Facing Issue in Buying Connects

[#1]

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..!

[#2]

I am facing problem in buying connects. I have using multiple cards but nothing is working. Can somebody from upwork team resolve this?

[#3 · Accepted solution]

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

[#4]

Hi Debjani,

I am sorry to hear about the trouble while purchasing Connects. I have checked the transaction and it looks like it got 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 "Get Support" button that is shown on this page. 

[#5]

Hello. I am having problems with the purchase of the connects. I contacted the bank with this problem, they replied that everything is working on their side and no transaction from Upwork has been received.
It seems to be a problem in my account or on your side, please help solve this problem.
I have attached a screenshot.

[#6]

Hi Danat,

Thank you for reaching out to us. One of our team members will reach out to you directly via a support ticket to assist you further. You can access your tickets on this page.

[#7]

Hey I am also facing same problem with the SBI Global debit card and asked the bank and they said they didnt got any such transaction and don't know what to do, they said to check with the upwork site for the solution. Pls help.

**Edited for Community Guidelines**

I also asked them about any recurring transaction limitation on the debit card. They said there is no such limitation on your debit card. I have also already enabled international usage for my debit card. Still this error is coming.

[#8]

Hi Nalin,

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.

[#9]

I am replying to this to help each newbie who is here due to this issue.
I tried to attach my debit card, but each time it was rejected. I called the bank helpline, but they didn't get my issue.
Then I called once more on another day.
Here's the process:
Dial the bank's helpline number that issued your card.
Ask them to put you on their whitelist for the Upwork website.
They then instructed you to retry the card-attaching process.
You have to try again and then after 15 minutes call again to a helpline to be placed on Upwork's whitelist.
You can then attach the card.
PS: Don't visit the bank branch to waste your time. They even don't know the process. Just call the helpline.

[#10]

But agency has 27 connects. that's not enough for turn availability plan on?

[#11]

Hi Jais,

That depends since the weekly price of the badge will fluctuate based on demand, but you control your Connects, so you determine the maximum number you’d like to spend for a week.

[#12]

Hello Sir. I face the same issue whenever i try to buy connect using my Master card i get this message.    Your bank was unable to verify your information. Please contact them and try again..

after that i contacted the bank thy said there is no any issue in there end and my card is opned for international transaction.

[#13]

Hi Inayat,

Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

[#14]

I am replying to this issue to help each newbie who is here due to this issue.
I tried to attach my debit card, but each time it was rejected. I called the bank helpline, but they didn't get my issue.
Then I called once more on another day.
Here's the process:
Dial the bank's helpline number that issued your card.
Ask them to put you on their whitelist for the Upwork website.
They then instructed you to retry the card-attaching process.
You have to try again and then after 15 minutes call again to a helpline to be placed on Upwork's whitelist.
You can then attach the card.
PS: Don't visit the bank branch to waste your time. They even don't know the process. Just call the helpline.

[#15]

Another Issue:

Before going to solution side, you must ask the country from where transactions is being done. Becuase due to current financial situation some countries are refusing to pay in USD.

Thanks

[#16]

Sorry, but I know I have the money and still my connects are not showing up. I've tried to leave proposals for two jobs this morning and I haven't enough connects. I should have at least 60. Please don't tell me to check with my bank. I did that. And yes, the money is there. 

[#17]

The "Get Dupport " button is a chat not service that is totally unhelpful. It will be great of there is live chat service to help creative get faster solutions. My issues is still unresolved because when I inoit my card details to setup a billing method, it shows incorrect while it is the correct details. I am so tired! 

[#18]

hi

[#19]

ok I already ask my bank but seems they can do nothing.

On other hand, I  just started in upwork, how many time before knowing if our submitted proposal is accepted or not?

[#20]

Hi, my payment method has been charged and the amount debited. But my connects balance hasn't changed and I get the message "recent charge failed". But the amount has been removed from my account successfully 

[#21]

Hi Esther,

Thank you for reaching out to us. I checked your account and can confirm that the Connects have already been credited to your account. You can check your Connects history here.

[#22]

hello Annie - Am unable to buy connects. I check with 2 cards, have sufficient balance and online transaction is enabled. Why is that am still not able to buy connects. It says there was an error, please refresh page and try from day 1. I did but no help, tried ur contact support it redirected me to upwork academy. So am basically no projects, my availability is turned off. Even if i have no connects, by virtue of skillset clients must be able to reach out. How to work?

[#23]

Hi Anitha,

I am sorry to hear about the issue while purchasing the Connects. I checked your account, and it appears that your card payments were declined due to insufficient funds/over the credit limit. Could you please reach out to your card issuing bank to check the available funds/limit and permission to complete international transactions? 

- Pradeep

[#24]

Hello there,

I'm having trouble buying connects. I added my billing method already (Wells Cargo) but the transaction keeps getting declined; even after making sure the information I filled were correct.

Please help! 

[#25]

Hi Eunice,

I see that you were able to add a new payment method and successfully bought some Connects. Could you confirm if you still need assistance?