Issue with Identity verification process. Error: "We didn't receive your information yet"

[NikolaS]

Some users may experience issues with completing the Identity verification process. Screenshot of the error message below. 

We would like to let you know that our engineers are aware of this issue and they are working as fast as possible to resolve it. We will update this thread once we have more information. 

Edited to update information. 5/7/2024

We would like to let you know that the issue with Identity verification is now resolved. Please try again and let us know if the issue persists on your end. 

[780d5579]

same is the case going on with me right now like I am verifying again and again and it is saying we are not getting the information check your connection or our website is down

[NikolaS]

Hi Muhammad, 

Thank you for reaching out to us. Could you please share a screenshot of the error message from your end so that we can look into this further and assist you accordingly? 

[JoanneP]

Hi Princess,

We checked with our verification team and they have confirmed that you will need to check the following:

• The mobile browser is set to Desktop view. To fix this you need to go to settings and switch to Mobile view.
• Also, you can complete the IDV directly from a mobile device.
• It may also be possible that you are using a tablet such as an iPad, Ideatab, Galaxy Tab, etc., which is not supported by the IDV.

After checking, and you still experience the same issue, please let us know. 

[JoanneP]

Hi Angelo and Farelia,

We checked with our verification team and they have confirmed that you will need to check the following:

• The mobile browser is set to Desktop view. To fix this you need to go to settings and switch to Mobile view.
• Also, you can complete the IDV directly from a mobile device.
• It may also be possible that you are using a tablet such as an iPad, Ideatab, Galaxy Tab, etc., which is not supported by the IDV.

After checking, and you still experience the same issue, please let us know. 

[1ee88edc]

Dear Upwork Support Team,

I am trying to upload my Driver's License for identity verification but it keeps getting the error of "We didn't receive your information yet. Did you lose your internet connection?" when my internet is clearly not the issue.

I have tried with multiple times but keep getting the same error please look into this issue.

Thank you

[d3b5f5b8]

No it's not helping. Everyone of us(newcomers) having the same exact issue. please fix it asap my client is waiting for me. Thank you

[06b5447c]

Hello , I have same problem

[e8092e86]

I'm having the same problem 

[06b5447c]

Hello I have same problem and I got this error multiple times

[e8092e86]

Same problem