Identity Verification is under Manual Review

[#1]

Hi. I am stuck in some kind of loop. I have received several requests to verify my identity yesterday and today. I keep using my phone to take a picture of the front and back of my drivers license and then do a quick selfie. It always says "thanks for your submission" and then it says it's undergoing a manual review. A few hours later I get another request to do it all over again. 

I think I've subitted it 5 or 6 times. Should I be doing something different? Am I doing something wrong? Can you help? 

[#2]

Hi John,

Thank you for your message. Upon checking, I see that you need to upload your ID again for review. Could you please try uploading your document again following the instructions shared in this help article?

[#3]

Hey Ronna, i just did as you requested, and to my surprise, the status changed. There's now an additional "Submit for identity review" step showing, and the "Continue" button has disappeared.

I'm surprised because this is actually about the 3rd or 4th time I've uploaded my ID. Each time before, the "Show us a government-issued photo ID" section always had a yellow exclamation mark icon, and the "Continue" button would still remain. I'd click it, which would lead me to reupload and resubmit my ID. That was the flow before this change.

here's the current state of it.

 

[#4]

hey Ronna, i just reloaded the page, the status has changed and all the icons now have the yellow exclamation mark icon. Please can you help me understand the process?

 

[#5]

Hi John,

I checked your account and can confirm that we have already received your documents. They are in the queue for review. Our team will review and update your account within 1-3 days. 

- Pradeep

[#6]

My identification is not getting verified

[#7]

Hi Zarnisha,

Thank you for sharing your concern. Upon checking, I see that you need to upload your ID again for review. Could you please try uploading your document again following the instructions shared in this help article?

Edited to add information

I'd like to let you know that your post has been converted to a support ticket to look into this further. One of our agents will reach out to you to assist accordingly. 

[#8]

This is my very old up work account I changed the name but my username is different to my name tha t I have on my passport and Id card because of that my payment method is not getting verified neither, the camera to scan my passport or id for scanning is working I'm unable to scan my passport or my id 

What shoulsd I do? I need to verifyy payment method somehow 

Please help me out

[#9]

upwork keeps asking me to verify my identity and I followed the steps many times and waited for a week but it never gets verified also I can't find it in support requests

[#10]

Hi Nabil,

Thank you for sharing your concern. Upon checking, it looks like you need to upload your ID again for review. Could you please try uploading your document again following the instructions shared in this help article?

[#11]

Hi RonnaP,

Thanks for considering my request, I uploaded my id again and will wait but this is the same thing I've done twice before.
If you can confirm that you received my id files i'd be thankful.
-Nabil

[#12]

Hello Nabil,

Thank you for reaching out. I am stepping in for Ronna. I'd like to confirm that we have received your documents. However, it looks like you need to submit your documents again, as your previous submission was rejected. You can complete the ID Verification process through this page. You may want to use a mobile device to complete the verification process. Feel free to check this helpful article for more information.

[#13]

Hi Ivygail J 

Thanks for considering my request, I uploaded my id again and will wait but can i get information about why my request got rejected? as no email was sent to tell about my status

also if you can confirm that you received my id files i'd be thankful.

-Nabil

[#14]

Hello Nabil.

Thank you for following up. I'd like to confirm that we have received your documents. I coordinated with our team and was advised that you need to update your profile photo as it does not meet Upwork requirements. If you can upload a close-up image with a focus on your head and shoulders and clearly show your full face. Note that sunglasses, other individuals, logos, or photos of anything other than his face are not allowed. For guidance on selecting a good profile picture, please refer to this article.

[#15]

I am writing to express my deep concern regarding a sudden suspension on my account, which occurred immediately after I completed my identity verification process. This is particularly troubling as I had just received my first ever contract on the platform—a significant milestone for me.

I carefully followed all the steps for identity verification, yet without any prior warning, my account was suspended. Now, I am in a very difficult position: my client, who is expecting me to start working, has not been able to hear from me due to this issue. This situation risks not only the completion of my project but also my reputation on the platform, which is critical given that this is my first contract.

Additionally, I successfully verified my identity using my Turkish driver license, and I am left wondering if this might have contributed to the suspension. I sincerely hope this isn’t the case and that the platform holds all freelancers to the same standard, regardless of nationality.

I am eager to resolve this as quickly as possible and continue with my project. Please treat this matter with urgency, as it is causing a serious delay for both myself and my client.

[#16]

Hi Samet,

Thank you for sharing your concern. Upon checking, it looks like your account has not been verified yet. However, I can confirm that your submitted documents are already under manual review. Please allow 1-3 business days for the team to review and update your account. 

[#17]

Hi Ronna,

I understand, but you didn’t have to suspend my account during the verification process! Before this i could easily send messages and proposals. Now I can’t do any of that! This is unnecessarily delaying both my work and my client’s project. I request that my account be unlocked as soon as possible because I’m completely blocked right now, and it’s putting me in a very difficult position.

Please resolve this matter quickly.

[#18]

Hello Samet,

Thank you for following up. I am stepping in for Ronna. I have coordinated with our assigned team and was advised that you need to update your profile photo first as it is not within the guidelines. For guidance on selecting a good profile picture, please refer to this article.

[#19]

Please help me. My Upwork profile has been suspended. I attempted to verify my identity, and while my National ID was successfully captured, the system failed to capture my photo. What steps should I take next?

[#20]

Thank you for reaching out. I’ll be glad to help. It looks like you need to submit your documents again. You can complete the ID Verification process through this page and please make sure to take a photo of the front of your ID, without flash and upload your photo in PNG, JPEG, PDF, or BMP format. You may also want to use a mobile device to complete the verification process. Feel free to check this help article for more information.

[#21]

i've submitted my id 3 or 4 times already, and each time when i refresh the page it asks me to submit again, can anyone help?

[#22]

Hello Uros,

I’m sorry to hear that you ran into some trouble while verifying your account. After taking a look, it appears that your previous submission was rejected. Please feel free to check out the tips section on this help page. You can easily resubmit your documents from the Settings page.

[#23]

Hi! I was wondering since I resigned to my  previous work. I was using the company's email to login to upwork, and it has reviews already and verified. I created a new account (the old one is closed) and I'm trying to verify my new account which the one that I am using now but it keeps failing. I used the same ID for the previous account. Could anyone help? 

[#24]

Hello France,

I am sorry to learn about the issue when trying to verify your documents. I checked and see that you are already in correspondence with our team on your support ticket. If you need furter assistance, I encourage you to follow up with our team on your ticket so that they can assist you. You can access your ticket on this page.

[#25]

I have sent a follow up. That's pretty much also the reason why I made this on forums. Please do help me and I appreciate for you response

[#26]

Hello if any of the of the member is from customer support. please help me to reslove my issue.ASAP

my open ticket. Also just earlier someone from the customer support responded with the same thing.