🐈
» Forums » Support » Membership Upgrade
Page options
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

View solution in original post

453 REPLIES 453
Joanne's avatar
Joanne P Retired Team Member

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.

~ Joanne
Upwork
Inaki's avatar
Inaki C Community Member

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.

Joanne's avatar
Joanne P Retired Team Member

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. 

~ Joanne
Upwork
Inaki's avatar
Inaki C Community Member

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?

Luiggi's avatar
Luiggi R Retiring Moderator

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.

~ Luiggi
Vladyslav's avatar
Vladyslav H Community Member

Hi LuiggiR,

 

I am also having a same issue with Inaki.

Can you please teach me how to resolve this issue?

 

Vladyslav.

Joanne's avatar
Joanne P Retired Team Member

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.

~ Joanne
Upwork
Vladyslav's avatar
Vladyslav H Community Member

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

Vishal's avatar
Vishal A Community Member

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

22419a30_0-1723064940697.png

 

Ivygail's avatar
Ivygail J Retired Team Member

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.

 

~Ivy
Illia's avatar
Illia R Community Member

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 me2024-08-08 13.37.41.jpg

Hanzla's avatar
Hanzla H Community Member

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 

 

Joanne's avatar
Joanne P Retired Team Member

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. 

~ Joanne
Upwork
Joanne's avatar
Joanne P Retired Team Member

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.

~ Joanne
Upwork
Yannick's avatar
Yannick K Community Member

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

Joanne's avatar
Joanne P Retired Team Member

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. 

~ Joanne
Upwork
Farshid's avatar
Farshid F Community Member

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.

Pradeep's avatar
Pradeep H Retired Team Member

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 

Zunaira's avatar
Zunaira R Community Member

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**

Arslan's avatar
Arslan A Community Member

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

3758f9c1_0-1723300445687.png

 

Pradeep's avatar
Pradeep H Retired Team Member

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

Christian's avatar
Christian A Community Member

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**

Ivygail's avatar
Ivygail J Retired Team Member

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.

 

~Ivy
Sahil's avatar
Sahil G Community Member

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

Joanne's avatar
Joanne P Retired Team Member

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. 

~ Joanne
Upwork