Accessing my account

Can’t access your account?

If you're having trouble accessing your account and don't know why, it could be due to one of the following reasons. This article outlines potential scenarios and offers troubleshooting guidance.

• If you forget your password, initiate a reset via the login page by clicking “Forgot password?.” If you are not receiving the password reset email, verify your email, clear reset emails, clear browser cache/cookies, and disable password-saving add-ons.
  
  Learn more with Password, security question, and two-factor authentication.
• If you're not receiving verification codes, check your spam/junk folders. If you have a private domain, confirm that it doesn't have additional filters that might be preventing the email from coming through.
  
  If your account is phone verified, try to send the code as a text to your phone instead.
• If the system detects any suspicious activity, your account will be logged out automatically to ensure the security of your account. You will be requested to update your password to be able to log back into your account.
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  • Ensure you have updated your email address and phone number to receive emails and codes.
  • Although it is not mandatory, we strongly recommend adding a security question.
  • Enable multi-factor authentication to increase security.
• If you're having trouble accessing your account because you can't reset your password or have forgotten your email or username, our Customer Support team can help. To assist you, they will need you to provide some identifying information and take steps to ensure your account is secure.
  • Verify identity: Provide the answer to your security question and a full number of your registered phone number.
    • If you are a freelancer, please provide your Payoneer ID or PayPal email address for withdrawals (whichever is applicable).
      • If you are a client, please provide the first six and last four digits, along with the expiration date of your credit card.
  • Update contact info: Once your account is verified, Customer Support can help by changing your email, resetting your phone number, or your security question.
  • Reset password: Once your email is updated, you can use the reset link sent to your updated email.
  • Secure account: Run antivirus scans and enable two-factor authentication to increase your account’s security.
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  1. Verify closure: Ensure the account was closed and not permanently deleted, as these cannot be restored. 
     Note: If your account was closed for over a year, it might have been automatically deleted. See more information about this here.
  2. Contact support: Request reactivation, contacting them through the email address registered on the account. If you are unable to do so, provide your username and email. 
  3. Await confirmation: Customer Support will review and confirm reactivation.
  4. Log in: Use existing credentials. You can reset your password through the login page if you don’t remember it.
  5. Update info: Ensure your account details such as your email, phone, security question are updated.

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  • Common causes: Account deactivation may occur due to violations of Fiverr’s Terms of Service, such as sending unsolicited offers, engaging in illegal activities, or managing multiple accounts. Other reasons include payment disputes, repeated warnings, or incomplete steps like ID verification or submitting required financial documents.
    Learn more about How we enforce policies.
  • Resolution steps:
    • Review Fiverr’s Terms of Service and Community Standards.
    • Complete ID verification and complete any mandatory submission of financial documents (tax regulations/DAC7, W9, etc.).
    • Acknowledge and learn from warnings.
    • Contact Customer Support for further assistance.
  • Please note:
    • Funds may be withdrawn after 90 days.
    • Creating new accounts after your account was disabled is prohibited.
    • Users who have been disabled must contact us from their registered email address by sending an email to support@fiverr.com.

  You have the right to appeal by reaching out to support, as stated in our Terms of Service.

• Security Question

  For added security, Fiverr uses a security question for account verification. You may be prompted to answer this question if you need help recovering your account or verifying your identity.

  To set or update your security question:

  • Go to Account settings
  • Go to Account security
  • Select Security Question and follow the prompts to choose your question and answer.

  Two-Factor Authentication (2FA)

  Fiverr offers Two-Factor Authentication (2FA) to enhance the security of your account. When enabled, you will receive a code via SMS each time you log in from a new device or location.

  To enable or disable 2FA:

  • Go to Settings Security Two-Factor Authentication
  • Follow the prompts to set up your phone number and authentication preferences.
• If you no longer have access to your registered email or phone number, please follow these steps to recover your account:
  1. Contact Fiverr Support at the Fiverr Help Center.
  2. Provide the following information:
     • Your Fiverr username or full name
     • Details of any payment methods you have used (PayPal, Payoneer, or credit card)
     • Approximate date of last account access
  3. Fiverr support may ask additional questions or request security verification to help you regain access to your account.

By following the above steps, you should be able to resolve most account access issues on Fiverr. If problems persist, consider reaching out to Fiverr's Customer Support team for further assistance.