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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 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 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
Muhammad Suleman's avatar
Muhammad Suleman K Community Member

Facing an issue while buying connects with my Master Card "Sorry, we couldn't charge the billing method you selected. Please try a different one. " ....
 
While my card is activated and I also contact "Get Support" my issue is still not solved yet. Kindly sol my problem asap, thanks
 
Arjay's avatar
Arjay M Retired Team Member

Hi Somi,

 

Thank you for reaching out and I'm sorry to learn that you're having trouble purchasing Connects. We saw your post and converted it into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you with further assistance on this page.

 

Meanwhile, you may want to check this help article for several ways to purchase Connects or upgrade to a membership plan. 

 

~ Arjay
Upwork
Patricia's avatar
Patricia I Community Member

Hi,

I am experiencing the same issues. I have tried severally to buy connects but it wouldn't go through. I keep getting the error message "We are unable to authorize your card. Please add another billing method or contact your issuing bank"

Andrea's avatar
Andrea G Community Manager

Hi Patricia,

 

~Andrea
Tejeshwar's avatar
Tejeshwar S Community Member

Hi there,

I've been trying to buy Connects for the past 2 months, but whenever I try a payment method, it says "Something went wrong on our end, please try again later". I tried both PayPal and a visa debit card but nothing worked. 

Please help me fix this issue because I'm out of connects right now and not able to apply to any jobs right now because of this issue and missing out on great job opportunities.

Thank You

Andrea's avatar
Andrea G Community Manager

Hi Tejeshwar,

 

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you.

 

~Andrea
Djumber's avatar
Djumber S Community Member

Good afternoon.
Tell me, I want to buy connections, but I don’t want Upwork to take money from my account, I want to pay with a bank card, I can’t find how to change it in the settings.
Thank you.

Mykola's avatar
Mykola A Community Member

You cannot. Account balance used first. Always.

Mohammed's avatar
Mohammed A Community Member

Money transfer wire 

 

that means by swift way

Arjay's avatar
Arjay M Retired Team Member

Hi Djumber,

 

Thank you for reaching out and raising this query. There are several ways to purchase Connects. You can use a credit or debit card, PayPal, and Upwork balance. You can use your Upwork balance to purchase Connects even if you don’t have a primary billing method on file, as long as you have enough in your balance to cover the cost. You can also use a combination of Upwork earnings and your billing method if you have one on file. We'll automatically charge your primary billing method if your balance does not cover the price.

 

Feel free to check this help article to learn more about managing your billing methods best.

 

~ Arjay
Upwork
Avishek's avatar
Avishek B Community Member

Hi i am trying connect from different source of billing methond but every time i got error messager .. i have attached a screenshot below please let me know what the problem is 

Screenshot 2023-06-29 at 5.07.42 PM.png

Deepshikha's avatar
Deepshikha S Community Member

Hey! 

Please check with your bank if international transactions are working? Or try re-entering your card details.

Avishek's avatar
Avishek B Community Member

Already checked with these but still facing same issue with paypal when i am applying ... please help me out on this .. why the problem with 2 sources 

Pradeep's avatar
Pradeep H Moderator

Hi Avishek,

 

I am sorry to hear about the issue with purchasing Connects. Could you please contact Paypal to check the status of your Paypal account and try again once the issue is resolved? Alternatively, you can try using other billing method to complete this transaction.

 

Thank you,

Pradeep

Kateryna's avatar
Kateryna D Community Member

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

 

I tryied add my payoner card to buy connects but got this error. I contacted with payoner and thay told me that I can use my card for online payments.

 

I don't understand the reason for the rejection

Luiggi's avatar
Luiggi R Moderator

Hi Kateryna,

 

I'm sorry to hear you're having trouble using your card. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Luiggi
Emilien's avatar
Emilien G Community Member

When I try to add my mastercard I get this error :

"We are unable to authorize your card as the billing details you entered does not match with your bank or credit card company. Please add another billing method or contact your issuing bank."

 

Please help

Pradeep's avatar
Pradeep H Moderator

Hi Emilien,

 

Thank you for your message. I can see that you've been already assisted one of our team members for the same concern. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

Thank you,
Pradeep

Giliane's avatar
Giliane B Community Member

Hello Team,

I am trying to upgrade my account to Freelacer Plus but I'm getting errors on both available method.

- Credit / Debit Card
  -- The card details are already filled up and I cannot edit them.

- Paypal
  -- It said that mya ccount isn't verified but if I go to the hyperlink page it said that the page does not exist. I tried removing/adding my paypal account but kept getting the same error.

I attached the screenshots of the errors for reference.
Thank you!

Regards,
Giliane

Screenshot 2023-07-11 174205.png

Screenshot 2023-07-11 174244.png

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Giliane,

 

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


~ AJ
Upwork
Alessandro's avatar
Alessandro R Community Member

 
Arjay's avatar
Arjay M Retired Team Member

Hi Alessandro,

 

I am sorry to hear about the trouble while purchasing Connects. Generally, this happens when the bank keeps declining the transactions you’re attempting. Also, please be reminded that only verified PayPal accounts can be used to purchase Connects. Please check the options in this help article and learn more about acceptable billing methods.

 

I've converted your post into a support ticket to give it the attention it deserves. Rest assured that one of our agents will contact you here with further assistance.

 
~ Arjay
Upwork
Muhammad's avatar
Muhammad R Community Member

Bought 60 connects today - but my account never received them. According to Reports -> Overview, I purchased them, but in Connects History - there's no such thing and the connects are still 21 (they should be 81).

 

Is this normal? I've bought connects several times before, and this never happened. Which makes me think this is a bug and that I should report it. Kindly help me out, Upwork Team.

Luiggi's avatar
Luiggi R Moderator

Hi Muhammad,

 

Thanks for bringing this to our attention. I checked and can see that the Connects have been already credited to your account and they're showing on your balance. Would you mind clearing your browser cache and cookies or use a different browser and check again?

~ Luiggi
Ankit's avatar
Ankit T Community Member

I'm currently on a "Basic" plan and I want to upgrade it to an "Agency Plus" plan. I have two payment methods added at the moment - PayPal & Visa Card. I'm trying to make the payment and getting the error mentioned below. 

"Your payment could not be processed. Please choose an alternate payment method or retry again later."


None of the payment methods works. Please help me resolve this issue. I want to upgrade my plan.

 
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