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Not accepting my payment method because account is being reviewed

I am a client and have already hired one freelancer and finished that contract. I want to hire another freelancer but when I tried to use the same credit card to process the payment I get the following message:

"Unfortunately, we were unable to process your transaction. Your account is being reviewed. We may need to verify your identity information. Please check your email for the detailed next steps. If you don’t hear back within 2 business days, please contact us"


I can't even use Paypal as it is the same message. I have gotten nothing in my email and no way to actually contact Upwork. Please help as the contract I need completed by the freelancer is on a deadline. 


Hi Hester, 


I shared your report with our team and one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page.


~ Nikola
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