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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
Youssef Dardeer's avatar
Youssef Dardeer M Community Member

Hello PradeepH,

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

Best regards,
Youssef

Pakkeer's avatar
Pakkeer M Community Member

Dear Pradeep,

Thank you for your email

Thanks & best regards,
Mydeen

## Please type your reply above this line.
Mansi's avatar
Mansi B Community Member

hey, I have been trying to upgrade freelancer plus plan, but every time it shows error (Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support.) 

Please look into the matter and resolve it as soon as possible.

Joanne's avatar
Joanne P Retired Team Member

Hi Mansi,

 

I checked and saw that the transaction was declined. For declined transactions, it's best to contact your card-issuing bank so that they can look into the specific error. If you still need assistance after confirming, please let us know. We are here to help!

~ Joanne
Upwork
Hafiz's avatar
Hafiz A Community Member

I am attempting to purchase the Premium package for a month using my local bank card, but I am encountering 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.

Ivygail's avatar
Ivygail J Retired Team Member

Hello Hafiz,

 

I am sorry to hear about this. I checked and it looks like the charge on your credit card keeps getting declined. Please make sure your card is set up to make international payments and has sufficient funds on it to complete the funding. Please contact your card-issuing bank to confirm if they allow recurring transactions on your debit cards, as Upwork payments are classified as ‘recurring.’

 

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.

 

~Ivy
Arisqi's avatar
Arisqi S Community Member

why is my Card declined when I try to upgrade to the Plus membership plan it keeps reproducing the error "Sorry, something went wrong on our end. please refresh the age and try again...."?

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Arisqi,

 

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

~ Luiggi
Kamalpreet's avatar
Kamalpreet K Community Member

I tried to attach my MasterCard to the payment method but it showed unable to authorize your card again and again.
How can I resolve this issue?

 

please help me with this.

Joanne's avatar
Joanne P Retired Team Member

Hi Kamalpreet,

 

I checked and it looks like the transaction has been declined. Please contact your card-issuing bank so that they can look into the specific decline error. 

~ Joanne
Upwork
Azat's avatar
Azat O Community Member

When ı click Upgrade and pay button this error occur : 

Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer suppor
Joanne's avatar
Joanne P Retired Team Member

Hi Azat,

 

I checked and saw that the transaction had been declined. Please reach out to your card-issuing bank to confirm the decline error. 

~ Joanne
Upwork
Mohammad's avatar
Mohammad S Community Member

I am trying to Purchase Connects from my master card but its not working and it says "We are unable to authorize your card. Please add another billing method or contact your issuing bank."

 

can you please sort it out?

Joanne's avatar
Joanne P Retired Team Member

Hi Mohammad,

 

I checked your account, but you've removed your billing method on file. Can you please try adding it again after you contact your card-issuing bank to verify the specific decline error? 

~ Joanne
Upwork
Andrew's avatar
Andrew D Community Member

My credit card works everywhere else. I'm trying to use it to upgrade to Freelancer Plus. Please advise.

 

Error 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."

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Andrew,

 

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

~ Luiggi
Anthony's avatar
Anthony R Community Member

Hello,

 

I've been trying to upgrade from "Free" plan "Frelancer Plus", but all the payement are failing.

I've been trying wiht paypal and two differents Visa. None worked.

 

Everytime i get the same message "

Sorry, something went wrong on our end. Please refresh the page and try again. If this issue keeps happening, contact customer support."
 
Amount due is charged from my Paypal and instantly returned with the message: Message from Upwork: Escrow Inc. the payment is rejected

Why would the payment be rejected?
Ivygail's avatar
Ivygail J Retired Team Member

Hi Anthony,

 

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
Dhiraj's avatar
Dhiraj S Community Member

My country doesnot support any papal and international card transfer. I am asking for their bank account so that i can directly do account deposit but they are not giving me any details so can you please tell me the other payment methods so that I can buy connects.

Ivygail's avatar
Ivygail J Retired Team Member

Hello Dhiraj,

 

I am sorry to learn that your country does not support PayPal and international card transfers. When buying Connects, we always try to use any earnings balance you have in your Upwork account first. If the balance isn't enough to cover the full cost, we'll charge your billing method on file for the entire amount due. Therefore, you'll need to set up a billing method. Since you mentioned that PayPal and international card transfers are unavailable in your location, you can try adding a credit or prepaid card. For more details on adding a billing method, you can refer to this link.

 

~Ivy
Rana's avatar
Rana N Community Member

Hi

am facing same problem, unable to authorize your card.The bank officer said that everything is ok.Need help!

Pradeep's avatar
Pradeep H Retired Team Member

Hi Rana,

 

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 

Khagendra's avatar
Khagendra S Community Member

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.

 

 

Ronna's avatar
Ronna P Retired Team Member

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.

~Ronna
Thomas's avatar
Thomas B Community Member

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