Feb 17, 2021 05:04:43 PM by Angelica Elaine C
Solved! Go to Solution.
Mar 26, 2022 02:31:18 PM Edited Jan 13, 2024 06:07:04 AM by Pradeep H
Hi Irvin,
If you need help because you don't have access to your authenticator app anymore, we’ll need to ask you to confirm some private account details in order to help you. At Upwork, protecting your privacy is our priority. With this in mind, it would be best if you reach out directly to our support team so they can assist you within a private and secure channel of communication.
How do I reach a human in customer support?
Sep 17, 2022 01:15:14 AM by Chaudhry Muhammad Z
Hi Upwork Team!
I've reinstalled the authenticator app but now the codes in the authenticator app don't work. I've also tried phone verification but I haven't received any code. Can you please solve my issues and help to get access back to my account?
Thanks.
Sep 17, 2022 06:25:57 AM by Annie Jane B
Hi Chaudhry,
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.
Oct 18, 2022 01:10:49 PM by Thomas B
Every time I try and access my settings it asks me to enter a 6 digit code sent to my authenticator app. I don't have an authenticator app and never set one up with my account. How am I supposed to access my settings?
Oct 18, 2022 02:39:06 PM by Arjay M
Hi Thomas,
Thank you for reaching out. One of our agents will be assisting you further directly via a support ticket to assist you with accessing your Settings. You'll also receive an email notification with their message.
Oct 19, 2022 06:21:08 PM by Gabriel G
are you logged into your upwork account on any other device?
You will have to edit it from the settings.
also, it brings out other options to sign in incase the authentication method is not available at the moment
Oct 20, 2022 03:39:03 AM by Md Rubel M
I recently reset my android phone. I had the authenticator app on my phone, it got deleted. Now I can't change anything in my profile.
Now how can I connect it to my phone again.
md ruble
Oct 20, 2022 06:53:22 AM by Andrea G
Hi Rubel,
Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.
Oct 26, 2022 06:43:24 PM by Yasmine C
hi, i cant log in on my phone because it says i need to send the code from the authenticator app. i don't remember setting up this type of verification, too.
Dec 20, 2022 03:24:03 PM by Pammy J
Why isn't the Upwork website accepting my authenticator app 6-digit codes?
I was finally able to install the Google Authenticator app and went through my google account settings to set it up by scanning the QR code. So now, when I go to Upwork, which asks me to verify a code through a 6-digit code, my authenticator app makes one available. But there is a problem. When I put in the 6-digit code, Upwork says it is invalid. So I wait a few seconds for the authenticator app to regenerate another code. It does, and I enter it, but Upwork says the same thing, "the code you entered is invalid." I'm not sure how this authentication app is supposed to work, but it seems to work well on my end. Why isn't the Upwork website accepting my authenticator app 6-digit codes?
Dec 20, 2022 05:15:51 PM by Arjay M
Hi Pammy,
Thank you for reaching out to us and reporting this here in the Community. I've also 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.
Mar 13, 2023 01:25:37 PM by Boris Š
Same here and since this keeps happening all the time I can't understand why no one from Upwork neither answered the question nor fixed the ongoing issue. Yes, I can log in with the key being sent to my email but I don't wanna do it every time I'm logging in smh. Admins, moderators, do something about this already please
Mar 13, 2023 03:18:46 PM by Arjay M
Hi Boris,
Thank you for reaching out to us. We certainly understand your concern and I can confirm that there's no existing issue with our Two-step verification Security process. The Two-step verification (also known as two-factor authentication) helps protect your account at login by requiring you to enter a one-time code in addition to your password.
However, you can remove your two-step security verification at any time.
I hope this clarifies. Thank you!
May 22, 2023 03:24:22 AM by Lory Anne T
I changed my phone and was not able to transfer my existing information as my previous phone was already damaged. I installed a Google Authenticator app in my new phone. I already set up my account by scanning the QR code. I can access to the 6 digit code but when I'm inputting it, Upwork says it is invalid. Thanks for the help
Jul 31, 2023 02:59:35 PM by Abdesamed B
I lost the old phone number I used for 2FA but I'm unable to submit the form, it says that I need to fill all the fields but all of them are filled, can you help me with this?
also, why is there no way to contact support directly I spent much time looking for a way but I found nothing, this is the first time I have had such an experience, I expected better, I had to open this temporary account so I can post here!
Aug 13, 2023 08:25:52 AM by Lee N
Dear Upwork support
I am unable to log in. Please contact me through my email so we can talk.
Regards,
Lee
Lee Nusbaum
Aug 13, 2023 09:25:53 AM by Luiggi R
Hi Lee,
I'm sorry to hear you're having trouble logging in. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Nov 11, 2023 11:27:28 AM by Robert K
2 step verification is not working. i have an android phone. doesn't work for the app nor for texting.
please advise. as you are warning that we can't pay or get paid without it.
Nov 11, 2023 12:35:43 PM Edited Nov 11, 2023 12:35:57 PM by Luiggi R
Hi Robert,
We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Nov 14, 2023 07:11:17 AM by Subramanya Aditya R
Hi,
Recently, I created my account and installed Authenticator App. However, I am unable to access authenticator app as I lost my phone.
Could you please suggest alternative method
Regards,
Aditya
Nov 30, 2023 11:36:11 AM by Kamil A
Hello, unfortunately, I lost access to the authentication app. Could you help me pls?
Nov 30, 2023 03:55:57 PM by Arjay M
Hi Kamil,
I see you've contacted our support team and raised a ticket about your concern. One of the team members has responded and confirmed that you were able to log in. Please don't hesitate to update your ticket by replying to the email sent by the team; they'll surely assist you accordingly.
Dec 28, 2023 10:37:21 PM by Jennifer J
My friend, a fellow freelancer on Upwork activated a 2F authentication using her phone number. For nearly a month now, she has not been receiving these codes from Upwork and cannot login to her Upwork account, buy connects or track her time using the tracker because all these features are on the web app and requires a login.
She cannot even chat support to rectify this issue as it requires her to login to her Upwork account so she pleaded I help her raise this issue here.
What can she do as she cannot chat support and the
Dec 29, 2023 01:37:19 AM by Pradeep H
Hi Jennifer,
I am sorry to hear about the trouble faced by your friend. I regret to inform you that I will be unable to discuss other user's accounts with you for the security forum. Please request the account owner to contact us directly for better assistance.
- Pradeep
Dec 29, 2023 09:56:04 AM by Jennifer J
Dec 29, 2023 01:35:16 PM by Arjay M
Hi Jennifer,
Arjay here stepping in for Pradeep. I understand your friend or colleague would like to contact support and resolve the issue with their Upwork account. Please be aware that they should be able to reach out to our support team via the chatbot without having to log in. Please have her visit the Contact Support page and click the "Chat with Upwork" button.
Jan 31, 2024 07:59:39 AM by Galen B
Hi. guys.
I received mail & notification which access from unknown-device from the upwork when I try to login.
According to the mail, I reset the password, then tried to login agin.
but I got same mail & nofitication.
I tried twice of that process, but still same result.
How to fix that?
Hopully wanna sovlue this issue.
Jan 31, 2024 11:34:42 AM by Arjay M
Hi Galen,
We saw your post in the community and converted it into a support ticket to give it the attention it deserves. I'm sorry you're having difficulties logging in to your account. Rest assured that one of our agents will be reaching out to you on this page with further assistance.
Feb 11, 2024 05:41:15 AM by Victoria P
Hi,
It's for a long time that I have not connected to my account (since then I moved to another country). Today, I tried to connect to my account and I had a message about authenticator app code because of a new IP address. But I have never installed any authenticator app.
I tried to connect with my VPN on my computer and that worked. But I had a pop-up to remind me about installing the authenticator app. I scanned the QR code to install the Upwork app. And then, when I tried to connect on Upwork app, it asked me for the authenticator app code again ? I totally got stuck with that. I need an authenticator app code to be able to install an authenticator app ? I turn around a circle 😞
Anyone has the same issue? my account is completely blocked with that, I can not do anything.
Thanks
Feb 11, 2024 06:11:15 AM by Luiggi R
Hi Victoria,
I'm sorry to learn you're having trouble with this. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.
Feb 14, 2024 12:16:55 PM by Paola D
Hello, Upwork Support,
I'm facing a critical issue – I can't access my main Upwork account where I've built up significant work history and earnings.
My efforts to regain my account access through Upwork's provided options have failed, as I had not set up an authenticator app nor provided enough bank data to fill out the verification form.
The core of the matter goes beyond just an inaccessible account: I am encountering significant difficulties in seeking support from Upwork online. The requirement to sign in for accessing customer support presents a paradoxical situation, as the very issue I need assistance with is the inability to sign into my account due to the new authentication system. . This "chicken and egg" scenario has left me without a clear pathway to resolution and has significantly impacted my operational efficiency and my financial well-being. As a last resort, I've created this new profile to seek support. Please assist me in regaining access to my original account. Thank you.
Feb 14, 2024 04:11:02 PM by Arjay M
Hi Paola,
We saw your post in the community and converted it into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you with further assistance on your account concerns.
Feb 28, 2024 02:16:20 AM by Samir Y
Hello,
I can no longer use my authenticator app because I have reset my phone. When I click on "try another method," it redirects me to the "Two-step Verification Reset form" page. After filling out all the fields, I clicked on the submit button, but nothing happened. I tried to do the same thing using the Upwork chatbot, but I'm not receiving a confirmation email.
Additionally, I have encountered some unusual conversations with the chatbot. To assist me, it requests that I log in, but my issue is that I cannot log in. I had to create a new account to post this message.
Please, can anyone help me regain access to my account?
Feb 28, 2024 03:06:44 AM by Nikola S
Hi Samir,
I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.