Reply
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply

Profile Picture Rejected For Glasses

cinderscript
Active Member
Corey J Member Since: Apr 17, 2018
1 of 24

Okay, so this is a story I've found is, unsurprisingly, a VERY common one. I'm new to Upwork, coming from Fiverr and my own private contract work. Voice Actor, Writer, that fun stuff.

 

This isn't the first time I've run into automated systems mistakening glasses for sunglasses, even without glare. I've attempted to contact customer support directly, but unsurprisingly I've also run into the problem of there being no reliable way to submit a ticket. This has not worked, as its only given me the option of going to the community. I've discovered that the option is only available for "all clients and most freelancers," with the given criteria being quite confusing as it would seem folk such as myself (those without active contracts or recent earnings) would be the most likely to need customer support. Not that I blame the designers, my own work in customer support would certainly have been easier if I could have forced people to go to the forum. So while a fair chunk of my time is wasted, its pretty much worthless right now so I'm nothing more than a little annoyed.

 

Regardless, as this is my only option to getting my account active and to professional standard, I'm requesting a bit of support. Please and thank you for your time. A copy of the photograph is attached. To clarify the profile picture on the forum account is messed up, clearly, and my account has been denied activation over the profile picture.

aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
2 of 24

Hi Corey, 

 

I'm sorry to know that your chosen profile photo was rejected. You profile photomust be a clear, headshot-style photo. Sunglasses, other individuals, logos, or photos of anything other than your face are not allowed. You may want to check this blog post to know how you can create (or choose) the best profile photo for your Upwork profile. 


~ Avery
Upwork
cinderscript
Active Member
Corey J Member Since: Apr 17, 2018
3 of 24

Okay, I'm sorry, but that felt incredibly copy-pasted. I am aware sunglasses are not allowed. I have no other individuals, logos, photos, or anything else. My photo is clear, and is a headshot.

 

Frankly I'm not seeing what the problem is. The blog post has not helped any. Can you please be direct, I know how much guidelines usually dissuade from doing anything but giving the textbook response in first contact, but as I've pointed out the textbook response has not helped. I do apologize if I sound annoyed, but frankly I've just started on this site today and I feel like I've been given the runaround three times already with very little concrete information on what exactly you guys want fixed. Its not very reassuring toward the idea that this is a professional organization worth putting years of time (and earning a fair chunk of money) for. It may seem obvious to you, this is certainly not the first time you all have dealt with this, but I have neither the experience with this particular system nor the intuition born of said experience.

 

I do not mean to be anything but professional, and want to work with you to solve this issue. In the meantime I'll be doing what I can to get the automated system to work, so perhaps I'll get lucky with the bot. Thank you very much for your time.

aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
4 of 24

Hi Corey, 

I'm sorry if you feel that my response was copy-pasted. I have included the information and the link on my reply because I feel like this would've helped given you an idea on what profile picture would be accepted. 

There are a lot of users in the Community who have their profile pictures with prescription glasses. I would suggested that you try a picture that doesn't have you with a hat on. Try also facing the camera much like how you would pose for a passport photo. Hopefully this helps solve the issue for you. 


~ Avery
Upwork
cinderscript
Active Member
Corey J Member Since: Apr 17, 2018
5 of 24

Apology accepted. It looked almost identical to what has been repeated to me multiple times now, and frankly I've been at this for so long that my patience has been a slight bit frayed.

 

If the current attempt to get it through doesn't work I'll try what you've suggested. I'm finding it odd that such attire would be viewed as taboo, but if the automatic approval system is as strict as I'm presuming I wouldn't be surprised. Odd though, I've seen multiple accounts on the front page of the voice talent pages with profile pictures that are either logos, have much more head tilt than my picture, or are wearing other apparel such as headphones or hats. I suppose that's the problem with automated systems however, they're reliably unpredictable at wide scale image recognition until you get to the sample and iteration levels of Facebook or the like.

 

Thank you for your time Ms. Avery, whether or not these work through I'll reply with an update and more information in the morning. Hopefully it all works out by then.

 

Update: Alas, it did not. Same reason. Is there any way I could get in contact with the support staff, or place a ticket with the staff directly?

vovaofficial
Active Member
Volodymyr P Member Since: Sep 16, 2015
6 of 24

What if the person is blind? They all use sunglasses. How can they deal with it? Or if the prescription glasses are made in the form of sunglasses? It's a bit racist don't you think?

egaruth
Moderator
Nikola S Moderator Member Since: Jul 2, 2020
7 of 24

Hi Volodymyr,

 

I would like to clarify that we do have a separate process and exceptions for visually impaired users. I checked and could see that you already created a support ticket regarding your concern.

I reached out to the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to provide more information. 

 

Thank you for your patience,

~ Nikola

Untitled
vovaofficial
Active Member
Volodymyr P Member Since: Sep 16, 2015
8 of 24

Thank you for clarifying your policy, Nikola. Take care.

vovaofficial
Active Member
Volodymyr P Member Since: Sep 16, 2015
9 of 24

Hey Nicola,

I'm being bullied by your support agent. He demands that I should upload a picture without prescription glasses. I don't understand. Didn't you tell me that it's fine to wear prescription glasses? I can find all kinds of freelancers on Upwork that wear glasses. Moreover, you told me that your platform supports freelancers who are blind...

Chris

m_terrazas
Community Guru
Maria T Member Since: Nov 12, 2015
10 of 24

Volodymyr P wrote:

Hey Nicola,

I'm being bullied by your support agent. He demands that I should upload a picture without prescription glasses. I don't understand. Didn't you tell me that it's fine to wear prescription glasses? I can find all kinds of freelancers on Upwork that wear glasses. Moreover, you told me that your platform supports freelancers who are blind...

Chris


They will help you, but for this you must first upload a photo in which you really appear, not an advertisement for glasses.

TOP KUDOED MEMBERS