Unable to add/use payment method

[#1]

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

[#2]

I'm attempting to fund my escrow to start a new project. However, because I have a daily spending limit on my company credit card, it rejected the payment.

To work around this, I set up milestones so I can add equal installments of smaller values that I can pay via credit card. But now it won't charge my card! I'm not finding any support on the customer chat.

What can I do to lift this? 

[#3]

Hi Benjamin,

Generally, this happens when the bank keeps declining transactions you're attempting on your card. In this case, we recommend contacting your card-issuing bank for more information about the charge decline.

However, I took a closer look and confirmed that you were able to send a request to fund a project using your credit card. Looks like you're all set! Let us know if you need further assistance.

[#4]

Hello, hoping someone at Upwork will see this, since customer support seems to be non-existent, with a java void() link for the customer support chat link.

Trying to pay for two separate freelancers, but the payment portal tells me payment was declined... on three different credit card issuers.  Now, the interesting part is, the credit card issuers all show the amount taken out, in a "pending" status. Issue opn upwork's credit card processor end?  Issue on upwork's end? 

[#5]

Hi Andrew,

I looked closely, and It appears your bank is declining the transaction you're trying to process. Please get in touch with your card-issuing bank for more information about the specific charge decline. If the issue persists after you've contacted them, please let us know, and we'll be happy to assist you further.

[#6]

My "bank(s)" are not declining the transactions.  Three different credit card issuers (different "banks") can't all have the same problem. During the time of my OP, two out of the three were showing pending returns for the charged amount.  That means for some reason, your credit card processor NOT MY BANKS is having issues. I've alreadys poken with my CC issuers for the three cards I tried to use.  Every one of them showed a transaction was initiated.

Then, almost instantly, two of the three showed pending returns (credits) for the upwork charges.  THAT MEANES UPWORK'S CREDIT CARD PROCESSING COMPANY IS/WAS HAVING ISSUES. 

As of this evening my time, the Chase as well as Capital one cards I used, are not showing the pending returns because they have been completed.  American Express still shows the transaction as "Pending".  So no, it's not mine (and apparently, some other users') bank(s). It's an issue on upwork's end. Simple as. I paid a couple of freelancers on peopleperhour dot com and those transactions went through just fine.

**Edited for Community Guidelines**

[#7]

Hi Andrew,

Thank you for reaching out to us. 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 

[#8]

Thank you. Curious to see who they try to pin the blame on.  😉

[#9]

hi can someone please help with this i'm trying to pay a freelancer
and i keep getting this error after having tried two different cards
bank checked for approval but it's still not working?

[#10]

Hi Tal,

I looked closely, and It appears your bank is declining the transaction you're trying to process. Please get in touch with your card-issuing bank for more information about the specific charge decline. If the issue persists after you've contacted them, please let us know, and we'll be happy to assist you further.

[#11]

Hello! Upwork tried to charge my account for work and it seems the transaction did not go through and my account has been suspended. I have paid the due amount in the meantime, however my account still remains suspended. This is frustrating especially as I was looking for the option to submit a ticket or speak to someone about it. It is frustrating that it takes hours of scrolling and research to just get to submit a ticket. Please look into this as soon as possible as my account still remains suspended, although there is no more payment due. 

[#12]

Marin,

Click the above Support link for assistance.

[#13]

The "Support" option only gives whatever blogs and information there is out there but no direct option to submit a ticket to other support team? A bit appalling for one of the biggest platforms out there? 

[#14]

Hi Marin,

I'm sorry to learn about this experience. I see that you've contacted our support team via chat, and a support ticket has been raised with your account status concern. I can also confirm that your case has been handled accordingly, and your account's limitation has now been lifted.

Looks like you're all set! Let us know if you need further assistance.

[#15]

How do I get someone who's not a bot to have a look at my account? I saw this notification banner starting Monday. It seems my card was declined. I've since updated both the primary and backup credit card, however the banner is still there and my contractors are unable to submit hours. 

I've attemped to go to the support page and "start a chat", but that bot takes me in circles, asking me to try the same thing over and over again ("add a new credit card and pay down your balance" -- which I've done multiple times now).

I cannot find a way to get a human in the loop so they can look at my account, because I've followed all directions and nothing has worked. Please help soon! I know this is the community board, but I'm hoping someone here can forward my plea to a support person. 

Thank you.

[#16]

Hi Brian,

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 with further assistance in clearing the issue with your financial account.

[#17]

I cannot add a credit card to billing method on my account.  The screen spins then times out.  Tried Safari on Mac and Edge on Windows.

[#18]

Hi Simon,

I am sorry to hear about the trouble while adding a billing method to your Upwork account. 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

[#19]

Almost 4 days later, and still no resolution for the same issue... support ticket and all... 

You all DO know that you have competitors, right?

[#20]

Hi Alex,

We're sorry for the delays in getting back to you. I have followed up with the relevant team handling your ticket. Kindly allow them time to review your case. Someone from the team will update your ticket and assist you further. 

[#21]

Hello.  I am a client and since last week have been having trouble with Upwork accepting my payment.  The card on file was denied due to unavailable funds but that has been retrified.  As instructed by Upwork support, I contacted my bank to remove the block from the card.  I've went in to update the card, also instructed by Upwork support, but Upwork is still blocking the card although my bank has released it.  I can't get any help from support as I've been trying to get this resolved all week.  I need to pay my caller and get us back to working our project.  Need help!

[#22]

Hi Belinda,

I can also see that you've been coordinating with the appropriate team for your case via a support ticket. I understand the urgency of your concern as to why you want this issue resolved as soon as possible.

I've submitted a follow-up to the team handling your case to give it the attention it deserves. Please expect an update on your ticket and email momentarily. We thank you for your patience and utmost understanding.

[#23]

Thank you Arjay for responding. I did get an email Friday saying that support will be doing a manual withdrawal.  How long will that take to be completed?  I haven't been able to continue my project with my caller since last week.  

[#24]

Hi Upwork

I'm a client and my payment doesn't work. Whenever I trieded to pay, upwork refunded it and I can't pay.

for first contract, payment worked well, but from next payment, upwork doesn't work for payment.
payment page also has bug.

I hope upwork resolves this problem.

Thanks

[#25]

Hi Vanessa,

I'm sorry if you're having difficulties processing payments on your account. I see that you've reached out to our support team and raised a ticket about this experience. Please allow our team 24-48 hours and you will get an update on that ticket once your case is thoroughly reviewed.

[#26]

Hello,

My name is Annie Anderson, and I'm reaching out regarding an issue I've encountered on Upwork. I am in need of hiring a freelancer urgently for a project, however, I'm encountering difficulties initiating the contract due to a card issue.

Every time I attempt to proceed with the "Fund Contract and Hire" action, a pop-up notification appears stating: "Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.

Given the urgency of the project I'm undertaking, I am eager to resolve this matter promptly. Could you please advise on the steps I should take to rectify this issue?

Best regards,

Annie

**Edited for Community Guidelines**