Identity Verification

[#1]

It has been more than 48 hours since I did the identity verification process using the Government ID card option. I have not received any response concerning the status of it. Also, I submitted photos of my ID but when I opened the identity verification part on my account settings, below is the image its showing. Kindly assist in resolving this as I have a contract offer I have awaiting me to start on it. I have tried reaching support via email but I have not received any feedback yet, also the live chat support chatbot is not providing any assistance on this as it does not have the option of raising a ticket.

[#2]

It has been more than 48 hours since I did the identity verification process using the Government ID card option. I have not received any response concerning the status of it. Also, I submitted photos of my ID but when I opened the identity verification part on my account settings, it showing my I redo the ID part again, yet i had submitted my ID before and my verification was moved to under manual review. Now it's showing me I upload my ID, when I try uplaoding MY ID it saying cannot recognized the document. Kindly assist in resolving this as I have a contract offer I have awaiting me to start on it. I have tried reaching support via email but I have not received any feedback yet, also the live chat support chatbot is not providing any assistance on this as it does not have the option of raising a ticket.

[#3]

Someone help be know what specific time is support team available to respond to our issues. I have tried raising an issue here but no response yet. And also the chatbot on the live chat to be honest its not helping and it does not have the option to raise a ticket. 

[#4]

Unavailable 24\7.

Create ticket and wait. Only offline support here.

[#5]

How do I create a ticket?

[#6]

Via chatbot. Very hard as you saw.

Ask some moderator here, he will do.

[#7]

I have been asking the chat bot for days to help raise a ticket but it seemed we are not speaking the same language as in , that wasn't helpful. Here no moderator is responding to my issue. I feel very lost. My 7 days period are almost over and I have not been successful in verifying my account. The ID is not accepting.

[#8]

Hello Jackline,

Thank you for reaching out to us. I am sorry to learn that you weren’t able to contact the Upwork Support Team directly or file a ticket after interacting with the chatbot. We are continuously striving to enhance our services, and we truly value your feedback. I will share your report with our team for further review. 

I have converted your post to a support ticket and one of our agents will be in touch with you shortly to provide the help you need. I also encourage you to share more information about your concern on your ticket. You can access your ticket on this page.

Moreover, we strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.

[#9]

Thank you Ivy. My Issue is ID verification. I got an email to verify my account. I verifiied my account both the ID and the automatic selfie. A day later the process returned me to the ID verification stage. I have tried the ID process for a whole day but it indicating cannot recognize the document. I help with this could be helpful. On the issue of the chat bot, when you descreibe your problem its responding that your account is suspended yet the account is not suspended. 

[#10]

Hi Upwork Community ,

I verified my account but a text showing "Action required: Verify your identity to continue winning jobs on Upwork."

Kindly reply if you know anything.

[#11]

Dear Upwork Support Team,

I hope this message finds you well. I am writing to address the recent suspension of my Upwork account that I think might be due to verification issues. My account was suspended following a request for additional verification, specifically a picture of my CNIC, after the initial live scan could not be processed.

Unfortunately, I did not receive any email notification regarding the suspension, which led to a delay in addressing the issue promptly. Upon discovering the suspension, I took immediate action and successfully resubmitted my identity verification using a government-issued ID that was scanned live.

Having just begun securing work through Upwork, the suspension has posed a significant inconvenience. I kindly request the reactivation of my account so that I may continue to build on the positive momentum I have started.

I still see the banner of identity verification on my profile and beneath it i see a blue tick which shows my account is verified. 

Please let me know if there are any additional steps or information required from my end to facilitate the reactivation process.
I have just landed my first cotract and about to take off my freelancing growth but I have delved into this obstacle.
Kindly please help out.

Best regards,

[#12]

Hi Sarmad,

I am sorry to hear about the error message displayed on your Upwork account. I have reviewed it and can confirm that it has already been verified. Our engineers are aware of the error message that appears after the account is verified and are already working to fix the issue as soon as possible.

- Pradeep 

[#13]

 I am facing the same issue of identity verification. I have tried different attempts, and when I submit my profile, it gets submitted. But when I look at it after logging, my profile is showing the same message.

Kindly help me to solve this issue as soon as possible. 

[#14]

Hello! I need help with verifying my identity. I have sent my Philippine Identification ID multiple times but it seems like there is an issue. It keeps on asking me to send a government-issued ID. Is Philippine Identification ID acceptable? Please help. Thank you!

[#15]

Hi James,

Thank you for your message. I am pleased to inform you that your account is verified now. If you have any further questions or require additional assistance, please do not hesitate to contact us. Thank you for your understanding. 

- Pradeep

[#16 · Accepted solution]

Hi All, 

Thank you for reaching out to us and bringing this to our attention. I would like to let you know that we shared your reports with our team, and our engineers are working on resolving this issue as fast as possible. 

We will update this thread once we have more information. 

[#17]

Kindly help me too, i've been trying to verify my ID Since Last week, yet they keep denying it. Please help me out! 

[#18]

Kindly help me too, i've been trying to verify my ID Since Last week, yet they keep denying it. Please help me out! Thank you and i await your response.

[#19]

Hello,

I've been trying to verify my ID, I submitted several times my ID and driver's license and this message always appears: "

Submit for identity review

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

It always says that you've started a manual review but you never approve it, I don't know why, and then it asks again to submit those documents which I have already done more than 10 times. The chatbot doesn't help in anything and I don't know how to contact the Upwork team. Also, I've never received any email from you about this subject.

[#20]

Hello,

I've been trying to verify my ID, I submitted several times my ID and driver's license and this message always appears: 

I've been trying to verify my ID, I submitted several times my ID and driver's license and this message always appears: "

"Submit for identity review

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

I already submitted my driver's license 10 times and it's never approved. After saying that you started a manual review it always ends up asking for my government ID again: 

"Show us a government-issued photo ID

We'll check that the country where your ID is from matches the country in your profile."

Can you help me?

[#21]

Hello MCC,

I am sorry to hear about your ID verification concern and the experience you encountered with the chatbot when trying to reach out to the support team.  We are continuously striving to enhance our services, and we truly value your feedback. I will share your report with our team for further review. 

I have notified the assigned team and they advised me that they have raised a support ticket to provide you with further information and instructions on how you can resolve this matter. I’d encourage you to follow up with our team directly on your ticket and feel free to reach out to them through the same support ticket if you have any more questions. You can access your ticket on this page.

[#22]

Hi Nikola, my account is undergoing manual review after about 5 times of trying to verify my identity, and now it's not even giving me the option to resubmit for verification. What should I do now? I can't apply for jobs without a verified profile. Please help!!!

[#23]

Hello Upwork Support! 

Please I'm Little bit Confused Right Now, I've already Verified My Account and Yet it's still under Restriction. Please Help me Do something to this, It has been Delaying me on some activities that i need to do on my Account. I Need your Quick Action on this Please. 

Thank You for Considering My request! 

Abass M..

[#24]

Hi Abass,

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

[#25]

Hello please help me out with my account verification, they had be reviewing it manually since and I don't know what else to do. Please help me check it and fix it

Thanks in advance.