Reposting Patreon's official PSA before bed (Patreon)

Hi all, Taryn from the Community Happiness team here. I run Patreon’s Twitter & answer support emails through our Help Center, so I’m secretly talking to many of you every day (hi!). On behalf of our engineering + support teams, I wanted to send out an apology and explanation about our mistake with payments today, and give you reassurance that it’s taken care of.

As we were running payments this morning, we noticed that more pledges than normal were declining, which lead to a number of problems. We’re happy to report that none of this will affect what you get paid this month, and we’re taking extra special care of patrons who experienced any problems with their pledges. We’ve already started to re-process payments. No patrons will be double-charged, anyone that was double-charged is being refunded, and anyone with a pledge that actually declined is being charged again.

I am so incredibly sorry for this. I hear and read your frustration and I completely feel it with you. Our job is to get you paid, and I hate days like today when we don’t do it well. Our engineers take this very seriously and are working tirelessly to improve our payments structure — take my word that big changes are on the horizon with this, and we can’t wait for you to experience them.

Thank you for expressing your frustration with us so honestly. I mean it when I say how sorry I am for the scare today — this is your livelihood and it’s not taken lightly. This isn’t how we want to operate, and you have my word that we will do better.

Here for you when you need me — you know where to find me.

Best,
Taryn

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Sean here: Be proactive with working w/ Patreon in case they've wronged you during this mishap. While I'm not at fault for this, I'm sorry for any problems that their massive error may have inflicted on your day.

Thanks again for your patience.