ID verification failed and account on hold. What do I have to do next?

[layla724]

I tried to verify my location and uploaded my id but it said my ID verification failed and my account was put on hold. What do I have to do next as the email did not provide any instructions on how I can resolve this?

See below for what was written on the email:

-----------------------------------------

**edited for Community Guidelines**

-----------------------------------------

[renata101]

Hi Layla, 

I can understand your reasoning for wanting to use a more creative image on your profile, but your ID verification may have failed and your account may be on hold due to the image. You have to use an actual photo of yourself. 

You might want to check out some of the previous threads posted about this issue, like this one:

https://community.upwork.com/t5/New-to-Upwork/Is-a-profile-picture-required-or-optional/td-p/339201

[layla724]

Hi Renata, Thanks for your response, that's a good point. I have just amended it to an actual photo. Do you know what I would need to do to resolve the hold? Is there any support email I can contact about this? Kind regards, Layla

[aocumen · Accepted solution]

Hi Layla, 

The team will reach out to you through an email support ticket to assist you further. 

[6e47b7c0]

I am having same issue with id verification process and no one will answer at the customer service line. Does anyone know an email I can send this concern to?

[andregutierrez22]

Hi Alexia,

I can see you were able to call our phone support team regarding this and they're assisting you.

[b267c6b7]

can you please ask your team to reach me out as well i have the same issue

[c1cdde40]

Im having the same problem -ID verification, please help me

[b267c6b7]

i have the same issue please reach me out too

[pradeephele]

Hi Muhammad,

Thank you for your message. I am pleased to inform you that your ID verification is successful now.

Thank you

Pradeep

[harrisrazzaq]

Hi Pradeep

I am facing the same issue with id verification, I tried multiple times but did not succeed. Please help me out.

Regards

Muhammad Haris

[kochubei_valeria]

Hi Muhammad, 

Are you able to go to this page, click Get Started and go through the verification process steps? Do you experience any errors or issues when you try to do that?

[8498fc17]

I'm having the same issue on the thread anyway the team can help me  to verify my ID

[luiggi_rosado]

Hi Rodlyn,

Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you using a support ticket to assist you further. You can access your support tickets here.

[e50be56d]

Hello sir, I am having ID verification problem too. I have mistakenly uploaded a croped image of my document. So, please help me through this. I am waiting for your response.

[759e32fa]

Hi Nirajan,

Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

[f155cb98]

Hello. The same thing is happening to me. I uploaded my drivers licence but it failed the verification process. Can support help get my account verified as well? Thank you.

[egaruth]

Hi Madelyn,

I checked and it seems that you already created a support ticket for the issue you are experiencing. Please allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

[c5005db6]

I need help with this as well!

[egaruth]

Hi Kari,

Thank you for reaching out to us. I checked and it seems that you are already in correspondence with our team on your support ticket. Please allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

[nasirjavaid87]

Hi,
I hope you are doing well,

I'm unable to verify my identity, whenever I submit details I don't receive any response accepted or rejected.

Please guide me, 

my account is on this email:
**Edited for Community Guidelines**

Thanks & Regards:
Nasir Javaid

[812dd08c]

Hi Nasir,

I reached out directly to the team handling your ID review and I'm pleased to inform you that your ID is now Verified. You should be seeing the ID Verified badge on your profile as confirmation. Let us know if you need further assistance. Thank you!

[iahamd15]

Hi, I am having the same issue I have tried multiple times but it always rejects my verification can you help me with that please 

[luiggi_rosado]

Hi Ahmad,

Your most recent submission is still pending to be reviewed by the team. I can also see that you've raised a support ticket regarding this. Kindly allow more time for the review to be complete; the team will notify you if there's anything else you need to do.

[10ba670b]

Hello,

I have uploaded my passport and picture but the verification did not go through

Please could you reach out to me ASAP so we can solve this issue 

Many thanks

Guillaume

[tinker_bell3]

Hi Guillaume,

I can see that you have already completed the steps requested. Please allow time for the team to review the documents you submitted. They will reach out to you directly if they need additional information. 

[9102c7b0]

Hi Joanne! Can you pls help me as well? Same problem, id verification failed and account on hold. Thanks!

[pradeephele]

Hi Aziel,

Thank you for your message. I'll have one of our customer support agents reach out to you directly and assist you further.

Thank you

Pradeep

[7da9d7eb]

Hi, can I ask for help too? This is about identity verification. Upwork notified me just recently on verifying my identity, however, currently, I'm still waiting for my national id to be processed and which will be ready by next week. My problem is that the identity verification must be accomplished on the 17th- the day after tomorrow. In this case, my account might be put on hold because I cannot present any valid ID yet. My question is, will I still be able to verify my identity even after the timeline set by Upwork? I'm planning to complete the identity verification by next week once my valid ID is delivered. May I ask for your help and suggestion? Thank You Very Much! 

[bstojadinovic]

Hi Chennie Mae,

Freelancers that are required to verify but do not do so within 7 days of our notification will have their accounts placed on hold. The hold will prevent freelancers from withdrawing earnings, submitting proposals to new jobs, accepting direct hires, or showing up in search results. Any active proposals that have been submitted will also be canceled.

Once you successfully pass the verification process, this hold will be removed. 

Thank you! 

[2f6068bc]

Hello, I just tried to create my account and got the same "unable to authenticate your ID" message. Please let me know what steps I need to take. Thank you.

[egaruth]

Hi Laura,

I would be happy to help. I shared your report with our team and one of our agents will reach out to you directly via a support ticket to assist you further. You can access your ticket on this page.

[2fc9ee2b]

Hello. I am in the same boat. I uploaded my drivers licence but it failed my verification. I got an automated email but it had zero information to help. Can support help get my account verified as well? Thank you.

[tinker_bell3]

Hi Dan,

I've shared your concern about completing the location verification process with the team. One of our agents will reach out and assist you directly via a support ticket.

[srreyasharma99]

Hi, my friend is having trouble verifying her account. She has an active contract going on and is worried. She also has another concern, she is unable to login to her other devices except her phone because she has apple log in enabled. She tried changing her email id but was unable to can someone please help. 

[tinker_bell3]

Hi Shreya,

I'd like to check this for you. Please send me a PM with your friend's account details so I can check.

[c1cdde40]

Please reach out to me too, my ID verification failed 

[egaruth]

Hi Magdalena,

Thank you for reaching out to us. I checked and it looks like 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.

[2a9bfea3]

Hi, I am having the same issue. I just uploaded my driver's license and it did not authenticate. Can someone help? Thanks.

[920de534]

Hello, i tried to indified my account 3 days ago by uploading my national ID card. I recieved a message today saying my id can't be verfied and that i should try again. Can i have the reason why? Pls help me. I don't know what to do.