The freelancer of our agency has been suspended

[kryvol]

Hi,

My name is Volodymyr 

I'm the owner on **Edited for Community Guidelines**agency.

We have a problem with our freelancer profile and his contract. His account has been suspended without any reason as he provided all of his documents verifying his identity. He can't as the support itself because every time he tries to access the support portal he gets redirected to upwork.com

His original request ticket is **Edited for community guidelines**

He keeps writing emails to Upwork Risk Management Team but no luck.

Could you please help with this? Or could you please escalate to proper department so we can unblock the profile?

Thanks

[financemark]

Has he been part of violating TOS - this seems to be the most common reason - from what I read on the board.

Where does he reside?

[alisbo_geraldine]

Hi Mark, 

        We have same concern here.  We received an email it was suspended due to irregular activity when they are just new freelancers and just submitted their profiles for approval. 

**Edited for community guidelines** 22921661

[financemark]

Really...there isnt anything else you arent divulging ???

[bstojadinovic]

Hi Geraldine and Volodymyr,

Unfortunately, we won't be able to discuss another user's account status here in the public Community or with other users. We hope you understand. Please, refer the freelancer to the notification they received from Upwork team about their account suspension for more information.

[alisbo_geraldine]

Hi, 

      We have three freelancers who are new on Upwork and work exclusively under an agency. Profiles submitted but were suspended due to irregular activity. They were hired through Upwork and is ready to start the project but client couldn't file their profiles. We submitted a ticket but no luck : 

https://support.upwork.com/hc/en-us/requests/22921661. They keep tagging the ticket as solved without any resolution provided. If we get response to our email , these are generic response or llink to Community Discussion page. Today we called the Upwork Support Team and was told that their profiles will no longer be resumed. We asked why  but he couldn't give us a clear explanation. They have clients and offers sent for them to start a project. We are hoping someone can help us from here. Thank you!

[a_kuntsi]

If "irregular activity" means violating Upworks Terms of Service in this case and they are suspended because of that, it is kind of a game over.

The link you provided is not going anywhere for the rest of us. 

Violating terms of service is not a small thing so if that is a reason (?) it doesn't matter if they have clients or work or whatever. Violation is a violation.

[petra_r]

Tell the clients to hire 3 of the many million (!!) of freelancers already on the platform.

The "permanent" part of "permanently suspended" means they are not coming back.

[alisbo_geraldine]

It was not indicated on the email that it was permanently suspended, it was the Upwork Support rep who informed us when we called today. The email says to contact Upwork Trust and Safety but we are not getting a response and they tagged the ticket as solved. Do we still have to wait for them to respond? What are our hopes on this? Will they give us a clear explanation as to what irregular activity it is?

**Edited for community guidelines**

[financemark]

Geraldine,

Your "Im a victim" postings are not really doing much for the plight of your agency.  You know this, right?

Since you won't (and likely arent allowed to) provide details of these supposedly suspicious characters (such as:

1. have they violated UW TOS

2. have they failed to properly ID themselves

3. are they residents of countries on a terrorist watch list (IRAN)

4. has your agency recently engaged in nefarious activities on UW

5. your account really DOES have some irregular activity)

....then I think your support ticket will remain closed, the questionable new additions to your team wont get into the network, and your continued complaints here will soon elicit much more sarcastic responses than mine.

[alisbo_geraldine]

Hi Mark,

1. have they violated UW TOS - this what we are trying to figure out.. They're new to Upwork and they just submitted their profile for approval. 

2. have they failed to properly ID themselves - They are very much willing to do so but it didn't even reach that point. They have not received any link to identify themselves thru video call or submit their ids. They were getting a link to contact support or to go to this community discussion page but does not give them permission to ask a question and redirects them to upwork homepage. And as an agency owner I submitted another ticket on their behalf. I understand that you cannot disclose info  in here for the freelancer involve. Their ticket says to contact support but when they do, they are not getting response and the ticket is tagged as solved

3. are they residents of countries on a terrorist watch list (IRAN) - No 

4. has your agency recently engaged in nefarious activities on UW- We recently submitted a ticket for a client who had several reversed payments. As advised by Upwork, we did a manual refund and Upwork automatically reversed all payments and advised not to work with the same client. 

5. your account really DOES have some irregular activity) - Because of that incident mentioned, all freelancers hired by that client was tagged for irregular activity but we got it all cleared. You might want to review the history of the ticket. Thank you! 

By the way, we reach this community discussion page as advised by Upwork support. We were hoping this will lead us to a resolution and didn't expect the way you respond to questions being raised in here. I also hope Upwork stops sending a link to Contact Support when Support is not even responding and just simply close the ticket  as solved without any note from them. This could have save us time. Thank you so much again for being so helpful and professional in answering my questions but we got this all figured out with the client.  

[petra_r]

---

@Geraldine A wrote:

It was not indicated on the email that it was permanently suspended, it was the Upwork Support rep who informed us when we called today.

---

 Which part of "This will not be discussed with you, by anyone, and needs to be addressed between the freelancers in question and Upwork" are you having trouble understanding?

How come you even have access to those emails? Are you trying to get suspended yourself?

[alisbo_geraldine]

That's what we were trying to avoid. Thanks for your help Petra! 

[alisbo_geraldine]

Hi Petra, 

"

Which part of "This will not be discussed with you, by anyone, and needs to be addressed between the freelancers in question and Upwork" are you having trouble understanding?

How come you even have access to those emails? Are you trying to get suspended yourself?  " 

             Thank you for the response. Our freelancers are not receiving any response to the ticket they submitted and as an agency owner I submitted another ticket on their behalf. They keep getting an email to contact support which redirect them to the homepage and another link which redirects them to community discussion page but does not give them permission to reply or ask a question and that's exactly same reason why I am here in this page hoping someone can help us out. Thanks again for your help but we already figured this out with the client. 

[alisbo_geraldine]

Thanks Anneli!  They are new on Upwork. As soon as they submitted their profile, they got an email for suspension. Will the Upwork Trust and Safety update us or respond to the ticket? At least inform us what violation it was? Thanks! 

[petra_r]

---

@Geraldine A wrote:

Thanks Anneli!  They are new on Upwork. As soon as they submitted their profile, they got an email for suspension. Will the Upwork Trust and Safety update us or respond to the ticket? At least inform us what violation it was? Thanks! 

---

 No, they won't.

Every day 10.000 freelancers try to join Upwork. 98% are rejected. I would rather the many thousands of Dollars I pay in fees every year are not spent on support staff wasting their time with people who are, by definition, not part of Upwork.

Support will also never tell anything to anyone someone other than the account holder in question.

[alisbo_geraldine]

Thank you. 

[a_kuntsi]

Geraldine, where they approved first and then suspended or not approved in the first place?

I know I repeat my self but if they violated terms of service I guess the suspension is permanent.

[alisbo_geraldine]

Hi Bojan, 

             The email just simply says to keep resubmitting the profile or contact upwork support but they keep tagging the ticket as solved. 

[kryvol]

Hi Bojan,

For few days our freelancer saw the message on "Account suspended please contact customer support" with customer support link. Today he gets the message "Financial transactions are limited please contact customer support". But he never was able to get in touch with the support. The link redirects him back to Upwork.com. 

At first, he was able to verify himself via call and has uploaded his id. That time, he was able to reach the support while doing this procedure. But now he can't.

Also, he was working on a new contract and according to the client, the funds on this contract are frozen and he can't at least take the money back.

Here is the video how that redirect works **Edited for Community Guidelines**. In my opinion, Upwork should allow the access to support portal if the message on top of the page indicates that. 

Hope on your cooperation in this case.

Thanks,

Volodymyr

[tinker_bell3 · Accepted solution]

Hi Volodymyr,

Our team will reach out to your freelancer directly via email to assist further regarding this concern. Thank you!

[alisbo_geraldine]

Thank you Bojan! 

[kryvol]

He is from Germany