Membership Upgrade

[thewas]

Hello,

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

[khagendrasingh]

There is some issue when trying to pay for the membership upgrade. My card is succefully added but when trying to do the payment getting message 

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

[RonnaP]

Hi Khagendra,

I’m sorry to hear about the issue you’ve experienced when upgrading your membership. I would like to let you know that this can typically happen when the bank is not accepting the charge or the transaction is declined. It would be best to contact your bank or card issuer to check this for you. If the issue persists, you can reach out to our support team directly by clicking the ‘Chat with Support’ button on the Contact Support page for additional assistance.

[6d01de62]

Hello,

I tried to buy connects. It said it didn't work. I then tried to get a monthly membership. It also said it didn't work. I went to my credit card, however, and it said I was charged four times. I thought this would be an easy issue to solve. I would just phone someone at your company and we would figure out what was going on. To my dismay, this is impossible. You have no phone number and no email address to contact a human. Instead you have a webpage that brings me in an endless circle and a chatbot that also sends me in an endless loop.

So, I phoned my bank. Fortunately, there are humans I can speak to at my bank. That is why I like my bank. That is why I do not like Upwork. I wanted to cancel the payments from their end. They explained, however, that overall nothing has been charged. Since one was a payment and one a reversal of a payment, even though it doesn't say that on the screen of my bank webpage. But at least a human can explain that to me.

I am a new would-be freelancer. I have never used Upwork before. This was my first experience with Upwork and I am not impressed. If you handle payments on a regular basis, there are going to be times every now and then, hopefully not often, but there will be, when things don't work as expected. At that point, it is necessary that your customers (those giving you money) be able to phone a human who can look at their accounts and figure out what is going on. A chatbot that sends people in endless infuriating loops is not the same, and not helpful. 

Given that you don't have humans to resolve such issues, I have come to the conclusion that you are an untrustworthy and unreliable company, and no one should trust you with their money. 

I am leaving my account open long enough to verify in fact that I have not been charged any money at all. I do not want to be charged any money at all. Then I will cancel my account, and never, ever, ever, ever do business with Upwork again, as long as I live, as either a client or a freelancer. I am deeply unimpressed with you. Shame on you Upwork.

I also see other people have had the same issues and posted on your community forums. You tell them, anonymously, that their issues are resolved, but then they post again, demonstrating their issues are not resolved. It is not good to treat paying customers in this way. I am not impressed Upwork, deeply, deeply unimpressed, in fact.

Sincerely,

Thomas Brown

[JoanneP]

Hi Thomas,

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.

[4729e73f]

I've been trying to buy connects or membership via Payoneer card but keep failing. It says "Something went wrong. Please refresh the page and try again". I tried to refresh and delete cookies and sessions, use incognito browser, disconnect the card and connect it again etc. But still can't solve this problem.

With this card, I already buy connects once before. But I'm stucked on this problem now. I've checked my payoneer account to confirm if it has enough balance to buy connects.
I'm not sure what the problem is and how long it lasts.

If anyone could help me, I'd be very appreciate it.

[JoanneP]

Hi Inaki,

Upon checking, it looks like the transaction was declined. You may want to consider using a different billing method or contact your card-issuing bank to find out about the specific decline error. 

[4729e73f]

Hi Joanne. Thanks for your kind and helpful reply. I've contacted payoner team and they said that the card is totally operational after checking. I think, the problem could be related to upwork. I've heard from some of my friends that they got the same problem before and it was resolved in several hours automatically.
But it has been lasting almost 1 day in my case. Could you please check again if this problem could be resolved on upwork side?

[LuiggiR]

Hi Inaki,

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

[33ca3a20]

Hi LuiggiR,

I am also having a same issue with Inaki.

Can you please teach me how to resolve this issue?

Vladyslav.

[JoanneP]

Hi Vladyslav,

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 be reaching out to you.

[33ca3a20]

Hi, Inaki.

I am having a same issue with you. I was also trying to buy connects with my payoneer card which was added succesfully as a billing method in my account.
On August 1, I upgraded my membership plan to Freelancer Plus successfully with that card, but now buying connects is failed.

Did you resolve this issue?

Vladyslav

[22419a30]

Getting issues when doing payment and trying to upgrade plan to freelancer plus

[IvygailJ]

Hello Vishal,

Thank you for reaching out. I have checked your account and it looks like you will need to contact your bank and ask them about the specific charge decline. Let us know if you need further assistance.

[dfe2630a]

Hello I can not pay for plus subscription. I have an error "Failed to initiate the subscription checkout. Please try again. If the issue persists, please contact Customer Support." although I have added cards and I have money on my card to pay. What is the problem? Please help me

[7f5329c4]

Facing same issue I am trying to buy connects tried multiple times with different cards and contacted bank whether to confirm if they have any issue at their backend but Cards are okay and I have enough money in that to purchase and money is deducted from my account and then transaction got reversed dont know why tried to contact cutomer support but that why an AI chat bot and didnot help me out at all Upwork Has to look into this matter very seriously I just lost some of my favourite jobs just because I dont have enough connects 

[JoanneP]

Hi Hanzla,

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

[JoanneP]

Hi Illia,

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.

[d83545d5]

Hi,

Just created my account and want to upgrade membership.

Unfortunately not working with my bank card and paypal.

How can I sole it?

Thanks

[JoanneP]

Hi Yannick,

I checked, and it looks like the transaction was declined. It would be best to contact your card-issuing bank so that they can assist you with the specific decline error. 

[b29f2d7d]

Hi,

I've tried to buy some connects or even upgrade to the Freelancer Plus plan, but every time I get this error, I've been attempting 5 times on different days.

there is no problem with the bank because I'm receiving the verification code, I've multiple cards.

this is the error I'm getting:

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

[PradeepH]

Hi Farshid,

I am sorry to hear about the issue faced by you while purchasing Connects and upgrading your membership. 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 

[7316826b]

Dear Upwork Support Team,

I hope this message finds you well. My name is Zunaira, and I am writing to report an issue I have encountered while attempting to upgrade my plan on Upwork.

Issue Details
Description of the Issue: During the process of upgrading my plan, I faced a problem where the money is deducted from my account and then reversed. This issue has occurred three times. I have some screenshots and video too.
Attempts Made: I have tried to upgrade my plan on three separate occasions, and each time, the payment was deducted from my account but subsequently reversed.
Impact: This issue has caused inconvenience and has delayed my access to the upgraded plan benefits that I require for my work.
Could you please look into this matter and assist me in successfully upgrading my plan without further issues? Additionally, I would like to know if there is any compensation or reward for reporting this persistent issue.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.

Best regards,

[Zunaira Ramzan]
[Your Upwork Username:Zunaira R.]
**Edited for Community Guidelines**

[3758f9c1]

im also facing this issue keep for past 2 days. i need help. I have tried 3 different banks

[PradeepH]

Hi Zunaira and Arslan,

I am sorry to hear about the trouble experienced while upgrading the membership plan. 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

[49305e86]

I cannot make payment for Freelancer Plus membership because I keep receiving this error message "Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support." Find the attached Screenshot

**Edited for Community Guidelines**

[IvygailJ]

Hi Christian,

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.

[6905a13d]

Dear Upwork Support Team,

I hope this message finds you well. I am writing to report an issue I encountered while trying to purchase an Upwork membership. When I attempted to complete the purchase, I received the following error message:

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

Despite refreshing the page and trying multiple times, the issue persists. I would appreciate your assistance in resolving this matter as soon as possible, as I am eager to upgrade my membership and continue using Upwork's services.

Please let me know if there is any additional information or steps I need to take to resolve this issue.

Thank you for your prompt attention to this matter.

Best regards,
Sahil Gabani

[JoanneP]

Hi Sahil,

We've requested the assistance of our team. One of our agents will contact you directly via a support ticket and assist you further. 

[9f096d4e]

showing error - Something went wrong at our end

[PradeepH]

Hi Sakshi,

I am sorry to hear about the trouble experienced while upgrading your agency membership. 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.

- Pradeep

[bb9b8e48]

Hello fam!!

Whenever i am trying to upgrade my plan to freelancer plus, it's giving me this error

-I am not in my billing Cycle
-I have tried multiple bank accounts
-There's enough money in my bank for payment
-Tried customer support as well and still no solution.

[RonnaP]

Hi Zainab,

I'm sorry to hear about the error you received upon upgrading your membership plan. I'm happy to help. I have shared your post with the handling team to check this further. Our team will reach out to you on this support ticket to assist accordingly. 

[c368d2ac]

Three days ago, I decided to buy a Freelancer Plus subscription for $19.99 + $3.6. I put exactly $ 23.59 on my card, after which I tried to make a payment, the site gave an error something like "an error occurred due to our fault, refresh the page and try again." After that, I tried several more times, but the exact same error came out on the site, however, money was debited from my card, exactly in the amount of $ 23.59 and the debit came from UpWork. I wrote in those.I was contacted three days after the write-off, but they didn't really answer me. I can't get to a real person in any way. Please help me what can be done in this situation.

[RonnaP]

Hi Aleksei,

I’m sorry to hear about the issue you've experienced when trying to upgrade your membership. I have shared your issue with the handling team to look into this for you. One of our agents will reach out to you on your support ticket to assist accordingly. 

[8a8a79a7]

i want to upgrade my account to plus. But it shows some issues all the time.

[JoanneP]

Hi Musa,

I checked, and it looks like the transaction was declined. Please get in touch with your card-issuing bank so that they can look into the specific decline error. 

[8a8a79a7]

Firstly the transaction proceeds but after a while it is voided why?

[RonnaP]

Hi Musa,

Thank you for following-up. I have shared your post to a support ticket to check this further. One of our agents will be reaching out to you to assist accordingly. 

[8a8a79a7]

I want to upgrade my account to freelance plus but it always show some issues, when i wanna buy some connects it also show same issues.

[8a8a79a7]

"Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening" it showa this,