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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
Bojan's avatar
Bojan S Community Manager

Thank you for reaching out to us, Orlando Mark.

 

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

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

Thank you for updating me, Bojan! Smiley Happy

Rohit's avatar
Rohit R Community Member

I would like to change my phone number, I have changed the country. Unable to open setting because o

Bojan's avatar
Bojan S Community Manager

Hi Rohit,

 

We'll have one of our agents reach out to you via a support ticket to assist you with your request. 

 

Thank you for reaching out to us. 

~ Bojan
Upwork
Argel's avatar
Argel O Community Member

Hi.

 

I'm unable to access my setting as I had lost my phone used for verification. Please help. Thanks!

Bojan's avatar
Bojan S Community Manager

Thank you for reaching out to us, Argel.

 

One of our team members will reach out to you directly to assist you with updating your phone number. 

~ Bojan
Upwork
Argel's avatar
Argel O Community Member

Hi Bojan,

 

My ticket was closed but the issue hasn't been resolved yet.

 

Thanks.

Joanne's avatar
Joanne P Retired Team Member

Hi Argel,

 

I have followed up with the team, and one of our agents will update your ticket and assist you further. 

~ Joanne
Upwork
Erik's avatar
Erik B Community Member

Hi, i have had my phone stolen recently, and cannot log in to my usual upwork account because i cannot receive the text message. I have opened an account with my second email (exclusively to communicate with you).How can you help me getting access to my account as i have clients writing me without being able to answer them.

Aleksandar's avatar
Aleksandar D Community Manager

Hi Erik,

 

I'm sorry to hear about what happened. Could you please send me a private message with the Upwork username or registered email address of the account in question so that I can check and assist you further?

 

Thank you.

~ Aleksandar
Upwork
John Paul's avatar
John Paul D Community Member

Please Help me where can i call a customer service because I cant login my account coz of text verification i lost my old number.

Pradeep's avatar
Pradeep H Retired Team Member

Hello John,

 

I'm sorry to hear about your issue. Could you please send me a private message with the Upwork username or registered email address of the account in question so that I can check and assist you further?

 

Thank you. 

 

Pradeep H

Dusty's avatar
Dusty P Community Member

Hello, I am a us citizen currently in spain. I am trying to set up my account, but its asking for a us phone number and I don't have access to mine due to being abroad. I do have a Spanish number, but I don't think I should put my location as spain because I am not a Spanish resident, and don't have a Spanish bank account. Can I use my Spanish number to get the verification code for a us account? I'm just not so sure what to do.
Aleksandar's avatar
Aleksandar D Community Manager

Hi Dusty,

 

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

Thank you.

~ Aleksandar
Upwork
Jacklyn's avatar
Jacklyn B Community Member

Hi! Unfortunately, my sim card was lost and I am unable to access the settings of my account since the two-way verification was enabled. Apparently, it would send a code to my number which I can no longer access. Is there any way I can change my old mobile number with the new one which I am using right now?

Andrea's avatar
Andrea G Community Manager

Hi Jacklyn,

 

One of our agents will reach out to you via support ticket in order to assist you further.

 

Thanks!

~Andrea
Mr's avatar
Mr M Community Member

Hi Andrea,

 

It seems that support page does not load from different browsers even when I cleared history. It keeps loading nonstop 

 

**Edited for Community Guidelines**

Aleksandar's avatar
Aleksandar D Community Manager

Hi there,

 

I'm sorry to hear about that. You should be able to access the same support ticket as a copy is being sent to your email as well. 

 

Regarding the problem you are having with non-stop page loading, have you tried switching to another browser to see if you are able to access the ticket?

Thank you.

~ Aleksandar
Upwork
Mr's avatar
Mr M Community Member

Hi, 

I no longer have my old phone number and I cannot login to my old account. I created this account to report it. How can I get my old acc back?

Thanks

Nikola's avatar
Nikola S Retiring Moderator

Hi Mr M,

 

Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you directly via an email to assist you further.

 

Please know that freelancers aren’t allowed to have multiple accounts. Please close the account you created to reach out to us to avoid violating Upwork's Terms of Service

 

Let us know if you need assistance with closing your account. Thank you. 

 

~ Nikola
Mae Angiele's avatar
Mae Angiele B Community Member

I lost my phone. I need to change my number in my account but I can't access it because of OTP. 

Help me, please!  Thanks.

Aleksandar's avatar
Aleksandar D Community Manager

Hi Mae Angiele,

 

I shared your concern with the rest of our team and one of our agents will reach out to you directly via email to assist you further.

Thank you.

~ Aleksandar
Upwork
Mae Angiele's avatar
Mae Angiele B Community Member

Thank you. Appreciated.
Shevi's avatar
Shevi G Community Member

Hi Luigi, 

I'm having the same problem. I no longer have the mobile number attached to my account and as soon as I click on settings to update it, it asks me to verify the number. 

 

Thanks, 

 

Shevi 

Heba's avatar
Heba K Community Member

Hi Everyone,

Good day!  I lost my phone and forgot the number I use in my two-way verification.

Can someone help me?

Thanks in advance.