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 Liza Mae,

Our verification team is reviewing your account manually; please allow them time to complete their review. If the team needs additional information to complete the verification process, they will contact you directly. 

[#3]

I’m having trouble with the identity verification process on Upwork. I uploaded my identity proof, and after clicking "Next," it shows a "Thank you for your submission" message. However, when I go back and refresh the page, it prompts me to go through the verification process again. Has anyone experienced this issue? Is there a solution or a specific reason this might be happening?

[#4]

Hi Parth,

Thank you for your message. I checked and see that you were able to submit your documents and are currently under manual review. Please allow 1-3 business days for the team to review and update your account. 

[#5]

Hello,

My Upwork account was suspended two months ago. Recently, after updating my profile picture, I received a notification stating: "You are unable to complete ID Verification due to a suspension on your account. Check your email to review the status of your suspension."

Upon checking my email, I learned that the suspension was due to a violation of profile picture policies. I followed the provided steps and uploaded a new photo. Although the support request status shows as "solved," my account still does not appear in Upwork searches.

I have attached a screenshot for your reference. Could you please review this issue and guide me on how to recover my
account?

Thank you.

[#6]

Hi Areeb,

Thank you for your message. I coordinated your concern with our team, and it looks like you need to complete the verification process to remove limitations. Please refer to this support ticket for your guide to initiate the process for video verification.

[#7]

Dear Ronna,

Thank you for your response. Regarding the video verification process you mentioned, I have attempted to access the link multiple times, but it keeps directing me to a page that says, "We can't find the page."

I’ve attached a screenshot for your reference. Could you kindly look into this?

Thank you.

[#8]

Hi Ronna,

Can you please update me regarding my issue on upwork? 

[#9]

Hi Areeb,

Thank you for following up. I am stepping in for Ronna and I wanted to let you know that we’ve escalated your concern to our dedicated team. They’ve shared that you’ll need to update your profile photo and then complete the video verification process. For some helpful tips on choosing a great profile picture, feel free to check out this article. 

[#10]

I've attempted ID verification multiple times across different browsers, but nothing seems to work. I downloaded the Upwork app on my phone, yet the situation remains unchanged. I clicked the button to send an SMS and waited for nearly an hour without receiving anything. When I submit for review and check back, the verification request reappears. Additionally, I haven't received any email confirming that my ID verification was successfully submitted. Is this a bug?

[#11]

Hi Kal-El,

Thank you for your message. Upon checking, I see that you're able to submit your documents and they are currently under manual review. Please allow 1-3 business days for the team to review and update your account. 

[#12]

I have uploaded my profile pic again, Request you to verify it as soon as possible.

I am losing many good opportunities because of your soleness

[#13]

Hi Ankit,

Thank you for sharing your concern. 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. 

[#14]

I've submitted the requirements for my identity to be verified but my profile still says it is limited.
I can't reach support through chat.
Please help.

[#15]

Hello Francis,

Thank you for sharing your concern. I'm sorry to hear that you've had trouble connecting with our chat support team. I can confirm that your submitted documents are currently being reviewed manually. We kindly ask for your patience as the team takes 1-3 business days to review and update your account.

[#16]

Hi, I am trying to verify my identity, however, the website is stuck at the screen showing how to continue using mobile, with a QR code or SMS.

I tried both methods, but my mobile web browser keeps landing at the same page again as above, showing 2 methods to continue, either QR or SMS.

I tried one more time from the mobile, using SMS, but again, the link sent to me directs me to the same page again. When i used the sms option, it keeps saying Not found

How can I complete my identity verification ? 

[#17]

The problem I encountered is the same as yours. After scanning the QR code on my phone, I cannot jump to the verification interface.

[#18]

Hi Owolabi and Huang,

I am sorry to hear about the trouble you faced while verifying your account. 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

[#19]

I've been trying to verify my identity in Upwork. Upon clicking "Start Now", I tried both to scan the QR Code and SMS, but whenever I use my mobile phone for this, I can't seem to push through. I'm always routed to the Log In page. There are no error messages. Please help.

[#20]

Hi Ela,

Thank you for your message. I checked and see that you were able to create a support ticket about the issue. Our support team is currently investigating the issue and will contact you directly through the ticket to provide assistance.

[#21]

Hi RonnaP,

Can I also seek assistane with my account? I submitted my National ID and selfie but it lasted more than an hour and it needs to be manually reviewed. 

[#22]

Hi Claudette,

I am Pradeep and I am stepping in for Ronna to answer your concern today. I checked your account and I am pleased to inform you that your account is already verified now. If you have any further questions or concerns, feel free to reply to this message.

- Pradeep

[#23]

Hi! I have uploaded my Emirates ID from UAE as a proof of ID. But still I can see that my account was not verified by Upwork. Kindly help me resolve this issue and verify my account at the earliest. 

I have attached my Emirates ID for your reference as well with both front and back images in it. I'd really appreciate it if I can get some help regarding this issue.

Thanks in advance,

GokulaRani

**Edited for Community Guidelines**

[#24]

Hi GokulaRani,

Thank you for your message. 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. 

[#25]

I tried 3 times to submit my documents. But it still showing action required. How to do this.

[#26]

Hi Ashutosh,

Thank you for your message. I see that you need to upload your ID again for review. Could you please try uploading your document again following the instructions in this help article? Let us know if you need further assistance.