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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
Grace's avatar
Grace N Community Member

Where you able to resolve your issues? I also have the same problem i am
unable to verify my account even though i am uploading the required
documents
Ronna's avatar
Ronna P Retired Team Member

Hi Grace,

 

Thank you for sharing your concern. Upon checking, it looks like the submitted document is no longer valid or expired. I highly recommend submitting an acceptable ID so that our team will be able to review your account. You can learn more by visiting this helpful article.

 

~Ronna
Bunyamin's avatar
Bunyamin Y Community Member

Dear Upwork Support Team,

I hope this message finds you well. I am writing to seek assistance regarding the identity verification process on my account. I have attempted to complete the verification multiple times, including providing a government-issued photo ID and appearing on camera, yet I continue to receive the following error message: "Action required: Verify your identity to resume activity on Upwork."

I would appreciate your guidance on how to resolve this issue so that I can continue using the Upwork platform without further interruptions. If there are any specific steps or additional information needed from my side, please let me know.

Thank you for your assistance.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Bunyamin,

 

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

Ami's avatar
Ami A Community Member

Hello all,

I made this Upwork account back in January, sent a few proposals and then didn't use it again until relatively recently. My profile was private, but after logging on it seemed to fix itself. I've updated my profile with more recent work I've done, sent in my ID and a picture of myself to re-complete verification, I've been sending proposals and am currently doing a job for a client. In the middle of said job, for no reason, my client was no longer able to view my profile and notified me about it. Whenever I click on "view public profile", it says my profile is unavailable. I have logged off and on several times on all devices, and my profile is stuck on private even though I have it clearly set to be public. I was clicking around through my settings pages and considered buying connects to see if that would help, but when I went to buy them the page wouldn't load and it said my account was restricted but it doesn't say that anywhere else. 

My verification is currently under manual review. I suspect it might be because my picture on my ID is of me three years ago and I was a good deal heavier then and look a little different along with my legal name not being the name I go by in day to day life or on my profile. Could that be what is causing this? I really want to work with the website to try and get my account up to snuff if I've done something wrong, but I'm unsure how to proceed.

Thank you all in advance.

Ivygail's avatar
Ivygail J Retired Team Member

Ami,

 

Thanks for reaching out. I checked on your account, and it looks like your documents have been accepted. I am happy to let you know that your profile is now visible publicly. Here is a screenshot for your reference.

 

~Ivy
Anush's avatar
Anush M Community Member

Hello, I am writing this discussion post about identity verification issue, I have tried to use it with my driving license multiple times, and it accepted it, To appear on camera and submit for identity review it said they are going to verify it manually. When exactly is it going to be verified manually? When I open my Upwork it is annoying to see "Action required: Verify your identity to continue winning jobs on Upwork. Get started." I am getting the same response while verifying. fix this or tell me how to. thanks

Pradeep's avatar
Pradeep H Retired Team Member

Hi Anush,

 

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 due to an expired ID. 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

Anush's avatar
Anush M Community Member

Hello Pradeep,
Thanks for your kind response. Well, in Nepal it will take about 3 years to get a renewed license after it has been processed. I know that is quite the sad reality In meanwhile a payment receipt while renewing a license is used as a license until the new one is created. Today I tried to verify my passport, can you please review my account again to check if the manual review canceled the verification process? 

Ivygail's avatar
Ivygail J Retired Team Member

Hello Anush,

 

I am stepping in for Pradeep. I have shared your concern with our assigned team. Please allow 1-3 business days for the team to review and update your account. They will notify you if they still need further information from you.

 

Edited to add more information:

 

Anush, I received an update from our assigned team, and they advised your submitted documents have been approved. However, you will need to verify your location. They will email you with further instructions and a list of requirements. You should be able to find a notification about your ticket in your inbox and view our team's message from there. If you reply to the email that will also reach our team so they can assist you further.

 

~Ivy
Anush's avatar
Anush M Community Member

Hello Ivy,

 

Thanks for your response. I am an NRI who has been living in Nepal for years. As for official documents issued by the Nepali government, what I have are a PAN card and a driver's license, my first attempt was with a PAN card, but the system did not recognize it as a valid ID, and it took a couple of years to receive a renewed license in here maybe in coming days or months I might get it. So, I think changing the location doesn't sound logical because I don't live in India. 



Anush's avatar
Anush M Community Member

Greetings!

When I navigated toward Connects to buy them, I found out that my account had been limited. Can I know the reason behind it, and how do we proceed towards solving this issue?

cbaf2e7b_0-1728191586750.png

 



 

Joanne's avatar
Joanne P Retired Team Member

Hi Anush,

 

I can see that you've been requested to complete the location verification process. Please know that this is a required step. Please accomplish this so that the limitation on your account will be lifted. Once logged into your account, you can click the option to continue here.  If the team requires additional information after you submit your documents, they will contact you directly. 

~ Joanne
Upwork
Anush's avatar
Anush M Community Member

Hello Joanne,

 

Thanks for your response. 

Afifa's avatar
Afifa A Community Member

Hi everyone,

I received a notification to verify my ID, and I completed the verification process. However, I haven’t received any confirmation yet, and my account is still on hold. I’m unable to submit any proposals, and my profile shows “no longer available” to others. Has anyone else experienced a delay like this after ID verification? Any suggestions on what to do next would be really helpful! Thank you in advance for your advice.

Ronna's avatar
Ronna P Retired Team Member

Hi Afifa,

 

Thank you for sharing your concern. I checked and see that you're able to submit the requested documents for verification and they are currently under manual review. Please allow 1-3 business days for the team to review and update your account. 

 

~Ronna
Sabiha's avatar
Sabiha S Community Member

Hello,

My Upwork account is currently under "Manual Review" during the identity verification process. I would like to inquire about the estimated time frame for receiving an update and if there are any issues with my verification.

Thank you for your assistance.

Ronna's avatar
Ronna P Retired Team Member

Hi Sabiha,

 

Thank you for your message. You can allow 1-3 business days for the team to review your submitted documents and update your account. 

 

~Ronna
Rigoberto's avatar
Rigoberto V Community Member

Hi, I'm trying to verify my account but the program doesn't recognize my documents. Please help. I've been trying to do it for several days and nothing. It seems to be an error with the Upwork verification program.

Ronna's avatar
Ronna P Retired Team Member

Hi Rigoberto,

 

Thank you for sharing your concern. I was able to coordinate your concern with our support team. Our team reached out to you on a support ticket here. If you have additional questions, you can reply directly on your ticket. Our team will be happy to assist further. 

 

~Ronna
Bindesh's avatar
Bindesh C Community Member

I am unable to verify my identity details. As soon as I click Start Now button - it sends SMS to my phone number or I can scan the same with my phone. I did both, it takes me to the login page and doesnt log me in. It continuosly asks me to sign-up to a new account. This isnt helping at all. Need help ASAP. I have one on-going project and I am new to Upwork

Ronna's avatar
Ronna P Retired Team Member

Hi Bindesh,

 

I'm sorry to hear about the issue you've experienced when trying to verify your account. I checked and looks like your account is already verified. Please try to refresh your page or log out then log back in. Let us know if you need further assistance. 

 

~Ronna
Mohamed Aden's avatar
Mohamed Aden M Community Member

Hi Community, I am new to Upwork and I got my first job on Upwork and having challenges in my identity verification using permanent residential Card. I have appeared on camera and that part is successful but  the document verification is a problem. I have sent email to **Edited for Community Guidelines** and yet I didn't get any reply from them. I have attached the type of document I was using for verification.please I need urgent support before my account got bann 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Mohamed,

 

I'm sorry to hear about the trouble you experienced while verifying your account. I have followed up with the team handling your account and I am pleased to inform you that your account is verified now. If you have any further questions or concerns, feel free to reply to this message.

 

- Pradeep

Mohamed Aden's avatar
Mohamed Aden M Community Member

Hi PradeepH,thanks for your support.I really appreciate that. I am done now 😊 I don't have any other issues so far. Thank you once again ❣️