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TK's avatar
TK L Community Member

How Do I Reopen Closed Account

in attempt to close my client account and keep the freelancer side of it, i closed my whole account! and i don't have a clue about how to get it back so please help me, thanks in advance.

PS: I'm using this fake account just to access this chat box.

 

ACCEPTED SOLUTION
Annie Jane's avatar
Annie Jane B Retired Team Member

Hi TK,

 

If you need help restoring your account, we’ll need to ask you to confirm some private account details in order to help you. At Upwork, protecting your privacy is our priority. With this in mind, it would be best if you reach out directly to our support team so they can assist you within a private and secure channel of communication. 

 

How do I reach a human in customer support?

 

  1. Please visit Contact Support and click the 'Chat with Upwork' button.
  2. Type a question or topic and select 'Send'. The bot will find relevant Help articles for you.
  3. The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
  4. From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.

 

Update:

 

Hi all,
 
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!

~ AJ
Upwork

View solution in original post

704 REPLIES 704
Md's avatar
Md S Community Member

Reach out to Upwork's support team as soon as possible. Explain the situation clearly and provide any necessary details, such as the account username or email address associated with the closed account.

Barbara's avatar
Barbara O Community Member

Support is useless- I've been trying to resolve issues since Thursday and nothing has changed

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Brian,

 

Thank you for reaching out. Could you please click on my name and send me a private message with the registered email address of the account in question? I'll gladly look into it.

~ Luiggi
Camila's avatar
Camila C Community Member

I had to create a new Upwork account because I lose access to an old email which it was very unfortunate. I used to have expierence with some jobs through Upwork and I built a reputation, and because of that I keep receiving job offers that I am not able to take. The only reason I keep receiving those notification is because I setted up a second email which I still have access, but I can not use this email as the "main email" to access to this account. I don't know what to do. 

 

Is there any way I can verify my whole identity? so I can access again to my account. 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Camila,

 

Thank you for your message. Could you please click on my name above this post and send me a private message with more information? 

 

- Pradeep

Fathi's avatar
Fathi A Community Member

Hello Evreyone!

 

After returning from Italy to Tunisia for a long time, I had issues with my Italian documents.
The fact is that my papers have expired and I’ve been told by someone that he can change the date of my driving license. I am asking for your help to reactivate my account (100% JSS )with Upwork.
I’m simply becoming sick without Upwork.

Thank you.

Nikola's avatar
Nikola S Retiring Moderator

Hi Fathi,

 

Could you please click on my name and send me a PM with more information about the account you are referring to? I will be sure to look into your report and escalate it accordingly.

~ Nikola
Fathi's avatar
Fathi A Community Member

Hello Nicolas,

Thank you for your prompt response.

Here attached the email I received from upwork.

 

Thank you.

 

**Edited for Community Guidelines**

Jennifer's avatar
Jennifer M Community Member

My name is **Edited for Community Guidelines** and I have 2 profiles. I am unable to get in to the original account due to the fact that I don't have any access to the email. It's already charging me for my freelance services but I simply cannot get in. Can someone please assist. The second one was made in error. My new email is**Edited for Community Guidelines**I included a photo because I am certainly not the only person named Jennifer 

thank you 

Jennifer, TX

Arjay's avatar
Arjay M Retired Team Member

Hi Jennifer,

 

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
Bulat's avatar
Bulat E Community Member

My account working fine.  

Then, I was asked to confirm my identity and location again (I did it before)
I've sent the necessary documents again. They were accepted. But then I received a message that my account was closed. (I was not verified) I can only write to support from it, but she does not respond.

And I'm not alone. AI blocks my friends' accounts too

What we can do? 

Best regards

 

 

 

Irina's avatar
Irina S Community Member

I had the same situation happen to me. My passport is real, I can provide a video of me flipping through each page in front of the camera. But the support doesn't answer me. I have seen so many comments on social networks (Linkedin, Instagram, Twitter) about Upwork verification system blocking accounts of people from different countries, accusing of falsifying ID.

Nikola's avatar
Nikola S Retiring Moderator

Hi Bulat,

 

Could you please click on my name and send me a PM with more information about the account you are referring to? I will be sure to look into your report and escalate it accordingly.

~ Nikola
Bulat's avatar
Bulat E Community Member

Hi, Nikola!
Thank you for your response!

Could you check my account please?

Email: 
**Edited for Community Guidelines**

Name: Bulat Ermakov

Thank you very much ❤️

 

Nikola's avatar
Nikola S Retiring Moderator

Hi Bulat, 

 

Thank you for following up. I checked and it looks like 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 pageYou should use your original account to access the ticket. 

~ Nikola
Irina's avatar
Irina S Community Member

Nikola hi! Bulat is my friend, we moved to Poland together. And our accounts were blocked by upwork, accusing of falsifying ID. Bulat doesn't have access to his original account. He can't contact you. Why are you providing a link if you know he doesn't have access to his account. It doesn't solve the problem. We have been asking for help for a week now. The upwork verification system is buggy. No one wants to fix it. Every day I see new reports of the same erroneous lockouts. What should we do? How to restore our accounts?

Nikola's avatar
Nikola S Retiring Moderator

Hi Irina,

 

When a ticket is created, you can view it from your Upwork account, and likewise, an email is sent to the email address you have on file. If the user is unable to log in to your Upwork account to check the ticket, they can check their email. If it's not in inbox, kindly try checking the spam folder. 

~ Nikola
Veranika's avatar
Veranika K Community Member

Hi, I've been having a problem with my account during last 2 weeks.

 

Upwork requested re-verification of my account and I sent all requireed documents. Auto-generated email from suppot service informed me that I need to reupload documents and I uploaded my utility bills again. But after several days I got an email saying that now my ID passport is fake and it's absolute nonsense because it's a government document. Support servics didn't respond to my emails and tickets then and permanently suspended my account in several days. 

I can see a lot of user eperiencing the same problem. Is there a way to solve it and restore account? I've been working using Upwork more than 5 years and this situation is very bad. My login is arratasan and email is **Edited for Community Guidelines**

 

Arjay's avatar
Arjay M Retired Team Member

Hi Veranika,

 

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. I've also shared the information you provided for the account you need assistance with. Rest assured that one of our agents will be reaching out to you to coordinate and assist. 

 

~ Arjay
Upwork
Artem's avatar
Artem V Community Member

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Please help me 🙏 I dont understand what to do!!!

Jemes's avatar
Jemes M Community Member

😔

Jemes Mondol
Luiggi's avatar
Luiggi R Retiring Moderator

Hi Artem,

 

Thank you for reaching out. Could you please click on my name and send me a private message with the registered email address of the account in question? I'll gladly look into it.

~ Luiggi
Vlad's avatar
Vlad S Community Member

I had an account long ago on upwork, working on a very long term contract. It was closed due to duplication as I was also working in an agency at that time in parallel and didn't want to share history between accounts. But now I returned to upwork and want to work as individual. Though I would gladly appreciate having my past history be present in my current account. Is it possible to update history on current account from the previous one?

Mykola's avatar
Mykola A Community Member

No. Multiple accounts is rules violation. You must restore original one and delete all bots.

Mary's avatar
Mary W Community Member

I pinged the moderator to help with this.