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]

I have the same issue, ie used my husbands's card I cant change back to my name. Any one can help?

[#3]

Hi Ying,

I can 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

[#4]

Thanks so much, that's really helpful!

[#5]

Hello Upwork Support, my account was put on hold since 22nd of September and I have been limited. The message popping at the header portion of my homepage is stating that Upwork is conducting a "Know Your Customer Verification" and they would get back to me in 48 hours at most. This is almost a week now and nothing has been done to rectify it.

Aslan, a support staff reached out a day before yesterday to ask me some questions to which I responded promptly to.

If further verification is needed, tell me. I need my account up and running because I can't withdraw.

[#6]

Hi Victor,

Thank you for reaching out. I have shared your concern with our assigned team, and one of our agents will contact you shortly to provide more information.  You can easily find a notification about your ticket in your inbox, where you can check out our team's message.

[#7]

I recently added my primary billing method but I used my brother's card (with his permission of course). Then I got the prompt to verify my ID but the name of my brother is showing. I can't seem to change the name even though I changed my billing method to my card. 

Please let me know how to resolve this issue. Your kind cooperation in this regard would be highly appreciated. Regards

[#8]

Hi Dr,

I have shared your post with the relevant team to look into this further. One of our agents will reach out to you on this ticket to assist accordingly. 

[#9]

Looking towards an urgent response.

[#10]

I have been facing difficulty regarding id verification. The name on my id and my profile is same but in the verification tab where we have to add our date of birth there is a name section and the name on that section is different. If anyone knows the solution kindly suggest.Thanks

[#11]

Hi Muhammad,

Thank you for your message. I have converted your post to a support ticket to check this further. One of our agents will reach out to you to assist you accordingly. 

[#12]

My account was on mannual verification. After getting badge another issue popped up. Some of my profiles are on hold I've done the verification thrice but after a little time the notification popped up again. How to overcome this thing kindly help me out. Screen shot is attached below.

[#13]

Hi Ahmad,

Thank you for sharing your concern. I have escalated 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.

[#14]

My identity was verified but stil shos i have to verify my identity

[#15]

Hi Shlok,

You have not completed your Identity Verification process yet, as it appears that your previous submission was rejected. Please click the "Get started" link on your account's notification banner to complete the process. 

[#16]

I’m trying to buy connects but am encountering persistent verification issues. I’ve submitted my driver’s license, ID card, and passport, but each time I receive a pop-up stating, “We had some trouble verifying your ID.

[#17]

Hi Hassan.

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.

[#18]

It's been 20 hours, and no one has reached me.

[#19]

Hi Hassan,

Please allow time for the team to complete their review. I can assure you that your ticket has been escalated to the correct team. The team will update you directly as soon as they have more information. 

[#20]

Hi Awos,

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.

[#21]

So I wanted to buy connects and as I was doing so my account was put on hold. This is because the card I used is my fathers and Upwork has assumed my actual name is my fathers. I've been trying to contact them but to no avail as they don't have a customer support number, the chat bot has been no help. Ive been trying to identify myself but Upwork autofills my father's name and I don't know what to do.

[#22]

Hi Namal,

I am sorry to hear about the trouble you faced while verifying your account. 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 

[#23]

Hello Upwork community!

I’m reaching out here because I need some urgent assistance with my Upwork profile. I recently tried to purchase connects using a debit card provided by my friend, Muhammad Abdullah. However, in the process, I was prompted to verify my ID. The issue is that Upwork now wants to verify my ID using Muhammad Abdullah's information instead of mine, even though the profile is under my name, Kainat Perveen.

Unfortunately, live support hasn’t been able to resolve this issue, and I’m not able to access the 'Submit Request' option either. I’m worried this might affect my account status, and I need help rectifying this as soon as possible.

If anyone from the Upwork team can guide me or connect me with the right person, I would be really grateful!

[#24]

Hi Kainat,

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 

[#25]

Clear your browser cache, use a different browser, update your payment method, and contact Upwork support via their support page. Submit documents matching your profile name and wait for confirmation.