***Update, 30th April***
As so many people are now accessing the reports at the same time, they are taking longer than normal to be generated. You should not be experiencing any time-outs, but please be patient when downloading reports or try running them early in the morning or in the late afternoon.
They may take longer, but this will only be for the short term – and you can read how we are planning to improve this in future here.
***End of update***
As you may know, we suspended the ability to download payment reports during the London Marathon peak because our servers couldn’t support the heavy website traffic combined with the increased usage of bigger-than-normal reports (due to many charities needing to download lots of reports to close the books at year end) all at the same time.
For this, we are sorry. Really, really sorry. We realise this has caused a lot of frustration for a lot of people and understand that over the last couple of weeks we have not provided the level of service that we normally do.
And that makes us angry. Angry because we care about what we do. We’re passionate about helping people raise money online (and all that encompasses) and when we fall short of our reason for being, and our company values, that really frustrates us.
So quite simply, keeping the reports up would have meant people couldn’t donate. But the root causes are a bit more complicated, so next week our CTO (up now here) will give you a full and detailed explanation of what happened, our decisions, and what we plan to do to prevent this in future.
And to give you some context for the traffic we had, below is a six-month graph showing the daily reach of Justgiving in comparison to Everyclick and Sport Relief (the most popular charity website according to the latest Hitwise report).