If you needed to use our payment platform anytime this last week, you may have run into the following issues:

  • Being unable to pay for your tours and getting them cancelled
  • Being unable to cancel checkout
  • Being charged but having no production job submitted
  • Not getting charged upfront, and having to manually pay later
  • etc.

We humbly apologize for this experience. It was not acceptable, and we're taking steps to ensure it never happens again. Specifically:

We've narrowed down the source of these issues to a recent update our payment platform, Helcim, made last Nov. 21. Helcim had informed us that their update would change only the aesthetics of our payment pages, and not affect or change the functionality of them in any way. It turns out that wasn't quite true, and the update introduced a number of catastrophic bugs that we have had to firefight these last few days.

This is, of course, inexcusable. We value your trust in us, and these errors are not in line with the level of service we wish to offer our customers.

We were already planning to eventually switch to a different payment platform, because of peculiar limitations we experienced with Helcim. Now, because of this latest issue, we've decided to expedite the process. We're prioritizing this switch and we'll be moving to a new payment platform over the holidays. Once this move is complete, we expect to be able to guarantee a faster and easier payment process for you, as well as additional payment options like Paypal.

Once again, we sincerely apologize for any inconvenience this issue may have caused you. Rest assured, we're moving as fast as we can to get this matter resolved.

All the best, and stay safe,

Gareth Morgan, CEO
Metareal Inc.

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