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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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Aleksandar's avatar
Aleksandar D Community Manager

Hi Heba,

 

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
Heba's avatar
Heba K Community Member

Hi,

Username :Heba **Edited for Community Guidelines**
Email: **Edited for Community Guidelines**

Best Regards

Aleksandar's avatar
Aleksandar D Community Manager

Hi Heba,

 

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

 

Kindly close your newly created account in order not to violate Upwork's Terms of Service.

 

Thank you

~ Aleksandar
Upwork
Ikbal's avatar
Ikbal H Community Member

Hello! I'm Md Ikbal **Edited for community guidelines** unfortunately, I lost my phone as well as my Google Authenticator password, Now I'm unable to edit my profile. for your verification purpose so now I wanna disable my 2-step verification with the google authenticator app, I'm attaching my government NID card. Please help me.

 

Yours faithfully

Md Ikbal Hosan 

 

**Edited for community guidelines**

Bojan's avatar
Bojan S Community Manager

Thank you for reaching out to us, Md Ikbal.

 

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

~ Bojan
Upwork
Ikbal's avatar
Ikbal H Community Member

Thank you so much for your prompt response, I wanna disable my 2-step
authenticator with the google authenticator app, so please let me know if
you need any information for owner verification, I'll submit those
information & documents.
Thanks
Md Ikbal Hosan
Nerissa Llen O.'s avatar
Nerissa Llen O. C Community Member

I need help in updating my contact number. The system is trying to send me an OTP to an old number that's no longer working. Many thanks!

Nikola's avatar
Nikola S Retiring Moderator

Hi Nerissa,

 

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 with updating your phone number. 

 

~ Nikola
Md Rafiul's avatar
Md Rafiul I Community Member

Use your authenticator app to generate a code. Enter it in the code box and press Confirm. 

please help me how to solve this issue 

Avery's avatar
Avery O Community Manager

Hi Md Rafiul, 


 A Customer Support Team member will reach out to you to assist you further with your concern. 


~ Avery
Md Rafiul's avatar
Md Rafiul I Community Member

Thanks
Dusan's avatar
Dusan P Community Member

How to change phone number? I don't have my old phone number and have a new one.

Can someone tell me what is Upwork Support Email? So I can contact them.

Aleksandar's avatar
Aleksandar D Community Manager

Hi Dusan,

 

We'll have one of our agents reach out to you directly via email to assist you further.

 

Thank you.

~ Aleksandar
Upwork
James's avatar
James R Community Member

Hello,

 

I need help to change my old phone number so I can edit my profile. 

 

Thanks!

James

 

Joanne's avatar
Joanne P Retired Team Member

Hi James,

 

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
James's avatar
James R Community Member

Thank you so much.
Junji's avatar
Junji B Community Member

I need to change the phone number but cannot go to settings coz I need to put in the verification code.I lost my phone with the verified phone number

 

Upworkerror.PNG

Joanne's avatar
Joanne P Retired Team Member

Hi Junji,

 

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
Kimberly's avatar
Kimberly T Community Member

It refuses to let me change my phone number because it wants me to authenticate me account with my old number. I was told I had to 100% answer all these questions that I DO NOT remember because I’ve barely used this account. AND WHY IS IT SO HATD TO JUST SPEAK TO SOMEONE IN SUPPORT??? This should not be this difficult! I’ve since taken my maiden name back too. I’ve never had a “job” until the one I just accepted. I’ve never been paid for anything. I can’t do a w9. I can’t do anything because I cannot get the help.
Joanne's avatar
Joanne P Retired Team Member

Hi Kimberly,

 

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
Andrew's avatar
Andrew T Community Member

Hi.

I have lost my phone and authenticator account.  I need to urgent assistance to get back in.  I have literally had to create an account just to be able to access support.  URGENT.

Thanks

Andrew

Andrew's avatar
Andrew T Community Member

And to put in context, was a member of Elance/Odesk before since 2011 - so a long established account. 

Aleksandar's avatar
Aleksandar D Community Manager

Hi Andrew,

 

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
Andrew's avatar
Andrew T Community Member

Thanks for the message.

Andrew's avatar
Andrew T Community Member

Message sent. 

Please ignore my error below/above.