Account Suspended

[#1]

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!

[#2]

Hello,

I can't post a job from my client account due to the following warning: "We're unable to post your job because your company has been suspended. Contact Upwork Support for more information.". So here I am. Appreciate the help!

Thanks,
Esra

[#3]

Hello Esra,
I am Sujon
Have a good day.

What kind of work do you want to post?

[#4]

Hi Esra,

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you.

[#5]

I have been waiting almost two weeks to get in contact with support and get a reply, they say apeals take 48 hours???

I have a bunch of clients waiting to create and complete milestones but Im having to keep delaying due to my suspension, would realy apreciate if someone from support can help me solve this situation.

[#6]

Hi Omar,

We apologize for any delays. Our team processes tickets in the order that they are received. We've already submitted a follow-up to the team handling your case. Someone from the team will update your ticket and assist you further.  

[#7]

Hello, but this is the exact mesage you sent a week ago, nothing has changed. Please can you let me know the timeframe as I have ongoing client work which looks like im going to have to cancel if it goes on like this.

[#8]

Hi,

A friend of mine working on upwork. He had verified badge on his Id and had a verified badge but still his id got blocked and upwork asked to upload official govt Id that he did. But even after 3 days of uploading Id there is no response from upwork. He is continuously sending mails on the email he got form upwork about suspension but they are not responding and neither he is allowed to post in community.

Is there any way he can get help and get his issue resloved ASAP, he is too worried because Upwork is his main source of income and money is stucked in there and can't event message clients.

Ticket number is : #46295187

Can upwork contact him?

Thanks

[#9]

Hi there,

We won't be able to discuss the status of another user's account for privacy and security reasons. However, rest assured that decisions to suspend a user's account are not taken lightly and without fully investigating for TOS violations.

Please, refer to this help article for general reasons why our Trust & Safety team may take action on an account.

[#10]

So, isn't there chance to hear back from upwork because he was told by upwork in email that after you upload Id, upwork will respond back in 1 day but 3 days have passed he hasn't heard back.

Can you tell why isn't upwork responding him?

[#11]

He is able to login to account and see his profile but not able to message and perform any other task. Is there any chance that he'll get his account back? also why upwork doesn't respond. He said that he upload Id for verification 4 days ago but haven't heard back yet?

kindly guide and respond. thanks

[#12]

Hi there,

We understand how important it is for your friend to have this issue sorted out promptly. However, as Joanne mentioned, we won't be able to share the details of another user's account for privacy reasons.

Your friend should be able to reach out to our support team via the chatbot without having to log in.

To access our support services, it would be best to follow the steps below:

1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
2. Choose the "Chat with Upwork" option to initiate a conversation with our chatbot.
3. Type in a question or topic and click "Send." The chatbot will provide relevant articles related to your question.

We strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.

[#13]

Hi,

He has told me that he has filled up suspension appeal form and it's been 3 days to that request but still nobody has responded him and event another ticket on the same issue is open for 7 days now but no one is bothering responding him. I mean what else he should do he has uploaded his Id already but no one is responding him. Can you help him? His latest ticket number is #46357966

Please help him, he is the needy and hardworking person

[#14]

Hi,

He has told me that he has filled up suspension appeal form and it's been 3 days to that request but still nobody has responded him and event another ticket on the same issue is open for 7 days now but no one is bothering responding him. I mean what else he should do he has uploaded his Id already but no one is responding him. Can you help him? His latest ticket number is #46357966

Please help him, he is the needy and hardworking person

[#15]

Hi, Upwork support guys. I really need your help! On March 22, I received a notification that I have to verify my account again. An open ticket appeared, which had an active link to download documents to prove my location and identity. I added a scan of my bank statement and a scan of my ID documents (passport issued in my country). I successfully passed the identity verification on March 25, I received an email that my identification has been reviewed and accepted (I attached a screenshot on 03/25/2024). I continued working. Suddenly on March 28, my account was blocked again and I received an email stating that my ID document is fake (I have attached a screenshot on 03/28/2024). But this is a terrible mistake. I've written an email to support, but all I get is boilerplate replies that the decision can't be changed. Now support has stopped responding at all.
Help to solve this issue. All my documents are real, I am ready to show them via video link and flip through every page in front of the camera. On March 29, I received the last letter from the Video Verification department that my account was blocked (I attached the scan on 03/29/2024). But no one contacted me and I did not go through video verification. Just by some mistake Upwork system thought that my passport was fake.
All my contracts have closed, for a week now my clients can't get the result of the work done from me, both me and Upwork are losing money because of this terrible mistake.
I am willing to undergo any checks and verification of my identity and my documents. Please help me to solve this issue. All my documents are real and maybe it's just a system glitch that unfairly locked my account.

[#16]

Hi Irina,

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. I'm sorry to learn about this experience, and we understand how important it is for this issue to be resolved immediately. Rest assured that one of our agents will contact you on this page with further assistance.

[#17]

Hello again. On March 30, I posted a thread on the forum about my account being locked by mistake. The thread was deleted from the forum without reply. I have an open request (46366334) to support about this issue. But it also remains unanswered so far.
I will duplicate my question here again. Please help me to solve it.

Hi, Upwork support guys. I really need your help! On March 22, I received a notification that I have to verify my account again. An open ticket appeared, which had an active link to download documents to prove my location and identity. I added a scan of my bank statement and a scan of my ID documents (passport issued in my country). I successfully passed the identity verification on March 25, I received an email that my identification has been reviewed and accepted (I attached a screenshot on 03/25/2024). I continued working. Suddenly on March 28, my account was blocked again and I received an email stating that my ID document is fake (I have attached a screenshot on 03/28/2024). But this is a terrible mistake. I've written an email to support, but all I get is boilerplate replies that the decision can't be changed. Now support has stopped responding at all.
Help to solve this issue. All my documents are real, I am ready to show them via video link and flip through every page in front of the camera. On March 29, I received the last letter from the Video Verification department that my account was blocked (I attached the scan on 03/29/2024). But no one contacted me and I did not go through video verification. Just by some mistake Upwork system thought that my passport was fake.
All my contracts have closed, for a week now my clients can't get the result of the work done from me, both me and Upwork are losing money because of this terrible mistake.
I am willing to undergo any checks and verification of my identity and my documents. Please help me to solve this issue. All my documents are real and maybe it's just a system glitch that unfairly locked my account.

[#18]

Hi Irina,

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.

[#19]

Thank you for your response. But no one's answering me. My account has been locked for a week now.

Why aren't you answering the question of what happened to the verification system? Why do freelancers get accused of falsifying ID and have their accounts blocked?

[#20]

Thank you for following up, Irina. 

I understand your frustration and I assure you that I shared your post with the team handling your case. I encourage you to communicate with our team directly on your ticket and they are the ones that can best assist you. 

I won't be able to share any specific about your case here in Community. 

[#21]

No one is responding to my request 46366334 to customer service. It has already been 3 days.
Why do you not solve this issue?

[#22]

My account shows suspended.  I have tried getting help through the chatbot for over 45 minutes.  I have 2 payment methods on file that have both been verified.  I have purchased additional connects and am not able to use them due to this issue.  I would like my account reactivated or my money back.  It's been 5 days.  Should not be this difficult to contact support.

[#23]

Hi Leslie,

I’ve escalated your community post to a support ticket. We understand how you want this issue with your account resolved. One of our agents will be in touch with you soon to assist.

[#24]

Hi,

My account was blocked on 20/03/2024 and my money was reversed on the same day. Including two already closed and paid contracts (PS: one of the contracts already paid in February) and one current contract.

I updated my details and my account is unblocked on 26/03/2024. However, the money is still reversed. Customer support told me my money had been returned to the client, but I asked my client on the same day, and she told me she didn't receive any money.

I replied to my request on 27/03/2024 and did not get any feedback. It's been four days.

How can Upwork reverse my money to the client without asking me first? In particular, the fund is already paid and on my account.

Also, how could I get my money back? I did well at my job and client give me bonus as well, it's unfair if Upwork takes my money this way.

Is there anybody has the same problem before? I hope Upwork can help me with my issue.

Thanks

[#25]

Hi Culisia,

I can see that you're already communicating with the relevant team via a support ticket regarding your concern. I will follow up with the team handling your request to expedite a response to 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.

- Pradeep

[#26]

Hi Pradeep,

You've mentioned I've already communicated with the relevant team and I can see the last activity is on Saturday. It's been another three days since you replied. It there any update?

Thanks