Oct 5, 2021 04:51:27 AM Edited Oct 5, 2021 05:26:21 AM by Muhammad A
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.
Solved! Go to Solution.
Apr 25, 2022 07:01:00 PM Edited Jan 13, 2024 06:10:08 AM by Pradeep H
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?
Apr 27, 2022 06:05:18 PM Edited Apr 27, 2022 06:05:32 PM by Ahmed A
Hey! Joanne Marie P.
Thank you I'll let you know if the issue persists.
Oct 12, 2022 01:14:15 AM by Sapna T
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.
Nov 8, 2022 08:49:55 PM by Rockingham D
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.
Apr 25, 2022 03:41:28 PM Edited Apr 25, 2022 03:49:22 PM by Khurram S
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 ?
Apr 25, 2022 07:01:00 PM Edited Jan 13, 2024 06:10:08 AM by Pradeep H
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?
Apr 27, 2022 03:26:57 PM by Khurram S
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 ?
Apr 27, 2022 04:11:34 PM by Khurram S
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
May 2, 2022 12:58:54 PM by Khurram S
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.
May 2, 2022 03:07:28 PM by Arjay M
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.
Oct 12, 2022 01:15:51 AM by Sapna T
Hello Avery, I want to know if someone doesn't have any company details and a registered firm then what documents they should provide to continue his/her work?
Oct 12, 2022 05:32:51 AM by Annie Jane B
Hi Sapna,
Thank you for reaching out. Can you please verify if this is for your freelancer or agency profile? Looking forward to your response!
Jul 6, 2023 02:36:43 PM by Ahmad W
Hello Upwork Team!
I don't know if these are bugs. Firstly, chat support is not available for me. Also, I made a request but marked solved without any response, that's why I'm here. Also, top rated plus is not showing up on my individual profile and agency which was there for six months. Please check and help.
Thanks in advance
Jul 6, 2023 06:12:58 PM by Arjay M
Hi Ahmad,
Thank you for reaching out to us, and we sincerely apologize for the delay. You've contacted our support team regarding your concern and raised a ticket. Please continue communicating with our team through that ticket so that you'll be assisted accordingly. You can check here or your email address for further updates.
Jul 15, 2023 03:36:39 AM by Hassan Y
Hello Arjav, I am facing an issue of Know your customer verification when I opened a client account, I want to close my client account and use only my Freelancer account, what is the solution of it?
Jul 15, 2023 12:16:26 PM by Annie Jane B
Hi Hassan,
Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue. Please allow our team 24-48 hours to review your request and reach out to assist you further. You can access your support tickets here.
Jul 22, 2023 02:27:34 PM by Hassan Y
Dear Annie,
I am not receiving any reply from my support ticket, It's my request to kindly complete the Know your customer verification of my account, I am stuck in it. It's been more than a week since my account is on know your customer verification.
Thank You
Regards,
Hassan Younas
Jul 19, 2023 09:48:52 PM by Hafiz Muhammad A
I am Facing a problem
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.
My account is under review and it is saying that it will take 24 to 48 hours but 60 hours are spend and the my account is still under review... I am also not be able to verify my identity due to this...
Jul 19, 2023 11:30:31 PM by Pradeep H
Hi Muhammad,
I am sorry to hear about the action taken on your account. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here . Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
Thank you,
Pradeep
Jul 21, 2023 01:57:38 AM by Muhammad A
Hello Avery,
I am unable to see the Contact Support section from the bot and also the bot isnt helpful.
I am facing the same KYC problem and it isnt fixed yet even after the expected time being passed. i would appreciate your help ,Thanks
Jul 21, 2023 05:24:52 AM by Annie Jane B
Hi Muhammad,
I'm sorry to hear about that. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Jul 24, 2023 05:26:58 AM by Charlie J
Hi, I am experiencing the same issue. It's been over a week since the KYC began. Please can someone help enable my account?
Jul 24, 2023 06:23:50 AM by NikolaS N
Hi Charlie,
Thank you for reaching out to us. I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Jul 31, 2023 01:09:17 AM by Charlie J
Hi Nikola,
My account is still on the "Know your customer" review after 14 days , I have not received any reply from the support team. Please can you please guide me through the process how long it will take to receive a reply from the support team.
Jul 31, 2023 02:56:19 AM by Pradeep H
Hi Charlie,
Apologies for the delay in reviewing your account. I see that one of our team members is already assisting you via a support ticket. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
Thank you,
Pradeep
Jul 24, 2023 08:10:43 AM by Hafiz Muhammad A
Why I got this message again. Please Help me...
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.
Jul 30, 2023 08:43:19 PM by Pradeep H
Hi Syed,
I am sorry to hear about your account status. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here . Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
Thank you,
Pradeep
Jul 31, 2023 08:22:38 AM by Syed Muntazir I
It's more than 48 hours no support provided yet. No response to my ticket. Even it's more than 72 hours now still waiting to be resolved.
Nov 21, 2023 09:20:28 AM by Katrina A
Hi, I have the same problem. My account is still on hold because of KYC for more that 4 days now. I need my account back as I am having a trouble in withdrawing my salaries. Please help me ASAP!! Thank you
Nov 21, 2023 11:24:56 AM by Arjay M
Hi Katrina,
I've submitted a follow-up directly to the team handling the review. One of the members will contact you via email with more information about the status of your submission. Feel free to coordinate if you need further assistance and they'll surely look into that for you.
Dec 16, 2023 02:56:43 AM by Fahad A
Hi Avery!
same is the issue with me and first i waited for approx 7 days for upwork to contact me but after that still no one contacted so i created a ticket in responce to which i recieved a mail from upwork to submit additional documents to verify my identity and i did the same and after 2 days i got an email from upwork that your identity verification has been completed and your account is verified but still the KYC pop-up is there and i can not purchase connects as when i try to do they say your account is still in verification and i opened a new ticket for it but now its been more than 2 days to that and still no one is reaching out or giving response, please help me out in this!
thanks
P.s: i created a client account on my current freelancer account and after that this all happened
Feb 15, 2024 08:08:03 PM Edited Feb 15, 2024 08:08:34 PM by Abdul A
Pleass solve This Problem
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.
Feb 15, 2024 09:52:32 PM by Pradeep H
Hi Abdul,
Apologies for the inconvenience experienced while we complete a review of your account. Please allow 24-48 hours for our team to review and restore your account.
- Pradeep
May 28, 2024 07:25:36 PM by Pablo L
I do the instructions and received the follwing answer:
[...] Upwork will notify you via pop-up notification and email when it's time to verify your identity. If you want additional information, you can check out the ID Verification Badge article.