Important:
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We’re unable to disassociate / release email addresses. If a customer is looking to reuse an email address on another account, please see Reuse Email Address Request drop-down below.
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Do not restore any permanently suspended accounts that have email addresses ending in @dsar.hex.upwork.com. The account is no longer available for reuse. If you have questions about an account with @dsar.hex.upwork.com email address, please escalate to Privacy Requests ZD queue.
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For bounced email issues, please use the **User Reports No Email Communication Received KB
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For security verification or account ownership verification, use the **Security Verification KB
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For customers experiencing trouble with their account logins, use the **User Login Trouble KB
If a freelancer wants to add multiple email addresses to their Upwork account, this is not possible at this time, but we can suggest that they set up automatic email forwarding instead.
Google set up Gmail so that gmail.com and googlemail.com emails both point to the same address. Emails sent to name@gmail.com will go to the same address as name@googlemail.com.
If a client requests that we add a different or multiple email addresses where they will get invoice emails, approach your Team Lead so they can perform the process below:
TL-only Process:
- Go to the Company section of the client in OBO.
- Scroll down to get to the “Email Weekly Invoices” tab on the sidebar.
- Input the email address the client wants us to add. Use commas to separate multiple email addresses.
- Make sure to tick the “email weekly invoices” checkbox.
- Add detailed notes in the CSS Note box.
- Click the “Save Company” button.
If a customer is looking to create a NEW Upwork account reusing an email address on an old Upwork account: we should communicate that they already have an Upwork account that’s currently closed, but we can restore it for them so they can get back on Upwork. Follow the steps on the restore account KB if the customer agrees to re-open.
In the above situation, if the customer objects to having their old account restored as they just want a new one, they’re currently welcome to create a new account, but they’ll need to use a different email address. If they choose that route, but they’d still like to receive Upwork emails to the email address they can’t make an account with, email forwarding may be helpful for them and you can check out the “Automatic Email Forwarding” dropdown above.
Exceptions:
We are aware that unique cases may pop up. Some unique cases where we can release email addresses, although not limited to only these, may include:
- Multiple closed accounts with exactly the same email address on file where we want to restore one for the customer
- Open account customer cannot gain access to as no access to email on file any longer, but wants to use an email address associated with an old closed account
If a situation in one of the unique situations listed above: please see a lead for both the situations above and they can assist in releasing email addresses
If a situation that’s unique, but not on the list above: please still see a lead still and leaders, please reach out in the cs-leadership-team Slack channel for management review on those cases
Disclaimer: The main situation where an email address should not be reused is when creating a NEW Upwork account. The reason for this is to avoid scam / fraud. That said, as always, we want to support our customers the best we can, so there may be other situations we could seek approval for. When in doubt, reach out.
Releasing an email address = updating the email address in an account to something slightly different so it’s not recognized by our system as being used e.g. changing grandpop101@gmail.com to grandpop101-deactivate@gmail.com