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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, weโ€™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 โ€˜Chat with Upwork' button.
  2. Type a question or topic and select โ€˜Sendโ€™. 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
Mahmoud's avatar
Mahmoud G Community Member

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

Nikola's avatar
Nikola S Moderator

Hi Mahmoud,

 

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

~ Nikola
Md Torikul Islam's avatar
Md Torikul Islam L Community Member

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 ๐Ÿ™‚ Stay Safe, Stay Secure!

Melissa's avatar
Melissa G Community Member

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

Pradeep's avatar
Pradeep H Moderator

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 

Kimberly's avatar
Kimberly C Community Member

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.

Arjay's avatar
Arjay M Retired Team Member

Hi Kimberly,

 

Iโ€™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.

 

~ Arjay
Upwork
Irene's avatar
Irene D Community Member

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

Joanne's avatar
Joanne P Moderator

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.

~ Joanne
Upwork
Amir's avatar
Amir G Community Member

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?

Arjay's avatar
Arjay M Retired Team Member

Hi Amir,

 

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

 

~ Arjay
Upwork
Amir's avatar
Amir G Community Member

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

Arjay's avatar
Arjay M Retired Team Member

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.

 

~ Arjay
Upwork
Fayyaz's avatar
Fayyaz U Community Member

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?

Arjay's avatar
Arjay M Retired Team Member

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.

 

~ Arjay
Upwork
Khyrul's avatar
Khyrul K Community Member

 
Arjay's avatar
Arjay M Retired Team Member

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.

 

~ Arjay
Upwork
Lauren's avatar
Lauren S Community Member

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.

Rishabh's avatar
Rishabh R Community Member

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.

Arjay's avatar
Arjay M Retired Team Member

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.

 

~ Arjay
Upwork
Kristen's avatar
Kristen M Community Member

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?

Luiggi's avatar
Luiggi R Moderator

Hi Kristen,

 

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

~ Luiggi
Rafael's avatar
Rafael N Community Member

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

Joanne's avatar
Joanne P Moderator

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.

~ Joanne
Upwork
Freakgenix's avatar
Freakgenix G Community Member

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.

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