My freelancers Account has been suspended

[59353225]

Hello Everyone,

I am a client and use upwork fairly often for document translations.
I recently used a freelancer to translate some documents into dutch, which he did well and in a good time frame.
Yesterday, I hired him to translate another document for me into dutch.
This morning I woke up with a message from his account, but it had a different name and location.
He explained that his account had been suspended due to him previously using a different name and location (a more dutch sounding name and canada as his location). 

I am not really sure what to do at this point, since he had already started work on our document.
He says he cant get a response from upwork support.

Does anyone have any suggestions to what i should do?
And how can he respond to my messages if his account has been suspended?

Thanks in advance.

[arooj78]

Well, as far as my experience with suspended profile is concerned, I wasn't able to respond or read messages. 
I have attached a screenshot.

Moreover, suspended or not, he can complete the task in either case. 
If he is responding to messages, he can definitely share the translation files as well. 

 

[pradeephele]

Hi April,

Thank you for your message. I am sorry to hear about the action taken on your freelancer's account. I checked the freelancer's account you are referring to and noticed that the relevant team is already communicating with the freelancer. Please request the freelancer to respond to the support ticket initiated on their account for better assistance. In the meanwhile, please avoid making any payment outside of Upwork as this may lead to possible fraud. The freelancer can still continue working on their active contracts and use Upwork to get paid.

Thank you,

Pradeep