Resolve Verification or Account Review Issues

If you need help with an identity verification issue, an account under review, or wanting to submit an appeal or request reinstatement, start in the Handshake chatbot. 

This also includes trust and safety concerns, such as harassment, a scam, fraud, a fake job posting, or another safety concern. 

The chatbot is the fastest way to reach a resolution because it can give you relevant guidance right away and, if a specialist needs to review your case, it collects the right details from the start.

How do I start my report in the chatbot?

1. Open the Handshake chatbot from the Help Center page, or from your dashboard by clicking Support in the top-right corner.
2. Describe your issue.
3. Provide the details the chatbot asks for, such as links, screenshots, names, or dates. These details help route your case correctly.
4. If the chatbot cannot resolve the issue directly, it hands off your conversation to a specialist with your details already included. 
   • A ticket is created using the email address on your account by default, so check that email for a ticket confirmation.

How do I get my issue resolved faster?

1. Check your email for confirmation that your ticket was submitted. All follow-up communication about your case happens in that email thread.
   • If you cannot find the confirmation email, check your junk or spam folder. Search for:
     • Subject line: "Support Request Received" (may be sent from Handshake or Handshake AI)
     • Email domain: ai.joinhandshake.com or joinhandshake.com
2. Do not submit more than one ticket for the same issue. If you think of additional details related to your issue, reply to your original ticket email thread so the team can respond without delay.

What happens after a specialist reviews my case?

If your issue needs specialist review, the chatbot hands off your conversation along with the context you already provided, so you do not have to repeat details. A member of the trust and safety team will follow up on next steps.

Why is the chatbot faster than other contact methods?

Starting in the chatbot connects you with the right team from your first message. It reduces back and forth because the chatbot collects the information a specialist needs upfront, instead of waiting for follow-up questions later. 

Reporting through other channels, such as email, adds extra steps to route your message to the right team, which slows down resolution.