🐈
» Forums » Support » Re: as a customer I do not receive the verifi...
Page options
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

View solution in original post

787 REPLIES 787
Md Imran's avatar
Md Imran H Community Member

Hello Upwork Community,

 

I hope this post finds you all well. I've recently created a client account on Upwork and have successfully verified it with my credit card. However, I've hit a roadblock when trying to post a job on the platform. Upwork is asking me to verify my phone number, which seems like a straightforward step. But the problem is that, after entering my phone number, it prompts me to enter an OTP code that should have been sent to my phone via SMS. The issue is, I haven't received the SMS with the code, and therefore, I'm stuck.

 

I've tried this process multiple times, waiting for the SMS to arrive, but it hasn't shown up in my inbox. I'm eager to get my job posted and start collaborating with talented freelancers, but this hiccup has become a real obstacle.

Has anyone encountered a similar issue? How did you resolve it? Any advice or tips would be greatly appreciated. I've also tried contacting Upwork support, but responses have been delayed, and I'm hoping for a quicker solution.

 

If you have any insights, suggestions, or experiences to share, please help a fellow Upwork user out. I'm looking forward to resolving this issue so I can get back to business.

 

Thank you in advance for your assistance!

Nikola's avatar
Nikola S Retiring Moderator

Hi Md,

 

Thank you for reaching out to us. I’ve escalated your community post to a support ticket so that we can look into this further and assist you accordingly.  One of our agents will be in touch with you soon to assist.

~ Nikola
Jennifer's avatar
Jennifer T Community Member

I'm having the same problem. Can you also help me with this issue? 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Jennifer,

 

Thank you for reaching out to us. Could you please elaborate further on your issue?  

 

- Pradeep

Serg's avatar
Serg J Community Member

I have the same problem. I haven't received the SMS with the code, tried multiple times, with 2 different mobile operators. It looks like SMS not sending to my country - Kyrgyzstan. How to solve this problem and start to post jobs?

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Serg,

 

We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Luiggi
Jack's avatar
Jack B Community Member

Hello,

I'm trying to verify my home phone (vonage VOIP phone), but it doesn't have text messaging as a feature. I'm unable to complete my profile because of this. How can I get the phone number verified in this case?

 

Thanks,

Jack

Nikola's avatar
Nikola S Retiring Moderator

Hi Jack,

 

I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Nikola
Christine's avatar
Christine M Community Member

I'm also not receiving the SMS verification code after trying a few times. Now I can't complete my account setup. Please assist

Christine's avatar
Christine M Community Member

I just created this account and got as far as teh step where you have to provide a mobile number to get a verificaton code via SMS.

I tried twice. I tried entering my number with and without a 0 after the UK country code(+44). It doesn't work. 

I also can't seem to find the place to create a support ticket. Just an automated chatbot that doesn't understand what I'm asking.

Can someone from Upwork assist please?

Arjay's avatar
Arjay M Retired Team Member

Hi Christine,

 

Firstly, welcome to Upwork! I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist you further with the phone verification process.

 

~ Arjay
Upwork
Alain's avatar
Alain B Community Member

Hi,

 

I tried to solve my problem with the chatbot but it didn't solve anything, the best I had was filling a form 2 times without any answer or feedback (by the way the web form is failing to send without explanation, I used the one included in the chat). I had to create a new account (this one) to try to find something else to solve my problem. Which is: I have an account I am trying to access, I have my login and my password but it ask me with a 2FA code, I give the one I have on my Auth App but it's rejected, I don't know why so I can't login anymore. What could I do ? 

 

Thanks 

Alain

Arjay's avatar
Arjay M Retired Team Member

 

Hi Alain,

 

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 on this page with further assistance.

 

 

~ Arjay
Upwork
Alain's avatar
Alain B Community Member

Thanks, I hope to have feedback soon.

Jahanara's avatar
Jahanara M Community Member

I have not received my verification code on my phone. I'm a new user and i should'nt have to deal with it. 

 

The chatbot was extremely unhelpful. Even the other posts about this are filled with unhelpful suggestions. 

 

There is no solution to this as far as i see. 

 

Very bad service on Upworks part. 

Elias's avatar
Elias L Community Member

Hi,

Sorry about your experience.  I can relate. I had to chose the button that say something like "use a different method ". This will send the code to your registered email.  You can try that.

Kushal's avatar
Kushal P Community Member

I am also not able to verify my phone number but  my id is verified

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Kushal,

 

I don't see that you have a pending phone number verification. Could you please share more information about the issue you're experiencing?

~ Luiggi
Fiznest's avatar
Fiznest C Community Member

The app shows phone verification code sent through the code never came and as a result I cannot post a job as a Client . Please help

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Fiznest,

 

We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Luiggi
Jennylyn's avatar
Jennylyn C Community Member

I don't receive any verification code on my phone after several attempts. The other method with questions are nearly impossible to answer since it's been 8 years since my last transaction.  Please help.

Nikola's avatar
Nikola S Retiring Moderator

Hi Jennylyn,

 

I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Nikola
Koussaimi's avatar
Koussaimi A Community Member

for 5 days I tried to post a job, it asked me to enter my phone number and enter the verification code but I didn't receive anything, I lost a lot of time and I haven't posted the job offer yet

Joanne's avatar
Joanne P Retired Team Member

Hi Koussaimi,

 

We have requested the assistance of our team. One of our agents will assist you directly via a support ticket.

~ Joanne
Upwork
MD. NURUR's avatar
MD. NURUR R Community Member

when I log in to a new device or try to get paid from other devices it was asking a verification that was sent to my mobile number but it is not working. So instead I am using my email but my mobile number was varified.