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3684d360
Community Member

Help with another user's account

Hi, 

I wanted to enquire about 2 profiles under our agency. 

Vinay: https://www.upwork.com/freelancers/~0166f5d5d3aaf50c7e

 - JSS disappeared and the Top-Rated badge was removed.

 

Sathi: https://www.upwork.com/freelancers/~017023e9a95493865a 

 

- JSS  reduced from 93% to 60% and Top- Rated badge was removed. 


Please let us know the reason and help to resolve it immediately. 

 

Thanks! 

ACCEPTED SOLUTION
LuiggiR
Moderator
Moderator

Hi Gokula,

 

I understand that your colleagues need assistance with their Upwork account. I'm afraid that we can't share the details of another user's account for privacy reasons. Please advise them to contact support for assistance; they can do this without having to log in in the event they can't access their account. 

 

To access our support services, it would be best to follow the steps below:

 

  1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
  2. Choose the" "Chat with Upwor" option to initiate a conversation with our chatbot.
  3. Type in a question or topic and click" "Send." The chatbot will provide relevant articles related to your question.
 
We strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.
~ Luiggi
Upwork

View solution in original post

80 REPLIES 80
spectralua
Community Member

Noone will share real reason with you, sorry. Only link to ToS with basic info.

But if you know for sure which contract dropped JSS then you can use TopRated perk to remove it. You have 2 week for that after TR gone.

JSS disappearing when account have not enough feedbacks for last 2 years.

LuiggiR
Moderator
Moderator

Hi Gokula,

 

I understand that your colleagues need assistance with their Upwork account. I'm afraid that we can't share the details of another user's account for privacy reasons. Please advise them to contact support for assistance; they can do this without having to log in in the event they can't access their account. 

 

To access our support services, it would be best to follow the steps below:

 

  1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
  2. Choose the" "Chat with Upwor" option to initiate a conversation with our chatbot.
  3. Type in a question or topic and click" "Send." The chatbot will provide relevant articles related to your question.
 
We strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.
~ Luiggi
Upwork

Hi There,
My friend's account was suspended 2 days ago due to ID verification, although he was already verified long ago. However he uploaded the needed documents and still waiting for your reply but still didn't get one after 2 days. He had an on-going contract which was paused and need an urgent solution to get his account back and be able to work on his contract. 
Aprreciate your quick response.
The ticket number of his case is: 47173115

099e292e
Community Member

Dear Upwork Support Team,

I am writing to follow up on the appeal regarding my friend's mistakenly suspended account that was submitted earlier. The ticket number of his case is: #47271911

He is willing to provide additional verification information, including video verification or other forms of identity verification, to prove his identity and authenticity in order to regain access to his account. This account holds significant meaning to him as it represents the hard work he has put in on Upwork.

As a resident of China, it is difficult for him to obtain bank statements with address information. Therefore, he has used electronic bank statements from Oversea-Chinese Banking Corporation (OCBC) in Singapore. If there are any doubts, he can provide additional documents to confirm his address.

On Upwork, he has diligently worked, accumulating over $2500 in earnings, including Connects and Freelancers Plus, and generating nearly $500 in revenue for Upwork. However, after reaching these milestones, his account was suspended, which has left him feeling very disheartened.

My friend is an honest, hardworking user who firmly believes this is a misunderstanding. He sincerely hopes for a resolution and to continue working on Upwork.

He truly values the opportunities Upwork has provided him and the relationships he has built within the Upwork community. He is committed to adhering to Upwork's policies and collaborating positively with the platform and its users.

Please consider his appeal, taking into account the importance of completing ongoing projects and his dedication to working on Upwork. He earnestly requests the opportunity to explain the situation and regain account access promptly.

Additionally, my friend has sent multiple appeal emails, but has not received any responses.

Thank you for your understanding and cooperation.

Hi Amy,

 

I'm sorry to learn about your friend's account. We certainly understand how important it is for him to resolve this issue in a timely manner. However, for privacy and security reasons, we won't be able to discuss the status of another user's account.

 

Rest assured that decisions to suspend a user's account are not taken lightly and are not made without fully investigating for TOS violations. Please encourage him to continue coordinating with the team through the ticket he raised so that they can assist him more efficiently.  

 

~ Arjay
Upwork
099e292e
Community Member

Hi Arjay,

Thank you for your reply. He maintains a frequency of sending appeal emails 2-3 times a week, but has not received any response. He is truly innocent. I really hope he can get a response as soon as possible.

4acba45e
Community Member

Hello.

My mom is not getting response from Upwork Support Center. Upwork blocked his login because someone tried to log in and provided incorrect information pretending to be me. She doesn't recognize the information they provided. She can't login to cummunity that's why I am asking question on her behalf

yassirawad
Community Member

Hello everyone,

 

I'm reaching out to the community for some guidance and support on behalf of a close friend, Ahmed, whose Upwork account was recently and permanently suspended. Despite his efforts to understand and resolve the issue, the responses from Upwork’s support team have been final, stating that the decision will not be reconsidered.

 

Ahmed has always strived to maintain professionalism and adherence to Upwork's Terms of Service, and this sudden suspension has been both surprising and distressing. He has asked for detailed reasons for the suspension and attempted to appeal, but has not received clarification on the specific violations that led to this decision.

Here is his profile for reference:**Edited for Community Guidelines**

 

We would greatly appreciate any advice, shared experiences, or steps you might suggest we take in this situation. Also, if anyone has faced a similar situation and successfully navigated it, your insights would be invaluable.

Thank you for taking the time to read and respond. Any help or direction provided would be greatly appreciated as we try to resolve this matter.

 

Best regards,

Yassir

**Edited for Community Guidelines**

What he did to be banned? More info needed. With current "do not know" is it deadend.

Profile still alive.

Litterly nothing, and they are refusing to provide a details we they permanently susspended him!!

Hi Yassir,

 

We won't be able to discuss the status of another user's account for privacy and security reasons. However, rest assured that decisions to suspend a user's account are not taken lightly and without fully investigating for TOS violations.
 
Please, refer to this help article for general reasons why our Trust & Safety team may take action on an account.
~ Luiggi
Upwork

Ok, but why you are refusing to talk to him?? at least we can understand why you susspended him, because this could happen with me as well while I don't understand what violation I did.

I mean I could wakeup a day and find my account suspended like what happened!

117d266d
Community Member

My wife's account is suspended and we can't find any contact option through it.

 

The account is suspended because the profile photo doesn't meet the requirements.

But the profile is blocked for any edit, so she can't change the photo.

The chat it's just a bot that reply with the photo requirements format and the forum is blocked for suspended accounts. 

How to proceed?

Very silly error to block the very edit you are asking to do.

Thank you.

Henrique

Hi Henrique,

 

I'm sorry your wife is having trouble updating her profile photo. I'm afraid that we can't share the details of another user's account for privacy reasons. She should be able to reach out to our support team via the chatbot without logging in.
 
To access our support services, it would be best to follow the steps below:
 
  1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
  2. Choose the "Chat with Upwork" option to initiate a conversation with our chatbot.
  3. Type in a question or topic and click "Send." The chatbot will provide relevant articles related to your question.
 
We strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.
~ Luiggi
Upwork
117d266d
Community Member

Hi Luiggi,

As I mentioned, the chat just reply with the photo requirements format.

But she can't edit the photo as the 'pencil icon' to edit the photo is blocked.

 

The chatbot articles are not relevant for the problem.

There isn't a way she can talk to a actually person? Or have the edit photo option unblocked so she can edit?

Thank you

Hi, I have exactly the same issue! It's been a week and no one could answer my messages to the support team. Could you find a solution?

117d266d
Community Member

As I mentioned, the chat just reply with the photo requirements format.

But she can't edit the photo as the 'pencil icon' to edit the photo is blocked.

The chatbot articles are not relevant for the problem.

There isn't a way she can talk to a actually person or have the edit photo option unblocked so she can edit?

Thank you

d9f88883
Community Member

Hey there,

 

I'm reaching out on behalf of a close family member who has been permanently suspended on Upwork. They are unable to log in to their account or make a post, so I'm doing it on his behalf.

 

Last year, they attempted to create an account but it was closed because they were in the process of moving to another country. This time, they created a new account with the same name but a different email address. However, due to frequent travel, sudden changes in IP addresses could be causing a security concern, which I understand.

 

He possesses all the necessary information and legal documents to prove his identity. With over 25 years of experience in the IT industry and relevant degrees to support his expertise, he is a genuine professional.

Can anyone from the Upwork team reply to this so I can get in touch with you?
Thanks for your time.

Hi Bilal,

 

Please advise them to review this article about suspensions. There is a link to submit an appeal toward the bottom of the article.


Cheers,
Mike

They have sent multiple emails concerning this issue, but have not received any explanation for the permanent closure of the account and the refusal to let him appeal.

Thanks for replying!

sorry I did not mean "i" it meant what he told me.

My friend account gmail: **Edited for Community Guidelines**

is being blocked due to the below reason and he is trying very hard to get his payment out

reason from danial:

The issue was that I have a payment from my client on last December year. the amount to withdraw was 119.01$ , I entered the my local bank details for the withdrawal, but I have checked no such amount in PKR came into my account,I ask the community the y prefer me to provide bank statement for all the months, I told them I will provide a week later , I have bank statement, but now I find my account is being blocked what should I do now?

kindly reopen his account to get his payment back as he is suffering from hunger and he received no support from the community 

hammad_60
Community Member

My friend account named Danial Ansari 

gmail: **Edited for Community Guidelines**

is being blocked due to the below reason and he is trying very hard to get his payment out

reason from danial:

The issue was that I have a payment from my client on last December year. the amount to withdraw was 119.01$ , I entered the my local bank details for the withdrawal, but I have checked no such amount in PKR came into my account,I ask the community the y prefer me to provide bank statement for all the months, I told them I will provide a week later , I have bank statement, but now I find my account is being blocked what should I do now?

kindly reopen his account to get his payment back as he is suffering from hunger and he received no support from the community 

Hi Hammad,

 

I'm sorry to learn about your friend's account and we certainly understand how important it is for him to get this issue resolved in a timely manner. Unfortunately, we can't share the details of another user's account for privacy reasons. Please advise them to contact support for assistance; they can do this without having to log in in the event they can't access their account. 

 

To access our support services, it would be best to follow the steps below:

 

  1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
  2. Choose the" "Chat with Upwor" option to initiate a conversation with our chatbot.
  3. Type in a question or topic and click" "Send." The chatbot will provide relevant articles related to your question.
 
We strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.
 
~ Arjay
Upwork
44d5b533
Community Member

A friend is experiencing the same issue and has been prevented from accessing his account. His username is Etefia, A. The platform says it sent a login verification code to the number attached to the profile. But nothing comes in. 

Please help. If you need his email address, I can forward it and you verify through that means?

Thank you.

Hi Elizabeth,

 

I understand that your friend needs assistance with their Upwork account. Unfortunately, we can't share the details of another user's account for privacy reasons. Please advise them to contact support for assistance; they can do this without having to log in if they can't access their account. 

 

To access our support services, it would be best to follow the steps below:

 

  1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
  2. Choose the" "Chat with Upwor" option to initiate a conversation with our chatbot.
  3. Type in a question or topic and click" "Send." The chatbot will provide relevant articles related to your question.
 
We strongly encourage everyone to use the chatbot to access support options. Asking for assistance directly may not provide sufficient information for the chatbot to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.
 
~ Arjay
Upwork
44d5b533
Community Member

This didn't work. The bot kept asking him to log in but he can't log in because every time he does, the platform says it has sent a verification code to his number.

Please do something.

mahmoud_talaat
Community Member

Hi There,
My friend's account was suspended because of the verification process although he uploaded the Identity data more than once. Now he's on an on-going contract which was paused due to the suspension and needs an urgent feedback and solution, if you can help please check his ticket number: #47173115

85822d98
Community Member

Hi UpWork
I'm reachng out to discuss a problem which a member of my agency faced with his account. The scenario we have is that someone logged into his client account and changed the primary email and the password as well. Now he's unable to connect to his account and to add a cherry on top the culprit assigned 2 projects to 2 different freelancers, awarded them the project and released the payments as well. The payments were $4000 and $500 to Muhammad Hasan Siddiqui, similarly, $4000 and $400 to Huria Nadeem, he also has around $1200-$1300 in his account in earnings. All this happened over the weekend when he was on a break, and now all his data, clients and earnings are being compromised. Atif checked his account on Monday and came to know what happened. He was smart enough to quickly take screenshots of some valuable screens which can be used to identify the freelancers to whom the projects were awarded. The account's link is this: https://upwork.com/freelancers/atifn12?mp_source=share by the name Atif Nisar Ahmed. He even drafted an email to the UpWork support but no response has yet been received. He's willing to provide any proof of identity needed to get his account back. Please let us know what to do in this scenario to get our account back and how to get those payments back which were released wrongfully. 
Thanks

Hi Syed Mussarat,

 

I'm sorry to learn about your colleague's account, and we certainly understand how important it is for him to resolve this issue promptly. Unfortunately, we can't share the details of another user's account for privacy reasons. Please encourage him to continue coordinating with the team through the ticket he raised so that they can assist him more efficiently.  

 

~ Arjay
Upwork
85822d98
Community Member

Hi Arjay
Thanks for replying to me. Atif has already raised a ticket but he got no response there and that was the reason to reach you out here. He has emailed you from the email: **Edited for Community Guidelines** Please look into that or have someone look into this email's query so we can get this issue resolved asap. Thanks

harminder97
Community Member

Hi 

I wanted to state an issue if anyone on upwork community can help or Upwork CEO or seeking management level help, The situtaion is one of my Agency members account got blockedm stated one or more person is using your account which 100% person not true.

My agency member is on upwork from last 5 years and had top rated plus batch on his profile, Now upwork support ask to reverify there identity which he did via link they gave ask to accpt terms and condition which he was following from 5 years and in that thread he said yes i was doing past and continue to do so. 

After submitting the doucment he got email about your identity is verified but account was still blocked, After some his client ended the contract which was around  $600. So he message the upwork support fix his id asap, Which did happen even after regulary ask upwork support help to resolve that, They id will done with in 48 hours which is eventually didnt happen, 

now after 70 hours they ask to verify via video, if he didnt do account will be permanetly blocked.

So my question to community and other upwork people, Is this way a LOYAL freelancer should be treated, It fine if you guys think something is wrong but when you guys said it will take 48 hours why you guys dont unblock the account in 48 hours, And now after 70 hours asking for video verififcation which will happen tomorrow and after that is done ask to wait for 48 hours more, A loyal freelancer upwork freelancer whose source of earning is upwork, who lost his job which he work full week and who whole week without bid ( 7 days of no money ).
 
Is this action is fair he has to go with 70 hours of no communication chasing support daily basis, and honest, real person who is top rated plus freelancer is ready to do verify his identify asap, has lost 7 days,

Was this upwork fair to him ? If it about keeping upwork safe it should be done and fix with 2 hours of block not 7 days,

NO LOYAL UPWORK FREELANCER SHOULD DESERVE THIS.

 

I wanted to help my agency memeber hope someone from upwork fix his account asap. so he wound not loss any other Contract and money. who source of income is upwork. Upwork should understand this

thankyou, Please help him


 

Hi Harminder,

 

I'm sorry if your colleague's experience hasn't been positive while trying to get this resolved. For privacy and security reasons, we won't be able to discuss the status of another user's account. If your colleague is currently interacting with the support team, they will need to continue to do so to resolve their situation.
~ Luiggi
Upwork

Hi

I understand, But what is the cost of this ? Loosing whole work week without work? loosing clients ? loosing business?  still there no hope if after call they will verify it properly, does verifing a person took 60 hours ? Specially a TOP RATED PLUS FREELANCER which is very hard to earn. 

Will upwork will bear the cost of loss business, no right? so these should complete asap so no one should have loss in the business. 

I need community help, so one should bear the loss of 5 year of hard working. 

76eab90e
Community Member

My wife's account got blocked, is there a way to get her account reinstated, using her maiden name?

 

short version: My wife tried to change her name in Upwork, but only has valid IDs using her maiden name, and now her account is blocked. She already explained what happened to Customer Support, wanted to use her maiden name again in Upwork, but support isn't getting back to her for days already (May 20th). We are also colleagues on a project, wherein this issue raises a concern from our client.

 

long version: My wife and I got married a few months ago, we just got our marriage contract. She willy-nilly tried to update her name in Upwork, even though she has yet to apply any valid/gov't ID with the married name. Her Upwork account got blocked due to verification issues since she is only able to use her valid IDs with her maiden name. She wanted to revert to her maiden name in Upwork while waiting for her updated valid ID to get processed which may take several weeks or even months to get. Her clients including the one that I am working with received a notification regarding the issue and are concerned. For ID verification, she only has valid IDs using her maiden.

Hi Charles,

 

I'm sorry to learn about your wife's experience trying to verify her identity. Unfortunately, for privacy reasons, we can't share the details of another user's account. However, you can rest assured that the team assigned to her specific case will continue assisting her. 

 

That said, if she needs to reach out to support to follow up, she can do so on her existing ticket. Alternatively, she can access our support services by following the steps below:

 

  1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
  2. Choose the "Chat with Upwork" option to initiate a conversation with our chatbot.
  3. Type in a question or topic and click "Send." The chatbot will provide relevant articles related to your question.
 
We strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.
~ Luiggi
Upwork
099e292e
Community Member

Dear Upwork Support Team,

I am writing to follow up on the appeal regarding my friend's mistakenly suspended account that was submitted earlier. The registration email for his Upwork account is **Edited for Community Guidelines**

He is willing to provide additional verification information, including video verification or other forms of identity verification, to prove his identity and authenticity in order to regain access to his account. This account holds significant meaning to him as it represents the hard work he has put in on Upwork.

As a resident of China, it is difficult for him to obtain bank statements with address information. Therefore, he has used electronic bank statements from Oversea-Chinese Banking Corporation (OCBC) in Singapore. If there are any doubts, he can provide additional documents to confirm his address.

On Upwork, he has diligently worked, accumulating over $2500 in earnings, including Connects and Freelancers Plus, and generating nearly $500 in revenue for Upwork. However, after reaching these milestones, his account was suspended, which has left him feeling very disheartened.

My friend is an honest, hardworking user who firmly believes this is a misunderstanding. He sincerely hopes for a resolution and to continue working on Upwork.

He truly values the opportunities Upwork has provided him and the relationships he has built within the Upwork community. He is committed to adhering to Upwork's policies and collaborating positively with the platform and its users.

Please consider his appeal, taking into account the importance of completing ongoing projects and his dedication to working on Upwork. He earnestly requests the opportunity to explain the situation and regain account access promptly.

Additionally, my friend has sent multiple appeal emails, but has not received any responses.

Thank you for your understanding and cooperation.

d0d7d213
Community Member

Hi, 
I'm writing on behalf of a friend. She has been using upwork for a while now. For some reason, she has been logged out of her account and is unable to log back in. 

Due to not being able to log back into her account, she has already lost a client and has been very concerned. 
She has tried emailing and reaching out to Upwork support for a while now and she hasn't been replied to. Could someone please help and suggest a way to resolve this issue ASAP. Some people make their livelihood out of this platform and not being able to generate income starts getting concerning after a while. 

Please find attached request number that has not been resolved.
#47154668


If there is any way I can escalate this issue to some kind of help at Upwork or someone knows a solution. Please HELP!

Thanks in advance.

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