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

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. 


Community Member

Hi @NikolaS,


I'm attempting to authenticate my passport or ID in order to confirm my identity. I've exhausted all avenues, using two separate cell phones and even uploading a scanned image of my passport. The system doesn't recognize it. I require assistance since the automated process isn't functioning, human verification is necessary here.

You can be sure that I tried all possible ways and is not showing the step to start a manual review. I've being trying for more than 1h30.

Thank you

Community Member

Hey everyone, I'm new here. I recently signed up and I'm eager to get verified so I can start submitting proposals. However, every time I try to initiate the ID verification process by clicking "Get started," I encounter the message: "We are unable to complete ID verification at this time. Please contact support by visiting the Upwork Help Center to resolve this issue." I've been attempting this for several days now. Any suggestions on what I can do to resolve this? Thanks.