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Sandeep's avatar
Sandeep S Community Member

Facing Issue in Buying Connects

Hi, 

 

I have been trying to buy connects and have tried different payment methods but seems nothing is working.

 

I don't see a way to directly connect with the support team.

 

Please help..!

ACCEPTED SOLUTION
Pradeep's avatar
Pradeep H Retired Team Member

Hi Sandeep,

 

Thank you for your message. I am sorry to hear about the trouble while purchasing Connects. In general, this happens when the transactions you’re attempting on your card keep being declined by the bank. Please contact your card-issuing bank for more information about the specific charge decline.

If you’re still experiencing issues after checking with your bank, a quick way to contact our support team is by clicking the 'Chat with Upwork' button on the Contact Support page.

 

Update:

 

Hi all,

 

This thread has been closed from further replies due to its size. We appreciate your participation in the Community and welcome you to continue the conversation on this new thread.

 

Thank you

Pradeep

View solution in original post

1,090 REPLIES 1,090
Andrea's avatar
Andrea G Community Manager

Hi Ogbonnaya,

Someone from our team will reach out to you via support ticket in order to assist you further.

~Andrea
Jayendra Sinh's avatar
Jayendra Sinh D Community Member

It's been 5 days since I am trying to buy connects, but I cannot buy it. I have a visa card, my tax information is also verified. I tried to buy connects and membership through PayPal but I am getting the below message after I complete all steps.

I am also getting messages from my bank, and OTP for the transaction, even after entering the OTP, I only get the popup shown in the image, and the amount is not deducted from my bank account.

Without connects, I cannot bid and my account is now private. 

I already cleared my cache files and cookies and tried 3 different browsers.
UPWORK.png

Andrea's avatar
Andrea G Community Manager

Hi Jayendra,

Someone from our team will reach out to you via support ticket in order to assist you further.

~Andrea
Jayendra Sinh's avatar
Jayendra Sinh D Community Member

I am unable to buy connects. I checked with my bank and they said every type of transaction is enabled. 

I used VISA and MASTERCARD of 2 different banks, yet I am unable to buy connects.

I also used one virtual VISA card, but it's not working. My PayPal is also not working. I don't know how I can buy connects and membership.

Please Help me!!

Andrea's avatar
Andrea G Community Manager

Hi Jayendra,

 

It looks like the team already reached out to you a while ago in order to assist you with this. Please reply directly to their email so they can review and assist you accordingly.

 

~Andrea
Jayendra Sinh's avatar
Jayendra Sinh D Community Member

I am unable to buy connects. I checked with my bank and they say every type of transaction is enabled. 

I used VISA and MASTERCARD of 2 different banks, yet I am unable to buy connects.

Jayendra Sinh's avatar
Jayendra Sinh D Community Member

Hi there,

I am unable to buy connects and membership. I checked with my bank and they said every type of transaction is enabled including international transactions.

I used VISA and MASTERCARD of 2 different banks, yet I am unable to buy connects. While adding my card 1$ is deducted but after that, I can not buy.

I also used one virtual VISA card, but it's not working. My PayPal is also not working. I don't know how I can buy connects and membership.

One moderator told me that I will get a mail from upwork, but I didn't get any, My profile keeps going private because I cannot bid.

Please Help me!!

Nikola's avatar
Nikola S Retiring Moderator

Hi Jayendra,

 

Thank you for reaching out to us. I shared your report with our team and one of our agents will reach out to you directly via a support ticket to assist you further. You can access your ticket on this page.

~ Nikola
Ashish's avatar
Ashish D Community Member

Dear friend,

1.Please make sure that the card you are using is suitable
for international payments.

2.Try an alternate payment method.

3. Clear your web browser for cookies and try again.

I hope this will be helpful.

Upwork is always up to date and committed to provide the
best services to all the people concerned.

Nikoleta's avatar
Nikoleta D Community Member

I want to buy Connects with my debit card.

 

But it says: "We are unable to authorize your card. Please add another billing method or contact your issuing bank"

 

The card is okay.

 

Please help me.

Andrea's avatar
Andrea G Community Manager

Hi Nikoleta,

It looks like you were able to submit a support ticket with our team regarding this. Please allow some time for our team to review and they will update you directly via ticket as soon as possible.

~Andrea
Ashish's avatar
Ashish D Community Member

Dear friend,

1.Please make sure that the card you are using is suitable
for international payments.

2.Try an alternate payment method.

3. Clear your web browser for cookies and try again.

I hope this will be helpful.

Upwork is always up to date and committed to provide the
best services to all the people concerned.
Subhan's avatar
Subhan M Community Member

Dear Upwork, 
I want to buy connects using my debit card but when I put all of my details and click on the Save button. I faced an Error "You caid is not authorized Kindly used another card or Contact your bank" I try almost 3 debit cards and also contact my Bank Support. They said, Everything is working well and I can't face this type of issue by using different platforms.
Kindly resolve me this issue.
I will be very thankful to you!

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Subhan,

 

I'm sorry to hear you're having trouble with your billing methods. A Customer Support Team member has reached out to you through this support ticket to assist you further with your concern.

~ Luiggi
Ashish's avatar
Ashish D Community Member

Dear friend,

1.Please make sure that the card you are using is suitable
for international payments.

2.Try an alternate payment method.

3. Clear your web browser for cookies and try again.

I hope this will be helpful.

Upwork is always up to date and committed to provide the
best services to all the people concerned.
Muhammad Umar's avatar
Muhammad Umar S Community Member

Hey there,

I can't add my billing method..

I'm attaching my own debit card but it's not working..

It's saying that contact to your bank account. Then I contact to my bank and they said that there's no issue from bank Contact Upwork support..

 

Kindly have a look and let me know why it's happening??

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Muhammad,

 

I'm sorry to learn you're having trouble with your billing method. A Customer Support Team member will be reaching out to you through this support ticket to assist you further with your concern.

~ Luiggi
Ashish's avatar
Ashish D Community Member

Dear friend,

1.Please make sure that the card you are using is suitable
for international payments.

2.Try an alternate payment method.

3. Clear your web browser for cookies and try again.

I hope this will be helpful.

Upwork is always up to date and committed to provide the
best services to all the people concerned.
Harjot Singh's avatar
Harjot Singh C Community Member

We are trying to purchase connects over upwork but getting error like "Charge Failed". I checked the card balance and there is a balance in my card.

Andrea's avatar
Andrea G Community Manager

Hi Harjot,

 

I checked but don't see any billing methods on your account. It looks like you're referring to the Agency Owner trying to purchase Connects since they are the ones that can do that for the Agency. Since we can't discuss details of their account with you because of privacy reasons, please advise them to reach out to support directly so they can assist. A quick way to contact support is by clicking the question mark icon that shows at the bottom right corner of this page.

What I can say is that, in general, this happens when the transactions you’re attempting on your card keep being declined by the bank. In that case, you'll need to contact your card-issuing bank for more information about the specific charge decline.

 

~Andrea
Harjot Singh's avatar
Harjot Singh C Community Member

Hi Andrea,

 

Thanks for the quick reply. I will ask the owner of my Agency to do the needful. Hopefully, this will solve the issue.

 

Regards

Harjot 

Subhan's avatar
Subhan S Community Member

Hi!
When i try to add a payment method i am getting this error

"We are unable to authorize your card. Please add another billing method or contact your issuing bank."

 

I tried adding my card on other websites and it is working fine,

Andrea's avatar
Andrea G Community Manager

Hi Subhan,

 

 
~Andrea
Ashish's avatar
Ashish D Community Member

Dear friend,

1.Please make sure that the card you are using is suitable
for international payments.

2.Try an alternate payment method.

3. Clear your web browser for cookies and try again.

I hope this will be helpful.

Upwork is always up to date and committed to provide the
best services to all the people concerned.
Sakthivel's avatar
Sakthivel M Community Member

I purchased connects today and the amount is deducted from my account, still the connects are not reflected in my account. Can somebody help me with the next steps. Your help is much appreciated!