Support tickets

Help with an order, your account, selling or a product is a support ticket: a conversation with UpFork, on the site, answered there and by e-mail.

Opening a ticket

Sign in and open Support, then Open a ticket. You can also start from where the problem is: an order's Get help with it, or the page of a product you have.

• Topic: Orders and payments, Account and sign-in, Selling and payouts, A product I have, Something broken on UpFork, or Other.
• Subject and message: a subject of 3 to 140 characters, and what happened, up to 10,000.
• Files: PNG, JPEG, WebP, GIF, PDF or ZIP, up to 10 MB each and 5 a message. They're scanned for viruses.

You can open up to 5 tickets a day and send up to 30 messages an hour.

Answers

Every ticket has a number, like UPF-10427, and a state: Waiting for UpFork, Answered, Resolved or Closed.

• Every answer reaches you on the site and by e-mail, with the reply in the e-mail. Reply on the site: an answer to the e-mail doesn't reach the ticket.
• When it's sorted, close it yourself (It's sorted), or UpFork marks it resolved and asks whether it helped.
• Replying to a resolved ticket reopens it, for up to 14 days. A resolved ticket nobody replies to closes after 7 days.
• About a developer's product, UpFork can bring the developer into the ticket: their answers carry a Developer tag.

Can't sign in?

The support page has a form for that, with no sign-in needed. Give your account's e-mail, type the 6-digit code it receives (it works for 15 minutes), and describe the problem: it opens a ticket that UpFork looks at first.

Other ways

Developers answer the tickets they're brought into in their developer panel, under Buyers' tickets. For anything else, the contact page lists UpFork's addresses.