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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
PradeepH
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 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.

 

Thank you

Pradeep

Upwork

View solution in original post

1,066 REPLIES 1,066

Hi Humza,

 

We've followed up with the team and they've shared an update with you via your ticket. Please continue communicating with them from there; they will be assisting you further. 

~ Luiggi
Upwork
620f61ad
Community Member

I tried adding a mastercard as my billing method but it's saying we are unable to authorize your card. Please what can I do?. I have been waiting for a reply but no one seems to care. I tried some of my other cards but it still didnt work and my cards are actively working.

Hi Elijah,

 

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

~ Luiggi
Upwork
327feb7b
Community Member

Hey i just added billing method (mastercard cc) to buy some connects, but it keeps saying "Billing method is not active.". I have put the right information and i've used this card for international transaction before. Can anyone help me? Thank you in advance.

Hi Salma,

 

Thank you for reaching out to us. I checked and it looks like the charge on your credit card keeps getting declined. Please make sure your card is set up to make international payments and has sufficient funds on it to complete the funding.

Please contact your card-issuing bank to confirm if they allow recurring transactions on your debit cards as Upwork payments are classified as ‘recurring’.

~ Nikola
Upwork
77e56b8c
Community Member

i am finding it very difficult to buy connect, the error message i keep receiving is that the fault is from upwork end. i dint know what to do

Hi Chinazom,

 

We checked and saw that you've purchased Connects successfully. You can view it here once logged into your Upwork account. 

~ Joanne
Upwork
79ab27fa
Community Member

Hi everyone I can't seem to buy connects on my upwork it keeps telling me to go to the support system I ve tried logging in to different devices but it is still declining and I am losin a lot of jobs 🙏😔

Click the above Support link and send a screenshot with the issue.

IMG_4576.png

I can see that you tried buying the connects but I will advise you to check the card or the type of billing method that you are using because probably the billing method doesn't correspond with the point of payment.

Hi Conde,

 

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 on this page with further assistance.

.

~ Arjay
Upwork
bb8e392e
Community Member

Hi, It's been like 10 days I am facing an issue that my billing method is not active. Thanks

Hi Falak,

 

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

 

- Pradeep 

Upwork
6e7e8551
Community Member

Hi There, I keep getting this error message we are unable to authorize your card. Please add another billing method or contact your issuing bank.

 

My bank has confirm everything is ok and upwork accepts the card, but I still same error message on upwork 

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

 

I want to buy connects but can't move forward cause of this. Please help.

Hi Mercy,

 

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

 

- Pradeep 

Upwork
674b3f8f
Community Member

Hello, I have the same problem with my upwork account. 
Can anyone help me? 

Hi Luciana,

 

I took a closer look at your account and confirmed that the issue has been addressed by the appropriate team. There are no restrictions on your account. It's now active and ready for use. You may visit your email and this page for the support ticket linked to your case. Thank you for reaching out!

 

~ Arjay
Upwork
c455a617
Community Member

"We found a problem with your primary billing method and to put it on hold. Update it now."

 

What could be the issue here? I added a debit card and it showed approved in the Billing and payments section, in account settings.

 

Can you please help out? Thank you!

Hi Victor,

 

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

~ Luiggi
Upwork
dddf8190
Community Member

Greetings,

 

I hope you guys are having a good start to the week. I have been trying to purchase connects and I am not able to because is showing an error message like I have to add more details of my billing address. I have tried to add the name of the street on the first line of the address and the rest on the second line of the address, also tried to add the address until the limit of the characters of 60 was reached and continued on the second line to finish to add the address but nothing works. Can I get assistance? 

 

Thanks in advance. 

 

Click the above Support link for assistance if a moderator doesn't see my response.

Hi Amayri,

 

I am sorry to hear about the trouble while buying Connects. I shared your report with our team and one of our agents will reach out to you using a support ticket to assist you further. You can access your support tickets here.

 

- Pradeep 

Upwork
d78e528b
Community Member

Hello Team, 

 

I cant use my payment method to buy more connects. 

Please help

Hi Alexandra,

 

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

~ Luiggi
Upwork
907fe7f3
Community Member

Hi, can anyone help me, I can't Buy connects even I linked my Paypal and Card, and they're already verified.

Hi Zoren,

 

I see that you haven't set up a billing method to buy Connects yet. Please visit your Billing & Payments page and try setting up a billing method first. Once you do that, you may try purchasing Connects again; let us know if you experience any problems. 

~ Luiggi
Upwork
a5ce39e6
Community Member

"We found a problem with your primary billing method and to put it on hold. Update it now."

I already updated the payment method, but still no solution.

How can you solve this problem?   been dealing with this issue since last week.. 

TY 

Hi Yami,

 

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.

~ Joanne
Upwork
c2a20113
Community Member

hi, I checked with the bank there was no charge at all and that there is no such issue. Its not with one bank but with 2 banks, 2 cards both international and same with paypal

 

Hi Anitha,

 

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

~ Nikola
Upwork
5b7458f2
Community Member

Dear Upwork Support,

I hope this message finds you well. I'm writing to seek assistance with an issue I've encountered on the platform.

I recently experienced a problem while attempting to purchase connects. A friend, who is also new to Upwork and unaware of the platform's policies, tried to use my virtual card for this purpose. However, the transaction was declined, and unfortunately, I was charged by my card issuing bank for this unsuccessful attempt.

Since this incident, I've been unable to purchase connects despite multiple attempts. Every time I try, I encounter the error message "Recent charge failed" under my card details. Additionally, I receive a notification stating, "Sorry, something went wrong on our end. Please refresh the page and try again. If the issue persists, contact support."

I've already attempted to seek assistance through the chatbot, which directed me to this community forum to address my concern.

I would greatly appreciate any help in resolving this issue promptly. Thank you for your attention to this matter.

 

Warm regards,

Grace Uba

Hi Grace,

 

Thank you for reaching out to us. I checked and it looks like the charge on your credit card keeps getting declined. Please contact your card-issuing bank for more information about the specific charge decline.

 

~ Nikola
Upwork
5b7458f2
Community Member

Please I have the same ''Recent charge failed'' issue when I try to buy connects. I dropped a complaint on this forum yesterday but I'm yet to get any help or response. 

Can you let me know what steps I can take to fix this? 

Hi Grace,

 

Please refer to my previous response to your post. You should contact your card-issuing bank for more information about the specific charge decline.

~ Nikola
Upwork
5b7458f2
Community Member

Hi NikolaS, 

 

Thanks for your response. I've already contacted them and they confirmed to not placing any restrictions on my card, and suggested I contact  Upwork for support. 

 

Below is the screenshot of my conversation with them. KIndly help me resolve this issues please.

**Edited for Community Guidelines**

Thank you for following up, Grace,

 

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

~ Nikola
Upwork
singla_sunil88
Community Member

Hi Upwork, 
I am getting the below error while purchasing Connects. Please Help !
Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support.

Usually a temporary error. 

 

Try later.

singla_sunil88
Community Member

Unable to buy connects. i have tried multiple times but failed. The below error is coming please help !
Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support.

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