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Help: Questions, Answers, and More

Common Questions   |   Account   |   Projects   |   Milestones   |   Payments   |   Affiliates   |   Legal Agreements   |   Misc

 

 

Common Questions

Q: What is Upstack?
A: Upstack is the absolute best way to find and hire graphic designers on the web. You post a project request and watch as our pre-approved, professional designers jump to work with you. That's all.

 

Q: Why are you different than every other freelancer site?
A: Because we specialize in graphic design. We're not pretending to know everything and we don't cater to everyone. In fact, if you need writers or coders, you're in the wrong place. We work for those people who want to find really good graphic designers.

 

Q: Who are the designers in your network?
A: Design rockstars! All of our designers are screened for design quality, deliverable files, communication skills and identity before they can even join Upstack. When you post a project on Upstack, you don't have to weed through the 'riff raff' normally found on freelancer sites. We've done all of tough work for you.

 

Q: What is a Fully Managed project?
A: This is a project that we handle for you. We'll handle the designer hiring process, designer communication, assist in conceptual direction, and make sure the final files are exactly what you need. We'll even provide you with a satisfaction guarantee that the designs you get in the end are exactly what you want. Think of us as your non-agency agency. If our designers can't handle the project, we'll complete in-house.

 

Q: Why would I use Upstack instead of one of those crowdsourcing sites?
A: Because here we give you access to some of the most talented designers in the industry. All of our designers were handpicked based on their design style, quality of deliverables, and work processes. Upstack gives you quality over quantity.

 

Q: Do you have an affiliate or referral program?
A: Hey, glad you asked! Yes, we have a very generous affiliate program that anyone can take advantage of. You can earn 10% of every project your referrals complete, forever. That's $35 to $300 per project... yes, we said forever. Find out more here.

 

Q: What do Upstack's designers design?
A: Logos, websites, stationary, and print collateral right now. We have a multi-talented pool of designers and often manage one off projects, so email us at help@upstack.com and let us know what you need designed if it's not on this list.

 

Q: I need to have a website designed and coded. Can you help me with coding after a design is done?
A: Yes we can. Email us at help@upstack.com and we can talk about the details.

 

Q: Do your designers design in Flash?
A: Of course not... who uses Flash anymore? What is this, 1999? Actually, we have plans on adding it in the near future. If you're a Flash designer interested in participating, email us at start@usptack.com.

 

Q: Do you share my information with anyone?
A: Nope. All information you provide to us will remain confidential. We even offer you courtesy NDAs for your projects to make sure designers do the same.

 

Q: I'm thiiiiiiirsty. Can you get me something to drink?
A: Ugh... We just got you a glass of water. OK, be right back.

 

Q: When I hire my designers I am expecting to get multiple concepts per designer. Do I own all of those concepts?
A: No. You will own the final design you choose at the end on the project. The designer will maintain ownership of the other concepts they provide.

 

Q: When I'm starting a project, I'm supposed to tell you how many designers I want to work on the project. What does this mean?
A: This means you can put multiple designers on your project. In our experience, you can get better results by getting ideas from more than one designer and their style. The price of each designer drops as you add more designers to your project.

 

Q: I have some questions about my project. Can I talk to a human over the phone?
A: Yes, we love talking to our customers. Call us Monday through Friday between 9 am and 6 pm CST at +1 (210) 200-8942 or toll free at (888) 823-0314. You can also chat with us by clicking the chat link on the right.

 

 

Account

Q: Can I change my username?
A: Username's are assigned based usually on the user's first initial and last name. Unfortunately, at this time this means you cannot change your username to something else. At least we didn't name you something unseemly like "StinkyButt." We'd understand your concern then.

 

Q: How do I change my email address, password or contact details?
A: Click the My Profile tab at the top of the page to edit these. When you're done, click "Save Changes" above the section you just changed.

 

Q: How do I cancel my Upstack account?
A: Really?!? You're ready to leave us already? We'll pout when you ask, but all you need to do is email help@upstack.com.

 

 

Projects

Q: Once I start a project, who picks the designers that work on my project?
A: You do. You'll start getting responses from designers within minutes of starting your project. You will be able to review each designer's portfolios and select the ones that fit the style you are looking for.

 

Q: What if I start a project and decide I need more designers?
A: We allow you to add additional funds into escrow after starting a project if you feel you need to add designers. Those funds will be reserved for the additional designers without any fees taken by us.

 

Q: I started a project and don't see any designers I want to work with. Can I get a refund?
A: Yes. Just email us at help@upstack.com and we'll take care of it for you.

 

Q: Why do I need to pay a rush fee?
A: Because good design takes time and we know that good designers need to be compensated additionally when the project is due quickly. If deadline is not that important, you can adjust the deadline to eliminate the rush fee when posting your project.

 

Q: What is the square root of 81?
A: Random... but it's 9

 

Q: I have multiple designers in my project. How do I select the winning designer?
A: In your project workroom, there is a link that reads "Select a Winner". Click that and then pick your winning design. You can select multiple designs if you wish.

 

Q: What happens when I select a winning design?
A: This means you found a design you like... well done! We're also going to give the winning designer a bonus for making your project a success. Yipee!

 

 

Milestones

Q: What are milestones?
A: Milestones are mini deadlines you set when creating your project. Adding milestones will give our designers a better idea of your expectations. They will see these milestones before accepting the project so be as specific as possible.

 

Q: What are some good examples of milestones?
A: Some examples are "Pencil sketches due", "Wireframes due", and "First concepts due". Feel free to get creative. "First time machine due" is one of our favorite gags. But seriously, try not to scare your designers.

 

Q: Can I extend my project's milestones or deadline?
A: Yes, you can extend them. To do this, just go to your Manage Projects page and click "Extend Dates". Please note that you can extend them, but not make them shorter.

 

 

Payments

Q: Why are you asking me to deposit funds into an escrow account before starting a project?
A: In order for us to get the caliber of designers we have on Upstack, we've promised them we will collect all fees upfront. If you deposit to us, we can in good faith pay our designers for their participation in your projects and avoid having them work speculatively.

 

Q: What payment methods do you accept?
A: Credit cards (Visa, MC, AMEX, Discover), PayPal and chickens. No, we don't accept chickens. Just making sure you're paying attention.

 

Q: I have some funds in my escrow that I won't use on a project. How do I get that money back?
A: Click the "My Escrow" tab at the top of the page to see your balance. These are the funds that haven't been set aside for ongoing projects. Just click "Create Withdrawal Request" on the right to start the process. Choose your payment method and follow the instructions.

 

 

Affiliate Program

Q: Do you have an affiliate or referral program?
A: Yes, we do! Find out more information about the program and sign up at http://upstack.com/affiliate-program/.

 

Q: How much will I make when my referral start projects on Upstack?
A: 10% of every project they complete... forever! No need for complicated calculations or pie charts (we hate pie charts). When you referral hires a logo designer for $650, you earn $65. It's as simple as that.

 

Q: I tried to register for the Affiliate Program, but it said my email is already in use. What gives?
A: Odds are, you're already a member on Upstack. Coincidentally, that's all you need to be in the Affiliate program. If you have already joined Upstack, just send people to http://upstack.com/signup/insertyourusernamehere.

 

Q: If someone goes from my site to my affiliate page on Upstack, but registers on another page, are they still my referral?
A: Yep. When someone comes through your referral page we can tell if they register on any other page for up to 30 days. If they register anytime within that period, they fall under your referral umbrella. Thanks for sending them! Q: How can I get the referral commission I've earned?
A: We send commissions via PayPal, bank check or Moneygram.

 

Q: Where will I see how much money I have earned?
A: When your referrals start a project, you will instantly see your future commission deposited into your Escrow account. Once the project is completed, the payment is yours. 45 days after the project is completed, you can withdraw the funds from your escrow.

 

 

Legal Agreements

Q: Do I have to use the contracts you provide when starting my project?
A: No, these are only provided as a courtesy. Feel free to use these contracts, upload your own or forgo legal agreements all together. Your call.

 

Q: Should I have my attorney review your legal agreements before using them?
A: Admittedly, we were never asked this, but thought it should be answered just in case. Yes, if you have any questions about our courtesy agreements, please have them reviewed. If you find any issues, please send them our way. We'd much rather listen to your lawyers than pay ours again. Thanks!

 

 

Misc

Q: Why are you guys so awesome?
A: Our parents were awesome.

 

 

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