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Verification ID: Did Upwork lose my private data?

anima9
Community Guru
Robert James R Member Since: Apr 17, 2015
1 of 34

I manually asked for the verification badge last March 10 with a video call and everything went well. I even got my badge. Now, I received an email asking me to verify my identity via video call and they put my profile on hold. No proposals, no profile editing.

In the verification process, we are asked to provide a government ID. This email tells us two things:

1. Upwork lost our data
2. Upwork isn't good at keeping sensitive information.

With all the fees and charges you'd think this wouldn't happen.

I also need to know if this is an official request, and not just some random employee trying to steal information by masquerading as an Upwork official.

Attached is the successful video verification email I did last month.

anima9
Community Guru
Robert James R Member Since: Apr 17, 2015
2 of 34

This is the recent video call request.

aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
3 of 34

Hi Robert, and Tiffany, 

We do try to limit the number of times we ask users to verify their identity. Sometimes, however, we need to ask again. I would like to clarify that the two processes are different. The first ID-verification request that Robert received was for the ID-Verification Badge. The second request is for the Video Verification.


This ID-verification Badge is just one part of our efforts to keep Upwork safe and fraud-free. In this case, the badge is completely optional, as is the verification process to earn it.


~ Avery
Upwork
anima9
Community Guru
Robert James R Member Since: Apr 17, 2015
4 of 34
I was already called via video as evidenced from the screenshots you removed.
aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
5 of 34

Hi Robert, 

I'm sorry if you feel offended that I had to remove your screen grabs. I know that you are an active member of the Upwork Community, and I assumed that you would have been aware that posting screen grabs of email or chat transcripts is a violation of the Upwork  Community Guidelines. I apologise if I didn't make it clear why I had to remove them. 

As I have noted on my reply, please know that the two verification processes are different, which is why you were requested to complete the video-chat verification. You may refer to the links I sent above for more information about the two verification processes. 


I have also requested the team to look into this, and they will reach out to you through your ticket with Ticket# 25242442 with more information. 

 

 


~ Avery
Upwork
petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
6 of 34

Avery O wrote:


As I have noted on my reply, please know that the two verification processes are different


Identity verification with video verification is different to Identity verification with video verification...

 

Sure...

anima9
Community Guru
Robert James R Member Since: Apr 17, 2015
7 of 34

I'm actually aware it's not allowed, but I did upload them to make sure mods actually know what I'm talking about. The fact that you removed them means you read the context and saved me time from having to explain properly to the "officials."

 

The chat support said:

 

1. I don't need to go through video call but they "are on the process of verifying the account"

2. They will email me within the next 24-48 hours about my account status. So, I'm now unable to apply to any jobs for two days.

 

Me, someone who has zero account holds (until today) and zero cases of Upwork suspensions, and client disputes now needs to wait for up to 48 hours to apply for new work. Fortunately, I haven't applied to any jobs the last six months and been living off invites and private clients.

 

3. They said my badge wasn't affected, yet I don't see it anymore.

vladag
Community Manager
Vladimir G Community Manager Member Since: Oct 31, 2014
8 of 34

Hi Robert,

 

I apologize for the confusion, let me summarize the events related to the issue you're having.

 

1. As Avery noted, we do have different verification processes and you were asked to complete them in line with our procedures. They are not the same in their goal and nature, even though they do share identical procedures in part.

 

2. Unfortunately the agent you communicated with shared incorrect information with you which added to the confusion. The agent is new to the team and we'll provide additional training to ensure we have consistent and accurate communication about the processes.

 

3. The ID badge is again displayed on your profile and due to incorrect communication on our end about the process you were asked to undergo, you don't need to complete the video call and we've marked the process as complete on our end.

 

The hold your account was subjected to is in line with our internal procedures but I do apologize for not being able to complete the call when you initiated it, which needlessly prolonged the hold. Our team will follow up with you directly with an update, apologies again for the frustration and inconvenience.

Untitled
petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
9 of 34

Avery O wrote:


We do try to limit the number of times we ask users to verify their identity. Sometimes, however, we need to ask again. 


Twice within a month? And limit the account of a top rated, very long term, freelancer?

 


Avery O wrote:

I would like to clarify that the two processes are different. The first ID-verification request that Robert received was for the ID-Verification Badge.


Which consisted of document verification and video call.

Come on, that is nonsense.

 

 

 

 

elastella
Community Guru
Ela K Member Since: Feb 9, 2015
10 of 34

Avery O wrote:

Hi Robert, and Tiffany, 

We do try to limit the number of times we ask users to verify their identity. Sometimes, however, we need to ask again. I would like to clarify that the two processes are different. The first ID-verification request that Robert received was for the ID-Verification Badge. The second request is for the Video Verification.


This ID-verification Badge is just one part of our efforts to keep Upwork safe and fraud-free. In this case, the badge is completely optional, as is the verification process to earn it.


 

How are these 2 different procedures when the ID-Verification Badge process explicitly requires a video call to verify a provider's identity???

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