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. 

[6aa9268e]

It doesn't work on a mobile app as well.

[NikolaS]

Hi All, 

Thank you for reaching out to us and bringing this to our attention. I would like to let you know that we shared your reports with our team and they are looking into this further. We will update this thread once we have more information. 

We appreciate your patience. 

[85f95e3e]

Hey Upwork Communitiy, 

I am currently trying to do the action of "Verify your identity" 

When I finish the task 
- Taking photo of ID or Passport 
- Taking the selfie 

What happens after it says "We didn't receive your information yet, and gives me the option of "Retry from settings" which I've done multiply times 

It says "Check your WIFI or cellular Signal" but everything is perfect with my connection

Thank you in advance 

[06b5447c]

Thank you, dear supporters of Upwork
So I should wait for the final news from you?

[6f701be4]

any solution for Identity Verification failed i have tried to verify the identity from multiple phone and pc but the same issue 

[8c8a5445]

I also encountered the same problem. Now the Apply Now button is disabled on my account. Im suspecting that it's because my ID is not yet verified. But when I tried to verify my account, it's always showing me an error about internet connection even if I have strong internet connection. I've already tried several times to repeat the identity verification process. I know Im qualified to verify because upwork sent me an email.

[01bcb168]

same issue, need further support please 

[14b66962]

I have the same problem, I've already tried it on 4 different cell phones, I've also tested it on my own computer and nothing.!!! HELP ME I've already received my first job offer and I can't follow through.! 

[8567fa21]

The issue is still present.

[126dc76e]

I have the same problem.