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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 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.

 

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
Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Dipali,

 

Thank you for reaching out. It looks like your card-issuing bank has declined the transaction. In this case, it would be best to contact them directly so that they can check on the specific decline error. 


~ AJ
Upwork
Mudassir's avatar
Mudassir S Community Member

Thank you for reaching out, it looks like the bank that issued you the
card has refused to do business with you for some reason, so you should go
to the bank and talk to them yourself so they can look into any mistakes.
Dipali's avatar
Dipali F Community Member

Hi Annie I checked with the bank and they informed that its not a issue from their end. also a 0.10 has charged by upwork for every attempt.

**Edited for Community Guidelines**

 

Pradeep's avatar
Pradeep H Moderator

Hi Dipali,

 

Thank you for sharing the screenshot. 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 with adding the card and the fees charged to you. You can access your support tickets here.

 

- Pradeep

Jax's avatar
Jax J Community Member

Can someone please check my account? I purchased connects and they are still not added. So I thought I made a mistake and purchased again on a different card. Now I have 2 charges and NO NEW CONNECTS. When I apply for a job it says not enough credits and still prompts me to purchase again. Not super helpful! Thank you!

Criselda's avatar
Criselda T Community Member

same issue here, connects not reflecting on my account🥹 I was already charged🥹

Zoe's avatar
Zoe R Community Member

I'm having this same issue, not sure where to go from here? If anyone finds out please let me know, thanks!!

Luiggi's avatar
Luiggi R Moderator

Hi Zoe and Criselda,

 

I'm sorry to learn you're also experiencing this. I've escalated both of your posts so that an agent can contact each of you for further assistance. You can access your respective support tickets here

~ Luiggi
Luiggi's avatar
Luiggi R Moderator

Hi Jax,

 

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

~ Luiggi
Adrian's avatar
Adrian I Community Member

I'm having an issue with using PayPal as the Payment Method for buying Connects. Please help me with any tips or suggestions. Because I can't reach any Customer Support (person) to send a ticket about my issue.

 

**Edited for Community Guidelines**

**Edited for Community Guidelines**

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Adrian,

 

Thank you for reaching out to us. Could you please contact PayPal support and ask them about the verification needed on your account? Once the issue is resolved on their end, please try purchasing Connects again.


~ AJ
Upwork
Muhammad Basit Jam's avatar
Muhammad Basit Jam A Community Member

Now in my account i have 11$ i earn but i have not connections thats way i want to buy connections with this payment but when i go to buy it didnot show me pay with upwork account 

Please guide me

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Muhammad,

 

Thank you for reaching out to us. Before purchasing Connects or a membership plan, you’ll need to add a Billing Method to your account. There are three billing methods available to all freelancers.
 
If you want to purchase Connects or are moving from our free Basic plan to a Plus plan, you will need to sign up and pay for the first month with your billing method (any existing balance can't be used in this case).
 
If you have sufficient balance available from Upwork earnings, you can use this balance to pay for an ongoing Freelancer Plus membership or purchase additional Connects. If your balance isn't sufficient, we'll charge your chosen billing method.
 

  1. Credit or Debit Card
  2. Paypal
  3. Upwork Balance (should have method 1 or 2 as a primary option)

 
To add a new billing method to your account:
 

  1. Go to Settings › Billing Methods
  2. Click the Add Method button
  3. Enter your billing information

 
Or you may go to this link.
 

759e32fa_0-1697021135494.png


Once successfully added, you may go to Membership & Connects.
 
To learn more, kindly check this help article.


~ AJ
Upwork
Muhammad Basit Jam's avatar
Muhammad Basit Jam A Community Member

i have not showing upwork payment in my upwork account 11$ but i their is no option shows to buy connection from upwork payment their just 2 account shows paypal & master

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Muhammad,

 

You won't be able to use your Upwork balance at this time. You will need to sign up and pay for the first month with your billing method before Upwork can charge your Upwork balance when you decide to renew.


~ AJ
Upwork
Collins's avatar
Collins A Community Member

Hello freelancers, how do you buy connects using your debit master/visa cards because mine keeps on being refused.

Thanks 

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Collins,

 

Thank you for reaching out. It looks like your card-issuing bank has declined the transaction. Could you please contact them directly so that they can check on the specific decline error? After they've checked everything on their end, you may try the transaction again. If the issue persists, please feel free to reach out to us. 


~ AJ
Upwork
Mukesh's avatar
Mukesh M Community Member

I am unable to buy Connects tried various payment methods,  several times can anybody help me in this regard

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Mukesh,

 

Thank you for reaching out. It looks like your card-issuing banks declined the transaction. Could you please contact them directly so that they can check on the specific decline error? After they've checked everything on their end, you may try the transaction again. If the issue persists, please feel free to reach out to us. 


~ AJ
Upwork
Rahul's avatar
Rahul B Community Member

I am NOT being able to buy new connects. It says "recent charge failed". 

Arjay's avatar
Arjay M Retired Team Member

Hi Rahul,

 

I'm sorry to learn that you're having difficulties purchasing Connects. In general, this happens when the bank keeps declining 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're still experiencing issues after checking with your bank, a quick way to contact our support team is by selecting Get Support at the bottom of the Help Center page.

 

~ Arjay
Upwork
Ashish's avatar
Ashish D Community Member

Dear friend,

Please check whether your payment method (Credit card / Debit card) is
INTERNATIONALLY accepted or not. If it is, kindly contact your card-issuing
agency (Bank, etc.) for assistance. Upwork is always at your disposal for
help and support.

Thank you
Sachin's avatar
Sachin Y Community Member

Hi there, i have been facing issues to buy connects , i always get the meesage "recent charge failed" authorization problem. not able to do anything without connnects, i have tried all the methods listed in the forum regarding the same issue. My bank account is working perfectly talked to them they say we have'nt recieved any request of funds from upwork. i have also tried multiple times adding and removing payment billing methods after clearing chache and cookies.  so kindly please dont reply with any general solution which i already tried. this problem is from the upwork end.

 

please somebody help !! 

Joanne's avatar
Joanne P Moderator

Hi Sachin,

 

I checked, and it seems like the transaction has been declined. You might want to contact your credit card issuing bank so that they can look into the specific decline error.

~ Joanne
Upwork
Ashish's avatar
Ashish D Community Member

Dear friend,

Please check whether your payment method (Credit card / Debit card) is
INTERNATIONALLY accepted or not. If it is, kindly contact your card-issuing
agency (Bank, etc.) for assistance. Upwork is always at your disposal for
help and support.

Thank you.
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