We understand that it can be frustrating when a creator hasn’t posted a new update in a while, and at Kickstarter we expect creators to maintain a cadence of one new update a month. In instances where this has not happened we give the backers of that project the option to send an anonymous update request. After submitting a request, we will send an email to the creator letting them know that their backers have requested a new project update.
We encourage you to make an update request prior to direct messaging the creator, leaving a comment on the project page, or writing in to our Support team.
How can I submit a Project Update Request?
For an eligible project (one where the creator has not posted a new update in over 4 weeks and they are yet to finish fulfilling their rewards), you can make an update request from the top of the Updates section, or from the backer bar at the top of the project page after selecting either the neutral or negative feedback options.
I requested a project update, what should I do if the creator still hasn’t followed up?
While we expect and encourage creators to post an update once a month until they have finished fulfilling rewards, finding the time to write updates alongside managing a project can be difficult, especially in instances where the creator is doing everything on their own. Each creator will approach this in a different way and a lack of communication doesn’t mean that the creator has given up.
After requesting an update we recommend giving the creator at least a week or two before attempting any other means of requesting an update, such as sending them a direct message through Kickstarter. The creator may be receiving a lot of requests which may mean they are taking longer to get back to everyone.
What if the creator posts an update that doesn’t address my question?
For some creators, they may have planned their update content in advance, or have received a lot of questions that they are addressing as quickly as they can.
If the next update the creator posts doesn’t address your specific question we recommend sending them a direct message through Kickstarter.
Why can’t Kickstarter force a creator to post an update?
Every creator will have their own preference for how best to keep their backers in the loop. For some, this may be only posting an update when they feel that they have something sufficient to share. Other creators will enthusiastically post an update for their community every week without fail.
While we can’t force a creator to post an update, in instances where an update is long overdue we do reach out to creators to remind them of their obligation to their backers.
Our article “What can Kickstarter do when a creator does not fulfill their project rewards?” details further actions we may take.