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.
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.
Nov 7, 2019 12:58:18 PM by Krystyna B
I have the same problem, unable to video verify. I tried multiple times, complained on this forum, get some response from Upwork without a solution. Tried different browsers, cleared my cache, stopped ad blocker always the same result - it blinks a few times and takes me back to MY Jobs. Can Upwork staff login to my computer and check what is going on? My due date is tomorrow, I am working on new contract offer, please do not block me. Please help!
Nov 7, 2019 01:43:09 PM by Krystyna B
Bojan, when I clicked your "here" link it takes me to the Help page for a second then immediately it opens My jobs.
Nov 7, 2019 02:19:08 PM by Bojan S
I'm sorry to hear that, Krystyna.
I'll go ahead and follow up with the team handling your case and you can expect one of our agents to reach out to you directly via email as soon as possible.
Thank you for your patience.
Jul 15, 2020 02:02:20 PM by Muhammad Danial R
Hello Sir,
i'm facing the same issue of video verification just like others.
please help me
Jul 15, 2020 03:56:55 PM by Bojan S
Hi Mohammad Danial,
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 25, 2020 08:22:35 PM by Kristine Grace S
hi can someone please help me with my video verfication process?
Jul 25, 2020 10:04:14 PM by AleksandarD A
Hi Kristine,
To start the video chat, you need to go to Settings > Identity Verification and click on the green 'Start Chat' button. Could you please let us know if you are experiencing any issues by doing so?
Thank you.
Jul 26, 2020 12:45:50 AM by Kristine Grace S
Jul 26, 2020 02:35:12 AM by AleksandarD A
Hi Kristine,
One of our team members already followed up with you on this support ticket to assist you further with the issue you are experiencing.
Thank you.
Aug 10, 2020 11:16:44 PM by Usman A
Hi Bojan,
I am having the same issue for video verification. Whenever I click on start chat, support page is opened.
Aug 10, 2020 11:37:38 PM by Goran V
Hi Usman,
Please try to complete the process by logging in via Firefox. If you're still experiencing the same problem after this, let me know. Thank you.
Nov 19, 2020 12:08:37 AM by Luxman M
Hi Goran,
how are you doing?
I'm unable to complete video verification - the same issue as with the others in this thread - when I try to verify it returns back to the work page [firefox and chrome both do not work] - please assist.
Thanks!
Lakshman
Nov 19, 2020 12:13:07 AM by Goran V
Hi Luxman,
Our team will follow up on your ticket directly with additional instructions as soon as possible. Thank you.
Nov 19, 2020 12:42:23 AM by Luxman M
Thanks for the assistance Guran! Awaiting help from Upwork Team.
Jul 20, 2020 01:11:58 PM by Roshelle Anne D
Hello Bojan,
Hello Valerie,
I hope that you can help me too! My account is currently limited and is being asked to do an identity verification - video verification in particular. This is step is very simple and I don't have an issue with it. What makes it complicated is the fact that my account has completed both ID and Video verification processes way back Sept of 2019. This means that I do not have the link to proceed. And I am starting to get frustrated with the support that I receive.
I am more than willing to comply and complete this asap but am not getting anywhere with Support.
Please help.
Thank you.
Jul 20, 2020 01:57:50 PM by Bojan S
Hi Roshelle Anne,
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.
Jun 27, 2020 01:58:29 AM by Khunsha J
Hi, I am unable to verify, I have already uploaded my national id. But the video chat redirects me to the help center instead of any video meeting on Google meeting or something. I have no idea what's wrong, I have the latest Chrome and healthy Windows. Please help I have 6 days left and a contract in the works.
Jun 27, 2020 04:01:57 AM by AleksandarD A
Hi Khunsha,
I checked and it seems that you already finished the video verification. Let us know if you need further assistance.
Thank you.
Jul 10, 2019 07:41:33 PM by Joanne P
Hi Mariel,
I checked your account and see that you have already submitted a ticket for this issue. I can confirm that our team has replied to your ticket. Please follow the instruction they shared on the email so that you can complete the video verification process. Thank you!
Jul 11, 2019 03:43:04 AM Edited Jul 11, 2019 03:47:25 AM by Goran V
My friend is also having same issue. He's not able to do video verfication when he click's on verification button page goes to jobs feed and also he not able to contact upwork.
His name: **Edited for Community Guidelines**
His email: **Edited for Community Guidelines**
Jul 11, 2019 03:48:21 AM by Goran V
Hi Sheikh,
Unfortunately I can't share details for another user with you. Your friend can refer to the details our team has shared on his tickets. Thank you.
Jul 11, 2019 04:16:58 AM by Sheikh Zeshan A
Hi,
My freind is not able to do anything. He is not able to contact customer support and open tickets. His account power is completly useless. Please figue it out.
Thanks
Aug 2, 2019 08:12:07 AM by Andjela D
Hi!
I also have a problem with video verifying.
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.
But it just brings me back to Help centere page.
Thank you ,
Andjela
Aug 2, 2019 08:23:10 AM by Olga Q
Many, many people have reported that but Upwork doesn't care. They like have us wasting our time and contact CS or come here. How difficult is it to even get a link working?
Oct 14, 2019 02:32:44 AM by Steve R
I'm still having this issue. I can't even use UpWork.
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.
I click the link and get the support page, I ask the bot and it tells me to check email, no email (inbox or junk).
How do I verify?!!!
Oct 14, 2019 02:39:03 AM by Goran V
Hi Steve,
I can see that you have opened a ticket for this and I`ve escalated your concern to our team. One of our team members will update your ticket with detailed instructions on how to finish this short verification process. Thank you.
Oct 25, 2019 10:03:52 PM by Prasant S
Hello Goran,
I'm also facing the same issue. I'm unable to do Video Verification. Could you please me here?
Thanks.
Oct 25, 2019 11:10:02 PM by AleksandarD A
Hi Prasant,
Thanks for reaching out to us. To start a video call, please go on this page and click on the button 'Start Chat'. You will be redirected to a different page where the popup for video call should appear. Could you please try clearing your cache and cookies or using a different browser? Let us know if the issue persists so that we can assist you further.
Thank you.
Aug 2, 2019 08:49:03 AM by Bojan S
Thank you for reaching out to us, Andjela.
One of our team members will reach out to you directly via support ticket to assist you with your verification process.
Nov 5, 2019 02:50:12 PM by Krystyna B
Same thing happened to me , I am unable to get the video connection, it sends me to some general page.
Nov 5, 2019 05:36:42 PM by Avery O
Hi Krystyna,
You will need to login to this page to be able to initiate the chat with one of our agents. Kindly login to the page, and click on the verification link again This should initiate a pop-up chat window and you can proceed with the verification from their.
Mar 5, 2020 03:01:37 AM by Bence H
Hi Goran,
I have a similar issue. I started the video verification process. When I clicked on the "Start Chat" button, I redirected the support page and in the right bottom corner a chat started automatically. I got there a link to the Google Meet room, where I clicked on the "Ask to Join", and it timed out, nobody let me in.
Now, if I click on the "Start Chat", the chat not starts automatically. I tried the Google Meet link several times, but nobody responded so far.
Best Regards,
Bence Hári
Mar 5, 2020 03:28:19 AM by Goran V
Hi Bence,
Thank you for following up with the details. Our team will assist you further directly on your ticket with number 27970533.
One of our team members will reach out to you as soon as possible and assist you further with your verification.
Apr 26, 2020 08:33:32 AM by Fiza S
I have the exact same issue, unable to start chat. It redirects me to upwork help page
Apr 26, 2020 01:51:47 PM by Joanne P
Hi Fiza,
I checked, and I can see that you already have an open ticket regarding this issue. One of our agents will update you directly on your ticket to assist you further. Thank you.
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