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Posted

@Kesha

Posting here because it's the only account I can access. I'm travelling aboard, and Fiverr demanded a password reset. The only option I got was SMS verification, but I'm not receiving the SMS's.  I informed my SM and support beforehand I would be travelling, and they assured me it was no problem. I can't even contact support now because I can't access my account.

I have messages to reply to, and they will be marked as late replies if I don't get acesss to my account immediately. Please help me solve this.

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13 answers to this question

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Posted
36 minutes ago, visualstudios said:

I can't even contact support now because I can't access my account

Can't you use the support@fiverr.com email address to contact them?

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Posted

This is completely absurd. I had a layover in Istanbul, and my password was reset. I got the SMS, I contacted support and my SM, everything was ok. When I got to my destination (Bali), everything was working. One day later, get the e-mail again, the SMS verification doesn't work (I got no messages), and now I can't log in.

I don't need Fiverr to police my use, or to secure my account. I can do that myself. Stop stressing out and harming good sellers because of scammers.

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Posted
15 minutes ago, visualstudios said:

This is completely absurd. I had a layover in Istanbul, and my password was reset. I got the SMS, I contacted support and my SM, everything was ok. When I got to my destination (Bali), everything was working. One day later, get the e-mail again, the SMS verification doesn't work (I got no messages), and now I can't log in.

I don't need Fiverr to police my use, or to secure my account. I can do that myself. Stop stressing out and harming good sellers because of scammers.

This might not work but! when I went to Bali a few months back I had a lot of issues with my phone card. My online sim wasn't working but it still replaced my default (Swedish) one. I ended up having to tinker with the settings until I was able to at least have some sort of internet. 

Maybe you could snoop around in the settings to see if that could have something to do with it?

(If no one's changed your number and you weren't hacked / etc. that is!)

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Posted (edited)

I just got two new messages from new clients - I still get the e-mail notifications for contacts, but I can't reply to them. Please @Kesha, this can wreck havoc on my account through no fault of my own. I can prove my identity, my number just isn't getting messages.

Edited by visualstudios
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Posted
1 minute ago, visualstudios said:

I just got two new messages from new clients - I still get the e-mail notifications for contacts, but I can't reply to them. Please @Kesha, this can wreck havoc on my account through no fault of my own. I can prove my identity, my number just isn't getting messages.

I’m really sorry to hear that you’re facing this issue. I’m in touch with our customer service team to explore how we can best resolve it for you. 

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Posted
Just now, Kesha said:

I’m really sorry to hear that you’re facing this issue. I’m in touch with our customer service team to explore how we can best resolve it for you. 

Thank you! I'm really worried because of the 24 hour deadline on replying to new messages. Luckily I have no orders open at the moment, so I have no issues with delays, but I really can't have a bunch of late replies, I have no idea how that will impact my success score, account, etc. I only have a couple hours to solve this before it becomes an issue.

I can reset the password via e-mail, it's just the phone number that isn't working.

Please update me asap!

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Posted

I thought Fiverr had an advertisement about being a Nomad as a Freelancer, strange that you are facing a problem with your account!

Does this mean if someone travel they will have problem with their accounts?

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Posted (edited)
1 minute ago, mateusbl said:

Does this mean if someone travel they will have problem with their accounts?

Fiverr apparently forces you to change your password, even if you don't request it. It makes no sense. I'm travelling with 4 devices logged in - they should be able to see the mac adress and see that the devices are mine. It's not some random login in in Indonesia, it's MY DEVICES, that have been connected to my account for years. This is stressing me a lot, and they shouldn't have done this.

Edited by visualstudios
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Posted
1 hour ago, visualstudios said:

Thank you! I'm really worried because of the 24 hour deadline on replying to new messages. Luckily I have no orders open at the moment, so I have no issues with delays, but I really can't have a bunch of late replies, I have no idea how that will impact my success score, account, etc. I only have a couple hours to solve this before it becomes an issue.

I can reset the password via e-mail, it's just the phone number that isn't working.

Please update me asap!

Please check your email, as CS just sent you a message regarding the next steps to help you retrieve your account. 

I hope it helps, and let me know if you have any other issues. 

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Posted

 

5 hours ago, visualstudios said:

Fiverr apparently forces you to change your password, even if you don't request it. It makes no sense. I'm travelling with 4 devices logged in - they should be able to see the mac adress and see that the devices are mine. It's not some random login in in Indonesia, it's MY DEVICES, that have been connected to my account for years. This is stressing me a lot, and they shouldn't have done this.

This exact situation keeps happening to me and it's driving me up the wall!!! Sending you all the best!!

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Posted (edited)

@Kesha Thank you so much for your help! I was able to get in touch with support, and by removing my phone number from the account I was able to get access back. Everything working normally now, and I was able to reply to all messages before the 24 hours!

 

PSA for anyone thinking about traveling - ensure your Fiverr phone number has roaming, or just remove it before traveling if you're not sure, so you can verify using e-mail. Fiverr will force you to change your password when you reach certain countries, with no prior warning, and if your phone number can't receive messages in that country, you'll be locked out of your account.

Edited by visualstudios
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