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]

Hi Fariha Tasneem,

Arjay here stepping in for Luiggi. We understand that you want your ID reviewed and verified as soon as possible. Rest assured that your case is being handled by the appropriate team. Please allow them 24-48 hours; they'll surely provide an update once thoroughly reviewed.

[#3]

Hi Arjay,

Thanks for the message. This is to let you know that the team has asked for my NIC through the support ticket. However, it won't let me submit my NIC as it asks for "expiration date". Our country do not have a expiration date for NIC. I've also let the team know through the support ticket, but I'm not sure if they can see my further messages over there in the ticket. So, I thought it would be better to inform you as well, if you can let your team know?

Thanks,

Fariha

[#4]

when i need to apply job the '' apply now '' buttom not show ordeactivated. so i cannot submit my proposal for job why the reason and how it can be solved?

[#5]

Hi Lemi,

I am sorry to hear about the issue you are having applying for jobs. I checked your account, and it appears that you will need to verify it before you start applying. You can initiate the verification process from the Settings page. 

- Pradeep

[#6]

I'm with the same problem. And worst, the page of validate always return to the same previous qr-code step. I can't talk to a numan in chat. :(.

[#7]

Hi Pablo,

We can confirm that one of our team members contacted you via a support ticket to assist further with your verification. Please check your ticket here and kindly follow the instruction they have provided. 

[#8]

Hi Upwork team,

My some of service on hold after id verification. Can you help me to remove this hold? 

[#9]

Hi Upwork team,

My some service temporary on hold. Can you help me in this regard ?

[#10]

Hi Ali,

We can confirm that you have successfully submitted a support ticket. Please allow our team time to review and update you directly. 

[#11]

I have been trying to submit a **bleep** ticket.
The 'Chat With Support' feature is NOT HELPING AT ALL.
I have been facing a serious front-end issue on my profile which has not been addressed as of yet.
And, now I'm stuck in an ID verification loop.
I have been trying to reach UPWORK SUPPORT, but the USELESS chat features keeps on repeating things I dont want to hear.
Please, I need some real support, so I can explain my problem and it can be solved.
Thank you!

[#12]

Ok

[#13]

Hi Talha,

We value each member's journey and aim to provide the right level of support at every stage. For personalized assistance, we invite members who have completed an Upwork Academy course or achieved a revenue milestone to contact our support agents. For others, our community forums are a wonderful resource for guidance and answers to common questions, and a moderator can help escalate your question if necessary. This approach ensures effective utilization of our support resources while fostering a collaborative and self-sufficient community environment.

We've checked your account and don't see any limitations on your account. It looks like you've already completed the verification process. Please let us know if you need further assistance; we are here to help!

Thank you for your understanding and active participation!

[#14]

Hello Upwork Community,

I encountered an issue while purchasing Upwork Connects using my father's bank card. After adding the payment method, a popup appeared requesting ID verification. Although I can verify my ID, the verification page displays my father's name, while my Upwork account is under my name.

I used my father's card because I don't have sufficient funds in my account, and he permitted me to use his card. I can provide my own ID (CNIC or any other) for verification, or even my father's ID if necessary. However, I need my name to be associated with my profile.

Could anyone guide me on how to change the verification name to match my Upwork account name? Your assistance would be greatly appreciated.

Thank you!

[#15]

Just let your father verify the transaction. No hassle. I have used my friends' and family members' cards many times. All they had to do was verify the transaction... OTP, Password or personal details. That's it. All the best.

[#16]

it's not about the bank verification, it's an Upwork verfication

[#17]

Hi Huzaifa,

I checked your account and saw that our team has requested that you complete the verification process. To proceed, please click on the 'Get Started' option on the notification banner. 

[#18]

I have KYC pending and taking over 72 hours now. According to Upwork they should reply within 48 hours as stated in their own auto generated message. If I try getting a live support from chat support it is impossible. Firs few days it was okay however as soon as I got ID Verification request from then getting to a real person is impossible.

Upwork is not honouring their stated time any any of the stages they are putting me through.

EIther short of stuff or stuff just sitting there "Upthere" watching may be Netflix.

The communication is completely pathetic and the CEO should resign ? Please vote if you agree.

I kow this is a harsh message but I have been served wrong trying to meet a project deadline. It's been nearly 2 week and this is moving at 0.01 mph.

[#19]

Hi Abdul,

We checked and can confirm that you have successfully submitted a follow-up to our team through your open ticket. Please allow them time to review and update you directly on your ticket so that they can assist you further. Thank you for your patience!

[#20]

Dear Upwork

To be honest it's been over 2 weeks starting from ID Verification to KYC,
KYC has been nearly a week. I feel truly let down and I let my customers
down as I could not make any progress whatsoever. The customers have paid
me but I can not assign work to freelancers who are on standby to do the
work.

If you kindly and urgently look at my KYC then I'd be grateful.

Kind regards

Abdul Malik

[#21]

Hi All

Here I post with disheartend feeling although there are other platforms available and soon I'll be going to if my KYC issue is not sorted. It's been over 2 week it started with my ID Verification and moved on to KYC, I tried chat but a bot is in loopti loop and annoyed me to pit of hell, oh ! what a torment. I replied to the messages and recived and email saying we are looking into it and even replied to that email and let me tell you it's no better than the bot, so I'm in double hell. The sheer fustration is up to my neck and before I loose it I'm going other places. Upwork is not the only solution out there. There many if you just type in Upork or Fiverr like sites in google, then Google gives Freelancers, Bubty and many more. I'd really love if the CEO got sucked for giving this sort of fustration. I know you are going to come back with blah, blah... and justfiy but you're not seeing it from customers point of view, Customer is King as the saying goes, no customer no business, all kapish. I am a UK citizen lived all my life here I provided UK Full Valid Driving License and Utility Bill that took me to next level KYC, KYC wanted Emplyment History, So provided that too and was told 24 - 48 hours, but now it's been 48 million hours and no reply. Is every one Upthere in Upwork watching Netflix and eating Popcorns and taking an occasional peak by turning there eye with great efffort at there screen or something or probably playing Strip Poker. All this sweet talk above means I.ve had it with Upwork and there is nothing you can do to keep me, well you don't care Netflix people. Bye

[#22]

Hi Abdul, 

Thank you for reaching out to us. I am sorry for the frustration this has caused. I checked and it looks like one of our agents already reached out to you directly via a support ticket. You can access your ticket on this page. Please consider following up on the ticket so that our team can assist you further.

[#23]

I am having serious issues with the "Know Your Customer" review process, which is burdensome and non-transparent.

I saw a notification on my account that this review was being conducted, but the information provided is very vague and unhelpful. It has been two days, but I have not received any links or prompts to upload required documents to verify my account/identity.

Meanwhile, I'm receiving repeated notices via email that my payments to my freelancers are being declined, and have gotten requests to update my payment information. However, there is nothing wrong with my payment info! The verification process is what's blocking my payments (this was not made clear until I chatted with a customer support agent). It is completely unfair to my freelancers that they cannot be paid while this process is ongoing. It is also really problematic that I am given no way to expedite it or even provide needed documents!

I am seeking suggestions on how to remedy this ASAP, as I have my own clients counting on me and have hard deadlines.

[#24]

Hi JC, 

I am sorry to hear about the inconvenience this has caused. I shared your report with the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to assist you further. 

[#25]

Can anyone help me, please? I have the same issue as mentioned above: "some of the services are temporarily on hold," and it's been more than 48 hours already, but the prompt is still there. I tried to contact the customer service through chatbox, and I was told someone will reach out to me within 24 to 72 hours. I think that's too much time to wait. I have an urgent project which I need talent for, but I cannot proceed in making a contract because of this issue. Is there a customer service number I can call? 

[#26]

Hi Maestra,

I'm sorry for any inconvenience this may be causing you. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.