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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
Luiggi's avatar
Luiggi R Retiring Moderator

Hi Eloi,

 

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

~ Luiggi
Brigitte's avatar
Brigitte G Community Member

Hello,

 

I followed alll the steps on the Support page and always get taken to the 'Choose channel page' but there is never an option to contact upwork. It should not be this challenging to get in touch for assistance. I resolved the failed transaction and updated the billing method but it is not reflecting on my account. Could you kindly help?

Arjay's avatar
Arjay M Retired Team Member

Hi Brigitte,

 

Thank you for reaching out to us here in the Community. Since you have now updated the billing method and settled the outstanding balance, the team lifted the restriction on your account. You can now use your account as usual. You may check your ticket here to validate the actions taken on your account.

 

~ Arjay
Upwork
Walter's avatar
Walter H Community Member

I have been having troubles with billing for over a week at this point. UpWork continues to give me the same runaround instead of owning up to their processing issues. I have sufficient funds in ALL THREE cards I have tried to use. My banks removed ALL restrictions including International payments. TWO of the THREE BANKS said that UpWork is declining the transaction even BEFORE they are trying to process it. This has been a TERRIBLE EXPERIENCE. I receive the SAME RESPONSE FROM EVERY EMPLOYEE, instead of them actually trying to help. FIX THIS ISSUE UPWORK. It's a $85 bill...yet I spend thousands of dollars every day with the SAME cards that are declining.

Arjay's avatar
Arjay M Retired Team Member

Hi Walter,

 

I see that you've been in contact with the appropriate team via phone and a support ticket has been set up. Please continue coordinating with them through a single ticket here and they'll surely assist you accordingly. 

 

~ Arjay
Upwork
Jonathan's avatar
Jonathan A Community Member

When i started to hire some freelancer for my work post - i was asked if i want to add full amount of the fixed price 450$ and i choosed yes, after i accepet to charge my payment method and i received the follow error: 


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

However, I do see my card was charged for 475.45$ from Upwork-612796362REF
What can i do?!?!? 
It is unacceptable!

Arjay's avatar
Arjay M Retired Team Member

Hi Jonathan,

 

Thank you for reaching out and reporting this here in the Community. In general, that error message appears when the transactions you’re attempting on your card keep being declined by the bank. However, we appreciate you sharing these screenshots of the potential charges from Upwork.

 

I’ve immediately escalated your community post to a support ticket to give this the attention it deserves. One of our agents will be in touch with you soon here to assist.

 

~ Arjay
Upwork
Luis's avatar
Luis A Community Member

Same issue that everone here... 

Have been trying to pay bill for the past 14 days, already try all my  3 credit cards, 2 debits, 1 paypal acount, AMEX.
All transactions charged and then refunded 5 secounds later.
I have never in my life been with a compny where it's hard to pay. And all support/emals/ chats just gives the same reply. Please add another bill or payment method.
The freelancer that I hire just stop the project at all. (I do not blame him) But my project just got delay thanks for this.paypal.jpeg
upwork dont paying.png


Steeve's avatar
Steeve E Community Member

I keek having this message showing. I tried different cards. All the cards are working and there is money. 

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Steeve,

 

I can see that you were able to enter a billing method very recently. Can you confirm if you're still experiencing this issue?

~ Luiggi
Abdullah's avatar
Abdullah J Community Member

Hi!

 

I have been trying since last week but my billing method is not being active. I am not a freelancer. I am a client who wants to get work done but since upwork is not making my billing method active, my work is on hold.

 

What should I do?

Bryan's avatar
Bryan D Community Member

Hello,

You can contact Upwork support team.

I believe they are in the best position to help you.

Thank you.

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Abdullah,

 

I'm sorry you're having trouble with your billing method. I can see that you've already raised a ticket regarding your concern; kindly allow 24-48 hours for the team to respond to you and assist you further.

~ Luiggi
Lauri's avatar
Lauri E Community Member

Hi people from Upwork, 

My 3 different cards got declined and I checked with the bank and there is not any problems from the bank side. 

I have contacted your support for 2 times and the only answer is to contact the bank. 

Can you please fix this?

I cannot even find "get support" button anymore. You probably removed it. 


 

Steve's avatar
Steve S Community Member

We have two credit cards listed on our upwork account and for some reason we are not able to access our payment mehtods.

We only get this message: "Financial transactions for your company have been limited. Please check your email for additional information or 
contact customer support."

 

Can you please help us resolved this critical issue. 

Stephen Sherlock

Arjay's avatar
Arjay M Retired Team Member

Hi Steve,

 

I can see that you've contacted our support team and raised a ticket about your concern. Please allow our team time, and rest assured that you will get an update on your ticket here once your case is thoroughly reviewed. 

 

~ Arjay
Upwork
Steve's avatar
Steve S Community Member

##- This has already been done, both freelancers got paid -##
Sam's avatar
Sam S Community Member

What to do?!?!?

Arjay's avatar
Arjay M Retired Team Member

Hi Sam,

 

You may need to add an alternative payment method to your PayPal wallet to add your PayPal account as a payment method on Upwork, as the transaction cannot be completed from our end. Once you've added an alternative payment method, please let us know if the issue continues.
 
To check which payment source failed on your PayPal account, follow these steps:
 
  • Log into your PayPal account and go to "Settings."
  • Go to the "Payments" tab and click "Manage automatic payments."
  • Click on the billing agreement associated with "Upwork Escrow Inc."
  • Scroll to the bottom of the page and check what funding source is your backup.
  • Update the backup source to a valid payment method and re-attempt the payment.
If the transaction fails again, the next step is to contact PayPal directly. Specifically, you'll want to talk to a PayPal Tier 2 agent and ask why your transaction to Upwork was declined.
 
~ Arjay
Upwork
Wayne's avatar
Wayne F Community Member

My payment is declined and there is nothing wrong with my credit card. Upwork keeps denying my ability to pay. 

Glicelle's avatar
Glicelle P Staff

Hi Wayne,

We’ve escalated your post to a support ticket where one of our agents can assist you further. Thank you for posting in the community!


~ Grace
SOLOMON's avatar
SOLOMON N Community Member

I am also facing the same issue. First payment went through, the others are being declined.

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Solomon,

 

I see that you've recently raised a support ticket regarding your concern. As soon as the next available agent gets your ticket in their queue, they'll contact you to assist you further.

~ Luiggi
SOLOMON's avatar
SOLOMON N Community Member

I am now being told, I am at risk of my account being temporarily suspended
due to the failed charge. What is really going on?
Luiggi's avatar
Luiggi R Retiring Moderator

Hi Solomon,

 

I'm sorry for any confusion that can cause you. The team that's working on your case will be getting back to you soon and continue assisting you. 

~ Luiggi