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Troubles with the video verification

natalya-sim
Active Member
Natalya S Member Since: Aug 14, 2019
1 of 21

Hello!
Could you help me please?
I have troubles with the video verification my identity. I have no link to start the video chat. The «Start Chat» button just led to the general "help" page. A pop-up box does not appear so I cannot chat with an agent.
I’ve already tried different browsers and devices and even different providers.
I have given a request to the support team. And I have done all the steps they advised me to do. But all these steps didn’t help. I'm desperate! My account will be banned in a couple of days.
Could you, please, call me via WhatsApp for verifying my identity?

bstojadinovic
Moderator
Bojan S Moderator Member Since: Mar 9, 2018
2 of 21

Hi Natalya,

 

I'm sorry for the trouble this caused. I've shared this with our team and one of our agents will reach out to you via support ticket to assist you with your verification process.

 

Thank you for reaching out to us. 

~ Bojan
Upwork
natalya-sim
Active Member
Natalya S Member Since: Aug 14, 2019
3 of 21

Hi Bojan!

I can't get a solution to my problem. I have already done all steps, but they don't work. The pop-up window still not appear. All browsers are updated, I tried 6 computers, 3 ISP. I suggested to provide the remote control to my computer by Teamviewer, but I only receive messages with standart text. Can you connect me with somebody, who can solve this problem?

Thanks in advance.

 

In attachments you may see my correspondence with the Support Team.

**Edited for Community Guidelines**

g_vasilevski
Moderator
Goran V Moderator Member Since: Mar 24, 2017
4 of 21

Hi Natalya,

 

I can see that you have followed up on your ticket directly. One of our team members will assist you as soon as possible and update your ticket with more details. Thank you.

~ Goran
Upwork
tsenekov
Active Member
Alexey T Member Since: Aug 15, 2019
5 of 21

Hello to all. I have the same problem. Was there any solution?

g_vasilevski
Moderator
Goran V Moderator Member Since: Mar 24, 2017
6 of 21

Hi Alexey,

 

Please try clearing your cache and cookies or logging in with another browser to start the verification process. If you`re still having problems after this feel free to follow up directly on your ticket and our team will assist you further. Thank you.

~ Goran
Upwork
zarmeen4
Active Member
Zarmeen N Member Since: May 12, 2020
7 of 21

I don't have a video identification link. I have tried with different browers and also cread cachee but still got no link for video call. My ID card is verified but this video identification part is left. 

bstojadinovic
Moderator
Bojan S Moderator Member Since: Mar 9, 2018
8 of 21

Hi Zarmeen,

 

Please go to your Account - Settings - Identity verification. Click on the Start Chat button and initiate a short video call with our agent.

 

Thank you! 

~ Bojan
Upwork
saad_ansar
Active Member
Saad A Member Since: Nov 6, 2020
9 of 21

Hi
I face a problem, I can't do the visual verification. Every time I try to join the chat it stays for some time trying and in the end, shows me the messages
"Unable to connect"
"Conversation ended"
I have provided the CNIC ID Card Identity but the video verification is posing a major problem.

The same problem is occuring with my android phone even though I have the latest version of Google Chrome. Kindly solve this problem as quickly as possible as I have to coordinate future projects with my current client and it would be a real impediment to my progress.


Thanks
Saad Ansar

 

**Edited for Community Guidelines**

**Edited for Community Guidelines**

egaruth
Moderator
Nikola S Moderator Member Since: Jul 2, 2020
10 of 21

Hi Saad,

 

I checked and it looks like one of our team members already reached out to you directly via a support ticket to assist you further with the issue you are experiencing. You can access your tickets on this page. Please consider following up on the ticket so that our team can assist you further. Thank you. 

 

~ Nikola

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