Know Your Customer

[d277beaa]

Hi all, I recently created an agency account. I haven't added anybody, but as soon as I created it, I am being shown this notification.
'''
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.

'''

So, kindly help me with this.

[NikolaS]

Hi Katie,

Thank you for reaching out to us. I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[8945bcc6]

Hi there, I recently created a user account using my Gmail account. I tried to hire someone for my job post, but as soon as I created it, I was shown this notification.

"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."

Anyone is able to help or provide support with this. I have emailed support-responses@upwork.com to expedite the process, as i really need to use my account. 

Appreciate a quick response to resolve this matter ASAP. 

Thanks, 

Rad 

[759e32fa]

Hi Rad,

Thanks for reaching out. I want to confirm that we have several verification processes. This helps us confirm that a user's identity is legitimate and that 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. 

Kindly proceed with the verification process and if it has been more than 48 hours and your account is still being reviewed, you can come back here and let us know.

[96779779]

Hi there,

I think I have the same issue. I already submitted a request to appeal, however, Upwork emailed me this. (see photo below).

Please advise. Thanks!

[PradeepH]

Hi Nestle,

Thank you for your message. I checked your account and I can confirm that we have already received your appeal request. I also see that one of our team members has already notified you about the action taken on your account and the next steps to restore your account. You can access your support tickets here.

Please complete the requested verification so that our team can restore your account as soon as possible. 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

[52315ab2]

I created my account and noone as replied to my messages in the support for a week. When I try to contanct the Support, the Chat bot will not let me talk with a human support. 

The message I see on my screen:

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.

HELP ME!

[759e32fa]

Hi Kristian,

Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. I already followed up with the team so they can update you on the status of your support ticket. Rest assured the team will address your concerns and questions as soon as possible.

Please avoid creating several tickets or posts for the same concern so that the team can assist you more efficiently. We seek your patience and utmost understanding while sorting this out for you. Thank you!

[759e32fa]

Hi Kristian,

Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. I already followed up with the team so they can update you on the status of your support ticket. Rest assured the team will address your concerns and questions as soon as possible.

Please avoid creating several tickets or posts for the same concern so that the team can assist you more efficiently. We seek your patience and utmost understanding while sorting this out for you. Thank you!

[de2b8ba5]

Hello, I recently joined Upwork as a client. I verified my details and saved some talents. However, the hire button is greyed out, and I can't hire anyone. I have tried clearing my cache and using a different browser.

[PradeepH]

Hi Valentino,

I am sorry to hear about the trouble while hiring talents on your account. I have reviewed your account and I found that it has been temporarily suspended due to an issue flagged on your account. I see that one of our team members has already notified you about this via a support ticket. 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

[khalidaehaab]

Dear Upwork Support Team,

I write to bring to your attention my growing concern regarding the ongoing account hold, which surpasses the initially communicated timeframe of 24-48 hours. Regrettably, four days have elapsed since the initiation of the Know Your Customer (KYC) review, and the hold persists. I acknowledge the necessity of KYC reviews in ensuring platform security and compliance. However, the protracted account hold disrupts my ongoing projects and restricts access to potential opportunities, causing significant inconvenience. I have diligently followed the instructions provided, awaiting the completion of the KYC review. Should additional documentation or information be required from my end, I am prepared to promptly provide the necessary details. I value my association with Upwork and prioritize adherence to platform policies. Therefore, I am committed to complete cooperation for a swift resolution. Understanding the volume of inquiries you handle, I seek your immediate attention to expedite resolution. Your swift assistance will be highly appreciated, and I trust we can collaboratively achieve a prompt and positive outcome.

Thank you for your understanding and cooperation. I anticipate your prompt response for the timely resolution of my Upwork account hold.

Cheers,

Mohammad Khalid Ibrahimi

[ArjayM]

Hi Muhammad Khalid,

I'm sorry for the inconvenience and the delay with the review. I've reached out and submitted a follow-up to the team handling the review on your account. Kindly expect an update from one of the team members on your ticket here momentarily.

[758edeea]

Hello. I had tried to create a client account from my freelancer account.
But the below happened(Attached image).
https://community.upwork.com/t5/Clients/Some-of-your-services-are-temporarily-on-hold/m-p/1500061/th...

"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."

At that time I received the below message from a member of upwork support team and then I replied several times with my correct user information. It has been more than 15 days but no reply from them. Please help me.
**Edited for Community Guidelines**

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.

[LuiggiR]

Hi Kamran,

I'm sorry for the delay in getting back to you. Upon checking your ticket, I can confirm that the team has recently reached out with more information regarding your account status. Please refer to your ticket and don't hesitate to follow up with the team if you have additional questions. 

[a08c1280]

Hello. Please I'm having a similar message of "

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." and it's past 48 hours. Please anyone help resolve issue. Thank you 

[JoanneP]

Hi Makins,

The Know your customer review is going to be processed by our team. This is done by requesting that you complete the ID verification process. If they need more information from you, they will reach out to you directly. In the meantime, you can check this help article for more information. 

[a08c1280]

Thank you Joanne. There isn't a place to complete the ID verification. Is there a link to do that or I would have to wait to be contacted before the ID verification? 
thank you

[ArjayM]

Hi Makins,

Arjay here stepping in for Joanne. That is correct! You cannot initiate the identity verification yourself; it cannot be requested. If the team finds the need for you to do it, you will receive an email detailing the instructions for completing your verification. 

[be56bfa0]

It shows me an issue that I have not been verified;

(Action required: Verify your identity to build trust and connect with freelancers. Get started.)

but in the section where the confirmations are, it shows that everything has been verified. (Identity verification:

1. ID document verification Successfully verified on 2024-01-22
2. Location verification Successfully verified on 2024-01-22
3. Visual verification Successfully verified on 2024-01-22) Can you sort this out so I can use your app properly, or respond to the issue?

B.R. Normunds

[PradeepH]

Hi Normunds,

Thank you for your message. Your account has been successfully restored by our team. You can now access it without any verification prompts. We are happy to help you with any other issues you may have.

- Pradeep

[b47c4c43]

Hi,

I am a freelancer on Upwork for over a year. I also have a client account with same email address that I am using for hires for tasks that falls outside of my skillset on my business.

Today, I promted to make a payment to a freelancer on my client account. However, transaction did not pass through and then I got a note on my home page saying "Some of your services are temporarily on hold. We are completing a Know Your Customer review of your account." This note is on by both freelancer and client accounts. So both of my accounts are effected.

Weirdly, the freelancer I wanted to hire got his accout suspend (not service hold, fully suspension) around an hour after this. 

So right now:

- [As Client] I am not able to pay the freelancer

- [As Freelancer] I am worried about what's going on and why this is happening.

I wonder if this a general issue on Upwork. Because nothing was unsual in all these steps. Besides, I did not get any email from Upwork asking for verification.

I would appricate any clearification on why this issue might have risen, as this is quite stressful situation. Also any guidence on how this issue will get resolved, is welcomed. 

Thanks,

Taha

[LuiggiR]

Hello Taha,

Thank you for reaching out. I see that you've recently raised a support ticket regarding your concern. As soon as the next available agent gets your ticket in their queue, they'll contact you to assist you further.

[b47c4c43]

Hello Luiggi,

Thanks for your reply. However, it's been 48 hours and I still have this issue, and still waiting to hear from the support team. 

Thank you for your time and help.

Best,

Taha

[LuiggiR]

Taha, I'm sorry for the delay in getting back to you. I notified the team on our end and they've just followed up with you with more information. 

[b47c4c43]

Hi Luiggi,

I have responded to the team's message to clarify the situation with my account on Upwork's end. I am looking forward to hearing back from you and being able to process payments again. Thank you for your assistance.

Best,

Taha

[PradeepH]

Hi Taha,

Thank you for responding to the support ticket. I can confirm that we have already received your response and it is in the queue with the relevant team. Please allow 24-48 hours for the team to review and respond to your support ticket. 

- Pradeep

[b47c4c43]

Hello Pradeep,

I understand that support team might be busy with tickets. However, it's been another 48 hours on this issue. I think you needed information about my client account. I quickly answered the team's message and gave them the information and documents they needed. Although the issue originated from my client account, I am experiencing the same service hold on my freelancer account. Currently, I am unable to receive payments due to the service hold on my client account. Is there any possibility you could expedite the process? Thank you for your efforts and time.

Best,

Taha

[ArjayM]

Hi Taha,

We understand the urgency of your account concern. I've contacted the team handling your case and submitted a follow-up to give it the attention it deserves. Kindly expect an update on the same ticket and your email from one of the team members momentarily.

[b47c4c43]

Hi,

Thank your for effort on helping me. This time I am asked "what services you hire for?". I responded quickly. However this is quite frustrating as there is no ground for my account beeing restricted. I have not made anything wrong wheter on my freelancer account or on my client account. I've been explaining what I hire for, since I created the ticket a week ago. Yet, i am still getting asked same question.  Besides, you have access to all my job postings, proposals, messages and everything. Does it really take these many days to ask me "what do you do"?

As a freelancer on this platform for more than a year, I completed over 30 projects. I am literally making living as being a freelancer. But, Upwork froze my account without any reason. Plus, I am not able to get paid for a week.

If there is a reason why my account is restricted,  I would love to hear this and help you guys. But looking at our conversations so far, there is no reason or any violation of terms and services. This is totaly unfair, stressful and a situation that puts me in hard position. 

Also, i don't think it's possible to hear from the support team unless we write to here.

I am willing to do anything you guys need to resolve this. I am happy to join a video call. Looking forward to hearing from you having this resolved ASAP.

Regards,

Taha

[b47c4c43]

Can somebody give attention to my problem? If you are putting a restriction on a persons access to his balance, you have to be quicker than this on responding. I do not have access to my balance for a week! Yet, there is no specific reason you guys are giving to me on why on the earth I am facing this. You may not take this seriously, but i got payments to make!

[b47c4c43]

Hello Luigi,

I am contacting replying you again because I haven't heard from the support team regarding the service hold on my account and have the restriction for over a week without any explaination from Upwork. To give you a background:

• My account has a service hold due to "know your customer" for over a week.
• I still don't know why this happened, and the support team does not provide any information to me, nor are they helping me resolve this.
• They said they needed information regarding my client account. However, I am mainly a freelancer on Upwork, and I have the same service hold on my freelancer account, which is blocking me from getting paid.
• I've been trying to help you guys quickly, share any information you require, share any documents you need. I even offered to join a video call to enlighten your end on whatever the problem is.
• Today, it's been more than a week, and I still have the same restriction on my account without any explanation from Upwork, and the support team is unresponsive.

I understand you guys are busy with hundreds of tickets you receive, however, if you are blocking a freelancer's access to his funds, you must be more responsive and more descriptive. I am someone making a living by freelancing on Upwork for over a year, and I need access to my funds and to get paid ASAP. Upwork is literally preventing me to withdraw balance for the work I have already done as a freelancer, and does not provide any explanation, nor get the resolved.

I am aware that this might fall outside of your responsibility, however, the support team is not responding and being responsible. I would appreciate it if you can help me gain access to my balance back. Again, I am willing to provide any information you need, but your questions like "what do you hire for", "where are you based", and "what's your website" don't seem enough to put a restriction on a freelancer's balance.

Please, I am expecting your help on this as I have payments to make. Let me know if there is anything else I can do on my end to clarify any questions from Upwork's side.

Best regards,

Taha

[ArjayM]

Hi Taha,

We genuinely appreciate your cooperation and understand how important it is that this issue with your account is resolved as soon as possible. I've submitted a follow-up to the team to have your case reviewed. Kindly expect an update on the same support ticket and your email momentarily,

[6e475113]

I've been banging my head against the wall for days trying to get this "Account" thing going, and guess what? No luck! I've thrown every **Edited for Community Guidelines** document I have at it, and all it accepts is my passport. Big whoop! Now it's giving me grief over confirming my location and snapping a selfie. Like seriously, what's the deal?

Oh, and get this, it won't take a selfie from any of my devices - not my laptop, not my phone, not even my freaking tablet! I'm at my wit's end here!

The only way I can prove where I am is with some bank statement and a local Mongolian phone number. Yeah, I might be a Russian citizen, but ever since that war in Ukraine kicked off, I've been out of there and landed in Mongolia. And let me tell you, I haven't been pumping a single ruble into the Russian economy for over a year and a half now. Why? Because I'm not down with that whole war business. And guess what? I've lost everything in the process.

So, imagine my surprise when I'm here, trying to do the right thing, and your system throws up roadblocks at every turn. Seriously, it feels like discrimination to me. I'm handing over all my info, laying it bare, and still, you're making it impossible for me to confirm my account.

Why the hell should I keep dealing with this **Edited for Community Guidelines**? I've already lost everything once because I refuse to support Putin's war. Enough is enough.

[6e475113]

Upwork,

I'm writing to express my frustration with the registration process. It's been three days now, and it feels like I'm just spinning my wheels. I mean, seriously, I'm not trying to secure a bank loan or put a down payment on a building here. Registering shouldn't be this much of a nightmare.

It's disappointing to see that my request seems to have fallen on deaf ears. While I understand that you have other users to attend to, it's disheartening to feel like my concerns are being brushed aside. It's like my problem doesn't even register on your radar.

I get it, though. Maybe you're swamped with other issues, or perhaps you're just too overwhelmed to deal with mine. But let me be clear: I'm not going to just disappear into the ether. I'm still here, waiting for a resolution.

So please, Upwork, let's get this sorted out. I'm tired of wasting my time, and I'm sure you are too. Let's work together to find a solution and put an end to this unnecessary hassle.

[PradeepH]

Hi Afanasenco,

I am sorry to hear about the challenges while verifying your account. I checked your account and followed up with the team handling your account to discuss the issue. The team has clarified that your documents were denied as they were deemed unacceptable. Your documents must include your address and must not be a photocopy. You can refer to this help page to check the list of acceptable documents. 

I see that you're already communicating with one of our team members via a support ticket regarding your concern. You can access your support tickets here. Please don't hesitate to follow up with them directly on the same support ticket if you have additional questions regarding your concern or facing any technical issue with uploading a selfie. 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

[6e475113]

"What if it's not a photo copy? The system has already accepted documents such as a passport and a photo for the account avatar. It requires me to confirm my location, and the system asks for an additional document where I provide a bank statement! But that's it! And then how am I supposed to provide my address if everything was taken away from me in Russia... because I'm against the war? I have a rental agreement, a bank statement, and the passport I provided for verification. What else do I need to do? Why aren't you reading what I'm writing?"

[6e475113]

Here's the bank statement.

**Edited for Community Guidelines**

[6e475113]

This is the passport that verifies and confirms my identity. This document was used when opening the bank account.

**Edited for Community Guidelines**

[6e475113]

This isn't fair. I wanted to live in a civilized world, free from war and repression, and I lost everything for it. And in the end, it seems like the civilized world turned its back on me.

[NikolaS]

Hi Afanasenco,

I have escalated your community post to a support ticket so that our team can look into this further. Feel free to share the images you provided here on your ticket so that our team better assist you. One of our agents will be in touch with you soon to assist.

I removed the images you shared since they contain your personal information and you shared them on the public forum.