Account Suspended | Cannot Post in the Community

[#1]

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. 

Regards, 

Abdul-Aziz. 

[#2]

Hi Andrew,

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.

[#3]

Hi,

I recently retrieved my account from being suspended, yet when I click on the profile tab, it says it is no longer available. Nothing was emailed to me or shown when the "Your account was suspended" prompt disappeared from my account. I am not sure if it's still processing or if I am missing something here to make my profile active. Can someone kindly help me with this?

Thank you.

[#4]

Go to help & support

[#5]

Hi Ann Naziath,

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.

[#6]

I got an email from Upwork.

**Edited for Community Guidelines**

• I am trying to refund but I can't do it. So what should I do now?
• How can I reactivate my account?

[#7]

Hi Md Amir,

Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern and you've recently replied to it. 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.

[#8]

Hello UpWork team, 

My account was suspended. I already answered the email from UpWork and I already submitted an ID for verification. After submitting, it says that I need to wait within 24 hours.

24 hours have passed already and I just want to follow up as I really need to work. And there might be information that I could give for the investigation, I'll be happy to provide.

Thank you so much for reading, I really appreciate your help.

Best,

Rose

[#9]

Hi Rose,

Thank you for your message. I am sorry to hear about the action taken on your account. Please note that all inquiries are handled in the manner they are received in the queue. Please allow 48 hours for the team to review and respond to your support ticket. 

Thank you,

Pradeep

[#10]

Hi Pradeep.

Thank you for your rapid response. Can I follow up after 48 hours? 

And can I still continue on working? I am not allowed to submit proposals and get my payment. I can still track my time on UpWork and my contracts are ALL still active.

Can I still continue working while I am waiting for my account to reactivate?

Thank you so much,

Rose

[#11]

Hi Rose,

Thank you for your message. You can continue working on the active jobs but you will be unable to apply for new jobs or initiate a fund withdrawal until the account is restored.

Thank you,

Pradeep

[#12]

Hi Pradeep,

I appreciate the reply. I want to continue working but I don't have a guarantee when will my suspension will be lifted especially since my earnings are kept in Upwork and couldn't withdraw it. I hope I would get an update on my suspension as almost 48 hours have already passed and an understand that I don't have any assurance on my end. I am hoping that there would be an update before 48 hours please. Thank you

[#13]

Hi Pradeep, how long does it take for the verification? I already submitted mine hours ago as well as for the bank statement. Is it allowed for the statement to be captured then merged in one PDF document (since I cannot submit more images)? Thank you

[#14]

Hi Rose,

Thank you for following up. I shared your concern with the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to assist you further. 

[#15]

Hi Nikola, 

You're an angel. Thank you so much for replying and assisting me. I really hope it will be solved as soon as possible 😞 

[#16]

There is still no reply. 

[#17]

Hi, I've been suspended last Saturday morning and I've already complied with the requirements again. THERE WAS NO UPWORK SUPPORT WHO REACHES OUT. It takes 48 hours for them to reach out then if the process was wrong, then it needed to be done all over again. Upwork support please do something about this. It's almost Christmas and you know how frustrating it is getting on a holiday without even collecting any of my earnings and still you want me to work even though I don't have any assurance how much longer it would take! I've already provided a lot and even addressed questions I needed to proceed since there has been MUCH TIME needed before anyone could reach out to me and reply on my concern. Can somebody please assist me with this? It takes so long. It's already Wednesday now which should be everything is settled.

[#18]

Hi, my account was suspended by Upwork recently without sending any email and they activated it after 10 days of my appeal. As a result, my all proposals were withdrawn and I was not able to get any job. Almost my 60 connects were wasted in this stunt. Now if Upwork did not able to provide any valid reason for suspension can I get my connects back for all the proposals they have withdrawn?

[#19]

Hi Muhammad,

Thank you for reaching out. I can see that you've already raised a support ticket regarding your account suspension. You can access your support tickets here . Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. 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.

Thank you,

Pradeep

[#20]

Hi Pradeep,

Please help. I already submitted all the information that they needed but there is still no reply from UpWork.

[#21]

Hello, 

I logged in this morning to find out my account has been suspended due to financial reasons.  I went and updated my billing with a new credit card successfully.  And the message on top of my screen still says "Your account has been suspended. Please contact customer support"

I've attached a screenshot of the error message.

What is the next step for me to move past this?

Thank you,

Buddha

[#22]

Hi Buddha,

Thank you for reaching out to us. I checked and it looks like one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page. Please consider following up on the ticket so that our team can assist you further with your account.

[#23]

I did submit my document and already 48hrs passed.

but my account is still suspended.

Please fix asap

thank you

[#24]

Hi Sya,

Thank you for your message. I am sorry to hear about the action taken on your account. I followed up with the team and one of our team members will be reaching you as soon as possible. 

Thank you,

Pradeep

[#25]

What should I do now?

[#26]

You should immediately STOP working on that project, contact your client and let her know about the message you received. It is most likely an issue of a failed charge, most clients will be able to resolve this rather quickly! 

She might tell you to continue working and add manual hours later when the problem is resolved, Do not work on the project, unless you know the client, because manually added hours are not covered by Hourly protection and you may never get the money so be careful! 

I have faced this problem only once with a client, he asked me to continue working and add manual hours which I did, because the client was very old on this platform and had spent 1 million + on this platform, so I thought it is unlikely for his to cheat me for a few hundred dollars!