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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 ๐Ÿ™

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

He hasn't received any email. Actually the account for dormant for more than a year, and when he tried to log in again. the suspension message popped up, and when he tried to appeal, he recieved the above email. what should he do? please help

Hey Annie. I have same problem like a topicstarter. This is a new account I created that I can write here.

Hi Andrei,

 

Can you please click on my name above and send me a private message with the registered email address of the account in question? I'll be happy to assist you further with this. 

~ Luiggi
Upwork
dixit_abhinav
Community Member

**Edited for Community Guidelines**

 

Hi Annie, I have attached a screenshot of the emails received by him from Upwork. He states he hasn't received any mail from Upwork regarding suspension. He hadn't used the account for more than 1 year, but when he tried to log in, it was suspended and upon appealing this was the response --- However, the account you submitted it for either doesnโ€™t exist or is still active (not suspended). Please provide me with a way where he can get help.

Hi Abhinav,

 

As I have mentioned, we cannot discuss another user's account. Please have them respond to the email they received from Upwork to communicate with our support team.


~ AJ
Upwork
86ac9108
Community Member

Hey. I have same problem like a topic starter. I created a new account because can't write here. Help me solve the problem on my main account

Hi Kiirll,

 

Could you please click on my name and send me a PM with more information about your old account? I'll have that reviewed and assist you accordingly from there. 

 

I am looking forward to your message.

 

~ Arjay
Upwork
86ac9108
Community Member

Bro,i don't see a PM button on your profile. Can you send to me message? Thanks

Hi Kiirll,

 

You should see the "Send Message" option here upon viewing my profile (Click on my name). Please share a screengrab of what you can see from your end if you still do not see this option; I'll look further into that for you.

 

~ Arjay
Upwork
86ac9108
Community Member

Check PM please)

4f88342b
Community Member

Hey there โ€“ I have the same exact issue as the other fellow freelancers in the thread.

 

The form says my original account is not blocked, but on login it says it is.

The account I'm using is a new one I created to get in touch with you.

 

Please, let me know how can I share more info.

I don't see the DM button you mentioned so I guess it should be enabled for my user. 

 

Thanks,

Gregory.

Hi Gregory,

 

Thanks for bringing this to our attention. Can you please try clicking my name and sending me a private message with the email address associated with the account you're referring to? You should be able to send a message now.

~ Luiggi
Upwork
d39761c5
Community Member

Hi. I have same problem. I relocated to Cananda and cannot unlock my account 

Hi Evgenii,

 

Iโ€™ve escalated your community post to a support ticket. One of our agents will be in touch with you soon on this page with more information and to assist.

 

~ Arjay
Upwork
d39761c5
Community Member

Hi. No one doesn't touch with me. Please, help me 

Evgenii, I'm sorry for the delay in getting back to you. I can see that the team contacted you via this support ticket with more information.

~ Luiggi
Upwork
554c664d
Community Member

Hello dear Moderators! 

Unfortunately, i have the same problem as the one in the main post. I am in Georgia now. I see the replies about contacting one of the moderators directly via PM, but when i click on their profile i can't see the PM button, only "see Upwork profile" button which results in "the account does not exist" upon clicking. Can you please help me? Thank you.

Hi OS,

 

Please try sending me a PM with more information. Thanks!


~ AJ
Upwork

Thank you very much for replying, Annie Jane, i did so. I hope it has reached you. 

554c664d
Community Member

Hello again! I'm sorry for being a bother, but so far i've got no reply from Annie Jane, and it's been two days, and i've sent two messages to her. Can anyone please help me? I have the same problem as in the main post and i've been trying for more than a week to solve this. I don't want to give up on Upwork since my experience here was very positive, but i don't see a straightforward path ahead of me too. I personally know people who got their accounts back and so it's very frustraing to be an unlucky one like that. Please?

9519386d
Community Member

I have the same issue. 
I'm not residing in Russia anymore but cannot restore my access.

Hi Vitaly,

 

 I have requested the assistance of our team. One of our agents will reach out and assist you directly via a support ticket.

~ Joanne
Upwork
554c664d
Community Member

Nobody has contacted me in any way so far. Can you please help me with the same problem? 

Hi OS S,

 

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.

 

- Pradeep

Upwork
f30ef1ae
Community Member

Hi, I have the same problem, I can't reactivate my account, please contact me.

e224878a
Community Member

Hello Support Team,

I have the same issue. I'm in Israel 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:
However, the account you submitted it for either doesnโ€™t exist or is still active (not suspended).

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.  


Thank you!

Hi Kostya,

 

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 on this page with more information and further assistance.

 

~ Arjay
Upwork
f30ef1ae
Community Member

Hi Arjay, please create a support ticket for me, I have the same situation.

My account was blocket becouse I was in Russia back then. But now I'm in Israel and trying to reactivate my account.

Official solution, like writing to support-appeals @ upwork.co doesnt work for me.

Hi Anton,

 

Iโ€™ve escalated your community post to a support ticket as requested. One of our agents will be in touch with you soon on this page to assist.

 

~ Arjay
Upwork
e42a3ff4
Community Member

Hi, dear moderators! I have same problem. I have moved from Belarus to Georgia and can't unsuspend my account. Please help me.

Hi Artur,

 

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.

 

- Pradeep

Upwork

Hello mr.Pradeep. I have the same problem as everyone in this topic. I relocated but can't contact anyone. Can you help me?

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?

 

- Pradeep

Upwork

Thanks mr.Pradeep. I've sent you a message with the email. Not sure if it's went through.

Thanks mr.Pradeep. I've sent you a message with the email. Not sure if it's went through.

4d52f7b7
Community Member

Hi!

I have the same problem. I moved from Russia to Serbia but can't unblock my old account. On submitting the appeal form i got an email from Upwork with "... account you submitted it for either doesnโ€™t exist or is still active (not suspended)."
Could you please help me to solve the issue?

Hi Tatiana,

 

Thank you for bringing this to our attention. 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 be happy to look into it.

~ Luiggi
Upwork
accb1580
Community Member

Like dozens of people here, I made the move to another country....
And in trying to regain access to the well-respected UPWORK , I have spent a lot of time trying to figure out how to appeal for re-location. Because none of the methods described on the site just don't work.  And just getting help from a real person is extremely difficult and stressful(((

  • There's an automated e-mail that your e-mail 'This email address is not monitored'
  • Offering to help through the website... TO WHICH ACCESS IS DENIED
    A looped circle
    _______________________
    I finaly helped in creating my wife's account so I could at least have some ability to write to a real person..... Help me, please.

Hi Gyuna,

 

Thank you for your message. I am sorry to hear about the action taken on your account and trouble reaching us to request a reactivation. Could you please click on my name above this post and send me a private message with more information?

 

- Pradeep

Upwork

I wrote 3 posts this way but they didn't show up in the PRIVAT messeges tab? Is this the expected result?

chrome_J0Erlcs9wE.png

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