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Gemuel's avatar
Gemuel C Community Member

Unable to Buy Connects

Hello, I am facing a problem when trying to buy connects. I already added my card and after this there is a fee/charge deducted on my account. Now when I try to proceed on my payment on buying connects, there is an error "recent charge failed".

A fee/charge has already been deducted on my account so what is this error? I have already tried contact support which is basically just an AI (cant even talk with a real agent), and it says that this charge is deducted to verify my card and should also be returned. It was already deducted on my account so this should mean that verfication or authorization is successful. 

 

I would be glad to hear from you guys!

ACCEPTED SOLUTION
Pradeep's avatar
Pradeep H Retired Team Member

Hi Gemuel,

 

Thank you for your message. I am sorry to hear about the trouble while purchasing Connects. 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 Support' button on the Contact Support page.

 

- Pradeep 

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2,131 REPLIES 2,131
Joseph's avatar
Joseph M Community Member

Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.

Joanne's avatar
Joanne P Retired Team Member

Hi Joseph,

 

I looked at the transaction, but unfortunately, it was declined. For decline errors, we recommend that you contact your card-issuing bank so that they can check on the specific decline error and assist you with it. 

~ Joanne
Upwork
Mariano's avatar
Mariano A Community Member

Hello Upwork Team,

 

I’ve tried several times using three different credit cards and PayPal to purchase connects, but the system keeps saying that the payment is rejected by the establishment. The chat support is only AI, and it hasn’t been helpful. Could someone assist me, please?

Additionally, I recently registered and haven’t received my free connects.

 

Thank you in advance.

Ronna's avatar
Ronna P Retired Team Member

Hi Mariano,

 

Thank you for your message. 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
Duc Nguyen's avatar
Duc Nguyen L Community Member

I am also facing this problem.
I added my bank but can't buy connects.
How can I fix this?

Ronna's avatar
Ronna P Retired Team Member

Hi Duc,

 

Thank you for your message. 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
Mikaela Mariz's avatar
Mikaela Mariz L Community Member

I need help to buy connects, all payment methods are declined including paypal. 

Mikaela Mariz's avatar
Mikaela Mariz L Community Member

Hi, can you also helped me? It has been 2 weeks and I still can't buy connects. All payment methods are declined, I already called my banks and everything should be good. PLS HELP ASAP. 

Ivygail's avatar
Ivygail J Retired Team Member

Hello Mikaela,

 

I have shared your concern with our team and one of our agents will reach out to you directly via a support ticket to provide you with the necessary assistance. You can access your ticket on this page.

 

~Ivy
Angel Augusto's avatar
Angel Augusto M Community Member

Hi, i need to contact support for let me add my payment method, the method get problems including if both names in my account and the method are the same, i really need to ontact support because i need to buy connects

Ivygail's avatar
Ivygail J Retired Team Member

Hi Angel, 

 

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
Muhammad Ali's avatar
Muhammad Ali H Community Member

Hi, I recently opened a locked bank account to purchase Connects on Upwork. However, when I try to attach it to my Upwork account and buy Connects, the money is deducted for a few seconds before being returned with an error message. Can you please advise on what to do? I'm eager to start sending proposals on Upwork.

Muhammad Ali's avatar
Muhammad Ali H Community Member

I have tried different cards and everything but nothing works.

Ivygail's avatar
Ivygail J Retired Team Member

Hi Muhammad, 

 

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
Shanza's avatar
Shanza S Community Member

Hi upwork community , I'm facing a problem while buying connects . I have alredy succesfuly added "nayapay virtual card" as a  primary billing method . but when i click "Buy connects " the message shows on the screen "Recent charge failed" . what should i do now. kindly help me

Hamza's avatar
Hamza G Community Member

Hi Shanza S,

Kindly clear site data & cookies of your browser or change the browser if it don't work, you can login upwork on phone and try to buy connects there, Hopefully it will work for you

Ivygail's avatar
Ivygail J Retired Team Member

Hello Shanza,

 

I have shared your concern with our team. One of our agents will reach out to you directly via a support ticket to provide you with the necessary assistance, and you can access your ticket on this page.

 

~Ivy
Shanza's avatar
Shanza S Community Member

Thanks for your help . my issue has been resolved . thanks

Tariq's avatar
Tariq A Community Member

I'm facing an Issue with Buying Connects, when I click on Purchase Connects a certain amount is deducted, and after a few seconds amount back to my account. I also changed several cards and all cards support international transactions I also cleared the cache but nothing changed. kindly fix my issue as far as possible  

William T's avatar
William T C Community Member

Click the above Support link and submit there.

Ivygail's avatar
Ivygail J Retired Team Member

Hi Tariq,

 

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
Jule Samuel's avatar
Jule Samuel T Community Member

Dear Upwork Support Team,
I hope this message finds you well.
I am writing to bring to your attention an issue I encountered with a recent purchase on my Upwork account. On [insert date], I was charged $15 for a "Buy Connects" transaction, which should have provided me with 100 Connects. However, as of now, my account has not been credited with these Connects.
Here are the details of the transaction:
Amount Charged: $15
Transaction Date: 09/09/2024
Transaction ID: (334141725841115)   (731408940)
I have double-checked my Connects balance and it does not reflect the addition of the 100 Connects that I paid for. I kindly request your assistance in resolving this matter and ensuring that the purchased Connects are credited to my account.
Please let me know if you require any further information or if there are any additional steps I need to take to expedite this process.
Thank you very much for your attention to this matter. I look forward to your prompt response.
Best regards,

Tro Opong Ebenezer Jules Samuel
 Software Developer


WhatsApp Image 2024-09-09 at 00.36.08_5bacab14.jpgWhatsApp Image 2024-09-09 at 00.36.09_b874cc8b.jpg

Joanne's avatar
Joanne P Retired Team Member

Hi Jule Samuel,

 

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
Vitalii's avatar
Vitalii S Community Member

Dear Upwork Support Team!

 

I hope my posting will find you well.

 

I joined to this platform few days agao, and I tried to purchase connects to bid.

However, I failed continousely.

I thought it might my problem, and tried to connect different payment cards.

But no succeeded.

 

Please fix my problem.

Thank you and I look forward to fixing my problem.

 

Sincerely Yours,

Vitalii S

Joanne's avatar
Joanne P Retired Team Member

Hi Vitalii,

 

I've requested the assistance of our team. One of our agents will assist you directly via a support ticket and assist you further.

~ Joanne
Upwork