Good day, I hope this message finds you well and good. So, I have two issues. I have created this account because I want to post this to the Upwork community for help and support. I have tried all available means known to me post my issue on the community forum and reach out for support but to no avail. I understand that it is against Upwork's ToS to have more than one account and I abide to that. So I'd delete this account as soon as this issue is resolved.
1. On Thursday, 29th October, 2022, I tried to buy some connects as I was out of connects and I wanted to apply for a job. As a result of this, I was requested to input my payment details. I did as requested, however, the card details I imputed could not be verified and for this reason, my Upwork account, Abdul-Aziz Osikoya, was partially suspended. I have access to it but cannot apply to jobs, accept a new offers, etc. It was mentioned that I can automatically resolve the suspension by inputting another payment details or using a PayPal account. I inputted another payment details which was accepted but awaiting verification. Since then, my account is yet to be unsuspended and I cannot do much with it. Please can you help me check it out and help me resolve this issue.
Another thing that bothers me concerning this suspension is that I was the one who wanted to purchase something from Upwork and yet because my initial card details couldn't be verified, I was suspended. That seems absurd. Upwork was not requesting me to verify anything yet it suspended me for trying to input information about my payment details. Also I did not do anything to violate the Upwork ToS. Please help shed more light on this because I feel this kind of situation is very annoying. I was about to accept a contract offer from a client when this occurred and because of it, I couldn't.
2. Secondly, I'm not able to post or reply to any post on the community forum from my original account. It says that I should verify my email or the reason that I cannot post is that I am not allowed to reply on a particular post. Please help me out. What should I do to resolve this issue?
Mind you, my email has been previously verified and my account is fully active. I have also posted previously, once, in the community.
Thank you very much.
Solved! Go to Solution.
If the action buttons that you usually use are grayed out, the Trust & Safety team may have suspended your account. In that case, you will have received a support ticket with an email notification about the action on your account. Please refer to your ticket here and reply to the email if you have any questions for the team.
This thread has been closed from further replies due to its size. We appreciate your participation in the Community and welcome you to continue the conversation on this new thread.
I'm sorry to hear about your account suspension. It can be a stressful and confusing situation to deal with. Here are some steps you can take to try and resolve the issue:
Remember to stay calm and professional throughout the process. Upwork wants to maintain a safe and trustworthy platform for freelancers and clients, so they take account suspensions seriously. Be patient and cooperate with Upwork as they work to resolve the issue.
I need an Upwork staff to help me...
My case is probably due to repetition of action, it is something that shouldn't take long, but no replies or anything from Upwork.
I mean if i committed an offence, it's different but something like this is really confusing and waiting is just difficult, because i don't know if they will get back to me early enough, i don't have any other jobs and this is not funny to me.
Thanks for your reply anyway. I have done all that
I checked but don't see any suspensions on your account at the moment. Could you please confirm if you're referring to a different account?
Hi,Andrea thanks so much for your reply.
I am unable to make a post with the suspended account... No it is not this account.
Can i share my email of the account with you here or please tell me..
I really need my account running again.. Please
I am on Upwork since August 2022 and started working as designer but because of my full time job priority in the marketing positions, I have to pause Upwork & had to focus on my full time marketing job.
Now, In 2023 Jan/Feb I resume my profile again and started working with focus on digital marketing projects. I recently completed a job but just after completion my account has some issues and under my resources I got this message:
With Reference to ticket ID: Id #39400229:
**Edited for Community Guidelines**
I wanted to clarify this but there is no option in the ticket system where I can reply on that matter.
Can anyone please provide any suggestion, how to handle this issue??
You can access the ticket here and should have also received an email notification about it. You can reply to that email in order to reopen the ticket and comply with the team's request.
We have canceled your contract for [Photoshop/Edit Scanned Sheet] because it asked talent to provide deceitful or fraudulent services which are against Upwork’s Terms of Service.
A blank document was the work
Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
"We found a problem with your primary billing method and to put it on hold. Update it now."
I am getting the above error message. My payment methods have been updated and can be seen on my Settings but I am still unable to post a project because I am getting the above message.
Can someone kindly guide me here?
Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you using a support ticket to assist you further. You can access your support tickets here.
I am working here since 2013, I am facing a problem from last 5 months. My account was suspendend. and when I want to get help from your support, my support flyout doesnt work, it was loading and send back me to my home page each and everytime. I am worikng here since 2013. I am a full time freelancer in this platform. but now im jobless during for the suspension and also badly effected by pandemic corona situation. I cannot work here from last 5 months. I need an exact solution to take back my account and to remove my suspention. please. its an emergency...
and I want to talk virtually with live becouse of my account problems is very complex.
Can you please check if you can see a banner on the top of your Upwork Profile instructing you to complete a verification? If you do, please click on "Get Started" and follow the prompts. Don't hesitate to let us know if you need further assistance.
Hello Upwork team.
Can you, please, help me resolve this issue?
I just got an e-mail:
We have cancelled your contract for [Create custom backing tracks + Mix/Master Hit Songs] because it involved using material or information that we reasonably believe is copyrighted, which is against Upwork’s Terms of Service.
Reproducing, using, or providing material that is the intellectual property of another individual, company, or entity violates Upwork’s Terms of Service, which you agreed to comply with in using the Upwork site.
While restricted, you will not be able to post any jobs or start any contracts."
***There must have been a mistake. This job is about making song covers. No copyright infrigment here at all. Cover songs and parodies are all "Fair Use".
Please, check this. Client also appealed. This must be a misunderstanding.
Thank you for your message. I see that you have already responded to the support ticket initiated by our team. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
Alright. I patiently waited for 48 hrs and still no response from the team. Can you, please, give me an update? Are they going to resolve this anytime soon?
I have been associated with this platform since 2013. My account was suspended 5 months ago. I have tried many times to contact support. But every time I click on the support button to go to support, it brings me back to the home page. And I mailed. But no response is being given to me to solve my problem. I really need my ID. Can anyone help?
Thank you for your message. I followed up with the team handling your request and they have confirmed that a notification is already sent out to your registered email address with the next steps to restore your account.
Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. Rest assured the team will address your concerns and questions in the ticket as soon as possible.
Thank you for your reply Annie Jane B.
Alright. If you can urge them somehow that would be much appreciated. My work depends on this matter. I already suffer consequences for being idle for 4 days.
My account has been suspended and it has not told me why. I was told I would receive an email with an explanation, however, I have not received an email. I can not go onto the forum to request for help as it requires me to sign in, again I can not sign is as I have been suspended. I have appealed this decision, I was told it would take 48 hours for a respond, I have had no response. I attempted to sign up with another email and it suspended that account also.
I need help as I have work on upwork to complete.
Herewith the emails that were suspended:
**Edited for Community Guidelines**
Please can someone fix this.
Hi! UpWork is investigating my account / project I just completed. I will spare the small details, but essentially I had a connection off LinkedIn who wanted to pay me for consulting on a project. At the time, I was very new to freelancing and the UpWork platform. I did not have an official method for her to pay me, so I suggested moving to UpWork off LinkedIn and I could accept a job she would post. In hindsight and after research, I realize I could have another way for her to pay and she could leave a testimonial without being a direct UpWork client. As a result, of this situation the project looks like we just opened one to close it out right away. I understand why this would cause UpWork to investigate and raise concerns about a possible account violation, but I've explained this to the adminstrator who has reached out twice now and I am lucky if I get a reply. I have had two different UpWork admins reply to the open request just once each in the 4-5 days it's been open. I pay for Freelancer Plus and since the request has been opened I haven't been able to apply to any jobs. I told the admins that I am willing to just forgo the earnings and the project on my profile. In other words, to just make it like I never accepted the proposal. Is this something that can be done? Additionally, is there a direct line I can call at UpWork to discuss this with someone. It is very aggravating to wait 24 hours + to get a reply from UpWork. I understand they are just doing their due-dillgence, but this misunderstanding is causing me to miss out on sending proposals. Thank you and I appreciate anyone who can offer any relevant information!!
Thank you for reaching out to us here in the Community and I'm sorry to learn about the status of your account. Unfortunately, we can't disclose any information or actions being taken on a user's account due to privacy and security reasons. However, I can see that you've been in contact with the appropriate team and currently discussing how to resolve the issue. We highly suggest you continue doing that through this ticket or your email so that they can assist you accordingly and more efficiently.
I have been using upwork since before it was even called that. My account is suspended b/c I forgot to update a credit card. I updated the credit card and it says all teams are resumed but my account is not out of this status. I have already paid the bill, updated cards on all my teams and its still not updating. Chat support is disabled and I can't get anyone on email or phone. This is riduclous. Posting here hoping someone sees it. This is a serious upwork bug and preventing me from doing what i come here to do which is hire people.
Thank you for reaching out to us and as Mykola mentioned, we'll be more than willing to assist you here in the Community. I shared your report with our team and one of our agents will reach out to you using a support ticket to assist you further. You can access your support tickets here and coordinate with the team once your case is fully reviewed.