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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

100 REPLIES 100

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,

 

Iโ€™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,

 

Iโ€™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. Iโ€™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 doesnโ€™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 doesnโ€™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 doesnโ€™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

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
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