what we believe is the most damaging vendor relationship in our company's history.
I am really upset and want to share our experience as a Recharge customer. We are a small annual subscription business that migrated to Recharge from another payment provider in September 2025, expecting the platform to handle our recurring billing reliably. Instead, we have experienced what we believe is the most damaging vendor relationship in our company's history.
Within weeks of our migration, our renewal success rate collapsed dramatically. In our experience, customer cards that had previously been processing without issue began failing at significant rates, with new decline codes appearing that we had never seen before in our years of using a different platform.
We escalated the issue through Recharge's support channels in December 2025 and spent over four months working through their team trying to get answers. During that time, the failures continued and our business absorbed real financial losses. We engaged our payment processor's support team directly to investigate, and in our experience the technical findings they ultimately provided pointed to integration-layer issues that we believe Recharge had the operational ability to address far sooner than they did.
In our experience, the situation has gotten worse rather than better. We think the most concerning part is what we observed about how Recharge responded once they understood the scope. They paused our payment processing while we worked through escalation, but we are not aware of any communication from Recharge to their broader merchant base about the underlying issue. To our knowledge, they have continued to operate the same integration for other merchants and have publicly announced new enterprise customer migrations onto the same infrastructure.
They have failed to make it right for us by acknowledging the harm, by providing meaningful remediation, or by communicating transparently with their broader customer base about an issue that we believe affects more than just us.
We share this because we think other merchants evaluating Recharge or already on the platform deserve to hear an honest customer experience. If you have had similar experiences as a Recharge customer, we would be interested to know. @Recharge