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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

View solution in original post

787 REPLIES 787
Joanne's avatar
Joanne P Retired Team Member

Hi Nafeesat,

 

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.

~ Joanne
Upwork
Rachel's avatar
Rachel B Community Member

Hello, I am unable to get a verification code sent to my mobile phone, please can you help me ?

Arjay's avatar
Arjay M Retired Team Member

Hi Rachel,

 

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. I'm sorry you're having difficulties receiving the verification code. Rest assured that one of our agents will be reaching out to you on this page with further assistance.

 

~ Arjay
Upwork
Domma's avatar
Domma B Community Member

When I press the apply button, it asks me to verify my phone number. However, when I try to receive the verification code via mobile, it displays messages saying, "You attempted to change your PIN too many times" and "You attempted to change your phone number too many times," preventing me from applying for any job. How can I solve this issue?

Arjay's avatar
Arjay M Retired Team Member

Hi Domma,

 

I’ve escalated your community post to a support ticket. I'm sorry you're having difficulties submitting proposals to potential clients. We'll have one of our agents reach out to you soon on this page to assist you further.

 

~ Arjay
Upwork
Emily's avatar
Emily F Community Member

I am trying to verify my account but it needs to send a text to my phone, I can only recieve this on whatsapp but cant proceed without verifying my number

Pradeep's avatar
Pradeep H Retired Team Member

Hi Emily,

 

Thank you for reaching out to us. 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 

James's avatar
James B Community Member

Phone varification is not working. 

 

I have not received a code. I have checked my number is correct multiple times and tried multiple times. 

 

I am trying to set-up my account. Very frustrating. I need working doing. 

Pradeep's avatar
Pradeep H Retired Team Member

Hi James,

 

I apologize for the delay in replying to your post. I checked your account and can confirm that your phone is already verified now. Feel free to message us if you need further assistance.

 

- Pradeep

Syed M Z's avatar
Syed M Z R Community Member

Hi, I am not receiving anything on my phone when the prompt "we've sent a verification code to your phone" appears. If I click on resend it says "you've tried to change the PIN too many times". 

Requesting help from support. 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Syed,

 

Thank you for reaching out to us. 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 

Khuda Bux's avatar
Khuda Bux M Community Member

Hey!

This is Khuda Bux Magsi, i'm using my account on Desktop so i want to verify my account but there is facing a problem, i try to send code on number but not receiving a code.

Arjay's avatar
Arjay M Retired Team Member

Hi Khuda,

 

I've escalated your community post to a support ticket. I'm sorry you're having difficulties receiving the verification code when completing the phone verification process. We'll have one of our support team members contact you soon on this page to assist.

 

~ Arjay
Upwork
Titilayo's avatar
Titilayo Y Community Member

Hello, I’m new to Upwork, and I’m having trouble receiving a new pin for mobile number verification. I’ve already updated my number, but the pin remains the same, and I’ve received a message stating that I’ve exceeded the usage limit. I’m finding it impossible to connect with a live agent as the chatbot is repetitive and doesn’t answer my question, preventing me from making progress. The chatbot keeps directing me to options I’ve already tried and that haven’t worked. How can I get help when I can’t bypass the chatbot after exhausting all the repetitive options that don’t work?

Arjay's avatar
Arjay M Retired Team Member

Hi Titilayo,

 

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. I'm sorry you're having trouble receiving the verification code to complete the phone verification process. Rest assured that one of our agents will be reaching out to you on this page with further assistance.

 

~ Arjay
Upwork
Kim's avatar
Kim R Community Member

I am trying to withdraw my earnings but I was asked for a verification every time. It's been 16 hours but I was not receiving any OTP both from email and mobile number. Please help. Thank you!

Arjay's avatar
Arjay M Retired Team Member

Hi Christine,

 

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. I'm sorry you're having difficulties receiving the code to complete the phone verification. Rest assured that one of our agents will be reaching out to you on this page with further assistance.

 

~ Arjay
Upwork
Catherine's avatar
Catherine M Community Member

I got a message that my account password had been compromised and that I needed to reset it. I tried to reset it last night but didn't receive the text message for the verification code. I tried another way where I was asked for my mother's maiden name but when I tried it it said "Password recovery error Upwork could not locate the information needed to recover your password. Please try again." I have filled up the form for verification help. I hope to get this fixed ASAP since I still have an active contract with a client. I am using a second account to be able to post here.

Joanne's avatar
Joanne P Retired Team Member

Hi Catherine, 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.

~ Joanne
Upwork
Catherine's avatar
Catherine M Community Member

Thank you.

Charlie's avatar
Charlie P Community Member

Every time I try to apply for work it asks me to verify my phone number - however when I try to verify my phone number (which is correct) I have a 'tried to update PIN too many times' error or a 'this phone number is already in use' error. However this is my number and should not be attached to any other accounts, and I'm simply trying to apply for a job not change my PIN. Can anyone help with this? 

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Charlie,

 

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

~ Luiggi
Joey's avatar
Joey L Community Member

I forgot my security answer and I haven't got access in my email acount because it was on my old phone and I used my old phone number so I can't get acccess in

Arjay's avatar
Arjay M Retired Team Member

Hi Joey,

 

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 contact you on this page with further assistance on your sign-in concerns.

 

~ Arjay
Upwork
Cheska's avatar
Cheska D Community Member

I'm new to Upwork and I've been unable to post a job because I can't verify my account using the verification pin. I'm not receiving anything via text at all and it isn't offering any other alternative. I need to support to contact me please, there's no way to reach out to them except for these forums.