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08620ae1
Community Member

I emigrated and can't recover my account

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 🙏

ACCEPTED SOLUTION
ArjayM
Moderator
Moderator

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.

 

~ Arjay
Upwork

View solution in original post

127 REPLIES 127
c4ac8c0f
Community Member

Dear Joanne, can you see my reply? I really need your help, I am very helpless right now, posting threads that no one is replying to, and I can no longer provide service to my clients. Please help me, I swear I didn't break any rules, but I can't log in to my account and I can't do anything!

c4ac8c0f
Community Member

I'm sorry to bother you. Please help me.

Dear upwork management specialists。my account is suspended and I can't fix it But I swear I didn't break any rules!
Hello, I'm a freelancer from China, today when I logged into my account, it showed that my account is suspended, probably because I'm in China and if I don't apply VPN, I won't be able to access the client's link so I will be using VPN more often.(maybe the system thinks I'm not safe).
The first time I logged into my account, it sent me an email to unfreeze my account, I clicked on the link in the email and it showed that the account had been unfrozen, but I still couldn't log into my account!
The form didn't work for me: https://support.upwork.com/hc/en-us/articles/5313574196627-Appealing-an-Account-Suspension
Submit Application After submitting my application, I received this automated 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 realize that having a second account is prohibited. Please understand me. I will provide all necessary information. I have not violated any rules. I really want to restore my account so that I can continue to bring more benefits to my customers. Please help me to restore my account:

**Edited for Community Guidelines**

Please, help me, I feel so helpless, all my messages feel like they're sinking into the ocean with no response!

Hopefully someone will see my message, thank you, upwork kind admins!

Hi Dou,

 

We will look into this further and will get back to you once we have more information. 

 

Thank you,

~ Nikola
Upwork
c4ac8c0f
Community Member

Hi Nikola, my account as well has not been resolved for two weeks, please tell me how to unlock my account problem. I can't contact my clients and serve my customers, I hope you can help me。

I am feeling more and more frustrated and helpless😞

Hi Dou, 

 

Thank you for your patience. I shared your report with our team and one of our agents will reach out to you directly via email associated with our original account to assist you further.

I encourage you to communicate with our team directly as they are the ones that can best assist you. 

~ Nikola
Upwork
33df6d19
Community Member

I have the same issue "However, the account you submitted it for either doesn't exist or is still active (not suspended)", I can't login and ask. I can't see moderator account on upwork. I see "This profile is no longer available." my account is **Edited for Community Guidelines**
Now I am in Turkiy, and I have resident permit here. I can provide all neccacery documents.

Hi Vova,

 

Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you using a support ticket to assist you further. You can access your support tickets here .

 

Thank you,

Pradeep

Upwork
d2a5ba1b
Community Member

Hi. I have the same issue. I get blocked out when I try to log in -  "We're sorry, your account has been locked because we’ve suspended operations in Russia and Belarus." - but I have never been to either of these countries.

When I submitted the appeal, I got  "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."

 

The chatbot is no help.

 

 

Hi Runhua,

 

Could you please click on my name above this post and send me a private message with more information about the account you're referring to? Thank you!

 

~Andrea
Upwork
3d2773c5
Community Member

I have the same problem. I can't even log into my account. Upwork Shows me a notification that I can't log into my account Because Upwork Suspended work with freelancers from Belarus and Russia. But I'm not in Belarus anymore.
To log in to the profile, I tried to enter mail, I tried to enter username, But every time I get the same notification. I also tried to recover my password (I also tried mail and username separately), but Upwork answers that such user does not exist. This is exactly my username and my email, I created this username and email specifically for Upwork.
I understand that it is forbidden to create a second account on upwork, but I had to create an account from which I am now writing to write to you. It was created solely to solve the problem with logging into the old account. All attempts to restore access through the mail support service led me to an automatic response that my account is not blocked or does not exist

Thank you in advance=)

Probably, right now you are the only person who can help me restore access to my account. I have fulfilled all the conditions of upwork to start working with this site again and I no longer know who to contact

Sincerely, Kiryl Katsianok

My account details:
Username: **Edited for Community Guidelines**

mail:**Edited for Community Guidelines**
My name: Kiryl Katsianok

I also attached screenshots of notifications that upwork shows me when I try to log in to my profile

 

**Edited for Community Guidelines**

**Edited for Community Guidelines**

**Edited for Community Guidelines**

Hi Ilitamen,

 

I'm sorry to hear about your experience. I checked your account and it looks like our team is already assisting you via a support ticket. All support tickets have a corresponding email sent to the email address registered on your account. Please check your email and find the one sent by Upwork. You may communicate with our support team there.


~ AJ
Upwork
dc76adbf
Community Member

Dear Upwork Team, 

 

I have the same issue! I'm in Poland now and I can't appeal for my account activation. 
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.

 

Chatbot doesn't help either. 

I create this temporary account since I can't get any help from my old one. Please, help me to recover it, I can provide any documents proven my new residence. I can also share my all thesuspended acount's info. You can contact me on this account. Thank you in advance!  

Hi Ana,

 

Could you please click on my name, click on "Send a message" and share the information there? Thank you!


~ AJ
Upwork
91b9ba60
Community Member

Dear Upwork Team, 

 

I have the same issue! I'm in Poland now, and I can't appeal for my account activation. 
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.

 

Chatbot doesn't help either. 

I create this temporary account since I can't get any help from my old one. Please, help me to recover it, I can provide any documents proven my new residence. I can also share my all thesuspended acount's info. You can contact me on this account. Thank you in advance!  

Hi Andrei,

 

Could you please click on my name, click on "Send a message" and share your information there? Thank you!


~ Grace
0ea4e1e2
Community Member

I've got the same issue - moved to Georgia 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

 

Thank you

Hi Fedor,

 

I've enabled your option to send moderators a PM so that you can provide us with more information about the account you need assistance with. The email address should be extremely helpful. Looking forward to your message.

 

~ Arjay
Upwork
a1e7718d
Community Member

I have the exact same problem, why can't it be solved normally for everyone?

Hi Nikolay,

 

I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Nikola
Upwork
0e3e2b1e
Community Member

I have the same problem. I would like to unlock my account.

Hi Azat,

 

I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Nikola
Upwork
8c711e14
Community Member

Hello, my account was blocked due to location: Russia, Belarus. My permanent place of residence for the last 4 years has been Belgium. Can I unblock my account, what documents will I need for confirmation (will a Belgian ID be suitable)? When I filled out the appeal form, I received a letter saying that my account does not exist or is not blocked.

Hi Allaksei,

 

Please check the support ticket on your original account as our team has already reached out to you with instructions on how you can get the suspension removed from your account. Should you have further questions or concerns, please feel free to update the said ticket so the team assisting you can advise you accordingly.


~ AJ
Upwork
69f8dea4
Community Member

Hello,

 

I have the same exact issue - can't file a suspension appeal after moving to a different country. Could you please help?

Hi Nikolai, 

 

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 page. Feel free to follow up with our team and share more information about your situation so that they can review your case and assist you accordingly. 

 

~ Nikola
Upwork
2072cdd0
Community Member

Hello.

Have the same situation.  I relocated from Russia to Turkey 1 year ago but can't unblock my account.

Help me please.

Account e-mail: **Edited for Community Guidelines**

 

Hi Sup,

 

I would be happy to help. I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Nikola
Upwork
4e6fda9a
Community Member

Hello Nikola, help me, please. I have the same issue.

Hi Elena, 

 

Thank you for reaching out to us. I am glad to help. I have escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

 

~ Nikola
Upwork
ab392ee3
Community Member

Hi! I have the same issue.

When I submitted the appeal, I got  "the account you submitted it for either doesn’t exist or is still active"

 

2450d547
Community Member

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?

fbe59cf6
Community Member

I v'got definetly same issue
@moderator, plz help!

Hi Kostya,

 

Could you please share more information via PM? You can click on my name and the on "Send a message."


~ AJ
Upwork

Hi Annie
I've sent a message to PM with the details. Looking forward to hearing back from you!

Hello Annie, help me, please. I have the same issue.

dc76adbf
Community Member

I have the same issue! I'm in Poland now and I can't appeal for my account activation.
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:
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.

 

Chatbot doesn't help either.

I create this temporary account since I can't get any help from my old one. Please, help me to recover it, I can provide any documents proven my new residence. I can also share my all thesuspended acount's info. You can contact me on this account. Thank you in advance!
dixit_abhinav
Community Member

Hi,

My friend has got the same issue, as when he tries to appeal, he gets the following email.

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).
Please help!!!

Hi Abhinav,

 

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.
 
If they need to reach out to support, just have them respond to the email sent by Upwork.

~ AJ
Upwork
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