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]

Hi Muyideen,

Could you please try again after clearing Cookies and Cache on your browser? You can also try using a different browser. Feel free to message us if problems persist.

- Pradeep

[#3]

Hi you all. 

I am new to upwork, and sended 3 proposals, which where withdrawn by upwork whit thee title's explanation. I guess was because my ID wasn't verified, but now it is.  I reached chat support, but they say i can't recover my connects

Why did upwork let met sent proposals if my account isn't verified?

Now i lost my connects, and had to resend my proposals.

Thank you in advance

[#4]

Hi Rolando,

I am sorry to hear about the withdrawn proposals. 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 

[#5]

Hey,

I wanna verify my identity on Upwork but unable to do so when I am clicking on the link and it isn't showing my name over there and when I am verifying my complete identity with the required document it isn't verifying

My ID is with the name of Meer Hamza but it's showing Muhammad Zaid how can I resolve this?

Please provide me the way to resolve that issue..

Thanks for your time

[#6]

Hello Meer,

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

[#7]

Dear Upwork Support,

I am writing to express my extreme frustration and disappointment regarding an ongoing issue with my Upwork account verification. Despite successfully completing the verification process over a week ago, I am still unable to purchase Connects or proceed with any job.

Upon clicking "Get Started" to verify my identity, the system correctly opens my ID for verification. However, the issue arises when I attempt to purchase Connects or continue with my project. I am met with the persistent message: "Some of your services are temporarily on hold."

I have already submitted the required identification documents and have waited more than a week for the verification to be completed. This delay is significantly impacting my ability to work and earn a living on the Upwork platform.

I kindly request an urgent resolution to this matter. I have attached a screenshot of the error message for your reference.

Sincerely,
Musaib Haider

[#8]

Hi Musaib,

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

[#9]

Hi team,

I have received a response from Upwork team on Friday and after that there is a complete silence. Can someone please escalate this as it is hindering my work plus giving me very uncertain vibes on what to do next and I am unable to focus on my work. I would appreciate any help here.

Best,

Muhammad.

[#10]

Thank you for following up, Muhammad Shamshad.

I'm sorry you're feeling this way about the situation. I assure you that I have notified the team handling your case. I also encourage you to follow up with our team on your ticket so that they can assist you. You can access your ticket on this page.

[#11]

Hi to everyone!

I'm new at this platform. My problem is that when i was exploring the page and filling my profile, my BF and me noticed that i had to have connects or a membership. He told me he was giving me some connects as a gift, but when we entered his card info and tried to buy the page just said that there was a problem cus' i wasnt verified yet.

So when i tried to verify my self the page putted my BF name as "Primary Billing Method"(Unable to change), ok... So i went back, deleted the billing method but the name was still stuck in there. I tried to add a new BillMeth but the app didn't let me cus' i had to verify my self first but i coudn't 'cus my BF name was still stuck!!! And obviusly mi ID says my name...

Well, after running hours in that viciuous circle i risked, i was afraid that the app took as fraud that i tray to verify with my ID and my BF name. After this finally i was able to add a new Billing Method, so i add my card... But today that i tried to get back and verify by the right way my self (because a knew the ID Verify was not passing the filter), MY BF NAME WAS STILL STUCK IN THERE!!!! and the freakin' support robot was useless.

PLEASE SOMEONE HELP ME!

[#12]

Hi Luisa,

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 

[#13]

I recently completed a contract and my account wanted me to verify my information.

now on my profile it says im verfied, my accounts still on hold and wants me to do the same process over and over again.

im assuming the earnings from my recent contract are being held somewhere since my available balance is 0.00 and I cant update my billing information...

Could someone help me resolve this?

[#14]

Hi Sang,

I am sorry to hear about your account. I see that one of our team members has already reached out to you via a support ticket regarding 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

[#15]

My account got restricted by Upwork on the 8th of July for Know Your Client evaluation, partially restricting my account, and not allowing me to take on new clients or withdraw funds. Now it's been more than a week and the support agent after asking all the relevant info needed to restore my account has been non-responsive. Mind you this evaluation takes 24 to 48 hours to process. 

In this duration, I have lost 2 new clients because of this absurdly slow process. I would like to be assisted on this matter within 24 hours or assigned a more responsive support agent. 

Thank you

[#16]

Hi Sabih,

Apologies for the delay in responding to your support ticket. I have followed up with the team handling your request and one of our team members will update your support ticket as soon as possible. 

- Pradeep

[#17]

Thank You PradeepH, the issue is fixed now

[#18]

"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."

4 days had passed, and the prompt was still there, I didn't know what to do. Please tell me what services are on hold.

My identity had already been verified, and I held the verification badge for a week or two. Any help, please! I appreciate any help you can provide.

[#19]

Hi team,

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 

[#20]

Hi there!

We are getting these notifications on our company account:

"We found a problem with your primary billing method and to put it on hold. Update it now."
"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."

Our payment method is correct and working - we checked it now multiple times and also it is working without issue for everything else. Additionally, we are not able to update our billing/payment method (the process is cancelled as soon as we try to save). We also have not received any email or similar that would give us any indication on how to proceed here.

This whole issue has been going on for about a week now, with Upwork now even having paused our ongoing contracts.

What can we do here? Please help! 😞

[#21]

Hi Lara,

Thanks 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.

[#22]

Hi,

I uploaded my ID card and it asked me to wait for one day.

It's already been two days but I have not received any update yet.

Is there anything else?

Thank you,

Rashid

[#23]

Hi Rashid,

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

[#24]

I have created a new profile at upwork that is basic. Now I' m trying to convert it to Plus profile but getting error "Your account is in review". I'm waiting for this review from last week anuybody here to assist on this?

Thank you

[#25]

Hi Abdul,

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. 

[#26]

Hey there, 

My Identity verification is approved but I am also getting this notification

Thanks.