Know Your Customer

[seth-t]

Hi. I have a KYC banner on my account, there has been no email or request made to me. My account has been paused now. I've tried to contact support but the chatbot wont let me create a support ticket. I got a suggestion to file an appeal but the appeal form doesnt work. 

[b96a8c87]

hi, the support ticket has not been replied to for 48h already.

[PradeepH]

Hi Chun,

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 in the ticket as soon as possible.

- Pradeep

[8c2f46c6]

How will I know when identity has been verified? I have not heard anything back. Is there an issue with using my middle name?

[PradeepH]

Hi Teresa,

I checked your account and can confirm that there are not restriction on it. Should you have any additional questions or need further assistance, please don’t hesitate to reach out.

- Pradeep

[37e4e22b]

Hello. I am trying to proceed with identity verification but the back of my drivers license will not photograph. It seems to be trying to scan the barcode which for some reason my license never scans. Even TSA couldnt scan it at the airport. Is there a way to manually take the picture or submit it a different way?

[PradeepH]

Hi Shayla,

I am sorry to hear about the trouble uploading your documents. I see that one of our team members has already reached out to you regarding your verification request. You can access your support tickets here. Please don't hesitate to follow up with them directly 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

[b4024fe4]

Hi Andrea,

i am new to Upwork
I get this notice on the top of the page:
"Some of your services are temporarily on hold
We would love to get you up and running again on Upwork. But first, we need you to take a few minutes to verify your identity. Click “Get Started” below to begin or “Learn More” for details. Thank you! GET STARTED or LEARN MORE"

and whenever I click on the GET Started button, I get sent to the verification page with the Name according to my old bank card on the Full Name field which I cannot change, and a field to enter the birthdate. i have changed the card in primary card / payment method but i cannot change the name in name tab during id verification.

i am unable to verify the account as the name on my ID provided and name tab is not matched. how can i chnage the name during iD verification process

Thank you for your time.

[IvygailJ]

Hello Umer,

Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you using a support ticket to assist you further. You can access your support ticket here. To change your name, you can navigate to Settings > Contact Info to edit your name. You can find more information in this helpful article.

[bf185a02]

Hy! Is you,r problem resolved or not? If that's done, please guide me as well, I'm having the same issue.

Thanks 

[bf185a02]

I have changed my name from "Hassan K" to my original name "Muhammad Ahsan Khalil" to verify account.... but it stills show my old name in verification section. Because of which my account is not being verified. Please resolve this problem so that i can submit my documents with same account and document name to verify account. So that can i withdraw my earnings. 

[PradeepH]

Hi Ahsan,

I can see that you've raised a support ticket regarding your concern and one of our team members is already assisting you. 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

[bf185a02]

Sir! I told them my problem but I haven't received any reply yet.

[bf185a02]

i am new to Upwork I get this notice on the top of the page: "Some of your services are temporarily on hold We would love to get you up and running again on Upwork. But first, we need you to take a few minutes to verify your identity. Click “Get Started” below to begin or “Learn More” for details. Thank you! GET STARTED or LEARN MORE" and whenever I click on the GET Started button, I get sent to the verification page with the Name according to my old upwork account name which I cannot change in name tab during id verification. i am unable to verify the account as the name on my ID provided and name tab is not matched. how can i chnage the name during iD verification process. 

Thank you for your time.

[iambilalmughal]

Just make sure your name should be same as your National ID (required for verification).

[bf185a02]

I have changed my name to original one from contact info..... But when i try to get id verification....... Identification tab displays my ood name which i cannot change...... Whta is the reason behind this?? 

[mahmudsaeed_33]

Hi there. My account is already verified long time back ago but again the verification came up when I tried to initiate a withdrawal to my bank account all this time I used to do it through Payoneer. At first it accepted my Proof of Residence but not my NID, but after that it accepted my NID and not its saying that my Proof of Resisdence is cropped. I have attached my eBank Statement that I have generated through my Banks website and still it says it has been cropped. I again resubmitted it with my Payoneer Card Statement. Any help would be appreciated.

""Hello, Syed Mahmud I'm writing to let you know that we attempted to verify your identity, but unfortunately one of your documents did not pass our review.The ID you provided is acceptable; however, the Proof of Address you provided is not. The Proof of Address you submitted is cropped.Please note that the Proof of Address submitted must contain ALL information below:

• Date. Must be dated within the past 6 months
• Your name. If you live with someone you can send the Proof of Address in their name as long as their last/surname name matches the last/surname shown on your ID.
• Your address. The address on your Proof of Address must match your address on your Upwork profile. Your Upwork address is where you hold permanent residency.
• Company name. Company name (letterhead) must be visible for the company that issued your Proof of Address.
• Company contact information. Address, phone number, or website for the company that issued Proof of Address must be visible.

Please also remember to not alter or crop your documents. Send original document images with all four corners visible.Once you are ready to resend your Proof of Address, please submit it using this unique, secure link: (removed).Once you have done so, please reply to this email and let us know so we can expedite your review process.We appreciate your cooperation and look forward to your response.Thank you,

The Upwork Team""

[PradeepH]

Hi Syed,

I am sorry to hear about the trouble experienced by you while verifying your account. I can see that you're communicating with the relevant team via a support ticket and one of our team members is already assisting you. 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

[mahmudsaeed_33]

Thanks for replying back it previosuly accepted my Bank Statement after that when i resubmitted again this time my NID is good but it says the the bank statement proof of address has been cropped which is not since its a PDF. I tried with Payoneer Card Statement but thats not allowed so I am going ahead and again trying with my Bank Statement again. Please see the attached screenshot.
**Edited for community guidelines**

[JoanneP]

Hi Syed Mahmud,

I can confirm that you've successfully submitted a support ticket to our team. The team will review it, and one of our agents will update you directly through your support ticket. I want to remind you to please refrain from creating multiple support tickets; this ensures that everything is in one place and our team can efficiently assist you. 

[5d9a61af]

Hey everybody, I am facing an awkward issue. Though I have done my documents verified and got confirmation email from upwork still did not get blue verification badge on my profile even 15 days has passed. Can someone please guide me on this issue?
Regards,
Muhammad Usman

[JoanneP]

Hi Muhammad,

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. 

[58417014]

Hey Upwork Community,
I hope you guys are doing well, I need your help I've updated my verification docment but still my account is not verfied and not having a blue tick on my upwork profile.

Any bodys knows what should I do to get a blue tick on my profile?

[JoanneP]

Hi Ali,

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. 

[3acf7e57]

Hi, I have created client account and as soon as I created it I got a hold on my account (freelancer account)

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.


I have provided the required details but it is still the same and now it's almost 4 days. Can anyone help me??

[JoanneP]

Hi Hms,

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.