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Re: Bank Account Under Different Name--how to submit ID verification?

Active Member
Maximillian C Member Since: Feb 5, 2019
1 of 21

Hello,

 

I'm submitting this here because I literally cannot find a way to contact Upwork support directly.  When I recently added my business checking account as a way to get paid, I immediately got the message:

 

"Bank verification in progress
Due to our updated identity policy, at least one of your payment methods has been deactivated as the beneficiary name of the bank account does not match your name.
Please visit our FAQ page for additional information."
 
When you visit the FAQ page it directs you to, it tells you, "Contact Customer Support by clicking here to request a manual name review."  When I click "here" (there), it opens "Submit a request", but, instead of taking me directly to a pre-configured place to submit my ID verification docs to prove that my corporation is mine, it's a free-text box where you ask a question.  So I have tried entering various things there, including "request a manual name review", and then clicking "submit".  One of the results is "Bank Account Under Different Name", which, again, just has the same exact info as the FAQ I was originally directed to.  This time when I click "here" (there), this time, I'm prompted to select a category (again, instead of it just pre-filling it for this particular request type).  So I, again, try to guess at what the proper thing is to enter, and have tried various options.  The most obvious one seems to be "Get paid > Add/update withdrawal method".  When I select those options and click Continue, the only "How would you like to contact us?" method is "Ask Community".  This is incredibly frustrating, and seems to be a major bug in the process.  I'm definitely not submitting my articles of incorporation and all that to the "Community".  How do I get someone at Upwork to verify my identity?  Thanks!
Moderator
Bojan S Moderator Member Since: Mar 9, 2018
2 of 21

Hi Maximillian,

 

One of our team members will reach out to you shortly and assist you further with your request, thank you for your patience.

~ Bojan
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Active Member
Scott O Member Since: Jan 2, 2019
3 of 21

Hello.

I am having a similar issue.

I need a manual name review but keep getting an endless loop of links when I click "Request manual review."

Please help.

Thanks,

Scott

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
4 of 21

Hi Scott,

 

One of our agents will reach out to you directly via support ticket and assist you further with your request, thank you.

~ Bojan
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Active Member
Maximillian C Member Since: Feb 5, 2019
5 of 21

Bojan, It's been several days, and no UpWork team member has ever reached out to me. This is very frustrating, and this bad service experience (and lack of attention to a fairly important bug, and breakdown in the customer feedback loop) is a discouraging start to being a new freelancer on UpWork.

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
6 of 21

Hi Maximillian,

 

I apologize for the delay in receiving an update. I'll go ahead and follow up with the team handling your case and you can expect one of our agents to reach out to you directly via support ticket as soon as possible. Thank you for your patience.

Edited to add:

Your beneficiary name was approved successfully. Your payment method should be all set now. Thank you for your patience.

 

 

~ Bojan
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Active Member
Ashley L Member Since: Oct 15, 2019
7 of 21
I also need this done. I got married so I need the manual review and cannot contact support the same way the freelancer above had issue with.
Highlighted
Moderator
Avery O Moderator Member Since: Nov 23, 2015
8 of 21

Hi Ashley, 


I checked your account and can see that you just recently added your new bank account with your married name (congratulations, by the way!). Once the verification is complete, and there are issues with your bank account, the team will reach out to you within 24 to 48 hours of receiving a notification with more information. If this doesn't happen automatically, you can reach out to us here, and our team will assist you further. 


-Avery
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Active Member
Julia M Member Since: Mar 26, 2019
9 of 21

I have the exact same problem and I need someone to verify my identity asap or else I can't get paid.

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
10 of 21

Hi Julia,

 

One of our team members will reach out to you directly via support ticket to assist you with your request. 

 

Thank you.

~ Bojan
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