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natalya-sim
Member

Troubles with the video verification

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?

20 REPLIES 20
bstojadinovic
Community Manager
Community Manager

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

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**

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

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

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

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. 

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

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**

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
Upwork

Hello, me too! I also have this problem and not only me.
Please fix it or tell me how can I get to the video call?

 

Thanks!

g_vasilevski
Retired Team Member
Retired Team Member

Hi Dmitrii,

 

Feel free to update your ticket directly with more details and our team will assist you further. If you`re receiving any errors on your end please attach a screenshot from your end. Thank you.

~ Goran
Upwork

Hi Bojan.

Thanks for your help.

My Upwork profile has been successfully verified.
I talked to Customer Identity Specialist via Google Meet.
The connection was constantly interrupted. We couldn't hear each other well. I have the slow Internet connection, despite the fact that I tried 3 different providers. I live in a very small town, progress comes to us late. Maybe it's the matter of my problem.

 

Best Regards,
Natalya

I have been trying to find where I can open a ticket to help me with my video calls. I can start the video but the systems keep saying it cannot access my video or microphone. I keep clicking on the voice and video button and nothing changes. I have two hirings right now and I have to make all my video calls outside UPWork system, which is not how I wanted to work Anyone can help? 

Hi Bianca,

I`m sorry about the inconvenience this had caused you. Could you please try clearing your cache and cookies or logging in with another browser to check if the video messages are working? Thank you.

~ Goran
Upwork
drahmed123
Member

I am facing a similar issue. Now my ID is verified. but I am unable to Start Chat for Video verification. Whenever I click the start chat button, I always redirected to the Upwork help homepage. I have tried different browsers but the result is the same. Please help me in this regard.
Best Regards
Dr. Ahmad Waqas

Hi Dr. Ahmad,

 

Could you please clear your cache and cookies or log in with the Firefox browser to complete your verification?

 

Let us know if the issue persists.

 

Thank you.

~ Bojan
Upwork

Update on my video verification. 

 My account is now verified by video also.  I have tried all the methods on my laptop but nothing worked. So I go into 

my mobile chrome browser and click desktop site on verification page and then click on start chat and the chat started. I hope it helps others having similar problem.

Best Regards 

Dr. Ahmad Waqas 

.

 

596fa07b
Member

I am facing the same kind of issue. The following page tells you to check your identity verification page and click on video verification link the problem is there is no such link on my identity verification page. 

https://support.upwork.com/hc/en-us/articles/360001041367-Video-Verification?fbclid=IwAR1rxeGO8IAPzh...

Hi Saira,

 

The reason why you`re not able to view anything is because you don't have any pending verifications at the moment. Once you`re required to verify your profile our team will reach out to you directly and will assist you further. Thank you.

~ Goran
Upwork

Thanks a lot Goran. 

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