Important: Creator Payouts

In Creators by Chris Lamontagne August 16, 2022

FAO: Spring Creators

I wanted to reach out with an important update with respect to creator payouts. 

Firstly, I want to assure you that the technical issue that caused delays in some of your payouts has been addressed and that our team is working through the backlog payments to ensure that all outstanding creator payments are made by August 29th. Please review the FAQ below for additional detail.

On behalf of Spring, I sincerely apologize for these delays. We know how important it is that you get paid on time so that you can keep doing what you do. Your frustration is entirely justified. I will follow up on this message should there be any new information. 

As a creator business, we missed the mark. We hold ourselves accountable for becoming a better partner and we are more committed than ever to supporting independent creators with community development and monetization solutions.

Thank you for your patience and the opportunity to earn back your trust. Please don’t hesitate to reach out to us at creatorhelp@spri.ng if you have additional questions.

 
Chris Lamontagne
CEO | Spring


FREQUENTLY ASKED QUESTIONS


What is the situation? 
Some creators have experienced delays receiving their requested payouts on Spring. Impacted creators are understandably upset and have asked for information and action.. 

When will it be fixed? When will I get paid?
We are already catching up with payments to creators and plan to complete all delayed payments by August 29th. Catch-up payments will be made in batches based on the date the payout was requested.

How did this happen?
Making sure creators get paid is a critical and complex part of our business. Over the last 3 years,  more than 5 million new creators have signed up with Spring. This caused a substantial increase in the number of small (under $10) payout requests and strained our legacy payment systems. We are working hard to keep pace and, in the course of implementing a more automated payment solution, inadvertently broke some of the systems we use to ensure prompt payment to creators. We should have done more to ensure we had the relevant checks and balances in place to manage such an important transition. We apologize for the disruption and have updated our protocols to ensure that it doesn’t happen again.

Why hasn’t Spring communicated earlier?
We were unable to diagnose the situation fast enough and did not want to miscommunicate information or provide inaccurate timelines for fixes. In hindsight, we should have communicated sooner and provided frequent updates instead of waiting for the solution.

What is being done to fix the situation?
We have rolled back the changes to our payment systems in order to ensure we can pay creators on time going forward.

How will Spring ensure that this doesn’t happen again?
We are working on solutions to ensure that we avoid future issues with creator payouts, including but not limited to improvements in our automated payment processing, greater transparency and real-time updates.