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Hassan's avatar
Hassan W 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
Joanne's avatar
Joanne P Retired Team Member

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
Sascha's avatar
Sascha S Community Member

Hello,

As i wrote the payment was NOT declined by PayPal. The payment was charged and instantly refunded by you:

21933b6c_0-1698615205921.png

I deleted the PayPal from my profile and added my CreditCard - the same happened. The amount was charged and instantly refunded by you

21933b6c_1-1698615277132.png

Maybe there's a problem with you Payment API... i have no idea. I've already created a ticket but if customers can't pay that is also bad for both of us.

Vasu's avatar
Vasu G Community Member

I am not able to create the contract as the payment is confirmed by the bank and card but then refunded back to the card itself. I have tried more than 5 different cards, but the issue still persists. I even tried using PayPal, but still no success. Please get this sorted ASAP, as it is affecting our work a lot.
Error: Sorry, we couldn't charge the billing method you selected. Please try a different one. If you still need help, contact customer support
We have contacted the support multiple times but they are not able to solve the issue. 

Arjay's avatar
Arjay M Retired Team Member

Hi Vasu,

 

I can sense the urgency of your concern and we certainly understand your situation. However, I see that you've already coordinated with the team via chat and confirmed that your case has been escalated to the appropriate team for further review. Kindly allow our team 24-48 hours and you will get an update on your ticket here once your case is thoroughly reviewed.

 

~ Arjay
Upwork
Sascha's avatar
Sascha S Community Member

Same here. Two credit cards and PayPal Account... charged and refunded instantly. No idea what their payment provider is making 🤔😭

Arjay's avatar
Arjay M Retired Team Member

Hi Sascha,

 

I'm sorry for the inconvenience of having this issue with your payment method. I see that you've been coordinating with the best team that can assist you with your concerns. We suggest you continue doing that so that the team can assist you accordingly and more efficiently. You may access your ticket on this page for updates.

 

~ Arjay
Upwork
Arthur's avatar
Arthur M Community Member

My company's account has an outstanding balance (the payment has been declined for some reason). We are trying to pay with both existing methods (2 valid cards with funds on them), we try to add a new card too, but every time we get a message:

"Unfortunately, we were unable to process your transaction. Your account is being reviewed. We may need to verify your identity information. Please check your email for the detailed next steps. If you don’t hear back within 2 business days, please contact us."

 

The email we received does not contain any "detailed next steps" other than "pay the outstanding balance", which we cannot do!

 

What can we do in that situation?

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Arthur,

 

Thank you for reaching out. I checked your account and it looks like our team has already reached out to you with instructions on how you can complete the verification. Please check your email or access your support tickets here. Kindly coordinate with our team so they can assist you further.


~ AJ
Upwork
Arthur's avatar
Arthur M Community Member

Hi AJ,

 

Thanks for your quick reply. Unfortunately, I don't see tickets other than the one that I created, which is in the status "we are currently looking into this for you". The emails I've been receiving are all suggesting to add a new payment method, which I cannot due as the account in under review...

Here's a copy of the steps from the email:

1. Please log into your Upwork account and click on "Settings"

2. Click on "Billing Methods" in the left-hand column

3. Add and verify your new billing method and mark the method as "Primary"

4. Once verified, click the "Pay Now" button at the top of the Billing Methods page

 

And here's a screenshot from "Add a billing method" form when I'm trying to add a new payment method:

5e656094_0-1698785477436.png

 

Arthur.

Arjay's avatar
Arjay M Retired Team Member

Hi Arthur,

 

I see that you were able to get in contact with our support team in an active ticket. I can confirm that your report has been forwarded to the appropriate team. Kindly expect an update on your ticket here once your case is thoroughly reviewed. 

 

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

 

~ Arjay
Upwork
Charity's avatar
Charity Q Community Member

I received an email that my credit card could not be charged. I contacted the bank and they responded that Upwork did not attempt a charge. I tried to resolve through the chat bot but it was not helpful and pointed me to contacting customer support in a way that did not lead to customer support. My credit card number is masked so I do not know if numbers were transposed, etc. Just need help. Thank you.

Malik's avatar
Malik A Community Member

I'm sorry to hear about the issue you're experiencing with your Upwork payment and the challenges you've faced in resolving it. If you received an email indicating that your credit card could not be charged, and the issue is not related to your bank, here's what you can do to address this problem:

  1. Check Your Payment Method: Log in to your Upwork account and review your payment method. Ensure that the credit card details are accurate, including the card number, expiration date, and CVV code.

  2. Update Payment Information: If you suspect that there might be an issue with the credit card details, consider updating your payment information with the correct details.

  3. Contact Upwork Support: If you're unable to resolve the issue through the chatbot or the self-help options on the platform, you should contact Upwork's customer support directly. Here's how you can reach them:

    • Go to the Upwork website and log in to your account.
    • Click on "Help & Support" or "Get Support" to access the support center.
    • Look for options to contact support, such as email, chat, or submitting a support ticket. Choose the method that suits you best.
  4. Include Relevant Details: When contacting Upwork support, be sure to include all relevant details about the issue. Explain that your bank confirmed that Upwork did not attempt to charge your card, and you are experiencing payment issues. Mention any email notifications you received and the steps you've taken to try to resolve the problem.

  5. Provide Necessary Documentation: Upwork may request additional information or documentation to help resolve the issue. Be prepared to provide any required documents or information.

  6. Stay Patient: It may take some time to resolve the issue, but Upwork support should be able to assist you in getting your payment method verified and resolving any billing problems.

Remember to keep records of your communication with Upwork support and any relevant emails or notifications for reference. This will help expedite the resolution process.

Charity's avatar
Charity Q Community Member

Thank you for the reply. I went to the Upwork website and logged in. I do not get any options for email, chat, or submitting a support ticket. I only get help topics and the chatbot. I have unsuccessfully tried multiple ways to try and contact someone. 

 

Arjay's avatar
Arjay M Retired Team Member

Hi Charity,

 

I'm sorry to learn that you're having difficulties processing payments. I've checked, and It looks like the charge on your credit card keeps getting declined. Please get in touch with your card-issuing bank for more information about the specific charge decline.

 

Let us know if you need further assistance afterward, and we'll look further into that for you.

 

~ Arjay
Upwork
Stephen's avatar
Stephen D Community Member

I'm experiencing the same issue as reported by others on this thread. Payment keeps failing, I can't seem to resolve this issue.

My payment card works fine everwhere else, expect for the Upwork site.

How do I open a ticket to resolve this issue. There is no option to create a new request in my requests page on the Upwork site.

Attaching a partial page screenshot with the error code, I have no idea what it referes to, hopefully support can determine what it means.

There was an error loading this page: error [81ec9e3f2c232012-IAD, 81ec9e3f2c232012-IAD]. Please contact customer support for assistance: support.upwork.com

Thanks in advance!

Lisa's avatar
Lisa L Community Member

I am trying to make a payment and Upworks keeps telling me that both credit cards and paypal have rejected Upworks. I contacted paypal and my credit card companies and they say that they don't see why there would be an issue on their end, to contact Upworks. Unfortunatly, I can't contact upworks because when I use the chat bot it tells me to log in, as soon as I log in the chat bot is gone and I have no way of talking to anyone.  Help! I have tried everything I can try, even tried to reach out to them via feedback but to no avail. Any suggestions?

Arjay's avatar
Arjay M Retired Team Member

Hi Lisa,

 

We saw your post in the community and converted it into a support ticket to give it the attention it deserves. However, I see that the team has reached out via email with more information and instructions for resolving the issue. Rest assured that one of our agents will be reaching out to you here with further assistance.

 

~ Arjay
Upwork
Diego's avatar
Diego R Community Member

Hello,

 

I am trying to activate freelancer plus but it keeps telling me "Your payment could not be processed. Please  or retry again later." when I try to do it. I already tried two different credit cards, checked the information on the cards and billing methods in the site, all is good. Please I need assistance so that I can start applying to jobs. Also, its not clear how Upwork support works, I tried to open a ticket but coudn't find a way. My only option was to post a message here.

Arjay's avatar
Arjay M Retired Team Member

Hi Diego,

 

I'm sorry for the trouble and inconvenience. I looked closely at your account and confirmed that the current billing method worked. You were able to upgrade your membership plan to Freelancer Plus. Let us know if you need further assistance.

 

~ Arjay
Upwork
Ray's avatar
Ray W Community Member

Upwork has accepted my new payment method via bank verification but it will not process

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Ray,

 

Thank you for reaching out to us. I checked your account and it looks like the card you added is already expired. You will also see the same notification on this page. You can add a different billing method by clicking on "Add billing method" found on the same page.


~ AJ
Upwork
Zubair's avatar
Zubair A Community Member

Hi Upwork team,

 

I am a new user, I tried adding another card, a virtual card this time issued in Singapore by Deel.com. I tried changing the billing country to my home country (not Singapore) so that I can put a local address, it seems Upwork suspected something and blocked me from using my new card.


So far I have not received any email from Upwork regarding this issue and I urgently need to buy some connects to start bidding.

 

Kindly help!

Maged's avatar
Maged A Community Member

The card must have been suspended from the bank or the party that issued it. Therefore, please contact customer service and review the problem with them.

Or you have exceeded the default number of purchase

s

Maged
Zubair's avatar
Zubair A Community Member

Card is not suspended, all details were good
I didn't make any purchase yet, I was merely adding a new payment method before it failed

Annie Jane's avatar
Annie Jane B Retired Team Member

Hi Zubair,

 

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 and PayPal support to inquire about the specific charge decline. If the issue persists afterward, we'll be happy to assist.


~ AJ
Upwork
Zubair's avatar
Zubair A Community Member

Please note that I was trying to add the new billing method using a virtual card and not trying to purchase just yet.
My agency account was suspended due to this and I can't seem to buy from the previously accepted card anymore.