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cc6962f1
Community Member

Account hacked

Hello, Upwork team.

Eleven days ago, my Gmail account was hacked, and as a result, I couldn't log into my Upwork account. I sought help multiple times through your social media, by opening support tickets, and posting in the forum, but I have received no response other than being told to wait for 24-48 hours. However, that time has passed, and I still haven't received any answer.

In order to prevent losing my clients and work, I had to open a second account. Although I was able to recover my primary Gmail account after a week, I am unable to log in or regain access to my primary Upwork account, as it has been suspended. I have continued to email the support team repeatedly, but have received no response.

All I want is to regain access to my main account. I fail to understand why it is taking so long. You didn't assist me in recovering my account when it was hacked, nor have you helped in unsuspending it to allow me to work without any issues. Your claim that it only takes 24-48 hours to receive a response couldn't be further from the truth.

13 REPLIES 13
ArjayM
Moderator
Moderator

Hi Jennifer,

 

Thank you for reaching out and I'm sorry to learn that you're having difficulties accessing your main account. However, please be reminded that users can only have one account and having multiple accounts is a violation of Upwork's ToS. 

 

Allow me to assist. Could you please click on my name and send me a PM with the email address associated with your main account? I'll be more than willing to check on that and assist you accordingly. Looking forward to your message.

 

~ Arjay
Upwork
cc6962f1
Community Member

I understand that it may not be the right thing to do, but as I mentioned before, I am in the middle of a working week. Therefore, the other possible solution was to work for free while waiting for the problem to be resolved. That's why I am being honest and asking for help to regain access to my main account and delete the new one as soon as possible.

Thank you for offering your help. Unfortunately, your Upwork profile states "No longer available," so I am unable to send you a private message. What should I do next?

Hi Aman,  

 

It's not from the Upwork profile but from the Community profile, where you can send a Moderator a private message. You should see this option on the top left corner of the page whenever you click someone's name in the Community, like in this example. Can you please check again now?

~ Luiggi
Upwork

Please I have an issue I tried multiple times to login my account and it was deactivated trying to reactivate it I was asked to open a link in my mail which I did and clicked on the activation link but it keeps telling me error 

Even when I try to use the forgot password to change my password and login it still gives me e

Hi Nelly,

 

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 tickets here.

 

- Pradeep 

Upwork
dd54bab8
Community Member

dd54bab8_0-1707034035497.png

How is that possible? No such option Luiggi

 

Hi Jyada,

 

I understand that you may want to contact Luiggi privately, but we kindly ask you to share your issue with us on this thread. This way, we can provide you with a faster and more effective solution. Thank you for your cooperation and patience.

 

- Pradeep

Upwork

Alright. So my friend had his account hacked like 15 days ago and raised
the issue with the security team. And the account had to be disabled. Now
he can't contact them and and the same time they won't reply to the open
ticket for a week now.

Hello Jayda,

 

I'm sorry to learn about your friend's situation. Can you please share with us the support ticket number? Although we won't be able to share the details of another user's account for privacy reasons, I'll be glad to notify the team of this so they can follow up with your friend. 

~ Luiggi
Upwork
dd54bab8
Community Member

The ticket number is 45105936. Thanks Luiggi and if possible you can kindly give him an update to ensure that the team received his querry

dd54bab8
Community Member

Hello Luiggi,

Can you kindly follow up on the same ticket kindly.

Hi Jayda,

 

Our team will review and reach out to the account owner directly on the same support ticket. Please be informed that all inquiries are handled in the manner they are received in the queue. Please allow 24-48 hours for the team to review and respond to your inquiry.

 

- Pradeep

Upwork
ae1e5b60
Community Member

How did this happen? Please let us know, so we can secure our account.

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