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!
Apr 25, 2024 08:20:41 AM by Luiggi R
Hi Muhammad,
We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Apr 28, 2024 07:20:46 PM by Peter L
I have rtried and tried and tried to the stupid app to take a photot of my licnece but it never does, i have tried my passport as well. Seriosly I have neve had so many issues from a platform like this.
Apr 28, 2024 10:44:30 PM by Pradeep H
Hi Peter,
I am sorry to hear about the challenges faced by you while verifying your account. I see that one of our team members has already initiated a support ticket to notify you about the verification. 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
Apr 28, 2024 09:31:42 PM by Jose R
Hi
i am a client with some urgent work I would like to commission. I signed to Upwork since Saturday and received messages to verify my identity. I have taken a picture and uploaded my passport and residence ID at least 5 times but the process doesn't complete and cannot send messages or post jobs. It has been now about 48 hrs. This is getting pretty urgent now. The message below continues to show. Happy to do what it takes to solve it. Appreciate any help.
Thanks
Jose
Action required: Verify your identity to build trust and connect with freelancers. Get started.
Apr 29, 2024 12:49:40 AM by Pradeep H
Hi Jose,
I am sorry to hear about the challenges while verifying your account. Please don't hesitate to follow up with the team directly on the same support ticket if you have additional questions 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.
- Pradeep
Apr 28, 2024 11:26:46 PM by Mohammed O
Hello Upwork support team
Around 5 days before i posted the problem i face regarding delayed identity verification; and i have been informed that my concern is forwarded to the upwork team. Right then i get a notification as some of my service are temporarily on hold and i have to verify my identity. Then I uploaded MY ID the same day i got the notification and i was informed as my id is being reviewed and the review process will be completed within one business day. But it have passed 3 days since i have submitted my ID but not any resonse yet. Its so frustrating that an international and well organized online platform like upwork takes more than 10 days to give a response for one clients identity verification issues.
I am appealing to get a solution again and again. Please take my concern seriously. Fore more i have attached a screenshot file here.
Apr 29, 2024 02:45:52 AM by Pradeep H
Hi Mohammed,
I sincerely apologize for the delay in processing your identity verification and the frustration it has caused you. I understand the importance of resolving this matter promptly, and we deeply regret any inconvenience you have experienced.
I can see that you're already communicating with the relevant team via a support ticket regarding your 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
Apr 30, 2024 12:46:01 AM by OluFunmi D
Hello,
I'm new to Upwork. I just tried posting a job and got this message
"We're unable to post your job because your company has been suspended. Contact Upwork Support for more information"
Kindly help resolve this.
Thank you
Apr 30, 2024 02:45:17 AM by Pradeep H
Hi OluFunmi,
I am sorry to hear about the action taken on your account. I checked your account and it appears that this is a temporary restriction while we wait for you to verify your account. I can see that one of our team members has already notified you about the same 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.
- Pradeep
Apr 30, 2024 02:08:54 AM by Musaddiq S
Upwork doesn't offer me a reason and didn't send me an email about it either.
So I don't know what to do to unsuspend my account and post a job.
Furthermore my freelancer account is still not verified
Apr 30, 2024 03:57:01 AM by Pradeep H
Hi Musaddiq,
I am sorry to hear about the action taken on your account. I checked your account and it appears that this is a temporary restriction while we wait for you to verify your account. One of our team members has already notified you about the same 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.
- Pradeep
Apr 30, 2024 02:25:49 AM Edited Apr 30, 2024 03:40:36 AM by Michael S
Hello,
like many people since apparently 2020 I experience a problem hiring freelancers. After posting my job I could not message them (clicking "send message" simply does nothing) and I cannot hire them (hire button is greyed out).
I cleared my cache, updated my profile information with address, phone number and credit card and I tried a different browser. Problem persists.
[edited out my personal frustrations with the web-app, it doesn't really matter in the end]
@ the human customer support staff: I kindly request your assistance 🙂
Edit: Forgot to say that I also tried withdrawing the job offer to hire the freelancer directly. Does not work either: now the "hire" button is green but the cursor becomes a "forbidden sign" when hovering over it.
Apr 30, 2024 04:22:44 AM by Pradeep H
Hi Michael,
I am sorry to hear about your experience and how you feel about the same. I understand how important it is to have a smooth and efficient hiring process, and I'm here to assist you in resolving this issue.
I appreciate your efforts in troubleshooting the issue, including clearing your cache, updating your profile information, and trying a different browser. I checked your account and it appears that your account is due for verification. Due to this, your account has been limited. We have also indicated this through a message on the homepage of your Upwork account as seen here. Please click the Get started to proceed with the verification and follow the on-screen steps to upload your documents. Please allow 1-3 business days for the team to review and update your account after you upload your documents. If you have any further questions or need assistance, please don't hesitate to reach out. We're here to help.
- Pradeep
Apr 30, 2024 04:38:51 AM by Michael S
Hello Pradeep,
thank you for getting in touch with me so quickly.
The notification for verification specifically states that I should complete in order to "continue winning jobs". It appeared back when I considered freelancing. There is no apparent connection to me posting a job, which is why I ignored it. Upwork has verified my phone number AND my credit card. It is completely unreasonable to demand a government ID and pictures of myself when everyday companies are getting hacked and data is being leaked.
If verification with these privacy unfriendly steps is the only way to hire clients unfortunately I cannot proceed to use Upwork.
Kind regards,
Michael
Apr 30, 2024 05:18:49 AM by Luiggi R
Hi Michael,
My apologies if the message in the notification was confusing; we greatly appreciate your feedback, and I'll share this with the relevant team.
I want to clarify that this process also applies to your Client profile, as Pradeep shared above. We occasionally require customers to verify their identity and payment methods to ensure a safe and secure workplace. You can learn more about how we protect your private information in this article.
May 1, 2024 04:18:31 AM by Ameer H
Hey!
I recently created Upwork Client account and its show this message on top.
But when i click get started and scan in my mobile it open in browser same page there's no way to verify identity here.
Kindly help me to resolve this issue.
Thanks
May 1, 2024 04:51:25 AM by Luiggi R
Hi Ameer,
Thank you for bringing this to our attention. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
May 1, 2024 04:51:27 AM by Luiggi R
Hi Ameer,
Thank you for bringing this to our attention. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
May 8, 2024 04:28:45 AM by Yahya S
I am new to upwork and I was asked to verify my account and provide some ducuments which I provided. When I check in settings it shows my account is verified but there is still a hold on my accounts that prevents me from sending payment to people I want to hire
May 8, 2024 06:11:28 AM by Luiggi R
Hi Yahya,
We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
May 8, 2024 08:48:45 AM Edited May 8, 2024 08:49:26 AM by Muhammad A
I'm reaching out because I'm encountering an issue with my Upwork account. Despite completing the ID verification process, my account remains on hold.
I've followed the instructions and submitted all necessary documents. However, it shows :
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.
May 9, 2024 08:32:45 AM by Lincy L
Hi all,
My account has been on hold for more than 3 days due to the KYC review. But I didn't receive any suspension email informing me about what I can do. I tried to contact the support, but it seems that it's just a chat bot without providing any effective solutions. It's so frustrating to find customer service on Upwork.
I published an urgent job, and there are many proposals to review. But with the account restriction, I can do nothing. Can anyone help me with this? Thanks!
May 9, 2024 08:58:12 AM by Luiggi R
Hi Lincy,
Thank you for reaching out and I'm sorry if this caused any frustration. I see that you've recently raised a support ticket regarding your concern. As soon as the next available agent gets your ticket in their queue, they'll contact you to assist you further.
May 12, 2024 02:35:14 AM by Waseem U
Some of your services are temporarily on hold
Recently, I created a client account on top of my freelancer account. However, when I try to add a billing method, I end up getting the following message:
"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."