Oct 1, 2020 12:05:37 AM by Rafay Nawaid A
I've provided the details and everything for the first step of ID verification, but when I start visual verification, I get timed out and receive this error:
"Timed out on waiting for agent to verify your identity
Have you completed your web cam chat? Click try again to continue."
How to proceed now?
Solved! Go to Solution.
Oct 1, 2020 12:17:34 AM by Goran V
Hi Rafay,
One of our team members will reach out to you via ticket as soon as possible and assist you further with your verification. Thank you.
Nov 16, 2020 11:27:38 PM Edited Dec 20, 2020 09:36:45 AM by Goran V
Hi Muhamed,
Please try to clear your cache and cookies or to log in via Firefox to complete the process. Thank you.
Nov 16, 2020 11:45:03 PM by Mohamed A
I'm logging in via Firefox but my problem is not solved. please I need to solve this problem
Nov 16, 2020 11:48:25 PM by Goran V
Hi Muhamed,
One of our team members will reach out to you via ticket as soon as possible and assist you further with your verification. Thank you.
Nov 17, 2020 12:24:20 AM by Victor F
Hi!
I have same issue
I cleared all cache, but still getting the "Timed out on waiting for agent to verify your identity" message. Can You help me with that?
Nov 17, 2020 12:44:46 AM by Goran V
Hi Victor,
Our team will reach out to you via ticket as well and will assist you further with your verification. Thank you.
Nov 17, 2020 12:48:19 AM by Lauren M
Hi! I'm having the same problem. I'm using Firefox and have emptied the cache, but it hasn't helped. Can someone get in touch with me, please?
Thanks!
/Lauren
Nov 17, 2020 12:54:19 AM by Goran V
Hi Lauren,
Our team will reach out to you via ticket as soon as possible and will assist you further as well, thank you.
Nov 17, 2020 02:50:00 AM by Adrian Manuel Oray A
I am also experiencing the same issue, I have provided all neccessary information, but I am unsuccessful with visual verification process.
Thanks.
Nov 17, 2020 03:04:33 AM by Goran V
Hi Adrian,
Our team will reach out to you as well and will assist you further. Apologies for the inconvenience this has caused you.
Nov 18, 2020 08:16:32 AM by Adrian Manuel Oray A
Hi Goran,
Is there any way you can extend my account's due date? it will expire on Nov 24, 2020 and I am still working with a client, I have also a situation on my part because I have only a philhealth card and school id and I don't have any government-issued id, and the problem is philhealth is not considered as a primary id. I am still in the process of getting a government-issued id and it takes atleast 1 month to get it. This is my first job on upwork and I hope you can help me with my situation.
Thanks.
Nov 17, 2020 02:04:34 AM by DEEKO D
When I tried to make the second step of verification it gives me this message pls help .
Nov 17, 2020 03:11:04 AM by Goran V
Hi Mohammad and Stephane,
Our team will reach out on your tickets with more details and will assist you further. Thank you.
Nov 17, 2020 03:16:14 AM by Jeanine W
UpWork has given me a notification that I need to verify my identity to avoid my account being suspended. I've uploaded my ID, but when I try to initiate a chat, the system times out. Is there a way around this?
Nov 17, 2020 03:31:36 AM by Goran V
Hi Jeanine,
One of our team members will reach out to you via ticket as soon as possible and assist you further with your verification. Thank you.
Nov 17, 2020 03:34:34 AM by Testimony A
i have been trying virtual verification but it does work no matter how hard i smile and upwork is not connecting to my google meet. Please help me some of my features have already been blocked
Nov 17, 2020 03:44:46 AM by Goran V
Hi Testimony,
Our team will reach out to you via ticket as well and will assist you further as soon as possible, thank you.
Nov 17, 2020 04:53:45 AM by Micah Jaira R
I've been asked by upwrok to verify my identity or else my account will be on hold. I am trying to verify my identity via video chat. I tried it multiple times already but its not working. What should I do about this? I need help. PLEASE.
Nov 17, 2020 05:00:44 AM by Goran V
Hi Micah,
Our team will reach out to you via ticket and will assist you further with your verification, thank you.
Nov 17, 2020 05:31:06 AM by Micah Jaira R
Nov 17, 2020 05:41:57 AM by Micah Jaira R
Please let me talk to a live human. Chat Bot keeps on saying the same thing. The email instructions provided to me still not working. I would need to verify my identity asap to avoid getting my account on hold. PLEASE help me with this. Thank you
Nov 17, 2020 05:57:36 AM by Goran V
Hi Micah,
I can see that you`ve already followed up on your ticket with additional questions. Rest assured, our team will follow up with you directly there and will assist you further as soon as possible. Thank you.
Nov 17, 2020 11:10:15 AM by Rachel K
I have the same problem please can you help? I'm trying to verify my identity since this morning but no chat showing , only help center page.
Can you please tell me what should I do ? I've tried to use a different browser , even unlock cookies etc but no change
Nov 17, 2020 04:59:13 AM by Gintaras M
Nov 17, 2020 05:02:41 AM by Goran V
Hi Gintaras,
One of our team members will reach out to you via ticket as soon as possible and assist you further with your verification Thank you.
Nov 17, 2020 05:25:56 AM by Dennis P
Hi guys,
The Visual Verification portion of my setup isn't working.
I have tried it on my phone (Android), laptop (A mac and windows) and my iPad and am still not getting anywhere.
Any help would be appreciated, thanks 🙂
Nov 17, 2020 05:40:46 AM by Goran V
Hi Dennis,
I`m sorry about the inconvenience this had caused you. Our team will reach out to you via ticket as soon as possible and will assist you further. Thank you.
Nov 17, 2020 06:42:07 AM by Maria Sylvia Kay P
Hi
Im getting time out every time i verify through video call, please help
Nov 17, 2020 06:50:09 AM by Goran V
Hi Maria,
Our team will reach out to you via ticket as well and will assist you further. Thank you.
Nov 17, 2020 06:15:26 AM by Abrar G
Hi,
I am trying to get visual verification by video completed. It's not working from my phone or my laptop. When I click on the Chat Now on my laptop, it redirects me to the Help and Support Page before it times out. On my phone, the chat now button is not even visible. Here are my system specs:
1. Xiaomi Redmi S2 with Android 9; Google Meet installed
2. Opensuse 15.1 on laptop
I have also attached an image from my phone that shows the screenshot of the verification page. What are the next steps now? How do I contact support? I tried to connect over chat but the chatbot is just unhelpful. I also could not find a direct email for support.
Nov 17, 2020 06:20:21 AM by Goran V
Hi Abrar,
Our team will reach out to you via ticket as well and will assist you further with your verification. Thank you.
Nov 17, 2020 06:26:07 AM by Albert D
Hello there, I've already complete the ID document verification but I'm having issues with the Visual verification, every time I try to do it says:
"Timed out on waiting for an agent to verify your identity"
I've been trying again like 5 times, but I keep getting the same issue. I've also changed the browser.
Nov 17, 2020 06:31:02 AM by Goran V
Hi Albert,
One of our team members will reach out to you via ticket as soon as possible and assist you further with your verification. Thank you.
Nov 17, 2020 06:59:01 AM by Rochana R
Hello,
I have completed the ID verification and I want to receive a video call from upwork team so that I can complete the visual verification process. But i am unable to find a way to receive a google meet link and I am not seeing a way to directly contact a support team member. I am getting the following message each time i try to cmplete the process. I had tried troubleshoot methods availble at articles on help center. But still unable to solve the issue. Please help me with this. Thanks.
Nov 17, 2020 07:08:45 AM by Haydee B
Hi,
I cannot do the Visual verification. Everytime I join the chat it stays for sometime trying in the end, shows me that message
"Timed out on waiting for agent to verify your identity
Have you completed your web cam chat? Click try again to continue."
Please help me fix the issue please!?
Thank you!
Nov 17, 2020 07:39:31 AM by Bojan S
I apologize for the inconvenience this caused, Rochana and Haydee.
I've escalated your account information to our support team. One of our agents will reach out to you directly via support tickets to assist you with your verification processes.
Nov 17, 2020 08:13:10 AM by Saori K
Hello.
I have the same problem. It redirects me to the support page and nothing happens until a timeout.
Can someone help me, please?
Nov 17, 2020 10:21:18 AM by Svetlana T
Hello! I'm getting same problem - "Timed out on waiting for agent to verify your identity".
I've tried different browsers, clearing cache and did it on notebook, phone.
Please help, thanks!