(Thought I’d paste my message to the Help Desk here in case it provides more info on this issue)
Lately (the past 2-3 months) I’ve been getting a significant rise in Patrons complaining that their pledges are not being processed at the start of each month.
I don’t mean the usual declined pledges: I’ve been a creator for the past 4 years so I’m well aware that declined pledges are a reality every month. I’m talking about something else: I’m now getting a regular stream of Patrons writing to say: “I’m trying to send you money but whatever I do Patreon won’t process my pledge.” The problem often seems to revolve around the need to update cards for no reason (ie. the cards are not expired and funds are available).
So I respond to these Patrons by sending them the usual links to your databse which explain how to resolve declined pledges and how to update cards:
The common response to this is that the process is very counter-intuitive. Some Patrons said they spent 20 minutes trying to update their card. There’s confusion about the terminology, eg. “Membership”. And sometimes, even when patrons complete the process successfully, the new card is still not accepted.
This is of course frustrating for people who want to support us and some Patrons end up cancelling their pledge - which is a huge loss for us.
Some opt instead to support us via PayPal or bank transfer. Which is fine by me, but seen as this means Patreon is losing income it would be in your interests to help resolve this matter as I’m guessing it’s not happening just to me.
Is this a known issue; and if so, is it being addressed?
Can you please offer any advice for Patrons whose payments are being constantly declined?
Thanks for your assistance!