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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

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1,090 REPLIES 1,090
Afaq's avatar
Afaq M Community Member

Anyone please help me!!

Raf's avatar
Raf S Community Member

I just had my primary payment method declined even though I used it three days ago. This may be an Upwork issues and they may ask you to reverify your ID. Not sure what's going on but its very frustating.

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Afaq,

 

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue. Please allow our team 24-48 hours to review your request and reach out to assist you further. You can access your support tickets here.


~ AJ
Upwork
David's avatar
David A Community Member

I tried to buy connect but my debit card was not accepted, saying I should go to my bank. What could cause this?

Raf's avatar
Raf S Community Member

Just had the same. It rejected my usual billing method (despite buying credits a few days ago) and cancelled my paid membership to a free one.

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Raf,

 

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue and are now being assisted by one of our agents. Please feel free to update the ticket should you have further questions or concerns.


~ AJ
Upwork
Annie Jane's avatar
Annie Jane B Retired Team Member

Hi David,

 

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.


~ AJ
Upwork
Maliha's avatar
Maliha P Community Member

I tried buying connects for applying but the page is not working.

 

The error is, "Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support ."

 

I tried using both my debit card and Paypal. Also, I am on a Plus membership.

 

Please help.

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Maliha,

 

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue. Please allow our team 24-48 hours to review your request and reach out to assist you further. You can access your support tickets here.


~ AJ
Upwork
Shahid's avatar
Shahid K Community Member

I have a balance in my Upwork account and I want to buy new Connects but due to some technical issues, I cannot buy more Connects. Please see the attached image for reference. 

youssef's avatar
youssef w Community Member

maybe you need to have the needed mony i n paypal or your visa

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Shahid,

 

Thank you for reaching out. You may use your Upwork balance to make a Connects purchase but it will only work if you have a billing method on file. I see you have one on file but it is showing as expired. As such, the system stops the purchase before even checking the balance. You can't buy with an expired credit card on file even if the balance is used so you need to add a new one or update the current one in order to purchase Connects. 


~ AJ
Upwork
Mayank's avatar
Mayank S Community Member

Hi Team,

 

I'm unable to buy connects from my agency account.
Screenshot 2023-05-18 093126.png

Kindly help me with this.

 

Thank you.

Bernadeth's avatar
Bernadeth Q Community Member

Hi hope that you can help me to find an agency and client..I'm a call center agent for 9yrs with technical support, sales and outbounds leadmining or lead generation.

Sophie's avatar
Sophie A Community Member

You are not allowed to provide contact details.

Bernadeth's avatar
Bernadeth Q Community Member

I'm sorry this is my first time at Upwork... Thank you for the advice I will deleted ..

 

Andrea's avatar
Andrea G Community Manager

Hi Mayank,

 

We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

 

~Andrea
Danish's avatar
Danish F Community Member

Hello My Name is Danish Zaman For buying connects I recently add My friend Debit card And Upwork Say me to verify My Id I Upload my Id card But I cannot change my Name Because There are the name of Ali Raza And my Name is Danish zaman How to cahnge this name plz upwork Support help me. #Upwork.

Andrea's avatar
Andrea G Community Manager

Hi Danish,

 

Please follow the instructions our team shared with you in this support ticket in order to address this.

 

~Andrea
Danish's avatar
Danish F Community Member

Hello Andrea I attached my friend Card to purchase connects but I face this issue Ali Raza is my friend name my name is Danish and i have permesion to use my friend card  When I upload My ID card It doesn't verified. Screenshot (95).png

Luiggi's avatar
Luiggi R Retiring Moderator

Hello Danish,

 

The verification you're referring to is for the billing method you're trying to add and not your account; therefore, you will need to upload the valid document from the payment method's account holder. Don't hesitate to let us know if you need further assistance.

~ Luiggi
Muhammad Bilal's avatar
Muhammad Bilal A Community Member

Hello, 
I have been trying to buy connects since 48 hours. Still facing the same issue. I'm getting frustrated now.
I have attached my Master card with upwork. When I try to buy the connects, It redirects me to some OTP page. I put the OTP.
Then it says, "Sorry it's an error from our side please refresh the page and try again". 
After refreshing the page there's another error 'There was a problem charging your billing method. Please enter a new billing method and try again."
All Okay from my banking side. E-commerce activities are ON. International transactions are ON. Everything  is OK.
Still facing this issue again and again. This is not good. very bad service it is.
Thanks,
Muhammad Bilal Anwar

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Muhammad,

 

I'm sorry to hear you're having trouble buying Connects. We understand how frustrating it can be when things don't work as expected, so we've gone ahead and converted your post to a support ticket. This means that one of our knowledgeable agents will be in touch with you shortly to provide the help you need. We appreciate you reaching out to us and sharing your concern with the community.

~ Luiggi
Ghulam's avatar
Ghulam A Community Member

Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening.

Upwork supporting team, please help me out to sort this issue.

Avery's avatar
Avery O Community Manager

Hi Ghulam, 

I checked your account and can confirm that your primary billing method was declined, which is why you're unable to proceed with purchasing Connects. Kindly check this with your bank for more information, and in the meantime, add an alternative billing method to purchase Connects. 


~ Avery