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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
Aleksandar's avatar
Aleksandar D Community Manager

Hi Daniel,

 

You should be able to update your phone number by going to Settings > Contact Info. Let us know if you need further help.

 

Thank you.

~ Aleksandar
Upwork
Daniel's avatar
Daniel N Community Member

The method of going to Settings > Contact Info doesn't work because it automatically asks me to confirm an old number, I no longer have access to. I can't update my new phone number because in Contact Info I'm asked to receive and enter a code from my old number. I included a screen shot, just need my verified number removed because it's no longer my number.

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Daniel,

 

I've shared your concern with the team, and we'll have one of our agents reach out to you via a support ticket to further assist you.

 

Thank you.

~ Luiggi
April Angel Lee's avatar
April Angel Lee F Community Member

Hi there,


I moved to another country and Upwork won't allow me to go to my settings as it asks for a code verification from my old number (which I do not have access anymore). is there any way I could change my number?


Luiggi's avatar
Luiggi R Retiring Moderator

Hi April,

 

I'm sorry to hear you're experiencing this issue. We'll have one of our agents reach out to you via a support ticket to further assist you.

Thank you.

~ Luiggi
Toni's avatar
Toni V Community Member

Hello Luiggi,

 

I have same problem as April.

Could you be polite and help me to solve it.

 

BR,

Toni

Andrea's avatar
Andrea G Community Manager

Hi Toni,

 

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

 

Thanks!

~Andrea
SHIVE's avatar
SHIVE N Community Member

 i  want change mobile number i  have lost let me know what is the processs

Joanne's avatar
Joanne P Retired Team Member

Hi Shiv,

 

I checked your account and see that you already submitted a ticket to our team. One of our team members will reach out and assist you directly via a support ticket

~ Joanne
Upwork
Saif's avatar
Saif U Community Member

Hello Upwork.
I hope you all are fine and doing a great job. I just enable the two-factor authenticator and connect with the google authenticator app but I lost my cell phone. Now I am unable to log-in on the mobile app. Please help me.

Nikola's avatar
Nikola S Retiring Moderator

Hi Saif,

 

I shared your report with our team and one of our agents already reached out to you directly via an email to assist you further. 

 

~ Nikola
Mizanur's avatar
Mizanur R Community Member

Recently i forget my phone number sim . So i can't login in my account . Can you tell me how i am login in my account without phone verification .
Bojan's avatar
Bojan S Community Manager

Thank you for reaching out to us, Mizanur.

 

One of our team members will reach out to you directly to assist you with your request. 

~ Bojan
Upwork
Mizanur's avatar
Mizanur R Community Member

No team members connect me .. can you tell me how much time need for this 

Goran's avatar
Goran V Retired Team Member

Hi Mizanur,

 

Our team has already reached out to you via ticket and is waiting on your response back. You can access your tickets on this Link. Thank you.

~ Goran
Upwork
Michelle Lorraine's avatar
Michelle Lorraine T Community Member

I do have the same issue, phone number for verification was my old number which no longer exists. please assist.

Bojan's avatar
Bojan S Community Manager

Thank you for reaching out to us Michelle Lorraine and Shevi.

 

I’ve escalated your account information to our support team. One of our agents will reach out to you directly via support tickets to assist you with your requests. 

~ Bojan
Upwork
Peter's avatar
Peter L Community Member

Hi Goran, 
i have an account as a freelancer but since I changed my phone number a while ago I can't enter anymore. Could you please open a ticket for that for me where I can share my login mail..?

 

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Peter,

 

Thanks for letting us know. One of our team members will reach out to you directly via a support ticket to assist you further.

 

Thank you.

~ Luiggi
Cielo Marie's avatar
Cielo Marie A Community Member

I'm having a hard time trying to access my upwork account because of the two factor authentication.  This is because i cant receive the OTP sent by Upwork because my phone was stolen just today. Is there a way that i can open my account and change my phone number in Upwork?

Joanne's avatar
Joanne P Retired Team Member

Hi Cielo Marie,

 

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

~ Joanne
Upwork
Joven's avatar
Joven N Community Member

Hi,

 

Is there anyony here who can help me on how to change my phone number as the phone number listed in my upwork account is the old one. There's no way for me get any notification. 

 

Thank you,

Aleksandar's avatar
Aleksandar D Community Manager

Hi Joven,

 

One of our team members will reach out to you directly via email to assist you further with your account.

Thank you.

~ Aleksandar
Upwork
Orlando Mark's avatar
Orlando Mark A Community Member

Hi,

 

Replaced my phone with a new one. Lost all my codes from google authenticator (should have setup microsoft or 2FA in the first place). Now I can't access my upwork settings. Can I have a little help here? I thought google will save a backup of authenticator to my google account. Currently frustrated with google (all my company and currency accounts are locked out). Thanks for the help!