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Innocent's avatar
Innocent O Community Member

Membership Upgrade

Hello,

 

why does my Card buy connects but is declined when I try to upgrade to the Plus membership plan?

ACCEPTED SOLUTION
Nikola's avatar
Nikola S Retiring Moderator

Hi Innocent,

 

Thank you for your message. I am sorry to hear about the trouble while upgrading your membership. 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.

 

~ Nikola

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453 REPLIES 453
Ganiyat's avatar
Ganiyat A Community Member

Hi Joanne,

 

Kindly help, I've been trying to buy connects but I kept getting the attached error to contact support. Also the support channel is not loading.

Screenshot_20240218-072206.png

Joanne's avatar
Joanne P Retired Team Member

Hi Ganiyat,

 

I'm sorry to hear that you are experiencing issues with purchasing Connects. Could you please try again after clearing your cache and cookies or using a different browser? 

 

To reach out to support, please follow these steps:

 

We’re creating a personalized experience to better assist all Upwork platform users via the chatbot. The more you interact with the chatbot, the more custom responses you’ll receive.
 
  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.
~ Joanne
Upwork
Vishal's avatar
Vishal S Community Member

Hi I have cancelled my subscription still Upwork is debiting my account every month. There is no billing method in the account any more. How do I get in touch with them to stop the payments?

 

Thanks

Joanne's avatar
Joanne P Retired Team Member

Hi Vishal,

 

 I have requested the assistance of our team. One of our agents will reach out and assist you directly via a support ticket.

~ Joanne
Upwork
Varghese's avatar
Varghese N Community Member

My Apple Pay account is debited but still my profile shows as Freelancer Basic. It expired 2 days before and I fixed the subscrption issue in Apple Pay. Can someone help me on this. In Profile page I see the warning "We are in process of subscription renewals and upgrades are not possible during that period. Please come back later."

Joanne's avatar
Joanne P Retired Team Member

Hi Varghese,

 

I can see that you already have an open ticket regarding this issue. One of our agents will update your ticket and assist you further. 

~ Joanne
Upwork
Syed Azeem's avatar
Syed Azeem J Community Member

Greetings,

 

I just got an email that my Upwork membership payment did not go thorugh, and I have temporarily been moved from "Freelancer Basic" to again "Freelancer Basic" plan.

 

The thing is that I do not. currently, have any paid Upwork membership plan subscribed to. What is all this, and should I be worried?

 

Attaching a screenshot of the email that I got for reference.

 

Hope you have a great day, and thank you for taking the time to read this.

 

 

Regards,

Syed Azeem

Joanne's avatar
Joanne P Retired Team Member

Hi Syed Azeem,

 

I checked your account and saw that you are currently on Freelancer Basic. You can check it out here. You can do it from that page if you decide to update your membership. 

~ Joanne
Upwork
Saad's avatar
Saad S Community Member

Hi, 

I mistakenly use my friend's mastercard to buy Connects and Upwork blocked the transaction because name on the cards are different. So now Upwork is asking me to submit my friend's ID verification. My friend is also on upwork. What do I do now ? What will happen when I submit his ID ? 

Joanne's avatar
Joanne P Retired Team Member

Hi Saad,

 

I can see that you already have an open ticket regarding this issue. One of our agents will update your ticket and assist you further.

~ Joanne
Upwork
Narasimha Sai Pava's avatar
Narasimha Sai Pava K Community Member

Hello,
I am experiencing error when trying to buy connets. The error says like this

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

I navigated to contact support page and followed steps mentioned there. But i still could not resolve the issue. How to solve this error.

Note:
1)I have payment method linked to upwork and i also changed it so i can buy connects. But it didnot work.
2)I tried clearing browser cache it too did not work

Joanne's avatar
Joanne P Retired Team Member

Hi Narasimha Sai Pava,

 

I checked, and it looks like the transaction was declined. You may need to reach out to your card issuing bank so that they can assist you with the specific decline error. 

~ Joanne
Upwork
Narasimha Sai Pava's avatar
Narasimha Sai Pava K Community Member

Thank you.

 

Sudhanshu's avatar
Sudhanshu K Community Member

Hi there,

Hope you are having nice day,

I am have been facing the problem(recent charge failed) since opening.

Is there someone who can help me to solve the issue.

Thank you.

**Edited for community guidelines**

Joanne's avatar
Joanne P Retired Team Member

Hi Sudhanshu,

 

I checked and it looks like the transaction has been declined. You might want to reach out to your card-issuing bank so that they can check the specific decline error. 

~ Joanne
Upwork
Sudhanshu's avatar
Sudhanshu K Community Member

Hello,

My billing method showing recent chage failed.

Help me.

Thank you.

**Edited for community guidelines**

Sudhanshu's avatar
Sudhanshu K Community Member

plese

Joanne's avatar
Joanne P Retired Team Member

Hi Sudhanshu,

 

I checked and it looks like the transaction has been declined. Please reached out to your card-issuing bank so that they can look into the specific decline error. 

~ Joanne
Upwork
Widi's avatar
Widi N Community Member

I already have a PayPal account and have a balance, but can't add it as a payment method.

it says "I already have a PayPal account and have a balance, but can't add it as a payment method"

please fix this

Joanne's avatar
Joanne P Retired Team Member

Hi Widi,

 

It seems like you have not yet verified your PayPal account. In order to use PayPal as your billing method, you must have a verified, active PayPal account in good standing. You can check this page for more information. 

~ Joanne
Upwork
Ardy's avatar
Ardy P Community Member

Hi Upwork Team,

I need help with my issue, got these error message after attempting to buy connects

Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support.
Joanne's avatar
Joanne P Retired Team Member

Hi Ardy,

 

I checked, and it seems like the transaction has been declined. Please reach out to your card-issuing bank so that they can look into the specific decline error. 

~ Joanne
Upwork
Ali's avatar
Ali M Community Member

I can’t pay plan or connects because verified my account

Joanne's avatar
Joanne P Retired Team Member

Hi Ali,

 

I checked your account, but I could not see any limitation set on your account. Could you please try again after clearing your cache and cookies or using a different browser? Please let us know if the same error message appears so we can check. 

~ Joanne
Upwork
Ganesh Dutt's avatar
Ganesh Dutt T Community Member

I am unable to upgrade my account to upwork plus as it is continously showing error and I am unable to load the membership and connects page. Please help me resolve the issue.