๐Ÿˆ
ยป Forums ยป Support ยป Unable to buy connects
Page options
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 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 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

Upwork

View solution in original post

1,090 REPLIES 1,090

Hi Rajat,

 

I am sorry to hear about the trouble while purchasing additional Connects. Could you please try again after clearing Cookies and Cache on your browser? You can also try using a different browser. Feel free to message us if problems persist.

 

- Pradeep

Upwork
23bf25a4
Community Member

Hi Nikola, I have been trying to buy connect on my Upwork but I keep getting a message error that says "recent transaction failed" I have missed applying for lots of jobs that I should have applied for already. Please I need help as soon as possible, thanks.

ArjayM
Community Member

Hi Catherine,

 

I am sorry to hear about the trouble you had purchasing Connects. This happens when the bank keeps declining the transactions you're attempting on your card. Please contact your card-issuing bank for more information about the specific charge decline.

 

Let us know if you need further assistance afterward; we'll gladly look into that for you.

 

~ Arjay
Upwork
1d298d92
Community Member

Hi Upwork support !
i didn't receive my connects while the funds amount has been deducted from my card i made the payment and received the natification on the phone and everything looks normal about the transaction but i can't see the connects in my account !

please i need help where did my funds go ?

Hi Ahmed,

 

Thank you for bringing this to our attention. 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
collea
Community Member

Hi. I bought connects on 1 May 2024 for around ZAR 436.89 ($22.50), in which money was withdrawn from my account. They sent me a notification for this transaction. Today when I checked my bank statement statement the same amount was withdrawn again from my account. I never got an alert or anything. I have been trying to reach support but it seems they don't have an email where can attach the screenshots for these transactions. So can anybody please assist me on how I can get around this? I will attach the screenshots for the transactions here. 

Hi Collea,

 

I see that you've recently raised a support ticket regarding your concern. As soon as the next available agent gets your ticket in their queue, they'll contact you to assist you further. 

~ Luiggi
Upwork
collea
Community Member

Hello. It seems there are was a problem with the my bank and on my side. They took the money, and sent it back without actually recording it. On my side I never noticed the change in bank balance. I went there this morning and we had to calculate. Thank you for your assistance. 

1b082a5f
Community Member

Good afternoon. Someone can help me with this problem: I have been trying to register my credit card to buy connects for several days, and although I enter the correct data it does not let me register. If someone in the community has had the same problem and has solved it, can you tell me how to do it? Thank you very much.

you need to get your credit card online by calling the bank's call center before making the transaction to by the connects.

Some cards will be rejected with no reason. You can try your card through Paypal.

singla_sunil88
Community Member

Unable to buy connects, getting this error-
Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support. Please help ASAP !


Rajat Verma

Hi Rajat,

 

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
c7e9c300
Community Member

Hey there, been having difficulty in landing clients and also buying connects to bid on projects. My card couldn't be charged for whatever reason.

 

Btw, i haven't received my free 50 connect after i earned the rising talent badge. 

Hi Paul,

 

Thanks for bringing this to our attention. I'm sorry to hear you are having trouble buying Connects. I want to clarify that the number of bonus Connects you receive after earning the Rising Talent badge is 30, not 50. That said, I can see that you haven't received that bonus yet. 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
f2c3b2ad
Community Member

Hello everyone, I cant seem to buy any connects on my upwork profile, when I visit the buy connects page I get this error: Your account has been limited. Please contact customer support.
 
And the dropdown for the connects prices and the button for buy connects is disabled. Please Help! 

Hi Patience,

 

Thank you for reaching out to us. I am sorry to hear about the issue you are experiencing with pursuing Connects and with your account status. I shared your report with our team and one of our agents will reach out to you directly via a support ticket to assist you further. You can access your ticket on this page.

 

~ Nikola
Upwork
28afb306
Community Member

:warning:Sorry, something went wrong on our end.

Please refresh the page and try again.

If this issue keeps happening, contact customer support.

 

"This what I keep getting when I try purchasing connect. Please Help!

After completing upwork account creating I was not allocated any connects and people are being given. Please help!

ArjayM
Community Member

Hi Enock,

 

Firstly, welcome to Upwork. Upwork currently requires new freelancers to do one of two things before being able to submit a proposal for a job: subscribe to our Freelancer Plus membership plan for $20 USD a month or purchase 100 Connects for $15 USD. A

 

After you fulfill this requirement, you will also receive 50 free Connects to help you get started on Upwork.

 

~ Arjay
Upwork
ArjayM
Community Member

Hi Mercy,

 

I'm sorry you're having difficulties purchasing Connects. I looked closely at the transactions you're trying to process and confirmed that they've been declined. Generally, this happens when the bank declines the transactions you're attempting on your card. Please contact your card-issuing bank for more information about the specific charge decline.

 

Let us know if you need further assistance afterward; we'll gladly look into that for you.

 

~ Arjay
Upwork
c0e6c367
Community Member

c0e6c367_0-1717007110491.png

 

How to pay for connects with PayPal balance?

My PayPal is working well on any other platforms, I need help!

ArjayM
Community Member

Hi Mohammed,

 

You may need to add an alternative payment method to your PayPal wallet to add your PayPal account as a payment method on Upwork, as the transaction cannot be completed from our end. Once you've added an alternative payment method, please let us know if the issue continues.
To check which payment source failed on your PayPal account, follow these steps:
  • Log into your PayPal account and go to "Settings."
  • Go to the "Payments" tab and click "Manage automatic payments."
  • Click on the billing agreement associated with "Upwork Escrow Inc."
  • Scroll to the bottom of the page and check what funding source is your backup.
  • Update the backup source to a valid payment method and re-attempt the payment.
If the transaction fails again, the next step is to contact PayPal directly. Specifically, you'll want to talk to a PayPal Tier 2 agent and ask why your transaction to Upwork was declined. 
 
Let us know if you need further assistance afterward; we'll gladly look into that for you.
 
~ Arjay
Upwork
583e248e
Community Member

Hi community 
My Debit Card Payment Details keeps declined by upwork

I needed to buy connects, so I added a new debit card details and  Upwork returned an error message: it couldn't find my card or keeps declines

Please solve my problem I m really helpless now 

๐Ÿ™ Thanks

Hi Shanavas,

 

I checked, but it seems like you've already removed your billing method on file. Could you please try adding it again? You may also want to try adding a different card to your Paypal account and see if that works. 

~ Joanne
Upwork
751a46fe
Community Member

hi! cannot add billing method it keep sending me a message of

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

 

ArjayM
Community Member

Hi Shivan,

 

I am sorry to hear about the trouble you had purchasing Connects. This happens when the bank keeps declining the transactions you're attempting on your card. Please get in touch with your card-issuing bank for more information about the specific charge decline.

 

If you need further assistance afterward, contact the Upwork Support Team directly or file a ticket after interacting with the chatbot.


To access our support services, it would be best to follow the steps below:

  1. Navigate to the Help Center's navigation bar and select the "Contact Support" option.
  2. Choose the "Chat with Upwork" option to initiate a conversation with our chatbot.
  3. Type in a question or topic and click "Send." The chatbot will provide relevant articles related to your question.
We strongly encourage everyone to use the chatbot to access support options. Asking for assistance directly may not provide sufficient information for the chatbot to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.
 
~ Arjay
Upwork
e22a7f11
Community Member

same problem while buying connects ..tried all solutions ..still cant figure it out

Hi Uzma,

 

I am sorry to hear about the trouble while purchasing Connects. I checked the transaction you are referring to and it appears that the transaction was declined from the card issuer end. Could you please contact your card issuing bank to check the available limit and permission to complete international transactions on your card? 

 

- Pradeep

Upwork
e35b8dce
Community Member

I have two error messages on my account:

  • "We found a problem with your primary billing method and to put it on hold. Update it now." - I have removed and re-added my payment method multiple times, but the error persists.
  • "Financial transactions for [...] have been limited. Please check your email for additional information or contact customer support." - I have not received an email, and the chatbot has been unable to help me get in touch with a real person about this. None of the help article troubleshooting tips apply (the account has sufficient funds and has already been debited for the Connects I purchased).

I have been unable to apply for any jobs because of these, even though I have Connects available. Also, for some reason my Connects balance shows 150 as if I purchased a subscription, even though I only made a one-time purchase of 100 Connects. I need a human being from Upwork Support to help me with this.

Hi Mirabella,

 

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
2db2c8d3
Community Member

Hi, I am trying to buy Connects using Paypal method, whenever it redirects me to the Paypal log in, and entering my password, it always gives me issue and redirecting me to enter my card details, it's rather confusing since I have been redicted to log in to my Paypal to use it for my payment, so why is it asking me to enter my card details when I have a card already saved in my Paypal, and that Paypal is what I want to use for the payment and not entering any card details at all.

Hello Maria,

 

Thank you for reaching out to us. I'm sorry to hear about the difficulties you're facing when pursuing Connects using your PayPal account. After checking your account, it seems that you haven't added your PayPal account as your billing method yet.

 

When buying Connects, we always try to use any earnings balance you have in your Upwork account first. If the balance isn't enough to cover the full cost, we'll charge the billing method you have on file for the entire amount due. Therefore, you'll need to set up a billing method. You can easily add your PayPal account as your billing method. For more details on adding a billing method, you can refer to this link.

 

Moreover, I noticed that you're new to Upwork, so I recommend exploring the available learning paths in the Academy section to help you kickstart your journey. You can also find more information about Connects on this page

 

Good luck with your freelancer journey!

 

~Ivy
Upwork
2c37f38e
Community Member

Hi, I tried to add my VISA card to billing method but it continuously says

 

Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support.

 

Is this Upwork bug?

Please anyone help me. I am not able to work on Upwork due to the lack of connects now.

 

Sincerely,

Alonzo

Screenshot_1.png

โ€ƒ

Good day, 

I am also new on Upwork from Nigeria, and I had the same problem as my 3 Mastercards were all being declined. I finally had to use my domiciliary account Mastercard and it sailed through effortlessly.

Hi Alonzo,

Sorry to hear about your issue with adding your VISA card. Try clearing your browser cache, switching to a different browser, or contacting Upwork support for assistance.

Best,
[Ali Alhabsi]

Hi Alonzo,

 

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
cdca8a34
Community Member

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

 

Please help! I can't buy connects. I made sure that my bank has a fund. ๐Ÿฅน

C98F4A5E-4849-45D1-975C-1A0BE209D8EC.jpeg

โ€ƒ

Hi Caryl,

 

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
85e6f946
Community Member

i have 23.58$ and i want to buy connects of 22.50$ , when i click on buy connects it says that there is some issue from our end please refresh the page and try again, if this happens continuesly contact our support, and in contact support i find nothing where i can find solution to this problem

 

Latest Articles
Featured Topics
Learning Paths