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Hassan's avatar
Hassan W Community Member

Unable to add/use payment method

Hi, Upwork can't accept my credit card for some reason, it keeps on declining it.

ACCEPTED SOLUTION
Joanne's avatar
Joanne P Retired Team Member

Hi Hassan

 

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, you can contact support by:

 

  1. Please visit Contact Support and click the ‘Chat with Upwork' button.
  2. Type a question or topic and select ‘Send’. The bot will find relevant Help articles for you.
  3. The chatbot will ask you to confirm if you need additional help. If you confirm that you need additional help, you will be asked to confirm the account type you need help with.
  4. From there, the support options available to you will be listed. Select either of the options to be able to contact the Upwork Support Team.

 

Update:

 

This thread has been closed from further replies due to its size. We appreciate your participation in the Community and welcome you to continue the conversation on this new thread.

 

Thank you!

~ Joanne
Upwork

View solution in original post

1,226 REPLIES 1,226
Arjay's avatar
Arjay M Retired Team Member

Hi Ngu,

 

Thank you for your response and confirmation. I've converted your post into a support ticket to give it the attention it deserves. Rest assured that one of our agents will be reaching out to you on this page with further assistance.

 

~ Arjay
Upwork
Hero's avatar
Hero F Community Member

First milestone payment went through no issue, second was unsuccessful with this error message: Sorry, something went wrong on our end. Please refresh the page and try again. 

I contacted support and followed EVERY suggestion; Deleted and readded card, refreshed the page, restarted my computer for connectivity issues, contacted our banking institution that relayed they had not flagged the payment, tried another card and got the same error. 

 

I am conviced the issue is on UpWorks end but supprt just tells me to jump through the same hoops. 

We are US based and our hiree is UAE based, I dont know if thats the issue but our compnay card is being used as we speak on other projects with no issue. 

 

Please, any information or assistance is greatly appreciated. 

 

We cannot afford to halt development and it isnt fair to our developer. 

Arjay's avatar
Arjay M Retired Team Member

Hi Hero,

 

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 here with further assistance.

 

~ Arjay
Upwork
Thang's avatar
Thang N Community Member

I can't make the payment with my card.

Andrea's avatar
Andrea G Community Manager

Hi Thang,

 

Thank you for reaching out. 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.

 

~Andrea
Jaber's avatar
Jaber S Community Member

my billig method was declined but payment was deducted from my account. plz find attached screen shot of my ban detail.

Arjay's avatar
Arjay M Retired Team Member

Hi Jaber,

 

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 here with further assistance.

 

~ Arjay
Upwork
Envision's avatar
Envision C Community Member

Hi. I tried to connect my paypal account to upwork but it says that it can not verify my account. I used the link provided to paypal but when I use it I get this message on paypal:  This article doesn't exist or has been unpublished.

I do not know what to do, please advise.

 

Thanks

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi there,

 

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
Khanghuy's avatar
Khanghuy L Community Member

Hi Annie,

Hope you could help me on this. Charged failed, not able to hire Freelance. Still, I was charged twice of the contract even though my contract is failed due to payment. Below you can see the money is literally withdrawn twice from my bank at the end even though the contract is failed.

Thanks

Brian

Br,

Arjay's avatar
Arjay M Retired Team Member

Hi Khanghuy,

 

Thank you for reaching out to us. It looks like the charge on your credit card keeps getting declined. Please ensure your card is set up to make international payments and has sufficient funds to complete the funding. Please get in touch with your card-issuing bank for more information about the specific charge decline.

 

I can also see that you've raised a ticket about your concern. Don't hesitate to update your ticket here if you have questions or need further assistance with the case. The team will surely assist you accordingly.

 

~ Arjay
Upwork
Islam's avatar
Islam N Community Member

Hey guys, I don't understand this. Yesterday it worked, today it says "Sorry, we couldn't charge the billing method you selected. Please try a different one." Could you please help me?

 

Arjay's avatar
Arjay M Retired Team Member

Hi Islam,

 

I checked your account and can confirm that the charge was declined on our end. Please check with your bank for more information on why the payment was declined. In the meantime, please use an alternative billing method to be able to fund your projects on Upwork.

 

~ Arjay
Upwork
Precious's avatar
Precious O Community Member

I've been having trouble with my billing method for a while now.
I've reached out to support but haven't heard back in four days.
I need help.

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Precious,

 

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
Simon's avatar
Simon A Community Member

Tried both Paypal and Visa, always tells me charge failed.

Pamela's avatar
Pamela W Community Member

 Because your profile is no longer available.  Likely deleted for violation of terms and conditions of Upwork?  

Simon's avatar
Simon A Community Member

I can still message people on the website, so I don't think it's deleted. For what reason should they delete it in the first place? I've done nothing except message people and now that I've found someone, I can't even hire them. 

Pamela's avatar
Pamela W Community Member

Simon, I have no idea why they would make your profile unavailable. Perhaps you don't meet the standards of Upwork's TOC.  Here's a screenshot when I attempt to view your profile.  

profile no longer available.png

Simon's avatar
Simon A Community Member

That is very weird, I can click on my own profile. Thanks for your input though.

Pamela's avatar
Pamela W Community Member

Simon, if you are a freelancer, you can't hire anyone. The client must hire you.  In addition, I note that you have no profile picture, so perhaps your profile settings are not completed to the satisfaction of Upwork.  Have you done an identity verification?  Uploaded documents required? Provided a verifiable address in your account?  You may still be able to see your profile, but no one else can until you have all the information required for your account to be valid submitted to Upwork. 

Arjay's avatar
Arjay M Retired Team Member

Hi Simon,

 

I checked your account, and your card-issuing bank has declined the transactions. You may contact your card-issuing bank for more information about the charge decline. You may also consider using a different Billing Method.

 

If you're still experiencing issues after checking with your bank, you may continue coordinating with our support team through the support ticket you've raised here. The team will surely assist you accordingly.

 

~ Arjay
Upwork
Xander's avatar
Xander T Community Member

I originally linked a debit card to pay freelancers for jobs; the first one or two worked fine, but then my bank put a hold on the card because it did not recognize the charges. I resolved the hold with my bank, but Upwork is still rejecting the charges. Additionally, I tried adding my CashApp card instead, but Upwork is now declining those charges as well. Please open all doors to allow me to make payments. 

Arjay's avatar
Arjay M Retired Team Member

Hi Xander,

 

I checked your account and can also confirm that the transactions have been declined. Generally, this happens when the bank keeps declining transactions you’re attempting on your card. Please get in touch with your card-issuing bank for more information about the specific charge decline. In the meantime, please use an alternative billing method to be able to fund your projects on Upwork.

 

~ Arjay
Upwork
Ronald's avatar
Ronald E Community Member

I have the same issue. Just got a replacement Mastercard but get this message unable to authorize your card. How can I resolve this problem?