Fiverr Customer Care: An Expert, Up-to-Date Guide to Getting Help Fast

How Fiverr Support Is Structured

Fiverr is a marketplace founded in 2010 and listed on the NYSE in 2019 (ticker: FVRR). Its customer care operates primarily through an online Help Center and authenticated support tickets. There is no general phone support line, and nearly all case handling is done in writing to preserve audit trails of orders, payments, and policy decisions.

Support covers four main areas: account and security, orders and disputes, payments and billing, and policy/compliance. Most issues are solved at Tier 1 via the Help Center ticket system; trust and safety, payment reviews, and complex disputes can be escalated to specialized teams. Typical first-response times are within 24–48 hours in business days, though peak periods (major sales events or platform releases) can extend that window.

Contact Channels That Actually Work

The fastest route to resolution is the in-account ticket form after you’ve searched the Help Center. The system threads your order history, screenshots, and internal logs directly to the agent. Social channels exist but are best for status checks, not private data or financial disputes.

Fiverr does not publish a customer support phone number. If a third-party site lists a “Fiverr support hotline,” assume it is not official. For sensitive matters (payments, identity, chargebacks), keep everything inside the authenticated ticket portal.

• Help Center search: https://help.fiverr.com — authoritative articles on orders, fees, refunds, and policy.
• Submit a support ticket: log in to your Fiverr account, then go to https://help.fiverr.com and click “Contact Us” → “Submit a request.” The direct ticket URL is https://www.fiverr.com/support_tickets/new (requires login).
• Community Forum (peer advice, not account-specific support): https://community.fiverr.com
• Official X/Twitter support for general inquiries: https://twitter.com/FiverrSupport (do not share full order or payment data publicly).
• Terms of Service and policy reference: https://www.fiverr.com/terms_of_service

What to Include in a Ticket for a First-Pass Resolution

Well-structured tickets get solved faster. For order disputes or delivery issues, always include the order number (format often appears like FOXXXXXXXX), the dates/times of delivery and revision requests, and links or attachments that show the issue (screenshots of the delivery files, chat excerpts relevant to scope, and any system error messages).

For payment problems, include the payment method (e.g., Visa, PayPal), the last four digits of the card, the transaction date/time and amount, and the gateway reference if available from your bank or PayPal. Never paste full card numbers or unredacted IDs; support will never ask for them.

• Exact identifiers: Order ID, gig URL, buyer/seller usernames, and your device/OS/browser if it’s a technical bug.
• Timeline: when the order was placed, when requirements were submitted, delivery time, when revisions/disputes were opened.
• Evidence: screenshots or file hashes for corrupted files, version numbers for software deliverables, and scope references from the gig description.
• Desired outcome: refund to Fiverr balance vs. original payment method, partial vs. full cancellation, or account unlock.

Buyer Issues: Refunds, Disputes, and Delivery Acceptance

Fiverr orders auto-complete if a buyer takes no action within 3 days of delivery (the timer is visible on the order page). Before the 3-day window closes, you can request revisions if the delivery does not match the agreed scope. If the seller declines to revise or the work is materially different from the gig description, use the Resolution Center on the order page to request cancellation and explain why.

Fees and refunds: Buyers typically pay a 5.5% service fee, with an additional $2 small-order fee for purchases under $50 (fee structures can change; check current Help Center articles). Refunds are often returned to Fiverr balance by default for immediate reuse; upon request and eligibility, support can return funds to the original payment method. Banks and card issuers usually take 3–10 business days to post the credit. Filing a chargeback with your bank pauses resolution on-platform and may restrict your account during the investigation, so it should be a last resort after a ticket is filed.

Seller Issues: Cancellations, Ratings, and Policy Warnings

Sellers pay a 20% commission on completed orders. Cancellations can impact order completion rate and levels, so document scope creep or off-platform requests early. Use the order’s Resolution Center to propose mutual cancellations if requirements are missing or the buyer requests work outside the listed gig. If a buyer is abusive or requests prohibited work, report the conversation via the three-dot menu in the inbox and open a parallel ticket summarizing the violation.

If you receive a warning (e.g., “Third-party TOS violation” or “Off-platform communication”), read the exact clause cited in the Terms of Service. Repeated violations can reduce your level or trigger account holds. Appeals should include evidence that communication remained on-platform, that file deliveries were original or licensed, and that any external links were permitted (e.g., view-only links to large assets when necessary and allowed by policy).

Payments, Invoices, and Taxes

Withdrawal options typically include PayPal and Payoneer. Each has its own fees and processing times; consult their fee schedules directly. Fiverr shows cleared funds after the standard clearance period (usually 14 days for regular orders; longer for certain categories). If a withdrawal fails, include the exact error and timestamp in your ticket and confirm your account is verified with the payment provider.

Invoices and tax: Buyers can download invoices from the order page once completed. VAT/GST may be added based on the buyer’s location and applicable law. For U.S. sellers, Fiverr does not usually issue 1099 forms directly; payment platforms such as PayPal or Payoneer may issue 1099-K depending on IRS thresholds in effect for the tax year. Always verify the current tax rules with your tax advisor and the payment provider.

Account Access and Security

If you’re locked out, use the “Forgot Password” flow from the login page and check spam/junk folders for the reset email. If email access is lost, open a ticket from the Help Center without logging in by selecting the appropriate access-issue path and be ready to verify identity (government ID, linked phone, and prior transaction references may be requested).

Two-factor authentication (2FA) is strongly recommended. If you suspect account compromise—unexpected withdrawals, messages you didn’t send—immediately change your password, revoke connected devices, enable 2FA, and open a priority ticket labeled “Security.” Do not share full ID numbers or complete payment details; redact sensitive information per support guidance.

Escalations, Response Times, and Realistic Expectations

First replies usually arrive within 24–48 hours on business days. Complex cases—copyright/IP disputes, bank chargebacks, or suspected fraud—can take longer due to third-party timelines and legal review. If your case is urgent (e.g., time-sensitive delivery or accidental cancellation), keep replies in the same ticket thread to avoid splitting the history across multiple cases.

There is no published phone number or fixed SLA for individualized outcomes. Keep communication professional and concise, reference prior messages by date/time, and avoid duplicate submissions. If you must follow up publicly for visibility (e.g., via @FiverrSupport), never post order IDs, emails, or financial data; ask them to locate your existing ticket by number and continue privately.

Pro Tips to Prevent Support Headaches

Set clear requirements before you start an order, use milestone or subscription structures when scope is ongoing, and confirm acceptance criteria in writing on the order page. For large files, share via permitted, viewable links and mirror final delivery inside Fiverr’s delivery flow so the system records it. Keep all scope and approvals on-platform; moving to off-platform communication can void protections and limit what customer care can do.

Finally, monitor the Help Center for policy changes—fees, clearance times, and dispute handling can evolve. Building a habit of precise, on-platform documentation is the single biggest factor that helps customer care resolve issues in your favor.

Can I talk to someone on Fiverr?

Keep all your communications on the Fiverr platform, as any unauthorized communications outside of Fiverr may lead to permanent account suspension. By setting up a video call, clients and freelancers can speak directly with each other. This is a great way to align expectations.

How do I contact Fiverr?

You are welcome to continue using Fiverr as a customer. If you have further questions, please contact our support team at fvrr.co/help or via email at [email protected]. Find the best global talent. One marketplace, millions of professional services.

How do I complain on Fiverr?

If you are having a misunderstanding with a fellow Freelancer, please don’t hesitate to reach out to our Customer Support team for assistance. You can send an email to [email protected], explaining the issue and attaching any relevant screenshots.

Do you need a phone number for Fiverr?

As Fiverr becomes a primary service for millions of users, we aim to increase the level of your account security by complying with certain security regulations. To increase the level of account security and trust, phone verification is used to adhere to this commitment to a secure marketplace.