Jul 26, 2019 11:29:42 PM by Andreas Z
Hello,
Hello,
I verified my ID a couple of days ago but I still get a notification on my dashboard to Verify my identity.
The next step is to initiate a video call but there is to “Action Required” button in order to schedule the call.
What can I do in order to make this happen?
Regards,
Andreas
Jul 27, 2019 12:32:33 AM by Aleksandar D
Hi Andreas,
Thanks for reaching out to us. Please bear with us as this may take a little time to get information since we’re waiting on a response from another team. We appreciate your patience and will update you as soon as possible.
Thank you.
Jul 27, 2019 12:44:54 AM by Andreas Z
Hey Aleksandar,
Thanks for your quick response.
Hope my account will not be blocked as the deadline for the verification ends on 30th of July 🙂
Regards,
Andreas
Jul 27, 2019 02:24:58 AM by Aleksandar D
Hi Andreas,
Sorry for the delay in getting a response to you. Please go to your Settings, on the left side click on the Identity Verification tab and from there you should see a button to start a Video Call as shown in the screenshot here. Feel free to follow up if you have further questions.
Thank you.
Jul 27, 2019 02:33:30 AM by Andreas Z
Hey Aleksandar,
I followed the steps provided and but the button does not write "start a Video Call" but "Start Chat". After i press the button it redirects me to https://support.upwork.com/hc/en-us?action=verify-profile
where i can not find any relevant link to start a video call.
Jul 27, 2019 02:43:25 AM by Aleksandar D
Hi Andreas,
I'm sorry for the confusion. The button should state 'Start Chat' as shown in the screenshot on my previous message. After clicking on the button, a new page should be opened with a popup window inside letting you know how to proceed with the video call. Could you please try clearing your cache and cookies or using a different browser? Let me know if the problem persists so that I can assist you further.
Thank you.
Jul 27, 2019 02:53:37 AM by Andreas Z
Hey Aleksandar,
Unfortunatelly non of the steps you suggested seems to resolve the issue.
I tried both with Chrome, Safari and the button redirects me to the page i wrote before.
I cleared the cache and cookies. I also visited the site settings and allow pop ups to be displayed.
Regards,
Andreas
Jul 27, 2019 03:38:35 AM by Aleksandar D
Hi Andreas,
One of our team members will reach out to you directly via a support ticket to assist you further.
Thank you.
Aug 19, 2019 12:17:05 AM Edited Aug 19, 2019 12:26:01 AM by Goran V
Hi all,
I am having almost exactly the same problem.
After I tried to change my avatar and accidently choosen wrong picture where it was without my face I started to see message "action needed, verify your id". The link leads to general support page and nothing happens. The link https://support.upwork.com/hc/en-us?action=verify-profile
In my "settings" I see that ID uploaded (May 2019), video verification done (Jul 2019), no buttons to undergo the procedure once again.
On support page, where the link leads, I opened dev console and there are two errors "all providers failed" which clearly indicates problem on Upwork's site.
I've created a ticket for this and for a few days already I am talking to support guys and their answer is "we are busy with your problem, thank you for your patience".
I am sure situation like this is serious reputation impact for Upwork. just after month or two after all verification passed I have to undergo it once again and I can't and Upwork is not going to temporary lift restrictions on my account ((((((
...and it is crucial to me, since I left regular job in order to be a freelancer, step by step develop my agency and partner with Upwork (((
Will I receive any help in my situation?
Kind regards,
Yuriy Horobey
**Edited for Community Guidelines**
Aug 19, 2019 12:28:29 AM by Goran V
Hi Yuriy,
I`m sorry about the inconvenience this had caused you.
I checked your account and confirm that our engineering team is working on resolving your problem as soon as possible. Once our team has an update one of our team members will reach out to you on your ticket with number 26262706.
If you have any additional questions or you would like to share additional information feel free to update your ticket. Thank you.
Aug 19, 2019 01:28:22 AM by Yuriy H
Aug 19, 2019 01:37:34 AM by Goran V
Hi Yuriy,
Our team was working on resolving your problem and slowly pushing the fix. At the moment I still can't confirm that everything is resolved as our engineering team will need to double check everything. I`m happy to hear that you were able to complete your verification.
If you do notice any other information that can help our engineering team, feel free to update your ticket. Thank you.
Oct 25, 2019 11:55:37 PM by Almera B
Oct 26, 2019 12:06:29 AM by Yuriy H
Oct 26, 2019 03:56:34 AM by Aleksandar D
Hi Almera, and Yuriy,
Almera, I checked and it seems that you already have an open ticket for the issue you are experiencing and someone from our team already responded on the ticket. In the meantime, could you please try accessing the verification page on your desktop computer as well?
Yuriy, I checked but couldn't find enough information to submit a report. Could you please send me a PM with more information regarding the bug itself and the methods you used to bypass and I will make sure to send the report so that our team can investigate?
Thank you.
Dec 23, 2019 06:27:23 AM by Astrid J
Dec 23, 2019 06:44:48 AM by Goran V
Hello Astrid,
Could you please try completing the process by logging in to another internet connects, or via computer? If you`re still experiencing the same problem, let me know. Thank you.
Apr 5, 2020 07:19:30 AM by Aleksandar D
Hi Taukir,
Thanks for reaching out to us. Please allow more time for our team to review your account and respond accordingly to your open ticket. You will be notified of their response.
Thank you.
May 17, 2020 07:55:23 AM by Momin K
Exactly same issue is here with me that my first step is completed but I want to initiate a video call but couldn't find any link or button. So kindly tell me how I can proceed further to complete second verificaiton step. Thanks.
May 17, 2020 08:13:50 AM by Aleksandar D
Hi Momin,
Thanks for reaching out to us. You can start the video call by going to Settings > Identity Verification and click on the green button 'Start Chat' as shown in this screenshot. Let us know if you need further assistance.
Thank you.
May 27, 2020 09:54:04 AM by NELIPA H
Hello, I have a same issue when I click "Start Chat" button, I can see you verified my ID today.
How can I start the video chat with your team?
Thank you.
May 27, 2020 11:22:14 AM Edited May 27, 2020 11:22:48 AM by Bojan S
Hi NELIPA;
Could you please clear your cache and cookies or log in with another browser to check if you`re still experiencing the same issue? Let us know if the issue persists. Thank you.
May 27, 2020 12:09:20 PM by NELIPA H
Hello, thank you for your quick reply. I followed your quotes to clear and change the browser, but I can't meet your members on a video chat.
When I click the start chat button, it's redirecting to https://support.upwork.com/hc/en-us?action=verify-profile&flash_digest=534c88597ee1ca188b6522c65e658...
Is there another way to call your members?
Thank you
May 27, 2020 02:17:09 PM by Bojan S
Hi NELIPA,
We'll have one of our agents reach out to you via a support ticket to assist you with your verification process.
Thank you for your patience.
Jul 1, 2020 08:55:08 PM by Sofia M
Hi Aleksandar! I´m having the exact same problem...Tryed all the solutions you suggested but none of them work for me 😕 Could you please help me? Thanks!
Jul 1, 2020 11:36:06 PM by Joanne P
Hi Sofia,
One of our team members will reach out and assist you directly via a support ticket. Thank you!
Aug 18, 2020 03:09:00 AM by Ahmad A
Hi there,
I have some question from u tward upwork!
plz can I as u
Aug 18, 2020 03:11:30 AM by Goran V
Hi Ahmad,
Feel free to post your questions here and I will assist you further. Please keep in mind that sharing private details publicly in the Community is not allowed. Thank you.
Jul 1, 2020 05:50:26 AM by Kristel T
Hi! I'm currently having this issue and wondering what can I do to get verified before the deadline. I'm hoping for your response.
Jul 1, 2020 06:01:57 AM by Goran V
Hi Kristel,
I would recommend clearing your cache and cookies or logging in via Firefox to connect with one of our agents. Thank you.
Jul 1, 2020 06:09:00 AM by Kristel T
Jul 1, 2020 06:19:31 AM by Goran V
Hi Kristel,
Our team will update your ticket as soon as possible and will assist you further with your verification. Thank you.
Jul 1, 2020 06:21:30 AM by Kristel T
Hi Goran,
Thank you for the quick response.
I already cleared my cache and tried using another browser, however, it still redirects me to the support page. Is there any other way to get a link for the video call? Thank you.
Jul 15, 2020 12:42:00 PM by Monika V
Hi, Sorry for writing here, but I have simillar problem. I followed your guidance, but when I click on start chat, this appears and when I click on something it always brings me back to thislike in the screenshot.
Jul 15, 2020 01:38:52 PM by Bojan S
Hi Monika,
Could you please clear your cache and cookies or log in with another browser to check if you`re still experiencing the same issue?
Let us know if the issue persists.
Thank you.
Jul 15, 2020 02:00:38 PM by Monika V
Jul 15, 2020 02:15:10 PM by Preston H
Monika:
This isn't your fault.
You a discussing a tool which has improved significantly in its reliability over the past year.
But it is still hit-or-miss.
The tool works only intermittently for some people. And it doesn't work at all for some people.
Jul 15, 2020 03:54:43 PM by Bojan S
Hi Monika,
One of our team members will reach out to you directly via a support ticket to assist you with your verification process.
Thank you for your patience.
May 17, 2020 09:09:13 AM by Usanga J
I can't find the link to complete my verification through the video call process, each time I click on the start chat button it takes me to the help dashboard, please I need ur assistance, I have attached a screenshot. thanks
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hello i have face some problem with my account. i can not give a video verification. please help me how can i do for that? i do not have much time to give it. i have a time for only 2 days left. so i need to solve my problem as soon as possible.