Know Your Customer

[#1]

Hi. I have a KYC banner on my account, there has been no email or request made to me. My account has been paused now. I've tried to contact support but the chatbot wont let me create a support ticket. I got a suggestion to file an appeal but the appeal form doesnt work. 

[#2 · Accepted solution]

Hi Seth,

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. To access our support services, it would be best to follow the steps below:

1. Navigate to the Help Center’s navigation bar and select the “Contact Support” option.
2. Choose the “Chat with Upwork” option to initiate a conversation with our chatbot.
3. Type in a question or topic and click “Send.” The chatbot will provide relevant articles related to your question.

We strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.

[#3]

Hi Luiggi,

Thanks for the explanation. I'm happy to cooperate with any relevant verification process whether it's for my personal identity or my company. I can however only seem to input 1 address which means I cannot satisfy both requirements at the same time.

[#4]

I make new account On Upwork and I submit my ID for varification my Upwork Profile but didn't receive any notification but when I go to again to ID varified link then I see their a message "Your profile approved successfully" Then i start process for puchase connects I add billing method and this billing method charge failed then i try someone else billing method then upwork send me notifcation for Varify your ID for new billing method that I use of my friend

[#5]

Hello Muhammad,

Thank you for your message. To clarify, you should submit or attach your friend's ID when completing the requested verification on the Identity Verification tab using your mobile device.

[#6]

This is **Edited for Community Guidelines** - it does not work. Your chatbot sucks. Does bot help no

matter what.

[#7]

Hi Carmen,

I’m really sorry to hear that you had some trouble with the chatbot. We’re always working hard to improve our services, and your feedback means the world to us! I’ll make sure to pass your report along to our team for a closer look. As for your account status, we kindly ask for your patience and give our dedicated team about 48 hours to finish the review process. If you notice that the restriction is still on your account after that time, don’t hesitate to reach out to us! We’re here to help you further.

[#8]

My account is on a hold for a know your customer review. I'm not able to hire. Please assist thanks.

[#9]

Hey,
I can see a Banner with says that 
Action Required: Verify your identity to continue winning jobs on Upwork. Get started.
When I click on it it says

You are unable to complete ID verification due to a suspension on your account. Check your email to review the status of your suspension. After resolving your suspension, return here to verify your identity.
I already connected with chat support but your bot needs more understanding I asked bot to connect with real person so I can explain him/her about issue but this is someting strange that support is not good.

I already appeal and they said its resolve you can submit documents but as you can see I can't do anything on my account its been a month for same issue.

tell me how i can resolve this or how i can email for verifiction video call etx?

[#10]

Hi Amna,

Can you please try again this time? Our verification team has confirmed that the option to add your documents is now available. You may also want to clear your cache and cookies first or use a different browser. If the issue persists, please let us know. 

[#11]

Hi Upwork team,

I'm a Top Rated Plus freelancer with 6 years of experience on Upwork. My account has been put on hold for KYC reasons and its been more than 4 days now, and I haven't received a response from support in last 24 hours. Here are the details:

• The card attached to my Upwork client account is in my name.
• My client account is under my agency's name and its a virtual agency as we are only focussing on Upwork clients and  have no web address as of now.
• I've submitted a support ticket but haven't heard back

This situation is very concerning as it's affecting my ability to work. Is there any way to escalate this issue or get a faster response from the Upwork team? Any advice or assistance would be greatly appreciated.

Thank you for your help!

Best,

Muhammad.

[#12]

Hi Muhammad,

Thank you for bringing this to our attention. I see that you already have a support ticket open about the issue. I have sent a follow-up for you and the team will reach out to you soon to assist.

[#13]

I am unable to open a ticket for my account how can I?

[#14]

Hello Meer,

I've already escalated a ticket for your concern. Please refer to my response here. 

[#15]

Thank you but I still did not receive any response from the team.

[#16]

Hello Muhammad,

I have notified the team handling your case. Please allow more time for them to review your case and respond accordingly to your ticket. You will be notified of their response.

[#17]

Hey did this get solved for you? I'm going through the same issue at the moment and I'm really concerned 

[#18]

Hi John,

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

[#19]

Thankyou 

[#20]

I was buying connects as i have received a proposal for a job, and when I was buying connects I have added my friend VISA card as I was not aware that it would add to billing details for my account.. now it is asking to complete KYC as this is my account and KYC is asking for my friend, please help me out fixing this and after that I will complete my kyc and also have to send proposal.. Please help me out.

I have tried all the options nothing is working, non of the customer support agent has replied. I have tried to remove old billing info and to add my one, neither old billing information of my friend is showing nor I am able to add mine account. But at verification page my friend name is showing and it is Marked as my primary billing details.

Please help me out.

[#21]

Hi Darshana,

Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you using a support ticket to assist you further. You can access your support tickets here.

- Pradeep 

[#22]

Hello,

Can you please tell me about the update..

[#23]

Hello,

I am writing to express my concern regarding the persistent notification on my Upwork account prompting me to complete my video verification, despite having already completed the process.

On July 10, 2024, I initiated a chat with Upwork support to complete my identity verification. 

Although I can't say what her final decision was due to network issues, I have completed most of the verification process. I submitted my ID before the call, showed up for the call, answered a few questions, and was asked to show my ID during the video call, which I did.

Upwork has made it clear in their article that the purpose of the verification is to confirm my identity. However, despite completing these steps, the notification prompting me to verify my account has not cleared from my dashboard.

Please resolve this issue as soon as possible.

Thank you for your prompt attention to this matter.

[#24]

Hi Toyeeb,

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

[#25]

Hi 

I am having issues varifying my Identity.

There is the warning message on my phone

Action required: Verify your identity to resume activity on Upwork. Get started.

When I click on the get started , it takes me to the next page and I click on it to get a text message.

After I get the text message and  try to sign in the page goes in a loop and ask me to sign in. 

Please is there anything I can do to fix it