🐈
» Forums » Support » Connects
Page options
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

1,090 REPLIES 1,090
Pradeep's avatar
Pradeep H Retired Team Member

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 

Luciana's avatar
Luciana F Community Member

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

Arjay's avatar
Arjay M Retired Team Member

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
Victor's avatar
Victor A 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!

Luiggi's avatar
Luiggi R Retiring Moderator

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
Amayri's avatar
Amayri T 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. 

 

William T's avatar
William T C Community Member

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

Pradeep's avatar
Pradeep H Retired Team Member

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 

Alexandra's avatar
Alexandra R Community Member

Hello Team, 

 

I cant use my payment method to buy more connects. 

Please help

Luiggi's avatar
Luiggi R Retiring Moderator

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
Zoren's avatar
Zoren L Community Member

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

Luiggi's avatar
Luiggi R Retiring Moderator

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
Yami's avatar
Yami C 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 

Joanne's avatar
Joanne P Retired Team Member

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
Anitha's avatar
Anitha V 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

 

Nikola's avatar
Nikola S Retiring Moderator

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
Grace's avatar
Grace U 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

Nikola's avatar
Nikola S Retiring Moderator

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
Grace's avatar
Grace U 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? 

Nikola's avatar
Nikola S Retiring Moderator

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
Grace's avatar
Grace U 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**

Nikola's avatar
Nikola S Retiring Moderator

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
Rajat's avatar
Rajat V 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.

William T's avatar
William T C Community Member

Usually a temporary error. 

 

Try later.

Rajat's avatar
Rajat V 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.