Unable to submit verification documents due to error on the site

[ljlopez2]

On May 11, 2023, I requested a withdrawal via direct transfer to my local bank. After 5 business days, I didn't receive the money, but funds were subtracted. I also realized that I only received an email saying that I requested the withdrawal but never received an email saying that the funds were being transferred. I decided then to open a ticket, and I was told the bank needed to check my ID before they could process my payment. I was sent a secure link to upload my documents.

I filled out all the fields and uploaded my documents, but once I clicked on the submit button, an error appeared. The message says, "We are sorry! We are experiencing a technical problem and cannot process your request right now." I told the agent about the issue but also opened another ticket explaining the situation.

Then I was requested to send the URL link of the safe link provided and also to take screenshots of the error, the console, and the network and upload an HAR file. After sending those with the hope that the issue could be addressed, I was told the related team would look into the issue.

One day after that, I received a message saying that the related team had reviewed the secured link and that it was working as designed, and I was asked to go through the verification process. I was surprised but decided to give it another try. After many attempts, I'm still not able to complete the process, and I'm getting the same error every time (see attached). I have tried 3 different browsers on 3 different devices with no success. I tried clearing cache and  cookies and even trying incognito tabs, but nothing worked. After reviewing the errors I'm getting on the console, I realized there are 18 identified issues, most of them marked in red with the issue saying "Failed to load resource".

Please, guys, if any of you have faced this issue before and were able to fix it or know a workaround, please let me know. This looks like a Cloudflare error on Upwork's end, but I have to admit that when I was told the secured link was working as designed, I was terrified.

Thanks so much!

[ljlopez2 · Accepted solution]

I found a solution to the issue, I decided to give it a shot again today, this time I uploaded a smaller size version of my documents and also renamed the files, my ID originally was a picture from my phone and had those odd characters like "_" in the name. After doing, this I was able to submit my documents correctly. I hope this helps anyone that face the issue in the future. Cheers!