Know Your Customer

[d277beaa]

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.

[PradeepH]

Hi John,

I'm sorry to hear that your account got suspended and you couldn't communicate with the person you wanted to hire. I understand your concern about uploading your government ID to verify your identity, especially if you have experienced identity theft before. However, this is a necessary step to ensure the security and trust of our platform and our users.

We take your privacy very seriously and we use Transport Layer Security (TLS) to encrypt the access to Upwork and Secure Socket Layer (SSL) technology to encrypt the transmission of any sensitive information you provide, such as tax information. You can learn more about how we protect your data here. 

Currently, uploading your ID is the only way to restore your account and resume your hiring process. I appreciate your cooperation and understanding in this matter. Feel free to message us if you have further questions. 

- Pradeep

[81d53d55]

So I setup an upwork account recently, set-up my agency account as well, bought a bunch of connects, and sent out some proposals.

All is great up till this point, when upwork asked me to re-verify my account. Okay, so I re-verify my account, and its successful, and to my horror, all my proposals are withdrawn by upwork with NO refund of connect, and NO reinstatement of the proposal after the re-verification.

 I am pretty sure my account is 100% verified before I bought any connect. And if not, then why would upwork allows newly created account to be able to buy connect and send proposal in the first place??? Suspension of the proposal is fine, but this should be temporary or comes with a refund. Otherwise, this whole set-up is ridiculous and scammy, and making me seriously thinking about the viability of upwork as a legit channel!!!

The worst thing is, there isn't even a live chat or email that I can write in to ask. Would really appreciate a support ticket to be raised by upwork customer service to look into this ASAP.

[PradeepH]

Hi Ping,

I'm sorry to hear about the action taken on your account and your experience contacting our support team. I understand how disappointing it must be to have your proposals withdrawn. 

I would like to clarify that you can purchase Connects and submit proposals before verifying your account. I checked your account and it looks like there is a flag triggered on your Upwork account which required additional verification. This also resulted in proposal removal. 

I will share your account with our customer support team to investigate further and check how we can assist you with your concern. You can access your support tickets here. I hope this helps and I wish you all the best with your freelancing career 

- Pradeep 

[8e9534b0]

My KYC was completed and then when I tried adding a billing method my account went into review again, and now it has been in review for more than 4 days. I can't buy connects or add a billing method. Kindly can anyone help me with this?

[PradeepH]

Hi Muhammad,

I am sorry to hear about the delay in reviewing your account. I have followed up with the team handling your account and one of our team members will review and update your account as soon as possible. Thank you for your patience and cooperation. 

- Pradeep

[7099f137]

I have hired a person to help me. When I went to pay him, a banner was across the top of my account that said:

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.

Why has this happened?

[PradeepH]

Hi Robin,

Apologies for the inconvenience experienced while we complete a review of your account. It looks like the billing method you were trying to add has triggered this review process. Please allow 24-48 hours for our team to review and restore your account.

- Pradeep

[1ecfc149]

Hi, Please guide me through the process, I couldn't find how to reach customer support or a real human or how to open a ticket.

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.

[ArjayM]

Hi Zaid,

I can see that you've reached out to our support team and raised a ticket about your KYC review. I've submitted a follow-up to the team handling your case. Kindly expect an update from one the team members on this page momentarily.

[alimohamed15]

I have received this message over a week ago and I don't know what to do

[JoanneP]

Hi Ali,

I've followed up with the team that's handling your account review. Please allow them time to check and update you directly. about your account. 

Edit: Hi Ali, I'm following up here to update you that the team has confirmed that this has now been resolved.

[a68be787]

I was in the middle of getting a quote for my project when I saw a notification in my messages saying - I'm currently restricted from this conversation. what is happening?

[williamtcooper]

Restricted or blocked?

If restricted, attach a screenshot.

If blocked, the client doesn't want to talk anymore.

[PradeepH]

Hi Roxane,

Hi Roxane,

I am sorry to hear about the action taken on your account. I checked your account and I see that one of our team members has already reached out to you via a support ticket for the same concern. 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.

- Pradeep

[30677d74]

Hello Upwork Community,

How can I resolve the situation where I unintentionally created a company profile on Upwork while exploring the platform as a client, and now Upwork is requesting my company information to avoid account suspension? What steps should I take to rectify this issue? 

[ad777f3b]

I'm getting from 5 days. Please solve this issue so that I can add my billing method

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.

[ArjayM]

Hi Muhammad,

I see that you've been coordinating with the team through a support ticket regarding your account verification concerns. We highly suggest you continue communicating with the team through that ticket so that they can assist you more efficiently. 

You may access your ticket on this page and email for updates.

[islanderjoe]

I have been a freelancer on Upwork for many years and just added a client profile a few days ago to hire another freelancer to complete some tasks. My account email was verified, but when I added my payment info, the account was pending until billing method was verified. I was allowed to post an ad and receive responses from interested candidates, but I cannot communicate with them until my payment option is verified. It has been a few days and the customer service chatbot proves to be unable to assist me and I cannot find another method to resolve this issue. No communication has been delivered to me from Upwork to explain the delay or why my payment methods have not been verified. I have tried using both a c.c. and paypal as options. Any help in resolving this is appreciated.

[b2970f45]

Hi Darren, I guess you didn't recieve an answer because the problem is not clear. As I read and see, the main issue is, you cannot hire someone for the project because your payment still on verify process. Try to submit again, a ticket with a screenshot of the problem (the payment verify message) and for sure they reply quicly, seems everything is automated nowadays. Have a nice day! Mery. 

[islanderjoe]

Thanks for your response. I have tried submitting payment information on multiple occasions and still get the same message to wait for 48 hours or contact support if I haven't heard anything further within 48 hours. Well that timeframe has passed and I am no further ahead. Call me blind or simply incapable of navigating the Upwork website, but I am unable to find where I would submit a ticket. Any guidance there? Thanks!

[islanderjoe]

JoanneP,

I am facing the same issue with not being able to submit a support ticket. The chat bot feature is not useful and just repeats the same messages over and over. I have been waiting several days for billing verification so that I may follow up with respondents to a job listing I posted. I recieve the following message whenever I try to submit payment info:
"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 has been more than 48 hours and the hold has not been removed and no one has responded with any reasons why. It is impossible to speak with anyone 'live' to resolve the issue. My job listing is posted, interested freelancers are responding and wanting the job, yet I have to remian unresponsive to them... making it very difficult to start a working relationship on a positive note. How can this be resolved?

[AndreaG]

Hi Darren,

I followed up with the team handling the review on your account and it should all be resolved now. Could you please confirm?

[islanderjoe]

Hi Andrea,

Everything has been resolved. Thank you for your quick response.

- Darren

[b5bf9bb2]

hey today it sent me a notification to verify my account but i dont have a visa or a passport 
and this massage is on the top of my upwork pages( Some of your services are temporarily on hold
We would love to get you up and running again on Upwork. But first, we need you to take a few minutes to verify your identity. Click “Get Started” below to begin or “Learn More” for details. Thank you!)

[AndreaG]

Hi Mohamed,

The documents we accept include passport, national ID card (NIC/CNIC), driver's license, NBI Clearance (Philippines only), tax ID, voter ID, postal ID, or any other valid government-issued photo ID that meets these criteria. Feel free to use any of these or other eligible documents to complete your verification.