Manage Upwork

How to cancel upwork and protect your freelancer account in new zealand

What is upwork and how it works

Upwork is a global online marketplace that connects freelancers, agencies, and clients for remote work across hundreds of job categories. You can use Upwork to find clients, submit proposals, track time on projects, manage contracts, and process payments-all within a single platform designed for secure remote collaboration.

Core features and subscription tiers

The platform operates on a freemium model. You can browse jobs for free, but Upwork offers paid subscription plans like Freelancer Plus that give you premium features such as increased monthly Connects (the credits you use to submit proposals), exclusive job alerts, and reduced service fees on direct contracts.

How subscriptions are billed

Upwork charges subscriptions through multiple channels: directly via Upwork.com, through the Apple App Store, or via Google Play. This matters because cancelling a subscription on one channel does not cancel it on another-a common trap that catches many users off guard.

Your consumer rights in new zealand

Consumer guarantees act protections

Under New Zealand's Consumer Guarantees Act 1993, you have the right to services that are provided with due care and skill. If Upwork fails to deliver the features promised in your subscription tier, or if the service is not fit for purpose, you may be entitled to a refund or remedy. Stopee recommends keeping records of any service failures or billing errors, as these documents strengthen your case if you need to escalate a complaint.

Cooling-off rights and refund timeframes

Unlike some other services, Upwork does not offer an automatic 14-day cooling-off period for subscription purchases. However, you can cancel your subscription at any time. If you believe you've been charged incorrectly or the service does not meet the standards outlined in the Consumer Guarantees Act, you have grounds to request a refund through the platform or escalate to the Commerce Commission if Upwork refuses to act fairly.

When you should cancel upwork

Signs that cancellation makes sense

You may want to cancel if you're not landing jobs frequently enough to justify the monthly fee, if you've completed a major project and don't need active bidding for several months, or if you've found alternative platforms that better suit your niche. Stopee advises reviewing your job success rate and proposal conversion before making a decision-some freelancers find that the Connects and features pay for themselves within a single project.

Alternative options before you cancel

Before cancelling outright, consider pausing your bidding activity by simply not using your account, or downgrading if Upwork offers a lower-tier plan. You can also keep your profile active without a paid subscription and simply wait until a new project justifies re-subscribing. Many freelancers use this flexible approach to manage cash flow without losing their established reputation and feedback history.

Upwork pricing and subscription plans

Current plan costs in new zealand

Upwork's primary paid plan is Freelancer Plus, but the price varies depending on your purchase channel. Below is a breakdown of current pricing and features:

Pro tip: Always check Upwork.com directly for the most accurate pricing in NZD, as in-app purchases through Apple or Google include platform fees that inflate the monthly cost. Subscribing via the web is typically cheaper.

Why pricing varies by channel

Apple and Google take a percentage cut from every in-app subscription, which is why you pay a premium when purchasing through their stores. Currency conversion and local tax also affect the final price. This is why your cancellation method matters-cancelling on Upwork.com does nothing if your recurring charge is coming through the Apple App Store or Google Play.

How to cancel upwork on the web (Upwork.com)

Step-by-step cancellation via desktop or mobile browser

If you subscribed directly through Upwork.com, follow these steps to cancel your Freelancer Plus or any active subscription:

1. Sign in to your Upwork account using your email and password.
2. Click your profile icon in the top right corner and select "Settings" from the dropdown menu.
   • On mobile, tap the menu icon (three horizontal lines) and navigate to Settings.
3. In the left-hand menu, click "Billing and Transactions" or "Billing."
   • This section shows all active subscriptions, credits, and payment methods linked to your account.
4. Under "Active Subscriptions," locate the plan you want to cancel (usually Freelancer Plus) and click the "Cancel" or "Manage Subscription" button next to it.
5. Upwork will ask you to confirm the cancellation. Review the message (which typically states that your access continues until the end of the current billing cycle) and click "Confirm Cancellation."
   • Warning: Do not close the browser tab or refresh the page until you see a confirmation message or email.
6. Check your email inbox for a cancellation confirmation from Upwork. This email confirms the exact date your subscription ends and when your paid benefits expire.

Pro tip: Keep that confirmation email. If you're charged again after cancellation, you'll have proof of the cancellation date when you file a dispute with your bank or contact Upwork support.

How to cancel upwork on apple (iOS and app store)

Cancelling an in-app subscription purchased through apple

If you subscribed to Freelancer Plus through the Upwork iOS app using your Apple ID, you must cancel through Apple's settings-not through Upwork itself. Cancelling on Upwork.com will have no effect on your Apple subscription.

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
   • This takes you to your Apple ID account page.
3. Select "Subscriptions."
   • You'll see a list of all active subscriptions linked to your Apple ID.
4. Find and tap "Upwork" in the list.
5. Tap "Cancel Subscription."
   • Apple will show you the cancellation date and confirm that your access ends at the end of the current billing period.
6. Confirm the cancellation by tapping "Confirm" or "Yes" when prompted.
7. You should receive an email confirmation to the address associated with your Apple ID within minutes.

Warning: Apple subscriptions renew on the same day each month. If you cancel mid-cycle, you retain access until that renewal date passes. After cancellation, the subscription will not attempt to charge you again.

How to cancel upwork on android (Google play)

Cancelling an in-app subscription purchased through google play

If you subscribed via the Upwork app on an Android device using Google Play, cancellation must happen through Google Play-not through the Upwork website. Like Apple, Google Play subscriptions are independent of web-based subscriptions.

1. Open the Google Play app on your Android device.
2. Tap the menu icon (three horizontal lines) in the top left corner.
3. Select "Subscriptions."
   • Google Play displays all your active subscriptions in one place.
4. Tap "Upwork" from the list.
5. Tap "Cancel Subscription."
   • Google will display your cancellation details and the final billing date.
6. Confirm by tapping "Yes, cancel" or the equivalent button.
7. Check your email (associated with your Google Account) for a cancellation confirmation.

Pro tip: If you have both an Android device and an Apple device, check both platforms. Some users accidentally have subscriptions running on multiple devices without realizing it. Stopee recommends logging into your Upwork account on a desktop browser and visiting your Billing settings to double-check for any overlapping subscriptions.

What happens after you cancel

Access and benefits during your final billing cycle

Cancelling your Upwork subscription does not immediately cut off your access. Your paid benefits (like your monthly Connects allotment and profile visibility boosts) remain active until the end of your current billing cycle. For example, if you're on a monthly plan and cancel on the 10th of the month, your subscription benefits continue until the 10th of the next month. After that date, you revert to the free tier.

Your account and data remain live

Cancelling a subscription is not the same as closing your account. Your profile, job history, client feedback, and portfolio all stay on Upwork unless you explicitly request account closure through the Help Center. This is important because you can always resubscribe later without losing your reputation or work history. Many freelancers use this flexibility to pause their subscriptions during quiet periods and resume when they're actively bidding.

Service fees after cancellation

Once your subscription expires and you drop to the free tier, Upwork's standard 5-20% service fee applies to all payments you receive from clients. During your subscription, you may have had reduced or zero fees on direct contracts. Those reduced rates disappear once your paid plan ends. Budget for this change if you're still actively working on Upwork after cancellation.

Refund policy and your rights

Will upwork refund your subscription fee?

Upwork does not automatically refund subscription fees for a cooling-off period. Once your payment has processed, the fee is non-refundable unless you can demonstrate that the service failed to meet the standards promised or violated your consumer rights under the Consumer Guarantees Act.

When you might qualify for a refund

You have grounds to request a refund if the subscription was billed in error (for example, you cancelled but were charged again), if the service was unavailable during a significant portion of your billing cycle, or if Upwork breached its terms. Stopee advises documenting service outages or billing errors with screenshots and timestamps. Contact Upwork support with this evidence, and escalate to the Commerce Commission if Upwork refuses to consider a refund.

How client refunds work (if you're on the client side)

If you've hired freelancers through Upwork and want a refund for a project, you can request one from the freelancer within 180 days of payment. For requests between 180 and 365 days, contact Upwork support. Approval is at the freelancer's discretion unless the dispute is escalated to Upwork's Resolution Center. Refunds are credited to your original payment method or Upwork account balance, typically within 3-5 business days.

Common mistakes when cancelling upwork

Cancelling in the wrong place

The number one mistake is cancelling on Upwork.com when your subscription was purchased through Apple or Google Play. Each platform operates independently, and cancelling on one does absolutely nothing to the other. You end up thinking you've cancelled, but the charges keep coming. Always verify which channel you used to subscribe, then cancel through that same channel.

Forgetting to cancel before a new billing cycle

Upwork charges you on the same day each month. If you cancel on the 15th but your renewal date is the 10th, you'll be charged before your cancellation takes effect. Mark your calendar for the day before your renewal date and cancel by then. Stopee recommends setting a phone reminder one week before renewal if you're on the fence about keeping the subscription.

Assuming your account is deleted

Cancelling your subscription does not delete your profile or account. Your freelance history, ratings, and portfolio remain visible to clients. If you genuinely want to disappear from Upwork entirely, you need to request full account closure through the Help Center-a separate process that permanently removes your profile. Most people don't need this; they simply want to pause their subscription.

Not keeping your confirmation email

If you're later charged after cancellation, you'll need proof. Save that cancellation confirmation email in a dedicated folder. If a dispute arises, forward it to your bank or credit card issuer along with screenshots of your billing history from Upwork. Without this paper trail, disputing the charge becomes harder.

Cancellation checklist

Before you consider yourself fully cancelled, tick off these items:

• Confirm which platform you subscribed through (Upwork.com, Apple App Store, or Google Play).
• Cancel through that platform using the steps above.
• Receive and save the cancellation confirmation email.
• Log into your Upwork account one week later and verify that no new charges have appeared in Billing and Transactions.
• If you have multiple devices (iPhone and Android, for example), check both for active subscriptions.
• Mark your calendar with the date your paid benefits end so you're not surprised when your Connects reset.
• If you were charged after cancellation, contact Upwork support immediately with your confirmation email and request a refund.

Comparing upwork to alternatives

When upwork makes sense, and when it doesn't

Upwork excels if you need access to a large, international client base and don't mind paying fees. Fiverr, Toptal, and local New Zealand platforms like PeoplePerHour or Trade Me Services offer different fee structures and client demographics. Before cancelling, consider whether a lower-tier plan or competitor might serve you better.

Stopee recommends running the numbers: multiply your average project value by the service fee difference, then compare it to the monthly subscription cost. If you land one project per month, even Upwork's 0% direct-contract fee on Freelancer Plus might pay for itself. If you average one project every three months, the free tier might be smarter.

Contacting upwork support and escalation

If upwork won't cancel or keeps charging you

Upwork's support is available through the Help Center on their website. Submit a ticket explaining your issue, attach your cancellation confirmation email and screenshots of erroneous charges, and request action within 7 days. If Upwork fails to refund you or resolve the issue, you have rights under the Consumer Guarantees Act.

Escalating to new zealand authorities

If Upwork refuses to respond or refund you, lodge a complaint with the Commerce Commission (comcom.govt.nz). You can also dispute the charge with your bank or credit card issuer, who may reverse fraudulent or unauthorized recurring charges. Stopee has helped thousands of consumers cancel subscriptions and recover refunds by documenting these steps and following through with formal complaints.

Contacting upwork by post

Upwork does not publish a New Zealand postal address for cancellations or complaints. All communication must go through the Help Center or email support. For formal complaints that may escalate to legal action, consult a local consumer advocate or lawyer who can advise on serving notice via email or their international office addresses listed in their Terms of Service.

Your path forward

Cancelling Upwork is straightforward once you know which platform to cancel through. The key is acting quickly, confirming the cancellation, and keeping your receipt. Whether you're pausing your subscription temporarily or switching platforms, your profile and reputation on Upwork remain intact unless you explicitly request account closure. Stopee exists to demystify subscription cancellations and put you back in control of your money and time. Use the steps above, follow the checklist, and don't hesitate to escalate to the Commerce Commission if Upwork refuses to honour your cancellation or refund request. You deserve clarity, fair billing, and the freedom to walk away whenever it no longer serves you.