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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
Joanne's avatar
Joanne P Retired Team Member

Hi Zamar,

 

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

~ Joanne
Upwork
Md Iftekhar's avatar
Md Iftekhar A Community Member

just post a question on the upwork community and then they will contact you
personally and in my case they disabled phone verification.
Bryan's avatar
Bryan A Community Member

Hello,

 

During the last few months I've been having issues with my phone line, I tried to solve it with my phone company but I ended up losing my phone line and was given a new phone number.

 

Today, when I wanted to change the phone number, I logged into my account, went to "settings", and was asked to verify my identity through a text message. It does not let me enter the settings using my password or another form of ID verification (like my email), and since I have no access to my old phone number, I cannot change it from my account information because it keeps asking for a code sent through sms.

It is the same when I try to get paid, it only asks for a code sent to my old phone number and doesn't give me access using my password.

 

Please, indicate me what I can do to recover the access to my account or if you have to do something additional so I can introduce the new number and get paid.

 

Thanks

Andrea's avatar
Andrea G Community Manager

Hi Bryan,

 

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

 

Thanks!

~Andrea
Muntaha's avatar
Muntaha M Community Member

I had set up two-step verification. But I have lost the phone and I am not being able to collect my sim. Is there any way to change the number so that I can have access to my settings area? 

Aleksandar's avatar
Aleksandar D Community Manager

Hi Muntaha,

 

One of our team members will reach out to you directly via email to assist you further.

Thank you.

~ Aleksandar
Upwork
Marvin's avatar
Marvin B Community Member

Hi and Good day!

I already submitted a ticket #30469959. Asking for assistance in updating my mobile number. Thanks.


Bojan's avatar
Bojan S Community Manager

Hi Marvin,

 

I'll go ahead and follow up with the team handling your case and you can expect to receive an update on your ticket directly.

 

Thank you for your patience.

~ Bojan
Upwork
Victoria's avatar
Victoria J Community Member

Hello,

I need someone who can help me. I changed my phone line and now I have another number. I wanted to change it in the settings, but I couldn't, because every time I click on my profile settings, a page appears where I have to put the code sent to the number that is now disabled. How can I solve this situation?

Bojan's avatar
Bojan S Community Manager

Thank you for reaching out to us, Victoria.

 

One of our team members will reach out to you directly via a support ticket to assist you with your request. 

~ Bojan
Upwork
Akhilesh's avatar
Akhilesh S Community Member

when i try to click on setting it ask for otp but i lost my old number. please help

Andrea's avatar
Andrea G Community Manager

Hi Akhilesh,

 

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

 

Thanks!

~Andrea
Noemi's avatar
Noemi L Community Member

Hello! Please help me change my old phone number to a new one, It was deactivated, so I can't get the verification code for the number, for this reason, I cannot go to profile settings or buy connects. please help.

 
Bojan's avatar
Bojan S Community Manager

Hi Noemi,

 

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

 

Thank you for reaching out to us. 

~ Bojan
Upwork
Bilge's avatar
Bilge D Community Member

I lost connection to the authenticator app. So I can't edit my profile. What can I do?

Antony's avatar
Antony V Community Member

Hi Bilge D !!!!

 

As you have lost the connection to the Authenticator app, you will not be able to edit your profile. There is no other way than using the authenticator app. But Authenticator is Only used if you need to set up a Billing method or need to edit a Billing method of yours. The other details can be added to your profile by : Settings> My Profile.

Please don't hesitate to ask any doubts.

Thanking You,

Antony

Nikola's avatar
Nikola S Retiring Moderator

Hi Bilge,

 

I shared your report with our team and one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page.

 

~ Nikola
Alex's avatar
Alex A Community Member

Hello,

 

I have an account on Upwork assoiciated with a lost phone number. I cannot login to that account because it requires me to enter an SMS code sent to that number. How can I restore access to that account?

 

I had to create a new account on Upwork to be able to login and leave this message because otherwise I couldn't even ask for help. This is completely stupid to be honest, and this is againts the rules to have multiple accounts, but that's how Upwork works.

Nikola's avatar
Nikola S Retiring Moderator

Hi Alex,

 

Could you please click on my name and send me a PM with more information about the account you are referring to? I will be sure to look into your report and escalate it accordingly.

 

Please know that you can contact us directly on any social media you prefer and we will be happy to help you. 

 

~ Nikola
Luciana's avatar
Luciana C Community Member

Good day! 

I do not have accesss to my phone number I used to login to my account (2 factor authentification code is sent there). I now have a new number which I'd like to connect to my Upwork profile as the 2-factor auth method so I can log in. Could you help me with this?

Thank you in advance! 

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Luciana,

 

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
Zohra's avatar
Zohra P Community Member

Hi there,

 

I need help in changing my previous phone number on my Upwork account. When I go to setting, it asks for a verification code sent on the previous phone number that is no more in use. 

Thanks

Aleksandar's avatar
Aleksandar D Community Manager

Hi Zohra,

 

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

Thank you.

~ Aleksandar
Upwork
Soaib's avatar
Soaib A Community Member

I lost my phone. My authorization app verification is on. How do I get off authorization app verification.
Joanne's avatar
Joanne P Retired Team Member

Hi Soaib,

 

I can see that you have already submitted a support ticket to our team. One of our team members will reach out and assist you directly on your open ticket. 

~ Joanne
Upwork