**COVID-19

Thanks for reaching out. Like people across the globe, we too are watching this unfold. At this time of uncertainties, our focus is on maintaining our existing business and making sure that freelancers and clients can count on Upwork. We aren’t currently planning any changes in light of COVID-19, but we are closely monitoring this unprecedented event. We also have created an internal task force to see if it’s possible to shorten the security period on payments so that freelancers can get their earnings faster. We will keep you posted on this effort.

Response to reducing security period for payments:

We understand your concern around reducing the security period for your withdrawals. We currently have established an internal task force that is working on how we might do this, and we will keep you posted on these efforts.

Response to questions about the overall state of Upwork- the site, functionalities, payments:

Our company's mission is to create economic opportunities so that people can have better lives. And during a crisis like COVID-19, it is even more important for us to be a pillar for our customers. We will continue to run operations as usual and our site stability and our payment processors remain unaffected at this time. However, we have received reports that banking systems in several regions have been affected by the pandemic. We suggest you monitor the situation where you are, and if there is ever an issue with things on our end we will be sure to update you. Stay safe!

Response to users wondering about Upwork employees:

To ensure the safety of our team members as well as maintain our business continuity, we’ve moved to a fully remote model. Those who regularly work in one of our three corporate offices have shifted to working remotely. We don’t expect this to impact our work, as Upwork was built on a strong, distributed team model, with the majority of our team members already working remotely from their home offices in more than 800 cities before this crisis. We are an online platform and the functionalities of using our platform, like your payment withdrawals, will continue to be processed as usual.

Response to questions about free Connects:

Thanks for the question. The safety and well-being of the Upwork community is our number one priority. At the moment, we aren't aware of any plans to make changes to Connects or offer free ones. We'll continue to monitor developments with COVID-19 closely and certainly notify our users if there are any changes.

Response to questions about Upwork fees:

Thanks for sharing your concerns. We don’t plan to adjust fees. Upwork fees help to cover the costs of acquiring new clients and providing services like payment protection, customer support, and platform infrastructure. We'll continue to monitor developments with COVID-19 closely and notify our customers if there are any changes. Stay safe!

Response to questions about the state of the marketplace and jobs:

Thanks for sharing your concerns. We are working hard with clients around the world to ensure that their changing business needs are translating into work opportunities for all of you—particularly in this time when the need for work done remotely is at an all-time high.

OR

Thanks for sharing your concerns. We are working with clients and investing in developing new job pipelines for you so that you can find meaningful work opportunities on our platform even as this crisis unfolds.

What is the Freelancers Relief Fund?

Upwork is a founding partner of the Freelancers Relief Fund, run by the Freelancers Union’s nonprofit subsidiary, Working Today, to assist independent workers in the U.S. experiencing financial hardship as a result of the COVID-19 pandemic. The immediate goal is to raise $500,000 to provide small grants and other assistance for freelancers experiencing hardship. The fund is open to all freelancers in the U.S., with relief targeted toward helping freelancers pay for essential personal expenses including groceries, rent, and other household bills. The fund offers financial assistance of up to $1,000 per freelance household to cover lost income and essential personal expenses not covered by government relief programs, including food, utility payments, and cash assistance to cover income loss. To learn more visit https://www.freelancersunion.org/resources/freelancers-relief-fund/

I need help! Do I qualify for assistance from the fund?

Thanks for reaching out. For eligibility criteria and application instructions, please visit the “More about Freelancers Relief Fund” section here. Please note applications are expected to open April 2, 2020, once the fund has met its initial funding requirements.

Can I donate to the fund? How can I help?

Thank you for your generosity, yes! The fund is operated by the nonprofit subsidiary, Working Today, and can accept donations. If you would like, you can donate to help your fellow freelancers at donate.workingtoday.org or share the fund with your network.

The fund is for U.S. freelancers only? That’s not fair.

Thanks for reaching out. We understand your frustration and we value all the independent professionals around the world that use Upwork. Unfortunately, the fund run by Freelancers Union is only able to offer grants within the United States.

What are you going to do to help freelancers in my country?

Thanks for your question. We are working with clients around the world to ensure that their changing business needs are translating into work opportunities for all. We are investing in developing new job pipelines to help independent professionals like you find meaningful work opportunities on our platform even as this crisis unfolds.

Response to users soliciting donations to be given to Covid-19 affected people (patience, frontliners)?

Thank you for your generosity, yes! A new fund, the Freelancers Relief Fund, has been set up to assist U.S. independent workers experiencing financial hardship as a result of the COVID-19 pandemic. The immediate goal is to raise $500,000 to provide small grants and other assistance for freelancers experiencing hardship. The fund is open to all freelancers in the U.S., with relief targeted toward helping freelancers pay for essential personal expenses including groceries, rent, and other household bills. The fund is operated by the nonprofit subsidiary, Working Today, and you can donate here: donate.workingtoday.org.

INTERNAL ONLY: Response to customers who can’t complete identity verification right now due to lack of internet service/access or inability to get a valid ID:

No formal change; reviewing on a case-by-case basis.

External Help Page for U.S. Government COVID-19 Support for Freelancers

External Help Page for U.S. Government COVID-19 Support for Clients

User-Facing FAQs / MACROs

Are there any funds available?

Thank you for your question. On April 23, Congress added additional funding for the Payment Protection Program (PPP) and Economic Injury Disaster Loan (EIDL) program. It is not clear how long these funds will be available and we suggest applying as soon as possible.

What is the Payment Protection Program (PPP) and/or Economic Injury Disaster Loan (EIDL) program?

Thank you for your question. The U.S. federal government has taken steps to provide economic relief in response to the growing COVID-19 pandemic and the toll it has taken on the workforce.  Some small businesses that use Upwork as clients or freelancers may be eligible for a loan under the Payment Protection Program (PPP) or Economic Injury Disaster Loan (EIDL) program.  The PPP provides small loans to small businesses in order to continue to pay their payrolled employees, independent contractors, mortgage, rent or utilities. PPP loans will be forgiven if used for an authorized purpose under the terms of the loan. The EIDL program provides loans of up to $10,000 to small businesses who are facing decreased revenue due to COVID-19.

Upwork will provide any documentation we can in order to support your application, if you choose to make one. For complete details, see the Small Business Administration’s information on PPP and information on EIDL, or reach out to your own advisors.   

What about other countries?

Thank you for your question. These programs are based in the U.S. only: Payment Protection Program (PPP), Economic Injury Disaster Loan (EIDL) program, and the Pandemic Unemployment Assistance (PUA). If you need any further assistance with documentation for local programs, please let us know and we will be happy to help.

What is PUA?

Thank you for your question. The U.S. federal government has taken steps to provide economic relief in response to the growing COVID-19 pandemic and the toll it has taken on the workforce.  Individuals who have lost work may be eligible for unemployment insurance during the COVID-19 outbreak, even if they are self-employed as a freelancer or otherwise, under the Pandemic Unemployment Assistance (PUA) program. If you are a freelancer and wish to apply for unemployment insurance and need proof of earnings, Upwork can provide you with a copy of any 1099-K or 1099-MISC form that has been issued to you. 

If you did not receive a 1099-K or 1099-MISC form from us for 2019 (we only send when certain IRS criteria is met), we can issue you one upon request. Please contact our team at accountspayable@upwork.com.  For any other inquiries, please respond to this ticket.

To learn more about PUA, visit the U.S. Department of Labor or your local state department of labor, or reach out to your own advisors.

I’m a client and I need help. What can I apply for?  

Thank you for your question. Some small businesses that use Upwork as clients or freelancers may be eligible for a loan under the Payment Protection Program (PPP) or Economic Injury Disaster Loan (EIDL) program. The PPP provides small loans to small businesses in order to continue to pay their payrolled employees, independent contractors, mortgage, rent or utilities. PPP loans will be forgiven if used for an authorized purpose under the terms of the loan.  The EIDL program provides loans of up to $10,000 to small businesses who are facing decreased revenue due to COVID-19.

Upwork will provide any documentation we can in order to support your application, if you choose to make one. For complete details, see the Small Business Administration’s information on PPP and information on EIDL, or reach out to your own advisors.   

I’m a freelancer and I need help. What can I apply for?  

Thank you for your question. The U.S. federal government has taken steps to provide economic relief in response to the growing COVID-19 pandemic and the toll it has taken on the workforce.  Individuals who have lost work may be eligible for unemployment insurance during the COVID-19 outbreak, even if they are self-employed as a freelancer or otherwise, under the Pandemic Unemployment Assistance (PUA). If you are a freelancer and wish to apply for unemployment insurance and need proof of earnings, Upwork can provide you with a copy of any 1099-K or 1099-MISC form that has been issued to you. 

If you did not receive a 1099-K or 1099-MISC form from us for 2019 (we only send when certain IRS criteria is met), we can issue you one upon request. Please contact our team at accountspayable@upwork.com. For any other inquiries, please respond to this ticket.

To learn more about PUA, visit the U.S. Department of Labor or your local state department of labor, or reach out to your own advisors.

Some small businesses that use Upwork as clients or freelancers also may be eligible for a loan under the Payment Protection Program (PPP) or Economic Injury Disaster Loan (EIDL) program. The PPP provides small loans to small businesses in order to continue to pay their payrolled employees, independent contractors, mortgage, rent or utilities. PPP loans will be forgiven if used for an authorized purpose under the terms of the loan. The EIDL program provides loans of up to $10,000 to small businesses who are facing decreased revenue due to COVID-19.

Upwork will provide any documentation we can in order to support your application, if you choose to make one. For complete details, see the Small Business Administration’s information on PPP and information on EIDL, or reach out to your own advisors.

Internal: If Financial reports are insufficient, send ticket to Executive Escalations

I need a tax form for PUA.

Thanks for reaching out. If you are a freelancer and wish to apply for unemployment insurance and need proof of earnings, Upwork can provide you with a copy of any 1099-K or 1099-MISC form that has been issued to you. 

If you did not receive a 1099-K or 1099-MISC form from us for 2019 (we only send when certain IRS criteria is met), we can issue you one upon request. Please contact our team at accountspayable@upwork.com.  For any other inquiries, please respond to this ticket.

To learn more about PUA, visit the U.S. Department of Labor or your local state department of labor, or reach out to your own advisors.

Internal: If Financial reports are insufficient, send ticket to Executive Escalations