Identity Verification

[30e5ca4f]

Gov. ID was not approved, and yet it worked on a different page.

Everything shows. It´s not a pristine picture, but everything´s perfectly legible. Not sure how I could take a better picture..

Is there a place I can send it for a personal verification ? 

Thanks

[05c03a68]

Hey Nikola,
I have tried for an hour, but I can't verify. Unable to messaging with someone who order a task. If you can send me your job mail address I will forward my passport.

[LuiggiR]

Hi Engedasew,

I'm sorry you've been having trouble verifying your identity. Could you please share a screenshot of the error you see when you try it? You can always try clearing your browser cache and cookies and see if the problem persists.

[f1fb38c2]

From the posts on https://community.upwork.com/t5/Support-Forum/Identity-Verification/m-p/1538922 There seem to be a lot of identity verification problems. I'm also having one identical to https://community.upwork.com/t5/Support-Forum/Identity-Verification/m-p/1552697/highlight/true#M1448... So I have a few different questions

1. Considering that the number of people having this issue is non-zero, is there something being done by Upwork to correct this bug or is this something that will continually happen forever?

2. In cases like the one I'm having (and Saira in the post above), why is there no text showing what the issues at hand are? Surely there should be some error text/message that says what the problems are so that we may know why it's not been accepted or what is happening.

3. After many attempts, it looks as though there is no *clear* way of creating a support ticket and the chatbot is not helpful at all (it just keeps asking "what's the issue" even when you ask it how to create a support ticket, never answering your question. Why is there no clear way to create support tickets?

4. As there is no clear way to create a support ticket... can one of the admin create a support ticket for me so that I can verify my identity since the automated system is not working. As mentioned above, I am having the same issue as Saira. I have submitted my government id (passport) twice and both times it "fails" without a message.

5. As a 5th point: In the identity verification, after you submit your government id, there is no way to actually check the photo before it automatically gets submitted. A *very* easy fix from upworks perspective is to just show the image that was just taken so the user can confirm the picture was actually good. Yes, it's more of a hassle from a user's perspective, but this will stop more hassle/problems for you all in the long run. If you need, I am available for work to help you implement such a feature =p

[c648251a]

Hi,

I hope you're well.

I'm having the same problem as a freelancer. Can you please look into the matter? 

I can't change that first name in verification page and it's not in my profile too.

Thanks!

[JoanneP]

Hi Muhammad,

We can see that you already have an open ticket regarding this issue. One of our agents will update your ticket and assist you further. 

[c9124562]

Dear upwork

i have verified my account but my profile is not visible also the badge please fix this problem

[ArjayM]

Hi Khali,

I can confirm that the verification that was performed has been completed and your account has been restored. You can now submit proposals to potential clients as usual. 

For your ID verified badge concern, I can confirm that your account doesn't need further verification just yet. The team will let you know if there is a need for any verification in the future for you to get the badge. 

[ee85103d]

Hi, I have created a freelancer account, I am 26 and I am eligible to work. My ID card complies all the Upwork's requirements but every time I check my account it says "verify your account". I tried 3-4 times and I am stuck in a loop, where app says "we are reviewing" and than "verify now" again.

There are no humans in Upworks support, its a shame that I need to use public forum to resolve account login issue. 

[LuiggiR]

Hi Oleksandr,

I'm sorry you were having trouble submitting your documents for verification. Your submission was successful and is being manually reviewed by the relevant team. Please allow 1-3 for the review to be completed; the team will contact you if further information is needed. 

[16821e06]

I've been trying to finish the identity verification process but I keep getting the email saying I couldn't be verified. I have been using my international passport for the verification process which hasn't expired yet so I don't know where the issue is from. Please help.

[LuiggiR]

Hi Akinyemi,

I'm sorry to hear about the trouble you experienced while verifying your account. After reviewing your account, I noticed that your previous submission was rejected because the image of your ID was not acceptable. Please avoid cropping, altering, or uploading a screenshot of the ID you are submitting. You can try uploading your document again from the Settings page.

[990715d4]

Hello, I have been unable to pass verification on Upwork for almost a whole month. The system is not accepting my selfie with ID passport. Please help me!

[LuiggiR]

Hi Alexander,

I apologize for the delay in getting back to you. Upon checking with the relevant team, I can confirm that you are just missing to verify your location; you should see a new notification banner in your profile indicating this. Please visit your Identity Verification page to finalize the process. 

[8d08defa]

this morning i tried to buy some connects with my VISA Debit Card and one message pop up to verify my Identinity  with QR and mobile . I follow the instruction and try with QR first .When i scan with phone , one of the link redirect to QR page and i guess could be some error .So that i try agin with Mobile number and still having same error .Always loop back to the QR page and i would appreciate some body could help me solve the problem 

[LuiggiR]

Hi Zaw,

We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[310d116a]

Good day, I'm newly registered on UpWork and my problem is I can't apply for a Job because it's disabled (gray). I can't contact live support agent for this, can anybody help me. TYSM

[LuiggiR]

Hi Mercado,

This is because you are currently required to complete a verification process. I see that you recently submitted your documents for verification, and the relevant team is manually reviewing them. The review can take 1-3 days to be completed; you can rest assured that the team will contact you if more information is needed. 

[310d116a]

I already submitted. 

 i can't see the progress though

[cdef9246]

Hi there, Can You guide me plz, Yesterday I was asked for identity verification. I uploaded all my documents, but my Identity wasn't  Verified as the Picture wasn't within the Upwork guidelines. Hence I updated my picture within the upwork guidelines. But Still, I am waiting for their manual review process. The manual review process is on and I have tried to upload a bit more professional image of mine. And it's not uploading, Is it because the Manual review process is on or is there any other reason? When Uploading pictures It says upload image size upto 4000 x 4000 pixels. Although My Recent picture which I feel more professional and trying to upload is 4.3 mb.  

[hasnain-nazir]

You should comply the size guidlines and make the image according to the mentioned resolution.

[LuiggiR]

Hi Waleed,

I'm sorry that you were having trouble with the verification process. Upon checking with the relevant team, I can confirm that your account has been successfully verified. Don't hesitate to let us know if you need further assistance.

[310d116a]

Good day sir Luiggir. 

Can you check my progress in my account please.

[b5c44827]

Hi, I have the same problem. Can you have anyone halp me please? 
I uploaded a document but still need to verfiy and on mobile can't choose any document

[1cf6daf1]

I am new here, my identity verification request has been denied. I have no idea what the reason was. My name, address and bank info are on two billing statements respective, but not on the same statement.

I want to try again, but i don't know how to get the verification link. I need to help, please!

Thank you.

[PradeepH]

Hi Ying,

I am sorry to hear about your verification status. I see that one of our team members has already raised a support ticket regarding this concern. 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

[62fe277a]

So, I have tried ID verification and there seems to be an issue. Google Chrome has my Camera Access, but it is still unable to access it to capture the ID. I have tried the Upwork App on mobile and PC, but it still redirects to the browser for verification. What shall I do??

[LuiggiR]

Hi Sai,

We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[3ef3016c]

Hi everyone,

I am in the process of signing up for Upwork, and I need to upload a second ID to verify my location. 

However, there is a yellow exclamation mark next to the " Update your information- You'll have 2 options for matching your profile country and ID country". I am not able to click on anything to submit my second ID. 

Can anyone tell me how to proceed? 

[PradeepH]

Hi Ismaelia,

Thank you for your message. I checked your account and I am pleased to inform you that your profile is already verified. Feel free to message us if you have further questions. 

- Pradeep

[990c6cf9]

Can't find home country Kosova in countries list, I already submitted the ID, but i cant match the country with the location since it is not in the list.
I currently set my location to the neighbor country, Albania. Is this enough to verify my identity and location?

[PradeepH]

Hi Parim,

Apologies for the delayed response. I followed up with the relevant team and I am pleased to inform you that your account is verified now. Feel free to message us if you need further assistance.

- Pradeep

[6585b8de]

Hello! How lond does it take to upwork verificate you ? I am still waiting. Thanks!

[williamtcooper]

Usually a few business days to a week.

If it has been longer than a week, click the above Support link for assistance.

[alisha_singh]

Hello,

I am attempting to propose a new contract after accepting the one sent by the other party but when I click, it is displaying the attached message.

Please refer the snap.

Regards,

Thanks,

[williamtcooper]

Click the above Support link for help and include a screenshot.

[LuiggiR]

Hi Alisha,

I can see that you are currently required to verify your account; this may prevent you from submitting proposals or starting a new contract. To begin the verification process, go to your Identity Verification page and follow the steps provided. 

[6ead65df]

Hello I have uploaded my ID several times but it goes back to action needed, Need help. 

[4e486f36]

The same issue was with my ID, I uploaded it till the notification of identity verification disappeared. It works for me, then, finally. 

[LuiggiR]

Hi Nabeel,

I'm sorry to hear about the trouble you experienced while verifying your account. After reviewing your account, it seems that your previous submission was rejected because the image of your ID card was not acceptable. Please avoid cropping, altering, or uploading a screenshot of your ID card. You can try uploading your document again from the Settings page.

[jillianreez]

Hello,

I am unable to verify my identification. I received an "action required" notif to verify my identity, and I have clicked the link and verified my ID and selfie numerous times but it seems it is not pushing through. There is no problem with the pictures, but after they have been sent there is no notif that my ID is in review and when the page is refreshed, all progress is lost and I have to submit ID photo all over again. It only says "We've started a manual review" and the government-issued ID and appear on camera boxes are checked. But after the page refreshes all progress is lost. What do I need to do to verify my identity? there is no other button for next step after this