Phone Number is already in use

[#1]

Hello, Upwork

I too am having trouble verifying my number. When I get my money to my local bank, I can not get code verifying to my phone or my E-mail, I tried it in 2 days and it is the same problem. Would you be able to have a team member reach out to me as well? 

[#2]

Thanks!

[#3]

Hello all, 

I'm in need of some help, I can't finalize creating my account because I get an error message that reads "This number is being used by another account". I might have use this phone number in the past to setup an account but never used it and don't have access to the account. I already submitted a support ticket to request the older link to be remove but the response from the customer representative was not useful or helpful at all:

"Thank you for getting back to me. If you used the phone number in the past with another account, this explains why you're getting the error that you're number is in use, thus, you'll have to use another phone number to link to your own account.
I understand that this is not the ideal resolution you were hoping for, however, we do have system limitations we’re not able to override as well as policies and department procedures that we must adhere to."

Is there anyway this could be fixed or escalated? I would love to use the platform. 

Thanks, 
Leonardo

[#4 · Accepted solution]

Hi Leonardo,

If you need help verifying your phone number, 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. Select Get Support at the bottom of the Help Center page
2. Type a question or topic and select "Send." The bot will find relevant Help articles for you.
3. If we don't find the information you need after a few tries, you’ll see an option under the article selections to "Contact Support"
4. Select "Contact Support" and follow the options provided

Update:

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!

[#5]

Thank you, will check it out! 

[#6]

Hi! 

I'm having the same issue as well. I do not see a "get support" option at the bottom of the help center page. Is there some other way I can get help?

Thank you

[#7]

Hi Bethany,

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 reach out and assist you further with verifying your phone number. You may access your ticket on this page.

[#8]

I am having the same issue. I have verified my phone number but when reviewing the account prior to proceeding I get a message that says to enter a valid phone number. This is after I have verified my using 2FA and completed the verification process. I am unable to complete my profile due to this issue. 

[#9]

Hi Matt,

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

[#10]

Hi, same issue here where number is verified already but I've not used it yet. 

[#11]

Hi Angel,

I am sorry to hear about the trouble while adding your phone number. 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.

Thank you,

Pradeep

[#12]

Hi Arjay, I'm having the same issue and am finding it impossible to get help. I've read the instructions on how to start a ticket but that doesn't work either. Can you help please? Thank you! 

[#13]

I am having a similar problem, but i have my number attached to my account but when i apply for a job it says i still need one, when i put my number in it says that it is used by someone else, it is very confusing and i would be happy to receive help on it.

[#14]

Hi Jonathyn,

Thank you for reaching out and reporting this. However, I can see that you were able to submit proposals to several potential clients. Let us know if you're still experiencing this issue and share a screenshot of what you can see from your end and we'll look further into that for you.

Additionally, as a freelancer your profile picture has to accurately represent who you are, it obviously shouldn't be a photo of a place, a design or object, or someone or something else (also, misrepresenting who you are, goes against our Terms of Service.) You may check this help article for more details.

[#15]

I don't see a "contact support" button. It just points me to Upwork academy. 

[#16]

Hi Alison,

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

[#17]

I also cannot verify my phone number, but going to the help center page has no option to contact, email, or call someone that I can find. I might not be looking in the right place, but I genuinely cannot figure out how to contact the support team or make a ticket, I keep getting redirected to useless links.

[#18]

Hi Robert,

I'm sorry you're having trouble verifying your phone number and contacting our support team. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[#19]

Thank you, I look forward to hearing from you.

[#20]

Hi Upworks,

I am having this same issue and can not get ahold of support via the chat bot.  All it does it redirect me to the Academy and this community forum no matter how many times I prompt it.  I can not complete setting up my profile until I can get this resolved.

- McKinley

[#21]

I am also having this same issue and can't seem to find the "Contact Support" area you are describing. Can someone please help me? Thanks!

[#22]

Hi Amy,

I'm sorry you're also having trouble with this and contacting support. I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[#23]

This is not helpful. The support bot is useless. I cannot complete my profile because "This number is being used by another account" - I had an old account many years ago, but everything has changed except my phone number. I have no way of accessing that account and I cannot get in touch with anyone to solve this

[#24]

Hi Raven,

I'm sorry you're having trouble contacting support about this. I've escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[#25]

I have tried this and the support is not recognizing anything that I am saying. My phone number is saying it is already in use so I cannot verify. 

[#26]

Hi Julie,

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