Unable to add/use payment method

[#1]

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

[#2]

I am trying to hire a freelancer and my credit card details are being rejected. I get the following message:

This has happened for three differnet credit cards. The customer support is beyond useless. You can't chat with a real person, the bot just directs me to some online articles (which, of course, are useless) and then ends the chat. There is no way to get a different result and so I've jsut gone round and round in circles.

It's very frustrating and I am compeletely stuck

Thanks

Oli

[#3]

Hi Oli,

I'm sorry you're having trouble with your billing method and contacting our support team. Let me have this escalated to them so they can assist you further. One of our agents will be getting in touch with you via this support ticket.

[#4]

Hi Oli, did you find a solution?

[#5]

Hello,

I tried to pay with card, but its not working.  There is no issue with my card.

Can you please check this issue?

[#6]

Hi Carlos,

I see that you've raised several support tickets about your billing method concern. Please continue coordinating with the team through a single and active ticket on this page so that the team can assist you more efficiently. 

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

[#7]

Since I live in Ukraine, only Visa and Mastercard are available to me. I added 4 of my bank cards as payment methods. But every time I want to make a payment it cancels. First, money is withdrawn from my bank account, but then after 5 minutes it is returned. This has already been happening for several days. What should I do please tell me.

[#8]

Hi Eduard,

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.

[#9]

I want to hire a freelancer and provide him with work, but when I want to make payment, the following picture appears. The money is withdrawn from my bank account and then I receive a notification that the transaction was not successful and after 5 minutes the money is returned to me. I have already connected 6 of my bank accounts and none of them are working. Also, perhaps this plays some role, I am from Ukraine and only Visa and Mastercard are available to me.

**Edited for Community Guidelines**

 

[#10]

Hi Eduard,

I'm sorry you're having trouble paying the freelancer. We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[#11]

OK thank you very much. I will be waiting for your feedback.

[#12]

Hi,

some time back I hired one freelancer and then I tried to pay her(approve milestone)but I faced some errors then I connected to the Upwork community and payment was done but not been updated on Upwork so far.
and now after posting a different job, I am trying to rehire the same freelancer but I faced the same payment issue. please let me know what happened. please solve this problem.
Best Regards
Shabnoor

**Edited for Community Guidelines**

**Edited for Community Guidelines**

[#13]

Hi Shabnoor,

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

[#14]

Hi there,

I have a recevied a proposal from a freelancer but I have been unable to hire him as my deposit payments is not going through.  I have tried with four differnet cards but nothing.  Now the proposal link is not even working.  Can someone help?

Thanks,

Andrea

[#15]

Hi Andrea,

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.

[#16]

I am trying to pay my first invoice for services.  All three of my payment methods have been denied.  They are all valid payment methods.  Can't get support.  Please advise.

[#17]

Hi Joe,

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.

[#18]

I want to deal with freelancer and when I want to pay him this message appears to me ! I contacted the bank and they said that you have a full balance and that the card works perfectly and there is no problem with the accounts !!

This is the message !

We are unable to authorize your card as the billing details you entered does not match with your bank or credit card company. Please add another billing method or contact your issuing bank.

[#19]

Hi Faisal,

I'm sorry you're having trouble using your billing method. I can see that you've raised a support ticket regarding your concern. Kindly allow more time for the team to review this and assist you further. 

[#20]

I'm trying to pay a freelancer.... I pay using PayPal.... Paypal pays..... then Paypal immediately refunds me the full amount a minute later..

I cant get out of this loop, and the chatbot is useless.

What is the problem?  What is the solution?

[#21]

Hi Robert,

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.

[#22]

Hi Rad,

I see that the team has reached out with more information about the status of your account and instructions on how to clear the issue. Feel free to coordinate by responding to the email and the team will assist you accordingly. You may also visit the ticket linked to your case on this page for updates.

[#23]

The issue in ticketing system is marked as "solved". Yet my entire account is still suspended. I updated the valid credit card at least 4 days ago.

I honestly have to admit that upwork's support is quite terrible. I have wasted amazing amount of time chacing something that should be easy addressed. And entire support page seems to be forcing user to go over pretty much un-relevant articles and information. I like upwork very much when all is good, but when there is issue, even small one it seems like upwork is a broken system.

[#24]

please help me i have everthing correct details

[#25]

Hi Elbos,

I see that you've added an alternative billing method and were successfully charged. Adding more than one billing method may help avoid account disruption in case a transaction fails. You may want to check this help article for available billing methods for your account.