If you're having trouble accessing your account, this article walks you through the most common reasons and how to resolve them. Each section covers a specific scenario, so you can find the one that matches your situation and follow the steps to get back in.
Before you begin
This article applies to all Fiverr users. If you need to complete phone verification as part of any of the steps below, use a desktop browser. Phone verification is not available on the Fiverr mobile app.
Forgot your password or not receiving the reset email
If you forgot your password, you can reset it from the login page.
- Go to Fiverr.com and click Sign in.
- Select Continue with username/email.
- Click Forgot password?
- Enter your email address and click Reset password.
- Check your inbox for the reset email and follow the link.
If you're not receiving the reset email or the link isn't working, try the following:
- Clear your browser's cache and cookies.
- Check that the email address you entered is correct and has no typos.
- Check all folders in your inbox, including spam and junk.
- If your email is on a private domain, confirm that no additional filters are blocking messages from Fiverr.
- Temporarily disable password-saving add-ons like LastPass.
- If you've been locked out after too many incorrect attempts, wait 24 hours before trying again.
- If you don't have access to your registered email address, contact our Customer Support team.
For more information on managing your password, security question, and two-factor authentication, see Password, security question, and two-factor authentication.
Not receiving your email verification code
If you're not receiving a verification code sent to your email, try the following:
- Check your spam and junk folders.
- If your email is on a private domain, confirm that no additional filters are blocking messages from Fiverr.
- Verification codes expire after 10 minutes. If your code expired, request a new one and enter it right away.
- Only the most recent code is valid. If you requested multiple codes, use the latest one.
- If the issue persists after trying these steps, contact our Customer Support team.
Not receiving your SMS verification code
If your account is phone-verified and you're not receiving the SMS code, try the following:
- Make sure your phone has a signal and can receive international messages.
- Only the most recent code is valid. If you requested multiple codes, use the latest one.
- Verification codes expire after 10 minutes. If your code expired, request a new one and enter it right away.
- Some carriers and regions have limitations on receiving SMS from international senders. Check with your provider if restrictions apply.
- If the issue persists, contact our Customer Support team to verify ownership of your account and update your number.
Automatically logged out due to suspicious activity
If we detect suspicious activity on your account, we automatically log you out of all devices and require you to reset your password before you can log back in. This is a security measure to protect your account.
To regain access:
- Go to Fiverr.com and click Sign in.
- Click Forgot password? and follow the reset steps.
Once you're back in, we strongly recommend you:
- Enable two-factor authentication (2FA).
- Review your connected devices and remove any you don't recognize.
- Run an antivirus scan on your device.
Can't reset your password or forgot your email or username
If you're unable to reset your password because you've lost access to your registered email, or you've forgotten your email or username, our Customer Support team can help after verifying that you own the account.
To help us verify your ownership, have the following ready:
As a freelancer:
- The answer to your security question.
- Your full registered phone number.
- Your Payoneer ID or PayPal email address used for withdrawals.
As a client:
- The first six and last four digits of your credit card, along with the expiration date.
Once we verify your ownership, we can update your email, reset your phone number, or reset your security question. Note that we can only update one security detail per 24 hours. After your email is updated, you can reset your password from the login page.
Security question is blocking you
Your security question is required to change your phone number or update your security question itself. If the system isn't accepting your answer, check the following before contacting us:
- The answer field is case-sensitive. Make sure you're using the correct upper and lower case letters.
- Do not add spaces before or after your answer.
Security question answers are limited to 20 characters; the system won't accept longer answers even if correct. If your answer isn't working or you've forgotten it, contact our Customer Support team. After we verify your ownership, we can reset your security question so you can set a new one.
For setup instructions, see Password, security question, and two-factor authentication.
Lost access to your registered email or phone number
If you no longer have access to the email address or phone number on your account, contact our Customer Support team. After we verify your ownership, we can update your email address or reset your phone number.
To help us verify your ownership, provide the following:
- Your Fiverr username.
- The registered email address or phone number on the account, even if you no longer have access to it.
- The new email address you'd like to use.
As a freelancer, also provide:
- Your Payoneer ID or PayPal email address used for withdrawals.
As a client, also provide:
- The first six and last four digits of the last card used on the account, along with the expiration date.
Once we confirm your ownership, we update your email address so you can regain access.
If you can contact us from your registered email address, that's the fastest way to verify ownership.
Restoring a closed account
If you previously closed your account and want to restore it, contact our Customer Support team.
- Contact us using the email address registered on the account. If you can't, provide your username and email address.
- Our Customer Support team will review your request and confirm whether reactivation is possible.
- Once reactivated, log in using your existing credentials. If you don't remember your password, reset it from the login page.
- After logging in, make sure your email address, phone number, and security question are up to date.
If your account was closed for more than a year, it may have been automatically deleted and cannot be restored. For more information, see How to deactivate or permanently delete your account.
Account disabled or restricted
If your account has been disabled or restricted, the steps below can help you resolve it. Common reasons include violations of our Terms of Service or Community Standards, payment disputes, pending ID verification, or missing financial documents such as tax forms or DAC7.
To resolve your restriction:
- Review our Terms of Service and Community Standards to understand what may have triggered it.
- Complete any pending ID verification or submit any required financial documents.
- Contact our Customer Support team from your registered email address at support@fiverr.com for further assistance.
A few things to know while your account is restricted:
- Your balance stays in your account. You can withdraw your funds after 90 days.
- Creating a new account after yours has been disabled is not allowed.
- You have the right to appeal by contacting our support team, as stated in our Terms of Service.
For help completing ID verification, see Verify your identity or Verifying your identity as a new freelancer.
FAQs
- Yes. After we verify your ownership, we can temporarily disable 2FA or clear the old phone number so you can add a new one. Contact our Customer Support team to start this process.
- We automatically log you out if our system detects suspicious activity on your account. This protects your account from unauthorized access. You'll need to reset your password to log back in. If you didn't trigger this yourself, we recommend running an antivirus scan and enabling 2FA after regaining access.
- This can happen if a new verification requirement was added after your previous one completed, or if the restriction is related to a policy issue rather than verification. Sign out and back in, then check your account settings. If you're still restricted, contact our Customer Support team with a screenshot of what you see so we can review and reset the flow if needed.