Clients may contact Upwork stating they see a financial suspension on their account. This results in them not being able to post new jobs, hire for any open job posts, and their existing, active contract may be paused.
Do not resume any financial suspension unless a process directly states to do so.
- See if there are any CSS Notes available
- Click the red "Suspended" link to open the Suspend/Resume report in the Accounting Entity page
- To see which suspensions are applied to an account, look for the suspensions in green in the page.
- To add a new suspension to the account (the equivalent of checking a box), type ahead in the ‘Suspension’ drop down for the suspension reason you’re looking for.
- Click to select, and you’ll see the suspension be added and turn red in the right pane. This indicates that the suspension has been added, but will not be saved until “Apply Changes” is clicked.
Old UI:
- To see the suspension/s in the old UI, click the red "Suspended" link to open the Suspend/Resume report in the Accounting Entity page.
- Click the “Manage suspensions in the old UI” button.
- The exact suspension reason and any associated notes will be displayed
Suggested Processes for Financial Suspensions -
If CL is trying to pay balance, but having trouble - see **Manual Charge Billing Method
If CL paid balance, but suspension still on account - see **Reset a Declined Billing Method
If CSS Note shows “Automated Suspension” due to Payment Risk - see **Automated Payment Risk CC Suspension
If billing method is declined with past due balance - see **Declined Credit Cards or **PayPal
If CL wants to pay with wire/bank/PP transfer - see **Urgent Billing / Refund Options
Upwork will suspend the account with an expired billing method during the workweek when the charges will occur after the card expires i.e. if the CC expires in March, but workweek extends into April, then they’ll be suspended prior to the start of that workweek since we can’t charge at end of the week.
CL must update the billing method to resume the account.
If the client has a dormant AE on file with no activity, we do not suspend even if the payment method has expired. However, the client will not be able to hire a freelancer until the payment method is updated with an active credit card.