๐Ÿˆ
ยป Forums ยป Support ยป Account Suspended
Page options
hk1997
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
NikolaS
Moderator
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
Upwork

View solution in original post

1,779 REPLIES 1,779
0f1d8802
Community Member

Hello!

I am new to Upwork, and have applied to many postings, and accept one offer and am wanting to accept another.

However, my accept offer  button and my apply now button is grayed out and I cannot click on them.  The chat bot is not very helpful.  Anyone know why this would happen?

 

Thanks

Kristen W.

This happens when you've already applied for the job, the job is no longer available or the posting has been removed. Check on the top left and know which prompt is displayed.

ArjayM
Community Member

Hi Kristen,

 

I've shared your report with our support team and raised a ticket to address your concerns. One of the team members will contact you on this page with more information and further assistance.

 

~ Arjay
Upwork
238b5dc9
Community Member

Hi Kristen

f6245bdc
Community Member

I want to edit my last name in profile to be as the the last name in id to verify my identity and remove suspended but the website doesn't accept that l need to edit the last name to be as identical as id. I need help in this please. My account is suspended and I can't apply prposals

Hi Ahmed,

 

I am sorry to hear about the action taken on your account. I can see that you're already communicating with one of our team members regarding your concern. 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

Upwork
f472dfdb
Community Member

Hi,

 

I have a serious issue with my client account. Today I posted a job, a freelancer has applied for my job, then I was going to send a message to him before hiring. Then Upwork showed, that before sending messages, I needed to add a billing method. I was going to add my billing method, but then they showed a red notification on top of my account, please check the attached ss. I understood that Upwork is checking my client account since I haven't hired anyone before from my client account. But why is it showing on top of my freelancer account as well? I've successfully crossed my 9 weeks to be a Top-rated freelancer, will this hold effect on my freelancer account and top-rated eligible weeks? I'm very concerned about it. Please anyone let me know. Thanks

 

f472dfdb_0-1711433587522.png

 

Hi Noor,

 

Thank you for your message. As seen in the screenshot attached to your post, we have initiated a Know Your Customer review of your account. This process should be completed within 24 to 48 hours. If the hold on your account is not removed within 48 hours, feel free to message us again.

 

- Pradeep

Upwork
2e4541b5
Community Member

Hi Ms. AveryO, 

 

I hope this message finds you well. 

My concern is not related to the topic however, this is the only way I know to reach you.

Just this morning  (MNL Time) I got accepted for a job with a client who is looking for a social media manager, I was happy to have a client I can work with. He/She asked me to process a cryptocurrency transaction and paid me on Upwork to make sure that the transaction was clean and that the payment I received for the service and the reimbursement of my expense is paid duly. Then in the afternoon (MNL Timezone) I received an email regarding the suspension of my account. I am utterly shocked and worried about my other client and the payment I am to receive for the services I did for 2 weeks. I have complied with the email that was sent to me and yet I don't have any update as to what step should I take next. I can't afford to lose my other client since the job is my only source of income. And I can't communicate with him outside the platform since we only communicate through Upwork Message.

 

What should I do? Will you please elighten me and help me? It would really mean a lot to me! 

 

Thanks, 

 

Eileen Mae Bernolo

 

Hi Eileen,

 

I see that there's already a support ticket regarding your concern where the team shared more information about your account status. Kindly continue communicating with them via your ticket so that they can assist you further. 

~ Luiggi
Upwork
2e4541b5
Community Member

I've been updating regularly and there aren't any replies. There is an offer that I don't want to miss but I might miss it because I'm still blocked ๐Ÿ˜ž 

 

 

86052720
Community Member

I received my first contract. Everything i've been reading says I should be able to take more than one contract at a time. However, when I go back to review jobs, the "apply" option is grayed out.  I understand there are several possible causes: ID verification, payment issues, etc. I have attempted to review all of these things on my profile, and I'm baffled. Other than ID verification, which appears to be awaiting manual review from Upwork, there is no other missing or flagged information.

 

Thank you,

Laura

ArjayM
Community Member

Hi Laura,

 

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 with more information and further assistance.

 

~ Arjay
Upwork
2e4541b5
Community Member

Hi Arjay, 

 

My account was reinstated already however, I cannot find a certain pay on my account. I have screenshots to prove that the pay should reflect on my account but I don't know who to reach out to. Thank you for responding in advance.

 

- Eileen

Hi Eileen,

 

I see that you're already communicating with our team via 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.

- Pradeep

Upwork
d769f9d0
Community Member

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

Hello Esra,
I am Sujon
Have a good day.

What kind of work do you want to post?

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.

~ Joanne
Upwork
4db4ccfc
Community Member

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.

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.  

~ Joanne
Upwork
4db4ccfc
Community Member

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.

c9846aef
Community Member

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

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.
~ Joanne
Upwork
c9846aef
Community Member

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?

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

ArjayM
Community Member

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.
 
~ Arjay
Upwork
c9846aef
Community Member

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

c9846aef
Community Member

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

bf293be3
Community Member

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.

ArjayM
Community Member

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.

 

~ Arjay
Upwork
bf293be3
Community Member

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.

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.

~ Nikola
Upwork
bf293be3
Community Member

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?

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. 

~ Nikola
Upwork
bf293be3
Community Member

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

a444b587
Community Member

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.

ArjayM
Community Member

Hi Leslie,

 

Iโ€™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.

 

~ Arjay
Upwork
853183f6
Community Member

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

 

 

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

Upwork

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

Latest Articles
Featured Topics
Learning Paths