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Why my financial account has beed suspended, while client failed to verify his payment method

Hi everyone,
I was hired on an hourly project and client was verified at that time. After two days I received a ticket that my financial account has been suspended as one of client failed to verify his payment method.I can't withdraw my earnings of other projects too.Why I am unable to withdraw earnings of my other projects.

Can any one help me.

Thanks,
Dia

Vote Result

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Score: 9.5, Votes: 12
Dia, please contact Customer

Dia, please contact Customer Support. They have info on what needs to be done, and will help you in resolving the issue.

oDesk Forum Moderator

Always reach for the skies, for even if you fall, you'll still be on the top of the world...

contact support is not responding

Hi Ayesha,
I saw that you are replying to most of question here on forum.Please help me to resove my proble.Contact suppport is not responding.While during reading forum discussion I read that some contract have been suspended from their finacial account from last four months and they did not yet get any solution.Please solve my problem.If a client has verified payment method and after few days his payment method becomes unverified then what is fault of the contractors.Why their financial accounts are suspended?Even I can't withdraw earnings of other projects too.Please help me.

Thanks,
Dia

Dia, the Support and Risk

Dia, the Support and Risk Management teams handle such issues, and they are the only people who have access to info in such cases. Please be patient, let the Support people work, you will hear back from them once they have a resolution for you.

If you want to request an update, please use the same ticket rather than opening a new one, that way Support can focus on solving your problem rather than dealing with the clutter created by multiple tickets.

Have faith, your issue will be resolved in due time.

I sincerely hope the suspension gets lifted soonest for you!

oDesk Forum Moderator

Always reach for the skies, for even if you fall, you'll still be on the top of the world...

It would be nice to know

Ayesha,
I have to admit it would be nice to see a list of generic reasons why financial accounts are suspended and what oDesk does that takes so long and also why she cannot withdraw finances from other jobs.
I know there are probably many reasons for financial suspensions but can you just get a list of most common reasons, and the actions taken by oDesk for each reason? It would really be nice to know something, unless there is a reason why they don't divulge this information. But even then, it would be nice to know the reason why they are not divulging the info.
It seems all these folks who get their accounts suspended never find out the reason behind it, sort of like some CIA operation or something.

Thanks.

Margaret, the problem with

Margaret, the problem with account suspensions is that initially Support is trying to figure out the problem, and they can't tell the contractor/client what's wrong since they are still trying to figure it out themselves. Once their investigation is complete and they do have sufficient info, the user is informed of the reason.

Issues that result in suspension are pretty diverse, ranging from payment issues, disputes or requests for refunds, phishing attempts or policy violations.

The problem with account suspensions is that every case is unique, and Support first has to investigate the reason and collect necessary information before giving out a definitive reason.

Usually what happens is that contractors come to the forums when the account is suspended, but once the issue gets resolved, they don't update the post.

Naturally the process is time consuming, with the details that have to be taken into account and the backlogs that pile up from time to time.

But rest assured that Support, oMQ and Risk Management team are working very hard to make oDesk safe. For instance, have you noticed the decrease in Phishing job posts lately, the ones where fake log in pages were posted in interviews?

But I like your idea of a detailed sticky on Suspensions, I'll see what I can do about it.

oDesk Forum Moderator

Always reach for the skies, for even if you fall, you'll still be on the top of the world...

Ayesha, while I TOTALLY understand what you are saying

Ayesha, while I TOTALLY understand what you are saying, oDesk has to appreciate just how totally frightening it is for people to read about others whose accounts have been suspended for literally weeks and sometimes even months.

It could, it seems, happen to anyone at any time, and many people report that they don't even get any response.

I am trying to imagine what it would be like to suddenly have one's entire income frozen for an undefined period of time and no information. How do people even keep working if they have no idea if all the hours they work will ever get paid for or not - or rather they watch the pay go into their oDesk wallet and are stuck...

OK, oDesk is by no means MY only income but we all know that for many here, wisely or otherwise, it *IS*

I would never want to suggest that Customer Support are not doing all they can but maybe that is one area which needs to be looked at. More staff, more training, more communication - whatever.

Obviously it all gets resolved at "some" point but I can only imagine how little comfort that is to someone who has to explain why the rent is not being paid and tell the children why there is no food, let alone Christmas presents.

This is not a criticism - just a suggestion......

It is a scary prospect for those of us it has not happened to - I can only imagine how it must feel to those who are affected.

I guess it's because it's the other way round.

Junelle A. wrote:
if they're still trying to figure out the problem, then that means they don't know the reason either, right? so why suspend in the first place?

Guilty until proven innocent *not* innocent until proven guilty Sad

Of course not, Junelle! Why

Of course not, Junelle! Why would oDesk suspend accounts on a whim?!

Suspensions always have a very valid reason. Sometimes it's a phishing attempt, in that case the account gets suspended to actually protect the user's available earnings from being withdrawn by someone else. Sometimes it's a payment issue, (like a dispute, for instance) so the first and most logical thing to do is to freeze the financial account so the contractor won't withdraw the funds before the problem is settled, now this is a precautionary measure, and disputes get resolved either way, but until either side is proven right or wrong, there is no other way but to suspend the financial account. Similarly, if some fraudulent activity is noticed/reported, the account is frozen and investigation is carried out to find out details.

oDesk Forum Moderator

Always reach for the skies, for even if you fall, you'll still be on the top of the world...

Junelle they need to

Junelle they need to *confirm* the reality first. If a client/contractor claims feedback blackmail or disintermediation, do you think it would be fair to tell the accused party that they committed fraud? The team does an initial assessment and then gives out the reason. Would you rather have a reason just for the sake of having a reason or one that is valid and has been confirmed first?

Having said that it is basically the Support team that deals with such issues, and they work very hard to resolve the countless issues raised every day. There are some that get delayed, but most get wrapped up in a reasonable amount of time.

And it's more like "On hold" until proven anything rather than guilty.

oDesk Forum Moderator

Always reach for the skies, for even if you fall, you'll still be on the top of the world...

So I have to wait, wait and wait nothing else

Wait ,wait and wait, Sad( Sad( Crying

I have seen lots of topics/comments

Ayesha Sadaf Kamal wrote:
Usually what happens is that contractors come to the forums when the account is suspended, but once the issue gets resolved, they don't update the post.

I have seen lots of topics/comments from contractors desperate because they have waited over a month, account suspended and they don't have a clue why. Even when it's not the contractors fault it still takes long, here is an example.

So unfair this took 45 days!

Faisal Mughal wrote:
Hello Everyone,

Today my account is resumed by oDesk, it was suspended due to my client who was flagged out by oDesk. Today my suspension is lifted away. I am so much happy, it took 45 days but I am happy in the end.

Thank you oDesk.

Regards,
Faisal Mughal

Absolutely ridiculous how this is handled.

Natasha R. wrote:

I have seen lots of topics/comments from contractors desperate because they have waited over a month, account suspended and they don't have a clue why. Even when it's not the contractors fault it still takes long, here is an example.

So unfair this took 45 days!

Totally agree. There is something inherently wrong in a platform when you hear so many complaints from people with account suspensions that take weeks to resolve. Think of the people who don't even post about this in the forums?

The whole system needs revision:

1. Hire more people to handle the issue who actually KNOW what to do and have the authority to do it. Fire the ones who send out the corporate speak "We're looking into it." Obviously, they're not.

2. Stop arbitrarily closing down accounts for ALL monies. Close down the part of the account for that particular problem only.

3. Resolve the issue within 5 working days. It doesn't take that long to determine if the client or the contractor is at fault and then allow for restitution or ban the wrongdoer.

This situation is totally out of control and needs resolution now.

Ayesha you are saying same thing to all

Can you please do any thing for all contractors who are facing this problem.Like you as forum moderator can contact odesk support and can do any thing for us.

She cannot

Dia, Ayesha cannot help you out. She is the forum admin and has no authority in the finance department. They already know you are waiting for an answer.
It would be nice if you post back here once you find you why your account was suspended and let us know the why of it all so we are not left hanging wondering why these things happen.
Thanks.

Hi Margret

I appliend to the job of a client whose payment method was verified and also a job in progress.He hired me on his job I logged hours and then after 3 days I get notification that my financial account has been suspended because my client failed to verify his payment method.They asked that don't work for this client and let us know if he contacts you from another id.Client didn't conact me. So whats the solution for it. Odesk should stop the payment earned from that client but they stopped all my earnings that I earned from my other contracts.
I f a client is not right then why my financial account has been suspended.

Margret plz help me if you can,

Thanks

Dia, ONLY customer support can help you

Dia, ONLY customer support can help you, unfortunately. Please ask for updates on your existing ticket, don't open new tickets, cooperate with them and hopefully this will be resolved for you soon.

However, I totally agree that oDesk MUST deal with these matters a LOT more swiftly - and without knowing any details of any individual case there MUST be a lot of cases where it is plain wrong to completely lock a contractor's account totally - rather than just the portion that was earned from a problem client.

To leave someone without ANY access to ANY of their earnings for weeks on end can not possibly be justified in all the cases we have read about.

This kind of thing could cost someone their home.

Dia, like I said before, only

Dia, like I said before, only the Support team has access to such info. I escalate all reports of suspensions or delayed cases whenever I spot them on the forums, but it is the Support team that will solve the problem for you. Please stay in touch with them, and they'll update you once it's sorted out.

oDesk Forum Moderator

Always reach for the skies, for even if you fall, you'll still be on the top of the world...

My financial account has been resumed, thanks odesk

After five days my account has been resumed.Thanks odesk. All who are facing this problem don't worry your account will be resumed very soon.

suspension of an account

Hi,
I have seen the forum and just wanted to ask you it takes how long to re-activate the account. Nobody is listening and no repsonse. I open the ticket everyday and had a calls as well but they are just robots. Same excuses and not telling me what should I do anything they need let me know. o

reading this kind of horror

reading this kind of horror stories makes me want to leave this place.

REALLY SCARED!!!

Hello!

My account was also suspended yesterday. I chated with them and they escalated the case to the financial department. I have not heard from them since. How do you guys know that they suspended your finnacial account because your client fail to verify his method or pay??!!!Do they send you an email? In macase Iwas sent no email at all until I saw that in my accout "Financial Account XXXXXXXXXX has been suspended. Please contact customer support."

I am now scared because I have an important ammount that I have been gathering this amount to solve a problem I have Sad
When I hear that people's accounts have been suspended for months , I just do not want to think of that.

I am working on some projects , but I can work no more because I do not know if this will be solved or not. Why should I work of there is a possibility of loosing my money and my account too?

Please ODESK, do something for us!!

Accounts Suspension

You know this is horrific! Odesk really does very little for us contractors. I have been lucky. I one do not bid on jobs unless the payment method is verified, and also my hourly rates are not $1.00 pr hour, so I think this weeds out some of the problem people.

There are labor laws in the USA. I don't know about other countries. And if we do work for a client that isn't having problems there is no legal or legitimate reason to have your money placed on hold.

This makes me very worried. Seems at random. Yes or no???? I was threatened with accoutn suspension for bad feedback, when I have opened tickets, and Odesk does nothing for that as well, this client stalked me, threatened me in email, attempted to move me to another system Odesk has the emails but hey they do nothing and leave that feedback on my account.

It is the same way with payments. Conversations I am not at liberty to discuss this with you at this time. Well if it is our income it should be discussed with us. And what about the clients that are not bad. You just don't work for them while you are suspended and risk loosing those accounts.

This is very very sad!

It happened to me once but

It happened to me once but only for a few hours - it was incredibly stressfull. I absolutelty needed to get my earnings for that week - we're talking rent and bills stuff.

I find it frightening and quite frankly shocking that at any moment an account can be frozen with the contractor not knowing what's going on for days, weeks or months.

Why not just freeze the earning from that client as opposed to everything?

Lucky you.

Louis D. wrote:
It happened to me once but only for a few hours - it was incredibly stressfull. I absolutelty needed to get my earnings for that week - we're talking rent and bills stuff.

I find it frightening and quite frankly shocking that at any moment an account can be frozen with the contractor not knowing what's going on for days, weeks or months.

Why not just freeze the earning from that client as opposed to everything?

Louis, you were lucky, but there are so many contractors who have been waiting for months. It is scary to think it can happen at any moment and God knows how long it can take.

Junelle A.][quote=Ayesha Sadaf Kamal wrote:
...
why can't customer support simply tell that to the contractor?

Cate B. wrote:

3. Resolve the issue within 5 working days. It doesn't take that long to determine if the client or the contractor is at fault and then allow for restitution or ban the wrongdoer.

In *NO* jurisdiction can someone suffer sanctions without reason

First of all, Ayesha can not really do anything, and as she is employed by oDesk at this time can only repeat the official lines. There is no point having a go at her, she has no influence beyond her job description and no power over what happens.

Having said that - the more I think about it the more incredible all this becomes.

In no jurisdiction can any entity sanction a person without giving a reason. That is completely unacceptable. If someone's bank account is frozen, a proper reason MUST be supplied. If someone is arrested, a proper reason MUST be supplied. If someone is sacked from a job, a proper reason MUST be supplied.

And so on and so on and so on.

It is absolutely unacceptable for oDesk to put a hold on people's money without IMMEDIATELY giving a valid reason as well as a timespam during which the matter is to be resolved.

I have no doubt at all that MANY of the suspensions happen for a good reason. But it seems ridiculous that ALL of a contractor's money is held when a problem only concerns one of that contractor's many clients (as an example.)

It is draconian, and quite possibly even unlawful, to hold a contractor's money without giving a reason and for such ridiculously long periods of time as we have been reading about.

A reason should be given in each and every case - AND a timespan. Anything over 5 working days is excessive and unacceptable.

If Customer Support and / or Risk Management are overworked then oDesk needs to employ more and better people for those jobs.

48 hours now that my account

48 hours now that my account is suspended!!! No response from them since the first ticket. Can it be because of the weekend or something????:!!! i just can't believe what is happening with us.

At least give us a reason why our financial accounts are suspended!!!!!

ANY UPDATES GUYS??

ANY UPDATES ABOUT SUSPENDED ACCOUNTS??

My account has been resumed today

Thanks God my account has been resumed,

whay was the problem??

whay was the problem??

My account is finally

My account is finally unsuspended. I hope that yours will get soon!

Or

Petra R. wrote:
If Customer Support and / or Risk Management are overworked then oDesk needs to employ more and better people for those jobs.

Or Hire better people and with better rates? Just asking......

Just an FYI... Banks do NOT

Just an FYI...

Banks do NOT have to give us any reason as to why they are closing an account. I learned that the hard way.

The government allows them to get away with just closing the account & you have no clue why.

JUST NUTS.

As for all the pain that odesk causes, well a few months back I was misinformed about a serious issue concerning my account. This went on for over a month by several workers at odesk.

No matter how many times I cited that their decision made no logical sense, they robotically repeated the same thing over & over again (it takes brains to actually think instead of reading from a script.)

It wasn't until I had started another ticket re: another matter that an American (she's probably only one out of who knows how many who work there) sided with me & told me that I was right.

Of course she didn't say that all the other odesk workers were wrong, but that was the reality of it.

The stress I went through for a month+ was terrible. I would have had no work had she not saved the day. I will always be forever grateful to her.

This is the reality of the majority of who works at odesk & is controlling our accounts & money.

Petition anyone? LOL

I wonder if this is a

I wonder if this is a "technology" issue with Odesk. The question has come up as to why they wouldn't freeze only the amount in question from the "offending" contract/transaction instead of freezing all of the funds. I imagine Odesk employees having only one button to click when such an issue arises, "hold/suspend/freeze/disable".

Ideally one would think when they look at a person's earnings, it is itemized by "job" and that it would be possible to click on a "hold/suspend/freeze" button beside each job individually. I mean, when I refund money in PayPal, it doesn't refund every cent anyone has ever paid me. >:-)

I'm going down this road because I can see no legitimate reason for freezing all money from so many users after they've worked other jobs with no complaints of fraud or issues. So I can only assume their silence is because they are too embarrassed to say "Look, we only have one button to control fund activity". Of course that admission should be followed up with "... but we are taking money from the percentages we're paid to hire someone on Odesk to give us more functionally for managing funds." Or some such verbiage. >:-)

Let's take it further... Let's say the account was hijacked. There is a log of all account changes. So the only way a hijacker could steal the money would be to change the bank account information. If hijacking is suspected, revert the change back to what it was, call the account owner. I could toss out all kinds of scenarios but in the end it would be tough to find one that would justify an entire account freeze for so many people.

Just my thought... Smile

My Odesk financial account is suspended for 2 weeks now

I am having this same issue. I guess the issues were resolved sooner when they opened up here. I reported that someone invited another for an interview using my account but took precautionary measures by changing my passwords but I did not know that Odesk would actually freeze my finances because I reported that incident. I have lots of bills to pay and Odesk is my only means of income so it caused me too much distress and their customer support is so unhelpful telling me that it is being handled by their security department and that I have to respond to that first ticket I created but they have completely ignored that ticket. I sent them several emails now because I need the funds to be unlocked badly.

financial account suspended

I received a ticket just this Feb 5, 2013 that my account is suspended. They asked me for my Government issued ID before they will discuss the issue but until now i haven't heard from them. This is scary because it's my hard earned money. I've been requesting for an update of my ticket but to no avail. I hope they will lift the suspension soon because there are bills to pay. My work is affected too.