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ravi_csm
Member

Not able to log into Upwork Support for Identity Verification

Hello, 

 

I am getting following message on my Upwork profile's home page:

 

"Action required: To avoid additional account restrictions, you must complete your identity verification video call with Upwork. You can initiate this call by chatting with an agent here."

 

When I click on link attached to "here", I am getting redirected back to same page with same message. Instead of redirecting back to same page, I should be able to contact to Upwork Support but that's not the case.

 

I am getting other messages as well on other pages like on my profile view page:

 

"Financial transactions for Ravi Singh (XXXXXX) have been limited. Please check your email for additional information or contact customer support."
 

When I try to click "contact customer support" link, it behaves same and redirect back to home page with first message. I have no idea how could I contact to customer support in such situation. I feels like there is something wrong with Upwork, may be technical issue. Because in any case one should be able to contact support to have help or resolution.

 

Any help on this would be highly appreciated.

 

Thanks,

Ravi 

ACCEPTED SOLUTION
kochubei_valeria
Community Manager
Community Manager

Ravi,

 

Could you please try accessing the verification button on this page again? 

~ Valeria
Upwork

View solution in original post

53 REPLIES 53
aocumen
Community Manager
Community Manager

Hi Ravi, 


We apologise for the inconvenience this has caused. We'll have someone from the team to reach out to you to help resolve your issue.


~ Avery
Upwork

Thank you Avery for the response.

 

My client got the email from Upwork regarding same issue with subject "Upwork Help Center: Reaching out about your freelancer, Ravi Singh"

 

And some part of that email's message was:

 

**edited for Community Guidelines**

 

But the problem is I am not able to contact Support, then how could I get my identity verified?

 

This is all detail I can provide right now.

 

Thanks,

Ravi

aocumen
Community Manager
Community Manager

Hi Ravi, 

As I have mentioned earlier, we'll have someone from the Support and/or the Marketplace Quality Team reach out to you so that this issue can be resolved. 


~ Avery
Upwork

Hi,

 

I am not able to have indentity video verification call.I have just joined...

 

When i click here, the page is redirected to its home page again.

 

Please help. I am attaching snapshot to make my question more clear.

 

Thanks

Hi Mana,

 

Kindly please clear your cache and cookies and/or try to use an alternate browser to see if the issue continues to persist. If so, please let us know. Thank you.

~ Bojan
Upwork
ravi_csm
Member

Hello Avery,

 

I am still waiting for Upwork Support to contact me to help with the issue explained. Can you please let me know the estimated time for the resolution or at least any satisfactory response from Support? This would be helpful.

 

It would be great to get it resolved soon because I have stopped working on client's projects due to this issue. I mentioned this point to one of client and he further contacted Support. He got the following response from Uwork Support:

 

 

**Edited for Community Guidelines**

 

Now, again it is mentioned in the message that freelancer have to reach out to Support, I tried couple of more times to contact support but not able to make any contact yet.

 

Looking forward to positive response. 

 

Thanks,

Ravi

kochubei_valeria
Community Manager
Community Manager

Ravi,

 

Could you please try accessing the verification button on this page again? 

~ Valeria
Upwork

Hi my account is doing the redirect to Job feed after clicking on the video varification link and i don't know what to do.

 

Theodore,

 

I see you have an open ticket about video verification and the team is assisting you. You can update them directly via that ticket. I'll also follow up with them and share the concern you shared here.

~ Valeria
Upwork

Hi Valeria

 

I'm having the same issue and I tried the link you provided but it I'm still experiencing the same thing.

Hi Paola,

I've sent you a PM with another link to use, please check. Thanks!

~Nina

i have the same problem i cant access to help and support

Hi Ahmed, 

You should be able to access your support ticket here, or through your email inbox, or under My Requests on this page.


~ Avery
Upwork

hello,

all of these links will never help. all links from support and help redirect me to my job feed i cant access to any of these links

Ahmed, 


Have you also tried going to your email inbox to check on the email sent by the team? All communication are sent to your email address. 


~ Avery
Upwork

yes, i have checked them all still can't get access to support page ,  its annoying me
i hope you can help me with it

 

thanks

Are you able to access this verification link after clearing your cache, and cookies, or using a different browser? 


~ Avery
Upwork

No, Any link to support page redirect me to My job feed even after clearing cashe and cookies, using another browser and I even tried on another PC

Sorry for the back and forth on this, Ahmed. But I wanted to double-check that, other than the support pages link that I sent earlier, the verification link also doesn't lead you to the actual verification page? 

UPDATE: Hi Ahmed, the Customer Support Team will reach out to you directly to assist you further.


~ Avery
Upwork

I'm experiencing the very same issues as Ahmed. The verification link does not lead to the actual verification page. I even tried clearing cookies and cache, different browser, I double-checked my e-mail for a verification request, and my profile settings no longer display a link to Verify Identity because I completed that step with my ID.

 

I'm willing to complete a video call but the links lead to nowhere. Smiley Frustrated

Hi Darrol,

 

Thank you for reaching out and I appreciate you trying to troubleshoot it yourself. One of our team members will contact you directly via email to help you with the verification. Let me know if you need anything else. 

~ Riri

Hi!
I have the same problem. When i try to click on video verification link, i'm redirected to my job feed. Can someone help me with it?

Hi Alexey,

 

Did you try clearing your cache and cookies or logging in with another browser? Thank you.

~ Goran
Upwork

Hey, yes, i'm tried to clean cookies, cache and tried to use another browser and my another PC, problem is still reproduced at this moment.

Hi Alexey,

 

One of our team members will reach out to you via ticket as soon as possible and assist you further, thank you.

~ Goran
Upwork
agolovanov
Member

Hello

 

Am trying to log into Upwork support for identity verification and always redirected me to upwork home page like this.  

Many time tryed clear cache/cookie also visit upwork link clear-cookie. Tryed for different browsers (version supported by upwork) in Incognito Mode and Default Mode ... and still have same issue.

Also messaging with Upwork Support Team member and have open ticket with "hold-on" status. 

 

Please help me. I just want to work. Can I verify my identity by other way?

Hi Alexander,

 

Thanks for reaching out to us. Please allow time for our team to carefully review all the information provided in order to assist you further with your issue.

 

Thank you for your patience.

~ Aleksandar
Upwork

Hi, I am having the same issue as everyone here. I need to verify my ID (via video) to get paid for a job I did, but keep getting redirected to job page. I am in Google Chrome on desktop (though also tried in safari from my iphone) and have also already tried clearing my cache (the default 4 week worth anyways). Any help would be much appreciated. Thanks! Katie

aocumen
Community Manager
Community Manager

Hi Katie, 


I apologise for the delay as I had to check this with the team. The Customer Support Team will reach out to you directly to assist you with your verification. 


~ Avery
Upwork

Hi Avery, 

I have the same problem. When I try to click on video verification link, I'm redirected to my job feed. Can someone help me? I also tried clearing my cache, using another browser and another PC, but the problem still happening. 

Hi Laisa,

 

We'll have one of our agents reach out to you via support ticket to assist you with your verification process.

 

Thank you for reaching out to us. 

~ Bojan
Upwork

Well, but there is the problem, when I try to enter the link that you sent "support ticket", it opens but it automatically returns me to my homepage, I can not stay on the page.

 

I already sent my valid government-issued photo ID, just need to make the video call and I'm afraid I can not get it in time, because of this error in the site.

 

 

Hi Laisa, 

 

I apologise for the inconvenience. The Customer Support Team has reached out to you through an email support ticket to assist you further.


~ Avery
Upwork

Hi Avery,

 

I was able to complete the video call and I already have my profile verification. Thanks for the attention of the whole team!

 

- Laisa S.

hamidzeb
Member

I'm facing the same issue. I can't verify my Upwork account and neither i can support page. Everytime i login to support page it redirects me to home page. I tried clearing cookies even install mozilla but still facing the same issue. Please help me to resolve this issue i've three(03) days to confirm my identity with video call verification.

Thank you for reaching out to us, Hamid. One of our team members will reach out to you directly via support ticket to assist you with your verification process. 

~ Bojan
Upwork

Hi Bojan

I'm still unable to complete the video verification because when I've to login to support page it redirects me to home page. So please contact me as soon as possible because I have only 2 days then i think my account will put on hold as i have received email by upwork.
Hamid

Hi Hamid, 

 

I'm sorry to hear that your issue persists. Could you please go to your Account settings - Identity verification tab and click on the ''Start Chat'' button in order to initiate the verification process.

 

Once you do our agent will guide you further through this process.


Thank you.

~ Bojan
Upwork

Hi Bojan,

Yes i already did this process for ID verification and ID verified "ID added Successfully verified on 2019-06-21"
So when I click the "start chat" then the support page automatically redirected to my home page or "My Job Feed" page means Support page not opening for me. Kindly resolved my this issue as soon as possible.