How do we get support from a human? all my books won't load

In DND beyond app, about a week ago after an update, my iPad stopped loading my books and characters and campaigns.

I use my iPad offline to read all the books Ive bought digitally - currently none of those are showing, my campaigns and characters are gone. I can only access my materials online now and that's not always practical when travelling.

I lodged a ticket, waiting 5 days. Eventually I was told "you have a google sign in connected" - that's it, not a suggestion to use it, to clear cookies, nothing, just an observation. So I logged in and out with that, no change, reported back - begging for help.

Another two days, I get a COPY PASTE response - I know it is because the intructions that go with it were copied into the reply - asking for account verification and giving instructions on changing my account log in method - which has NOTHING TO DO with my content not loading!!

How does someone who has spent huge amounts of money on digital assets and is a master tier subscriber get help! I can see myself going back and forth with either a robot or a junior for weeks at this rate.

Any advice - or is anyone from WOTC is reading, can you please help?

If anyone has any tips, please share - I've logged out, deleted the app, restarted iPad, reinstalled, logged back in and still it fails to load all content. Like either something is corrupted on the iPad or in my account - Im thinking account because there has a point release app update, repeated the steps above before downloading the new app and it still doesn't load my content.

No problems using website, but as stated, that's a workaround that only works when I actually have the internet, and in Australia the internet is often pretty third world and patchy, so I rely on offline access a lot.

Thanks for the super quick and helpful response!

yes its the same sign in on all platforms but only my ipad is playing up and refusing to load content.

app_version: 2.91.1 (236)
system_version: iPadOS 27.0
device_model: iPad13,16
manufacturer: Apple, Inc.
language: en
user_id: 120772390

Checked iPhone which is working fine. 

app_version: 2.91.1 (236)
system_version: iOS 27.0
device_model: iPhone17,1
manufacturer: Apple, Inc.
language: en
user_id: 120772390

tried that multiple times, still talking to support but they just clicked the button to refresh my licenses. That won't help as all other platforms are fine, this is something specific to my iPad only and I have no idea where to turn for help/

Is there a limit to the number of mobile devices that can be attached to an account? I see 10 on my list, is that potentially the max and thats why its not working?

Any guidance from anyone, still going round in circles with a support chat thatter that ignores my questions and responses to their copy paste questions that are unrelated to the issue.

I’m having the same issue on my iPad and have tried logging out, deleting and reinstalling as well. I even confirmed that I have the most update iOS. I viewed my mobile devices and am at 13. Doesn’t seem to be a way to clear them though. 

so sorry to hear that - super frustrating. How many books do you own? I only ever bought digital and now I cannot read them without the internet, which feels like a total rip off.

Been trying to solve this for over a week and the only support suggestions are completely unrelated to the problem. Very frustrating.

I posted screenshots to the support ticket. Cant the support person escalate my case to the mobile team? #5342920
nearly two weeks and no offline access to my digital assets and the most help I have had is from the forums.

your support manager needs new kpis.

Its been two weeks and wizards of the coast support have done nothing to help me get my books back on my ipad. Im seriously considering legal action based on australian consumer law and my rights regarding digital purchases. This is terrible support, and really sad, as Ive been a huge advocate for digital gameplay within my group and now its just impossible to get help.

Another app update gave me hope. I deleted the app off ios via system settings, general, storage to clear all software releated. Deleted the app. Installed the new app with the latest update, logged in with apple id, still no books, campaigns, or characters load. Times out. Once more post here and once more update the support ticket which has been going for over 2 weeks now. Digital purchasers on master tier, be aware.

Doesn't really help your case that you ignored the last post by the mod trying to help you, bud.

Apple doesn't have a way to roll back app updates to previous versions, does it?

Understand my frustration when Im giving all that info to support repeatedly and then have to repost it here on forums to get help? The amount of money Ive spent with wizards makes this…..grrrrr

i gave the admin my support ticket which has everything in it. All I was hoping for was an escalation on that ticket. “Hey support dude, this guys losing it, can mobile team pickup that ticket?”

that shouldnt need me to post screenshots here, should it? The pages dont load, what more is there to say?

Quote from spamandtuna >>

What happens in the app on those screens, though (Library, Characters, Campaigns)? Does it show any kind of message, or does it just keep loading forever?

You've neglected to answer this, specifically. Knowing the exact behavior (rather than the general "it doesn't load") can help narrow the issue down. 

When it comes to tech support, answering every question truthfully and precisely is the cleanest route to a solution.

I appreciate any help I can get, my frustration is that it takes a moderator to step in to get support to do their jobs.

somehow, it got resolved yesterday.

i can now see all my content on my ipad again. Many thanks for putting up with the ongoing posts, but I cant help that feel that without your help and this post Id still be going around in circles with support.