Payment hasn't arrived yet

[#1]

Hello,
I am posting this on behalf of my sister as she is unable to post on  upwork community. She had a scheduled monthly payment (last Wednesday of each month). On 25th Dec 2019 Wednesday, all her upwork balance was transfered to her bank account by local bank method but her payment still hasn't arrived in the bank. Her account was on hold as her id verification is not done and it is going to take some time to get the passport ready as her nepali citizenship id couldn't be used. But suddenly her  account is suspended now but it wasn't when the payment was transferred from upwork. It's been 6 business days already but she still hasn't got her payment. The balance is neither available on upwork nor her bank account. When should she expect to get it? And why is her account suspended all of a sudden? 

[#2]

Hi Smriti,

Unfortunately I can't share details for another user with you. Your sister can refer to the details shared with her on her tickets. 

Regarding her withdrawal, if she hasn't received the funds after 8 business days she can reach out to our Customer Support directly. Our team will assist her further with tracing the transaction. Thank you.