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 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:
- Navigate to the Help Center’s navigation bar and select the “Contact Support” option.
- Choose the “Chat with Upwork” option to initiate a conversation with our chatbot.
- Type in a question or topic and click “Send.” The chatbot will provide relevant articles related to your question.
Retired Team Member
Hello Ahsan,
Thank you for reaching out, and I am sorry to hear about your account limitation. I shared your concern with our assigned team and they advised that they will be reaching out to you soon to assist. You should be able to find a notification about your ticket in your inbox and view our team's message from there. If you reply to the email, that will also reach our team so they can assist you further.
Retired Team Member
Hi Chaudry,
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.
Retired Team Member
Hi Abdul,
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.
Retired Team Member
Hi Monil,
I checked your account and I am pleased to inform you that your verification is successfully completed now. If you have any further questions or concerns, feel free to reply to this message.
- Pradeep
Retired Team Member
Hello Muhammad,
I have escalated your concern to our assigned team and was advised that your documents have been received and are being reviewed. Please allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.
Retired Team Member
Hi Usama,
I am sorry to learn about the issue you encountered when trying to complete the ID Verification process. 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.
Hello, I tried creating a client profile on my existing freelancer account last week for the purpose of hiring someone to be my assistant graphic designer. I don't really have a registered business but I do have active pages on the different platforms where I am offering my Graphic Design Services. Recently, I have had a prospect client who would want to avail of my services but since I'm pretty busy with the client I have here on Upwork, I plan on hiring someone to do the job for me that is why I created a client profile on my Upwork. After creating it, I started seeing an error message on my profile and it says:
"Some of your services are temporarily on hold.
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."
I have reached out to the support team because my issues have not been fixed after waiting for a couple of days for the ticket that I initially created after 48 hours of waiting. Someone did reply to me asking me to provide the details needed for verification but until now nothing has improved on my profile. I even sent a follow-up to the person who replied to my ticket. The worst thing is, I needed my funds to be withdrawn but Upwork is not permitting me to because of the hold status on my account. This is getting me really upset since that error message started popping up on my profile and it made me more upset when the response to my ticket is taking too long. Right now, I am not receiving any more response from the ticket. I am afraid that my account would result in being suspended because of this hold status taking too long. Please, I badly need help on this. Hopefully, I can get answers on this platform.
Thank you very much.
Retired Team Member
Hi Aileen,
Thank you for your message. I apologize for the inconvenience caused by the action on your account and the late reply to your issue. I have reviewed your account and I am glad to let you know that your account is active again. One of our team members has already sent you a message on the support ticket confirming the account activation. Please feel free to contact us if you have any other questions.
- Pradeep
hi, can you help me too, i have the smae exat problem , it is now 2 week. thanks
Retiring Moderator
Hi Abdelkabir,
I can see that you are actively communicating with the team via this support ticket about your account status. Kindly allow more time for them to finish their review and assist you further.
Retiring Moderator
Hi Mohammadhossein,
I can confirm that the team is still reviewing your case. You can rest assured that they will follow up with you as soon as they have an update. Please don't hesitate to continue communicating with them through your support ticket.
