Identity Verification

[5cb59c16]

Hi Team, 

Today I got my Identity Verification tab in my settings, I have a few questions: -

Q.1) I don't have any last legal name so how are you guys gonna verify my Identity?

Q.2) In my UpWork profile, my current name is "Tushar Sharma", but legally I don't have a last name so what should I do next to get my UpWork Account Verified?

Q.3) My last name in my UpWork profile i.e. "Sharma" is used by me because it was required by UpWork account registration

Let me know your thoughts on it.

[be572e9e]

Could you elaborate as to why verification isn't needed? As a voiceover artist don't I need to prove I am a real person and not a bot or scammer?

[dfb20cc2]

Hello upwork team,

I have successfully verified my identity after facing lot of trouble in first occation with the support of upwork team. I was unable to submit my ID card as it says unsupported ID format. I am Sri Lankan and I have only government issued ID card. first side only has photo and alternate side has the details including name bithdate and etc. I have told this in first time also and as in the ID verification option it has only one image upload option I had to go through it twice to upload by both side of ID. How ever with the upwork team help (They send me new link to upload ID card. By uploading through that link error message didn't receive) I successfully verified identity and it's solved.

But today again I got a email to re verify my identity to continue working on upwork. So still I can't verify by self as it says unsupported ID format and all problems I mentioned above will occur again. So what should I do now? can someone help. And how many time should I have to do this more?

I wrote to upwork a long letter and send all my documents to prove I am genuine freelancer working in this platform with lot of dedication. I have attached all my documents in my previous request but now it's closed as it was solved last time.

[9fc2e610]

Hello team, I am having issues uploading and getting my government issued ID for verification. I am currently suspended and need assistance with this. Thanks.

[LuiggiR]

Hi Olowonefa,

I'm sorry to hear you were having trouble with the verification process. Upon checking with the relevant team, I can confirm that you've successfully passed verification. Don't hesitate to let us know if you need further assistance. 

[b40fb47b]

May I help you then

[f2780abb]

Hello,

1, About the latest profile photo, your team haven't confirmed it until now.

2,About your website refuse me to upload new profile photo, your team suggest me to use another browser and clear the browser cache and cookies. but it doesn't work. and your team asked me to wait for another 24-48hours, now time is pass.

How much time do you plan to spend on dealing with this 2 simple problems? 24days?

It taked me 1week to do this Identity Verification, but no work.

What is wrong with you? 

[LuiggiR]

Hi Monica,

I'm sorry for the trouble you've been having with the verification process. The team just followed up with you via a new support ticket with an update regarding your verification status. Please refer to it for more information and don't hesitate to follow up if you have questions. 

[f2780abb]

Hello,

All of materials I summitted are true.

Why do your team reject it?

And the old problem wasn't solved, the new problem is happened.

I need to ask you again and again here.

Don't your team know my problem is not solved at all?

If it takes longer than 3 business day you promissed, isn't there a faster solution?

Don't your team want to improve the way of solving problem?

It will wast a lot of time between your team and freelancers.

[75c64519]

Hello, Upwork Team!

I secured my first gig at Upwork, and upon it, I was requested to verify my identity. I have gone through the process thoroughly, but when it comes to the option to upload my identity card, I have only one option, which is a passport, which I do not have at the moment, but I do have a national (citizen) ID card. Im from Tanzania

Please help me. How do I go around that before 7 days?

[LuiggiR]

Hi Erick,

Freelancers requested to submit identification documents should submit any of the documents listed during the verification process. Note that the list is different for each country. If you do not have any documents from the list, you can submit a different government-issued photo ID, ensuring it’s unexpired and valid. This will trigger a manual review process, and you'll need to allow 1-3 days for the review to be completed.

[75c64519]

Hello LuiggiR

I have tried, but it keeps telling me I have uploaded an unsupported type of ID. Currently, I have a national ID, Voters Id. 
I have attached a screenshot below

 

[bb0d70e8]

Hello,

I am trying to verify my ID. I have tried two separate links. Both show not page content/page not found/404 error. Link #2 is the one I was automatically directed to when prompted to verify my id. This is really frustrating. I hope I can recive assistance ASAP. 

https://www.upwork.com/ab/identity-verification/

[ArjayM]

Hi Vishal,

I've checked, and it doesn't look like you need to verify your account yet. The team will let you know if there is a need for any verification in the future.

Please know that verification cannot be requested but is slowly being rolled out to users of Upwork. Suppose the team finds the need to verify your account. In that case, you will be notified through an email or through a notification in your account with more information on how you can complete the verification process.

Regarding the error you're receiving, please send us a screenshot of what you can see from your end. We'll coordinate with the team and assist you accordingly. We're looking forward to your response.

[bb0d70e8]

My account verification option are not show in settings please help 

[LuiggiR]

Hi Vishal,

As Arjay shared with you here, you're not currently required to verify your account yet, so you will not see the option on your settings page. You will be notified once you're required to complete a verification process. 

[bb0d70e8]

Same problem face please help 

[66fee8ce]

hi, i m living in KSA on visit visa. I m trying to upload my  valid visa but its not accepting and showing that its expired. though my visa id isnt expired. kindly guide me how to resolve this issue.

[ArjayM]

Hi Hafsa,

I've contacted the team handling the review and shared your ID Verification concerns. Rest assured that one of the team members will reach out via email with more information and further assistance. 

[42940d9e]

I have an experience 8.5 years of in both US and UK-based companies as a Manager of Customer Support but it's not that just because I am struggling to reach out to a real human is an issue I can see unfortunately UPWORK has a long and huge gap to provide instant support services, I think it's a big gap that needs to be filled and I can discuss to resolve this with the contact ratio or It seems like UPWORK policy maybe now to rely on AI Bot for chats and emails and all the other concerns should be via email AI cannot resolve but the good news is you are exceeding 24 hours with not a single response from your agents raise a big question that if you some how to fill at least the email response time to 24 hours which normally big companies at least set these standards and uplift UPWORK standards (Just an Advise as an experienced manager for customer support can give)

Now back to my issue I have my proof of identity from my Valid UK Visa and latest Bank Statement both can be used as per your vice versa responses I have read for ID Verification and Address Verification that I am living and residing in the UK, but your system which should process this is 30 seconds not able to see the image or read it.

I have already shared all the required documents images in JPEG good graphics but someone human Should Read that my name is there the UK Visa if you have added in your system you should know or your agents know or your system should know how to read it and how it looks like so maybe your support needs some training on reading document this is the second gap I found in your system making this whole process very strick as one agent comes approve your ID verification and there comes another agent comes and identify another issue which is fine I am resolving all the issues as your agent once approved my ID Verfication and then another agent/lead/ or manager Mr. Jordan comes to identify that I have an issue with D (My last name 🙂 ) which I have now update now again back to square one start fresh IMRAN, now again your system is not able to read and on the other address verification you know that to get the bank statement its always in PDF so I got the rejection by saying that non-supported document, now this process escalated so many times that I do not believe in your automated identity verification system so I tried around 8th times to your live chat bot to get me through to some human agent but nope, you cannot no matter what, I tried to reach out to both your numbers on your contact us and left a voice mail but nothing.

I believe it is frustrating because I belong to this CUSTOMER SERVICE industry and these are not the industry standards in developed cuntries like UK/US/ or Canada, they serve customers up to their full potential but seems like upwork is bit far lacking I cannot tell about others but in my case, do you have a manager or lead who can check why I never received any response from your two agents cannot identify my documents so either they are outsourced and limited in their training or high contact ratio which I can understand or any other reasons but I feel aftering going through this scenario is an opportunity that there is a high demand of customer support and AI for now is limited, so any Manager reading this or agent can forward this email of mine to their seniors by the way I will try to find someone in senior and share my feedback where I myself can help upwork optimize this whole customer support which yes cost you more than what you are paying right now but keeps on the top of the game because if any new system like UPWORK launched with better customer support (human touch) can I know it takes time but they can beat you after some time.

Anyway long story short please resolve my concern by checking my day light-taken pictures of valid documents, and letting some human read them if he/she cannot understand then forward them to some senior to read them, and if still some issues then speak with me.
Cut this crap and let me move on working on Upwork otherwise, I will share one nice good review on Trustpilot and other social media platforms because it is an unfair system seems like discrimination which I think an organization like UPWORK should not do that, with any valid reason I am ok to help and provide support but try not to be unreasonable.

Thanks,
IMRAN DURRANI

[ArjayM]

Hi Imran,

We certainly understand your concern and sincerely apologize for the inconvenience of waiting. In some cases, we may need more time to review the submitted information, but rest assured the team is working around the clock and as fast as possible.

That said, I've submitted a follow-up to the review team to give your case the attention it deserves. Kindly expect an update from one of the team members momentarily.

[f2780abb]

Hello,

According to your reply(see pic1 as attached),I have to answer your question here.

1, pls know that I am from China, all of the ID card are Chinese version, no English name on it.

Do you want me to write down my Chinese name on upwork? Only if I use my Chinese name here, my profile name is the same as my name of ID card. But after I checked the freelancer from China, they only use their English name here, how do you pass their Identity Verification? of course, Monica is my English name and the first name, Q is my last time. do you still have any problem?

2, I can't upload my new photo on my profile setting(see pic2 as attached), why don't you solve this problem on your reply as I emphasized this problem again and again? I Used different Internet browsers in Incognito mode, and cleared browser cache and cookies, but it doesn't work.if you always avoid solving this problem, how can I solve my problem?

[f2780abb]

I found I can't update my profile name and photo at all, your website refuse me to do that.

[JoanneP]

Hi Monica,

I'm really sorry to hear that you are experiencing issues completing the verification steps. Could you please share more information about the error you're having so we can investigate further? 

[f2780abb]

Hello,

When I updated the profile photo, it showed that "Sorry, something went wrong. We were unable to upload your image." and “Unable to get a proper response from the server”.

Pls ask your technical support team to contact me, I don't think your customer service can solve this problem. Don't wast our time anymore.

 

"

[LuiggiR]

Thank you for letting us know, Monica. We’ve escalated this issue via a support ticket. One of our agents will be in touch with you soon to assist.