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Jay's avatar
Jay P Community Member

Unable to reset security question or reset password

I am pre-logged into UpWork thanks to my Chrome browser, but when I try to edit my profile I am required to login again, yet my autofil password does not work, so I have been attempting to change my password but keep hitting a brick wall. The answer I keep trying to provide to my security question (Make and model of my first car) is either incorrect or I'm spelling it differently -- very hard to tell since Upwork does not allow you to see the password you're entering, only a series of black dots. When I try to change my security question, I'm given a LONG form to fill out included information that is not readily available -- such as month and year I signed up for UpWork (that was at least two years ago), and the dollar amount of my last transaction on Upwork (how can I find that if I cannot sign in? Or if I haven't had a transaction in a long time?). Finally, to change my security question requires me to enter my current password -- WHICH I HAVE FORGOTTEN, hence the reason I'm trying to use my security question. Please please please help me to reset my password so that I can once again use my Upwork account! 

3 REPLIES 3
Arjay's avatar
Arjay M Retired Team Member

Hi Jay,

 

I'm sorry to learn that you're having difficulties logging in to your account. I can see that you've already reached out to our team and raised a support ticket about your concern. Please don't hesitate to update your support ticket by responding to the email sent by the team linked to your case here if you have questions or need further assistance. They will surely assist you accordingly.

 

~ Arjay
Upwork
Pavel's avatar
Pavel G Community Member

Hi Arjay, I can't change my security question, I'm trying to set up a new security question, put an old one and it goes "Your answer to your existing Security Question was incorrect. Please contact customer support" I didn't change the security question yet,  I exceeded the number of tries, but didn't change it, could you please assist? Thanks

Pradeep's avatar
Pradeep H Retired Team Member

Hi Pavel,

 

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