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]

Dear Upwork Team,

I hope this message finds you well.

I am writing to inquire about the status of my ID verification, which is still pending. As a result, I am unable to apply for jobs or purchase connects, which is affecting my ability to work on the platform.

Could you please expedite the verification process? I appreciate your assistance and look forward to your prompt response.

Thank you!

[#3]

Hi Mark,

I checked your account and can confirm that your verification is successfully completed. If you have any further questions or concerns, feel free to reply to this message.

- Pradeep

[#4]

"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."

Hi. As you can see above, my account has been on hold for the past few days. 48 hours have passed already, but nothing has come of this so far. And I can't talk to a human when contacting support. 

Has anyone had to wait for more than 48 hours to get a response regarding this issue?

[#5]

Hi Mohamed,

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.

[#6]

Hi, I hope you are well. I have an issue regarding my upwork profile verification.

Yesterday I added my friend's credit card to my profile for purchasing connects. And today I received notification for profile identity verification. When I scan using mobile and go to that clink, the name field is pre-filled with my friends name and it is not editable as well. I need help to fix this issue so that I can verify my identity on Upwork. As you can see in attached screenshot, My name is Muhammad Junaid Arshad but field is pre-filled my friends name.

One thing I wanna ask about as i am new upwork that is it allowed to add friends credit card for purchasing purposes and if not please ignore if it is against rules and regulations.

[#7]

Hi Muhammad,

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

[#8]

hi Ronna, 

i have uploaded my nin slip for verification, since the Nigerian government approved this method I don't understand my verification keeps being declined 

[#9]

Hi Abdulsamad,

I checked and I am pleased to inform you that your account is verified now. If you have any further questions or concerns, feel free to reply to this message.

- Pradeep

[#10]

Hi team,

Please review and take actions for ticket 49777561.

Regards,

Hung

[#11]

Hi Quoc, 

Thank you for sharing your concern. I have shared your post with the handling team to assist you accordingly. Please allow more time for our team to review your case. You will be notified of their response.

[#12]

Hi Ronna,
The owner of ticket 49777561 already responsed couple times but have not has any actions further since last Friday. Could you please help to accelerate the process might need to resolve the ticket?
Regards,

Hung.

[#13]

Hi Quoc Hung,

I want to confirm that a follow-up was already submitted, which was also confirmed by Ronna. Please allow our team time to review and update the ticket directly. I appreciate your patience!

[#14]

Hi! It's been more than 48 hours since my account was placed on hold because of the Know Your Customer review.

I've provided the required details under support ticket #49788410 (however, I didn't get a response). How can I assist in getting the hold removed? Is there any additional information I should provide?

Please let me know.
Regards,
Oksana

[#15]

Hello Oksana,

I checked and can confirm that the relevant team is still reviewing your case. You can rest assured that they will follow up with you as soon as they have an update to share. 

[#16]

My account was suspended before I even started using it

[#17]

Hi Wen,

We 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 contact you.

[#18]

Hi Upwork Community,

I’m reaching out for guidance regarding an issue I’ve been experiencing. About 10 days ago, I received credentials from an Upwork employee that turned out to be incorrect. Since then, I have been trying to resolve this by contacting the same daily employee, but I have not received a response.

I also reached out to Upwork Support for help, but unfortunately, I have not been provided with a solution yet, and I’m unsure of what to do next. This issue is preventing me from moving forward with my work, and I’m feeling a bit lost.

Has anyone faced a similar situation or have any advice on how to escalate this matter effectively within Upwork's support channels? I’d really appreciate any insights or suggestions from the community.

Thank you for your help.

Best regards,
Julio

[#19]

Hi Julio,

We can see that you already have an open ticket regarding this issue. One of our agents will update your ticket and assist you further.

[#20]

Hi Joanne.
Thanks for the response and I will be waiting an update on my ticket.

[#21]

Hi Joanne
It's been 12 days now since an Upwork employee provided me with the wrong credentials and ignored my daily request for assistance, and 4 days since the last response from an Upwork agent to my ticket. I found this situation stressful because it is affecting my mental health since I rejected other offers to accept this contract and not being able to work because the professional misconduct of another person is just so unfair.

[#22]

Hello Julio,

I am stepping in for Joanne. I checked your account and it looks like you are already in communication with our assigned team. I'd like to assure you that we have received your recent reply and the agent handling your case will update you shortly.  If you need further assistance, I 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.

[#23]

Hey everyone! My issue began when I uploaded my billing method and put in a different variation of my name by mistake (in a hurry). Since that instance my account has been under review and temporarily disabled even though I immediately changed my billing method and put in the correct variation of my name (my legal name) and have uploaded my ID for verification multiple times as well which have gone unsuccessful. At first I was confused as to why it keeps going unsuccessful but then I realized that whenever I go to the ID verification page, I'm asked to verify my identity under the wrong variation of my name (Basically my legal name is "Saboor Ahmed" and I'm asked to verify my ID under "Abdul Saboor") which obviously would go unsuccessful because "Abdul Saboor" is not my legal name. As mentioned above I have tried to register my billing method under my legal name hoping that on the ID verification page, my legal name would appear but it doesn't even though everywhere else on my Upwork account my legal name has been used. Could anyone please guide me through this issue so I can start working, I would be very grateful. I am also attaching a few screenshots for reference, please find it below. 

[#24]

Hi Saboor,

I can see that you already have an open ticket with the team. Please allow them time to review and update you directly through the same ticket and assist you further. 

[#25]

Hey Joanne!

Thank you for your reply. 

I was finally able to find the ID verification page where I could edit my name and upload additional information as well but I am now facing a new issue which is that I do not have any statements under my name except for my bank statements which are E-statements, hence they don't contain my address and apart from that, all other statements are under my parent's name but I can't upload any of those statements as my surname doesn't match with my parents i.e. my name is "Saboor Ahmed" on my ID and my father's name is "Saleem Akhtar". So all my family members have the surname "Saleem" and so the surname's won't match. I would really appreciate if you could guide me through this issue or tell me who to contact. 

Thank you.

[#26]

Hi Saboor,

This is Ronna, stepping in for Joanne. It looks like the handling team has reached out to you on this support ticket. Feel free to reply directly on your ticket regarding the issue. Our team will be happy to provide further assistance.