CrowdGen Payments Update

Firstly, we want to apologize for the recent payment processing issues. We are truly sorry for the stress and frustration that this has caused. We would like to provide an update on the recent payment processing challenges we’ve encountered and explain the steps we’re taking to resolve them. 

What Happened? 

In September, we migrated to our new platform, CrowdGen. The goal of CrowdGen is to provide our Contributors with an enhanced experience for discovering projects, obtaining real-time support, and streamlining payments.  

During the recent transition to a new platform, we faced some unexpected issues with migrating data for payment processing. This resulted in delays for many Contributors, and our actions to fix the migration did produce some errors and inconsistencies in the amounts displayed to users through the new interface. Ultimately the new system will offer a streamlined payment process and enhance transparency and choice for Contributors, but unfortunately, it has led to disruptions for this pay cycle. 

How We Are Resolving the Issue 

Paying on time is a top priority for us, and we are committed to resolving these as quickly as possible. 

In response to these challenges, we have been processing payments daily and will continue to do so until all discrepancies are resolved. We processed two-thirds of payments on time and the remainder will be finalized by the end of this week. Many of you may have received partial payments as we are working to ensure payments are made as early as possible. 

We have a dispute system to solve payment discrepancies, and a dedicated channel will be opened shortly to allow users to directly report any outstanding payment issues from the hours worked in September.  We will inform our Contributors about this new dedicated channel at https://crowdgen.com/help. 

Looking Ahead 

We have identified the issues with our payment implementation and our technical teams are working diligently to ensure that future payment processes run smoothly. 

We have conducted a full review of our systems and processes to prevent similar issues from occurring in the future. We will have payment operations back to normal for October invoices and payments will be processed on time and paid in November per our usual process.