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Ross's avatar
Ross P Community Member

Phone Number is already in use

I am having a similar issue. I am setting up a personal freelancer account and I need a phone number to proceed with the final step but my phone number is also being used for a client account which I need. Could someone advise please.

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Andrea's avatar
Andrea G Community Manager

Hi all,

 

If you need help verifying your phone number, it would be best if you reach our support team directly so they can assist you within a private and secure channel of communication. Please let us know on this thread if you need assistance with this issue and we'll be happy to help.

 

 

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!
~Andrea

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1,489 REPLIES 1,489
Pradeep's avatar
Pradeep H Retired Team Member

Hi Bettina,

 

I am sorry to hear about the trouble contacting our support 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 

Kaylynne's avatar
Kaylynne A Community Member

I am trying to verify my phone number to apply to jobs but it says my number is being used by another account. I am not sure which account 

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Kaylynne,

 

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

 

~ Luiggi
Emine's avatar
Emine O Community Member

I am having issue adding my phone number becuase its already being used. I can not find my old account too!  I need help 😞

Joanne's avatar
Joanne P Retired Team Member

Hi Emine,

 

 I have requested the assistance of our team. One of our agents will reach out and assist you directly via a support ticket.https://support.upwork.com/hc/en-us/requests/45899905

~ Joanne
Upwork
Morgan's avatar
Morgan R Community Member

I am trying to create a freelancer account and it won't let me apply to anything until my phone number has been verified, but it's saying my number is in use by another account. I have no idea what account this would be or how to login to it. I tried reaching out to support but received no response.

Hollie's avatar
Hollie B Community Member

I'm having the same issue. I did the chat thing and it was just a bot that answered so it didn't help me. 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Hollie and Morgan,

 

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 

Adrian's avatar
Adrian B Community Member

Hi Preston,

I tried posting a job to create a logo for our podcast. when it prompts me to add my phone number, it tells me someone else is actually using my phone number. 

Dont know who to contact about this.

 

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Adrian,

 

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

~ Luiggi
Andrew's avatar
Andrew S Community Member

I am having this same exact issue where I can't verify my phone number. I looked everywhere for a way to contact customer support but could only get the chat bot support which takes me back here. Could someone help me? 

There's nothing that allows me to submit a ticket.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Andrew,

 

Thank you for reaching out to us. Your report has been forwarded to our team and you will receive a support ticket from one of our agents who will help you with your issue. You can access your support tickets here.

 

- Pradeep 

Colton's avatar
Colton S Community Member

Hi, I created an account years ago just checking things out. I'm trying to start putting bids now, however it asks me to verify my phone number but then says that number is already in use and I can't get past that screen? I can't seem to figure out how to get a hold of an actual human either at upwork.

Solutions I've tried
Reloaded page
Tried to bid on another project
Delete account - says the account is deleted but the phone number is STILL in use already.
Hours and hours of trying to find a way to contact customer support

I really want to get this resolved sooner than later. Thanks

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Colton,

 

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

~ Luiggi
Colton's avatar
Colton S Community Member

Great, thanks Luiggi. I appreciate it!

Edgar's avatar
Edgar L Community Member

Can I get help with a similar issue 

thank you

Pradeep's avatar
Pradeep H Retired Team Member

Hi Edgar,

 

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 

Delli's avatar
Delli B Community Member

I have created a wrong type of account and deleted it but somehoe my phone number is tied to it. After which, when I create a client account to hire a freelancer, I'm unable to post the job. the error is - This number is being used by another account. How do I fix this?

Pradeep's avatar
Pradeep H Retired Team Member

Hi Delli,

 

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 

Jim's avatar
Jim D Community Member

This has been an extremely frustrating support experience. 

 

My phone number is connected to my old work email address. I can't verify my account with my new work address because my number is associated to that account. 

 

I have tried the chatbot but it puts me into a loop of sharing details on the issue, linking to an article which offers nothing more than "create a support ticket," but all of the instructions to create a support ticket lead back to the support page and chatbot. 

 

There appears to be no support phone number and the account verifcation emails do not have any email support options.

 

How do I create a support ticket to get out of this mess and start posting some requests?

Evgenii's avatar
Evgenii V Community Member

I have a similar situation. I just managed to create a request on Thursday, but now it is being ignored. All the upwork support is simply silent and ignores, and the chat bot also answers the same thing in a circle.

The most interesting thing is that everything was working on Thursday. I could quickly and easily contact the robot and ask to connect me with a person and he did it without any problems, and then I calmly tried to solve the problem, and they promptly answered me in the task that I opened. Now everything is silent and work repeats the same thing

Andrea's avatar
Andrea G Community Manager

Hi Jim,

 

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.

 

~Andrea
Evgenii's avatar
Evgenii V Community Member

Tell me why the robot stopped switching to people? And why am I being ignored?

Jim's avatar
Jim D Community Member

I agree. Maybe they aren't aware that the chatbot doesn't give the option for a support ticket or to speak with someone? Very frustrating to get stuck in a look and have everything on the support site say to go back to the chatbot. 

Evgenii's avatar
Evgenii V Community Member

I think they know. The chat bot was working on Thursday. I think they have a caste system of profiles, they allow some to communicate with people, they forbid others to do so. On Thursday I changed the country and apparently the profile filter broke and I was able, as a privileged person, to contact the support service. Now they have returned those filters to my profile and I can no longer do anything normally. I also noticed during that period that the contracts were 5-7 times higher in price. Now prices are extremely low. This is a terrible exchange with a terrible caste system