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]

I accpted my first contract and then was asked to be verifyed.

after I scanned my ID and did the face scan this came up.

why? How long does this process take? 

 

[#3]

Hello Dallas,

Thank you for reaching out. I checked your account and it appears that your documents are still under review. Our team will review and update your account as soon as possible. 

[#4]

Hi ivy,

My varification was completed.

Thank you for responding, i appreciate it!

-Dallas Johnson

[#5]

Hi, I post because no one seems to have had this problem and Upwork support is non existant. I have to verify my ID  but the system's camera doesn't recognize the angles of my document. It literally says "we can't find the 4 corners of your document". Same happens with every other document method. How the heck am I supposed to verify my ID? 
 i've already tried other browsers and made sure i was on mobile mode (also because if not, the verification prcess can't even start).
i've already made sure of all the aspects that Mohammed wrote. 

[#6]

Hi Daniele,

I am sorry to hear about the difficulty uploading your ID documents. 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 

[#7]

Hi, since I cannot get over the chatbot, I'll have to ask here.

I'm trying to verify my identity with the driving license, but it is rejected with no comments. My license meets all the requirements (all the info needed, no photo adjustments, etc.), except the address. I live in Cyprus and local licenses don't have an address line, it's only "Republic of Cyprus" written in the top right corner.

If that's the issue, how am I suppose to register on Upwork, considering that I don't have a cypriot passport, I'm just a resident here with a temporary resident ID that Upwork doesn't accept?

[#8]

Hi Anna,

I’m sorry to learn you weren’t able to contact the Upwork Support Team directly or file a ticket after interacting with the chatbot. Upon checking, I see that the relevant team is currently reviewing your submitted documents manually. Kindly allow 1-3 business days for the team to review and update your account. 

[#9]

Hello, I received my first job yesterday, and immediately afterwards, I was asked to verify my identity. I went through the verification process. I uploaded my drivers license. I took the selfie and smiled, and I submitted everything. I received a series of follow-up emails. 

One email I received told me to log in to complete the verification process within 3 days. I logged in and there was nothing for me to do. It has a message that say Upwork is completing a manual verification.

I received another email saying I had not been actively looking for work on Upwork and my account had been deactived. That's not true, because I had just paid for my account to be made available this past Tuesday. I had been actively looking for work every day.

The third email said my profile picture was unacceptable - to upload a new picture. I did that. I have an assignment that started yesterday. Upwork suspended my account, and I'm not getting anywhere with the email that told me to log in to complete the manual verification process. There's no option for me to do that. Please advise. 

[#10]

Hello Felicia,

Thank you for reaching out. I am sorry to learn about the trouble you faced with verifying your ID. I checked, and your documents have been accepted!  You can now see the ID Verification badge on your profile. Plus, your account is publicly visible again! Here’s a screenshot for you to check out.

I noticed you have an ongoing support ticket regarding your concern. If you need any more help, I encourage you to follow up with our team on your ticket so they can assist you further. You can easily access your ticket on this page.

[#11]

Dear Upwork Support Team,

I am writing to address an urgent issue with my account. I have been asked to verify my identity, and despite my efforts to comply with the verification process, my identity has not yet been approved.

Additionally, I have noticed that my account has been suspended. I am concerned as I have not engaged in any activity that would warrant such an action. 

Could you please investigate this matter and provide a resolution as soon as possible? I am eager to resolve these issues and continue using Upwork effectively.

Thank you for your prompt attention to this matter.

Best regards,  

Oluadeniran boluwatife Victor 

[#12]

Same here, got my account suspended for no valid reason. No proper response from support team by email. Even tried to call them in the US and all you get is a voice mail. Absolutely dreadful.

[#13]

Hello Prasad,

I am sorry to hear about your account status. I checked and see that you are already in correspondence with our team on your support ticket. I would like to assure you that we have received your follow-up request, and the agent handling your case will reach out to you soon. If you need further 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.

[#14]

Our corporate account for blocked for no valid reason. Upwork says that I connected from a country that is on the list of sanctionned countries. And this is absolutely not true.

Not only I have never ever been to those countries, but I don't even use a VPN when connecting to Upwork. So this is absolutely ridiculous.

I am now unable to communicate with my freelancers and work is getting significantly delayed. I have submitted more documents for identification that I should have.

The support team by email is responding by standard pre-formatted email, thus not addressing the issues. The chat is just a chat bot. And when I try to call Upwork in the US, all i get is a voicemail. Dreadful support.

By browsing through the forum I see that I am not the only one in this case.

So what shall I do now?

Consider an alternative freelancing platform?

[#15]

You already know the answer.

About support: via ticket. This is singe way available. Run at circle, repeat questions until someone alive will read.

[#16]

Pls I need help regarding my account suspension and identity verification am from Nigeria.

[#17]

Hi Oluadeniran,

I checked, and the verification team requires that you kindly submit the original copy/condition of the ID/document for verification. You can check this help article for more information on the acceptable government ID types for verification. 

[#18]

I dropped the original Id card

[#19]

Hello Oluadeniran,

I am sorry to learn about your ID. I recommend checking out Joanne's help article to see other acceptable government IDs that you can upload to complete your verification requirements. 

[#20]

Hello Oluadeniran,

Thank you for sharing your concern. Upon checking, it seems that your previous submission was rejected because the image of your ID card was not acceptable. Please avoid cropping, altering, or uploading a screenshot of your ID card. You may complete the ID Verification process again through this page. You can learn more here

[#21]

Hello, I'm Nigerian.

My passport has expired, and I need to start my verification process for my first contract. However, I don't have all the documents that were requested. Can I provide any of the following: my bank statement, NIN, birth certificate, WAEC certificate, and University ID card? I wanted to know if there are any additional documents I can provide. I really hope there is, or maybe get verified visually?

[#22]

Hi Iniabasi,

Thank you for sharing your concern. Upon checking, you may also submit driver's license or National/Voters ID. You can learn more here. 

[#23]

Hi RonnaP, thank you for replying. I don't have the IDs you mentioned. Please are there any other alternatives?

[#24]

Hi Iniabasi,

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.

Note that we cannot accept:

• Student IDs, employee IDs, library cards, handwritten IDs, temporary IDs, photocopied IDs, military IDs, and health cards.

I highly recommend you check out the link Ronna shared to learn more about the government ID you can use for verification. 

[#25]

I tried to submit my ID card more than once and it was not accepted.

[#26]

Hello Ibrahim,

Upon checking, I see that the relevant team is currently reviewing your submitted documents manually. Kindly allow 1-3 business days for the team to review and update your account.