Oct 5, 2021 04:51:27 AM Edited Oct 5, 2021 05:26:21 AM by Muhammad A
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.
Solved! Go to Solution.
Apr 25, 2022 07:01:00 PM Edited Jan 13, 2024 06:10:08 AM by Pradeep H
Hi Khurram,
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. How do I reach a human in customer support?
May 17, 2024 01:16:06 AM by Khalid N
Hello,
This issue has been going on for 3 days for me. I'm unable to withdraw funds and I believe its related to this banned, the CSR Rep dealing with my issue isn't responding since the first response. ( 2 days ago ). I'm stuck and I need to be able to withdraw my money.
May 17, 2024 02:04:25 AM by Khalid N
I need this to be sorted out quickly as I have an emergency and require the funds, help!
May 17, 2024 05:11:11 PM by Pradeep H
Hi Khalid,
I'm truly sorry to hear about the trouble you're experiencing with withdrawing your funds and the delay in responding to your support request. We understand how crucial it is for you to access your money promptly.
I have followed up with the team handling your request and I see that one of our team members has already responded to your support request. 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
May 18, 2024 01:50:42 AM by Khalid N
Hi, I've been dealing with this issue for three days and haven't received any assistance. Could you please take a look?
May 18, 2024 08:27:25 AM by Khalid N
Hi,
I have been having an issue and cant withdraw my money for 3 days im getting no help
May 18, 2024 11:43:11 AM by Luiggi R
Hi Khalid,
I'm sorry for the delay in responding. I've followed up with the relevant team, and one of our agents will contact you. Kindly refer to your ticket for updates, and don't hesitate to follow up with them if you have additional questions.
May 17, 2024 10:02:47 PM by Diane Q
I can't proceed with the identity verification because there is no " continue" or button to click on.
May 18, 2024 08:22:09 PM by Pradeep H
Hi Diane,
I'm sorry to hear about the trouble you experienced while verifying your account. After reviewing your account, you have already uploaded your documents and it was rejected because the image of your ID card was not acceptable. Please avoid cropping, altering, or uploading a screenshot of your ID card. To complete your verification more efficiently, you can refer to the tips section on this help page.
- Pradeep
May 19, 2024 08:38:41 AM by Khalid N
Hi everyone
I'm extremely frustrated with Upwork support. They have ignored my messages and have been unresponsive for five days while holding my money. The few responses I got were dismissive and unhelpful. This lack of support and accountability is unacceptable. I need my funds released immediately. I have life emergency that requires payment for hospital bills and this delay will result in someone's death. I have recorded a video and took screenshots of my conversation with both UpWork and the Hospital and will post on social media for that abuse I'm getting intentionally holding my funds back for no reason.
May 19, 2024 10:53:23 AM by Luiggi R
Khalid, we're sorry for not getting back to you earlier. The team has recently shared an update with you regarding your account status via your ticket with them. Please refer to your support ticket for more information.
May 19, 2024 10:43:26 PM by Muhammad B
I wanted to purchase Freelancer plus account since the connects I got with new profile creation was 50 that I used earlier now I want to move on to plus program but for that I have to verify my identity for that I've submitted my id information in picture form uploaded for more then 48 hours now kindly guide me or resolve this issue so that I can move on. I did tried to get help from support chat but I guess that's a vertual agent or chat bot, it asked me to see If there is something in my My Requests tab or Direct email from Upwork or any thing in spam folder I did check everything but did'nt got any thing with regards to this matter. Mean while my account is on hold and this message is displaying on the top of my window.
"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."
May 20, 2024 02:47:41 AM by Pradeep H
Hi Muhammad,
Thank you for your message. I have followed up with the team handling your account and I am pleased to inform you that your account is updated now. Feel free to message us if you need further assistance.
- Pradeep
May 20, 2024 09:40:31 PM by Muhammad B
Thank you PradeepH yes my account has been updated and once again much appriciated.
May 23, 2024 06:28:50 AM by Fariha Tasneem G
Dear concern,
I am getting below mentioned error, whenever I'm trying to add a billing method.
Unfortunately, we were unable to process your transaction. Your account is being reviewed. We may need to verify your identity information. Please check your email for the detailed next steps. If you don’t hear back within 2 business days, please contact us.
Please help needed ASAP!
May 23, 2024 08:09:02 AM by Luiggi R
Hi Fariha,
We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
May 24, 2024 06:48:42 AM by Fariha Tasneem G
Hi Luiggi! Thanks for your prompt response. However, it is unfortunate that I've still not received any form of assistance to solve my issue. Could you please try and help me in resolving this at your earliest?
Thanks,
Fariha
May 24, 2024 08:14:14 AM by Luiggi R
Hi Fariha,
I'm sorry you haven't heard from the team yet. I notified them of your post, and they recently shared an update with you. Please refer to your ticket for more information.
May 24, 2024 09:14:17 AM Edited May 24, 2024 09:16:06 AM by Fariha Tasneem G
Hi Luiggi,
Thanks again. Can/do the team respond to new messages on my ticket? It is important as I've responded to the update they have shared. It's urgent as it will guide me to the next step. Will you please let me know?
Regards,
Fariha
May 24, 2024 10:39:42 AM by Arjay M
Hi Fariha Tasneem,
Arjay here stepping in for Luiggi. We understand that you want your ID reviewed and verified as soon as possible. Rest assured that your case is being handled by the appropriate team. Please allow them 24-48 hours; they'll surely provide an update once thoroughly reviewed.
May 24, 2024 11:32:47 AM by Fariha Tasneem G
Hi Arjay,
Thanks for the message. This is to let you know that the team has asked for my NIC through the support ticket. However, it won't let me submit my NIC as it asks for "expiration date". Our country do not have a expiration date for NIC. I've also let the team know through the support ticket, but I'm not sure if they can see my further messages over there in the ticket. So, I thought it would be better to inform you as well, if you can let your team know?
Thanks,
Fariha
May 24, 2024 12:28:26 AM by Lemi T
when i need to apply job the '' apply now '' buttom not show ordeactivated. so i cannot submit my proposal for job why the reason and how it can be solved?
May 26, 2024 11:10:22 PM by Pablo L
I'm with the same problem. And worst, the page of validate always return to the same previous qr-code step. I can't talk to a numan in chat. :(.
May 27, 2024 05:58:11 AM Edited May 27, 2024 05:59:07 AM by Ali A
Hi Upwork team,
My some of service on hold after id verification. Can you help me to remove this hold?
May 27, 2024 09:06:40 PM by Ali A
Hi Upwork team,
My some service temporary on hold. Can you help me in this regard ?
May 28, 2024 12:18:35 AM by Joanne P
Hi Ali,
We can confirm that you have successfully submitted a support ticket. Please allow our team time to review and update you directly.
Jun 1, 2024 04:42:21 AM by Talha M
I have been trying to submit a **bleep** ticket.
The 'Chat With Support' feature is NOT HELPING AT ALL.
I have been facing a serious front-end issue on my profile which has not been addressed as of yet.
And, now I'm stuck in an ID verification loop.
I have been trying to reach UPWORK SUPPORT, but the USELESS chat features keeps on repeating things I dont want to hear.
Please, I need some real support, so I can explain my problem and it can be solved.
Thank you!
Jun 1, 2024 07:35:04 AM by Joanne P
Hi Talha,
We value each member's journey and aim to provide the right level of support at every stage. For personalized assistance, we invite members who have completed an Upwork Academy course or achieved a revenue milestone to contact our support agents. For others, our community forums are a wonderful resource for guidance and answers to common questions, and a moderator can help escalate your question if necessary. This approach ensures effective utilization of our support resources while fostering a collaborative and self-sufficient community environment.
We've checked your account and don't see any limitations on your account. It looks like you've already completed the verification process. Please let us know if you need further assistance; we are here to help!
Thank you for your understanding and active participation!
Jun 2, 2024 03:57:00 AM by Huzaifa S
Hello Upwork Community,
I encountered an issue while purchasing Upwork Connects using my father's bank card. After adding the payment method, a popup appeared requesting ID verification. Although I can verify my ID, the verification page displays my father's name, while my Upwork account is under my name.
I used my father's card because I don't have sufficient funds in my account, and he permitted me to use his card. I can provide my own ID (CNIC or any other) for verification, or even my father's ID if necessary. However, I need my name to be associated with my profile.
Could anyone guide me on how to change the verification name to match my Upwork account name? Your assistance would be greatly appreciated.
Thank you!
Jun 2, 2024 04:20:58 AM by Vipin R
Just let your father verify the transaction. No hassle. I have used my friends' and family members' cards many times. All they had to do was verify the transaction... OTP, Password or personal details. That's it. All the best.
Jun 2, 2024 04:30:51 AM by Huzaifa S
it's not about the bank verification, it's an Upwork verfication
Jun 2, 2024 07:43:47 AM by Joanne P
Hi Huzaifa,
I checked your account and saw that our team has requested that you complete the verification process. To proceed, please click on the 'Get Started' option on the notification banner.
Jun 2, 2024 03:33:11 AM by Abdul M
I have KYC pending and taking over 72 hours now. According to Upwork they should reply within 48 hours as stated in their own auto generated message. If I try getting a live support from chat support it is impossible. Firs few days it was okay however as soon as I got ID Verification request from then getting to a real person is impossible.
Upwork is not honouring their stated time any any of the stages they are putting me through.
EIther short of stuff or stuff just sitting there "Upthere" watching may be Netflix.
The communication is completely pathetic and the CEO should resign ? Please vote if you agree.
I kow this is a harsh message but I have been served wrong trying to meet a project deadline. It's been nearly 2 week and this is moving at 0.01 mph.
Jun 2, 2024 08:12:34 AM by Joanne P
Hi Abdul,
We checked and can confirm that you have successfully submitted a follow-up to our team through your open ticket. Please allow them time to review and update you directly on your ticket so that they can assist you further. Thank you for your patience!