Unable to add/use payment method

[hassanwaqar71]

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

[8d4d9252]

I'm trying to hire a freelancer, but can't make payment with paypal. When I fund with paypal, it keeps refunded. My paypal is fully verified. 

[ArjayM]

Hi Brandon,

I'm sorry you're having difficulties processing payments using PayPal. 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.

[1d903e12]

After struggling all day to pay my freelancer and submitting tickets out into this black void, I finally got a payment to process and then it immediately refunded the payment. This is madenning. All the useless chat bots send you into nonsensical and unhelpful repititive loops, I didn't realize this platform was so unreliable.

Wouldn't you expect payment to be simplest part of this process. How have I wasted 10 hours trying to pay for work that's already done and waiting. Looking through this feed I can see numerous people having the same issue with unhelpful copy paste answers over and over. If you guys dont know what's wrong then say it. The non answers all the mods are giving to this issue is beffudling me. You guys don't want your money either?

[JoanneP]

Hi Tangela,

We're sorry for the inconvenience this has caused you. We know how important it is that the payment transaction functions smoothly. Please know that we've requested the help of our support team. One of our agents will assist you directly via a support ticket to get this sorted as soon as possible. 

[6278b65e]

Error says 

"We found a problem with your primary billing method and to put it on hold. Update it now." Card has been updated multiple times, still showing the same error.

[JoanneP]

Hi Fred,

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.

[4d07c548]

Hello Upwork, why do I always fail to activate and fund the milestone? Credit card is working fine. But activate and fund always fails on Anyhire. Can you please help?

[ArjayM]

Hi Kate,

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.

[0f1b29dc]

I'm a client and have been unable to reach anyone from customer service for billing support. How can I contact Upwork support ASAP?

[ArjayM]

Hi Carole,

Thank you for reaching out to us, and I'm sorry you're having trouble contacting our support team. I escalated your billing concerns to our support team and raised a support ticket to give it the attention it deserves. One of the members will be in touch with you on this page to assist. Thank you!

[32b12288]

Hi,

I tried several times to add a payment card and always got the same response that there are already accounts with the same card (which is definitely not the case). I'd like to create a support ticket about it, as any chats I had just go in circles and don't help any further. But: How do you do that? I can't find any contact form or email address; the only contact option is the chat that I have tried at least 5 times, and that does not help at all.

[PradeepH]

Hi Nina,

I am sorry to hear about the trouble while adding a billing card and reaching our support team. 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 

[d5e50126]

I keep trying to hire someone for a contract but I keep receiving a payment error. 

The money was removed from my account and then returned a little later. 

I've tried with card details and again with my PayPal which is connected to a different card. In both instances, money was withdrawn but later returned. 

[JoanneP]

Hi Cassian,

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.

[khowaja_muhammad]

Dear Upwork Support Team,

I hope this message finds you well. I am writing to urgently address an issue regarding the billing status of my account, which is currently preventing a freelancer from accepting an offer I have extended.

I have recently sent an offer to a freelancer on Upwork, but unfortunately, she is unable to accept it. Upon contacting her, she informed me that she received a notification stating that my client account is on hold due to a billing issue.

To provide clarity, I want to emphasize that all the necessary funds have already been deducted from my billing method. Additionally, I have received an email confirmation from Upwork acknowledging the transaction.

This situation is causing a significant disruption to our workflow and hindering our ability to proceed with essential projects. Therefore, I kindly request your immediate assistance in resolving this matter at the earliest convenience.

If there are any outstanding actions required from my end to expedite the resolution process, please inform me promptly so that I can take the necessary steps.

Thank you for your attention to this urgent matter. I appreciate your prompt assistance in rectifying the billing issue and restoring normal functionality to my Upwork Client account.

Best regards,

Muhammad Ali Khowaja

[ArjayM]

Hi Muhammad Ali,

I can sense the urgency of your concern. However, I see that you've reached out to our support team and raised a ticket about your payment method concerns. Please allow our team time and you will get an update on this page once your case is thoroughly reviewed.

[5a1b2407]

My card is fine, can accept payments, and has the funds to pay

But upwork doesn't accept it

They don't accept paypal either

[ArjayM]

Hi Micah,

I checked your account and saw that the transaction has been declined. You may want to reach out to your card-issuing bank to check on the specific decline error. 

Let us know if you need further assistance afterward; we'll gladly assist.

[7b30e122]

I made the payment and  it was debited from my bank but not updated on the contract. The payment is not reflected in my Transaction history. What will I do?

[NikolaS]

Hi Jasmin,

Thank you for reaching out to us. I’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[7b30e122]

Hi,
I called the bank and canceled the payment. Then I tried to pay with the same card again. I came across this warning: 
"Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support."
Then, I tried with 3 different cards, but I still get the same warning. The limits of the cards I try to pay with are sufficient and international online shopping approvals are also open.

[7b30e122]

I tried again. Again the money was debited from my card but still the payment is not reflected in my Transaction history.

[7b30e122]

I wanted to hire for a talent. Payment was debited from my card, but my payment was not reflected in the transaction history and is not in the contract. This happened twice. Payment was withdrawn in two separate attempts, but on Upwork it seems as if I never made a payment. My job is urgent. What should I do?

First reference number 686726115

Second reference number 686873247

[LuiggiR]

Hi Jasmin,

I'm sorry to hear you are having trouble with this. I've notified the team handling your support ticket regarding this issue, and they will continue assisting you from there. 

[7b30e122]

 Yes, the team reached out to me and they wrote this: "Unfortunately, payments are being blocked due to security reasons and we cannot allow payments to be processed on your payment method. You can try to use a different payment method but it is unlikely that your new payment method will work. You can also sign up and join the Upwork Marketplace at Upwork.com as an alternate avenue for you to continue to work on your project with your freelancer without running into additional payment issues."

What do these mean? So, won't I be able to hire at Upwork? What is the reason? Also, how will I get back the money withdrawn from my card?