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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 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.

 

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
5e4784c2
Community Member

When I try to hire a person I get an error: "Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support."  

The bank responded that payments are being sent but the recipient cannot accept it and the payment is being returned (cancelled). Tried several cards, same result. 
can someone help me please?

Hi Ivan,

 

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

~ Joanne
Upwork
85975be3
Community Member

Mam, I have the same issue. Kindly help me regarding the issue. I have add the payoneer account details twice but both time they say me inactive.

Hi Afaq,

 

Thank you for reaching out. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. 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

Hi Pradeep,

 

Thanks for your kind respond. Sir, last time i do the same and raised a support ticket and an Upwork support staff member come to me for this concern and told me that we will look into this for you. I waited for few days but they not respond.

I do the same 2nd time and the same staff came and happen the same as last time i do. 

 

Now i again raised a ticket, a staff member came and told me that we will look into this for you. Hope this time they helped me well. 

 

Thank you so much

Afaq

d5fdf8f4
Community Member

I want to hire a freelancer for my work but after i select a suitable freelancer and go to the billing method i inserted my card details and still it gives an error and i cant proceed in that step. please help me with this issue. 

 

**Edited for Community Guidelines**

Hi Aslam,

 

I'm sorry to hear that your payment wasn't going through. In general, this happens when the transactions you’re attempting on your card keep being declined by the bank. Kindly contact your card-issuing bank to inquire about the specific charge decline. If the issue persists afterward, we'll be happy to assist.


~ AJ
Upwork
64aa1cc7
Community Member

Im trying to contact support, but Bot constantly redirects me to opened request. Please reply it

Hi Dmitri,

 

I'm sorry if you're not getting support or an update on your ticket sooner. I can confirm there's no restriction, so that you can use your account as usual. Please let us know more about your concern and why you need to contact our support team; we'll look into that for you.

 

~ Arjay
Upwork
64aa1cc7
Community Member

Im recieving this warning messaage when im trying to fund milestone (see attachement)
Bank says there is not issues with my card, how can i solve it?Screen Shot 2023-11-17 at 08.46.29.png

Hi Dmitrii,

 

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

~ Joanne
Upwork

same thing happened to me and now I can't fund and send payment to the freelancer.

Ho Jordan,

 

Thank you for reaching out and reporting this. I'm sorry to hear that your payment wasn't going through. 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
3c1072c6
Community Member

Hey my credit card did get accepted, but each time the payment gets through it gets canceled again?
I can see in my credit card history that it got charged, but it seemed to be declined on your end 5 times so far and I get the message to change my card. Tried two PayPal accounts which are connected to other bank accounts, but those are getting declined by the automatic system. Not quite sure what else I can do 😥

Hi Bjoern,

 

Thank you for reaching out and reporting this. I'm sorry to hear that your payment wasn't going through. In general, this happens when the transactions you’re attempting on your card keep being declined by the bank. 

 

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
3c1072c6
Community Member

Hey Arjay,
the bank didnt decline the payment, but it wasnt accepted on your side they told me.
Like I said also the additional payment methods I tried connecting didnt work, even tho it was paypal and connected to different bankaccounts.
-Björn

Thank you for your response and confirmation, Bjoern,

 

I've shared your report with our support team and raised a ticket to give your concern the attention it deserves. One of the team members will contact you on this page with more information and further assistance.

 

~ Arjay
Upwork
85975be3
Community Member

Hi All,

 

I am still facing the issue of Payoneer account inactive on my upwork account. I have ALSO contacted payoneer Support and they ask for Payee ID, When i provide then he told me that your Upwork is active funding sources from our side.

 

Kindly help me regarding this issue and i will be thankful.

Thanks

4c501755
Community Member

Hi, I have attached my debit card, and it was successfully attached to my account, but when I try to pay the freelancer, it shows the error " We couldn't charge the billing method" or " Recent charge failed". Why is it happening? Please help! 

Hi Rabbia,

 

Thank you for reaching out to us. I checked and 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. Additionally, please contact your card-issuing bank for more information about the specific charge decline.

~ Nikola
Upwork
c885d4bc
Community Member

I have also tried 5 different payment methods. all to no avail. I do not believe that it is a bank issue...

Hi Conan, 

 

I checked and it looks like you already communicated with our team via a support ticket. Could you please clarify if you need further assistance? 

~ Nikola
Upwork
c885d4bc
Community Member

i do still need assistance, it has been a more than a day now that I have been unable to make a payment. this needs to be fixed. please reach out to me when you have any news.

c885d4bc
Community Member

i want to add, that i have since spoken to 3 more customer service individuals and tried 5 more payment methods.

 

none of which have worked

Hi Conan,

 

I'm sorry you're still having trouble making a payment. Please keep coordinating with the team via the support ticket you already have with them; they'll continue to assist you further. 

~ Luiggi
Upwork

Hi Conan, have you found the solution? As I've got the same issue

0a6144f0
Community Member

Some strange things are happening  with my payment. I can not hire a frelancer, and i`m getting an error "Sorry, we couldn't charge the billing method you selected. Please try a different one". I tried adding other  bank cards, but the result is the same. I have contacted my local bank, but they said that canceling of payment happens on the Upwork side. Money are withdrawn from my account but then Upwork sends them back and dispaying me this error. Please advice  

Hi Sophie,

 

Thank you for reaching out, and I'm sorry if you're having trouble processing payments through your billing method on file. In general, 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.

 

Looking forward to your confirmation.

 

~ Arjay
Upwork

Hi, did you find the solution as I got the same issue?

b98e9c8f
Community Member

I am receiving the error "Sorry, we couldn't charge the billing method you selected. Please try a different one".

It's weird, because it worked earlier today multiple times. tried using cards from two different banks and both confirmed that it should work and there is no block on their end. One of them detected it as fraud, and I authorized Upwork - they told me going forward it shouldn't be an issue. Still didn't work. Tried the other bank, they didn't even detect it as fraud and it still didn't work there either. Both banks advise it should work.

 

Can someone please help? The issue has to be on Upwork's side.

EDIT: I have also tried it on Paypal, still not accepted. The payment was through Paypal itself, using money on the account (not through a bank). Stilll didn't work.

Did you find a solution?

ab4ab7b5
Community Member

Dears,

 

I have  a stucking problem , HSBC usualy cheks with the customers when they do the first payment, Yesterday I made a payment with  Card and went ok, because HSBC puts hold on the card and I didn't reply to their mobile call, Upwork disables my account and said it will take two days which is strange and long period. 

 

I called the Bank and it is ok, and returned to my upwork account and said wait an email which didn't arrive till now (2 Hours after my trila) to send me ID to check the credit card.

 

I tried to get support and send my ID to accelerate the solution but I got shocked, There is no communcation way to them except that AI which answerd I don't have a solution for your problem.

 

Canany body from upwork help me , by giving me an email to attach my ID to solve the issue and not to wait two business days.

Best regards

Mohamed Elshandidy

Mostafa Elshandidy

 

 

 

 

 

Hi Mohamed,

 

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


~ AJ
Upwork
adb51a06
Community Member

Hello!
I have a problem - from one device (laptop) I can hire an employee and the payment will go through, the card is suitable.

From another laptop in the same account I get an error when hiring a person (attaching a photo)

How can I fix this?

 

**Edited for Community Guidelines**

Hi Alex, 

 

Thank you for reaching out to us. I shared your report with our team and one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page.

 

~ Nikola
Upwork
296ce17a
Community Member

I had an issue when I tried to hire a freelancer. Money was deducted, an error occurred, and then the money was refunded. I tried again, but encountered the same error. I decided to remove and add a new payment method, but the money was not refunded this time. I tried again, but the money still wasn't refunded.

 

**Edited for Community Guidelines**

The most interesting thing is that when I tried to create a support ticket, the page just loaded blank.
https://support.upwork.com/hc/en-us/requests/new?ticket_form_id=3964

Same issue here. Couldn't fund new milestone.

Hi Denys and Xingchi,

 

I checked and confirmed that these transactions you're trying to process have been declined. In general, this happens when the transactions you’re attempting on your card keep being declined by the bank. Kindly contact your card-issuing bank to inquire about the specific charge decline. If the issue persists afterward, we'll be happy to assist. 

 

We look forward to your confirmation.

 

~ Arjay
Upwork
296ce17a
Community Member

When the payment was made, there were no errors, the funds were deducted from the account and are now awaiting confirmation of payment from the recipient, i.e. from Upwork, as the payment is not made through a terminal, so the funds first go into reserve.

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