Know Your Customer

[#1]

Hi all, I recently created an agency account. I haven't added anybody, but as soon as I created it, I am being shown this notification.
'''
We are completing a Know Your Customer review of your account. This process should be completed within 24 to 48 hours. If the hold on your account is not removed within 48 hours, please contact Upwork Customer Support.

'''

So, kindly help me with this.

[#2]

Thanks Pradeep.

[#3]

Hello Pradeep, I make a client account and my account is on know your customer review, I was unaware of the requirements to make a client account, I want to close my client account and continue with my freelance account only, can you help me with it?

[#4]

Hi Hassan,

Thank you for your message. We've escalated your concern via a support ticket and one of our agents will be assisting you soon with this.

[#5]

Hello, 

I must say, this is extremely frustrating and feels wrong. I am unable to withdraw my hard-earned money due to the "know your customer" hold. This is all because I wanted to create a client acount. There has got to be better systems in place than to put a hold on my withdrawal ability. It has been more than 48 hours. There is no way to reach a human regarding such an important matter. I'd appreciate some assistance. 

Thanks

[#6]

Good morning, 

I attempted to update my bank details nearly two days ago and in a milisecond Upwork refreshed itself and I had this notice on my account that told me some of my services are on hold due to a KYC review. What I don't understand is; Upwork has a copy of my drivers license issued by Missouri. They also have a video verification where I spoke with a Upwork represenative. I should also mention that I am a freelancer not a client. I am also not an agency nor do I ever plan on being apart of one. 

I have two active clients at the moment; one is long term. I have been hesitant to do any work for them due to this hold. I have reached out to support via email to which they responded but have been fairly vague. 

I would like help resolving this issue so that I can continue working for my clients and begin bidding on jobs once again. Also I am on Huges net because I live in the woods. Just because my ISP says I am in Florida doesn't mean I am in Florida. I am in Missouri, and that is something beyond my control. We can't get fiber optics where I am yet, it isn't available. 

[#7]

Hi John,

Thank you for reaching out to us. I checked and it seems that you are already in correspondence with our team on your support ticket. Please allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

[#8]

Thank you for your reply, 

I responded to the support ticket but I have not had a response from Upwork today. When I look at the ticket there is no assigned agent. Also I have been instructed to contact support if the KYC review takes more than 48 hours to which it has. 

[#9]

I've submitted my ID for verification a while ago, but it is still showing the "We're reviewing your documents and will get back to you within 1 business day." note. How long does this usually take?
i have submitted all the legal documents for verification too.
please reply to this as soon as possible.

[#10]

Hi Vishnu,

I shared your report with the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to assist you further. 

[#11]

It's been more than 48 hours since the KYC hold has been put on my account. Could someone please guide me about what to do.

[#12]

Hi Saad,

Thank you for following up. I checked and it seems that you are already in correspondence with our team on your support ticket. Please allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

[#13]

Hi, I'm Ahmed.

I'm facing the same issue and it's taking too long for the know your customer verification. I have submitted my ID card picture too. It keeps on displaying this message 'Some of your services are temporarily on hold.'

Thank you.

-Ahemd

[#14]

Hi Ahmed,

I would like to clarify that Know Your Customer (KYC) is a program developed by the U.S. Dept. of Treasury, as part of the U.S. Patriot Act. It exists to ensure a person is who they say they are and does what they say they are doing. Please know that the review process is handled behind the scenes on an as needed basis. You can find more information here.

The process should be completed within 24 to 48 hours. If the hold on your account is not removed within 48 hours, please let us know and we will connect you with the appropriate team.

[#15]

Hi, Nikola S.

Thank you for the response. It's been more than 48 hours since I have been facing this issue and still not resolved. even after submitting the docs. It will be great if you connect me to the appropriate team or so so that I can continue working.

Thannks

-Ahmed

[#16]

Hi Ahmed,

I've followed up with our team on this so that they can look into this as soon as possible. Thank you!

[#17]

Hey! Joanne Marie P.

Thank you I'll let you know if the issue persists. 

[#18]

Hello, I am also suffering from the same issue. I am very much worried i have submitted the PAN card and Bank statement. But i dont have any company details how my account will start. 

[#19]

I have been waiting for ID Verification for around 24 hours. I can't remember when I submitted my ID honestly and figure it must have been submitted a while ago because the page just says my documents are being reviewed. A hold was placed shortly after I created a job posting

My project is time sensitive and waiting longer will cost me more money to start up. Is it possible to get someone to help with this, please?

I can provide ID very quickly if needed but it looks like I already uploaded it.

[#20]

Hi I just received a notification that 

Some of your services are temporarily on hold.

We are completing a Know Your Customer review of your account. This process should be completed within 24 to 48 hours. If the hold on your account is not removed within 48 hours, please contact Upwork Customer Support.

I already have verifed my account. I tried to withdraw funds but my payment method which I've been using for long to get my payouts I earn from upwork was disabled too, With someone's suggestion on upwork comunity I firstly tried to re-enable but nothing worked and then I removed the payment mehtod and tried to add it again and I received the following error.

Unfortunately, we were unable to process your transaction. Your account is being reviewed. We may need to verify your identity information. Please check your email for the detailed next steps. If you don’t hear back within 2 business days, please contact us.

But, I didn't receive any email as well. Can someone help me out Please ?

[#21 · Accepted solution]

Hi Khurram, 

I want to confirm that we have several verification processes. This helps us confirm that a user's identity is legitimate and they are who they say they are, which keeps the marketplace safe from fraudulent users. 

On Upwork, users may be asked to verify their identities from time to time. In this case, the team is reviewing your account as part of our Know Your Customer (KYC) Identity Information process. Although it may seem that the methods are the same, they are for different purposes. 

If it has been more than 48-hours and your account is still being reviewed, you can come back here or contact the Customer Support Team directly to be assisted further. How do I reach a human in customer support?

1. Please visit Contact Support and click the ‘Chat with Upwork' button.
2. Type a question or topic and select ‘Send’. The bot will find relevant Help articles for you.
3. The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
4. From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.

Update:

Hi all,

This thread has been closed from further replies due to its size. We appreciate your participation in the Community and welcome you to continue the conversation on this new thread.

Thank you!

[#22]

Hi There, it's been more than 48 hours since my some of services are on hold due to KYC process. It was written there that the KYC should be done within 24-48 hours and it's been more than 48 hours. Kindly let me know what should I do ?

[#23]

Hi there, It's been more than 48 hours since I was said my account hold for KYC process and  hold will be taken off in 24-48 hours. Although my account had already been verified around 2 months ago and I've verified badge on my profile as well.  I'm unable to get paid or even I can't add payment method as well. Kindly let me know because more than 48 hours are passed

[#24]

I'm facing the same issue.

[#25]

hello upwork team ! I'm from Pakistan. Few days back I received to complete KYC process. I submitted my Valid ID card and Bank statement. Bank statement I received from Bank didn't have any my name and address mentioned on Bank statement. I contacted my bank and showed them the email with the requirement to be there on statement thus they added my name and my registered address on statement. I submitted the statement and next day I received an email that my account permanently suspended due to some materials are falsified or altered. I was able to login to my account etc but wasn't able to submit the proposal. Even I could work on my ongoing contract. I checked it but I didn't continue work for that day assuming my account is suspended so I should firstly resolve the issue with help of CS team so that client may not be charged unless the issue is resloved. Thus I contacted on my open ticket and gave them all the proofs which I had with me including screenshots of profile information of my banking app where it is clearly visible with my account number and my registered address and my name which exactly matches the name on my ID card and same information is reflected on my statement which bank issued me upon request. Till yesterday my account showed me the message that I can not complete ID verification due to suspension of account. Today I received an email and it was written there to resubmit the documents and I can also see the message is now changed it states "Some of the services are temporarily on hold". The response I received was 

Thank you for contacting us regarding your request to withdraw funds after your account was suspended for a Terms of Service Violation. We will allow an ID verification appeal. At this time we ask that you submit additional documents that would help us validate your identity.

But I didn't request for withdraw funds rather I provided all the proofs and reasons to justify my side to uplift the suspension of my account. The state of my account is same as it was on the first day I received notification for KYC process. I can submit proposals I can buy connects etc. My question is whether the documents requirements are to uplift suspension of my account or is this something different because I submitted all the proofs and video recording to the guys helping me on the ticket but I didn't request for funds withdrawls. Kindly help me out in this situation because I'm even ready to do any thing they requires me to verify my address. 

[#26]

Hi Khurram,

We appreciate the follow-up. I can see that you've been communicating with our team regarding your concern and a support ticket has been created. I highly suggest you continue communicating with our team through that ticket for further assistance and updates. You can check here or your email address for more details.