Hello! My account got suspended because, according to a notification from Upwork, there was some irregular activity in my account pertaining to a contract. I'm not sure what I did wrong - I had a call with the client on Hangouts (because the Upwork Android app doesn't support calls), but other than that, all my messages were on Upwork, I didn't start work on the contract and did not receive any payments on or off the platform. I provided this information to Upwork Support with proof.
However, Support said that my account will not be reinstated until the client provides some information it requested. It's been about 2 weeks since the suspension and it seems that the client has not provided the information. I also received an email from Support asking me to "encourage" the client to reply. When I did so, the client said that she didn't receive any information requests from Upwork. Although I relayed this to Support, it just keeps saying that its hands are tied until the client replies.
1. Is there any way to really know whether the client received the information request?
2. Will my suspension be permanent if the client never replies?
3. Is there anything I can do to get the account reinstated?
I think it's unethical to hold my account hostage to force me to keep chasing the client.
Support replied again saying that my account cannot be resumed without the client's reply. However, the client clearly states that she has not received any request for information from Upwork (see related screenshot in the ticket).
We would recommend that you ask your client to check the emails the team sent him on 5-June, and 9-June. If she has questions, she can post it on the same email thread. Unfortunately, we will be unable to discuss your client's account further for privacy reasons, but she can check her email inbox for more information.
I contacted the client about the emails on 5th and 9th June. She said that she received emails around that time, but they contained NO QUESTIONS from Upwork. She said that they only stated
(i) that her account was thoroughly reviewed,
(ii) and that it was permanently suspended because it was a duplicate.
Could you please verify whether the Trust & Safety team has sent an email asking for information?
If yes, could you request the team to send it once again?