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d2cac8a2
Community Member

How do I contact support? Know your customer has been going on for a week

I have been an Upwork client for 8 years and have never had a problem until this week. My account now has a message: 

Some of your services are temporarily on hold.

We are completing 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, please contact Upwork Customer Support.

 

I cannot figure out how to contact Upwork Customer Support to get this resolved. It has been well over 48 hours. No one has reached out about Know Your Customer verification. I have weekly work that needs to be completed by contractors for my business and it is now blocked.

3 REPLIES 3
nycjoseph
Community Member

Hey Joseph, Thanks! I looked there but I don't see any way to open a ticket or actually talk to support? Am I just missing it? I found a bunch of knowledge base articles but nothing where I can actually talk to a person about my account. 

Hi Emma - I'm sorry to say that now I can't figure it out either! I was able to submit a ticket just the other day, and it got answered within a couple of hours, but the link isn't where I expected it to be when I just checked. So, either 1) I'm lame (likely), or 2) it's a dynamic thing based on your interactions with the support page. If it's (1), then that's all there is to it. In case it's (2), then my sequence was going to the above link, then clicking on the "Get Support" chat icon, as shown...

nycjoseph_0-1699988248177.png

 

I argued with the AI for a bit and then it said I may need to contact support directly, "Click on the links under your subject". So I went to the subject panels, and found a link that said "contact support" and that got me in. However, I can't find that "contact support" link anymore. So, MAYBE it's sequence sensitive? Or, of course, I just got lucky finding it the first time.

 

Maybe someone else can advise?

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