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Senyo's avatar
Senyo A Community Member

Unable to add/use payment method

i am not able to pay for jobs with my visa card from Ghana. The final confirm and pay button remains grey and doesnt allow for payment to be made.

 

any help?

ACCEPTED SOLUTION
Andrea's avatar
Andrea G Community Manager

Hi all,

 

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.

 

~Andrea

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744 REPLIES 744
Juliee's avatar
Juliee Z Community Member

Hi  

I can’t add PayPal as a payment method for my account. This is the first time I use this PayPal account on Upwork. Please help me check it out.

c113a30e_0-1727232918090.png

 

Pradeep's avatar
Pradeep H Retired Team Member

Hi 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 

Emmanuel's avatar
Emmanuel E Community Member

I completely agree!!! It also takes ages to get a response from the Upwork tech support. This is holding up people's projects and negatively affecting business!

Jason's avatar
Jason P Community Member

I have attempted to resolve this issue multiple times, but I keep being directed to the community and academy, even after expressing my need for more assistance. This has been quite frustrating, as I am encountering an error when trying to purchase connects.

 

Error Message:
"Sorry, something went wrong on our end. Please refresh the page and try again. If this issue persists, please contact customer support."

 

Despite this, I notice that my card and/or PayPal account is still being charged by Upwork. I would greatly appreciate more direct support to resolve this matter. Thank you!

Nikola's avatar
Nikola S Retiring Moderator

Hi Jason,

 

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

~ Nikola
Iryna's avatar
Iryna T Community Member

Hello, Andrea
I can't find the way to contact the Upwork Support Team directly, I only found the AI chat which doesn't help me to resolve the issue, I need help from Upwork - here is my issue:
I have created a post, I have found an expert, I try to submit the payment for the post and get "Recent charge failed." error, and each time, the money tooks from my bank account, but they returns back again after a few minutes. I have contacted my bank support, and they confirmed that the issue is on upwork's side. Please help me to resolve the issue 😩 

**Edited for Community Guidelines**

Ronna's avatar
Ronna P Retired Team Member

Hi Iryna, 

Thank you for reaching out. This is Ronna, stepping in for Andrea. I checked and see that you currently have an open support ticket with the handling team. I have shared your post with them for follow-up. Please allow more time for our team to review your case. You will be notified of their response.

~Ronna
Oleksii's avatar
Oleksii T Community Member

I have the same problem with buying connects. No problem with bank. Please, HELP ME.

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Oleksii,

 

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

~ Luiggi
Oleh's avatar
Oleh Y Community Member

Hello, I have tried to use more than 5 cards and PayPal, but this problem has not disappeared, please help me find out the reasons and solve this situation

Ivygail's avatar
Ivygail J Retired Team Member

Hi Oleh, 

 

I 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.

 

~Ivy
Catho's avatar
Catho R Community Member

Hello, I have the same problem.It shows recent charge failed. I can'tfund for the freelancer i wanted to hire. How can this be fixed?

Ronna's avatar
Ronna P Retired Team Member

Hi Catho,

 

Thank you for sharing your concern. I would like to let you know that this can typically happen when the bank is not accepting the charge or the transaction is declined. It would be best to contact your bank or card issuer to check this for you, or you may also try using an alternate billing method. If the issue persists, please let us know so we can check this further. 

 

~Ronna
Chris's avatar
Chris R Community Member

I can only assume that if you think your 4 step method outlined above actually works, then you have never actually tried it.

Mohmad Arifur's avatar
Mohmad Arifur R Community Member

Hello, Upwork concerns,

 

Please view the attached image; it shows that my billing method is not active . Please note that I already opened a ticket with ID #46786833, where I mentioned the difficulties of Upwork ID verification issues with my national ID card & didn't get any reply from support. However, today I am seeing that the restriction on my account is no longer there, but my billing method shows that it is not active. As a result, I will not be able to buy extra connects to bid.I have already discussed this with my bank, & they are saying my card is active until 2025.Please activate my payment method.

 

Best Regards,

Arif

-  

Arjay's avatar
Arjay M Retired Team Member

Hi Mohmad Arifur,

 

I see you've contacted our support team and raised a ticket about your billing concerns. I can also confirm that it's been escalated to the appropriate team for further review. Please allow them 24-48 hours; you will surely get an update once it is done. 

 

We seek your patience and utmost understanding while we sort this out for you. Thank you!

 

~ Arjay
Upwork
Mohmad Arifur's avatar
Mohmad Arifur R Community Member

Hi,

 

Thank you pls solve the issue so that I can buy connects.

 

Best regards,

Arif

Renan's avatar
Renan S Community Member

Hello

I posted one job and tried to hire one freelancer

But upwork can not purchase the fund from my bank (I have contacted bank but bank said that the purchase is being canceled by upwork and card has enough money)

I changed my card but it is same

How can i solve it 

Please help me

Thanks

Pradeep's avatar
Pradeep H Retired Team Member

Hi Renan,

 

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 

Oluwatomisin's avatar
Oluwatomisin V Community Member

I am having making payment to freelance for the past 24 hours it keeps saying error I should contact support. This needs to be fixed ASAP 

Luiggi's avatar
Luiggi R Retiring Moderator

Hi Oluwatomisin,

 

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

~ Luiggi
David's avatar
David O Community Member

"We found a problem with your primary billing method and to put it on hold. Update it now.""

 

This message appeared to me when I tried to use a card that declined the payment, but then I added my PayPal account wich was accepted and is now my primary billing method. Even though, the problem sign persists, and I don't know why.

Could you, please, help me?

 

Thank you!

Nikola's avatar
Nikola S Retiring Moderator

Hi David,

 

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

~ Nikola
Othman's avatar
Othman Y Community Member

good day , 

itry to pay by paypal today its doesnot accept , i used before for meeting and its accept , i try my credit card  same problem every information is correct and i contact my bank and they say its not our side because every time you try to pay its refunded 

 

can some one help me 

MD's avatar
MD R Community Member

I can help you