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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

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1,226 REPLIES 1,226
Brandon's avatar
Brandon P Community Member

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. 

Arjay's avatar
Arjay M Retired Team Member

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.
 
~ Arjay
Upwork
Tangela's avatar
Tangela M Community Member

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?

Joanne's avatar
Joanne P Retired Team Member

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. 

~ Joanne
Upwork
Fred's avatar
Fred O Community Member

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.

Joanne's avatar
Joanne P Retired Team Member

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.

~ Joanne
Upwork
Kate's avatar
Kate P Community Member

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?

Arjay's avatar
Arjay M Retired Team Member

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.

 

~ Arjay
Upwork
Carole's avatar
Carole B Community Member

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

Arjay's avatar
Arjay M Retired Team Member

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!

 

~ Arjay
Upwork
Nina's avatar
Nina P Community Member

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.

Pradeep's avatar
Pradeep H Retired Team Member

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 

Cassian's avatar
Cassian S Community Member

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. 

Joanne's avatar
Joanne P Retired Team Member

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.

~ Joanne
Upwork
Muhammad Ali's avatar
Muhammad Ali K Community Member

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

Arjay's avatar
Arjay M Retired Team Member

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.

 

~ Arjay
Upwork
Micah's avatar
Micah F Community Member

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

Arjay's avatar
Arjay M Retired Team Member

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.

 

~ Arjay
Upwork
Jasmin's avatar
Jasmin J Community Member

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?

Nikola's avatar
Nikola S Retiring Moderator

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.

~ Nikola
Jasmin's avatar
Jasmin J Community Member

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.

Jasmin's avatar
Jasmin J Community Member

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

Jasmin's avatar
Jasmin J Community Member

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

 

 

Luiggi's avatar
Luiggi R Retiring Moderator

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. 

~ Luiggi
Jasmin's avatar
Jasmin J Community Member

 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?

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