Concern |
Process Path |
|---|---|
|
Transferring Account Ownership (CL profile to another CL or Agency profile to another Agency)
|
If user looking to give ownership to another user:
|
|
Bank Beneficiary Name Mismatch (User receives error: “Name on bank account ending in XXXX does not match your name”)
|
When UPM is flagged with Name Mismatch, this means the name on their bank withdrawal method doesn’t match the verified name on their Upwork account. To check for Name Mismatch:
|
| Location Selection & Verification (Note: Identity Ops is uninvolved in this process unless IDV is involved) | Allows US CL’s to find FL’s in their own country when posting a job. For troubleshooting/questions: see **Location Selection & Verification |
|
Identity Verification (IDV) Follow-up/Issues
|
To ensure this was an Identity Ops IDV, pull user up in OBO:
|
|
Verified Name Change Request
|
Name changes goes into a review process that Identity Ops will review within 24 hours; most cases are completed sooner than that. To check name change status: see **Verified Name Change |
|
Restricted Countries & OFAC Sanctioned Countries (User receives error: “Your access to Upwork has been blocked. We see you are accessing our site from a restricted location”) |
|
|
Reports / Suspicions of Russia / Belarus accounts |
All cases can go to the IDR team for review where they will likely suspend the customer with a “Project 322” suspension and have them go through the appeal process.
All cases can be assigned in ZD to ID_Doc_Review_TS425. If an escalated case that needs to be immediately reviewed, please see #ask-identity-verifications Slack channel. |
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[ "filter-int" ]