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 tried that option and it doesn't work. My old number is verified with my upwork account, which means everytime I try to change it a window pops up sending a code to the old number I have no access to. There is now way for me to change my number unless I have access to the old one it seems.

[#3 · Accepted solution]

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!

[#4]

Hello, I've tried 3 times to get the verification code sent to my phone but it isn't coming through!

[#5]

Hi Annie,

I’ve escalated your community post to a support ticket to give your case the attention it deserves. One of our agents will be in touch with you soon on this page to assist.

[#6]

Hi there,

I changed my phone number last year, and now Upwork is asking me to verify my old phone number because I have moved across the country. My account is connected to my email, however it won't give me the option of doing the two step-verification through my email so I can change my phone number. I'm hoping to be connected to someone from support so that I can verify myself via my email. Thank you for your time!

-Jacqueline Baker

[#7]

Hi Jacqueline,

Someone from our team will reach out to you via support ticket in order to assist you further.

Thanks!

[#8]

Hello,

My verified phone number is no longer active. I have updated my new phone number in contact info but still receiving the verification code from my old phone number. Can you please help me to fix the same.

You're kind assistance is very much appreciated. Thank you in advance.

[#9]

Hi Chastine,

I've escalated your concern to the team. One of our agents will reach out and assist you directly via a support ticket.

[#10]

Dear Aleksandar: When I request the verification code via my phone, I get a message saying the number if in use. I tried to bypass the phone and use email and/or security question, but it continues to ask for the phone verification. The chatroom people were of no help. The latest suggestion was to download the Upwork app on my phone, but that failed to provide a code. They referred me to articles, which are equally unhelpful. Others are having a similar problem. There seems to be some kind of technical glitch. Can you help me resolve this so I can start applying for jobs? 

Thanks, Linda

[#11]

Good morning, I wanted to enter my "settings" section from my computer and it asks me for a confirmation via my cell phone. I send the notification to my cell phone but I never get any kind of notification to accept.

Please could someone help me, I already have this problem for months.

[#12]

Hi Jose,

Someone from our team will reach out to you via support ticket in order to assist you.

[#13]

I have an account in upwork but when I try to log in, it asks me for a verification code that is never sent neither by text message nor email. I already checked the spam folder. I had to create this new account only to be able to write here for support.

[#14]

Hi Vicente,

Could you please click on my name above this post and send me a private message with more info about the account you need help with?

[#15]

I am trying to verify my phone number and it will not go past the code. Now it won't even resend the code at all. 

What do I do?

[#16]

Kirstie,

Most computer systems are programmed for 3 tries within 24 hours. Try again tomorrow and this time type the code and don't copy / paste because extra invisible characters can be picked up. Have an awesome day!

[#17]

Hi Kirstie,

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 and coordinate with the team here once your case is fully reviewed.

[#18]

I didn't receive a text message verification code

[#19]

Hi Asif,

I'm sorry to hear that you're having difficulties receiving a verification code via text. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

[#20]

Greetings all,

I am not receiving the text verification code that is needed to create a new account. Have others encountered this issue? Unfotunately, this means I can't complete my profile. 

[#21]

Hi Jacqueline,

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 and coordinate with the team here once your case is fully reviewed.

[#22]

I am having the same issue, and it's actually VERY aggravating! I just want to use your site, and this CONSTANT txt verification with NO other options to verify is a complete UI hindrance. Please have some discussions with your security team as a lease needs to be put on them to discover what's keeping people safe and what is just a stupid and plain to see obstacle that by the comments here,....A LOT of your users are having issues with. 

[#23]

Hi Will,

I am sorry to hear about the trouble while verifying your phone and thank you for sharing your feedback. I will be sure to share this with our team. 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 

[#24]

Hello,

I am attempting to complete the last step in setting up my account, but I am not receiving a verification code via text. I have attempted multiple times and it is still not coming through. It seems like many others have had the same problem, where can I get support with this issue?

Thanks

[#25]

Michael,

Go to your Settings and double check you have the right phone number listed versus a typo. Have a great day!

[#26]

Hi Michael,

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 a email as soon as possible to assist you further.