My subscription expired today but when I attempted to buy a new subscription it wouldnt let me. It just kept saying I had to cancel my subscription but in my account page it says I am not subscribed! It just goes in this loop
It's not been resolved - I have the same issue. I was issued a new card, and I cannot update it. I tried cancelling to then restart a new one, and received an email confirming it, however the page never left the loading animation. If I try and click on either tier to presubscribe it takes me straight to the "Couldn't Accept Payment" page.
Hi all - apologies for taking so long to post on the forums, but as a few users have mentioned, we are in a bit of a ticket backlog. We have the team working on the root issue (as always, no ETA), but for anyone impacted, we can manually reset the account - please raise a Support Ticket (http://dndbeyond.link/SubmitTicket) and ensure you are including your username and marking as Subscription Help > Renewal Issues (for the category).
Can I please stress - do not try to resolve yourself, don't try to cancel multiple times, or start a sub via the app. Doing this can make the under lying issue harder for us to resolve. I understand it is frustrating, but when it comes to Billing related issues if they are not resolved exactly the correct way, it can cause further issues down the road.
The Support team is working as quickly as we can and trying to claw back the wait time. Please also don't raise multiple tickets - if you got a ticket number, it will get resolved.
If I don't currently have a problem with my subscription, but I know I need to resubscribe with new payment information sometime tomorrow, should I attempt to use the website subscription page tomorrow to cancel my current sub and start a new subscription (immediately submitting a ticket if the process goes wrong at any stage), or just go ahead and submit a support ticket now?
I want to wait until after our campaign's session tomorrow to avoid losing access to content sharing & my characters before then.
Rollback Post to RevisionRollBack
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
I would of course respond with "what issue are you facing?" (*cough* you should not have the cannot load payment info box and instead have an Update Payment option now *cough* - which I'll add, is a brand new issue that I've just become aware of, so urrgghhh)
I would of course respond with "what issue are you facing?" (*cough* you should not have the cannot load payment info box and instead have an Update Payment option now *cough* - which I'll add, is a brand new issue that I've just become aware of, so urrgghhh)
I just used that Update Payment box, and was able to fill in my info, and afterwards it gave the status message "Payment Information Updated". So fingers crossed that hopefully my next payment will go through tomorrow with no problems! (But of course I'll open a ticket & mention here if it doesn't work.)
Edit: The payment went through! My sub still works!
Terribly frustrating that this issue started at the end of February and is still going on a whole month later
Commenting to bump I guess because I just spend the last 45 minutes trying to find any good information on this instead of being sent in a dead loop because resource pages on this website are awful.
yeps this is really frustrating issue. makes me want to move on and go back to paper..... except i own every single book and want my players to have access to it!
Rather than bumping this thread, if you need assistance is resolving the issue, it must be done via a Support Ticket. I'm sorry you are having the issue, but without a support ticket we don't know which accounts are impacted - the team are still working on the underlying issue.
I think that is part of the problem. It is already cancelled and I am unable to resubscribe. It directs me to contact support only.
-
View User Profile
-
View Posts
-
Send Message
ModeratorI've forwarded your request to a member of the support team.
Feature Requests || Homebrew FAQ || Pricing FAQ || Hardcovers FAQ || Snippet Codes || Tooltips
DDB Guides & FAQs, Class Guides, Character Builds, Game Guides, Useful Websites, and WOTC Resources
I'm having the same problem and haven't heard back from support yet though I made a ticket already.
-
View User Profile
-
View Posts
-
Send Message
ModeratorThere is a backlog of tickets at the moment. Due to the recent issues with subscriptions, they have gotten quite a lot of requests.
Feature Requests || Homebrew FAQ || Pricing FAQ || Hardcovers FAQ || Snippet Codes || Tooltips
DDB Guides & FAQs, Class Guides, Character Builds, Game Guides, Useful Websites, and WOTC Resources
My subscription expired today but when I attempted to buy a new subscription it wouldnt let me. It just kept saying I had to cancel my subscription but in my account page it says I am not subscribed! It just goes in this loop
It's not been resolved - I have the same issue. I was issued a new card, and I cannot update it. I tried cancelling to then restart a new one, and received an email confirming it, however the page never left the loading animation. If I try and click on either tier to presubscribe it takes me straight to the "Couldn't Accept Payment" page.
I just had the same issue. Try to resubscribe through the app instead.
I dont have an android or smart phone, so I cant access the app.
Then unfortunately you might have to submit a ticket for billing issues. And don't be surprised if it takes a while for them to get back to you.
-
View User Profile
-
View Posts
-
Send Message
ModeratorHi all - apologies for taking so long to post on the forums, but as a few users have mentioned, we are in a bit of a ticket backlog. We have the team working on the root issue (as always, no ETA), but for anyone impacted, we can manually reset the account - please raise a Support Ticket (http://dndbeyond.link/SubmitTicket) and ensure you are including your username and marking as Subscription Help > Renewal Issues (for the category).
Can I please stress - do not try to resolve yourself, don't try to cancel multiple times, or start a sub via the app. Doing this can make the under lying issue harder for us to resolve. I understand it is frustrating, but when it comes to Billing related issues if they are not resolved exactly the correct way, it can cause further issues down the road.
The Support team is working as quickly as we can and trying to claw back the wait time. Please also don't raise multiple tickets - if you got a ticket number, it will get resolved.
Site Rules & Guidelines || How to Tooltip || Contact Support || Changelog || Pricing FAQ || Homebrew FAQ
If you have questions/concerns, please Private Message me or another moderator.
Wary the wizard who focuses on homebrew, for he can create nightmares that you wouldn't even dream of
Be sure to mention that in the Sub Issues Megathread, Sorce; this isn't the thread where people mentioned using the app to resub.
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
-
View User Profile
-
View Posts
-
Send Message
ModeratorI knew there was a mega thread somewhere... Let me merge because that's where I thought this was going...
Site Rules & Guidelines || How to Tooltip || Contact Support || Changelog || Pricing FAQ || Homebrew FAQ
If you have questions/concerns, please Private Message me or another moderator.
Wary the wizard who focuses on homebrew, for he can create nightmares that you wouldn't even dream of
If I don't currently have a problem with my subscription, but I know I need to resubscribe with new payment information sometime tomorrow, should I attempt to use the website subscription page tomorrow to cancel my current sub and start a new subscription (immediately submitting a ticket if the process goes wrong at any stage), or just go ahead and submit a support ticket now?
I want to wait until after our campaign's session tomorrow to avoid losing access to content sharing & my characters before then.
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
-
View User Profile
-
View Posts
-
Send Message
ModeratorI would of course respond with "what issue are you facing?" (*cough* you should not have the cannot load payment info box and instead have an Update Payment option now *cough* - which I'll add, is a brand new issue that I've just become aware of, so urrgghhh)
Site Rules & Guidelines || How to Tooltip || Contact Support || Changelog || Pricing FAQ || Homebrew FAQ
If you have questions/concerns, please Private Message me or another moderator.
Wary the wizard who focuses on homebrew, for he can create nightmares that you wouldn't even dream of
I just used that Update Payment box, and was able to fill in my info, and afterwards it gave the status message "Payment Information Updated". So fingers crossed that hopefully my next payment will go through tomorrow with no problems! (But of course I'll open a ticket & mention here if it doesn't work.)
Edit: The payment went through! My sub still works!
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
Terribly frustrating that this issue started at the end of February and is still going on a whole month later
Commenting to bump I guess because I just spend the last 45 minutes trying to find any good information on this instead of being sent in a dead loop because resource pages on this website are awful.
yeps this is really frustrating issue. makes me want to move on and go back to paper..... except i own every single book and want my players to have access to it!
very frustrated.... just want to pay for a service that works. ticket submitted....
-
View User Profile
-
View Posts
-
Send Message
ModeratorRather than bumping this thread, if you need assistance is resolving the issue, it must be done via a Support Ticket. I'm sorry you are having the issue, but without a support ticket we don't know which accounts are impacted - the team are still working on the underlying issue.
Site Rules & Guidelines || How to Tooltip || Contact Support || Changelog || Pricing FAQ || Homebrew FAQ
If you have questions/concerns, please Private Message me or another moderator.
Wary the wizard who focuses on homebrew, for he can create nightmares that you wouldn't even dream of
Yes I have done that. Waiting to hear back. Also post 100 yay?