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39ab05c2
Member

Milestones not working

I tried to process a few new milestones and it keeps saying that it failed and to contact customer support but you don't have customer support so........

 

Is there anyone that can help me with this?

2 REPLIES 2
39ab05c2
Member

Do you guys not process payments with paypal credit anymore?

tinker_bell3
Moderator
Moderator

Hi James,

 

I checked your account and see that the transaction was declined by PayPal. The specific decline reason provided by PayPal is “10417 Transaction cannot complete.” As part of the decline, PayPal has advised us to “Instruct the customer to retry the transaction using an alternative payment method from the customer’s PayPal wallet.”

 

To check which payment source failed on your PayPal account, follow these steps:

-Log into your PayPal account and go to "Settings."

-Go to the "Payments" tab and click on "Manage automatic payments."

-Click on the billing agreement associated with "Upwork Escrow Inc."

-Scroll to the bottom of the page and check what funding source is your backup.

-Update the backup source to a valid payment method and re-attempt the payment.

 

If the transaction fails again, the next step is to contact PayPal directly. Specifically, you will want to speak to a PayPal Tier 2 agent and ask why your transaction to Upwork was declined.

 

Thank you.

~ Joanne
Upwork
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