United States Location Verification - Unable to do

[Zachary M]

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

[Bojan S]

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. 

[Catherine H]

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.

[Joanne Marie P]

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!

[Catherine H]

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: 

**Edited for Community Guidelines**

[Goran V]

Hi Catherine,

I can see that you`ve followed up directly on your ticket and one of our team members will assist you further as soon as possible. Thank you.

[Graham N]

Hi, I'm a fairly new user located in the United States. I'm also a United States citizen. I followed the instructions and took a picture of my (U.S.) passport for authentication — bio page, four corners visible, not blurry, etc. I think my thumb was in the frame, but I hope you'll forgive me for that.

I received a message that you were unable to authenticate it, and that you'd be following up via email. However, the email simply states that you've put my account on hold for "the safety of the marketplace." There are *no* next steps; no suggestions to resubmit; no instructions on who to contact to fix the matter. Can you please help?

Sidenote: if your automatic authentication system isn't up to snuff, you *might* want to have a better solution for handling this.

[Bojan S]

Thank you for reaching out to us, Graham.

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

[Sarah P]

Hi, I need to verify my location (USA). I don't yet have any of the doucments for the automated process (I don't drive and I'm on a visa). How can I verify my location?

[Avery O]

Hi Sarah, 

I wanted to confirm if you have the proper work documents to be able to work on Upwork as a freelancer? It would be best to check with a legal authority if you can use your current visa to work as a freelancer in the U.S. If everything's in order, let me know so that I can check this for you.