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, 

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.

[#3]

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

[#4]

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. 

[#5]

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

[#6]

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!

[#7]

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.

[#8]

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

[#9]

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. 

[#10]

Have you tried to hire yourself, Mohsin? 

[#11]

My account has been temporarily suspended please reactivate my account 

[#12]

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.

[#13]

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 ?

regards

Larry

[#14]

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

[#15]

Thanks

[#16]

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.

[#17]

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.

[#18]

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 

[#19]

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.

[#20]

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**

[#21]

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.

[#22]

Thanks RonnaP.

[#23]

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

[#24]

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.

[#25]

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?

[#26]

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.