Worksuite is the platform your client uses to manage your onboarding, your work and your payments. Your client makes the decisions about your work. Worksuite Support fixes problems with the platform itself. Use this article to find the right contact, so your question gets answered the first time.

TABLE OF CONTENTS

What Worksuite does and doesn't do

Worksuite doesn't hire people, review applications, assign Tasks or projects, set rates, or decide whether a Contract is renewed. Your client does all of these. Worksuite Support can't speed up a review or add you to a project.

Worksuite Support helps when something in the platform isn't working. Reach Support with the Support button in the bottom left of any Worksuite page, or by email at support@worksuite.com.

Check your onboarding first

Many questions about whether an account is "active" can be answered on your dashboard.

  • If the onboarding card shows every stage completed, your onboarding is done. There is nothing more to do in Worksuite until your client gives you work.
  • If a stage is still open, finish it. Your dashboard shows anything that needs your attention.
  • If your dashboard says "Your data is now being processed internally", your client is reviewing what you sent.

Worksuite has no set timeline for when a client reviews your profile or gives you work. Each client works on their own schedule. See My Onboarding Still Shows as Incomplete.

Who handles what

Your question is aboutWho to contact
Your application or onboarding review, including messages like "Under Review", "Waiting for Confirmation" or "being processed"Your client
When you'll get Tasks, or how to join another projectYour client
Task dates, scheduling, instructions and other Task detailsYour client
Extending a project, or a Contract that's about to endYour client
Contract start or end dates, terms, rates and expensesYour client
Assessments, orientation sessions and meeting invitationsYour client
Systems your client runs outside Worksuite, such as a separate timesheet portal, a company email account, or file links they send youYour client
Which document to upload, or what to enter in a required field that doesn't apply to youYour client
A finished project that still shows as active, or work you did that isn't listed as a TaskYour client
Invoices and payment timing, when your client pays you outside WorksuiteYour client
Changing the email you log in with, or deleting your accountChange your login email yourself, or send a deletion request, in Settings → Account. Your client completes the deletion.
Logging in, login links and two-factor authenticationWorksuite Support
Error messages, pages that won't load, or a stage that won't save because of an errorWorksuite Support
A Global Pay invoice that is In-Flight, or marked Paid but not in your accountWorksuite Support

Questions only your client can answer

Tasks and projects

Only your client can create a Task, assign it to you, or mark it complete. If a project you finished still shows as active, your client needs to close it. If you did work that isn't listed as a Task, ask your client to create it. Worksuite Support can't add Tasks to your account.

Contracts, dates and rates

Your client sets your Contract dates, terms, rates and expenses. You can't edit them yourself. If something is wrong, message your client and say what needs to change.

You may get an email when a Contract is close to its end date. You don't need to do anything in Worksuite. Whether the Contract is renewed or extended is your client's decision, so ask them about next steps.

Your client's forms

Your client chooses the questions, documents and required fields in their onboarding. If you're not sure which document they want, or a required field doesn't apply to you, ask your client what to enter.

Payments from clients who pay outside Worksuite

Some clients pay you through Worksuite Global Pay. Others pay you through their own process, or through an agency you work with. If you don't see an Invoices section in your account, your client doesn't use Worksuite invoices for your account. Ask them how to send an invoice, what amount to bill, and when you'll be paid.

If your client pays through Global Pay, Invoice Statuses: What Each One Means and What You Can Do shows who to contact at each invoice status.

How to message your client

You don't need your client's email address. Click Messages in the side menu, open the conversation with your client, and send your message. For a question about one Task, open the Task and use its Messages tab, so your question stays with the work it's about. See Sending a Message in Worksuite for every way to message your client.

Worksuite Support can't see the messages between you and your client.

In your message, include:

  • The name of the opportunity, project or Task you're asking about
  • The last project you worked on with this client, if you've worked with them before
  • When you're available to work

If your client doesn't reply, use any other contact they've given you, such as a recruiter or their own help desk. Worksuite can't assign work on your client's behalf.

When to contact Worksuite Support

Contact Worksuite Support when the platform itself isn't working:

  • You can't log in, a login link doesn't work, or you're stuck on two-factor authentication.
  • You see an error message, or a page won't load.
  • A stage won't save and shows an error.
  • Changing your login email or requesting account deletion in Settings → Account doesn't work.
  • Your client pays through Global Pay, and an invoice that is In-Flight or Paid hasn't reached your account.

Include a screenshot of the error and the email address you use for Worksuite. This helps Support find your account and fix the problem sooner.

Support/Resources

Still have questions about who to contact? Click Support in the bottom-left corner of Worksuite to contact our Support team, or email support@worksuite.com.

For questions about your work, projects or rates, message your client from Messages in Worksuite.