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 Saira,

Thank you for reaching out to us. 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. 

[#3]

Hello Nikola,
I received a reply from the Upwork Compliance team and have provided them with my responses. It's been 24 hours, but I haven't heard back from them yet, and my account still has the same issue. I’m unable to add a billing or withdrawal method.

[#4]

Hello Saira,

I am sorry to learn that you have not been able to receive a response yet. I have just shared your concern with our assigned team, and the agent handling your case will respond to you as soon as possible. Please allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

[#5]

Hello Upwork Community,

I am currently facing a “Service Hold - Know Your Customer Review” error after changing the email address of my client account. Unfortunately, this change automatically updated the email address of my freelancer account as well, which was not my intention. I intended to update the email for my client account only, not my freelancer account.

As a full-time freelancer, my business depends on Upwork, and I believe it is unfair to place my freelancer account on hold due to a change I specifically made for my client account. This situation is causing significant stress, and I am concerned about its impact on my profile and business.

I would appreciate any assistance or guidance to resolve this matter as quickly as possible. Thank you for your support and understanding.

Best regards,
Taha

[#6]

Hi Taha,

I see that you'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

[#7]

Yesterday, I requested ID verification and I did, I got your email my account has been verified. Once I send a proposal, you requested same ID verification again. So, I did it again. However, I still can't see verification badge on my profile page.
I am very worried about that. I already send some proposals as boost because they are perfect matched jobs with my skill and expertise. I think you will require same ID verfication again. How many time should I repeat this same ID verification?
I think this is a critical bug of upwork platform. Also, I tried to cotnact a support team member, but upwork chatbot replies with same answers, I couldn't contact any member for last 2 days even I contacted several times. I think this is also very buggy. Upwork chatbot is very bad. Is there no option to contact a support team member???

I want you solve this asap.

[#8]

Hi Viktor,

I am sorry to hear about the trouble you faced while verifying your account and the experience you encountered using our chatbot. I understand your concern with the number of identity verification request initiated on your account and I am here to assist you with your concern. 

While we do try to limit the number of times we ask users to verify their identity, we sometimes need to ask again. This practice is just one part of our efforts to help keep Upwork safe. There are different purposes why you may be asked to verify your account. One of them will be part of our Know Your Customer (KYC) process which will not give you a verified badge.  

Please note there are chances that we may ask you to verify your identity again in the future as part of our ongoing effort to keep Upwork secure and fraud-free. If you have any further questions or concerns, feel free to reply to this message.

- Pradeep

[#9]

Hello everyone,

I hope you can help me with a problem I'm facing on Upwork. I noticed that I have 100 connects, but I am unable to apply for any jobs because the "Apply Now" button is grayed out. It states, "This feature is not available because your client is suspended."

I checked my email and saw their message saying that since I had no activity on the site, my profile was set to private. I have now switched my profile visibility back to public, but I still cannot apply for jobs.

I would appreciate any guidance or advice on how to resolve this issue so I can start applying for jobs again.

Thank you!

[#10]

Hi Njara,

I checked your account and this is related to the pending account verification. You will need to verify your account before you apply for jobs. You can submit your ID documents from the Settings page.

- Pradeep 

[#11]

I've done this several times, and I used my ID card for verification, but it still doesn't work.

[#12]

I can send you photos of my ID card with me if needed for verification, but with 'Persona,' I'm not exaggerating, I've done it about ten times, and it's still not working.

[#13]

Hello Everyone, 

I created my upwork profile about 2 weeks ago. Since then i have submitted identity verification 3-4 times but still my account is not verified neither i am getting any reason from upwork. Moreover, upwork chat bot support is just suggesting general articles to read and check.

Please help me resolve it 

[#14]

Hello Abdul,

Thank you for reaching out. I checked your account and it looks like 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.