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Daniel's avatar
Daniel N Community Member

Don't have access to Verified Phone Number / Not receiving security code on my phone

I don't have access to my old verified phone number and need to update it with a new one.

ACCEPTED SOLUTION
Goran's avatar
Goran V Retired Team Member

Hi Daniel,

 

If you need help with your phone number because you're not receiving the code or don't have access to it 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?

 

  1. Please visit Contact Support and click the ‘Chat with Upwork' button.
  2. Type a question or topic and select ‘Send’. The bot will find relevant Help articles for you.
  3. The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
  4. From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.

Update:

 

Hi all,

 

This thread has been closed from further replies due to its size. We appreciate your participation in the Community and welcome you to continue the conversation on this new thread.

 

Thank you!

~ Goran
Upwork

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787 REPLIES 787
Martina's avatar
Martina P Community Member


Laura D wrote:

I am currently travelling and no longer have access to my verified number, as my phone contract has come to an end. I simply use wifi on my phone at the moment and can't receive any texts as my number is no longer active.

 

When I return to the UK in a year I will get a new number but have no need for a phone until then as can get by just fine with whatsapp etc.

 

Please advise how I can continue without access to my old number / verification code?


No idea what you mean. Why do you need a verification code? For what?

Laura's avatar
Laura D Community Member

I clicked on 'Submit a Proposal' and it asked me to verify my mobile number. I typed in my original contact number (which I can no longer receive messages on) and it sent a verification code (see attached).

 

I am unable to access this and cannot submit any proposals until I enter a code and I don't have an active mobile number anymore.

 

 

Andrea's avatar
Andrea G Community Manager

Hi Laura,

I can see you were able to submit a support ticket with our team regarding this. Please allow some time for our team to review and they will update you directly via ticket as soon as possible.

~Andrea
Alyssa's avatar
Alyssa F Community Member

I receive an error message when trying to enter my phone number for verification. 

Rohan's avatar
Rohan J Community Member

Hey Alyssa,

 

Phone number verification is not available for the users.

But just in case, try switching the network connections and restarting the app and device.

Andrea's avatar
Andrea G Community Manager

Hi Alyssa,

I can see you were able to submit a support ticket with our team regarding this. Please allow some time for our team to review and they will update you directly via ticket as soon as possible.

~Andrea
Sarah's avatar
Sarah P Community Member

My phone number will not submit for me to receive the text message code. The error I kept getting says "Something went wrong. Please try again later.". I've tried multiple times over the last two days. 

Andrea's avatar
Andrea G Community Manager

Hi Sarah,

Someone from our team will reach out to you via support ticket in order to assist you further.

~Andrea
Mizanur's avatar
Mizanur R Community Member

You can contact support. I think support solve your problem.

Kathrina's avatar
Kathrina D Community Member

Hi. I am having the same issue regarding the Two-Factor authentication.  Can someone help please. Thank you. 

Andrea's avatar
Andrea G Community Manager

Hi Kathrina,

Someone from our team will reach out to you via support ticket in order to assist you further.

~Andrea
Alfred's avatar
Alfred T Community Member

Hello, I am no longer able to log in to my main account as the email and phone number attached to it is no longer valid/working.

I have been using/logging into my upwork app through the mobile app's face verification method for a long time and only recently it asked for email/phone number verification which I can no longer provide because the email and phone number attached is no longer in used.


I have an ongoing contract and now my account is suspended... please help 😞

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Alfred,

 

Thank you for reaching out to us. I can see you were able to submit a support ticket with our team regarding this. Please allow some time for our team to reply to you via the same ticket.


~ AJ
Upwork
Eduardo's avatar
Eduardo A Community Member

I haven’t been able to log into my Upwork account for over a month. When I log in with my username and password, I can see my dashboard, but when I try to write something or make a change to my profile, I get a message saying that I need to enter the 6-digit code that was sent to my mobile device. However, I never receive anything on my phone or email, and I don’t have a security app like an authenticator.

I’ve had this problem for a long time and haven’t been able to talk to anyone from Upwork or chat or send an email so that someone can help me with this issue.

Can anyone help me solve this problem?

Eduardo

Glicelle's avatar
Glicelle P Staff

Hi Eduardo,

 

We’ve escalated your post to a support ticket where one of our agents can assist you further. Thank you for posting in the community!


~ Grace
Eduardo's avatar
Eduardo A Community Member

Thanks a lot Grace. 

Kaylee's avatar
Kaylee R Community Member

I am attempting to apply to a job and I am prompted to verify my phone number. Upon recieving the pin, I get an error that the pin is incorrect. Due to multiple attempts I am now getting an error message that says attempted to change the pin too many times. I am unable to apply to jobs. 

Arjay's avatar
Arjay M Retired Team Member

Hi Kaylee,

 

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 here with further assistance. 

 

~ Arjay
Upwork
Samuel's avatar
Samuel W Community Member

Verifying phone number.

Hi, I am trying to officially sign up to upwork but during stage 10 of the process it says for phone verfication. When I put my number in, I just wait and never get a text. I have tried to press resed etc and then eventaully it tells me I hae tried too many times and need to wait 24 hours. I have tried for about 3 days with no success. I am definitely using the right number and have tried my number with the "0" included and not included after the +44. Can someon help? cheers.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Samuel,

 

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

Deva Azkia's avatar
Deva Azkia R Community Member

I tried that option and it doesn't work. 

Amelia's avatar
Amelia L Community Member

I wonder if this is related to the same account verification I am experiencing with the code not being sent to my email

Joanne's avatar
Joanne P Retired Team Member

Hi Deva Azkia,

 

I've escalated your concern to the team. One of our agents will reach out and assist you directly via a support ticket.

~ Joanne
Upwork
Charles's avatar
Charles S Community Member

The support ticket UI keeps automatically closing/disappearing. I can't submit a ticket, nor can I get a verification pin. I feel like this feature needs to be looked into. It's not working as intended all the way back to 2018-2019 according to the forum post history. 

Diah Sekar's avatar
Diah Sekar A Community Member

Hello i trying to verfy my number but i didn't get message any code or pin, my phone number is correct. What i should i do? Thanks

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