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Payment issued but Membership still on free with no connects added

Hi I made a payment of $10 on July 4th which was deducted from my bank account. I can also see that $10 was paid towards my account in the Alerts/NOtification section. But, neither is my membership changed nor does the $10 appear on my account. Can you please help?

Community Manager
Community Manager

Hi Maanasi, 

I'll go ahead and check this with the Customer Support Team as I can also see that you have already been charged for the membership upgrade. I'll let you know when I have more information.

UPDATE: Maanasi, this is a known issue, and the team will reach out to you to assist you further. 

~ Avery

Dear Upwork Team,


I have once upgraded my agency member ship from basic to Plus and it successfully but now this is my next month and I have tried to upgarde my member from Basic to Plus and I can't. 

However, upwork has deducted from my credit card thrice and I have a balance of 60 dollars and invoices as well but my plan from Basic to Plus has not been activated.

Please guide me as I am in dire need of upgradation.


Looking forward to hear from you.




Hi Mohammad,


I'm sorry to hear about your experience. One of our team members will reach out to you directly to assist you further regarding your concern!

~ Bojan

Hi Bojan,


Thanks for responding me. Hoping to resolve the issue soon.

Community Member

What can I do and where can I contact support ?

Hi Barbar,


One of our team members will reach out to you directly to assist you further regarding this!  Thank you!

~ Bojan

I have tried to upgrade membership plan. First I failed adding my debit card for payment and when I tried to pay through my friend card they charged twice and still the plan is showing as Freelancer Basic. Help Please!!

Hi Dikshika,


One of our team members will reach out to you with more information regarding this, thank you for your patience!

~ Bojan

Thank you for your prompt reply I really appreciate it.

Hi Joe,


We apologize for the trouble. I see that you already have a ticket for this concern. Someone from the team will update the ticket and assist you directly. Thank you for your patience. 

~ Joanne

Thanks, Joanne.

This is annoying but a fact of life. Try asking "please close contract and provide feedback.I loved my feedback to you will be ..."

Oh, so it happens. Thought I was experiencing a unique problem.

I have purchased Membership plan but still showing basic plan in account and Pyament deduct from my account 

Hi Saiyam,


I've shared your concern with our team, one of our team members will reach out to you directly and assist you further, thank you for your patience!

~ Bojan
Community Member

I have paid $10 for profile/Account upgrade, money got deducted, received invoice too but still my profile/account is showing basic free and is not updated


**Edited for Community Guidelines**

Hi Kanika,

Please post any questions you have on the ticket that you have created. One of our agents will get back to you with more information. Thanks!

~ Jo-An

Community Member


for 2 Days no I have been trying to pay for the upgrade, but unfortunately the support is either non existant or comes up with rubbish only. Having explained my problem in detail, one support chap started lecturing me on how to log in which has nothing at all to do with the problem. Now, the latest, I get a message from Anna,  saying, that my payment on the creit card did not go through and I should pay off my debt. This is unbelievable and insulting. I send her a screenprint of the payment gone through to upwork cal and now. I'm waiting for whatever else they come up with.

The best part is, that in my Upwork account, the payment is shown as received and already deducted for the upgrade I never rceived.

Result  is for 2 days I have not been able to apply for any jobs, been insulted by Anna and I'm pissed  - is there any way to contact management at upworks and file a complaint?

Hi Hermann,


Sorry to hear you've been having issues upgrading your Membership. Unfortunately, we do see the transaction as declined on our end but I'm going to go ahead and escalate your ticket for further investigation. We'll keep you updated via the ticket.


~ Valeria

A payment of $10.00 was applied to **edited for Community Guidelines** financial account.
Payment information

    Date: 09-Jul-2018 UTC
    Previous balance: $0.00
    Amount credited: $10.00
    New balance: $10.00
    Payment method: credit card
    Reference ID: 188523179

Primary billing method charged

Upwork Support

Hi Mohit, 

A member of the Customer Support Team will reach out to you to assist you further. 

~ Avery
Community Member

I paid the plus subscription  of freelancer plus, I received a message that said it "A payment of $10.00 has been applied to your financial account", but I didn't have a change in my account. Could somebody help me?


I have tried again to activate the plus plan but it did the payment but my accounts is the same



Community Manager
Community Manager

Hi Sergio, 

The Customer Support Team will reach out to you to assist you with your issue.

~ Avery

Hello. Avery.


I need to help for my membership issue from you.

I upgrade my membership from basic to plus in the same day with the end of billing cycle - 3/19.

It was 2/18 ~ 3/19.
When I update it, It's updated successfully with 10$ and showed me 73 coneects.
Oh, I bought 5 connects 2 days ago and I wasted 2 connects for one job alreday.
So 70 + 3 connects.

Btw, I signed in upwork.com after 3 hours, then it said membership was basic with 60 connects.
What is the wrong there?
Please help me, so I want plus membership and 71 connects, again


**Edited for Community Guidelines**

Hi Flavio,


Our team will check this from our end and reach out to you via ticket to assist you further, thank you.

~ Goran
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