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 Jul 12, 2024 03:39:32 AM by Luiggi R
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?
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!
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 Nikola S
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