Mar 1, 2023 11:42:54 AM Edited Mar 1, 2023 12:03:33 PM by Mikhail S
Hello, I emigrated from Russia to Georgia.
I have all the documents, registered a business in Georgia. I live permanently in Georgia.
However, for a long time I can not recover my Upwork account with a high rating
When I try to login, I get this message:
We're sorry, your account has been locked because we've suspended operations in Russia and Belarus.
When I send an email with documents to this email address support-appeals(a)upwork.com I get this automatic message:
This email address is not monitored.
This form doesn't work for me:
https://support.upwork.com/hc/en-us/articles/5313574196627-Appealing-an-Account-Suspension
After submitting the application, I get this automatic message:
We see you submitted a request to appeal an Upwork account suspension.
However, the account you submitted it for either doesn't exist or is still active (not suspended).
If you submitted the form by mistake, no worries, we've disregarded it. If you have other questions, please visit Upwork Help to contact our support team.
Since I can't get help anywhere, I had to create a temporary account to request help. I know about the ban on having a second account.
Please understand me. I will provide all the necessary information. I did not violate any rules, I became a hostage of the criminal Russian regime. My family and I have finally moved to a safe place (country of Georgia) and I really want to restore my account so that I can continue to develop cool projects! Please help me recover my account 🙏
Solved! Go to Solution.
Mar 1, 2023 12:53:25 PM by Arjay M
Hi Mikhail,
Thank you for reaching out and we certainly understand your concern to restore your main account. I can see that you've already raised a support ticket regarding your concern. I've also submitted a follow-up directly to the team handling your case for further review. Please 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 they will surely reach out to you on the email associated with the account you need assistance with.
Mar 1, 2023 12:53:25 PM by Arjay M
Hi Mikhail,
Thank you for reaching out and we certainly understand your concern to restore your main account. I can see that you've already raised a support ticket regarding your concern. I've also submitted a follow-up directly to the team handling your case for further review. Please 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 they will surely reach out to you on the email associated with the account you need assistance with.
Apr 7, 2023 01:54:12 AM by Evgeny D
I have exactly the same situation. Can't log in due to suspension and have same answer apealing that form.
"However, the account you submitted it for either doesn't exist or is still active (not suspended)"
Can not find any way to contact any human from support besides creating a new account.
I'll be really greatful if you could help me as well.
Thank you
Apr 7, 2023 05:04:19 AM by Pradeep H
Hi Evgeny,
Could you please click on my name above this post and send me a private message with the registered email address for the account in question?
Thank you,
Pradeep
Nov 16, 2023 09:51:58 PM by Marat K
Hello!
I have the same problem. I moved from Russia to Serbia but my account is blocked. Can not find any way to contact any human from support from my account besides creating a new account. Сan not provide my documents for verification.
I'll be really grateful if you could help me as well.
Thank you
Nov 17, 2023 12:04:14 AM by Pradeep H
Hello Marat,
I see that you're already communicating with the relevant team via a support ticket 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
Mar 15, 2024 07:08:25 AM Edited Mar 15, 2024 08:36:04 AM by Luiggi R
Hello!
I created a ticket, but they didn't help me.
My wife is an Upwork freelancer, and her account has been suspended because she is a Russian freelancer.There is the account: **Edited for Community Guidelines**
She cannot not login (and create a ticket by herself), because of the message: "We're sorry, your account has been locked because we’ve suspended operations in Russia and Belarus. Learn more here."
We moved to Croatia and have ID's and other documents.
Appealing in the form is not working (https://support.upwork.com/hc/en-us/requests/new?ticket_form_id=5183853486483&nonce=1710509227167), because of the message: "However, the account you submitted it for either doesn’t exist or is still active (not suspended)."
There were no additional emails about suspending and she cannot reply to them.
Without logging in there is no way to "reach out to your Support Team".
Thank you!
Mar 16, 2024 02:34:49 AM by Luiggi R
Hi Mikhail,
Thank you for bringing this to our attention. I notified the team who will be assisting your wife and can confirm that they've contacted her directly via a support ticket to assist her further with this. We're sorry for any inconvenience this may have caused, and thank you for your patience.
Jun 3, 2024 10:58:49 AM by Elina L
Hello! I am having exactly the same issue as almost everybody here. I am Russian, reside in Italy with my italian partner, have all documents from residence permit to tax numbers, but cannot unlock my upwork account. Tried contacting through the chat, filled the form. When I try to log in it says "We're sorry, your account has been locked because we’ve suspended operations in Russia and Belarus. Learn more here." When I request to unblock it, I get: We appreciate you reaching out to us with your appeal concerning the suspension of your Upwork account. Upon diligent review of your case, we have determined that the account you referenced is either not found within our database or is active without any suspensions noted. This is a vicious circle I cannot solve. Had to create another account (was afraid to do it before as I know it means a lifetime ban), but there is no other way to solve it, it seems. Would really appreciate the help! Thank you!
Jun 3, 2024 04:26:53 PM by Arjay M
Hi Elina,
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 further assistance in addressing the issue with your main account.
Jul 4, 2023 09:18:21 AM by Yuriy T
Hello!
I have the same problem. I moved from Russia to France but can't unblock my account. On submitting the appeal form i got an email from Upwork with "... account you submitted it for either doesn’t exist or is still active (not suspended)."
Chatbot didn't help.
Could you please help me to solve the issue?
Jul 4, 2023 10:32:38 AM by Nikola S
Hi Yuriy,
I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Apr 16, 2024 08:01:40 AM by Gurban G
Hi, I have same issue. Can you help me on that. I read the previous conversations. When I click to your profile it says "This profile is no longer available.". I need your help
Apr 16, 2024 10:10:31 AM by Arjay M
Hi Gurban,
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 to coordinate and assist you further with your main account concern.
Jul 19, 2023 11:14:59 PM by Roman M
I have the same issue. I get blocked out when I try to log in.
When I submitted the appeal, I got "the account you submitted it for either doesn’t exist or is still active"
I moved to Kazakhstan and live here, but unable to restore my account.
Jul 20, 2023 12:40:27 AM by Pradeep H
Hi Roman,
I am sorry to hear about the action taken on your account. Could you please click on my name above this post and send me a private message with the registered email address for the account you are referring to?
Thank you,
Pradeep
Jul 31, 2023 04:38:59 AM by Nikita K
My wife has the same problem. We moved to another country and even changed our citizenship, but she still can't log in to her account. How can she contact support other than email? Email support is no longer responding(
Jul 31, 2023 05:27:16 AM by Nikola S
Hi Nikita,
I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Jul 31, 2023 11:59:52 PM by Alex D
I have the same issue. I have relocated from Russia and unable to recover my account.
I can't log into my account as I get the message: "We're sorry, your account has been locked because we've suspended operations in Russia and Belarus.".
When I submit the appeal form, I get an email that says: "However, the account you submitted it for either doesn’t exist or is still active (not suspended)." and no other response.
Tried to contact the support through the chat but didn't get a non-automated response.
Could you help me?
Thank you.
Aug 1, 2023 04:55:29 AM by Annie Jane B
Hi Alex,
Thank you for reaching out. Are you referring to this account you're posting from? Could you please click on my name and send me more information via PM?
Aug 1, 2023 08:55:53 AM by Alex D
Hi Annie,
I don't see an option to send you a PM. I'm currently using a newly registered account as I can't use my old one. Probably the new account is restricted from sending PMs.
Thank you.
Aug 1, 2023 10:27:56 AM by Nikola S
Hi Alex,
Thank you for following up. Could you please try again to send a PM?
Aug 9, 2023 03:18:45 AM by Alex D
Hi Nikola,
I sent you a PM with my account details last week but still no response, could you check your message, please?
Thank you
Aug 7, 2023 10:16:09 AM by Nikita K
Hi!) thanks again for your help!
My wife is still in the process of getting her account back. The support told her that she can attach various documents to prove her location and she attached her ID and bank statement. But the address on the bank statement is not up to date, since we opened the bank account we have moved to another apartment in the same country but the address on the bank statement is still the old address. She received an email that says The ID you provided is acceptable; however, the statement you provided is not. Please update your address on file to your current address. To do this go to settings>>contact info>>location.
And she doesn't know what to do? Can she give her current address as it is listed in her ID (in Israel her current address is listed on the paper attachment to her ID card) or does she have to change her address to the one listed on the bank statement in her upwork profile? Or maybe she can attach a rental agreement as proof of her current residence?
Aug 7, 2023 11:47:08 AM by Nikola S
Hi Nikita,
Please note that for privacy reasons, we cannot share information about another’s user’s account which we hope you understand. It would be best if your wife communicates directly with our support team as they are the ones that can best assist her.
Aug 2, 2023 11:22:58 AM by Julia E
Hi!
I have the exact same issue as the original poster.
I moved to another country, however, my appeal application doesn't get through (the same error about "your account is still active"), and the "support-appeals" email isn't monitored.
I'd be grateful if your team could help me recover access to my main account.
Thank you!
Aug 2, 2023 01:09:07 PM by Arjay M
Hi Julia,
We certainly understand your concern. Could you please click on my name and send me a PM with the email address associated with the account you need assistance with? I'll look into that and assist you accordingly. Looking forward to your message.
Aug 3, 2023 07:03:35 AM by Julia E
Hi Arjay,
Thank you for getting back to me so fast! I'd love to send you a PM, however, I don't see any button in your profile that would allow me to do that. Could it be that I can't send messages to moderators? I'd appreciate your further assistance! Thank you!
Julia
Aug 3, 2023 07:37:00 AM by Luiggi R
Hi Julia,
I am stepping in for Arjay here. Can you log out, log back in and check again now? I believe that you should now be able to send a private message.
Oct 6, 2023 05:23:40 AM by Anton V
Hello. Unfortunately, I encountered exactly the same situation. Can I also get assistance?
Oct 6, 2023 06:42:04 AM by Luiggi R
Hi Anton,
Can you please click on my name and send me a private message with the registered email address of the account in question? I'll be happy to assist you further.
Nov 2, 2023 06:19:26 AM by Marat K
I've got the same issue - moved to Serbia and appeal process says that my account "is still active (not suspended)"
Can you help me? Opened moderators profiles but didn't find any way send private message with my main account email info
Nov 2, 2023 07:56:33 AM by Luiggi R
Hi Marat,
Can you check now and see if you can send me a private message with the information? We'll be happy to look into it.
Nov 15, 2023 06:23:37 AM by Marat K
Hello, I can't send identity verification documents. Please send a working link to verify my identity
Nov 3, 2023 09:11:34 AM by Anna S
Hi! I've got the same issue - moved to Norway and appeal process says "the account you submitted it for either doesn’t exist or is still active (not suspended)."
Can you help me?
Nov 3, 2023 12:53:23 PM by Arjay M
Hi Ana,
Could you please click on my name and send me a PM with more information about the account you're referring to? I'll have that reviewed and assist you accordingly. Looking forward to your message.
Nov 13, 2023 12:27:35 PM by Anna S
Hi Arjay! I've messaged you a week ago but still got no answer. Could you please check your PMs?
Nov 13, 2023 04:25:34 PM by Arjay M
Hi Anna,
We apologize for not being able to get back to you sooner. I've immediately escalated your concern to the appropriate team for further review. Kindly expect an update from one of the team members on this page with more information and further assistance.
Mar 12, 2024 07:03:09 PM Edited Mar 13, 2024 03:54:55 AM by Nikola S
I have exactly the same situation. Can't log in due to suspension and have same answer apealing that form.
We see you submitted a request to appeal an Upwork account suspension.
However, the account you submitted it for either doesn’t exist or is still active (not suspended).
If you submitted the form by mistake, no worries, we’ve disregarded it. If you have other questions, please visit Upwork Help to contact our support team.
I need your help, I'm so helpless right now and don't know what to do, I'm compelled to sign up for a new account for help.
**Edited for Community Guidelines**