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ยป Forums ยป Support ยป Re: Payment method decline on Upwork/ Can't h...
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hassanwaqar71
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
JoanneP
Moderator
Moderator

Hi Hassan

 

In general, this happens when the transactions youโ€™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 youโ€™re still experiencing issues after checking with your bank, you can contact support by:

 

  1. Please visit Contact Support and click the โ€˜Chat with Upwork' button.
  2. Type a question or topic and select โ€˜Sendโ€™. 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.
~ Joanne
Upwork

View solution in original post

1,182 REPLIES 1,182
c3c9eb4b
Community Member

Hello everyone, I tried hiring 2 freelancers multiple times and Upwork declined the charges. I do not know what is causing that. I even changed from credit to debit card, all to no avail.

 

Can someone from support help me?

 

Hi Eloi,

 

Thank you for reaching out to us. 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 for more information about the specific charge decline.

 

~ Arjay
Upwork
c3c9eb4b
Community Member

Hi Arjay,

 

I contacted my bank and they informed me they don't see anything wrong with my account on their end. I tried both my debit and credit card and non goes through but before my debit was working fine when hiring freelancers. Let me know if there is something else I can do to fix this.

 

~ Eloi

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
Upwork
d7e6b18f
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?

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
fc382d97
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.

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
6690da5e
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!

Hi Jonathan,

 

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

 

Iโ€™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
ccfd3d7b
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


steevelg
Community Member

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

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
Upwork
ce1418c3
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?

Hello,

You can contact Upwork support team.

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

Thank you.

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
Upwork
a911fe7b
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. 


 

a513b4bf
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

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
a513b4bf
Community Member

##- This has already been done, both freelancers got paid -##
50ab024f
Community Member

What to do?!?!?

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
9023a709
Community Member

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

Hi Wayne,

Weโ€™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

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

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
Upwork

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?

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
Upwork
4580e20d
Community Member

I'm a client and the freelancers can't approve my offer something wrong with my account how can I fix this issue 

Hi Lee,

 

I am sorry to hear about the trouble hiring a freelancer. Could you please tell us more about the issue faced by the freelancer?

 

- Pradeep

Upwork

i added a new card and its not going throw

Hi Lee,

 

I see that you've contacted our support team and generated a support ticket about your concern. Please allow our team time, and you will be getting an update on your ticket here once your case is thoroughly reviewed.

 

~ Arjay
Upwork
a1b70df6
Community Member

Customer Support Request #42188046

 

It's been 9 days ago now and I still don't have response from customer support.

"Financial transactions for your company have been limited. Please check your email for additional information or contact customer support."

 

I've added multiple payment methodes but every payment methode is declined.

 Please help me because I can't do business now.

 

**Edited for Community Guidelines**

 

Kind regards,

Vincent

 

Hi Vincent,

 

Thank you for reaching out to us. I see you've been communicating with the team about your case through that support ticket. I've also submitted a follow-up to give your case the attention it deserves. Please expect an update on your ticket here momentarily. 

 

~ Arjay
Upwork
a1b70df6
Community Member

Hello Arjay, thanks for your swift response.

From the support team still no updates/response. 

Please can you follow up again, this is very frustrating...

 

Kind regards

 

8b699b5b
Community Member

Billing method failed. connected credit card. balance is available. I tried to ask support team but when navigating to support page, blank is shown up.

Hi Herlon, 

 

Thank you for reaching out to us. Iโ€™ve escalated your community post to a support ticket. One of our agents will be in touch with you soon on this page to assist.

 

~ Arjay
Upwork
5980ea8a
Community Member

I am trying to activate and release funds for a 2nd milestone but I keep getting error message that the payment method is failing. It is the same credit card that was effectively used for the 1st milestone payment, it has credit and is valid. But still not working.

Hi Greg,

 

Thank you for reaching out to us. I can see that you opened a support ticket regarding this issue and are now being assisted by one of our agents. Please feel free to update the ticket should you have further questions or concerns.


~ AJ
Upwork
f8951091
Community Member

Hi!

My problem is initially payment method was verified and when i have to hire a freelancer and pay amount, my amount was deducted from my account along with an error 'Recent charge failed'. In short, i couldn't hire a freelancer yet.

 

**Edited for Community Guidelines**

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