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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

View solution in original post

453 REPLIES 453
Sakshi's avatar
Sakshi S Community Member

showing error - Something went wrong at our end

Pradeep's avatar
Pradeep H Retired Team Member

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

Zainab's avatar
Zainab N Community Member

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.

 

bb9b8e48_1-1723969930174.png

 

Ronna's avatar
Ronna P Retired Team Member

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. 

 

~Ronna
Aleksei's avatar
Aleksei A Community Member

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.

Ronna's avatar
Ronna P Retired Team Member

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. 

~Ronna
Musa's avatar
Musa K Community Member

 
i want to upgrade my account to plus. But it shows some issues all the time.
Joanne's avatar
Joanne P Retired Team Member

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. 

 

~ Joanne
Upwork
Musa's avatar
Musa K Community Member

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

Ronna's avatar
Ronna P Retired Team Member

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. 

 

~Ronna
Musa's avatar
Musa K Community Member

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.

Musa's avatar
Musa K Community Member

"Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening" it showa this,
Abdulkarim's avatar
Abdulkarim A Community Member

I have tried with multiple bank accounts, have verified from the banks too. Not an isssue from the bank's side. I get this error 


 


Right after I get this error (attached), payment gets reversed. Initally, it goes through.  

Tried contacting support, no real agent connected, it were bot replies, unable to find an option to open a support ticket. What can I do?

Pradeep's avatar
Pradeep H Retired Team Member

Hi Abdulkarim,

 

I see that you have already upgraded to a Freelancer Plus plan from our iOS app. If you have any further questions or concerns, feel free to reply to this message.

 

- Pradeep

Muh Yusrizal's avatar
Muh Yusrizal M Community Member

how long does it take to activate membership plus account because i already paid for the membership but it seems i dont get the connect and the membership
please help

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Muh,

 

Usually, your membership plan is activated immediately after your transaction is successful. I checked your account and it appears that your transaction to upgrade your membership was not successful. 

 

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 

ABHISHEK's avatar
ABHISHEK K Community Member

Hello team,

 

I am facing issue while buying freelancer plus plan.

I use to buy same plan few months ago too from same bank account visa debit card.

But this time I am facing issue.

Error it shows is 

**Edited for Community Guidelines**

And message on my mobile is insufficient balance but I have sufficient balance. I tried different card but same issue on that card too.

There is no support contact for creating ticket on this issue.

I would request everyone to help me on this issue so that I can buy freelancer plus membership to continue this.

 

Thank you.

Pradeep's avatar
Pradeep H Retired Team Member

Hello Abhishek.

 

I am sorry to hear about the trouble you experienced while 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 

Heinrich's avatar
Heinrich O Community Member

I failed to complete the transaction with my card. I'm not sure what went wrong, as there is enough balance to cover the payment.

 

Can someone please take a look at this issue?

Ronna's avatar
Ronna P Retired Team Member

Hi Heinrich,

 

Thank you for sharing your concern. I checked and see that you currently have an open support ticket with the handling team. Feel free to follow up with our team directly on your ticket if you have further questions, and they will be happy to assist you.

 

~Ronna
Amit's avatar
Amit K Community Member

Hi, My client account not paying to freelancers which we hired unless My payment method added successfully. 

Pls help to release payment toy hired free Lancers.

 

 

Thanks, 

Amit

Joanne's avatar
Joanne P Retired Team Member

Hi Amit,

 

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
Musharaf Raza's avatar
Musharaf Raza K Community Member

While purchasing an Upwork membership plan, my payment was charged to my account, but I have neither received the membership nor a refund for my payment.

How to get back refund or membership plan
Ronna's avatar
Ronna P Retired Team Member

Hi Musharaf,

 

I have shared 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
Suad's avatar
Suad H Community Member

Hi 👋, I am unable to upgrade from freelancer basic to plus for literally two days now.

I just keep getting this message ( sorry something went wrong on our end . Please refresh & try again.) I tried almost 20 times doing  that. 

 

Can you help me solve that! I will appreciate so much.