  • Include the page link (URL) and any error messages

Windows screen recording

  1. Press:
    Windows + G
  2. Open the Capture widget
  3. Select Start Recording
  4. Reproduce the issue
  5. Select Stop Recording
  6. The recording will be saved automatically

Mac screen recording

  1. Press:
    Shift + Command + 5
  2. Choose:
    • Record Entire Screen, or
    • Record Selected Portion
  3. Select Record
  4. Reproduce the issue
  5. Select Stop

iPhone screen recording

  1. Open Control Center
  2. Select:
    Screen Recording
  3. Wait for the countdown
  4. Reproduce the issue
  5. Stop the recording from Control Center

The recording is saved to Photos.

Android screen recording

  1. Swipe down twice from the top of the screen
  2. Select:
    Screen record
  3. Choose recording options
  4. Select Start
  5. Reproduce the issue
  6. Stop the recording from the notification bar

Note:

Some apps or protected content may limit screen recording.

How to share mobile logs from the Upwork app

Upwork Support may occasionally request diagnostic information from the mobile app.

  1. Open the mobile app
  2. Reproduce the issue once
  3. Click on your profile on the top left corner
  4. Tap the app version at the bottom of the page about 5 times until the developer settings menu appears
  5. Select:
    Email logs
  6. Send the logs:
    1. Directly to Upwork Support via email, or
    2. To yourself first so you can download and upload the files to your support ticket

How to send Desktop App logs

If the issue happens in the Upwork Desktop App or Time Tracker, Upwork Support may ask for logs.

  1. Open the Upwork Desktop App
  2. Click on your profile picture in the lower-left corner
  3. Select:
    Support and Feedback
  4. Stay on the Get Support tab and describe the issue
  5. Select Send

How to send files to Upwork Support

Reply to your existing support ticket and attach the requested files.

Please include:

  • What you attached
  • The steps you took before the issue happened
  • The date and time of the issue
  • Your time zone
  • The affected page, feature, or contract
  • Whether the issue happens every time or only sometimes
  • Any other helpful information

If the file is too large to attach, let Upwork Support know in your reply. Support will provide the next best way to send it.

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