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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
Ivygail's avatar
Ivygail J Retired Team Member

Hello Ruslan,

 

 I checked your account, and I see that a ticket has been raised and our assigned team is already reviewing your case. I’d like to assure you that one of our agents will reach out to you soon to further assist. Feel free to reach out to them through the same support ticket if you have any more questions. You can access your ticket on this page.

 

~Ivy
Vivek's avatar
Vivek S Community Member

i am trying to buy connects , but alway says that recent charge fail. i had tried my many cards for making payment

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Vivek,

 

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

Mahmudul's avatar
Mahmudul A Community Member

Hi Upwork Support Team,

I recently subscribed to the Freelancer Plus plan and purchased Connects (choose one) but have not received the one-time bonus of 50 Connects. Could you please assist me in resolving this issue?

Thank you for your help.

Best regards,
Mahmudul

https://www.upwork.com/freelancers/~01b8a2be756c186622?mp_source=share

Pradeep's avatar
Pradeep H Retired Team Member

Hi Mahmudul,

 

I checked and can confirm that your account is currently on the Freelancer Basic plan. I haven't found any records of transactions related to an upgrade to the Freelancer Plus membership. Can you kindly confirm if you are referring to the same account from which you are posting?

 

- Pradeep

Mayeem's avatar
Mayeem S Community Member

 Hi, i have an issue with in purchasing connects on upwork. Whenever i makw an attempt to make a purchase am always told recent charge failed. can u rectify this problem for me.thank you

Pradeep's avatar
Pradeep H Retired Team Member

Hi Mayeem,

 

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 

Muhammad's avatar
Muhammad U Community Member

Hi, it's been a week already since I bought connects, there was double transaction but I didn't receive connects for that yet. There isn't any kind of notification update as well. What's the solution?

Pradeep's avatar
Pradeep H Retired Team Member

Hi Muhammad,

 

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 

Muhammad's avatar
Muhammad U Community Member

Hi,
I did not find the answers to my problems yet. Kindly sort out the issue
ASAP.
Regards
Joanne's avatar
Joanne P Retired Team Member

Hi Muhammad,

 

I can confirm that your concern was escalated and is now being handled by the correct team. Please allow time for the team to complete their review. If you have any questions in the meantime, please feel free to post them in your ticket and one of the agents will be happy to assist you further.

~ Joanne
Upwork
Emiliano's avatar
Emiliano O Community Member

Hi!

Same problem here. I tried to buy connects like 3 or 4 times because it was showing up an error message when i try to buy, but now i see that my bank account was charged but still not showing connects on my account..

Pradeep's avatar
Pradeep H Retired Team Member

Hi Emiliano,

 

I am sorry to hear about the trouble purchasing Connects. 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 

Abu's avatar
Abu B Community Member

Hello,

My name is Abu Bakar, and I am experiencing an issue with purchasing Connects on Upwork. Last month, I successfully purchased Connects using the same cards I am trying to use now, but recently, every attempt to buy Connects has failed.

I have contacted customer support multiple times, but the responses have been disappointing. Each time, I am told that my card details or address are correct, even though I have used these same details before. What's more, the payment is deducted from my account initially but then gets reversed after some time.

I have also spoken with my bank, and they have confirmed that there are no issues with my account—everything is open and functioning correctly.

Could you please help resolve this issue? I would appreciate your assistance in ensuring that I can purchase Connects without further problems.

Thank you for your time and support.

Best regards,
Abu Bakar

 

**Edited for Community Guidelines**

 

 

Mensur's avatar
Mensur S Community Member

same problem facing here, i look forward if you got valuable response from one of the community members .

Pradeep's avatar
Pradeep H Retired Team Member

Hi Mensur,

 

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 

Pradeep's avatar
Pradeep H Retired Team Member

Hi Abu,

 

I am sorry to hear about the issue you faced while buying Connects and your experience with the support team. I checked the support ticket you mentioned and can confirm that our team of experts has already investigated your issue. Please don't hesitate to follow up with them on the same support ticket if you have additional questions 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

Abu's avatar
Abu B Community Member

They provide the same things they said"

c53c7b28_0-1725727538429.png

Please give me solution I am so upset because even i used this cards from when I purchased first time
please solve it

 

Abu's avatar
Abu B Community Member

See again decline my details are correct:

c53c7b28_1-1725727708873.png

 

Ivan's avatar
Ivan K Community Member

Hello.
I face issue with connects.
I can't buy them, but my bank is beeing charged and then sent money back

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Ivan,

 

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

~ Luiggi
Sam's avatar
Sam I Community Member

Hello, Gemuel, thanks for sharing this issue! I have same, hope support will help me too. Can't buy connections at all. Balance of card is full and card registred with my name but still fail

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Sam,

 

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

~ Luiggi
Timo's avatar
Timo R Community Member

Hello, support agents, have same problem, hope to solve it. Can't use paypal for buying connections, showing "Something went wrong on our side" error. Please fix it, thanks

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Timo,

 

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

~ Luiggi