Patreon is trying to bring back a number of subscribers to the platform following the company’s decision to backtrack a controversial service fee change.
The company is introducing a new tool that allows patrons to resubscribe to any creator they may have withdrawn their pledges from last week. After Patreon announced that patrons would have to pay an additional service fee, creators posted screenshots of patrons withdrawing their pledges en masse, complaining that the company’s new rule would affect $1 and $5 tier subscribers, who make up the bulk of pledges.
“We've been getting tons of feedback since this morning,” the company tweeted on Dec. 13. “The most requested next step, by far, is for us to reach out to patrons who've cancelled their pledge over the last week. We built a tool to help them easily re-pledge.”
The company confirmed yesterday that after backlash from the community, it was not moving forward with the service fee change. To help bring patrons back, the company sent out an email reiterating that it made a mistake and offering to help people resubscribe to creators as easily as possible.
“Creators have asked us to provide an easy path back to re-pledge if you’d like to,” the email reads. “Creators should not be penalized for our bad call. Your connection with them means everything to us, and we’re working to restore what we damaged.”
The email includes a link to the tool; if you’ve been affected, you should have an email in your inbox. The email ends with another apology from the Patreon team that echoes what CEO Jack Conte said yesterday.
“We still have to fix the problems that those changes addressed, but we’re going to fix them in a different way, and we’re going to work with you to come up with the specifics, as we should have done the first time around,” said Conte (emphasis original). “Many of you lost patrons, and you lost income. No apology will make up for that, but nevertheless, I’m sorry. It is our core belief that you should own the relationships with your fans. These are your businesses, and they are your fans.”
More information about the change — and Patreon’s response — can be read about on the company’s blog.