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

[#1]

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

[#2]

I have an Upwork account for more than 10 years now, and it's verified with my ID and mobile number. I've done a lot of work as well. Recently, when I tried to log in, it gave me an SMS verification code that wasn't received on my mobile. Then it informed me that this method is no longer available. The only way is to use the verification form, which is not working and never submitted. The same thing happens when I try to reset my password; it redirects me to the same verification form. I've attached screenshots of this verification form.

Has anyone else experienced this issue, or what should I do?!

https://support.upwork.com/hc/en-us/requests/46639090

[#3]

Hi Mahmoud,

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

[#4]

I think you have got some ideas. I don't know it's possible or not but you can try to your SIM Replacement of your old phone number. Hope you will use it for access or any purposes of you want. 

Hope it will help you 🙂 Stay Safe, Stay Secure!

[#5]

Hi, I am trying to verify my account but the mobile code is not being sent to my phone and i habe done everything to try and figure put the issue. My country is set correctly but its still not sending therefore I can't post jobs. Its been very difficult getting support so I need help please as the chat bot is not helping at all

[#6]

Hi Melissa,

I am sorry to hear about the trouble receiving the code. 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 

[#7]

Hello. I've tried setting up my local bank account, but despite completing the necessary information, I did not receive any SMS verification code. I also attempted an alternative method but encountered similar difficulties.

[#8]

Hi Kimberly,

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 setting up your payment method.

[#9]

Hi! I have been trying to withdraw my earnings but I can't receive any OTPs. I have been trying since yesterday morning. I can't seem to find a way to contact Upwork customer support too.

Edited to correct spelling

[#10]

Hi Irene,

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.

[#11]

Not getting verification code on my phone & email. It says that we have sent the verification code on your phone but I am not getting it at all even I tried to get verification code on email but no luck why?

[#12]

Hi Amir,

I see that you were able to sign in to your account. Please let us know if you need further assistance.

[#13]

Hi Arjay,

Thansk for your reply. Yes I am able to sign in , but sometimes upwork ask for verification code even upwork sent the code but I am getting code on my phone even on my email. My number is active no problem at all.

Looking forward to your reply.

Regards,

Amir

[#14]

Thank you for your response, Amir,

Could you please confirm if you were able to receive the verification code or not? We'll gladly look into your concern and assist you accordingly. Looking forward to your confirmation.

[#15]

I've enabled two-step verification for my Upwork account with the ID b1bf9df9.

However, upon logging out and attempting to log back in, I'm encountering an issue where I'm not receiving the two-step verification code on my registered phone number.

Despite filling out the two-step verification form, it doesn't seem to be functioning properly.

The chat bot assistance provided is not helpful, as it cannot resolve my account issue.

Do you have any suggestions on how to proceed in resolving this matter?

[#16]

Hi Fayyaz,

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 with further assistance.

[#17]

Hi Khyrul,

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 with further assistance.

[#18]

My main account (under my business email), which I use regularly, will not let me log in or reset the password. I got an email recently saying I need to update my billing information, so I've been trying to log in to do that, but it won't let me log in. When I try to reset my password, I get the following error: "Password recovery error: Upwork could not locate the information needed to recover your password. Please try again."

The chat bot is not helpful at all. It just keeps redirecting me to the same information with zero answers and zero ways to escalate or speak with someone directly. I had to create this new account with another email address just to try and find more direct support.

[#19]

Hi Lauren,
I am facing the exact same issue.

Please let me know if you find a solution.

Even support email is not provided in contact us, making it difficult to connect with them.

[#20]

Hi Lauren and Rishabh,

We saw your posts in the community and converted them into a support ticket to give them the attention they deserve. Rest assured that one of our agents will be reaching out to you with further assistance with your login concerns.

[#21]

I didnt enter the pin that was sent to my phone in time and it said it was no longer valid.  I was busy so I tried again an hour later, and now it wont send me a pin.  It does nothing when I hit the "verify pin" button next to phone number and it wont let me move forward without doing that.  I tried logging out and back in.  I tried using a different browser, but nothing seems to work.  So I cant finish making my profile.  How do I solve this?

[#22]

Hi Kristen,

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

[#23]

I used to get the "Phone number already in use"....so I canceled my old account.

Now the issue is I do not receive any verfication code.  I tried using the chat option to figure this out, but not sure if that is going anywhwere.

Thank you,

Rafael

[#24]

Hi Rafael,

We can see that you already have an open ticket regarding this issue. One of our agents will update your ticket and assist you further.

[#25]

Whenever I try to login into my upwork account and type the password it says that my password has been compromised though it has not been compromised and then it asks the security answer and when I answered it, though I am right, it's says that I am facing problems in answering this and I, though, am not facing problem. Takes me to a form that I need to fill to reset my password and has questions that I am unable to answer such as account number and the date of transactions which I don't remember because I do not have current access to the account and PayPal Account number though I do not have any account related to PayPal. I know that the PayPal question maybe may not be necessary but the transaction date and the first six numbers of the account number I cannot answer keeping me away keeping me from getting access to my account.