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Hassaan's avatar
Hassaan K Community Member

Account Suspended

Please resolve my issue !!
I am not able to submit proposals as it says "you can't submit a proposal because your account is suspended.".
However, when I submitted an appeal to unsuspend my account they responded that my account is not suspended. Please resolve my issue.
I'm not getting a proper support on this. I've been only asked to clear cache & cookies & I've tried it several times but doesn't work. Also, the same issue persists on mobile app. There must be a technical issue then. Please investigate this matter.

Thank you!

ACCEPTED SOLUTION
Nikola's avatar
Nikola S Retiring Moderator

Hi Hassaan,

 

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 on this page 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!

~ Nikola

View solution in original post

1,779 REPLIES 1,779
Valeriy's avatar
Valeriy K Community Member

Good afternoon, I have the same problem, I wanted to file an appeal for restoration, but I received a letter that my account either does not exist or it is not blocked, although its registration was in 2019. Through the chat bot, I tried to explain my problem, I received an answer to my mail that my problem would be considered within 48 hours, attaching a link to a ticket from those support, but the problem is that I can’t see this ticket, because I need to log in your account to see the ticket, I had to register another account to write on the forum about this problem, I hope technical support will help solve this problem

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Valeriy,

 

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue. Please allow our team 24-48 hours to review your request and reach out to assist you further. You can access your support tickets here.


~ AJ
Upwork
Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Eyuel,

 

Thank you for reaching out to us. I checked on your support ticket and it looks like our team advised you to verify your account. They have provided you with a link where you can submit the required documents. Please refer to your ticket and don't hesitate to reply to the same ticket thread should you have further questions or concerns.

 

You can access your support tickets here or you may respond directly to the corresponding email sent to your email address.


~ AJ
Upwork
Akinnagbe's avatar
Akinnagbe A Community Member

My account is restricted until I verify my identity and I have done that but still yet my account is under restricted how can solve this

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Akinnagbe,

 

Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you via a support ticket to assist you further. You can access your support tickets here.


~ AJ
Upwork
Jevgeni's avatar
Jevgeni S Community Member

Hello!

 

I was notified that my account has been suspended and was instructed to contact customer support. After speaking with them, I was informed that the Trust & Safety team had sent me an email outlining steps I need to take to restore my account. However, upon checking my email, I found no such message.

The customer support representative suggested that I check My Requests, where I found a request to verify my account that had been marked as solved three days prior.

 

In order to recover my account quickly, what steps should I take?

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Jevgeni,

 

Thank you for your message. I am sorry to hear about the action taken on your account. Please follow the steps listed on the support ticket that requests you to verify your account. 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

Arooba's avatar
Arooba A Community Member

I am trying to applying on jobs but just unable to send any proposal. Kindly tell me the solution as I did not receive any notification regarding this matter.

 

Looking forward to hearing from you.

 

Regards,

Arooba

Pradeep's avatar
Pradeep H Retired Team Member

Hi Arooba,

 

Thank you for your message. I checked your account and noticed that your Upwork account has been placed on hold. I can see that one of our team members has already notified you about the same via a support ticket. 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

Dmitrii's avatar
Dmitrii O Community Member

Hi Upwork team and Community!

 

I am trying to appeal suspension of my old Russian-based account after moving to another country. But nothing happened. Just got email with text "However, the account you submitted it for either doesn’t exist or is still active (not suspended)."
My appeal request #40540749

Could you help me restore my acc?

Thank you!

Andrea's avatar
Andrea G Community Manager

Hi Dmitrii,

 

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.

 

~Andrea
Dmitrii's avatar
Dmitrii O Community Member

 Thanks, I'll wait

Zahra's avatar
Zahra N Community Member

Dear Upwork Support Team

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Zahra,


We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.


~ AJ
Upwork
Richard's avatar
Richard M Community Member

Suport andTrust and Safety needs to understand that some freelancers are Dyslexic, this affect the ability to understand some of the TOS

 

I have been banned, I have 5500 hours 250 k earnings I have worked on Upwork for 6 years.

 

If there is an issues or Concern it has to be explained to me clearly, so i can understand it. and what actions i need to take. the should be a check box i can tick. etc. 

 

Support, and  Trust and safety needs to understand that while there are bad actors there are also people with Dyslexia, who are doing there best to follow the rules and need help.

 Please dont discrimnate against me.

 

Thanks so much

Pradeep's avatar
Pradeep H Retired Team Member

Hi Richard,

 

Thank you for your message. I am sorry to hear about the action taken on your account. I can see that you've raised a support ticket regarding your concern and one of our team members is already assisting you. 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

Zahra's avatar
Zahra N Community Member

Dear Upwork Support Team,

I am Faiza Ali and I am writing this from my friend's account because I don't have access to my own account
I am writing to urgently appeal the suspension of the Upwork account of my Upwork Account. ( https://www.upwork.com/freelancers/~01190d1b6ea47b5dba). I was surprised by the suspension and would like to address the issue promptly to resolve any misunderstandings or violations that may have occurred. I didn't receive any email from Upwork explaining the reason. 

I have been an active and dedicated member of the Upwork community for the last 3 years. Throughout my time on the platform, I have consistently maintained a high level of professionalism, adhered to Upwork's policies, and received positive feedback from clients.

I kindly request your assistance in providing specific details regarding the reason for my account suspension. This information will enable me to identify any shortcomings on my part and take immediate corrective actions.

I genuinely value the opportunities Upwork has provided me, and I am committed to rectifying any issues and ensuring compliance with all guidelines moving forward. 

Thank you for your prompt attention to this matter. I look forward to your swift response and the opportunity to continue contributing to the Upwork community.

Sincerely,
Faiza Ali

zahranooreen_0-1684745365587.png

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Zahra,

 

I can see that you've raised a support ticket regarding your concern and one of our team members is already assisting you. 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

Magnus's avatar
Magnus A Community Member

Your account is suspended. Please check your email for more information or contact Customer Support.

PLEASE WHAT SHOULD I DO IS MY ACCOUNT PERMANENTLY BLOCKED ? 

Andrea's avatar
Andrea G Community Manager

Hi Magnus,

 

I checked but don't see any limitations on your account at the moment. Could you please confirm if you're referring to a different account? If so, please send me the account details via private message so I could check.

 

~Andrea
Magnus's avatar
Magnus A Community Member

i get this message anytime i try to login into my account

"Your account is suspended. Please check your email for more information or contact Customer Support."

please what should i do? is my account permanently blocked all i did was opt for visual verification after getting paid for by a client 

Jon Pauline's avatar
Jon Pauline R Community Member

Hi

I have 11 connects but I can't apply to any job. Can someone help me?
Also why can't I buy connects even though I have money in my upwork account

 

Thanks
Pau

Javed's avatar
Javed A Community Member

Pau, did you try a different browser? or clear the cookies of the browsers and then try. I hope this problem will sort it out. 

Otherwise, connect with the Upwork support team. They will help you in this regard. 

 

 

Javed Aslam
Jon Pauline's avatar
Jon Pauline R Community Member

It's still not working 🥲🥲

Andrea's avatar
Andrea G Community Manager

Hi Jon,

 

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.

 

~Andrea