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Tashyra's avatar
Tashyra A Community Member

Financial transactions for my account have been limited

Hello! I have recently create an account to look for work last week. After putting in my billing method, I have received 50 connects but all of a sudden I received an error stating that there was a financial hold. I did not receive any email and the support chat will not connect with anyone, it just keeps taking me to an article for community or academy. What should I do next?

ACCEPTED SOLUTION
Luiggi's avatar
Luiggi R Retiring Moderator

Hi Tashyra,

 

If the action buttons that you usually use are grayed out, the Trust & Safety team may have suspended your account. In that case, you will have received an email about the action on your account. You can reply to the email to find out more about the action we’ve taken.

 

That said, if you need to contact support regarding your financial account, you can:

 

  1. Please visit Contact Support and click the ‘Chat with Upwork' button.
  2. Type a question or topic and select ‘Send’. The bot will find relevant Help articles for you.
  3. The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
  4. From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.
~ Luiggi

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765 REPLIES 765
Md Ashraful's avatar
Md Ashraful H Community Member

Hello Sir,

 

I'm having the same issue. After declining the first card, I added another card and it was successful. But still my account is limited though the mail said the limitation will be gone after adding a valid card. Please resolve my issue so that I can buy connects and start appying. 

 

Thanks

Ronna's avatar
Ronna P Retired Team Member

Hi Md,

 

This is Ronna, stepping in for Pradeep. I checked and see that you were able to create a support ticket about the issue. Our support team is currently investigating the issue and will contact you directly through the ticket to provide assistance.

 

~Ronna
Emmanuel's avatar
Emmanuel G Community Member

hello, i got same problem with notification that Financial transactions for --- have been limited with no email sent to me, Please guide me on how to proceed.

Ivygail's avatar
Ivygail J Retired Team Member

Hi Emmanuel, 

 

I 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.

 

~Ivy
Gonxalo's avatar
Gonxalo A Community Member

Hi LuiggiR!

 

Please I need help!

I have my account blocked, but I see no reason my account to be blocked. just as other users replying to this articule
At first it seems it was because of credit cards declined, but now I have two of them accepted, but I’m still blocked. Also there wasn't a clear reason to be declined. I called the bank and VISA and they said everyhthing is OK.

Please I need Help! I invested many hours in making my profile look good. Also sending proposals (many of them pending) and I'm sure at this point I lost some job opportunities.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Gonxalo,

 

Thank you for your message. I am pleased to inform you that your account has been restored now.

 

- Pradeep

Muhammad's avatar
Muhammad W Community Member

Ok Thanks

Arold's avatar
Arold L Community Member

Hi PradeepH, 

 

Hello! My account is temporarily on hold. After I added my billing method, I received an error message stating there was a financial hold on my account. I did not receive any email, and the support chat will not connect with anyone; it just keeps taking me to an article for the community or academy. I already checked my billing method, and everything is good. Please kindly advise. I really need my account to be restored asap. Thank you.

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Arold,

 

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

~ Luiggi
Mauricio's avatar
Mauricio B Community Member

Hello Luiggi,
My account was put on hold because my credit card was rejected; I tried changing the billing method but my account is still suspended. I can't change the plan back to Basic as it is still greyed out, and I can't even apply to a job. Can you help me?

- I appreciate your time. Thank you.

Ulises's avatar
Ulises M Community Member

Help me

Mauricio's avatar
Mauricio B Community Member

Hello PradeepH,
My account was put on hold because my credit card was rejected; I tried changing the billing method but my account is still suspended. I can't change the plan back to Basic as it is still greyed out, and I can't even apply to a job.

- I appreciate your time. Thank you.

Ralph's avatar
Ralph T Community Member

I am having a simular issue. I have a financial hold on my account, and I have followed the email instructions, however it is still here after adding new information. What should I do?

Ralph's avatar
Ralph T Community Member

I am having a simular issue. I have a financial hold on my account, and I have followed the email instructions, however it is still here after adding new information. What should I do? 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Ralph,

 

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 

Matty's avatar
Matty P Community Member

Hi,

 

I am experiencing the same situation. I accidentally added the wrong payment method and UpWork restricted my account (Financial transactions for XXXX XXXX (XXXXXX) have been limited. Please check your email for additional information or contact customer support.)  I have followed all the steps from the email to remove the restricted payment method with the ones that are both approved by the bank and Upwork. However, Upwork is still holding my account. I have been trying to reach out to the support but can never get my ticket submitted to the support team and always stuck with the chatbot. 

 

Thank you!

Muhammad's avatar
Muhammad W Community Member

I have changed the billing method twice butt still showing this message .Financial transactions for Muhammad Waqas (31946670) have been limited. Please check your email for additional information or contact customer support.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Matty and Muhammad,

 

I am sorry to learn about the limitation on your account. I checked with the relevant team and I am pleased to inform you that your accounts have been restored now.

 

- Pradeep

Bami's avatar
Bami M Community Member

please my account has been suspended because of a declined card, i got the email to update the card which i have done and it has been accepted but upwork have not restored my account, i cant get hold of human support as am stock with a chat bot. This seems to be a common problem here as i have seen and you have been very helpful. please help me out. thanks

Fermin's avatar
Fermin C Community Member

Hello.

I have the similar issue now. When I was trying to add a billing method with my visa card, it was declined and I received an eamil saying that I have to try to add another billing method. So I tried with another visa card and it was successful. But  there is this alert: "We found a problem with your primary billing method and to put it on hold. Update it now." and "Financial transactions for account have been limited. Please check your email for additional information or contact customer support."

What should I do?

Please help me out. 

I look forward to hearing from you soon.

Dreia's avatar
Dreia W Community Member

This exact thing has happened to me. I have never received an email notifying me of my financial transactions being limited. I have attempted to add multiple cards. Please advise.

Joanne's avatar
Joanne P Retired Team Member

Hi Dreia, 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 contact you.

~ Joanne
Upwork
Lucas's avatar
Lucas D Community Member

Hello,

I just purchased 150 connections and I'm having these error: 

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

2-Financial transactions for Lucas Dippolito (100465896) have been limited. Please check your email for additional information or contact customer support.

Ezequiel's avatar
Ezequiel C Community Member

Hi

I'm facing the same exact issue. Even though the card was updated and the payment has been charged days ago, the limitation prevails. 

 

Looking forward to getting this solved. Thanks.

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Ezequiel,

 

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

~ Luiggi