Complaints

This profile includes complaints for Upwork's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Upwork

  475 Brannan St Ste 430 San Francisco, CA 94107-5421

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  Upwork, Inc

  441 Logue Ave #150 Mountain View, CA 94043-4018

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, BBB team.Very appreciat your help on this. On May 19, 2025, I attempted to purchase an Upwork membership through the Upwork mobile app (via ***** in-app purchase CNY198~=US$28). The system did not confirm whether the payment was successful the app appeared stuck, and there was no clear *********** a result, I believed the transaction had failed, and I purchased the same membership again via Upworks website using my credit card(US$19.9).Later, I discovered that both payments were successful, and I had been charged twice for the same service once through *****, and once through direct credit card payment.I submitted two refund requests to *****, but both were rejected. ***** explained that it could not determine whether the in-app purchase was a duplicate. This is reasonable, as ***** simply acts as a payment processor, not the service provider.However, Upwork then stated that they could not trace membership payments processed through ***** and refused to help further.This is unacceptable. Upwork is the actual service provider, and it received both payments. It is Upworks responsibility to:1. Provide users with clear transaction status 2. Detect duplicate purchases by the same account 3. Take responsibility for platform-induced errors The duplicate charge happened due to Upworks system flaw, and users should not bear the consequences of system ambiguity or poor ********* requested resolution:I am not asking for a refund. Instead, I am requesting that Upwork either:1. Extend my membership by one additional billing cycle, OR 2. ***** me an additional 100 Connects as compensation for the duplicate charge.This is a minimal, fair remedy for the loss caused by a system error on Upworks part.

  Business Response

  Date: 05/28/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  
  We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions. 
  

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I'm very appreciated BBB's help on this and you have offered a good example of how a legal society should be like. Many thanks again. 

  
  Sincerely,
  
  ******(yinling) Wei

• Initial Complaint

  Date:05/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************** is a platform that allow freelancers/agencies to post bids on projects posted by individuals or businesses. Bidding system requires using of some kind of credits named connects. Each connect costs 0.15 USD. Each bid requires different number of connects. E.g. 6 connects, 8 connects, 12 connects, 20 connects etc.The platform refunds the connects if the client interacts with you via Upwork messaging system or hires you.The plaftorm does not return the connects if job poster does not contact you or hire anybody.There are many examples of project posts that result with no hire and stay open for very long time. When Upwork does not refund connects for projects that don't hire anybody; every freelancer bidding on that project is losing money but Upwork is winning big money.This is not an ethical way of doing business. In the previous decade it was not like this.Upwork at that time was not require lots of connects to spend on bidding and their main source of revenue was commissions from real projects. The platform was fair at that time compared to their state now.If you check ********** subreddit and other public resources you will see many people complain about Upwork's new freelancer destroying business ******** my opinion, there must be an authority that will enforce Upwork to do:Require the client to verify identity and add a valid payment method before posting a job.Auto-close a project if no hire has been made in 7 days and refund the money spent by freelancers.Make clients to pay for posting a job. This will help dealing with fake job postings by bots or AI etc.Audit the platform so there is no fake job postings.After the above changes applied, I belive this will be a more ethical business model. Please review my request and let me know your thoughts. I need your critical advise.Some examples posted on Reddit:*******************************************************************************************************************

  Business Response

  Date: 05/27/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 

  Connects are Upwork's virtual currency for submitting proposals for job postings. Each proposal requires a specific number of Connects, depending on the job's value and competition. Customers can see how they spent their Connects under Membership and Connects in their Account Settings.

  Evolving our pricing model from time to time aligns with our ongoing efforts to support all of our customers. We are committed to providing high-quality tools and a matching pricing structure. We also continue to invest in new ways for freelancers to access more opportunities, build their businesses, engage with high-quality clients, and maintain autonomy and control over their careers.

  We are in contact with the customer directly and will continue to support them should they have additional questions. The customer can also request assistance via the Support page on the Upwork website or by directly replying to our email. We will be happy to assist.
  

  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23374414
  
  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to Upworks message.
  
  I appreciate that Upwork has acknowledged my concerns and responded via both the BBB portal and their internal support system. However, I must respectfully reject their proposed resolution as it does not address the core issue of fairness and accountability in their current bidding and payment model.
  
  Summary of My Complaint:
  My concern is centered around Upworks Connects system, which requires freelancers to pay to submit proposals for job posts. Connects are only refunded if a client responds or hires the freelancer. However, many job postings remain open indefinitely without any hire being made or communication initiated. This creates a situation where freelancers spend money for absolutely no returnneither feedback, interaction, nor even the knowledge that the job was legitimate.
  
  Why I Reject the Proposed Response:
  
  Lack of Enforcement on Clients:
  Upwork's response acknowledges they encourage clients to close inactive job postings. But this is a passive action with no meaningful consequence for the client. Freelancers, on the other hand, suffer real financial losses for submitting proposals to jobs that ultimately result in no activity. The system disproportionately burdens freelancers, while clients remain unaffected even when they post fake, duplicate, or non-serious jobs.
  
  Non-Refundable Nature of Connects:
  Upwork makes money whether a client hires or not, simply by charging freelancers for Connects. If no hire is made, the platform retains revenue generated by those bidseffectively monetizing inactivity and potentially incentivizing low-effort or spam job posts. This is a shift from their older, commission-only model and introduces clear ethical concerns. Freelancers lose money for simply trying to earn work.
  
  Lack of Mandatory Client Verification or Payment Commitment:
  Unlike other professional platforms, Upwork allows clients to post jobs without identity verification or payment method validation. This opens the platform to abuse by bots, fake users, or individuals simply testing the system, all at the freelancers expense. My suggestion that clients be verified and required to pay a small fee before posting would reduce fake jobs and improve platform trustworthiness for both sides.
  
  Systemic Pattern of Abuse:
  My concerns are not isolated. A simple search on Reddit and other public forums reveals hundreds of similar complaints by freelancers about Upworks practices. Many users have invested time, effort, and money into applying for jobs that remain stagnant and unmoderated. This clearly points to a systemic issue rather than a misunderstanding or one-off scenario.
  
  No Actual Resolution Provided:
  Upworks response is largely a generic justification of their business model and includes no direct offer to remedy the losses incurred, nor any meaningful plan to prevent future harm. While they stated that suggestions would be forwarded to internal teams, there is no timeline or commitment to action. This is not a resolutionit is a dismissal of the underlying issue.
  
  Conclusion:
  The current Connects system operates in a way that creates financial risk for freelancers while shielding clients and the platform from any such risk. This is not a sustainable or ethical business practice. My suggestions for mandatory verification, paid job postings, automatic closure of inactive listings, and full refunds in the absence of client engagement are practical, fair, and protective of both freelancers and the integrity of the platform.
  
  I respectfully request that the BBB continue to review this matter. I am open to dialogue with Upwork if they are willing to provide a meaningful resolution such as Connects refunds for job posts that do not result in any hire or verified engagement within a reasonable timeframe.
  
  Thank you for your time and assistance in this matter.
  
  Sincerely,
  ***** Dumlupinar

• Initial Complaint

  Date:05/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to address unauthorized recurring charges by Upwork **** on my **************** card, as well as Upwork's failure to provide adequate support or resolution despite multiple attempts to contact them.On or around December 25, 2024, I noticed a $19.99 charge on my **************** card from Upwork. I never authorized this charge and did not knowingly subscribe to any ongoing service.I initially reached out to Upwork Support via their online form and received the following response from representatives "****** *." and "***** *." on December 26, 2024, under ticket #********. They claimed the charge was associated with a different email account, but I clarified immediately that *************************** is my only account and that I had no access to any other login or subscription. Their follow-up support stopped there I never heard back from them again.Since that time, Upwork has continued to bill me $19.99 per month, totaling several months of unauthorized charges. I attempted to:Use their online chat, which blocks me because my account is marked closedEmail their support team multiple times without any acknowledgment or follow-up Clarify that I have no active account, no access to cancel charges, and never approved ongoing billing I consider this a serious failure of service, potential fraud, and an abuse of stored payment data. I am requesting BBB assistance to compel Upwork to:Cease all future charges immediately Refund all unauthorized charges since December 2024 Provide contact with a live support agent to verify my identity and close the issue properly Resolution Requested:Immediate cancellation of any linked subscription Refund of all monthly $19.99 charges since December 2024 Confirmation that no further billing will occur

  Business Response

  Date: 05/26/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site.
  We are in contact with the customer directly and will continue to support them should they have additional questions. The customer can also request assistance via the Support page on the Upwork website or by directly replying to our email. We will be happy to assist.
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23372090
  
  I am rejecting this response because: Ihave used thier site in the past when it allowed me to. There was one follow-up email, but none advising sompletion of the action plan. Follow-up emails to that person were never responded to. Since then whenever I can submit a request there is no response.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond and understand that this has been an important matter for the customer. The details of their account status have been shared with them directly, and we have no further updates at this time. We are in contact with the customer and will continue to support them directly.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23372090
  
  I am rejecting this response because: there has been no contact from Upworks regarding addressing the issue as of 5/29/25.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Locked out of business account on platform. Can not operate business. Locked out of contacting Upwork customer support. Can not gain access to ********** help from customer support from ********************** in resolving this.

  Business Response

  Date: 05/23/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  
  We are in contact with the customer directly and will continue to support them should they have additional questions. The customer can also request assistance via the Support page on the Upwork website or by directly replying to our email. We will be happy to assist.
  
  

  Customer Answer

  Date: 05/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Upwork for 2 years now. I am top rated, have many many 5 star reviews, and have made over ****** dollars on Upwork. I got a message 5/22 that my account has been permanently blocked. When I reached out I was told that the rule I broke is a new rule. I had no idea about this rule, otherwise I would have never done the job. Not only have I used the platform for years, but I also had multiple contracts in the process of being approved where I will no longer receive the money for. I dont think that is fair at all. Ive tried my very best to follow the rules, and if Ive ever gotten a warning Ive followed the rules extra carefully. This platform has become my primary income. Now Im really questioning the customer service aspect of this site. ********************** has no problem banning an account that has made them a great chunk of money. They also will not warn you before they outright ban you. Terrible customer service, terrible site. I will be posting on social media to warn others on my 500k account. Good luck **********************!

  Business Response

  Date: 05/23/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  
  We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service. 
  
  We've thoroughly reviewed this customers account and determined our position stands based on Upworks Terms of Service. Please see our Terms of Service, available on the Upwork website for more information. 
  

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23368318
  
  I am rejecting this response because:
  It is not fair at all. Nothing I did was deceptive and you are robbing honest and authentic freelancers from making an income. Absolutely disgusting and nothing less than disappointed.

  Sincerely,
  
  ******* **********

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond and understand that this has been an important matter for the customer. The details of their account status have been shared with them directly, and we have no further updates at this time. We consider this case closed but remain available should they need assistance through the appropriate support channels.

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upwork unexpectedly closed my account without providing any explanation. I have always complied fully with their terms and conditions, and as far as Im aware, there has never been any issue with my conduct on the platform. There is absolutely no valid reason for my account to be blocked.This action has had a serious negative impact on my business. The account suspension has completely cut me off from the freelancers I was actively working with, making it impossible to continue or manage current projects. I'm unable to access past conversations, project files, or payment details, which is not just inconvenientit's crippling to the workflow and professional relationships Ive established.Losing access to the platform in this way, without any prior warning or justification, is highly unprofessional and has left me without essential tools to carry on with my business operations. Its not just a technical problem; its a major disruption that could lead to missed deadlines, financial loss, and damaged credibility with clients and collaborators alike.Given the severity of the consequences, I am requesting that my account be reviewed and immediately reactivated.

  Business Response

  Date: 05/23/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  
  We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service. 
  
  We've thoroughly reviewed this customers account and determined our position stands based on Upworks Terms of Service. Please see our Terms of Service, available on the Upwork website for more information. 
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23363516
  
  I am rejecting this response because:
  

  If Upwork has truly applied its Terms of Service in this case, then there should be no valid reason for the deactivation of my account. I am formally requesting a specific and detailed explanation for this action. Vague references to your Terms of Service are insufficient and unacceptable.
  
  Furthermore, I am aware of multiple users who are clearly and consistently violating Upworks Terms of Service, yet they continue to use the platform without issue. This raises serious concerns about fairness and transparency in the enforcement of your policies.
  
  I have the right to understand exactly what led to this decision, and I will not stop pursuing this matter until I receive a clear and justified answerwhatever it takes.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond and understand that this has been an important matter for the customer. The details of their account status have been shared with them directly, and we have no further updates at this time. We consider this case closed but remain available should they need assistance through the appropriate support channels.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23363516
  
  I am rejecting this response because:

  Upwork never shared the reason why they closed my account directly with me. They are lying and this behaviour is making things worse for them. Writing we consider the case closed seems like a way to end the matter here without continuing, but they didn't understand that I won't give up until I get what I want. I don't care if I have to spend money on legal fees, I will continue until I get a clear answer from Upwork as to why they closed my account.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was responding to a lead for a potential job that arrived in my inbox on the website Upwork. After numerous attempts to send my reply, their system insisted that I was in violation of their terms of service for quote "providing contact information" as part of my message content. I never provided contact information in my message(s), I even resorted to editing my message for any potential trigger words, and that didn't yield any success. I was in contact with their support team and I was given false information such as my case being reviewed and finding that indeed my messages did NOT violate terms of service, but they falsely stated that any limits placed on my account for these false violations had been lifted, that was not the truth. I provided screen shots and further context to try and resolve the blatant negligence on behalf of Upwork's system or lack thereof, however answers, and solutions as of this hour 15:02 PST on 2025-05-17 continue to remain elusive. I may have missed an opportunity to get work during a time when I am unemployed and unable to work a regular job due to an injury, so this was supposed to be a lifeline to me, a lifeline I couldn't even take hold of because of arbitrary limitations placed fourth upon a policy abiding user. I have provided the *** files containing both the entire exchange between their support team and myself, as well as the messages between myself and the job lead showing clear proof of my innocuous messages being denied to be sent all in chronological order.

  Business Response

  Date: 05/19/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  
  We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service. 
  
  We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions. 
  

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,My name is ******* and I am a freelancer registered on the Upwork platform. I am writing to formally request your assistance in resolving a prolonged issue concerning the release of my legitimately earned funds, which have been withheld by Upwork for over a year.Approximately one year ago, I successfully completed a project on Upwork and earned a total of $384 USD. After platform fees were deducted, the remaining balance in my account was $345.60 USD. However, when I attempted to withdraw these funds, Upwork requested identity and location verification ************ that time, I was residing in ********* and submitted the requested documents, including:A bank statement from a local Indonesian bank,A valid **** showing my address and legal stay.Despite providing these documents, my submissions were rejected three times without a clear explanation of what specifically did not meet their standards.Recently, I have resubmitted updated documentation showing that I am currently residing in ****** and again requested the release of my funds. However, Upwork continues to deny my requests, citing that my documents do not meet their policy requirements despite my efforts to comply with all instructions in good faith.I have made every reasonable attempt to meet Upworks requirements and have acted transparently throughout the process. The prolonged withholding of my funds without a practical resolution or alternative verification options has become a serious concern. I believe I have the right to receive the compensation I rightfully earned for my work.I respectfully request your support in reviewing this matter and helping facilitate a fair and timely resolution.Sincerely,Maksim Uspenskii

  Business Response

  Date: 05/20/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  

  When clients and freelancers sign up to use Upwork, they agree to comply with our Terms of Service. As part of this, Upwork occasionally asks customers to verify their identity. This identification process typically involves a brief video call and, in some circumstances, submitting identification documents. 
  
  We've thoroughly reviewed this customers account and determined our position stands based on Upworks Terms of Service. Please see our Terms of Service, available on the Upwork website for more information.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23339357
  
  I am rejecting this response because: They're allegedly lying there was no video call offered to verify the documents, as a freelancer I know my rights and understand that i can work from any country at anytime as a full time traveler around the world the receipts I can provide are hotels, airbnbs, tourism **** staps; however they refuse to accept enforcing me to provide utility bills and contracts agreements along with long term ****s and permanent residences, let me say that again i'm a full time traveler, if they need tax verification purposes I have my Italy tax number where they can confirm and I use for personal business, all I want is them to unlock this payment they've been withholding for the past year and never have to do freelancing for them because they're not following their terms according to their policy, they ask to fill W-8BEN form it has been filled. 
  
  Sincerely,
  
  Maksim Uspenskii

  Business Response

  Date: 05/21/2025

  We appreciate the opportunity to respond and understand that this has been an important matter for the customer. The details of their account status have been shared with them directly, and we have no further updates at this time. We consider this case closed but remain available should they need assistance through the appropriate support channels.

• Initial Complaint

  Date:05/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Upwork account was permanently suspended due to alleged failure in identity verification. However, I submitted my genuine passport and followed all verification steps exactly as requested. I was then informed by ******** M (Upwork ************** Team) under ticket #******** that the decision was final and no further responses would be provided.*** invested a tremendous amount of time and effort building my Upwork profile, purchasing Connects, applying to jobs, and working with clients. Everything has been done by the book. I understand that the person reviewing my case may have been following internal policy or automated checks, but this decision is unjust my documents are real, and I am a legitimate freelancer who has complied with every rule.I currently have an active client and pending work. This sudden suspension not only affects me, but also disrupts the clients project. I am kindly requesting a manual review of my documents by a senior agent. I am fully willing to re-submit anything or complete any additional steps needed.Without making any threats or escalation, I sincerely hope this can be resolved fairly without needing to take the matter further. I would appreciate clear communication and a chance to be treated as a valued member of the Upwork community.Thank you for your attention and fairness.

  Business Response

  Date: 05/16/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 

  We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service. 
  

  We've thoroughly reviewed this customers account and determined our position stands based on Upworks Terms of Service. Please see our Terms of Service, available on the Upwork website for more information.
  

  
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My livelihood is derived from completing IT development projects with the help of the freelancers that I hire on UpWork. I have never broken any of their rules. I strictly maintain communication on the platform. There is no reason for me to be suspended. I was suddenly suspended on Monday 5 May 2025. No reason was given. After a day of trying to contact someone, I got an email stating that I needed to verify myself. I did that obligingly. Then a day later I was asked to confirm that I posted a certain project and to give details. I did that, all in the hope that I could be permitted back into my account as I was losing income. I had already lost a contract due to the suspension. I was in the process of signing it off when they abruptly suspended me, still with no reason. Its now day 4 and after numerous follow *** I have heard nothing back from them. They are playing with peoples livelihoods and they should be recognising and respecting this. They have now gone quiet on me and my projects have come to a halt with angry clients breathing down my back. Zero further communication from UpWork. I need this issue resolved immediately!! Please!!

  Business Response

  Date: 05/12/2025

  We're sorry to hear this customer wasn't satisfied with their experience and appreciate the opportunity to help. 
  We have many security measures in place as part of our commitment to maintaining the safety and integrity of our site. When clients or freelancers sign up to use the Upwork platform, they agree to Upworks Terms of Service.
  We've thoroughly reviewed this customers account and are in contact with the customer directly. We will continue to support them should they have additional questions.