Wait up to 72 Hours for Support?

Dave

I recently requested live chat support on a billing/transactions question. After chatting briefly with the AI, which was unable to address my specific question, I was informed that no chat agents were available. My sole option was post a ticket for which the wait could be up to 72 hours. I needed a timely response from Upwork on my billing question in order to proceed working on an active contract. How does Upwork think that this level of support is acceptable given the amount of fee revenue that they are collecting?

Note: this is a rhetorical question and a gripe. Sympathy and disagreement are both welcomed. Am I right or am I crazy?

Ravi

"Who ya gonna call?"

"Ghostbusters!"

Lisa B.

Did you try responding to an old email from support? That always works for me -- even hitting "reply" on support emails that are months old. I'll get an answer within an hour or two.

Ravi

Lisa B. Did you try responding to an old email from support? That always works for me -- even hitting "reply" on support emails that are months old. I'll get an answer within an hour or two.

Great tip!

I'll keep this in mind.

Kelly_E

Lisa B. This is exactly what I do. Anything else that claims to be "help" on the site is... well, not helpful.

Sending a direct email to CS is (nearly always) also unhelpful. But at least somebody responds fairly quickly, so we can start the unhelpfulness in a more direct manner.