Jul 4, 2019 04:21:13 AM by Maira S
Hello,
When I log in my account, the following message is displayed:
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.
The problem is, when I click on the link, it takes to the Help center and then, before I can click on anything else, takes me back to Upwork's homepage. I have tried accessing that link through my account, and still doesn't work. I've tried using another browser, same thing happens. Even when I try logging in the Help Center, it redirects me to the homepage. Is there any way to make the link work, and finally have the video verification call?
Thank you for yout help,
Maira
Solved! Go to Solution.
Jul 4, 2019 04:41:49 AM by Goran V
Hi Maria,
Could you please try now to complete the verification process and let me know if you`re still experiencing the same problem. Thank you.
Apr 24, 2020 01:30:38 AM by Aman M
Apr 24, 2020 01:38:28 AM by Goran V
Hi Aman,
Could you please try clearing your cache and cooked or login in with another browser to complete the process? If you`re still experiencing the same problem after this, let me know. Thank you.
Apr 24, 2020 01:59:38 AM by Rene K
Aman M wrote:
The same for me. When I click "start chat" for identification, it takes me to help topics. It's the same cycle every time I do that. Please help.
I had the same thing happening with Brave browser. Worked on Chrome.
Apr 26, 2020 02:55:34 PM by Virgile S
Hey community! I recently have been required to complete the verification process. the ID step is already completed but I am having troubles with the video one. Can anyone help me out? I actually can see many members with the same issue! please help
Apr 26, 2020 05:11:52 PM by Joanne P
Hi Virgile,
I'm sorry to hear that. Are you getting an error when trying to click on the start chat button? You may want to try using a different browser or clear your cache and cookies also. If that doesn't help, please let us know. Thank you.
Apr 27, 2020 12:55:47 PM by Virgile S
Apr 27, 2020 03:31:30 PM by Bojan S
Hi Virgile,
We'll have one of our agents reach out to you via a support ticket to further assist you with your verification process.
Thank you for your patience.
Apr 28, 2020 02:17:48 PM by Alexander M
Hey community! I recently have been required to complete the verification process. the ID step is already completed but I am having troubles with the video one. After pressing 'start chat' I get forwarded to the Support page and nothing alse is happening. I cleared coockies and cache, checked browser and site settings (allowed pop-ups, access to camera and mic), tried several browsers like Chrome, Edge and tried my smartphone. Everywhere the same result - support page.
Please help!
Apr 28, 2020 02:41:45 PM by Shane B
I think there is something wrong with the system. My account was restricted and I needed to do a video verify. For the 2nd time this month!
Apr 28, 2020 03:24:41 PM by Bojan S
Hi Shane,
While we do try and limit the number of times we ask freelancers to verify, we sometimes require verification more than once. This is part of our ongoing work to keep the Upwork marketplace a secure place for freelancers and clients.
Apologies for the inconvenience it may cause.
Apr 28, 2020 03:37:16 PM by Bojan S
Hi Aleksandr,
I apologize for the inconvenience this caused. I'll go ahead and follow up with the team handling your case and you can expect to receive an update on your ticket directly.
Thank you for your patience.
Apr 28, 2020 09:31:55 PM by P S
Hi Upwork Team,
Am facing a similar issue.. The following banner keeps showing up :
"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."
But clicking on here just reloads the page.
Request your assistance with helping unblock me.
Apr 29, 2020 12:02:32 AM by Avery O
Hi there,
Could you please try clearing your browser's cookies or using a different browser to see if the issue persists?
Apr 29, 2020 12:10:40 AM by P S
Hi Avery,
I have tried all the recommended browsers and have tried disabling all plugins as well. None of this seemed to help unfortunately.
Apr 29, 2020 12:27:48 AM by Goran V
Thank you for the confirmation, P S,
One of our team members will reach out to you via ticket as soon as possible and assist you further with your verification. Thank you.
Apr 29, 2020 10:21:20 AM by Shane B
That is exactly what happened to me. My account was restricted while I was busy working, despite doing video verification less than a month ago.
Having being here since this place was still called odesk, I didn't find it amusing to receive no prior warning to re-identify myself so quickly after the previous video call and have my account restricted in the hour break I was on. It's not something that changes on a regular basis you know.
May 12, 2020 08:03:34 AM by Joepet V
Hi,
I'm currently experiencing the same issue. I already uploaded my ID, and when I got to the next step, for video verification, Timed Out Waiting was shown. So what I did was I reload the page, and when I clicked on "Start Chat", the "waiting bar" was not there anymore and it took me to another page, which is the support site of upwork. I tried it another web browser but unfortunately still not working. I'll state this question again with Maira, "Is there any way to make the link work, and finally have the video verification call?"
May 12, 2020 09:03:12 AM by Bojan S
Hi Joepet,
Could you please clear your cache and cookies of the browsers you're experiencing this issue with?
Let us know if the issue persists.
Thank you.
May 12, 2020 11:19:24 AM by Joepet V
Hi Bojan,
It still doesn't want me to initiate a quick video call. I already cleared the cache and cookies in my browser, I'm using Chrome, and its on the latest update. Please help.
Thank you,
Joepet
May 12, 2020 01:59:49 PM by Bojan S
Hi Joepet,
It looks like you were able to complete your verification process and you already received the badge. Feel free to reach back to us if you need any assistance going forward, we're here to help.
Jun 1, 2020 11:50:03 PM by Shraddha A
Hello,
I am facing the same issue. I have successfully completed verification for a govt-issued ID.
But I'm not able to go through with the video verification call, as I'm constantly being redirected to the Upwork Support page.
Please let me know how to solve this and complete the call.
Thank you
Jun 2, 2020 12:11:11 AM by Goran V
Hi Shraddha,
Please try clearing your cache and cookies or logging in with another browser to complete the process. If you`re still experiencing the same problem after this, let me know. Thank you.
Jun 2, 2020 08:27:27 AM by Shraddha A
Hi Goran,
Thank you for your quick response. I was able to have the call on Firefox browser.
Have a good day!
Shraddha
Jun 11, 2020 04:34:19 AM by Hoa L
Hello Upwork team,
I have the same problem. After trying many times with both Firefox and Chrome with ad-blockers turned off, I have not been connected for a video chat yet.
Please help to resolve this issue.
Thank you.
Jul 1, 2020 11:22:55 AM by Terri B
I am having the same problem. I click on start chat and the webpage redirects to the Help screen. I have a job in the works. Help please!
Jul 1, 2020 11:44:29 AM by Bojan S
Hi Terri,
Could you please clear your cache and cookies or log in with another browser to check if you`re still experiencing the same issue?
Let us know if the issue persists.
Thank you.
Jul 1, 2020 12:18:00 PM by Terri B
Jul 1, 2020 12:22:36 PM by Terri B
Hi Bojan,
I tried to clear my cache and use another browser, but it still didn't work.
Terri
Jul 1, 2020 12:52:51 PM by Bojan S
Hi Terri,
We'll have one of our agents reach out to you via a support ticket to assist you with your verification process.
Thank you for your patience.
Jul 8, 2020 02:46:49 PM by Taras K
Hello,
I have the same problem with video verification. I tried on Chrome and Firefox and both did not work.
Please help me with this issue.
Thank you,
Taras
Jul 8, 2020 04:01:24 PM by Valeria K
Hi Taras,
An agents just updated your support ticket seconds ago. You can access it here or via a notification that was sent to your email. Could you please follow their instructions and communicate with them via that support ticket to complete the process? Thanks!
Aug 20, 2020 12:58:49 AM by Abdel Rahim L
Hi. I am also experiencing the same issue.. I've already processed the Id verification but the video verification link always redirects me to your supprot page.. I just want to finish my video verification. Thank you
Sep 7, 2020 09:26:57 AM by Alec W
I am having the same issue here. Every time I try to support I get redirected back to upwork.com. I am trying to do my video verification.
Sep 7, 2020 10:24:28 AM by Bojan S
Hi Alec,
I'm sorry to hear you haven't been able to start the verification process. Could you please clear your cache and cookies or try using Firefox as a browser when you initiate it?
If the issue persists let us know.
Oct 2, 2020 08:17:29 AM by Diego E
Hi, I'm experiencing the same issue with video verification. I tried on Chrome and Firefox and both did not work. After clicking "Chat now" I get redirected to the support page. Please help?
Thanks
Oct 2, 2020 09:11:58 AM by Bojan S
Hi Diego,
We'll have one of our agents reach out to you via a support ticket to assist you with your verification process.
Thank you for reaching out to us.
Nov 30, 2020 12:54:48 AM by Chris M
I'm having the same issue, can't connect to video call. Support site routes back to homepage when any link is clicked.
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