Upwork does not refund connects once you have spent them, but you may recover money if you paid for them with a credit card or payment method that supports disputes.
Connects are Upwork's internal currency. When you spend them to bid on jobs, they are gone — Upwork's terms of service state that connects are non-refundable once purchased or used. However, if you bought connects with a credit card, debit card, or PayPal and believe the charge was unauthorized or the purchase violated Upwork's rules, you can dispute the transaction with your payment provider, not with Upwork directly.
The distinction matters: you are not asking Upwork for a refund. You are asking your bank or card issuer to reverse a charge. This is a different process with different timelines and different outcomes depending on why you are disputing it.
Key Takeaways
- Upwork's policy is that connects cannot be refunded once purchased or spent on bids.
- If you paid for connects with a credit or debit card, you can file a dispute with your card issuer to reverse the charge.
- Disputes typically take 30 to 90 days to resolve, depending on your bank and the reason for the dispute.
- Upwork may suspend or close your account if you dispute a connects purchase, so understand the trade-off before you proceed.
- If you spent connects on a bid and the job never materialized or you were scammed, disputing the payment is your only recovery option.
Why Upwork Does Not Refund Connects
Upwork treats connects as a prepaid service, similar to how a gift card works. Once you buy them, they sit in your account as a balance. Once you spend them to bid on a job, Upwork considers the transaction complete. Their terms of service explicitly state that connects are non-refundable, and Upwork does not make exceptions for buyers who change their mind, bid on the wrong job, or decide not to pursue freelance work.
This policy applies whether you spent the connects or simply let them expire. Upwork connects do not have an expiration date, but if your account is inactive for a long period or if you close your account, any remaining connects are forfeited. Upwork will not convert them to cash or transfer them to another account.
Disputing a Connects Charge With Your Bank
If you believe the charge for connects was unauthorized — for example, someone else used your account, or your card information was stolen — you can file a chargeback or dispute with your card issuer. Contact your bank or credit card company and explain that you want to dispute the transaction. You will need the transaction date, the amount, and Upwork's merchant name (which appears on your statement).
Your bank will open a dispute case and assign it a reference number. The bank will then contact Upwork to ask for evidence that you authorized the purchase. Upwork will respond with your account information, IP address logs, and payment details. If Upwork can show that you logged in and made the purchase yourself, the bank will likely side with Upwork and close the dispute in their favor.
If you can prove the purchase was unauthorized — for instance, you have evidence that your account was compromised — the bank may reverse the charge. This process typically takes 30 to 90 days, depending on your bank's dispute procedures.
What Happens to Your Upwork Account After a Dispute
Upwork's policy is to suspend or permanently close accounts associated with disputed transactions. When you file a chargeback or dispute with your bank, Upwork receives a notification. Even if the dispute is resolved in your favor, Upwork may treat it as a violation of their payment terms and lock your account.
This means you will lose access to any remaining connects, your job history, client relationships, and your ability to bid on future jobs. If you are an active freelancer on Upwork, disputing a connects charge carries a significant risk. Before you file a dispute, weigh whether recovering the connects charge is worth losing your Upwork presence.
Situations Where You Might Dispute a Connects Purchase
You have a stronger case for a dispute if the charge was genuinely unauthorized — your account was hacked, someone else had access to your payment method, or your card details were compromised. In these cases, contact your bank immediately and provide any evidence that the purchase was not made by you.
If you spent connects on a bid and the job posting turned out to be a scam, or the client never responded and you lost money, disputing the payment is less likely to succeed. Your bank will see that you authorized the purchase and spent the connects yourself. However, if you can show that the job posting violated Upwork's terms — for example, it was a known scam that Upwork failed to remove — you may have grounds to dispute it. Document everything: screenshots of the job posting, messages with the client, and any evidence that Upwork was notified and did nothing.
Alternatives to Disputing: Contacting Upwork Support
Before you file a dispute with your bank, try contacting Upwork's support team. While Upwork's official policy is that connects are non-refundable, support agents have discretion in rare cases. If you can show that you were charged twice by mistake, or that a technical error caused an unexpected charge, Upwork may issue a credit to your account or refund the payment.
Go to Upwork's help center, select "Billing and Payments," and submit a support ticket explaining your situation. Be specific: include the date of the charge, the amount, and a clear explanation of why you believe the charge was in error. Upwork typically responds within 24 to 48 hours. If they deny your request, you can then pursue a dispute with your bank, though keep in mind that Upwork will see the dispute and may close your account.
How to Avoid Losing Connects to Unwanted Charges
If you are concerned about accidental or unauthorized charges, monitor your Upwork account regularly. Check your "Billing" section to see your transaction history and any pending charges. Upwork will show you every connects purchase and every bid you have placed.
If you notice a charge you do not recognize, contact Upwork support immediately rather than waiting. The sooner you report it, the more likely Upwork is to help. Also, if you share your Upwork login with anyone or use the same password across multiple sites, change your password and enable two-factor authentication to prevent unauthorized access.
Frequently Asked Questions
Can I get a refund if I bought connects but never used them?
No. Upwork's policy is that connects are non-refundable once purchased, whether you use them or not. Your only option is to file a dispute with your bank if you believe the purchase was unauthorized.
What if I was charged for connects twice by mistake?
Contact Upwork support immediately with proof of the duplicate charge (screenshots of your billing history). Upwork may issue a credit to your account or refund the duplicate charge. If support refuses, you can dispute the charge with your bank, though this risks account suspension.
Will disputing a connects charge close my Upwork account?
Upwork typically suspends or closes accounts associated with chargebacks or disputes, even if the dispute is resolved in your favor. Before you file a dispute, consider whether you want to continue using Upwork.
Can I transfer connects to another account or sell them?
No. Connects are tied to your individual Upwork account and cannot be transferred, sold, or gifted to another user. They can only be used to bid on jobs within your own account.
What if a client scammed me after I spent connects to bid on their job?
Disputing the connects charge itself is unlikely to succeed, because you authorized the purchase. Instead, report the client to Upwork for fraud and ask Upwork to refund your connects as a courtesy. If Upwork refuses, you may have grounds to dispute the charge if you can prove the job posting was a known scam that Upwork failed to prevent.