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Seth's avatar
Seth T Community Member

Know Your Customer

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. 

ACCEPTED SOLUTION
Luiggi's avatar
Luiggi R Retiring Moderator

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 processAlthough 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.
~ Luiggi

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562 REPLIES 562
Kainat's avatar
Kainat P Community Member

Hi, 

As you instructed I cleared the browser cache, use a different browser and update payment method but it showed notification : 

 

Unfortunately, we were unable to process your transaction. Your account is being reviewed. We may need to verify your identity information. Please check your email for the detailed next steps. If you don’t hear back within 2 business days, please contact us.

 

I didt recieve updated email or any email.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Kainat,

 

I can see that we've raised a support ticket regarding your concern and one of our team members is already assisting you. 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

Kainat's avatar
Kainat P Community Member

Hi, 

Its been 48 hours but i am facing same issue .. no one from your team replied or assist me in this. How long i have to wait. 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Kainat,

 

Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. Rest assured the team will address your concerns and questions in the ticket as soon as possible.

- Pradeep

Chourouk's avatar
Chourouk E Community Member

I have used my husband’s credit card as a billing method and now they are asking me to verify ID. I Uploaded his ID and they rejected. So i removed his card from the billing method and tried to add mine and it didn’t work. I submitted my ID i also got rejected. Im stuck now and cant proceed. Please help!

Ronna's avatar
Ronna P Retired Team Member

Hi Chourouk,

 

Thank you for sharing your concern. I have shared your post to a support ticket to look into this for you. The handling team will reach out to you on the ticket to assist you accordingly.

 

~Ronna
Mohsin's avatar
Mohsin M Community Member

Dear Upwork Compliance Team,

 

Thank you for your message. I would like to clarify that I do not have a company, and I created this buyer account simply to test the buying experience on Upwork. I plan to close the account soon.

I kindly request that you remove all restrictions from my account while I resolve this matter. Please let me know if any further action is required on my end to lift the restrictions.

Thank you for your assistance.

 

Best regards,
Mohsin

Ronna's avatar
Ronna P Retired Team Member

Hi Mohsin,

 

Thank you for sharing your concern. I checked and see that you're already in correspondence with the relevant team regarding the issue on your account. Rest assured that they will get back to you on your support ticket to assist you accordingly. 

 

~Ronna
Natasha's avatar
Natasha P Community Member

Have you tried to hire yourself, Mohsin? 

Muhammad's avatar
Muhammad K Community Member

My account has been temporarily suspended please reactivate my account 

Ronna's avatar
Ronna P Retired Team Member

Hi Muhammad,

 

Thank you for your message. I have converted your post to a support ticket to look into this for you. The handling team will reach out to you on the ticket to assist you accordingly.

 

~Ronna
haiqiang's avatar
haiqiang l Community Member

Hi, 

I cann't verify my identity with my phone. Here is a warning: "you have exceeded the max number of texts that we can send."

 

Finally, I discovered that my mobile system was intercepting your text message. 

 

Can you tell me what I should do ?

1f4b821a_0-1728060981452.png

 

 

regards

Larry

 

 

Muhammad Usman's avatar
Muhammad Usman F Community Member

Hello, haiqiang

I face this problem also. but i fix it successfully. 1st of all you will login in your mobile web browser, after login 2nd step your brower should be in  Desktop site mode. and 3rd step is you can try from brower. then you can easily verify my identity with phone

haiqiang's avatar
haiqiang l Community Member

Thanks

Ronna's avatar
Ronna P Retired Team Member

Hi Haiqiang,

 

Thank you for your message and for the screenshot. I have shared your post to a support ticket to look into this for you. The handling team will reach out to you on the ticket to assist you accordingly.

 

~Ronna
haiqiang's avatar
haiqiang l Community Member

I waited a few hours and it worked. But i have encountered a new problem。

 

After registering with google email, the system automatically recognized it as wan wan

And I changed the name in my account yesterday. The name in the account is now correct.

 

Although the correct name is now in the account management, the incorrect name is missing when authenticating the ID.

John's avatar
John T Community Member

I did my ID verification and got the email then immediately got a second email asking me to verify again. I submitted my documents successfully but when I login to upwork it still asks me to submit my documents. 

It then tells me my driver's license doesn't have corners to which it clearly has corners 

Ronna's avatar
Ronna P Retired Team Member

Hi John,

 

Thank you for your message. I have shared your post to a support ticket to look into this for you. The handling team will reach out to you on the ticket to assist you accordingly.

 

~Ronna
Ayesha's avatar
Ayesha S Community Member

Hi Upwork Team,

I tried to purchase connects using my brother's debit card. As soon as I did this, it immediately showed me a message saying you need to verify your ID. Now, from email of verify id, When I click on Verify, the name field contains my brother's name instead of mine. Now, I am unable to edit the name to mine instead of my brother. I am stuck at this point. Please help me resolve this issue.

Attaching screenshots below as a proof.

 

**Edited for Community Guidelines**

Ronna's avatar
Ronna P Retired Team Member

Hi Ayesha,

 

Thank you for your message. I have shared your post to a support ticket to look into this for you. The handling team will reach out to you on the ticket to assist you accordingly.

 

~Ronna
Ayesha's avatar
Ayesha S Community Member

Thanks RonnaP.

Ali's avatar
Ali P Community Member

Upwork asked me to verify my identity, but during the process, I noticed they had entered a default name that didn’t match the one on my ID card, and I’m unable to change it.

 

Can you help me, please?

 

Gratefully,

Ali Painda

Ivygail's avatar
Ivygail J Retired Team Member

Hi Ali,

 

I saw your post in the community and converted it into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you.

 

~Ivy
Club's avatar
Club T Community Member

It has been 2 days and the account is still on hold. Unable to send offers to hire freelancers. Can someone please look into this?

 

Screenshot 2024-10-07 at 9.51.41 AM.png

Nikola's avatar
Nikola S Retiring Moderator

Hi there, 

 

Thank you for reaching out to us. I checked and it seems that you are already in correspondence with our team on your support ticket. Feel free to continue communication with our team directly on your support ticket, as they are the ones who can best assist you. 

 

~ Nikola