Frequently Asked Questions

Find quick answers to the most common questions about using Opengates. If you don't see your question here, browse our detailed help articles or contact our support team.

Getting Started

What is Opengates?

Opengates is a freelancing marketplace that connects freelancers with clients who need work done. Freelancers can create service listings and apply to tasks, while clients can post tasks and order services. Organizations can also create accounts to manage teams and hire at scale.

How do I create an account?

Visit the Opengates website or download the mobile app, tap Sign Up, enter your name, email, and password, then verify your email address. You'll choose your account type (Freelancer, Client, or Organization) during setup. See our Creating Your Account guide for full details.

What's the difference between Freelancer, Client, and Organization accounts?

• Freelancer: You offer services and apply to tasks posted by clients. You earn money by completing work.
• Client: You post tasks and order services from freelancers. You pay for work through the platform's escrow system.
• Organization: You manage a team of affiliated users, with your organization's branding on their profiles and posts.

Learn more in Choosing Your Account Type.

Can I be both a Freelancer and a Client?

Yes. Your account type determines your primary dashboard experience, but many features overlap. You can both offer services and hire others on the same account.

Is Opengates available in my country?

Opengates is available globally. Anyone can sign up and use the platform. The interface is available in English, French, Swahili, and Arabic.

Services & Tasks

What is a "service" on Opengates?

A service is a listing created by a freelancer that describes work they can do. Each service has three pricing tiers — Basic, Standard, and Premium — with different features, delivery times, and prices. Clients can browse and order services directly.

What is a "task" on Opengates?

A task is a job posting created by a client. Tasks describe what needs to be done, the budget, deadline, and required skills. Freelancers can browse tasks and apply to ones that match their expertise.

What are gate keys?

Gate keys are tokens that freelancers use to apply to tasks. Each task application costs a certain number of gate keys. Gate keys can be purchased on the platform. Premium subscribers receive extra gate keys each month. This system ensures that only serious freelancers apply, which benefits both freelancers and clients.

How many gate keys do I need to apply to a task?

The number of gate keys required varies by task. Each task listing shows how many gate keys are needed to submit a proposal. Standard accounts receive a limited number of free gate keys per month, while Premium subscribers receive more.

Can I edit my service after publishing it?

Yes. You can edit your service title, description, packages, pricing, images, and tags at any time from your Services dashboard. Changes take effect immediately.

Payments & Billing

How does escrow work?

When a client hires a freelancer or orders a service, the client's payment is placed in escrow — a secure holding system managed by Opengates. The money stays in escrow until the freelancer completes the work and the client approves it. Once approved, the funds are released to the freelancer. This protects both parties. Learn more in How Escrow Works.

What fees does Opengates charge?

Opengates charges a 12% service fee on standard accounts. If you subscribe to Premium, the fee is reduced to 7%. Fees are deducted from the freelancer's earnings when payment is released from escrow. See the full breakdown in Fee Structure.

How do I get paid?

Freelancers are paid instantly once a client releases the payment. Set up your payout method (M-Pesa or bank transfer) in your account settings. The platform fee is deducted and the remaining amount is instantly sent to your payout method. Earnings are displayed in USD on the platform and converted to KES (Kenyan Shillings) at payout. See Getting Paid.

Why are prices in USD but payouts in KES?

Opengates displays all prices in USD for consistency across the global marketplace. When a client releases payment, the amount is automatically converted to KES using current exchange rates and sent instantly to your payout method.

How fast are payouts?

Payouts are instant. Once a client approves your work and releases the payment, the funds are immediately sent to your M-Pesa or bank account.

Can I get a refund?

Yes. If there is a dispute about delivered work, you can request a refund through the dispute resolution process. Opengates mediates disputes between clients and freelancers. See Refunds & Disputes.

What is the Premium subscription?

Premium is a monthly subscription that gives you lower service fees (7% instead of 12%), extra gate keys each month, a profile boost in search results, and priority customer support. Learn more in Premium for Freelancers or Premium for Clients.

Contracts

What types of contracts are available?

Opengates supports two contract types:

• Fixed-price: Work is divided into milestones. Each milestone has a set price and deliverable. Payment is released per milestone.
• Hourly: The freelancer logs time entries. The client is billed based on hours worked at the agreed hourly rate.

How do milestones work?

For fixed-price contracts, the work is broken into milestones. The client funds each milestone in escrow before the freelancer starts working on it. When the freelancer completes a milestone and the client approves it, the escrowed funds for that milestone are released.

Can I end a contract early?

Yes. Either party can request to end a contract. If there is a dispute about unreleased funds, Opengates can mediate. Completed milestones that were already approved and paid are not affected.

Account & Security

How do I reset my password?

Go to the login page, click Forgot Password, and enter your email. You'll receive a link to create a new password. See Password Reset.

What is two-factor authentication (2FA)?

2FA adds an extra layer of security to your account. After entering your password, you'll also enter a code from an authenticator app (like Google Authenticator). This means even if someone knows your password, they can't access your account without your phone. See Two-Factor Authentication.

What are passkeys?

Passkeys let you sign in using your device's biometrics — fingerprint or face recognition — instead of typing a password. They're faster and more secure. See Passkeys.

How do I delete my account?

Go to Settings > Account > Delete Account. You'll be asked to confirm. Account deletion is permanent — all your data, contracts, and earnings history will be removed. Make sure any pending payments have been resolved before deleting your account.

Can I change my email address?

Yes. Go to Settings > Account and update your email. You'll need to verify the new email address before the change takes effect.

Messaging & Communication

How do I message a freelancer or client?

You can start a conversation from a user's profile page, a service listing, or a contract page. Click the Message button and type your message. See Sending Messages.

Can I make voice or video calls?

Yes. Opengates has built-in voice and video calling powered by Azure Communication Services. You can start a call from any chat conversation. See Audio & Video Calling.

What is OLA AI?

OLA AI is Opengates' built-in AI assistant, powered by Google Gemini. OLA can answer questions about using the platform, help you navigate features, and provide quick assistance without waiting for human support.

Organizations

What can an Organization account do that individual accounts can't?

Organization accounts can affiliate individual users, display the organization's logo on affiliated users' profiles, post tasks with an organization badge, and manage team members. Organizations can also get verified with official documents.

How do affiliations work?

An organization sends an affiliation invitation to a user. If the user accepts, they become affiliated — the organization's logo appears on their profile, and their posts show the org badge. The organization can manage and remove affiliations at any time. See Managing Affiliations.

How do I verify my organization?

Submit one of three documents: Registration Certificate, Attestation Letter, or Website verification. Opengates reviews the submission and grants a verification badge if approved. See Organization Verification.

Mobile App

Is there a mobile app?

Yes. Opengates has a mobile app available on iOS (App Store) and Android (Google Play). The app supports all core features including messaging, service browsing, task applications, payments, and calls. See Downloading the App.

Is the mobile app different from the website?

The mobile app and website share the same core features. The mobile app offers push notifications, biometric login, and an optimized touch interface. Some advanced settings may only be available on the web version. See Mobile vs Web.

Troubleshooting

I can't log in. What should I do?

Try resetting your password first. If you have 2FA enabled, make sure you're using the correct authenticator app. Clear your browser cache and try again. If you're still locked out, see Login Issues.

My payment failed. What should I do?

Check that your payment method is up to date, that you have sufficient funds, and that your card isn't expired or blocked. For Paystack-related issues, try a different payment method. See Payment Problems.

Messages aren't sending. What should I do?

Check your internet connection, try refreshing the page or restarting the app. If the problem persists, clear the app cache or try a different browser. See Messaging Issues.

I lost access to my email and 2FA device. How do I recover my account?

Contact our support team with your account details. You may need to verify your identity through alternative means. See Account Recovery.

Still need help? Contact our support team and we'll be happy to assist you.