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 Luggi, Its been over 48 hrs and this hasnt been sorted. I have done the needful (uploaded relevant documents). I am still surprised my account is under review. How long will this take, because its taking forever.

[#3]

My Brother upwork permanently suspended for rules violation, but I have pending balance, can I withdraw that amout? I can see it's still pending from last 15 days. 

[#4]

Hi Mirza,

Thank you for your message. I am unable to discuss other user's accounts with you. Could you please request the account holder to continue communicating on the support ticket initiated on their account? Also, I do not see any pending balance on the Upwork account you are posting this message. Are you referring to the balance on your brother's account?

Thank you,

Pradeep

[#5]

You should not access your brother's account, or you will be in trouble too. 

[#6]

Hello sir/mam, 

I have already submitted the required documents to verify identity but it is still showing me that your account is suspended, and after submitting it I also received Blue mark on my profile

Can u help me with it?

[#7]

Hi Nikhil,

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.

Thank you,

Pradeep

[#8]

I paid my past due amount but I'm still unable to hire anyone and I still have an error that says my account was suspended

[#9]

Hi Larry,

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.

[#10]

I dont have a support ticket. or do I know how to create one

[#11]

Hi Larry,

Thank you for following up. 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. You can access your ticket on this page.

[#12]

Hi, Can I withdraw money if my Upwork account is permanently suspended?

[#13]

Hi Muhammad,

Thank you for reaching out. You can request this from our team on the same support ticket that is currently open. Please don't hesitate to respond to the ticket should you have further questions or concerns.

[#14]

Please kindly help 🙏

My Upwork account was suspended 5 days ago. I have provided all the requested information but I can not get any meaningful answer from Upwork Support Team.

We have almost 30 people in our agency. They are from Ukraine. This hold is influencing us very much... moreover it's a war in Ukraine... which also influence us a lot.

Our agency was on Upwork for 2 years and we made 600K USD, and we have completed more than 300 projects. We paid tens of thousands of US dollars to Upwork in commission fees and I believe we do not deserve such treatment to us, i.e. silence.

I know that some agencies on Upwork have a chance to have a personal manager who helps them. How to have one?

We want to grow and not be on hold.

Ticket #37416875.

Kind regards,

Myroslav

[#15]

Hi Myroslav,

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.

Please avoid creating several posts for the same concern so that the team could assist you more efficiently. We seek your patience and utmost understanding while sorting this out for you. Thank you!

[#16]

Annie, thanks for your reply! I apologize, but can you please give me more clarity? Can you or your colleagues check my ticket, its status, etc.

Sorry, but this is not what we expected from a company like yours.

In 2 years on Upwork we, i.e., 30 people of my agency (and their families), depend on you (i.e., Upwork), and these people want a concrete answer which they can not get already 5 days.

Kind regards,

Myroslav

[#17]

Annie, do I deserve an answer?

[#18]

Hi Myroslav,

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. 

[#19]

My account was suspended. I was asked to reverify my ID which I did by providing all the relevant documents.

It's still being reviewed. I was asked to comply with ToS moving forward and suggested creating an agency. I am all set and read through the article and wish to create an agency, but I am unable to do so. It's been 5 days since my account has been restricted.

Kindly Advise

[#20]

Hi Jacklyn,

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. We seek your patience and utmost understanding while sorting this out for you. Thank you!

[#21]

Hey Annie,

Awaiting a positive response from the team.

[#22]

The same for me and my agency. 6 days of waiting. No clarity.

[#23]

Hi,

We were scheduled to call today at 8:30 am PST. so I joined at 8:27 am PST and waited for 20 minutes. but nobody was there. Any issues? It's a really bad experience these days...

~Yehor

[#24]

Hi Yehor,

Thank you for reaching out. I can see that you've already updated your support ticket regarding your concern. You can access your support tickets here. Kindly allow some time for the team to follow up with you and assist you further.

[#25]

I have been trying to reach someone (anyone) at UpWork for about 18 hours now regarding an urgent matter!

I have called, I have open a ticket and I have left voice mail messages and yet not a single person has bothered to address my concerns.

I tried reaching someone at UpWork overnight to no avail and it is now nearly 3pm the next day and I have still been unable to contact anyone regarding this very urgent matter and I am growing ever more concerned that if this issue cannot be addressed in a timely manner on a weekday that the odds of me getting any resolution whatsover over the weekend are near zero and that is 100% unacceptable.

What does it take to get someone from UpWork to respond to a Freelancer / Client & Agency Owner in a timely and professional manner?????

[#26]

Hi Mack,

I can see that you've been in contact with the appropriate team about your concern and several support tickets have been set up. Please 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. You can always check this page for updates on those tickets and feel free to communicate with the team if you have questions or need further assistance.

A gentle reminder, please avoid creating several tickets or posts for the same concern so that the team could assist you accordingly and more efficiently. We seek your patience and utmost understanding while sorting this out for you. Thank you!