Facing Issue in Buying Connects

[4fc1b224]

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..!

[ehsajal111]

When attempting to purchase Connects, an error message appears stating, 'Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.' I have the amount on my profile but still shows this message.

[andregutierrez22]

Hi Enamul,

Please know that you do need to have a valid Billing Method on file in order to be able to purchase Connects. Even if the funds will be taken from your available balance. 

[ehsajal111]

Hi Andrea,

Here my billing method is valid because I'm using my profile balance. But this not working I'm facing this issue again & again. I've attached a screenshot also.

Regards,

Enamul Haque

[812dd08c]

Hi Enamul Haque,

Arjay here stepping in for Andrea. I’ve escalated your community post to a support ticket to give your case the attention it deserves. One of our agents will be in touch with you soon to assist on this page once your account is fully reviewed.

[7d1821c8]

If the error occurs frequently, use another payment method to purchase
connects
sometimes systematically error occurs due to which you are facing this
problem.
Regards:
Mr. Abdul Hannan Salman

[dr_taru]

Hi, I am not able to buy connects through my Upwork money. I need the solution urgently. Please help me with this.
Check the screenshot please **Edited for Community Guidelines**

[759e32fa]

Hi Taru,

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

[shahid-f]

I am trying to update Security Code to the Card but I am not able to update it and getting the "We are unable to authorize your card. Please add another billing method or contact your issuing bank." error.

3 days back I upgraded my Membership plan to the "Freelancer Plus" plan, But now I am not able to purchase Connects or  Upgrade the existing billing method.

Kindly, check the attached screenshots below and fix them ASAP.

**Edited for Community Guidelines**

**Edited for Community Guidelines**

Best Regards,

Shahid Farooqui

[759e32fa]

Hi Shahid,

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue and are now being assisted by one of our agents. Please feel free to update the ticket should you have further questions or concerns.

[shahid-f]

Hi Annie,

Thanks for your response.

Yes, You are correct, I opened a ticket, but that is for a different issue (For purchasing connects).

And here, I am not able to update my Card details. I want Upwork to fix this issue ASAP. 

Thanks

[luiggi_rosado]

Hi Shahid,

Even if it's for a different issue, since what you explained may be related to the issue on the ticket you've originally raised, you can still update your ticket with more information about the problem you are currently experiencing. The Customer Support team will continue assisting you from there.

To help us streamline the process, please refrain from creating multiple tickets or posts about the same issue. This allows our team to assist you more efficiently and ultimately get you the best possible outcome.

[shahid-f]

Ok, Got it.

But I urge Upwork to fix this ASAP because I am not able to do anything.

[d9708f79]

I can't buy connects. I have money in my upwork account, but it can't be used. Why? I wrote to the support team several times. No response, it's been more than 2 weeks

[egaruth]

Hi Alina,

Thank you for reaching out to us. I checked and it looks like one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page. If you need further assistance please consider following up on the ticket so that our team can assist you accordingly.

[d9708f79]

The problem is not solved. This is an upwork error. When will upwork fix this bug?   :  Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.

[luiggi_rosado]

Hi Alina,

I'm sorry to hear you're still experiencing the same error. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[joysarkar008]

 I have enough balance in my account but I can't buy connect with my personal balance. Upwork give me this warning when I buy the connect "Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.

[812dd08c]

Hi Joy,

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, feel free to update the ticket you raised here and the team will surely assist you accordingly.

[2d0be179]

I tried to buy connect but my debit card was not accepted, saying I should go to my bank. What could cause this?

[raf65]

Just had the same. It rejected my usual billing method (despite buying credits a few days ago) and cancelled my paid membership to a free one.

[759e32fa]

Hi Raf,

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue and are now being assisted by one of our agents. Please feel free to update the ticket should you have further questions or concerns.

[759e32fa]

Hi David,

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.

[85975be3]

Hi all, I am new seller and i want to edit my membeship plan to freelancer plus and get more connects. I add my debut card information but it goes faild and faild again and again. Upwork show me: "Your bank was unable to verify your information. Please contact them and try again." I contacted my bank support and they told me that anything are ok from our side, you can contact Upwork for the issue. Please help me solved this issue, I will be thankful. Thanks

[85975be3]

Anyone please help me!!

[raf65]

I just had my primary payment method declined even though I used it three days ago. This may be an Upwork issues and they may ask you to reverify your ID. Not sure what's going on but its very frustating.

[759e32fa]

Hi Afaq,

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue. Please allow our team 24-48 hours to review your request and reach out to assist you further. You can access your support tickets here.

[f6524b02]

I tried buying connects for applying but the page is not working.

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

I tried using both my debit card and Paypal. Also, I am on a Plus membership.

Please help.

[759e32fa]

Hi Maliha,

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue. Please allow our team 24-48 hours to review your request and reach out to assist you further. You can access your support tickets here.

[shahid_ssolution]

I have a balance in my Upwork account and I want to buy new Connects but due to some technical issues, I cannot buy more Connects. Please see the attached image for reference. 

[80606d15]

maybe you need to have the needed mony i n paypal or your visa

[759e32fa]

Hi Shahid,

Thank you for reaching out. You may use your Upwork balance to make a Connects purchase but it will only work if you have a billing method on file. I see you have one on file but it is showing as expired. As such, the system stops the purchase before even checking the balance. You can't buy with an expired credit card on file even if the balance is used so you need to add a new one or update the current one in order to purchase Connects. 

[objectgyan]

Hi Team,

I'm unable to buy connects from my agency account.

Kindly help me with this.

Thank you.

 

 

[5361957a]

Hi hope that you can help me to find an agency and client..I'm a call center agent for 9yrs with technical support, sales and outbounds leadmining or lead generation.

[sofia2008]

You are not allowed to provide contact details.

[5361957a]

I'm sorry this is my first time at Upwork... Thank you for the advice I will deleted ..

[andregutierrez22]

Hi Mayank,

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

[3b20e66a]

Hello My Name is Danish Zaman For buying connects I recently add My friend Debit card And Upwork Say me to verify My Id I Upload my Id card But I cannot change my Name Because There are the name of Ali Raza And my Name is Danish zaman How to cahnge this name plz upwork Support help me. #Upwork.

[andregutierrez22]

Hi Danish,

Please follow the instructions our team shared with you in this support ticket in order to address this.

[3b20e66a]

Hello Andrea I attached my friend Card to purchase connects but I face this issue Ali Raza is my friend name my name is Danish and i have permesion to use my friend card  When I upload My ID card It doesn't verified. 

[luiggi_rosado]

Hello Danish,

The verification you're referring to is for the billing method you're trying to add and not your account; therefore, you will need to upload the valid document from the payment method's account holder. Don't hesitate to let us know if you need further assistance.