Help with another user's account

[3684d360]

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! 

[spectralua]

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 · Accepted solution]

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.

[mahmoud_talaat]

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]

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.

[ArjayM]

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.  

[099e292e]

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.

[i_streamline]

A freelancer in my agency cannot pass the location verification through Upwork.
I reviewed her documents in person. They satisfy the requirements. Upwork's robot accepts the documents and keeps sending rejects, but it doesn't provide appeal functionality. The situation has been going on for a month now. How do I (or she) escalate? I've created this topic on her behalf because she lost hope in Upwork and is tired of talking to dummy robots.

[i_streamline]

Thank you, Upwork Support. She's working neither with Upwork nor with my agency anymore - switched to another platform. With 7 years of flawless experience on Upwork, I AM entitled to say: she was a diligent freelancer whose papers were 100% as good as mine. I know what I'm talking about. Your robot (or, even worse if human) documents processors destroyed her career. Hopefully, Upwork's PM/QA/PR  team finds this message and realizes how unfair the system is to many (not to mention missed opportunities for Upwork itself)

[e3983dbf]

Hello everyone i have friend who get an account created on upwork and he's account was suspended what can cause it what can be done to get there account back

[18e9b865]

Hi Team! My friend walid sent necessary documents to verify location. but failed.
he want manual review for this. I would very appreciate if the team address this issue.
Thanks

[b13901cc]

Hi, Upwork Talents.

I have a Japanese friend and He created his Upwork account.

But suddenly, he had to leave home and he can't access to his computer and cell phone also.

He received Identity verification Alert already.

Under the condition he can't access to his computer and cell phone, How can he do Identity verification ?

And if he can send me photo of his ID card. .....?

Please detailed and kind help.

Thank you.

[sofia2008]

He needs to do his own identity verification to avoid creating fake or duplicate accounts.

[sofia2008]

Creating multiple fake accounts is not allowed.

[7bbab4f6]

Hi, Upwork Talents.

I have a Japanese friend and He created his Upwork account.

But suddenly, he had to leave home and he can't access to his computer and cell phone also.

He received Identity verification Alert already.

Under the condition he can't access to his computer and cell phone, How can he do Identity verification ?

And if he can send me photo of his ID card. .....?

Please detailed and kind help.

Thank you.

[sofia2008]

Creating multiple fake accounts is not allowed.

[c190045b]

Hi, Upwork Talents.

I have a Japanese friend and He created his Upwork account.

But suddenly, he had to leave home and he can't access to his computer and cell phone also.

He received Identity verification Alert already.

Under the condition he can't access to his computer and cell phone, How can he do Identity verification ?

And if he can send me photo of his ID card. .....?

Please detailed and kind help.

Thank you.

[4acba45e]

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]

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**

[spectralua]

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

Profile still alive.

[yassirawad]

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

[LuiggiR]

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.

[yassirawad]

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.

[yassirawad]

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

[117d266d]

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

[LuiggiR]

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.

[117d266d]

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

[4a9e3650]

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]

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]

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.

[MichaelJ]

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.

[d9f88883]

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!

[d9f88883]

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

[hammad_60]

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]

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 

[ArjayM]

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.

[44d5b533]

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.

[ArjayM]

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.

[44d5b533]

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]

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