Solved: Know Your Customer - Page 3

Muhammad A · ‎10-05-2021

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.

Luiggi R · ‎04-25-2022

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?

Please visit Contact Support and click the ‘Chat with Upwork' button.
Type a question or topic and select ‘Send’. The bot will find relevant Help articles for you.
The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.

Update:

Hi all,

This thread has been closed from further replies due to its size. We appreciate your participation in the Community and welcome you to continue the conversation on this new thread.

Thank you!

~ Avery

View solution in original post

Sapna T · ‎10-12-2022

Hello Avery, I want to know if someone doesn't have any company details and a registered firm then what documents they should provide to continue his/her work?

Annie Jane B · ‎10-12-2022

Hi Sapna,

Thank you for reaching out. Can you please verify if this is for your freelancer or agency profile? Looking forward to your response!

~ AJ

Ahmad W · ‎07-06-2023

Hello Upwork Team!

I don't know if these are bugs. Firstly, chat support is not available for me. Also, I made a request but marked solved without any response, that's why I'm here. Also, top rated plus is not showing up on my individual profile and agency which was there for six months. Please check and help.

Thanks in advance

Arjay M · ‎07-06-2023

Hi Ahmad,

Thank you for reaching out to us, and we sincerely apologize for the delay. You've contacted our support team regarding your concern and raised a ticket. Please continue communicating with our team through that ticket so that you'll be assisted accordingly. You can check here or your email address for further updates.

~ Arjay

Hassan Y · ‎07-15-2023

Hello Arjav, I am facing an issue of Know your customer verification when I opened a client account, I want to close my client account and use only my Freelancer account, what is the solution of it?

Annie Jane B · ‎07-15-2023

Hi Hassan,

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue. Please allow our team 24-48 hours to review your request and reach out to assist you further. You can access your support tickets here.

~ AJ

Hassan Y · ‎07-22-2023

Dear Annie,

I am not receiving any reply from my support ticket, It's my request to kindly complete the Know your customer verification of my account, I am stuck in it. It's been more than a week since my account is on know your customer verification.

Thank You

Regards,

Hassan Younas

Mehrdad P · ‎10-31-2023

Hi,

Same issue here. Any idea when will be solved? Thank you!

Hafiz Muhammad A · ‎07-19-2023

I am Facing a problem

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.

My account is under review and it is saying that it will take 24 to 48 hours but 60 hours are spend and the my account is still under review... I am also not be able to verify my identity due to this...

Pradeep H · ‎07-19-2023

Hi Muhammad,

I am sorry to hear about the action taken on your account. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here . 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.

Thank you,

Pradeep

Muhammad A · ‎07-21-2023

Hello Avery,

I am unable to see the Contact Support section from the bot and also the bot isnt helpful.

I am facing the same KYC problem and it isnt fixed yet even after the expected time being passed. i would appreciate your help ,Thanks

Annie Jane B · ‎07-21-2023

Hi Muhammad,

I'm sorry to hear about that. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ AJ

Muhammad A · ‎07-21-2023

Thanks for being so quick 🙂

Charlie J · ‎07-24-2023

Hi, I am experiencing the same issue. It's been over a week since the KYC began. Please can someone help enable my account?

NikolaS N · ‎07-24-2023

Hi Charlie,

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.

~ Nikola

Charlie J · ‎07-31-2023

Hi Nikola,

My account is still on the "Know your customer" review after 14 days , I have not received any reply from the support team. Please can you please guide me through the process how long it will take to receive a reply from the support team.

Pradeep H · ‎07-31-2023

Hi Charlie,

Apologies for the delay in reviewing your account. I see that one of our team members is already assisting you 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.

Thank you,
Pradeep

Hafiz Muhammad A · ‎07-24-2023

Why I got this message again. Please Help me...

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.

Syed Muntazir I · ‎07-30-2023

Please resolve this issue.

Pradeep H · ‎07-30-2023

Hi Syed,

I am sorry to hear about your account status. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here . 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.

Thank you,

Pradeep

Syed Muntazir I · ‎07-31-2023

It's more than 48 hours no support provided yet. No response to my ticket. Even it's more than 72 hours now still waiting to be resolved.

Hunain R · ‎08-23-2023

OK done

Katrina A · ‎11-21-2023

Hi, I have the same problem. My account is still on hold because of KYC for more that 4 days now. I need my account back as I am having a trouble in withdrawing my salaries. Please help me ASAP!! Thank you

Arjay M · ‎11-21-2023

Hi Katrina,

I've submitted a follow-up directly to the team handling the review. One of the members will contact you via email with more information about the status of your submission. Feel free to coordinate if you need further assistance and they'll surely look into that for you.

~ Arjay

Fahad A · ‎12-16-2023

Hi Avery!

same is the issue with me and first i waited for approx 7 days for upwork to contact me but after that still no one contacted so i created a ticket in responce to which i recieved a mail from upwork to submit additional documents to verify my identity and i did the same and after 2 days i got an email from upwork that your identity verification has been completed and your account is verified but still the KYC pop-up is there and i can not purchase connects as when i try to do they say your account is still in verification and i opened a new ticket for it but now its been more than 2 days to that and still no one is reaching out or giving response, please help me out in this!

thanks

P.s: i created a client account on my current freelancer account and after that this all happened