⚠️ Having trouble making a payment?
If you're trying to make a payment and something isn't working as expected, don't worry. 😊 In this article, we'll show you what you can check and what to do to complete your payment successfully.
💳 Error when paying by credit card
If you're trying to make a payment by credit card and the transaction is declined, don't worry! 😊
In some cases, this may happen because your bank has blocked the transaction. When this occurs, Workana can't process the payment because the transaction is being declined directly by your bank.
💡 What can you do?
If your payment was declined, you can follow these steps:
- Contact your bank to find out why the transaction was declined.
- If necessary, ask them to authorize the transaction.
- Once the issue is resolved, try making the payment again.
If the payment is still being declined, you can also try PayPal, as long as this option is available for your transaction.
PayPal can be a good alternative if you have funds available in your account. Depending on the options enabled by PayPal in your country and for your account, you may also be able to use other payment methods linked to PayPal.
Another option is to add credit to your Workana account from your dashboard and use that balance to make the payment.
💰 Do you have a PayPal balance?
If you have funds available in PayPal, you can use them to make your payment on Workana, as long as PayPal is available as a payment method for your transaction.
Depending on your country and your account settings, PayPal may also offer other payment options.
Important: The available options may vary from one account to another, as they depend on the conditions and payment methods enabled by PayPal. Workana cannot determine or modify these options.
💰 Error when paying with Mercado Pago or cash
If you're trying to make a payment with Mercado Pago or cash and an error message appears, the issue may be related to the email address associated with the payment.
First, check the email address shown in the top-right corner of the screen. If possible, try changing it to a different email address and then attempt the payment again.
If the error still appears, don't worry 😊. You can try using another payment method available on the platform.
⏱️ Billing error when paying for an hourly project
If the Work Diary of an hourly project shows the message “Billing error” next to the hours logged by the professional, it may be due to one of the following:
- Your bank is declining or blocking the transaction on your credit card.
- You don't have enough balance in your Workana account to make the payment.
💡 What can you do?
If the issue is related to your credit card, contact your bank to find out why the transaction was declined and, if necessary, ask them to authorize the payment.
If you don't have enough balance in your Workana account, you can add credit to your account and then try making the payment again.
You can also check whether PayPal is available as a payment option for your transaction.
Important: If you decide to add credit to your account to pay for the hours, please note that a 4.5% Workana fee applies.
Once the issue is resolved, go back to the project and click “Pay hours” to complete the payment.
🧾 The project is pending payment guarantee or verification
If you've already made the payment and the project still appears as pending, don't worry! In some cases, the payment processor may take a little while to complete the transaction, or the payment may still be going through a verification process.
⏳ Payment guarantee pending
If you made the payment through Mercado Pago or in cash, the payment processor may take up to 72 hours to complete the process.
If the payment still appears as pending, we recommend waiting for this period before trying again.
To help us identify and process your payment more quickly, you'll find the “Attach receipt” button within the project. From there, you can upload your proof of payment.
🔎 Payment under verification
If your project shows “Payment Verification”, it means that we are reviewing the transaction.
There's no need to make another payment. Once we complete the review, we'll approve the payment or contact you by email if we need any additional information.
If you have questions about your payment verification, you can find more information in “My payment is under Verification. What does this mean?”
🆘 Does the problem continue?
If, after following these recommendations, you’re still seeing an error when trying to make the payment, don’t worry. 😊 You can contact our team through the Help Center and select “I’m a client.”
When you access the Help Center, select:
- I want to make a payment / I’m having problems with my payment
- Other questions / Contact us
To help us assist you more quickly, we recommend including the following information in your request:
- A screenshot of the error message.
- The payment method you were using.
- The project name or number, if applicable.