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Adrian's avatar
Adrian M Community Member

Identity Verification is under Manual Review

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? 

ACCEPTED SOLUTION
Ivygail's avatar
Ivygail J Retired Team Member

Hello Adrian,

 

I am sorry to hear about the issue you encountered when trying to complete the ID verification process. In some cases, if you try to submit a document from the list and we can't automatically verify your submission, it will undergo a manual review process. If this happens, please allow 1-3 days for the team to finish their review. 

 

If you do not have any documents from the list, you can submit a different government-issued ID, ensuring it's unexpired and valid. You may need to try multiple times and this will also trigger a manual review process. Please avoid cropping, altering, or uploading a screenshot of your ID card. Acceptable documents include a passport, national ID card (NIC/CNIC), driver's license, NBI Clearance (Philippines only), tax ID, voter ID, postal ID, or any other valid government-issued photo ID that meets these criteria.

~Ivy

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1,985 REPLIES 1,985
Christine's avatar
Christine K Community Member

Hi,

The account was successfully verified.

Thanks for the feedback.
Christine
Taishi's avatar
Taishi H Community Member

Hi, I submitted a verification since the platform decided that I'm not the same person since I have my UK name. So I submitted the Japanese name and try and approve my identity. But all of it was not approved. I've used all government issued documents and ids but it hasn't been approved

Taishi's avatar
Taishi H Community Member

Also, the card I'm using is my number card which is approved as a government Id. I cannot use my passport since it's expired.

 

i need this resolved ASAP, I have a deal that I need to accept

Pradeep's avatar
Pradeep H Retired Team Member

Hi Taishi,

 

I am sorry to hear about the trouble you faced while verifying your account. I can see that you are already communicating with one of our team members regarding the same issue via a support ticket. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. 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 assist you further.

- Pradeep

Hamed's avatar
Hamed S Community Member

Hi i have upload my documents manytimes but my acccount Doesn't verify. plz check my account if there is a problem tell me and if there is a solotion for that plz tell me.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Hamad,

 

I'm sorry to hear about the trouble you experienced while verifying your account. After reviewing your account, it seems that your previous submission has been rejected because the image of your ID card was unacceptable. Please avoid cropping, altering, or uploading a screenshot of your ID card. To complete your verification more efficiently, you can refer to the tips section on this help page. You can resubmit the documents from the Settings page.

 

- Pradeep

Sasan's avatar
Sasan R Community Member

I want to verify my identity, but the process in the phone doesn't work as expected, when I choose any type of document like driving licence and I open the taking picture part, application can not recognize it, it asked move too much closer which piture will be blury and it asks to hold then nothing it says can't keep camera open for a long time, I tried with 2 different phones and same issue

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Sasan,

 

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

~ Luiggi
Yitian's avatar
Yitian S Community Member

!! I am unable to verify identity as the name on the identity verification is locked to the name that I registered with Upwork and not my legal name. I changed it to my legal name on my profile but it doesnt work. Now I cannot verify my account and I am unable to start work on my contract. Please send help ASAP. My user-ID is **Edited for Community Guidelines**

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Yitian,

 

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

~ Luiggi
Mamoona's avatar
Mamoona R Community Member

I am new on Upwork and got a order Upwork demand Document and Video varification which I submitted around 4 days ago but my ID is still not varified how much time will Upwork take to varify my ID?

Ivygail's avatar
Ivygail J Retired Team Member

Hello Mamoona,

 

Thank you for reaching out. 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. Feel free to check this helpful article for more information.

 

~Ivy
Mamoona's avatar
Mamoona R Community Member

Thank You.
I will re upload my docuement today.

Angelo John's avatar
Angelo John C Community Member

Hi Ma'am/Sir,

 

I am trying to verify my identity to upwork but after submission of my Government Id's and Visual verification its shows that there is exclamation mark on the left side? Can someone assist me if what is that all about so that I can verify my account.

Appreciate it and thank you in advance.

 

Angelo

Chinedu's avatar
Chinedu N Community Member

Same bro

Joanne's avatar
Joanne P Retired Team Member

Hi Chinedu,

 

I checked and saw that you need to update your profile photo and submit valid documents for verification. The acceptable forms of ID vary by country and will be listed on the form.

  • This ID must include your picture, signature, name, date of birth, and address, with the exception of passports, which don't need your address
  • The documents we accept include passport, national ID card (NIC/CNIC), driver's license, NBI Clearance (Philippines only), tax ID, voter ID, postal ID, or any other valid government-issued photo ID that meets these criteria.

As for your profile photo, it should be a clear representation of you. It should be a close-up image of your head and shoulders, clearly showing your face. Please read this helpful article for tips on choosing a good profile photo.

 

The team also contacted you via a support ticket to provide more information regarding the verification requirements. You can check the ticket here. 

~ Joanne
Upwork
Joanne's avatar
Joanne P Retired Team Member

Hi Angelo,

 

I checked and confirmed that our verification team is manually reviewing your account. Please allow them time to complete their review. If any additional information is required, they will contact you directly. 

~ Joanne
Upwork
Mehmet's avatar
Mehmet i Community Member

There is no identity verification. I completed all verification steps using camera and my id card. But It is pending like below:

 

Identity verification

We've started a manual review Watch your email in case we need you to answer any questions. Incomplete step Show us a government-issued photo ID We'll check that the country where your ID is from matches the country in your profile. Incomplete step

Appear on camera

To show us it's really you, take an automatic selfie or join a video chat. Incomplete step Submit for identity review

If we can't instantly verify you, we'll start a manual review process.

Ivygail's avatar
Ivygail J Retired Team Member

Hello Mehmet

 

We have received your documents, and our assigned team is reviewing them. As of this time, no further action is needed. Please give the team 1-3 days to finish their review. They will notify you if they need additional information.

 

~Ivy
Saurabh's avatar
Saurabh K Community Member

Hi,

Earlier due to reasons unknown, accounts of a few of my friend and mine were suspended due to reasons unknown. Except one, rest of the accounts were open to verify identification for the accounts. Some of their verification were rejected and mine is still under review even after 3 days. We aren't recieving any kind of mail except when we are signing in from different devices.

Could you help us please as one of the friend has already bought the membership plan but is unable to do add anyone, due to above mentioned reasons?

Pradeep's avatar
Pradeep H Retired Team Member

Hi Saurabh,

 

I am sorry to hear about the action taken on your friend's and your account. Unfortunately, we are unable to check or discuss other user's account with you for confidentiality purposes. I suggest you request the account owners to contact us directly for better assistance.

 

Regarding your account verification, I regret to inform you that your previous submission has been rejected. To complete your verification more efficiently, you can refer to the tips section on this help page. You can resubmit the documents from the Settings page. 

 

- Pradeep

Saurabh's avatar
Saurabh K Community Member

Hi Pradeep,

I have already tried re-submitting multiple times but due to reasons unknown, each time it was already rejected. I am not even receiving any mail for other than signing from another device, be it suspension, verification or verification rejection. Could you please help me?

Natnael's avatar
Natnael A Community Member

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 governmental ID 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? 

Nikola's avatar
Nikola S Retiring Moderator

Hi Natnael, 

 

Thank you for reaching out to us. It looks like you were able to submit documents for review. Please give the team 1-3 days to finish their review. They will notify you if they need additional information.

 

~ Nikola
Natnael's avatar
Natnael A Community Member

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