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]

Log into your ticket number and ask for the update there for a response.

[#3]

I have but typically I got a response the next day. Thanks for your response

[#4]

That is quick as it gets. Usually 12 to 24 hours.

[#5]

Do they usually respond with a the same thing? I got the same response which is weird

[#6]

Frequently.

In my opinion, customer Support should be fired and start with new people.

[#7]

It's kind of frustrating that I only get one response a day. The worst part is that I got the same response from my ticket.

[#8]

Thank you for following up, France.

I can understand how frustrating this must be for you. I have coordinated with our designated team and we will get back to you once we have more information. Thank you.

Edited to add more information:

France, I received an update from our assigned team, and they advised that you need to submit a different type of ID. Could you please try uploading your document again following the instructions shared in this helpful article? Feel free to check other acceptable IDs that you can use to complete the verification process. 

[#9]

I keep getting the same thing:

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. 

It's the same. But I didn't have this issue before on my prev account from my prev work company (that account is now closed as I have resigned from that company).  I also used the same ID for this. I've submitted 4-5 times now but I keep getting denied.

[#10]

Weird, though how was it possible that I was able to verify my prev account using the same ID? I don't have an alternative ID as of now  

[#11]

Hi France,

I can confirm that you have successfully submitted a support ticket. Please allow time for the team to review and update you directly on your open ticket and assist you further. 

[#12]

Dear Upwork Support Team,I have successfully completed my first job and recently provided all the required information for the account verification process. However, my account still shows that manual verification is in progress, and I am currently unable to apply for new jobs, despite being on the Pro Plan.Could you please provide an update on the status of my verification? I would also appreciate any guidance on how long this process is expected to take, as this is affecting my ability to pursue new opportunities.Thank you for your prompt assistance.Best regards,

[#13]

Hi Rabii,

I am sorry to hear about the issue applying for jobs. I checked your account and can confirm that your documents are still under review. Our team will review and update your account within 1-3 days. If you have any further questions or concerns, feel free to reply to this message.

- Pradeep

[#14]

Is there any other way to get in touch with support? I received a notification to verify my identity, which I did three times now over the course of two weeks. The process for the verification went through successfully, but I never received any email communication or update on my profile. It has been well over the waiting period. I really need help with this as I am unable to get any work done; my profile is basically on hold. Can anyone give any advice on how I can get in touch with support or someone who can actually help? Like I said, I HAVE ALREADY UPLOADED MY IDENTIFICATION AND SELFIE SUCCESSFULLY THREE TIMES, BUT NOTHING HAS BEEN UPDATED.

[#15]

Hi Celeste,

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. 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

[#16]

Hi Pradeep, thank you for your response. Is there any way to know why it was rejected? I submitted my government ID in one application and my driver licence in another.  The help section states:

• This ID must include your picture, signature, name, date of birth, and address, with the exception of passports, which don't need your address

Our government ID documents do not have signatures and addresses. 

I have resubmitted my ID, so if it rejected once again, is there a way to know what the issue is.

Thanks for your help.

[#17]

Hi Celeste,

I see that your latest submission is now under manual review. Please allow 1-3 days for the review to be completed. The team will let you know if there’s anything else you need to do.

[#18]

Thank you Luiggi

[#19]

I will use my nbi clearance for the id verification. Then what option should I use??

[#20]

Hi Kim,

We accept NBI Clearance for verifying your account. I checked your account and can confirm we have already received your documents. Our team will review and update your account as soon as possible. 

- Pradeep

[#21]

I used my TIN ID for my prev account (from my previous company that I used to work with. That account was closed also) and it was a success and no issue. But now when I created a new  account and used the same ID, I am having trouble verifying my ID. Support takes a long time to respond as well. 

[#22]

Hi France,

I see that you've recently raised a support ticket regarding your concern. As soon as the next available agent gets your ticket in their queue, they'll contact you to assist you further.

[#23]

Thank you for your response. I just wanna follow up regarding my ticket. Still no one has responded to it. I also hope that they won't say the exact same thing as their response.

[#24]

Hello,

I just accepted my first contact and was in the middle of messaging another potential hiring agent when I received word that my account must be verified. I uploaded the documents about six hours ago and it is still in the middle of manual verification. I am very afraid I may lose this opportunity because my profile has been frozen in the meantime and no one can view my profile. I uploaded a standard Italian ID card with my photo, address, and signature and did the selfie verification. Could you please assist in expediting the review process? Many thanks, Jocelyn

[#25]

Hi Jocelyn,

As you mentioned, I see that the team is currently reviewing your submission manually. Please allow 1-3 days for the review to be completed. The team will let you know if there’s anything else you need to do.

[#26]

Dear Luiggi,

Thank you for your reply, however I am just beginning to receive offers on Upwork and I am afraid that I may lose offers if the review takes 1-3 days. There is nothing that I can do to expedite the process? I was in the middle of receiving the link for a job offer when my account was paused. many thanks, Jocelyn