🐈
» Forums » Support » Membership Upgrade
Page options
thewas
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

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
Upwork

View solution in original post

305 REPLIES 305
ff31819a
Community Member

Hello, I have been trying to hire a Freelander with my Payoneer card attached as the billing method but it doesn't go through.

 

What should I do here, please?

Hi Ijeoma,

 

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

~ Luiggi
Upwork
a2263023
Community Member

Hi

I am not able to buy connects . It keeps throwing error - Something went wrong on our end , refresh and try again. If issue persist, contact customer support.I am not finding any option to raise request. I have bought connects few days back with same billing method using master card. Screensht of error attached.

Hi Madhu,

 

I shared your report with our team and one of our agents will reach out to you directly via a support ticket to assist you further. You can access your ticket on this page.

 

~ Nikola
Upwork
c210e6f6
Community Member

I'm new to Upwork, but I'm facing problem to add Paypal as my payment method when I want to create contract.
Just now I already verify my paypal, but it still can't make payment
may I know why is this problem?

Hi Sarah,

 

Thank you for reaching out to us. 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

Upwork
ab0df063
Community Member

"We are unable to authorize your card as the billing details you entered does not match with your bank or credit card company. Please add another billing method or contact your issuing bank."

 

I have already called my bank and everything is cleared on their end. In addition, I see that this is a common problem for other users. Please advise. Thanks!

Hi John,

 

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
e77c11be
Community Member

Hi 

I am unable to buy connect through my Indian Debit Card or Paypal account

Could you please suggest the best method 

Hello Mohd Wasi,

 

I am sorry to hear about the trouble you encountered in pursuing Connects. I have checked and it looks like you need to update your billing method. Please contact your card-issuing bank to confirm if they allow recurring transactions on your debit cards as Upwork payments are classified as ‘recurring’.

 

Additionally, when you are adding PayPal account as your billing method, it must be verified and a credit card needs to be added as a backup billing method. You can learn more here.

 

If the issue persists, please follow up with us so we can assist you further.

 

~Ivy
Upwork
9ea44ae2
Community Member

I keep getting this notification even though I have update my billing.

"We found a problem with your primary billing method and to put it on hold. Update it now."
 
Can someone assist?
 
 
 

Hi Md Noor,

 

I can see that someone from the team already assisted you over the phone regarding this issue. If you need further assistance, please let us know. 

~ Joanne
Upwork
6fdd34ba
Community Member

Hello Upwork Support Team,

I hope this message finds you well.

I am writing to report an issue regarding the upgrade of my membership to the Freelancer Plus plan. I attempted to upgrade my membership and pay the $20 subscription fee using my Visa card. However, I encountered an error message stating that there was a problem charging my billing method and that I needed to enter a new billing method.

Despite this message, I was surprised to find that the amount was deducted from my Visa card. However, I have not received the benefits of the Freelancer Plus plan yet.

I suspect there might be an issue with my account that is preventing the successful upgrade. Attached to this message is a screenshot showing the error message I encountered. I kindly request that you look into this issue and resolve it as soon as possible, as I need to take advantage of the benefits provided by the Freelancer Plus plan to support my work on Upwork.

Thank you for your understanding and cooperation. I look forward to your prompt resolution of this matter.

Best regards,
Youssef

Hi Youssef,

 

I can see that you've raised a support ticket regarding your concern and one of our team members is already assisting you. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. 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

Upwork

Hello PradeepH,

Thank you for your prompt response and for clarifying the situation regarding the $20 deduction.

I want to inform you that the issue during the payment attempt caused me significant concern. After reviewing my bank statements and contacting the bank, it appears that the funds are now back in my Visa card. It seems that the funds might have been stuck or there was an issue with the payment service on Upwork's end.

I highly value the services provided by Upwork, and I understand that occasional technical issues can happen. However, such issues can cause unnecessary worry and inconvenience for users. Given the trouble and anxiety this situation has caused me, I would be deeply appreciative if Upwork could offer some form of compensation for the inconvenience. A goodwill gesture, such as 100 free Connects, would be greatly appreciated and would help me continue my work on Upwork without further delay.

Thank you for your understanding and cooperation. I look forward to your positive response.

Best regards,
Youssef

Dear Pradeep,

Thank you for your email

Thanks & best regards,
Mydeen

## Please type your reply above this line.
hhamzaahmad
Community Member

I use 2 cards, one is master and second is a visa and they both have more than sufficient balance but I am getting the same error every time "our payment could not be processed. Please choose an alternate payment method or retry again later." and my both cards are from different banks and i talk to both of them there is no issue from there side.

 

Please solve this issue ASAP. I want to buy connects and upgrade my account to premium.

Hi Hamza,

 

I can see that our team already assisted you with your concern. If you need further assistance, please feel free to update the ticket, and our team will be happy to assist you further. 

 

~ Joanne
Upwork
b0bbad78
Community Member

Dear Joanne,

 

can you guide please , as there is no problem from bank end ! how to upgrade the membership plan !

same problem like Hamza .

kindly guide to upgrade !

shilpa26v
Community Member

Hi there! I am having a problem while buy connects. When I add the card details it's giving and error which is  "We are unable to authorize your card. Please add another billing method or contact your issuing bank".

I already checked with my bank, everything is OK. So please help me to fix it to buy connects. Thank you so much!

Hi Shilpa,

 

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


~ AJ
Upwork

actually yes - i have also faced this issue .

8e3ab690
Community Member

I am getting this Error:
We are unable to authorize your card as the billing details you entered does not match with your bank or credit card company. Please add another billing method or contact your issuing bank.

I checked with my bank, they said everything is ok. I got even message in the app in the detail of the transaction that upwork checked my card and now the card can be used. From upwork I recieved confirmation email that my card was added, but when i look at my payment method there is no card added.

So i try to add my card again and then it doest let me and sais the same message again..

I went throug 6 pages here and havent found a working solution.

Please help. 
What could be the causes and how to solve them? 

Hi Simon,

 

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

~ Luiggi
Upwork
hamma11
Community Member

Hi team,

 

I am trying to add a card in my Upwork account, but fails to get added and errors out with the message "We are unable to authorize your card as the billing details you entered does not match with your bank or credit card company. Please add another billing method or contact your issuing bank."

 

It is worth mentioning that in my email, I am getting the emails that this card has been added into my Upwork account, but in frontend I am getting the above error.

 

And it is the card I am using in at least 3 other big platforms successfully.

 

Can you help?

 

Thanks

Hi Hammad,

 

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

~ Luiggi
Upwork
Latest Articles
Featured Topics
Learning Paths