ac4e6bdb
Member

Visual verification

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?
ACCEPTED SOLUTION

Hi Kori,

 

If you're having trouble with the selfie, could you please try speaking with an agent instead? You can go to Settings > Identity Verification, click on Continue, and you'll see the Speak with an agent button like this.

 

~Andrea
Upwork

View solution in original post

117 REPLIES 117
djondinium
Community Manager
Community Manager

Hi Eduardo,

 

I checked and it seems that you already chatted with our team on this support ticket and resolved the issue. 

 

Please note that in most cases, you can use a mobile device with a working camera and microphone. We suggest before you contact us that you download Google Meet. You can do so by either visiting the Google Play Store or the Apple App Store.

 

For more information on this, you can check this help article.

 

Thank you.

~ Aleksandar
Upwork

Hi. I'm also having a problem with the visual verification both on my phone and my laptop. It keeps on telling me to try again and redirecting me to Upwork Help tab. I already disabled pop-up blockers and cleared cache. For your kind assistance please. Thank you.

Hi Micah,

 

One of our team members will reach out to you via ticket as soon as possible and assist you further with your verification. Thank you.

~ Goran
Upwork

Hi! Noted on this. Thank you so much.

-Micah

Hello,

 

I'm trying visual verification through mobile (android) or laptop but I'm encountering the same problem.

It is redirecting me to Upwork Help tab. For your kind assistance. Thank you.

Hi Ronalyn, 

 

Just to clarify, are you experiencing this problem when you`re trying to take the selfie or you`re trying to connect with one of our agents to complete the process? Thank you.

~ Goran
Upwork

dear upwork team,hello 

I have the same problem. In sefie verfication part, i have tried cell phone, chrome and foxfire browsers. But my sefie can not be captured. im showed “your session timed out”. How can i solve this problem? i need support. thx

Hi Michael,

 

Could you please try clicking on Choose another method? You should be able to start a chat with an agent who can help you with your visual verification.

 

Thanks!

~Andrea
Upwork

Hi

I am facing the same issue. There is no option to take a selfie,, after some time screen shows .. your time is out. try again 

 

Please help me 

Hi there,

 

I'm sorry to hear you're having trouble with the verification process. We'll have one of our agents reach out to you via a support ticket to further assist you.

~ Luiggi
Upwork
salmanasifrs
Member

Hi, I try to verify my account. but in visual verification in time out again and again. Upwork, give me the last date to verify my account 17 June 2021. so I need help please guide me. I am working on many projects.

Hi Salman,

 

One of our team members will reach out to you via ticket as soon as possible and will assist you further with your verification. Thank you.

~ Goran
Upwork

Hi Goran,

I am waiting for your team member . can you please tell me How much longer do I have to wait?

Thanks.

 

 

Hi Salman,

 

A member of the team has reached out to you already and is awaiting your response. If you aren’t able to see the email you should also be able to access the ticket directly here.

 

Thank you! 

~ Bojan
Upwork

Hi, I try to verify my account. but in visual verification in time out again and again. I am working on many projects. Please help me.

 

Hi Violeta,

 

I've escalated your concern to the team. One of our agents will reach out and assist you directly via a support ticket.

~ Joanne
Upwork

Hi.

 

I'm having the same problem trying to take the selfie (it says time out).

 

I need help with this, please. 

 

Thanks.

Hi Kenhit,

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

Hi. 

 

Many thanks.

 

I have a few days left for my verification

bauman_keren
Member

Hi Upwork community

 

I am trying to verify my ID before Upwork disables my account. 

The selfie camera method gives an error message after I try take a picture.

I've tried on both my laptop and my cellphone but both of them give the same message. 

 

It says "We are having some techincal probelms". 

I need to verify it ASAP can someone please advise how I can proceed. 

 

Thank you, 

Keren 

I tried to take the required selfie for the visual verification, but it keeps saying " We are having some technical problems. Please try again or choose another method". I tried a few times both with web and mobile camera, but no luck. Could you help me with this?

I am having the same problem. Please can I receive some assistance

Hi Kimjun,

 

Could you please share more details about the problem you`re experiencing so that we can assist you further? I would recommend logging in via Firefox to complete your verification. Thank you.

~ Goran
Upwork

Hi,

Thank you for responding
I have tried using my desktop's webcam then I tried scanning the qr code
with my android phone. Same result:" We are having some technical problems.
We are unable to use the camera on this device.

Please try again using your mobile camera."

I tried clearing cache and cookies and I even downloaded firefox and tried
taking a selfie there but I am still facing the same error

Thank you for the follow up, Kimjun.

 

I will escalate your concern to our team and one of our team members will assist you further on your ticket with number 30426093. 

~ Goran
Upwork

Thank you.Where can I find their reply?

Hi Kimjun,

 

You can access your tickets on this Link and follow up directly there with any additional questions you may have. 

~ Goran
Upwork

Hi,

No one is responding to my messages in the link you sent me. I would
appreciate further assistance with this issue. Thanks

Hi Kimjun,

 

Rest assured, our team will update your ticket as soon as possible and will assist you further with your verification. Thank you.

~ Goran
Upwork

hi I cant access or take a selfie using my laptop or mobile phone. my account needs to be verified before april 1, 2021. thanks for your help

Hi Johnalyn,

 

Are you experiencing any problems or receiving any errors on your end? I would suggest to try and clear your cache and cookies or changing your browser. Thank you.

~ Goran
Upwork

Hi I'm also experiencing this problem, I have tried using different browsers with both phone and laptop. My ID is accepted but my selfie doesn't work, it kept on saying that they are having some technical problems.

 

Please help me.

Hi Ferdail,

 

I'm sorry to hear you're experiencing this issue. We'll have one of our agents reach out to you via a support ticket to further assist you.

Thank you.

~ Luiggi
Upwork

Hi, friday i got a mail from upwork they said me to verify my account and than i completed 1st step but when i try to complete second step using selfie they showed the message
"We are having some technical problems.
We are unable to use the camera on this device.

Please try again using your mobile camera."

Please help me the time will be end in 1-10-2021

Hi Sha,

 

Thank you for your message. I am sorry to hear about the error while completing the second step. Could you please try again after clearing Cookies and Cache on your browser? You can also try using a different browser. Feel free to message us if problems persist.

 

Thank you.

Pradeep


Upwork

When i try to take and submit selfie for visual identification I'm always getting technical error.

Hi Keren, Lusine, and Muyied Ulla,

 

I'm sorry to hear about the difficulties you are having with the verification. One of our team members already reached out to you all directly via a support ticket to assist you further.

Thank you.

~ Aleksandar
Upwork

Hi, I am having issues with the visual face detection tool. I’ve tried it several times but it doesn’t seem to work. It keeps saying no face detected. Help!

Hi Benazir,

 

Could you please clear your cache and cookies or log in with another browser to check if you’re still experiencing the same issue?

 

Let us know if the issue persists.

 

Thank you.

~ Bojan
Upwork