WURK (ACCOUNT MANAGEMENT) FREQUENTLY ASKED QUESTIONS

 

1. Troubleshoot My Account

(find solutions to common problems)

 

Reset my Wurk password

If you forgot your Wurk account password, you can reset it.

1. Go to our Reset Password page.
2. Enter your Username or your Customer #.
3. Complete the Security challenge, then select Submit. In a few minutes, you'll receive an email with a link to reset your password.

We send the email for a password reset to the email address on file for your account. If you don't receive the email, we might not have your current email address and you need to request access to your account.

More info

• Cancel 2-step verication.
• Find your username or customer number.
• See a list of words and phrases you can’t use in your password.
• Use our tips for creating a strong password 

I forgot my username

(Find your Wurk username if you forgot it but still know your password).

 Required: If you have a Wurk domain name in your account, you'll need to know it to recover your username.

1. Go to the Retrieve Username  page.
2. Enter the Email address associated with your account, then select Continue. Complete the security challenge if it's offered.
3. If you have a Wurk domain name, enter any Domain Name associated with your account (for example, coolexample.com) and then select Filter. We'll send a one-time-use PIN to your email address.
4. Under 6-digit Code, enter the PIN, then select Verify Code. We’ll show you your username.

Related step

• Now that you know your username, sign in to your Wurk account.

More info

• If you lost access to your email address, you might need to request access to your account.
• Reset the password for your account. 

I can't sign in to my Wurk account

(If you're having problems signing in to your Wurk account, try the following steps:)

• Clear your browser’s cache and cookies. Close and relaunch the page.
• Open a private browser session and try signing in again.
• Ensure you're signing in with the correct username and password. For example, you might be trying to use your email credentials to sign in to your account, instead of your Wurk username and password.
• If you can't remember your username, retrieve your username.
• If you can't remember your password or if your account is locked, reset your password.
• Check if there's a problem with 2-step verification  (if you've enabled it).

More info

• If nothing seems to work, don't worry! Request access to your account  and we'll be happy to get you back on track.

 

Troubleshoot: 2-step verification

(If you're using 2-step verification (2SV) and having trouble signing in to your account, review the troubleshooting steps below for solutions to common issues.)

I'm not receiving a verification code

If you’re not receiving 2SV codes on your phone, try the following:

• Make sure your carrier isn't blocking +27.. . (number to be changed)
• Check that your phone software is up to date.
• Disable any apps filtering or interfering with incoming SMS messages.
• Restart your phone and try resending the 2SV code.
• Verify that your device has notifications turned on.
• Turn off Do not disturb.
• Make sure you have a device signal and stable Internet connection.

I don't have the device I set up for 2SV

If you lost your phone or just don’t have it with you, try signing in to your account using a backup 2SV method. If you don't have a backup 2SV method set up, cancel 2-step verification instead  instead.

1. Sign in to your Wurk account.
2. When prompted for your 2SV code, select Having trouble signing in. If you don't see more than one option for 2SV, you don't have a backup method set up in your account.
3. Select a backup method, then select Continue and complete the 2SV verification process.

I changed my phone number and want to add it

Your phone number in your Wurk My Profile  page and 2SV are separate. Any changes to your profile don’t automatically sync with 2SV, which means your phone number needs to be updated in both places. If you changed your phone number but didn’t update it for 2SV, you can sign in to your account using a backup 2SV method.

If you don’t have a backup method, you can't update your phone number for 2SV until you submit a request to cancel 2-step verification.

I got locked out of my account

If you tried to "resend code" too many times, you'll get an error message that says, "To protect your account, we locked this verification method for 24 hours due to too many code requests." Wait 24 hours and try again.

I'm using a phone number based in South Africa and I'm not getting the codes

Our text message provider Twilio might have problems reaching you.

Related step

• If you tried these steps but are still having issues with 2SV, submit a request to cancel 2 step verification

More info

• Find out more about 2 step verification.

What is 2-step verification?

2-step verification (2SV, also known as two-factor authentication) adds security by requiring an extra step when you sign in to your account or try to edit sensitive information like your password. We support these 2SV methods:

2SV method	Security level	How it works
SMS text message	Good	We'll text you a 6-digit code for you to enter.
Authenticator app, like Google Authenticator or Authy, on your phone or other device	Better	You must enter the code shown on your app.
Hardware security key, such as a Yubikey or Google Titan	Best	You must connect your security key to your computer. Add a backup method so Wurk Guides can still verify your identity.

 

 Note: Changes to your profile in your Wurk My Profile  page don’t carry over to 2SV. If you set up text messages for 2SV but change your phone number later on, make sure to update your number for 2SV.

 

Set a backup 2SV method

We highly recommend setting a backup 2SV method. If you lose access to your primary 2SV method before you can remove it from your account, you can still use the backup to access your account. When you enable 2SV, set the backup at the same time.

For best results, set your backup on a different device. For example, if SMS text messages is your primary 2SV method, set an authenticator app as the backup method.

More info

• Enable primary and backup 2SV methods.
• Cancel 2SV at anytime at anytime.
• Here's what to do  if you didn’t receive your 2SV code

 

Regain access to my domain or my Wurk account

 

Submit a request to regain access to your domain or your account if:

• You lost access to the email address listed in your account.
• You are listed as the domain registrant, but do not have access to the account with the domain.

Note:If you have access to the email address associated with your account but can't sign in, try resetting your password.

 Note: If you are requesting a change of contact information on a domain name, the Account Recovery Team is unable to assist. Please contact our 24/7 Customer Care Team for assistance.

1. Go to changeupdate.com
2. Select Email Access, Domain Access, or 2-Step Verification Access.

• Email Access – Please use a working email address, where you can receive and reply to emails, do not use the same email that is already listed on the account to which you no longer have access.
• Domain Access - This process is used to move domain names into your control. Please list all the domains you want access to on the request form. Only the domain name(s) listed on the request form will be moved into another account that you control. No other products will move
• 2-Step Verification Access – This process is used if you have lost access to the phone number, authenticator app or hardware security key that you used to set up 2 Step Verification for your Wurk account.

3. Enter one or more domain names in your account and then select Next.

• If you don't have any domain names, turn off the Identify account by domain(s) toggle. Enter your Customer Number and Login Name to continue.

4. Enter your First Name, Last Name, Email Address and Phone Number, and then select Next.

• If you're requesting access to a domain, enter an email address different from the one associated with your domain.

5. Upload a color image of your government-issued photo identification. If you're not the account holder or domain registrant, upload identification for both the account holder or registrant and yourself. When the upload is done, select Next.

• Make sure the following information is clearly identifiable: Person Pictured, Name, Date of Birth, Issue Date, Expiration Date We need to see all 4 corners of this document including the signature page.

• Wait... why do you need my ID? We require an ID to make sure that you're the account owner, so we can keep your account safe from any takeover attempts. Rest assured that the information you send is protected and isn’t used beyond the need to verify your account ownership. For more information, see our Terms of Service.

6. In the dropdown list, select Yes or No to verify whether a company is listed as the account holder and then select Next.

o   If you select Yes, enter the Company Name and upload a government-issued document for company identification.

 Note: Articles of Incorporation and documents printed from internet websites can not be accepted.

o    

7. (Optional) Select Yes or No to verify whether you also want to cancel 2-step verification for the account and then enter any additional information.
8. Select Next.
9. Next to the agreement(s), select the checkbox and then complete the security challenge.
10. Select Submit. We'll reach out to you directly about your request (in the order it was received).

 Note: This process may be experiencing a large volume of requests. We're working diligently to respond as quickly as possible.

More info

• Reset my Wurk password
• Transfer my domain to another Wurk accou

2. Explore my account

(set up your account and open your products)

Dive in: Browse essential articles

These are the essential articles for managing your Wurk account. Use this list as a guide to learn more about tasks like working with delegates, renewing your products and services or setting up payment methods.

Explore my account

Manage your account and open your products.

• Create a Wurk account.
• Update my Wurk account profile.
• Open my product.

Keep my account secure

Change your account password and enhance security with two-step verification.

• Change my Wurk account password.
• Check my Wurk account activity.
• Enable 2-step verification.
• Change my 2-step verification phone number.

Work with delegates

Invite others to access your account or request access to other accounts.

• What is delegate access?
• Delegate access: Levels of permission
• Invite a delegate to access my Wurk account
• Accept a request to access my account.
• Change a delegate’s access level
• Remove a delegate user from my account
• Request access to another person’s Wurk account.
• Access another person’s account as a delegate.

Renew my products and services

Manually or automatically pay for your subscriptions.

• Turn off auto-renew
• Turn on auto-renew
• Manually renew my products or services.

Manage my billing information

Add, change and update your payment methods and view your receipts.

• Add a payment method to my Wurk account.
• Change my subscription payment method.
• Change my credit card expiration date or billing address.
• Delete a payment method
• View my Wurk receipts

Troubleshoot my account

Find solutions to common problems.

• Change my Wurk account password
• I forgot my username
• I can’t sign in to my Wurk account
• Troubleshoot 2-step verification
• Regain access to my domain or or Wurk account

Contact a Wurk Guide

Find your Support PIN or customer number, then call us for more help.

• Contact Wurk customer support
• What is my customer number?
• Find my Support PIN

Know my privacy rights

Learn how we keep your information private.

• Privacy Centre
• How we use your data
• Your choices about data we collect

Close my account or products

Delete your account and products or request a refund.

• Delete products in my Wurk account
• Request a refund from Wurk
• Close my account

3. Create a Wurk account

 

Here's how to create a new Wurk account without purchasing any products - for example, you've been invited to access an account and you need your own account to accept that invitation.

1. Go to Wurk.co.za.
2. Click Sign In, and then in the New Customer area, click Create My Account.
3. Complete the onscreen fields, and then click Create Account.

Next steps

• Someone invited you to access their account? Here's how to accept that invitation  and use your new delegate access
• Or if you're the person who wants to access another account, here's how to request access from the account owner

More info

• Here's the scoop on delegate access

What is delegate access?

Delegate access lets Wurk customers share access to their accounts with other people, but without having to share passwords or other secure information.

How does delegate access work?

As the account owner, you can invite others to access your account. If they accept your invitation, these delegates can open and use your products as they and you see fit:

• You decide if your delegates have permission to purchase products for your account. If so, delegates don't view and can't change your secure account information, like your payment methods or passwords.
• Products purchased by delegates on your behalf are added to your account.
• You can change permission levels or remove delegate access at any time.
• Delegates must have a Wurk account to accept your invitation. When you invite a delegate to access your account, we'll ask them to create an account if they don't have one.

How is delegate access different for domains?

Account owners can fine-tune domain access for their delegates by managing permissions with folders. Different access levels will allow delegates to take certain actions on specific domains — and the account owner controls all those details with folder permissions

Related steps

• Invite a delegate to access my Wurk account.

More info

• You can also request access to another person’s Wurk account
• Learn more about delegate access levels

 

4.    Sign in to my Wurk account - Wurk Help

Go directly to the sign in page  to sign in to your Wurk account, or follow the steps below.

 

 Note: If you're having issues signing in to your account, troubleshoot common problems.

1. Go to the Wurk home page.
2. In the top right-hand corner, select Sign In (on mobile, select the person icon ).
   
1. If you're already signed in, you'll see your Username instead of Sign In. Select your Username, then select My Products to go to your Wurk account.
3. Under Registered Users, select Sign in.
   
4. Enter your Username or Customer #. You can also sign in with your Amazon, Facebook or Google account.

1. Depending on when you created your account, your username might be your email. If you can’t sign in after trying your username, customer # and email, try retrieving your username .

5. Enter your Password, then select Sign In.
6. If you set up 2SV, you'll be prompted to enter an authentication code or use your security key to complete the sign-in process.

Once you're successfully signed in, you'll see your My Products page.

Related step

• Now that you're signed in, you can open your product.

More info

• Sign in to my Microsoft 365 account
• I forgot my username
• Reset my Wurk password
• Troubleshoot 2-step verification

5.             Manage my billing information

 

(Add, change and update your payment methods and view your receipts)

Add a payment method to my Wurk account

Add a checking account, PayPal account or card (credit, debit or prepaid) to use as payment methods for your Wurk products or services.

 Note: To make sure you're eligible to add a checking account or PayPal, check out our list of payment methods we accept for country we support

Go to your Wurk Payment Methods  page. You might be prompted to sign in.

1. Select Add Payment Method.
2. Next to Billing Information, select Edit.
   
   
3. Update the billing information as needed, then select Save.
4. Next to Card, PayPal or Checking, select the checkbox. (Payment options may vary by region.)
   

5.    Enter the required payment details, then select Save. You'll see your payment method listed.

 Note: When adding PayPal, you’ll be prompted to sign in to your PayPal account. The payment method you select in your PayPal Wallet is what you’ll use for future Wurk purchases and renewals using PayPal. Change your PayPal Wallet payment method from within your PayPal account.

Related steps

• “Oops” message displaying or payment info not saving?

• First, open an incognito window in your browser. In that window, log in to your account and try adding the payment method.
• If the incognito window does not work, try our troubleshooting tips.
• To use your new payment method for your products, change your primary payment method.
• Don’t accidentally let your domain or website expire. Set a backup payment method in case the primary method doesn't wor

More info

• If a payment method is not specified for a product and not used for a year, it'll be removed from your account.
• Find the expiration date and payment method for all of your current products under Renewals & Billing. Select an item, then Add to Cart to see the current price.
• Delete payment methods  you don't want to use