I'm sorry to hear you haven't been able to start the verification process. Could you please clear your cache and cookies or try using a different browser to complete it?
If the issue persists let us know.
I'm also having a similar issue. I tried uploading a picture of my government ID and it didn't match my Upwork name. (Zach/Zachary.) I updated my Upwork name to match and tried the process again--several times--and now it won't let me verify at all. Any work arounds for this? I can't find a way to initiate a video verification call with a real person.
I am unable to verify my ID using the forms provided. First, it was clear the Real ID's new LN (last name), FN (first, middle name) format is not recognized by Upwork and I was requested to update my Upwork account name. Upon retrying it's telling me that the same image used is now not of valid filetype, size, or DPI.