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Ian's avatar
Ian C Community Member

not receiving security code on my phone

Hi

 

not receiving security code on my phone ??

I have been trying for ages. it now says I have exceeded max number of attempts to activate notifications by trying to add my phone number

 

ACCEPTED SOLUTION
Arjay's avatar
Arjay M Retired Team Member

Hi Eric, 

 

If you need help verifying your phone number because you're not receiving the code, 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. 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 here.

 

~ Arjay
Upwork

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513 REPLIES 513
Bjarte's avatar
Bjarte S Community Member

I had two factor authentication on, have changed phone number and cannot access my account. Where can I ago to fix this?
Aleksandar's avatar
Aleksandar D Community Manager

Hi Bjarte,

 

Are you referring to another account? If so, could you please send me a private message with the Upwork username or registered email address so that I can check and assist you further?

Thank you.

~ Aleksandar
Upwork
Celina Georgette's avatar
Celina Georgette P Community Member

Hi i have the same problem. I have switched phone numbers having lost my last one and now have no access to any of my settings. Can this authentication be removed and replaced with a new number?
Andrea's avatar
Andrea G Community Manager

Hi Celina Georgette,

 

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

 

Thanks!

~Andrea
Orlen Paul Harvey's avatar
Orlen Paul Harvey T Community Member

I did a factory reset on my phone and suddenly I don't have any access on my Upwork Qr code/ 6 digits code for my authenticator app.

Please help me I can't proceed to settings and get paid because of Authenticator App.
Aleksandar's avatar
Aleksandar D Community Manager

Hi Orlen Paul,

 

I already followed up with the team handling your case and you can expect an update on the ticket you created very soon.

 

Thank you.

~ Aleksandar
Upwork
Mary Joan Therese's avatar
Mary Joan Therese B Community Member

No access to my Authenticator app my IPad was stolen and I forgot my Qr code.

Can you please help me? 

Goran's avatar
Goran V Retired Team Member

Hi Mary,

 

One of our team members will reach out to you via ticket as soon as possible and assist you further with your code. Thank you.

 

~ Goran
Upwork
Nuramanina's avatar
Nuramanina M Community Member

I forgot my Qr code and 6 digits code for my Upwork account.

Joanne's avatar
Joanne P Moderator

Hi Nuramanina,

 

I've shared your concern with the team, and one of our team members will reach out to you directly via a support ticket to assist you further. 

~ Joanne
Upwork
Martin Allen's avatar
Martin Allen C Community Member

Hi, I have the same issue. I uninstalled my authenticator app on my phone and can't scan the QR code or get the 6 digits code.

Avery's avatar
Avery O Community Manager

Hi Martin, 

I'm sorry if this has caused any inconvenience on your end. I can see that you have already accessed your account. Do you still need help? 


~ Avery
Martin Allen's avatar
Martin Allen C Community Member

Hi Avery, yes I still need assistance in disabling the authenticator since I always get the "Authorize your device" page and don't have access to the authenticator app. I appreciate it if someone from the technical team can contact me through my email. Thank you! Screen Shot 2021-01-04 at 3.03.10 PM.png

Aleksandar's avatar
Aleksandar D Community Manager

Hi Martin,

 

Thanks for following up. One of our team members will reach out to you directly via a support ticket to assist you further.

Thank you.

~ Aleksandar
Upwork
Marjana's avatar
Marjana S Community Member

There is the message from my friend **Edited for Community Guidelines**. She can't access her account. I'll pass on your answer to her. Thank you.

Dear Aleksandar,
I have similar problem. Default verification step for my account was authenticator app, and I have changed my cell phone so now the app is not synced with my Upwork account and I cannot enter to my account on my desktop computer. I have just one option to enter code. How this can be solved since I cannot enter to account and find help in community center?
Thank you in advance,
**Edited for Community Guidelines**

Andrea's avatar
Andrea G Community Manager

Hi Marjana,

 

Please know that we are not able to discuss details of another user's account with you because of privacy reasons. Please let your friend know, she can reach out to us directly via our different support channels and we'll be happy to assist her.

 

Thanks!

~Andrea
Ali Raza's avatar
Ali Raza N Community Member

i changed my phone and forget to scan my authenticator now unable to go to setting.

Luiggi's avatar
Luiggi R Moderator

Hi Ali,

 

I've shared your concern with the team and we'll have one of our agents reach out to you via a support ticket to further assist you.

Thank you.

~ Luiggi
Uloaku's avatar
Uloaku O Community Member

Hello, I also did not receive a verification code.

Luiggi's avatar
Luiggi R Moderator

Hi Uloaku,

 

I'm sorry to hear you didn't receive the verification code. We'll have one of our agents reach out to you via a support ticket to further assist you.

Thank you.

~ Luiggi
Madison's avatar
Madison E Community Member

I'm having the same issue. I tried my phone, my mother's phone, both multiple times. I also changed browsers and cleared my cache. It never sends the code.

Aleksandar's avatar
Aleksandar D Community Manager

Hi Madison,

 

One of our team members will reach out to you directly via a support ticket to assist you further. Please note that a copy of the ticket will arrive in your email as well from where you can continue the correspondence with our team.

 

Thank you.

~ Aleksandar
Upwork
Oleksii's avatar
Oleksii P Community Member

I am not getting the SMS verification code using my phone.
The registered phone number on Upwork is correct.

I've tried to do it for several times, but it doesn't work until now.

What is the issue?
Thanks.

Bojan's avatar
Bojan S Community Manager

Hi Oleksii,

 

We'll have one of our agents reach out to you via a support ticket to assist you with your verification process.

 

Thank you for reaching out to us. 

~ Bojan
Upwork
Harvey's avatar
Harvey J Community Member

I need help with the verification code, I didn't receive a text message verification code by phone and I've been waiting for over 24 hours and requested a new code multiple times. 

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