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Patreon Access "There was an error with your request"

A topic by Ritual Design created Nov 23, 2020 Views: 2,990 Replies: 36

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Ritual Design4 years ago(+1)

Hi there

My patrons are having issues claiming their linked reward via the Patreon Distribution method. I have deactivated and reactivated the patreon distribution option but they are still having issues. They have tried a different browser, mobile device, and computer, and I have had other patrons attempt to claim it and got the same error from different parts of the world.

Any help with this would be great as my patrons only have another week to claim their rewards on the customer support emails seem to take 3 or 4 weeks to get a reply from.

Cheers

Watsup4 years ago (1 edit) (+1)

Our game is also having this issue, not sure what broke (Patreon or Itch side), but we’re reporting it to Patreon as well.

Little Napoleon4 years ago(+1)

Hello! Our patrons are receiving this error as well. Here's a screenshot of the error, although it doesn't really offer much insight into the underlying issue:

We've reached out to the Patreon team as well on this.

Watsup4 years ago(+1)

I notice when you log connect to Patreon using Itch that Itch says there is a minimum dollar amount to gain access. Patreon recently localized currencies based on the users and this broke a lot of things for people using dollar amount instead of tier names to determine whether someone gets a reward or not. This may or may not be related but I figured I’d toss it in as a possible reason for the errors.

Ritual Design4 years ago(+1)

The currency thing was massively irritating for sure, but I found it doesn't differentiate between currency values, just the number itself so I lowered the amount to the lowest type of currency (if that makes sense) and that fixed that issue. It worked perfectly fine last month when that was introduced, but this is something that's coming up only in the last couple of days.

Watsup4 years ago(+1)

Patreon just informed us that they think they pushed a fix related to this, but it doesn’t appear to have fixed the issue at all. I’m not sure if it’s an issue on Patreon or Itch.io’s side still. It sounds like they have changed how the api works though.

Watsup4 years ago(+1)

And right as I was checking the issue again it appears to be partially fixed. Claiming games now work, we are still getting the “There is an error with your request” when trying to use the “Refresh campaigns” button in the product settings page.

leafoAdmin4 years ago (1 edit) (+2)

We had a mistake on our end that was causing the issue. We pushed out a fix yesterday. Tell me if you’re still having issues.

We’re also aware of an issue with Patrons paying with non USD, we’re working on a solution for that.

Thanks

Little Napoleon4 years ago(+2)

Seems to be working now on our end! Thanks a lot for pushing out the fix!

banditbryson3 years ago(+1)

I'm still having this issue. I've tried through multiple browsers and my phone browser just to be sure. I do have a pledge and it's linked to itch.io.

Error:

We had some trouble connecting your account

You don't have a pledge for finalbossblues Pixel Art and Gamedev

leafoAdmin3 years ago(+1)

Hey, sorry for the issue. We deployed some changes to account for multi-currency pledges and it caused a temporary issue with validating pledges. Could you instruct them to try again, it should be resolved

banditbryson3 years ago

It's working now! Thank you!

Ritual Design3 years ago(+1)

Another month, another problem. Now my Patrons are getting a "You don't have a pledge for Ritual Casting detailed pin-up and femme fatale sculptures for 3D printing" error message.

leafoAdmin3 years ago(+1)

Hey, sorry for the issue. We deployed some changes to account for multi-currency pledges and it caused a temporary issue with validating pledges. Could you instruct them to try again, it should be resolved

Watsup3 years ago

Also confirming that the errors are back again, “There was an error with your request”

leafoAdmin3 years ago(+1)

Could you try again? Thanks

iglootheraptor3 years ago(+1)

I'm getting the issue today as well, confirmed with multiple patrons that they get an error saying

"We had some trouble connecting your account

You don't have a pledge for [my patreon name]"

I also got told by another "i just got a 'There was an error with your request' when trying to connect patreon with itch.io"

I don't know if this is relevant, but upload speed for the files I uploaded today was also far slower than usual, to the point where it took more than 2 hours to finish uploading everything.

leafoAdmin3 years ago(+1)

Hey, sorry for the issue. We deployed some changes to account for multi-currency pledges and it caused a temporary issue with validating pledges. Could you instruct them to try again, it should be resolved

Regarding the speed of uploads, that’s completely unrelated. Uploads go directly to our storage provide, Google Cloud Storage. Any degradation in your upload speed is either related to your network connection or them having temporary issues.

Thanks

Ritual Design3 years ago(+1)

Could you let us know what the changes for the currency are? Does/will it enable us to define requirements per currency or is it more a case of it automatically converts it?

leafoAdmin3 years ago (2 edits) (+2)

At the moment we have a temporary solution deployed:

It looks at the value of the reward that has been granted by their pledge. So if they pledged 6 EUR and Patreon granted them access to a reward that has the value of $7 USD then you could enter the minimum value of $7 and they will get access.

This does not work in all cases though, as we’re seeing what appear to be legacy pledges that have no reward associated with them. Additionally, it does not work well with campaigns that are naively in another currency.

Still trying to decide on what a long term solution will be. There are a few options we’re considering:

Let the developer specify requirements in all supported currencies.
Have the developer select specific rewards that will grant access, instead of setting a minimum amount

Anduo Games3 years ago (1 edit) (+1)

Here's a screenshot of the error patrons are currently getting:

This specific issue seems to be unrelated to currency.

leafoAdmin3 years ago(+1)

Hey, sorry for the issue. We deployed some changes to account for multi-currency pledges and it caused a temporary issue with validating pledges. Could you instruct them to try again, it should be resolved

Watsup3 years ago

Just tried right this second and I’m still getting the “There was an error with your request” error.

leafoAdmin3 years ago (1 edit) (+1)

Do you mind giving more specific info about what you’re trying?

Are you a creator trying to enable access to your page?
Are you someone who has a pledge trying to gain access to someone else’s pledge?
Some combination of the two?

The error you are seeing is different than the one that the other people here are reporting.

Watsup3 years ago

I’m specifically trying to gain access to an alpha build we deploy using this link: https://littlenapoleon.itch.io/changelingtalealpha/patreon-access

We haven’t changed the link or changed the settings at all since it was setup a few years ago.

Clicking that link takes me to the Patreon page to allow access, then to the error.

leafoAdmin3 years ago(+1)

Do you have a pledge for your thing with the account you’re attempting to log in with?

Watsup3 years ago

Yes, I’m a pledge on the patreon account at the $10 tier, and access comes in at the $3 tier.

leafoAdmin3 years ago (1 edit) (+1)

Thanks, I was able to identify the issue with the information you provided. It appears you have a pledge without a reward associated with it. I’m guessing this is because you started your pledge a very long time ago when patreon didn’t force you to collect a reward, or you started pledging before the campaign had rewards.

In any case, we now account for this type of pledge and it should no longer throw an error.

Watsup3 years ago

Hm, that’s odd because I have confirmed that the error was effecting everyone on our campaign, and I double checked and Patreon does confirm I have a tier with rewards selected.

Perhaps Patreon is erroneously reporting that information in the api then?

Watsup3 years ago

Aside from that message above, I have confirmed that your fixes have resulted in fixing both of the problems now.

The campaign owner is now able to refresh the campaign details (he was previously receiving the same error I was when trying to connect and disconnect patreon), and I am now able to verify my pledge and get access.

I’m still concerned that you’re being told we don’t actually have tiers (because I’ve had other people test and we all definitely have tiers selected), but it does work now at least.

Watsup3 years ago

The account owner is also getting the same error when they try to refresh the campaign from the settings window where you set up the link between patreon and the game on itch.io.

leafoAdmin3 years ago(+1)

That’s a separate issue. Patreon’s API is returning HTTP 403. Either Patreon is at fault here, or perhaps the account owner deleted itch.io from the list of connected apps from the Patreon side? If they disconnect and reconnect on itch.io then it may solve that: https://itch.io/user/settings/connected-accounts

Watsup3 years ago

I’ve asked them to do that, I’ll let you know if it works for them.

Watsup3 years ago (1 edit)

If I hit refresh on the error page, I get the error: “failed api request POST oauth2/token 401: {“error”: “invalid_grant”}”

(Not sure this is helpful at all)

leafoAdmin3 years ago (1 edit) (+1)

That’s expected, you have to start over from the beginning to perform the action again.

Anduo Games3 years ago(+1)

Thanks a lot for getting back!

It seems that it is indeed possible to get access again. I am still getting dm's on patreon from people saying they can't access the game though. I'll ask them about what exact error code they are getting.

Interestingly, it does appear that there were some people able to access the patreon version even throughout the past days.

Anduo Games3 years ago(+1)

Looking good, nobody has notified us since you fixed something yesterday. Thanks a lot!

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