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Anup's avatar
Anup P Community Member

Suspended Account

Hello,

 

We are agency and we had an account with upwork since many years. We were busy with the other work. Since last few years we were not accepting the freelancing work due to business contracts.

Now we want to start with the freelancing work again. When i login to my account i see a message "Your account has been suspended". We alreay have work history on upwork. Can someone help me to get the account active.

 

 

 

Thanks & Regards,

ACCEPTED SOLUTION
Andrea's avatar
Andrea G Community Manager

Hi Amani,

 

If the action buttons that you usually use are grayed out, the Trust & Safety team may have suspended your account. In that case, you will have received a support ticket with an email notification about the action on your account. Please refer to your ticket here and reply to the email if you have any questions for the team.

 

 

 

Update:

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 here.

 

~Andrea

View solution in original post

769 REPLIES 769
Vuk's avatar
Vuk R Community Member

Hi,

 

My account got suspended and I've sent a support ticket to resolve it, but no one is answering after almost 4 days.

 

Request #35632547

 

Vuk

Arjay's avatar
Arjay M Retired Team Member

Hi Vuk,

 

I have reached out to the team handling your case and submitted a follow-up. Apologies for the delay as our support teams are currently experiencing a higher number of contacts than usual. Rest assured the team will address your concerns and questions via the ticket as soon as possible. You can check here or your email for updates.

 

 
~ Arjay
Upwork
Vuk's avatar
Vuk R Community Member

Thank you.

Upwork user's avatar
Upwork user M Community Member

Hello,

 

I started my new agency in upwork recently and succusfully one project and another one is almost finished. But when i tried to get paid my account says its suspended and i need to contact customer support and when i chat with the get support it is only showing the articles.

I did not recieve any email about the account suspension.

Please let me know what is the process to get paid.

I also got my legal business license last week so now i can submit the documents as well. 

 

Andrea's avatar
Andrea G Community Manager

Hi Manda,

I can see you were able to submit a support ticket with our team regarding this. Please allow some time for our team to review and they will update you directly via ticket as soon as possible.

~Andrea
Upwork user's avatar
Upwork user M Community Member

Hello Andrea G,

 

Is there anyway you can prioritize my request, its been a week now and the response time of upwork is really slow.

 

please let me know if i made any mistake in order get paid. i really thought upwork will be easy to work but freelance.com was way better.

 

please let me know how quick you can support.

 

Warm regards,

Pradeep's avatar
Pradeep H Retired Team Member

Hi Manda,

 

 Thank you for your message. I am sorry to hear about the action taken on your Upwork account. While I understand how important this matter must be for you, please note that all responses via a support ticket are handled in the order in which they are received in the queue. I will follow up with the team to expedite the process for you.

 

Thank you,

Pradeep

Steve's avatar
Steve C Community Member

My account has been on hold for over a week and I haven't gotten any information about why or what is needed to fix this. I am in a particularly urgent situation helping my Ukrainian family that lost everything and not being able to access my funds is extremely bad at the moment. I supplied Upwork with all of the information they asked for immediately. Please let me know why my account was put on hold and what I can do to speed up getting this fixed! Thank you.

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Steve,

 

I'm sorry to hear about your account status. I shared your report with our team and one of our agents will reach out to you via a support ticket to assist you further. You can access your support tickets here.


~ AJ
Upwork
Steve's avatar
Steve C Community Member

Still haven't received any help but I've gotten " If you do not get a response after 24-48 hours, please feel free to follow up with us." 4 times so far in 10 days. My support ticket was now changed from "Open" to "Awaiting"... do you know if that is a step toward being "Solved" or a step backward? 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Steve,

 

Thank you for your message. I checked and I see that our team has already responded to you on Saturday and informed you that they are already in process of reviewing your account. The ticket status will always change to 'Awaiting' after a response from the support team and either awaiting your response or the team needs more time to review. One of our team members will reach out to you via the same ticket as soon as possible to assist you further.

 

Thank you,

Pradeep

Steve's avatar
Steve C Community Member

Thank you for the reply. Also, do you know if 11 days is normal to get an account hold fixed? This is heavily impacting my life right now.

Nikola's avatar
Nikola S Retiring Moderator

Hi Steve,

 

I am sorry for the inconvenience this has caused. I reached out to the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to assist you further. 

 

~ Nikola
Ahmad Zaki's avatar
Ahmad Zaki H Community Member

Hi moderators, I have uploaded my id but my account is still suspended. I tried contacting support on June 18th but still no response. Is there anyone experiencing the same issue? What is the solution for this? I'm willing to comply to upwork guidelines and will do anything to get un-suspended. Thank you 🙏

My ticket id is #35613828

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Ahmad, 

 

I'm sorry for the delay in response. Our support team is currently experiencing an unusual high volume of requests. Rest assured that we will get back to you on your ticket as soon as we can.


~ AJ
Upwork
Ghaith's avatar
Ghaith D Community Member

Hi, 

I'm Upwork freelancer since Two years , yesterday I have surprised with thai message : Your account has been suspended. 

I didn't do anything wrong or restricted by Upwork. I'm honest person and built great community on upwork and become a top rated

Also I'm proud of beeing part from upwork and what I have achieved here. 

please help and guide me about removing this account hold. 

I'm ready for any requirements or proofs

Arjay's avatar
Arjay M Retired Team Member

Hi Ghaith,

 

I can see that you've reached out and your concern has been forwarded to the appropriate team for further review. Please continue communicating with our team through this support ticket for updates and further assistance. We seek your patience and understanding while sorting this out for you.

 

 

~ Arjay
Upwork
Dwayne's avatar
Dwayne M Community Member

While I was in the middle of speaking to someone for potential work it just locked me out and suspended my account for no apparent reason?!? What can I do about this because I possibly just lost a potential client because of this 

Andrea's avatar
Andrea G Community Manager

Hi Dwayne,

Could you please click on my name above this post and send me a private message with more info about the account you need help with?

 

~Andrea
Abdur's avatar
Abdur R Community Member

Hi There, I'm Abdur Rashid. I'm a full-time Freelancer.

 

I'm new to Upwork. So I did not know the law of Upwork properly. I used pictures of my previous work in my portfolio. Where was the full information of the contacts and contacts of others? Today my account has been suspended let me know the reason for the suspension of the account. I was asked in the email to delete the pictures. I removed it and informed via email. Now I am worried about whether I will get my account back. Freelancing has now become my only source of income. So I want to go back to work. Please help me.

 

Regards
Abdur Rashid

Nikola's avatar
Nikola S Retiring Moderator

Hi Abdur,

 

I am sorry to hear about your account status. I checked and it seems that you are already in correspondence with our team on your support ticketPlease allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

 

~ Nikola
Abdur's avatar
Abdur R Community Member

After 24 hours, I did not get any response from the Upwork team.  I am very frustrated and terrified now.  I want to get back to work very soon. So please help me get my account back

Nikola's avatar
Nikola S Retiring Moderator

Hi Abdur,

 

I reached out to the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to assist you further. 

 

~ Nikola
Sayed's avatar
Sayed M Community Member

Hello There,
I need one help plz, unfortunitly last night i got one notification my account is suspended, but i don't know how its come, this is my only account i use many years. Basically this account i need can you plz support me how i can back my account 
I will be waiting for your response 
Thanks 

regards

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Sayed,

 

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue.  I reached out to the team assigned to your ticket and they will reach out to assist you further. You can access your support tickets here.


~ AJ
Upwork