We’ve had an incredibly disappointing experience with Goodstack as an organization, and we feel compelled to share it in hopes that others can avoid similar frustration. As representatives of Stop Child Abuse, a nonprofit dedicated to protecting vulnerable children, we applied for Adobe’s nonprofit discount program through TechSoup, expecting a smooth process given our pre-verified status. Instead, what followed was a baffling series of delays, vague responses, and a complete lack of accountability from Goodstack, who apparently handles verification for this program.On March 31, 2025, we received an initial denial from Goodstack with no explanation beyond a generic link to Adobe’s eligibility requirements. Confused, we reached out immediately, asking for clarification on why we were denied and how Goodstack was involved, especially since we applied via TechSoup. We also pointed out that we already have a Goodstack account, are verified with them, and have received services from them before—making the denial even more perplexing.Their first response, from Arbe on April 1, was a boilerplate acknowledgment promising a follow-up “as soon as possible,” with no timeline or substance. Days later, on April 7, Evangeline replied, asking for 72 more hours to review our website—still no answers to our specific questions. We pushed back, highlighting how the whole point of TechSoup pre-verification is to expedite this process and asking why it was taking so long, especially given our existing Goodstack verification. We also reiterated our unanswered question: how could a TechSoup request lead to a Goodstack denial?Finally, Jolyon responded on April 7, confirming our eligibility and asking us to reapply, claiming they’d updated our category. Great—but they completely sidestepped our concerns about the delay and the TechSoup-Goodstack disconnect. Worse, they closed the case without addressing these issues or offering any assurance that this wouldn’t happen again. We’re left with no understanding of what went wrong, why it took over a week to resolve something that should’ve been straightforward, or how their process failed so badly despite our established relationship with them.The lack of transparency and accountability here is unacceptable. For a company claiming to “revolutionize how the world does good,” Goodstack’s handling of this was anything but supportive. Nonprofits like us rely on efficient, reliable partners, and this experience wasted our time and energy—resources we can’t afford to lose. We’d caution any organization considering Goodstack’s services to think twice. If they can’t explain their own process or respect their clients’ need for clarity, they’re not the partner they promise to be.
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