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ยป Forums ยป Support ยป Re: Unable to buy connect from my agency acco...
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4fc1b224
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
pradeephele
Moderator
Moderator

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 youโ€™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 youโ€™re still experiencing issues after checking with your bank, a quick way to contact our support team is by selecting Get Support at the bottom of the Help Center page.

 

Thank you

Pradeep

Upwork

View solution in original post

724 REPLIES 724
ehsajal111
Community Member

When attempting to purchase Connects, an error message appears stating, 'Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.' I have the amount on my profile but still shows this message.

Hi Enamul,

 

Please know that you do need to have a valid Billing Method on file in order to be able to purchase Connects. Even if the funds will be taken from your available balance. 

 

~Andrea
Upwork

Hi Andrea,

Here my billing method is valid because I'm using my profile balance. But this not working I'm facing this issue again & again. I've attached a screenshot also.

Regards,

Enamul Haque

Hi Enamul Haque,

 

Arjay here stepping in for Andrea. Iโ€™ve escalated your community post to a support ticket to give your case the attention it deserves. One of our agents will be in touch with you soon to assist on this page once your account is fully reviewed.

 

~ Arjay
Upwork

If the error occurs frequently, use another payment method to purchase
connects
sometimes systematically error occurs due to which you are facing this
problem.
Regards:
Mr. Abdul Hannan Salman
dr_taru
Community Member

Hi, I am not able to buy connects through my Upwork money. I need the solution urgently. Please help me with this.
Check the screenshot please **Edited for Community Guidelines**

Hi Taru,

 

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


~ AJ
Upwork
shahid-f
Community Member

I am trying to update Security Code to the Card but I am not able to update it and getting the "We are unable to authorize your card. Please add another billing method or contact your issuing bank." error.

 

3 days back I upgraded my Membership plan to the "Freelancer Plus" plan, But now I am not able to purchase Connects or  Upgrade the existing billing method.

 

Kindly, check the attached screenshots below and fix them ASAP.

 

 

 

**Edited for Community Guidelines**

**Edited for Community Guidelines**

 

 

 

Best Regards,

Shahid Farooqui

Hi Shahid,

 

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

Hi Annie,

Thanks for your response.

 

Yes, You are correct, I opened a ticket, but that is for a different issue (For purchasing connects).

And here, I am not able to update my Card details. I want Upwork to fix this issue ASAP. 

 

Thanks

Hi Shahid,

 

Even if it's for a different issue, since what you explained may be related to the issue on the ticket you've originally raised, you can still update your ticket with more information about the problem you are currently experiencing. The Customer Support team will continue assisting you from there.

 

To help us streamline the process, please refrain from creating multiple tickets or posts about the same issue. This allows our team to assist you more efficiently and ultimately get you the best possible outcome.

~ Luiggi
Upwork

Ok, Got it.

But I urge Upwork to fix this ASAP because I am not able to do anything.

d9708f79
Community Member

I can't buy connects. I have money in my upwork account, but it can't be used. Why? I wrote to the support team several times. No response, it's been more than 2 weeks

egaruth
Community Manager
Community Manager

Hi Alina,

 

Thank you for reaching out to us. I checked and it looks like one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this pageIf you need further assistance please consider following up on the ticket so that our team can assist you accordingly.

 

~ Nikola
Upwork
d9708f79
Community Member

The problem is not solved. This is an upwork error. When will upwork fix this bug?   :  Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.

Hi Alina,

 

I'm sorry to hear you're still experiencing the same error. Weโ€™ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Luiggi
Upwork
joysarkar008
Community Member

 I have enough balance in my account but I can't buy connect with my personal balance. Upwork give me this warning when I buy the connect "Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.

Hi Joy,

 

Thank you for your message. I am sorry to hear about the trouble while purchasing Connects. In general, this happens when the transactions youโ€™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 youโ€™re still experiencing issues after checking with your bank, feel free to update the ticket you raised here and the team will surely assist you accordingly.

 

~ Arjay
Upwork
2d0be179
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?

raf65
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.

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

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 youโ€™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
85975be3
Community Member

Hi all, I am new seller and i want to edit my membeship plan to freelancer plus and get more connects. I add my debut card information but it goes faild and faild again and again. Upwork show me: "Your bank was unable to verify your information. Please contact them and try again." I contacted my bank support and they told me that anything are ok from our side, you can contact Upwork for the issue. Please help me solved this issue, I will be thankful. Thanks

Anyone please help me!!

raf65
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.

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
f6524b02
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.

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_ssolution
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. 

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

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
objectgyan
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.

โ€ƒ

โ€ƒ

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.

You are not allowed to provide contact details.

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

 

Hi Mayank,

 

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

 

~Andrea
Upwork
3b20e66a
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.

Hi Danish,

 

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

 

~Andrea
Upwork

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

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
Upwork
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