Sent: August 8th, 2023

Update on Dubsado Payments with Chase

Hi there - This is Becca, founder and CEO of Dubsado. With a heavy heart, we have made the decision to end our partnership with Chase and put a pause on Dubsado Payments for now. This decision does not come easy. And while this has our team both deeply saddened and frustrated, we believe this action is in the best interest of you, our customers, whom we value above all else.

This will not immediately impact those that are already connected to Dubsado Payments. Below, we'd like to share more context behind this decision as well as important next steps for you to take.

Why we made this decision

Our goal in partnering with Chase was to bring you lower processing fees and give you this tool from a large and stable financial institution. Unfortunately, our experience with Chase has been far from what we expected and experienced in beta. We entered this partnership with the belief that Chase shared our values of customer obsession and support for small businesses.

However, it has become more and more apparent that this is not the case. Delayed deposits, a frustrating account verification process, and a lack of transparency from Chase gave us a great deal of concern. These experiences were not in alignment with how we treat our customers at Dubsado, and despite our efforts to work with Chase, we have have been met with a lack of cooperation and responsiveness.

Jake (my husband, Dubsado’s CTO and Co-Founder) and I want you to know that we take full responsibility for this situation, and we stand by our commitment to you. For anyone who is still waiting for their funds to be deposited, know that we will continue to work day and night to ensure they are paid out to you as soon as possible.

Is Dubsado Payments coming back?

Dubsado Payments was inspired by our commitment to creating a better world for small business owners. That being said, we will be looking for a new partner who shares our values and makes small businesses a priority. We will be sharing more information as we have it. For now, we will be working with Chase to ensure the return of your funds and a successful transition away from their platform. We hope to be back soon and better than ever.

Next steps for those that have Dubsado Payments connected

• If you have not experienced issues with Dubsado Payments, you can continue to stay connected and processing at this time, but please know that any payment or payout is subject to review at any time (even if you’ve had successful transactions in the past). We will reach back out once we know more about the transition timeline and the last day to disconnect.
• If you are experiencing issues with Dubsado Payments, we recommend that you disconnect Dubsado Payments now so that no additional funds will be at risk of being held. Disconnecting will not prevent funds from being paid out to your bank. You can disconnect Dubsado Payments by going to Settings > Payments and invoices and then connect a different processor. If you have autopay on, please see the next bullet point.