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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

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Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Karan,

 

Thank you for reaching out. I checked your account and can confirm that the transaction was not successful. 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
Karan's avatar
Karan K Community Member

Thank you Annie but can you please guide me that charge is from Upwork and is it refundable?

Arjay's avatar
Arjay M Retired Team Member

Hi Karan,

 

Thank you for reaching out and raising this query. Yes! For purchasing Connects, charges will be from Upwork. If you have applied for a job that is no longer available because of a violation or wasted Connects on a job proposal that turns out to be fraud, we will return your Connects. 

 

In these cases, Connects are credited back to your account for reuse — not for a refund of their cash value. I hope this clarifies. Please don't hesitate to check this help article to learn more about Connects.

 

~ Arjay
Upwork
Karan's avatar
Karan K Community Member

Hi Arjay,

Rs 83.29 is deducted from my Bank Account while purchasing connects. I'm asking for this charges. Is it common for all and is it refundable?

I'm not asking for connects that charges for applying for a job.

Thank you

Karan Khatri 

Karan's avatar
Karan K Community Member

Hi

Anyone can reply please?

Thank you

Karan Khatri 

Joanne's avatar
Joanne P Retired Team Member

Hi Karan,

 

I checked your account and saw that your card-issuing bank has declined the transaction. Please get in touch with them directly so they can check on the specific decline error. 

~ Joanne
Upwork
Alfarhaan's avatar
Alfarhaan H Community Member

I have been trying to purchase connects using my visa card, which is active, has sufficient fund, and is enabled for international transactions, but I am facing an error - "Recent Charge Failed". This issue is preventing me from proceeding further and has halted nearly all activities. Hence, I request the Upwork team to deal with this issue in an expeditedly. 

 

Yours Sincerely, 

 

Al Farhaan Hasan 

Tural's avatar
Tural B Community Member

 In spite of being enabled for international transactions, sometimes bank san blok foreign payment requests. Please, contact with your bank, I have faced with the same problem, and my bank solved it, there is no problem connected with Upwork

Tural Babashov
Alfarhaan's avatar
Alfarhaan H Community Member

Thankyou very much for clarifying. I will contact my bank then. 

 

Candy Kheyll's avatar
Candy Kheyll R Community Member

Hi. I can seem to buy any connects. I already connected my mastercard and typed the code. But after it refreshes, it just says "Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support."

 

Can someone please assist me? Thanks.

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Candy Kheyll,

 

Thank you for reaching out. It looks like your card-issuing bank has declined the transaction. In this case, it would be best to contact them directly so that they can check on the specific decline error. 


~ AJ
Upwork
Md. Juwel's avatar
Md. Juwel R Community Member

Hi there,

I am facing a problem that i want to buy some connects through my visa debit card, it seems visa card added but not get payment. Screen shows the message "We are unable to authorize your card." Please add another billing method or contact your issuing bank.

Although my visa debit card is active, i do my regular transaction through my visa debit card. Please give me the solution for adding my visa debit card.

Thank You!

Md. Juwel Rana 

Arjay's avatar
Arjay M Retired Team Member

Hi Md, Juwel,

 

Thank you for reaching out, and I'm sorry if you're having trouble purchasing Connects. Generally, this happens when the bank keeps declining transactions you're attempting on your card. Please contact your card-issuing bank for more information about the specific charge decline.

 

Alternatively, you may consider adding an alternative billing method found in this help article.

 

~ Arjay
Upwork
Md. Juwel's avatar
Md. Juwel R Community Member

Hello dear,

Can I purchase connect through my friend visa card not my visa card?

Nikola's avatar
Nikola S Retiring Moderator

Hi Md. Juwel,

 

Yes, you are allowed to use another user’s card as a Billing method (paying for membership fee, Connects, or contracts) provided you are authorized to do so. If any issue arises, the team will reach out to you. You can find more information on available billing methods in this help article.

~ Nikola
Md. Juwel's avatar
Md. Juwel R Community Member

Hello Sir,

Have any possibility to suspend my Upwork account because of using other user card?

Arjay's avatar
Arjay M Retired Team Member

Hi Md. Juwel,

 

Suppose you're not an authorized user of the card, yes! This can be considered an unauthorized use of another user's account, and it's against Upwork's TOS, so your account could be suspended.

 

~ Arjay
Upwork
Muhammad Hamza's avatar
Muhammad Hamza A Community Member

I have tried to buy connects using my mastercard but it is giving me error again and again can anyone resolve this issue ??

153c4392_0-1695793963632.png

 

 

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Muhammad,

 

Thank you for reaching out to us. I can see that you already opened a support ticket regarding this issue. Please allow our team 24-28 hours to respond to your request. Feel free to also update the ticket should you have further questions or concerns.


~ AJ
Upwork
Daniel's avatar
Daniel S Community Member

I recently joined upwork and published my agency here i organized everything my company did on the poritofio and. even upgraded my plan paying $20 but after that i want to bid for work and i need to buy connects everytime i tried no matter how much connects it kept rejecting it i am kinda furstrated if someone can help please. ive attached the screenshot of what it says below.

Arjay's avatar
Arjay M Retired Team Member

Hi Daniel,

 

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 here with further assistance in purchasing Connects for your agency.

 

~ Arjay
Upwork
Sophia Obianamma's avatar
Sophia Obianamma O Community Member

Hello, Arjay,

 

I have the same issues and even after my bank sends me my one time password, the issue still persists. I have tried contacting support as well, but it is very futile and I am really frustrated. 

I ended up sending my complaint to the email containing the help I received a while ago for my password issues and my password was changed while I did not get any help on my current issue.

Please help me out.

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Sophia,

 

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
Sophia Obianamma's avatar
Sophia Obianamma O Community Member

Oh hey, I'm sorry for the late reply. I haven't been here for a while.

Customer service has been of immense help to me already. Thank you.

Dipali's avatar
Dipali F Community Member

looking for a help please!

 

here is my issues

 

1. I upgraded my agency to agency plus 1st time on Aug 13 2023

2. missed to upgrade it on Sep 13, 2023.

3. So it back to Agency Basic plan again. 

4. I tried to upgrade it again on Sep 21, 2023 with a New Card no.

5. But it shows a msg unable to change.

6. Also got a email as below:

**Edited for Community Guidelines**

 

Why it is comming?

how to solve it?