Fiverr Customer Service Chat — Comprehensive Guide for Buyers and Sellers

Quick facts and primary contact points

Fiverr (fiverr.com) was founded in 2010 and went public in 2019 (NASDAQ: FVRR). The company’s headquarters is in Tel Aviv, Israel, and the support center is accessed exclusively online through the Help Center at https://www.fiverr.com/support. Fiverr does not provide general phone-based customer support; most customer interactions happen through the Help Center ticketing system, in-app messages, or the site’s live chat widget where available.

Key platform economics you should know before contacting support: buyers pay a service fee (a flat $2 on purchases up to $40 and 5% on amounts above $40), and sellers are charged a 20% commission on earnings. Use the Help Center to submit order-related requests, billing questions, or account disputes; for corporate-level inquiries and investor relations, refer to https://investors.fiverr.com.

How to access Fiverr customer service chat

Fiverr’s live chat is a routed, ticket-based chat that you start from the Help Center while logged into your Fiverr account. The chat option appears contextually: for order problems and urgent account issues you will usually see a “Contact Support” or “Get Help” button; for other queries you may be presented with an automated help flow first.

• Sign in at https://www.fiverr.com.
• Open the Help Center at https://www.fiverr.com/support and choose the category closest to your issue (Orders, Payments, Account, Trust & Safety).
• If an automated article doesn’t resolve it, click “Contact Support” → “I still need help” → choose the relevant topic.
• Attach files (screenshots, order ID) and type a concise summary; if eligible, the live chat widget will appear—otherwise you’ll create a ticket and receive updates by email and in-app messages.
• Keep your Order ID (example: #123456789) and timestamps ready; include platform (web or iOS/Android) and browser/version if technical.

What to prepare before initiating chat

Prepare the following three items before you click chat: (1) order identifiers (Order ID and seller/buyer username), (2) clear evidence (screenshots, original files, timestamps, and versioned deliverables), and (3) an objective summary of desired outcome (refund, re-delivery, cancellation). Providing these up-front reduces back-and-forth and shortens resolution time.

If the issue is billing-related include the last four digits of the payment card used, the transaction date and the documented amount. For intellectual property or copyright claims, include URLs, descriptions of the alleged infringement, and proof of ownership (registrations, timestamps). Avoid sending full credit card numbers in chat—use only the last four digits if asked.

Response times, SLAs and escalation procedure

Typical initial responses from Fiverr Support arrive within 24–48 hours for standard tickets. For account security or suspected fraud, expect accelerated handling; these are often prioritized and can get an initial reply within a few hours. Complex disputes (where evidence and multiple parties are involved) can take longer—Fiverr’s review window commonly ranges 7–14 calendar days once a case is escalated to the Trust & Safety team.

If you do not get a resolution in the expected window, use the same ticket to request escalation. Add new evidence and a concise summary of prior communications. Preserve all chat transcripts and download them via the in-app message thread—this is useful if you need to reference the same case in a future support request.

How chat handles order disputes, cancellations and refunds

Order issues generally follow a standard flow: first communicate directly with the seller via the order page; if no resolution occurs within the order timeframe, open a cancellation or resolution request. If the seller declines or the parties disagree, open a ticket with Support and include the Resolution Center case number. Fiverr will review chat logs, order deliverables, and timestamps to determine an outcome.

Refunds may be full, partial, or in Fiverr credits depending on the situation. For example, if deliverables are missing or materially not as described, Fiverr often authorizes a full refund; for minor quality issues, a partial refund or re-delivery may be recommended. Expect the actual funds to return to the original payment method within 5–10 business days after a refund decision (processing times vary by bank and card issuer).

Best practices: templates and examples to use in chat

Using concise, evidence-driven templates speeds resolution. Always open with a one-line summary, include the Order ID, list attachments, and state your requested outcome. Below are compact templates you can paste and adapt.

• Order problem (buyer): “Order #123456789 — Delivered files are incomplete. Attached: screenshot of zip contents and order brief. Requested outcome: full refund or re-delivery within 72 hours.”
• Late delivery escalation (buyer): “Order #987654321 — Delivery deadline missed on 2025-08-20. I communicated with the seller on 2025-08-21 (message screenshots attached). Requested outcome: cancellation and refund.”
• Unauthorized charge (billing): “Charge on 2025-08-15, $45.00 USD, last four digits 1234. I did not authorize this. Transaction screenshot attached. Please investigate and refund.”
• Seller dispute (seller): “Buyer requested cancellation after 90% completion. Order #555444333. I submitted final files on 2025-08-10 (attachments). Requested outcome: uphold delivery and deny refund or mediate partial credit.”

Privacy, documentation and evidence handling

Fiverr retains message history and order records; when you chat with Support, those records are attached to the ticket. Do not send sensitive personal data (full payment numbers, government IDs) unless explicitly requested for verification; when verification is required, Fiverr uses secure upload forms in the Help Center.

Maintain a local copy of all deliverables and support transcripts. If you plan to escalate outside Fiverr (e.g., chargebacks), having clear timestamps and the downloaded support ticket thread significantly strengthens your position with banks or payment processors.

Advanced support options: Fiverr Business and priority handling

Fiverr Business and some premium seller programs offer faster onboarding and dedicated workflows for teams. Pricing and features vary; check https://www.fiverr.com/business for current plans. If you are part of a funded enterprise or need SLA guarantees, consider Fiverr Business or third-party procurement agreements—these can include faster response commitments but typically require a paid subscription or volume arrangement.

For enterprise-level incidents (security breach, major platform outage), contact channels are routed through the Help Center and may include direct outreach from Fiverr’s Trust & Safety or enterprise teams. Use the Support ticket to request an enterprise escalation and include company billing ID or contract number if available.

Final checklist before you hit send

Confirm you included: Order ID, concise problem summary, three pieces of evidence (screenshots, files, timestamps), the exact desired outcome (refund, re-delivery, cancellation), and whether you want escalation. Clear, documented, and calm requests produce the fastest, most favorable resolutions.

For more details and to start a support request, go to https://www.fiverr.com/support. If you need help drafting a message from your specific case, provide the non-sensitive facts here and I can draft a ready-to-send template tailored to your situation.

Why can’t I contact people on Fiverr?

The reason you cannot contact a Fiverr seller after ordering is because Fiverr puts all communication between buyers and sellers through their platform. This is to help protect both parties and to make sure that orders are completed as agreed upon.

Is Fiverr support 24/7?

In addition, our Customer Support team is available 24/7 for any questions and inquiries and can be contacted through our Help & Support Center. You can find the ‘Contact us’ button at the bottom of the page.

How do I contact Fiverr live chat?

Fiverr Customer Service Contacts

1. Fiverr Email Support. [email protected].
2. Fiverr Live Chat Support. N/A.
3. Fiverr Call Center Support. +97236317882.
4. Fiverr Knowledge Base. https://www.fiverr.com/support.
5. Fiverr Forum. https://forum.fiverr.com/

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.

Who owns Fiverr?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Fiverr is a publicly traded company, so it is owned by its shareholders, not a single individual or entity. The company was co-founded by Micha Kaufman and Shai Wininger in 2010, and Micha Kaufman currently serves as the CEO.
  Key points about Fiverr ownership:

• Public Company: . Opens in new tabFiverr (Fiverr International Ltd.) is listed on the New York Stock Exchange (NYSE) under the ticker FVRR, meaning its ownership is distributed among investors who own its stock. 
• Founders and Management: . Opens in new tabMicha Kaufman is the founder and CEO, and Shai Wininger is also a co-founder, but they are not the sole owners of the publicly traded company. 
• Shareholders: . Opens in new tabAs a public company, any investor who buys Fiverr shares is a partial owner of the company. 

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How do I report a problem on Fiverr?

If you receive a brief that needs reporting, click the flag icon and select ‘Report an issue.