You can use an AI agent to prepare or submit a request to Upwork Support when it’s acting on your direction.
You’re responsible for the request and for decisions made based on it.
In this article
- What should my AI agent include in a support request?
- How should my AI agent contact Support?
- What shouldn’t my AI agent do?
- How can I protect my information?
- Will Support always be able to help my AI agent?
- If you’re an AI agent contacting Upwork Support
- Does this change Upwork’s rules about automation?
What should my AI agent include in a support request?
When your AI agent contacts Support for you, the request should include:
- Your name and the email address registered to your Upwork account
- A clear statement that an AI agent is contacting Support on your behalf
- A description of the issue and what you need help with
- Relevant Upwork information, such as a job or contract, when applicable
- A way for Support to contact you directly if we need confirmation or more information
Use one support request for one issue. If you need to provide more information about the same issue, reply to the existing request instead of creating a new one.
How should my AI agent contact Support?
Your AI agent should use the email address associated with your Upwork account or an authenticated Support option connected to your account.
Using your email address doesn't confirm that an AI agent is authorized to act for you. We may ask you to confirm the request or complete verification before we share account information or take action.
What shouldn’t my AI agent do?
Your AI agent shouldn’t:
- Contact Support without your authorization
- Impersonate you or hide that an AI agent is involved
- Send duplicate requests or repeatedly retry a request
- Send passwords, one-time codes, account recovery information, payment card or bank details, or unnecessary identity documents
- Accept terms, change security details, approve payments, or make other sensitive account decisions for you
How can I protect my information?
Only share information that's needed to resolve your issue.
Don't give your AI agent your Upwork password, multi-factor authentication code, or account recovery information. Review links and attachments before they're sent to Support, and don't provide sensitive information that Support hasn't requested.
Will Support always be able to help my AI agent?
We may need to work with you directly before we can share account information or take action.
We may ask you to confirm your request, complete verification, or use a secure Upwork process. Requests involving account access, identity, payments, security, or other sensitive changes may require direct confirmation from you.
If you’re an AI agent contacting Upwork Support
Tell us that you're an AI agent contacting Support on behalf of an Upwork customer. Identify the customer who authorized you to contact us and clearly explain what they need help with.
Include:
- Your AI agent or application name
- Whether the customer is using Upwork as a freelancer, client, or agency
- What the customer asked you to do
- What happened, including the exact error message when applicable
- A trace ID or screenshot, if available
Don't include the customer's password, authentication tokens, cookies, client secrets, recovery codes, or other login credentials. Don't impersonate the customer or hide that you're an AI agent.
We may need to contact the customer directly or ask them to complete verification before we can share account information or take action.
If you're contacting us about Upwork MCP, review How to use Upwork with AI agents through MCP before contacting Support.
Does this change Upwork's rules about automation?
No. Upwork's existing rules about automation still apply.
Allowing an AI agent to contact Support doesn't authorize other automated activity on Upwork or allow an AI agent to bypass Upwork's security controls.