Manage Upwork

How to cancel your upwork account: a complete guide for south african freelancers and clients

What upwork is and why you might want to leave

Upwork is a global freelance marketplace that connects clients with independent professionals for short-term projects and long-term contracts. The platform handles profile management, payment processing, dispute resolution, and communication tools - all designed to make remote work easier across industries and skill levels.

Whether you are a freelancer managing multiple client relationships or a client sourcing talent, Upwork charges fees for its services. Freelancers pay a percentage of earnings; clients pay service fees on projects. If you have decided that Upwork no longer fits your workflow, business model, or budget, cancelling your subscription or account is straightforward - but it helps to understand the difference between cancelling a paid membership, stopping a contract, and deleting your entire account.

At Stopee, we guide South African users through cancellation with clarity and confidence, so you keep control of your time and money.

Common reasons to cancel upwork

You might cancel because you have found a long-term client outside the platform and no longer need Upwork's matching service. Or you might be scaling back your freelance work, moving to a competitor platform, or simply frustrated with fees. Some clients cancel after one-off projects; others close their accounts when they bring work in-house. Whatever your reason, you deserve a clear, jargon-free roadmap to exit on your own terms.

What you should know before you cancel

Cancelling a paid membership (like Freelancer Plus or Pro) stops future charges but does not automatically delete your profile or account. Your contracts, messages, and payment history remain unless you request full account deletion separately. If you subscribed through the Apple App Store or Google Play, you must cancel through that store, not through Upwork.com - a critical detail many users miss. Refunds are not automatic; they are reviewed case-by-case and may not be approved for all requests.

Upwork pricing in south africa and what you actually pay

Understanding what you are paying helps you decide whether cancellation makes financial sense for your situation.

Subscription tiers and their costs

Upwork offers tiered membership plans for freelancers, each adding features like extra Connects (invitations to apply for jobs), improved visibility in search results, and higher hourly rates. Exact pricing in South African Rand (ZAR) is not published uniformly across all regions and payment methods. The platform typically displays charges in your local currency when you log into your account and view your Memberships section.

For clients, service fees vary based on project type and total contract value. Most client accounts do not charge a membership fee to post jobs; instead, Upwork charges a percentage fee on project payments - typically 5% to 10% of the total contract value, depending on the project category.

Because Upwork pricing fluctuates by region, billing method, and currency conversion, we recommend logging into your account to see your exact ZAR charges rather than relying on USD or GBP conversions.

Pro tip: If you subscribe via app store, your monthly charge may differ from Upwork.com due to currency conversion and app store handling fees. Check your bank statement to see exactly what you are paying.

How to cancel your upwork membership step by step

Your cancellation method depends on where and how you subscribed. We will walk you through each pathway so you cancel correctly the first time.

Cancel a upwork.com subscription (web-based)

If you signed up directly on Upwork.com and pay via credit card or your Upwork balance, follow these steps to cancel before your next renewal date.

1. Log into your Upwork account on Upwork.com using your email and password.
2. Click your profile icon in the top right corner and select Settings.
3. Navigate to the Billing & Transactions or Memberships section (this may vary slightly by account type).
4. Locate your active paid membership (for example, Freelancer Plus or Pro).
   • Next to the membership name, click Change Plan or Manage Membership.
5. Select Basic (the free tier) or review the downgrade options presented.
   • Upwork will ask you to confirm the change and explain what features you will lose.
6. Click Confirm cancellation or Downgrade to finalize.
7. You will see a confirmation message on screen. Take a screenshot immediately and save it to your device or email it to yourself.
   • This screenshot is your proof of cancellation and is essential if billing disputes arise later.

Warning: Downgrading to Basic stops future charges but does not delete your account. Your profile, contracts, and messages remain visible unless you request account deletion separately (see "After cancellation" below).

Pro tip: Cancel at least 2-3 days before your renewal date to ensure the change takes effect. If your renewal date has already passed and you were charged, scroll down to see refund options or contact Upwork support.

Cancel an apple app store subscription (iOS)

If you signed up for Upwork or renewed your membership through the Apple App Store on your iPhone or iPad, you must cancel through Apple, not through Upwork. App Store charges are separate from Upwork.com charges and can only be managed via Apple's systems.

1. On your iPhone or iPad, open Settings.
2. Tap your name at the top of the screen.
3. Select Subscriptions.
4. Find and tap Upwork in the list of active subscriptions.
   • If you do not see Upwork, scroll down or use the search function to locate it.
5. Tap Cancel Subscription or Turn Off Auto-Renewal.
   • Apple will ask you to confirm. Read any refund eligibility notes carefully.
6. Confirm your cancellation. You will receive an on-screen confirmation and an email from Apple within minutes.
7. Take a screenshot of the confirmation for your records.

Warning: Apple and Upwork are separate entities. Cancelling via Apple does not notify Upwork directly. However, Upwork will see the cancellation when the subscription expires and will downgrade your account automatically. You will retain access to the paid features until the end of your current billing cycle.

Cancel a google play subscription (Android)

If you subscribed through the Google Play Store on your Android phone or tablet, cancel through Google Play, not through Upwork's website.

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
3. Select Payments and subscriptions or Manage subscriptions.
4. Tap Subscriptions.
5. Find and tap Upwork.
   • If the list is long, use the search function to locate Upwork quickly.
6. Tap Cancel subscription.
7. Google will present a cancellation confirmation screen. Read any refund terms and confirm your cancellation.
8. Take a screenshot of the confirmation message immediately.

Pro tip: Google Play refunds depend on how long ago you purchased. Generally, if you cancel within 48 hours of the charge, you are eligible for a full refund. Beyond 48 hours, refunds are at Google's discretion. Check your confirmation email for refund eligibility details.

Cancel an active contract or one-off project

If you want to stop working on a specific contract or project (rather than cancel your entire membership), the process is different and does not affect your account status.

1. Log into Upwork.com and go to Contracts or Jobs (depending on whether you are a freelancer or client).
2. Find the contract you want to end.
   • Freelancers: Look under "Manage Work" and select the client's project.
   • Clients: Look under your active projects.
3. Click Cancel Contract or End Contract.
   • Upwork will prompt you to provide a reason (optional but helpful for record-keeping).
4. Confirm the cancellation. The contract will move to your "Closed Contracts" list.

Warning: Cancelling a contract may trigger disputes if the freelancer has already submitted work or invoiced you. If a dispute arises, both parties can appeal to Upwork's dispute resolution team within a set timeframe. Keep all messages and evidence of work completed.

What happens to your account and data after cancellation

Cancelling a paid membership is not the same as closing your account, and it is important to understand what remains visible and accessible after you downgrade.

Your profile and visibility after you cancel

When you downgrade from a paid membership to Basic (free), your profile remains live on Upwork. Clients can still find and contact you through your public profile, and you can still apply for jobs using your free Connect allowance each month.

The features you lose include extra monthly Connects, job recommendation priority, and enhanced profile visibility. Your portfolio, reviews, and work history remain public and searchable - which is good if you want to stay discoverable, but concerning if you prefer privacy.

If you want your profile completely hidden from search, you must deactivate or delete your account separately (see "After cancellation" below).

Your contracts, messages, and invoices

Cancelling a membership does not remove your work history. All past contracts, client messages, invoices, and payment records remain accessible in your account for as long as your account exists. This is useful for tax purposes and record-keeping, but it also means your work history is archived and potentially discoverable by future employers or clients.

Your data retention and account deletion

If you want to fully exit Upwork and remove your profile from the platform, you must request account deletion separately. This is a different action from cancelling a subscription. When you delete your account, Upwork will deactivate your profile and remove it from search results within 24-48 hours. However, your payment history and dispute records may be retained for legal and financial compliance purposes.

To delete your account, go to Settings > Account and select "Delete Account." Upwork will ask you to confirm and may require a reason. Once deleted, you cannot recover your profile, contracts, or messages - so ensure you have downloaded or backed up any important files first.

Refunds: when upwork will and will not pay you back

Refund policies vary significantly depending on what you are asking for a refund on, when you paid, and which payment method you used. South African consumer protection law also plays a role in your eligibility.

Refunds for web-based subscriptions (Upwork.com)

Upwork does not automatically refund membership fees. Refunds are reviewed case-by-case and depend on your reason for cancellation and how long ago you were charged.

If Upwork approves a refund, the credit is typically returned to your original payment method (credit card, debit card, or PayPal) or added to your Upwork balance within 3-5 business days. For payments made in ZAR from a South African bank account, additional processing delays may occur due to currency conversion and local banking protocols.

To request a refund for a web-based subscription, contact Upwork support through your account dashboard or email their help team directly. Be prepared to explain why you believe the charge should be reversed (for example, accidental duplicate charge, service failure, or early cancellation within a cooling-off period).

Refunds for app store and google play subscriptions

Refunds for app store subscriptions are handled entirely by Apple or Google, not by Upwork. Upwork cannot override these decisions, approve refunds retroactively, or process reversals on your behalf.

Apple App Store refunds: You are generally eligible for a full refund if you request it within 48 hours of the charge. After 48 hours, refunds are possible but not guaranteed and require Apple's approval. Contact Apple Support directly through your iTunes account or the Apple Support app.

Google Play refunds: Similar to Apple, Google Play typically allows refunds within 48 hours of purchase. Beyond this window, you can request a refund, but approval is not automatic. Open the Google Play Store app, go to your subscription, and tap "Cancel Subscription." Google will present refund eligibility information based on your region and account history.

Pro tip: Always check your refund eligibility before cancelling. If you are within the 48-hour refund window, cancel immediately to maximize your chances of approval.

Refunds for individual projects and contracts

If you are a client who paid for a project or contract that was not completed to your satisfaction, you can request a refund through Upwork's dispute resolution system.

• Refund requests must be made within 180 days of payment.
• The freelancer or agency must approve the refund, or you must escalate to Upwork's dispute team for arbitration.
• If Upwork approves the refund, the money is typically credited within 5 business days.
• For payments older than 180 days but within 365 days, contact Upwork support directly; refunds are discretionary but possible in cases of fraud or serious service failure.

Your consumer rights in south africa and when to escalate

As a South African consumer, you have legal protections that apply to online services like Upwork, even though the company is US-based.

Consumer protection act and your cooling-off period

South Africa's Consumer Protection Act (2008) grants you a 14-day cooling-off period for distance contracts (which include online subscriptions). This means that if you signed up for a paid Upwork membership, you generally have the right to cancel and request a refund within 14 days of the charge, provided you have not used the service extensively.

However, this cooling-off period does not apply if you actively used the service during those 14 days (for example, if you submitted proposals or completed work). In that case, you may have forfeited your right to an automatic refund under the Act.

If Upwork refuses to honor the cooling-off period or denies a refund you believe you are entitled to, you can escalate to the National Consumer Commission (NCC), South Africa's consumer protection authority.

Contacting the national consumer commission (NCC)

If Upwork fails to respond to your complaint, ignores your refund request, or engages in unfair contract terms, you can file a complaint with the NCC. The Commission investigates complaints and can compel companies to comply with South African consumer law.

To lodge a complaint with the NCC, visit their website (www.ncc.org.za) or contact them directly. You will need to provide proof of your complaint to Upwork, screenshots of transactions, and details of your cancellation or refund request. The NCC typically responds to complaints within 30 days, though more complex cases may take longer.

When to escalate within upwork support

Before contacting the NCC, exhaust Upwork's internal complaint process. Log into your account, go to Help Center, and submit a formal complaint or dispute. Provide clear details, attach screenshots, and explain the specific breach or issue. Upwork usually responds within 5-7 business days.

If the first response is unsatisfactory, ask to escalate to a supervisor. Document every interaction, as this record is useful if you later need to involve the NCC.

Common mistakes people make when cancelling upwork

Many users find themselves caught off guard by unexpected charges or unable to locate their cancellation confirmation. Here are the pitfalls we see most often - and how you can avoid them.

Mistake 1: forgetting to cancel app store subscriptions

The single biggest mistake is cancelling your Upwork membership on the website but forgetting to cancel the linked app store subscription. The two are separate; cancelling one does not cancel the other. This results in continued monthly charges even after you thought you had exited.

If you ever subscribed through Apple or Google, check your app store settings immediately. Log into your Apple ID or Google account and verify that no Upwork subscription is active. This step alone has saved Stopee users hundreds of Rand in unwanted charges.

Mistake 2: cancelling too close to the renewal date

Upwork's billing system processes renewals on specific dates, and cancellations submitted within 24 hours of that date may not prevent the charge. Always cancel at least 2-3 days before your renewal date to ensure the system processes your request in time.

If you miss this window and are charged, do not panic - request a refund through Upwork support immediately and reference the date you attempted to cancel.

Mistake 3: not saving your cancellation confirmation

Upwork's confirmation screens can disappear if you navigate away too quickly, and emails are easy to overlook. Take a screenshot or forward the confirmation email to yourself immediately after cancelling. Store it in a folder labeled "Subscriptions" or "Financial" for future reference.

If a dispute arises later, this proof is essential. Without it, Upwork is likely to deny your claim.

Mistake 4: confusing cancellation with account deletion

Downgrading from Freelancer Plus to Basic (free) stops charges but leaves your profile and account active. If you want to disappear from Upwork entirely, you must request full account deletion. Many users cancel a subscription thinking they are gone, only to be contacted by clients months later.

Mistake 5: assuming upwork handles all app store refunds

A frustrating reality: if you subscribed via Apple or Google, Upwork cannot process your refund. You must contact Apple or Google directly. Many users waste hours emailing Upwork support only to be redirected. Know which company charged you from the start, and contact the correct one.

Checklist: your step-by-step cancellation plan

Use this checklist to ensure you have covered every base before and after cancellation.

Reviews, community experiences, and why people stay or leave upwork

Upwork has a mixed reputation among South African freelancers and clients. Users praise the platform's global reach, payment security, and dispute resolution tools. However, recurring frustrations include high service fees (especially for freelancers), strict identity verification requirements, and occasional account bans without clear explanation.

Many freelancers downgrade to Basic after realizing their Connects expire unused each month. Others leave entirely when they establish direct client relationships and no longer need the matching service. Clients often cancel after one-off projects are complete, finding it cheaper to manage contractors independently.

On platforms like Trustpilot and Facebook, users frequently mention unexpected charges and difficulty contacting support. A small percentage of reviews mention account suspensions that users dispute. These experiences reinforce the importance of keeping cancellation confirmations and understanding your rights as a South African consumer.

Is upwork right for you, or should you cancel?

Before you cancel, ask yourself: Are you using your Connects and premium features each month? Are your earning or spending patterns positive? Is the platform competitive for your skill level or project type?

If the answer to any of these is no, cancellation may make financial sense. If you are uncertain, downgrade to Basic (free) instead of fully deleting your account - this preserves your profile and history while eliminating recurring charges.

Contact and account information

Upwork's primary corporate office is located in the United States. While the company operates globally and serves South African users, there is no dedicated South African customer service office. All support requests are handled through the Upwork website and help center.

To contact Upwork support: Log into your account, navigate to Help, and submit a ticket. Response times typically range from 5-7 business days, though urgent billing disputes may be prioritized.

For South African consumer complaints: Contact the National Consumer Commission (NCC) at www.ncc.org.za or call their hotline if your dispute with Upwork cannot be resolved directly.

Final thoughts: take control of your upwork journey

Cancelling Upwork is straightforward once you know the correct method for your subscription type. Whether you are downgrading to Basic, cancelling an app store subscription, or deleting your entire account, the key is to act deliberately, document every step, and understand your rights as a South African consumer.

Your money matters. Your time matters. If Upwork is no longer serving your needs, there is no shame in leaving. Stopee has helped thousands of consumers cancel subscriptions without stress, delays, or surprise charges. We believe you deserve clarity, transparency, and control - and this guide is designed to give you all three.

Keep your cancellation confirmation, monitor your bank statements for 1-2 billing cycles to confirm charges have stopped, and do not hesitate to escalate to the NCC if Upwork refuses to honor your cancellation or refund request. You are empowered to make this decision on your terms.