We’re writing to apologize for the disruption in gomoney services over the past few weeks.
We know that our services over the last few weeks have let many of our customers down. We’re sincerely sorry about that mess, and we want to assure you that we have resolved the disruption.
On the strength of your patience and feedback, not only did we fix the problems, but we have also developed easier and faster flows to prevent them in the future.
Account Upgrades: As we grew, our previous KYC service provider could no longer solve our needs, so we had to update our systems, but we hit a bump that affected in-app account upgrades.
Cards: Many of our customers were having issues with virtual card creation, 3DS/OTP profiling. From our end, not every user had to be profiled, so we opted for manually profiling any user who needed extra verification, but it turned out to be a lot more people than we thought. In what resembled breakneck speed, it seemed like everyone was having OTP/3DS issues. 😫
How we resolved it
The first step was to resolve the pending issues, so our team got to work manually, profiling every user who sent in card complication and profiling complaints; over 3,000 customers!
To ensure that it never happens again, we created a process: once a user orders a card, they get auto-profiled via their tier documentation.
The process will take 12 hours for every new user. All you have to do to access this is to update your app!*
This incident has revealed a lot to us, but our most significant takeaway is that we would continue to update our systems to accommodate our growing #gofam.
We wouldn’t have found and resolved these issues without your feedback. So, thank you for sticking with us. We appreciate you 💙
Love from the gomoney team