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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.

 

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

Hi Taygun,

 

 I have requested the assistance of our team. One of our agents will reach out and assist you directly via a support ticket.

~ Joanne
Upwork
caf4289f
Community Member

there is emergency situation

Hello,

 

I havee been trying to make a payment since yesterda. I receive this error and fails all the time. 

 

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

 

I already tried other cards and contacted the bank. The bank says there is nothing work with my card and actually upwork charges me first and then cancels immediately afterwards so the payment does not through. It's just frusturationg and nothing seems to work.

 

Also, this is kinda emergency. Could you please help me with this issue?

Hi Taygun,

 

Thank you for the follow-up and for sharing this additional information. We understand the urgency of your concern and why you need this issue with your financial account resolved immediately.

 

I've also submitted a follow-up to the team handling your case to give your concerns the attention they deserve. Kindly expect an update on the ticket Joanne created here momentarily.

 

~ Arjay
Upwork
caf4289f
Community Member

I need to hire my freelancer asap

ff89c26f
Community Member

I have tried to pay the freelancer using various payment methods that do not have any issues with other web sites. Upwork accepts the payment method at first and continues with the transaction but after a couple of minutes the payment is refunded to the account. I have used "Deposit a lesser amount to cover the first milestone" option for the payment. And tried to pay for the first milestone. Also, the payment method that I had used now has "recent charge failed" written on it. I disabled the ad blocker. I used the website and the app but nothing has worked. I think this is a system issue since there is nothing wrong with the payment methods. Please help!

Hi Cansu,

 

I'm sorry you're having trouble with your billing method. Weโ€™ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

~ Luiggi
Upwork
e0527766
Community Member

I am trying to hire some people and for initial two people, I could successfully send offers. When I tried to send an offer to third person, the payment seems to have failed.

 

Specifically, the page was loading when I clicked Fund Contract & Hire, but did not move to the next page. The loading overlay just gets turned off and I am in the same page. When I try to send the offer again, then Upwork says that the previous transaction has failed: "Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support." When I check my card, I have a pending payment on my card. The pending payment disappears after a while. 

 

I have tried this many times with different cards and different browsers (Chrome, Safari). 

 

Note that I have used Ramp cards my company has issued. 

 

I have filed a support request regarding this issue but have not yet gotten back. 

 

Not sure what to do at this point. As the project I am working on is time-sensitive, I hope this gets resolved soon.

Hi John,

 

I am sorry to hear about the trouble with the billing method while initiating an offer. I checked your account and I see that you're already communicating with the relevant team via a support ticket regarding your concern and one of our team members is already assisting you. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. 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

Upwork
97c3030b
Community Member

Hi,

 

I have tried three different billing methods to fund a final milestone in a contract and they are all being rejected. My primary method is PayPal and it worked for the first milestone but not anymore.

 

Please help.

 

Shah

Hi Shah,

 

I am sorry your are facing such an inconvinience. use this methods and if they do not work contact paypals customer care. Dealing with payment issues can be tricky.

 

  1. Check PayPal Account: Log in to your PayPal account and make sure there are no issues, such as insufficient funds, expired cards, or any notifications from PayPal that might explain the rejection.

  2. Verify Billing Information: Double-check the billing information you entered on the platform. Ensure it matches the information on your PayPal account or other billing methods precisely.

  3. Contact Customer Support: Reach out to the customer support of the platform where you're facing issues. They might provide insights into the specific reason for the rejections and guide you on how to resolve them.

  4. Alternative Payment Method: If possible, consider using an alternative payment method. Sometimes, a different credit card or payment option might work where others fail.

  5. Payment Provider Assistance: If the problem persists, contact PayPal support directly. They can help you troubleshoot any issues on their end and provide guidance on resolving the problem.

 

~Eugene

Hi Shah,

 

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.

 

However, Iโ€™ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

 

~ Arjay
Upwork
52af1586
Community Member

HI, Its the 4th day. The support team reached out after 3 days and asked for information. I have provided all information required. My cards and payments work perfectly fine with other platforms, but only shows declined with Upwork. When i try to charge the card, my bank authorizes and approves the charge, but then upwork refunds it and last message received from Upwork states that transactions in my account is disabled. This is the 1st time i am using upwork, so far, i havent broken any policies or terms, then why is my account being disabled. 

 

Can you please have someone respond ASAP as i am kind of running behind for some work that i need your freelancers for. If this is going to take time, please be kind to reply the TAT its going to take to resolve this as i have seen in other comments where people have taken months to get something like this resolved

Hi Suketsu,

 

I can see that you already have an open ticket regarding this issue. One of our agents will update your ticket and assist you further.

~ Joanne
Upwork
0d81a9200392a5e0
Community Member

The payment method you submitted could not be authorized. Please try using another one or contact Customer Support.

 

I have already contacted my bank and they state that the issue Upwork is declining the payment.

Hi Marcus,

 

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

~ Luiggi
Upwork
4da8838d
Community Member

I have used 6 different cards and Upwork will not accept any of them. All European cards

Hi Joanne,

 

I'm sorry you're having difficulties setting up a contract with your cards as a billing method. Generally, this happens when the bank keeps declining transactions you're attempting on your card. Kindly contact your card-issuing bank to inquire about the specific charge decline. If the issue persists afterward, we'll be happy to assist.

 

~ Arjay
Upwork
75a50047
Community Member

Hi, 
I tried with PayPal account and Unicredit Bulbank Debit Card. In both cases when I try to hire a freelancer I'm getting  Recent charge failed, but the money aren't declined by the bank, as they are withdrawed from my bank account. The most annoying part is that I have to wait at least 1 day before my money are refund to my bank account.

 

Hi Adam,

 

I'm sorry if you're having difficulties processing a payment when hiring a freelancer. Please be aware that we only offer three billing methods and Debit Cards are not included.

 

We accept Credit Cards, PayPal, and Bank Accounts (ACH). If you have a verified PayPal account, you can also use PayPal as your billing method. To learn more about verifying and linking your PayPal account, go here.

 

For more details about these billing method options, you may visit this help article.

 

~ Arjay
Upwork
75a50047
Community Member

Hi, Arjay, 
My paypal account is verified, I linked my bank account to it, but the transaction failed 
and the following messages

Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support.
You already have this PayPal account on file. Please review your current payment methods.
 
13246dc2
Community Member

Hi,

 

I'm unable to fund a contract. 

 

1. Tried to create accounts with two banks, both times payments are authorized and later refunded by Upwork.

2. Unable to chat to any customer support, since an AI Chatbot is now used. The AI chatbot from Forethought is unfortunately unreliable and also provides incorrect answers. (Maybe Upwork should look into that, you will probably churn a few customers that way, or worse send them off the platform).

3. Tried to create a customer support ticket, no luck there either. I get redirected to an empty page where I cannot create any ticket. 

 

How can I solve this?

Cheers.

 

Hi Themba,

 

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

Upwork
64f1c91b
Community Member

We decided to advance our $600 payment plan with milestones. I entered the plan while sending the offer and the first mile Stone's money was withdrawn from my account. It was later reported that it was an error, but the money was still withdrawn. Even though we tried it with another card, we encountered the same error. We want our money back and our problem solved.

Hi Sefa,

 

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

~ Luiggi
Upwork
2dbb3214
Community Member

Hi,

 

so, I tried to hire someone. I tried (verified) PayPal, my German debit card, and my Georgian debit card and all led to the same result: First the payment is processed, then a couple of seconds later it gets refunded "on my request". Meanwhile Upwork just gets stuck and if I reload the page it says in red my payment method did not work, I should look for another or reach out to Customer Support.

 

I deleted and added them a couple of times, I also tried different addresses on my profile, but to no avail.

What can I do now?

Hi Felix Andrian,

 

I'm sorry you're having difficulties setting up a contract with your cards as a billing method. Generally, this happens when the bank keeps declining transactions you're attempting on your card. Kindly contact your card-issuing bank to inquire about the specific charge decline. If the issue persists afterward, we'll be happy to assist.

 

~ Arjay
Upwork
2dbb3214
Community Member

Hi Arjay, thanks for the reply!

Both the involved banks and Paypal processed the payment correctly, just Upwork triggered the refund.

Whatever it was, today it worked.

953cb190
Community Member

I tried paying an agency but payment keeps getting failed. I tried different payment methods and 4 different cards but the payment was still declined. Upwork deducts the payment but suddenly returns it. I HAVE CONTACTED BANK AT LEAST 6 TIMES But they say it is not our fault, upwork is returning or stopping payments. Does anyone have a solution or please suggest which bank card I should choose to pay as I'm in Pakistan? And also tell if there is any sanction towards Pakistani buyers.

Hi Muhammad Haziq,

 

Thank you for reaching out I'm sorry to learn that you're having trouble processing a payment for an agency. Generally, this happens when the transaction you're trying to process is being rejected or declined by your bank. We appreciate you proactively reaching out to your bank for assistance. 

 

However, I see that you've raised a couple of support tickets for our support team. Please allow them time and you will get an update on this page with further assistance once your case is thoroughly reviewed.

 

~ Arjay
Upwork
3863073e
Community Member

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? 

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.

 

~ Arjay
Upwork
dfea1559
Community Member

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? 

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.

 

~ Arjay
Upwork
dfea1559
Community Member

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**

 

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 

Upwork

Thank you. Curious to see who they try to pin the blame on.  ๐Ÿ˜‰

08d7af61
Community Member

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?

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.

 

~ Arjay
Upwork
d709d11b
Community Member

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. 

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