Visual verification

[ac4e6bdb]

My laptop doesn’t have a camera. And would like to finish the verification process. Is there a way for me to complete this process via mobile phone?

[diorellamanzano]

Hi,

What happens if visual verification is not completed by Upwork by the time I needed my verification completed? I already sent a photo of my government issued ID and that part was approved.

[JoanneP]

Hi Diorella,

If you are not able to verify your account on the deadline specified, your account will be placed on hold. The hold will not affect any active contracts you have. You can still work, but you will need to complete the verification process before getting paid or applying to new work. 

[a28a95a2]

For identity verification, I randomly uploaded a profile picture, I did not pay attention, and then face verification failed, the account was locked, how should I modify the profile picture

[PradeepH]

Hi Bing,

Thank you for your message. I am sorry to hear about the action taken on your account. I see that you are already communicating with the relevant team via a support ticket here. One of our team members will reach out to you via ticket as soon as possible and assist you further.

Thank you.

Pradeep

[ginny-williams]

Visual selfie verification is not working. It is not recognizing my face. Please help. I have tried everything.

[JoanneP]

Hi Ginny,

I checked and it looks like you already have an open ticket regrading your concern with completing the verification process. Please check your ticket by going here and kindly follow the instruction shared on the ticket. 

[jasonv4567]

my webcam is doing fine but it's not working on your website when I do the visual verification. need help!

[JoanneP]

Hi Jason,

I checked and it looks like one of our agents assist you already via chat. Please feel free to post any follow-up questions you may have on the ticket and the agent will be glad to assist you further. 

[f49e0afc]

I've completed the ID document verification but I am unable to complete the visual verification from my phone due to this error:

We are having some technical problems.
We are unable to use the camera on this device.

Please try again using your mobile camera.

I have tried using different app browsers and a different phone but the same error keeps appearing. Unable to use my computer because it doesn't have a camera. And I also tried to find a way to contact support about this but I was unable to find a way.

[NikolaS]

Hi Micah,

I shared your report with our team and one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page.

[70e685d3]

I've been trying to finish my visual verification and it just doesn't work.
I've cleaned my cache, tried both methods to take the selfie, and in mobile it never loads, while on pc tells me there are some technical prombles or the "no face detected", no matter how i much i get closer to the camera or get away from it. Please help.

[voiceovervandeen]

Hi Natalia,
It took me a good while to get mine to work as well. In the end I succeeded with the camera at eye level, in a room flooded by natural light, & with a completely blank wall behind me & just kept re-positioning myself.
Like you unfortunately I found it very picky about what it would accept as "a face"

[70e685d3]

I'll try for a couple of hours, but so far nothing changed. 

[AveryO]

Hi Natalia, 

I apologize for the delay, as our team had to look into this further. Please know that you should now be able to proceed with your video verification. Please let us know if you need further help with anything, and our team will be glad to assist you. 

[yassok]

Hello everyone. Not 100% sure that's the right place for this but I found nowhere better to post this. So I am trying to complete my Identity verification. I have sent a copy of my ID as a first step. However for the visual verification, I am trying to use my phone, I scanned the QR code opened the link but the camera never started. I did Accept the camera permissions but It just doesn't seem to work. I have attached a screenshot about the issue. and yeah, I totally would not want my account deactivated so any help can really be a huge help.

[NikolaS]

Hi Yasser,

Thank you for reaching out to us. One of our team members will reach out to you directly via a support ticket to assist you further with your verification process. You can access your tickets on this page.

[d768d173]

Hi,

I received the invitation to verify my account from upwork. Although, I have successfully completed the ID verification. I could not complete the visual verification.

The error is, they ask to text the link to the visual verification to my phone number. 

But on receiving the link (as text message), it leads to page does not exist, and I have just 3 days left to complete the verification.

What is the solution for this

[LuiggiR]

Hi Samson, 

I'm sorry to hear you've been having trouble completing the verification process. I can see that you're already in communication with the relevant team and they will assist you further. Kindly refer to this support ticket for more information. 

[jack-yakuvv]

Hi there, so recently I have succesfully verfied my Govt Id but when it comes to Visual verification, it keeps redirecting me to upwork support. Could someone please assist? Thanks

[759e32fa]

Hi Yakuvv,

Thank you for reaching out to us. 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.

[609e48a0]

Hi, I am worried because I do not want my account to be cancelled, I have already sent my documents and my selfi and it says that they are still in "verification".
As an additional information in my identity document, I had a mistake with one of the sides of the document. I ended up sending a personal photo; so, most likely, I will probably have to pay for it.

please... help!

[759e32fa]

Hi Breyner,

Thank you for reaching out to us. I can see that you opened a support ticket for this. I reached out to the team handling your case and shared your report. They will reach out to you soon to assist you further. You can access your support tickets here.

[ba5c5c9a]

Hello,

Please, help me out. I've been trying to complete my visual verification but everytime I center my face in the oval, it holds for a while then shows 'timed out'. I've tried this severally all to no avail.

Can someone help me out?

[AndreaG]

Hi Ruth,

Could you please try going to Settings > Identity Verification and click on Continue? You should be able to see a Speak to an Agent option there, to complete your visual verification.

[8628cad6]

Hello there,
I've already complete the ID document verification but I'm having issues with the Visual verification, every time I try to do it become like this image.

I've been trying again like many times, but I keep getting the same issue. I've also changed the browser

[759e32fa]

Hi Hao,

Thank you for reaching out to us. Could you please try going to Settings > Identity Verification and click on Continue? You should be able to see a Speak to an Agent option there, to complete your visual verification.

[8628cad6]

Thank you for your reply.
 I tried to click the Speak to an Agent option but the screen become this image i sent.
loading loading....

I also opened other browser and checked internet, but not done.
please help me

[759e32fa]

Hi Hao,

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.

[6690bc9b]

Hello. My English is very poor so I think I cannot answer questions properly. Can I get help from my brother to translate it into my language? Will it be a violation?

[AndreaG]

Hi Nika,

It is not possible to have anyone else in the interview with you. Rest assured, our team will be happy to accommodate you as much as possible.

[bd2409f4]

Hello, I was trying to take a selfie with my ID for verification and your system took the photo before I finished. I’m afraid of the verification getting denied because the photo was taken before I was ready. Therefore I need a way to redo the selfie ID verification. I am trying to avoid my account being locked or on hold. Thank you.

[759e32fa]

Hi Cheryl,

Thank you for reaching out to us. 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.

[bd2409f4]

Thank you.

[070ffb5c]

I do not understand what is wrong. I submitted my visual identification 4 days ago but nothing happened since. I also can not change my profile picture. What should I do?

[LuiggiR]

Hi Antara,

Thanks for reaching out. I checked and it looks like you've already completed the verification process. If you're still getting a notification on your end saying that it's pending, please try clearing your browser cache and cookies or checking from a different browser. Don't hesitate to let us know if the problem persists so we can assist you further.

[d30568e9]

I received a message that I need to pass verification.
1 - I uploaded a passport photo. (OK)
2 - it was necessary to pass Visual verification, and here there were problems.
I don't have a webcam and I tried it with a tablet.
received an SMS with a link, followed the link, but the camera did not turn on and an error message appeared.
I tried again to receive SMS and again the camera did not turn on and an error appeared.

I read help:
https://support.upwork.com/hc/en-us/articles/360001041367-Visual-Verification
and see:

But on the settings page https://www.upwork.com/ab/identity-verification/ i see:

If I need to communicate with an agent, but I do not speak English. Only Russian.

[LuiggiR]

Hi Alexander,

I'm sorry to hear you're having trouble with the verification process. I've notified the team regarding your concern and a Customer Support team member will be reaching out to you soon via a support ticket to assist you further. 

[2095bb70]

Hello,

I submitted my upwork ID and Selfie four days ago and until now, my identity hasn't been verified. My account will be placed on hold tomorrow. Please I need your help.

[NikolaS]

Hi Nsah,

I checked and it seems that you already created a support ticket for the issue you are experiencing. Please allow more time for our team to review your case and respond accordingly to your ticket. You will be notified of their response.

[ef26f951]

Greetings!

I tried to do my identity verification today. After submitting the government-issued ID as requested, I proceeded to do the visual verification.

The network was very bad so the text message link never arrived. I wanted back and saw a message saying I could continue later by clicking on the link displayed on my profile.

THE PROBLEM NOW IS THAT I CAN'T FIND ANY LINK TO CLICK.

Kindly assist me ASAP. Thanks.