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34d10fe0
Community Member

Account Suspended | Cannot Post in the Community

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. 

 

ACCEPTED SOLUTION

Hi Janine,

 

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.

 

 

Update:

 

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.

 

Thank you!

~ Luiggi
Upwork

View solution in original post

649 REPLIES 649

Hi Anthony,

 

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 and coordinate with the team here once your case is fully reviewed. You can also expect an email notification linked to your ticket.

 

~ Arjay
Upwork
012d0799
Community Member

HI My New account is suspended and when I try to create a ticket for same, it will not allow me to create ticket. 

Hi Slide,

 

Thank you for your message. I am sorry to hear about your account. 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 .

 

Thank you,

Pradeep

Upwork
keneway
Community Member

Hello its been 20 days since my account been suspended, and my ticket is being processed slowly
here is the id #38803730

Thank you

Hi Mohammed, 

 

I checked and it looks like the last reply on your ticket is from our team. If you have any questions or concerns please feel free to update the ticket directly so they can continue to assist you. 

 

~Andrea
Upwork

Thank you for your reply

Here is the message I received "Weโ€™ll look over everything you sent us and get back to you." 

But it's been 9 days of me waiting for a response.

Should I keep waiting or do I need to contact them again?

beeecf51
Community Member

Hi Upwork

 

My account is on hold.

I'm not sure why Upwork did this. 

I hope Upwork need to fair for freelancers and resolves my account problem

 

Thanks

Hi Carlos,

 

Thank you for reaching out. I can see that the team has already reached out to you via support ticket regarding your concern. You can access your support tickets here

 

~Andrea
Upwork

Hi Andrea

I resubmitted the doc yesterday. I'd like to know when upwork will review it

Thanks

d6c7c045
Community Member

hi there,

I have two client accounts on Upwork and 6 active freelance contracts. 

Somehow a payment of 4 euros doesn't go through and I find myself suspended on both accounts. 

Also the chatbot seems disabled, so I cannot get in touch with anyone as there is no way to reach out. 

That is incredible, wouldn't you agree?

 

 

 

Hi Raf,

 

Thank you for your message. I am sorry to hear about the action taken on your account and how you feel about the same. 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.

 

Thank you,

Pradeep

Upwork

Thank you Pradeep. It would be really wise to add the support bot or customer care ticket link to the main Upwork Client Interface. Community quite often means user driven platforms independently operating from the company concerned. E.g. Salesforce, Xero, ... It is a bit hard to find this way. Also, 24 hours availability not an option?  ... just my 5c. I'll wait for the ticket reply then. 

Hi Raf,

 

Thank you for your message. I understand your concern. A quick way to contact support is by clicking the "Get Support" button that shows at the bottom right corner of the Upwork Help page. You will be asked what type of account you need help with and to describe your issue or questions. Please select the best option for your situation. If youโ€™d like to speak to an agent, you can request that via the chatbot. If you have some general questions about using Upwork or are looking for advice, feel free to post here in the Community.

 

Thank you

Pradeep

Upwork
3ed852fe
Community Member

Hello! My account was suspended due to a lack of money on the payment method connected.

 

I resolved this by connecting a new billing method and paying all the bills, but still, I can not submit applications as a freelancer.

 

Can you help? Appreciate it.

Hi Arsenii,

 

Thank you for your message. I am sorry to hear about the action taken on your account. 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 .

 

Thank you,

Pradeep

Upwork
be257a78
Community Member

Hello, when I try to login to my old account v**Edited for Community Guidelines** I get a meesage about susspension due war (I lived in Belarus before 2023).

I relocated to Poland in January 2023. 
When I try to appeal using Appeal Form I got mail with such text:
"Dear Alexander Veledzimovich,

We see you submitted a request to appeal an Upwork account suspension.

However, the account you submitted it for either doesnโ€™t exist or is still active (not suspended)."

Probably, you know that email address **Edited for Community Guidelines**  is not monitoring.

What should I do to remove suspension?

Thank you.

 

**Edited for Community Guidelines**

Hi Aliaksandr,

 

Thank you for your message. Could you please confirm if you were logged in to your suspended account when the appeal request was submitted? 

 

Thank you,

Pradeep

Upwork

Hello, I can't login, so I can't appeal as logged in user.

I've got this message above username field: "We're sorry, your account has been locked because weโ€™ve suspended operations in Russia and Belarus."

 

I created temporary account from with my other email, but what to use my old account.

 

Thank you for an answer.

Hi Aliaksandr,

 

Thank you for the follow-up. I can see that you've reached out to us using the account in question with the same concern and several tickets have been set up as well. I've submitted a follow-up to the team handling your case and one of the members will be assisting you further through the email associated with the account you need assistance with. Don't hesitate to coordinate if you have additional questions.

 

~ Arjay
Upwork

Thank you for your support Arjay. I will wait for updates.

Hello, Arjay. Maybe I dont understat process of the appeal (As you remeber I have got a meesage about susspension due war because I lived in Belarus before January 2023).


When should I receive answers/questions from the team about my old account? Or you suggest to setup new one account? But for my opinion it is not effective way.



Hi Aliaksandr,

 

Iโ€™m sorry but I wonโ€™t be able to assist you here further. Your ticket is assigned to the correct team, and they should be able to help you with your concern. I would recommend adding these to the same ticket thread so that the team has the correct information to assist you more efficiently. Please donโ€™t hesitate to update the same ticket thread if you have further questions or concerns.


~ AJ
Upwork

Thank you for an answer, Annie. Where can I find "same ticket thread"? As I mention before I: "I can't login, so I can't appeal as logged in user" with my old account. 

Hi Aliaksandr,

 

You can refer to and respond to the email notification for the support ticket sent the registered email address linked to your account in question.

 

Thank you,

Pradeep

Upwork

Hello, Annie. Nobody reach me during 3 weeks. 
I appeal of my old account suspension due war in Ukraine. I still do not want to use my new/current account because old account has some finished projects in the my current field of interest.

Hi Aliaksandr,

 

Thank you for following up. I shared your report with our team and 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.

 

~ Nikola
Upwork
donitas
Community Member

can someone please message me? I cannot message support about my account suspension but all balances have been cleared.

Hi Donita,

 

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.


~ AJ
Upwork
96e95e81
Community Member

Dear Support Team,

 

I am writing to appeal my account suspension. My account was suspended and I was shocked to receive the notification.

I would like to take this opportunity to apologize for any violation of Upwork's policies that may have led to my suspension. I understand that Upwork is a platform that values professionalism and ethical behavior and I would like to assure you that I am committed to upholding these values.

 

I believe that I can make a valuable contribution to Upwork as a freelancer and I hope that you will consider lifting my suspension. I look forward to your response and thank you for your time.

 

Sincerely,
Jayanti Solanki

Hi Jayanti,

 

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.


~ AJ
Upwork
dbee0583
Community Member

Hello, i just made changes in my profile and was trying to find my first job. Got my account suspended by i dont know the reason.

Hi Adelino,

 

Thank you for reaching out to us. I checked and it seems that you are already in correspondence with our team on your support ticketPlease allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

 

~ Nikola
Upwork
487136ab
Community Member

Hi Upwork Team,


I lived and worked in Belarus and had my account suspended after the events hapenned at 2022.


I've now relocated to Poland and I'm trying to file a suspension ticket from my old account, but the system tells that "the account you submitted it for either doesnโ€™t exist or is still active (not suspended)."


Can you pelase help me to remove the suspension from my old account.


Thanks in advance.

Regards,

Jury

Hi Juri,

 

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.

 

~ Arjay
Upwork
8798abba
Community Member

Hi,


My client account was suspended due to a required identity check 19 days ago.
I immediately submitted my documents, but have yet to hear back.

Whenever I tried contacting support, they tell me that they are still in the process of reviewing the account.

 

The Upwork support documents claim the process should take 48 hours, yet it's been almost 20 days.
In the meantime, I've been blocked from contacting the chat support.
In addition, nobody replies to my queries on the open ticket, and in the past weekend the support agents tried to automatically close that ticket due to "no activity".

 

I'm a long-term customer that is truly helpless now.
I've spent a lot on the platform, and feel like Upwork doesn't care.

Really looking for direction, the suspension really hurt my business.
Best regards.

I hope it will be checked soon by Upwork team

Hi Offek,

 

We truly appreciate you reaching out and we sincerely apologize for the inconvenience. I've submitted a follow-up directly to the team handling your case and kindly expect one of the team members to update this ticket momentarily. We seek your patience and utmost understanding while sorting this out for you. Thank you!

 

~ Arjay
Upwork

Thanks Arjay,
I got a response that my appeal is being reviewed.
The thing is, I didn't appeal anything!
All I was asked for is my identification document.

Can you please check what's going on?

Much appreciated...

e095cbc1
Community Member

Hi,

I couldn't get why my account has been suspended. I checked for the emails but I couldn't find one saying my account has been suspended and the reason why? Still, I didn't get an update from the support team and I did reply to the ticket.

Iโ€™d make sure not to repeat that again. Please help me to restore my account. Thanks for your better support.

Hi Pankaj,

 

Thank you for reaching out to us. I shared your report 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. 

 

~ Nikola
Upwork
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