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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
Ronna's avatar
Ronna P Retired Team Member

Hi Shoaib,

 

Thank you for sharing your concern. 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, or you may also try using an alternate billing method. If the issue persists, please let us know so I can check this further.

 

~Ronna
Shoaib's avatar
Shoaib H Community Member

hi ronnap , there is not issue from bank, I have confirmed,

Luiggi's avatar
Luiggi R Retiring Moderator

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

~ Luiggi
Sherif's avatar
Sherif K Community Member

Hi, I wanted to buy Connects by subscribing to the Freelancer Plus membership.
I am using my sister's credit card (Mastercard), and we made sure the card had sufficient funds.

After filling in the information and confirming, I received a notification telling me that there was an issue with the payment, and on my billing methods page it is showing "Recent charge failed".
My sister received an SMS from the bank notifying her that the amount was deducted from the card but the payment was reversed back to her card again.
What is happening here and how can I use this card on Upwork?

Ronna's avatar
Ronna P Retired Team Member

Hi Sherif,

 

Thank you for sharing your concern. I have escalated your post to a support ticket to look into this for you. The handling team will reach out to you on the ticket to assist you accordingly.

 

~Ronna
Subhan's avatar
Subhan A Community Member

Hi Ronna,

I tried to buy Upwork connects using my brother's Visa card, and now Upwork is asking for verification. Since the cardholder’s name is my brother, it's requesting his verification instead of mine. My concern is that my brother also has an Upwork account, and using his verification might affect his account. What’s the best solution for this?

Thanks,

Vineeth's avatar
Vineeth P Community Member

Hi,

I am encountering a problem while connecting my Visa Debit card with my Upwork billing account. I am using a savings account , is that may be a problem ? I contacted my bank and everything is fine with their end. My Card is also enabled with International transactions. What should I do ? My account is also suspended due to this issue . 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Vineeth,

 

I am sorry to hear about the trouble you faced while adding a card. 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

Omer's avatar
Omer M Community Member

I purchased freelancer plus membership yesterday and i didn't receive the benefits on upwork. The app kerps redirecting me to restore purchase page and fails to restore everytime.

Pradeep's avatar
Pradeep H Retired Team Member

Hi Omer,

 

I am sorry to hear about the trouble upgrading your membership. I checked your account and it appears that your upgrade was no processed successfully. You can try purchasing the membership directly from Upwork if you are unable to upgrade from Apple store. If you have any further questions or concerns, feel free to reply to this message.

 

- Pradeep

Omer's avatar
Omer M Community Member

Hi Pradeep.

 

Apple already deducted the amount from my account. What do i do now?

Luiggi's avatar
Luiggi R Retiring Moderator

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

~ Luiggi
Annalyn's avatar
Annalyn P Community Member

Hello, community, 

I'm trying to upgrade my agency to Agency Plus, but it shows an error message that my payment cannot proceed. My account was deducted $19.99 but it doesn't reflect on my agency. What can I do?

Ivygail's avatar
Ivygail J Retired Team Member

Hello Annalyn,

 

I am sorry to hear about the issue you experienced when upgrading to Agency Plus membership. I checked and see that you are already in correspondence with our team on your support ticket. If you need furter assistance, I encourage you to follow up with our team on your ticket so that they can assist you. You can access your ticket on this page.

 

~Ivy
Bianca's avatar
Bianca V Community Member

Hi ,

I am having issues adding my UK bank card to upgrade to the freelancer premium plus. I only get the details entered is incorrect. I have double checked with the banking information but there are no discrepancies. I have also spoken to the bank and they have said the issue is with the merchant and to contact the support. 

 

I have tried to get support through the support page but the bot just seems to be looping and am unable to refer this to a team or give me the optiion to raise a support ticket to get the issue investigated. I cannot even raise a ticket under the support menu option.

 

Does anyone know how to raise a support ticket ?

3c0ac031_0-1726654808278.png

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Bianca,

 

I am sorry to hear about the issue you faced while adding a card and reaching our support team. 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 

Jayaram's avatar
Jayaram N Community Member

Hello,

I tried 3 times to upgrade my membership free to plus. But everytime I get the message as- -"Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact costomer support"

My billing method is working when I buy the connects. Only issue in upgrading. Please solve the issue. 

Thank you,

Jayaram Navada

 

Ivygail's avatar
Ivygail J Retired Team Member

Hello Jayaram,

 

Thank you for reaching out! I'm sorry to learn that you're having trouble upgrading your membership. This usually happens when the bank declines your card transactions. It would be a great idea to check in with your card-issuing bank for more details about the specific charge decline.

 

If you still have issues after chatting with your bank, you can easily contact our support team by clicking the 'Chat with Upwork' button on the Contact Support page. We're here to help!

 

~Ivy
Md Jasim's avatar
Md Jasim U Community Member

I was working on a Freelancer Plus Membership last year. After a few months I could not work due to sickness so I switched back to Membership Basic and turned off the availability badge for more sickness. Now I want to work and tried to update my membership with a VISA credit card but it's not upgrading. Please help how to upgrade to Freelancer Plus.

Below is the Upwork message.

"There was a problem charging your billing method. Please enter a new billing method and try again"

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Md Jasim,

 

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 

Amit's avatar
Amit B Community Member

Unable to buy connects

Hi, Its been 15 days since I am not able to buy a connect due to this error:

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Amit,

 

I checked and I see that you have already upgraded to the Freelancer Plus membership plan. If you have any further questions or concerns, feel free to reply to this message.

 

- Pradeep

Myriam's avatar
Myriam C Community Member

I'm new to the site. I have enough balance in my paypal account to pay one month of the subscription but I don't have a verified card on it. Is there a way I can use that to pay my membership?

Rahat's avatar
Rahat H Community Member

Him

Afzaal's avatar
Afzaal S Community Member

Use your bank account instead. or just simply use paypal no need any other