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ID verification failed, account is on hold.

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
3471 of 3,799

Hi Matthew,

 

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 to receive an update on your ticket directly.

 

Thank you for reaching to us.

~ Bojan
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Active Member
Anthony C Member Since: Jun 8, 2019
3472 of 3,799

I've seen this issue on here before but I've followed all guidelines specified in others' requests, and still have no success. I've spent my time creating and setting up this profile, as well as taking tests to show my skills, and yet my identity verification failed. I used a regular photo of my Driver's License, sitting flat on my desk and it is perfectly clear, yet the ID verification failed 3 times. Now my account is on hold and I am unable to accept any contracts or create any proposals. Very frustrating.

Community Guru
Riri A Member Since: Jul 21, 2018
3473 of 3,799

Hi Anthony,

 

Thank you for letting us look into this. We have escalated your concern to the appropriate team. Our representatives will reach out to you shortly. Let us know if you need anything else.

~ Riri
Active Member
Alan W Member Since: Jun 10, 2019
3474 of 3,799

May I raise a support ticket, please?  I was told in February that I'd been approved - but today (my first time on the site since February) I find I can't submit proposals. Thank you.

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
3475 of 3,799

Thank you for reaching out to us, Alan.

 

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

~ Bojan
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Active Member
Zachary M Member Since: Jun 12, 2019
3476 of 3,799

Same as everybody else...I got an email saying on hold after ID verfication failed. No instructions on what to do next...please advise.

Moderator
Bojan S Moderator Member Since: Mar 9, 2018
3477 of 3,799

Hi Zachary,

 

We'll have one of our agents reach out to you via support ticket to assist you with your verification process. Thank you for reaching out to us. 

~ Bojan
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Active Member
Catherine H Member Since: Jun 15, 2019
3478 of 3,799

I am having the same problem. All I need to do is verify my identity and I have not received an email request to do so. After spending much time fishing through the website, all I have accomplished is to view others questions and there is no link to email support either.

Moderator
Joanne Marie P Moderator Member Since: Nov 26, 2017
3479 of 3,799

Hi Cathy,

 

I've shared your concern with our team, and one of our team members will reach out to you via support ticket to assist you with your verification process. Thank you!


-Joanne
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Active Member
Catherine H Member Since: Jun 15, 2019
3480 of 3,799

I have created a profile, and when I tried to upload a pic of my ID, it failed the upload one try after the other. If I try to submit a proposal, I see the same error message above the top of each job post (pic attached). When I emailed customer support, they said to try and change the name on my profile to the name on my ID and it should just take 24 hours to update and I could move forward. I update my name from Cathy to Catherine (name on ID) but this doesn’t make any sense because there is no ID to compare it to since it wouldn’t upload. This is crazy. There is also no place on my profile, contact info area, etc where I may try to upload a photo again! Here is the email: 

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