Hello,

I had Rime of the Frostmaiden purchased for my account as a gift, and redeemed the code. Why can I not access the campaign from the d&d beyond mobile app?

Thanks

-If you just purchased it, there might be a delay due to server side cache.  Can you access it from the website?

-One common reason for this experience is that the user inadvertently has two (or even more!) accounts at DDB.  For reasons I don't understand, that is apparently easy to do by mistake.  So make sure that you are signed in to the right account in the app.

-You could also check to see if your entitlements need to be synced.  Click on your user name at the top right of this page, choose account, and then click on the Marketplace tab.  Under account entitlements, check to see if you need to sync entitlements.  If so, click the sync button.  Either way, scroll down on that same page and make sure that Rime of the Frost Maiden is listen.

-If those don't work, open the app, tap on Account, and then tap (or maybe double tap or long tap) on your avatar image; a line called "Customer Support" should appear.  tap on that and choose "Download latest manifest"

Please let us know what worked, or if nothing did (I hope it's not the latter!)

Hello! Thanks for the response!

I tried all of the steps listed, and nothing seems to have quite worked. It did verify my entitlements are synced, and it seemed like I was using the same account across both the website and the app.

Maybe I should find a way to escalate this to customer support?

You could also try uninstalling and reinstalling the app. 

Hi IamSposta! 

I had actually done that before I came here for advice because the app was looking strangely... Dated. Not at all like the things I'm seeing in the advertisements for D&D Beyond. I had chalked that up to the difference between mobile and desktop, eventually.

Yeah, contacting support is your next step.