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]

Subject: Agency + Client Account KYC Verification Exceeding 48 Hours

Hello Support Team and Forum Members,

I hope this message finds you well. I'm reaching out regarding an issue with the KYC (Know Your Customer) verification process for my agency and client accounts, which seems to be taking longer than expected.

It has been over 48 hours since we submitted all the requested documents for our KYC verification. As per the standard procedure mentioned on your platform, this process usually takes up to 48 hours. However, our account status still shows "Under KYC Review".

I understand that there can be unexpected delays sometimes, but it has started to impact our operations. Can anyone provide some insights about why this might be happening? Are there any ongoing issues with the KYC verification process that we should be aware of?

I would greatly appreciate it if someone from the support team could look into this matter and provide us with an update. We are eager to move forward and start using your platform fully.

Thank you for your attention to this matter.

Best Regards,

Denise M

Agency: inter-soft

[#3]

Hi Denise,

We apologize for the inconvenience this may have caused. I've reached out and submitted a follow-up to the team handling the review. Kindly allow them 24 hours to take a closer look at your submission and you will get an update on the status of your KYC verification once it's been thoroughly reviewed. We genuinely appreciate your patience and utmost understanding.

[#4]

Thank you Arjay, now the info has been approved but the financial account of my agency is still block when I have submitted 2 functionning payment method and all required payment methods.

Looking forward to your reply,

Best regards,

Denise M

[#5]

Hi Denise,

I see that you have a declined card on your account. Please remove the card with a declined status and add an active card to restore your Upwork account.

- Pradeep

[#6]

Hello Pradeep, on my Inter-soft agency account- both paying methods are accepted, yet I still get this notification: We are the agency Inter-sfot Ecommerce experts

[#7]

Hi Denise,

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

[#8]

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.

It's been 4 days and my account is still on hold. Please help me fix this immediately. I can't work and withdraw my earnings since my account is on hold. 

[#9]

Hi Avril,

Thank you for reaching out. I checked your account and it looks like our team has already reached out to you with information on why your account has been restricted. Please check your email or access your support tickets here. Kindly coordinate with our team so they can assist you in restoring your access.

[#10]

I had my account verified before but i got the verification Notification again.

But that's not the issue because when i contacted the customer support they said

After a thorough examination of your account, it appears that you've been prompted to verify your identity again for verification purposes and update your information. Please be assured that in certain instances, it is standard to request identity verification even if you have completed the process previously."

i am having issue with the "Full Name" because of the Primary payment method.

They told me to add your own primary payment method with my details i had this issue cleared before my first verification. 

But know i am facing the same issue again and it's been 10 days but no one is responding me back.

[#11]

Hello Mujahid,

Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. Rest assured the team will address your concerns and questions in the ticket as soon as possible.

- Pradeep

[#12]

Hey Pradeep,

Glat to hear that. 

Just one more thing it won't effect my account right i can keep working right?

[#13]

A while ago I made some job posts on Upwork, but my account was suspended. I had to go through the personal verification process, but by the time I was verified, I had already hired on Fiverr.

Almost three weeks ago, I created another job post, and my account was suspended again for a KYC review. I have been back and forth with Upwork since, but they haven't gotten back to me in almost a week, and I am not able to speak to anyone by chat because I have a ticket open even though they stopped replying to me.

They said I needed to verify my company details, but the link they sent me didn't work. I'm just redirected to a page for getting started as a freelancer. https://www.upwork.com/nx/create-profile/

Am I able to hire based on my personal verification and without company verification?

[#14]

Hi Edward,

We apologize for any delays. We've followed up with the team handling your verification. One of our agents will review it and update you directly.

[#15]

Hi . I'm a new worker from China. 

I add a withdraw method, and the passport for validae. But not any feedback, and  My account is holding over for 80 hrs. I dont't know what's going to happend?

Please help to see how Can i solve the problem?

[#16]

Hi Jinguo,

Thank you for your message. As suggested in the error message on the screenshot, our team is in the process of completing a Know Your Customer review of your account. Please 24-48 hours for the team to update your account. Feel free message us if you need further assistance.

- Pradeep

[#17]

Dear Upwork Community,

I'm facing a critical issue with my Upwork account (Account No.): limited financial transactions. I've tried contacting support but haven't received any response. This situation is impacting my livelihood, and I urgently need your guidance or advice.

If anyone can shed light on this or assist me, please respond. Your help is greatly appreciated.

Best regards,
Haseeb Ur Rehman Mughal
Upwork Freelancer (Account: xxxxxxx)

[#18]

Hello Haseeb,

Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. Rest assured the team will address your concerns and questions in the ticket as soon as possible.

- Pradeep

[#19]

Hi everyone. I'm a top-rated freelancer but my services were put on hold as the Upwork team is conducting a KYC assessment on my account. The problem is it's been a week now, and I need to withraw my hard-earned money for an emergency. I submitted  a ticket last week and I hope this issue gets fixed as soon as possible. Have you experienced this problem too? And how fast did this get resolved?

[#20]

Hi Carah,

Thank you for contacting us about your account issue. I am happy to inform you that we have successfully restored your account and updated you via a support ticket. We apologize for any inconvenience this may have caused you and we appreciate your patience and cooperation.

- Pradeep

[#21]

It's been over 48 hours, and I have the following issue on my account.

"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 have already submitted my Govt  ID card front Picture I need assistance on this don't know how to proceed further.

[#22]

Hi Salman,

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

[#23]

Hi Upwork Community,

I hope this message finds you well. I am writing with deep disappointment and frustration regarding a recent experience on the platform.

I invited a prospective client to Upwork to award me a children's book illustration project, which was a significant opportunity for me. Unfortunately, my client has been unable to complete the identity verification process for several days, resulting in the loss of the project.

This situation is disheartening as it not only affects my professional standing but also reflects poorly on Upwork's ability to facilitate smooth transactions. I have reached out to Upwork support, but the delay persists.

I urge the Upwork community and support team to address these verification issues promptly to ensure that freelancers and clients can collaborate seamlessly without such setbacks.

Thank you for your attention, and I hope we can collectively work towards improving this aspect of the platform.

Sincerely,

Hafeez R.

☹️☹️☹️

[#24]

Hi Hafeez,

I am sorry to hear about the verification problem at the client's end that prevented you from working on the project. I understand how frustrating and disappointing this must be for you.

The verification process is a security measure that we use to verify the identity and payment method of our clients. It helps us to prevent fraud and ensure the safety of our freelancers and clients. The process usually takes a few minutes, but sometimes it may take longer due to high demand or unavailability of requested documents with the users.

I apologize for the inconvenience and the impact this has had on your professional reputation and relationship with your client. I assure you that we are working hard to resolve these verification issues as soon as possible. We value your trust and loyalty to Upwork and we want to provide you with the best service possible.

Please let me know if there is anything else I can do to assist you in this matter. I appreciate your patience and cooperation.

- Pradeep

[#25]

I opened my Upwork account last week and have been waiting for my Know Your Customer Hold to be lifted. I have not received any emails regarding how to move forward or how to contact anybody to improve the situation as well. I have tried to contact customer support, but I am only receiving bot answers with links of articles. 

Has anyone else had this problem?

Please let me know how I can proceed!

----"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."

[#26]

Hi Katie,

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.