Quote from TrippDueces >>

Having the same issue I saw it Saturday and sent my ticket in about how long is it usually taking for them to get back to it?

 Sorce (one of the support staff) said their trying to aim for A 3 day turn around at the moment, due to how many requests they have. But that’s 3 business days. Support folks don’t work weekends. 

I know support staff is busy worth this but like, do we know how long it's going to take to get subversion issues fixed? I put my ticket in like, 4 days ago and haven't heard a thing.

I get y'all are are probably having some growing pains with the WotC. Fair. But like, at least give folks some updates.

Ditto. I want to give them money it seems like they would be more on top of this. 

I managed to find a solution for the similar problem of my own, but I got some preconditions. My subscription has timed out with the debit card I used and I was unable to resubscribe with same "unpaid" error. Even after I updated the payment info (by buying one of the books), I was still getting the error, but the error was not present in the iPad app and I was able to pay in full. I'm not sure whether it will help anybody - but if you own an iPad you might want to try and subscribe via the dndbeyond app. Otherwise - maybe at least try and subscribe via the mobile app? Obviously if the error just appeared in the middle of your subscription, don't do that :D

STAFF COMMENT: Please do not subscribe through the app as it does not fix the underlying issue and makes the support team's job harder to resolve. It also locks you into a sub through Google/Apple which does not have the ability to upgrade/downgrade or change the payment method. If at any point you have an issue with the sub and wish to stop it also means you have to petition for changes to Google/Apple, we cannot assist with subs via Google/Apple as the purchase does not go through us.

Thank you! I used the app and it worked like a charm. 

STAFF COMMENT: Please do not subscribe through the app as it does not fix the underlying issue and makes the support team's job harder to resolve. It also locks you into a sub through Google/Apple which does not have the ability to upgrade/downgrade or change the payment method. If at any point you have an issue with the sub and wish to stop it also means you have to petition for changes to Google/Apple, we cannot assist with subs via Google/Apple as the purchase does not go through us.

Quote from VQuilin >>

I managed to find a solution for the similar problem of my own, but I got some preconditions. My subscription has timed out with the debit card I used and I was unable to resubscribe with same "unpaid" error. Even after I updated the payment info (by buying one of the books), I was still getting the error, but the error was not present in the iPad app and I was able to pay in full. I'm not sure whether it will help anybody - but if you own an iPad you might want to try and subscribe via the dndbeyond app. Otherwise - maybe at least try and subscribe via the mobile app? Obviously if the error just appeared in the middle of your subscription, don't do that :D

 Dude you are a life saver I got my campaign in couple days and needed some of this stuff.  Anyone who sees this repost Vquilins post so people can see it.  It worked for me on Android too.  Thanks so much 

STAFF COMMENT: Please do not subscribe through the app as it does not fix the underlying issue and makes the support team's job harder to resolve. It also locks you into a sub through Google/Apple which does not have the ability to upgrade/downgrade or change the payment method. If at any point you have an issue with the sub and wish to stop it also means you have to petition for changes to Google/Apple, we cannot assist with subs via Google/Apple as the purchase does not go through us.

Quote from VQuilin >>

I managed to find a solution for the similar problem of my own, but I got some preconditions. My subscription has timed out with the debit card I used and I was unable to resubscribe with same "unpaid" error. Even after I updated the payment info (by buying one of the books), I was still getting the error, but the error was not present in the iPad app and I was able to pay in full. I'm not sure whether it will help anybody - but if you own an iPad you might want to try and subscribe via the dndbeyond app. Otherwise - maybe at least try and subscribe via the mobile app? Obviously if the error just appeared in the middle of your subscription, don't do that :D

 In the very first post in this Megathread, Sorce, a support staff person specifically requests that folks not try subscribing through the app as a fix, because it complicates resolving the underlying issue.  

I understand many people are waiting - trust me, I'm staring at the queue trying to figure out how I can get 96 hours' worth of work done in an 8 hour period. Please DO NOT SUB VIA THE APP to try and override the base issue - it causes more problems.

Anytime there is an issue that interacts with the billing system, any resolution takes extra time to put in place as testing and checks need to be done. If we just click some buttons and hope it resolves it we could potentially shut down any sub or purchase. I understand you all want this fixed, and so do I. We are going as fast as we can without making the problem worse. 

Please follow the instructions I have provided in the initial post. If you are waiting over the 3 business day waiting period for your ticket. Private Message me the ticket number (I've said this a few times now).

Hi!  No bugs!  No grief!  Just Thanks!  I was able to re-sub today after a week of my players not being able to access their characters, and we will be able to continue with the previously cancelled game tonight!  This is awesome, you guys rock!  Thank you so much!!

Thank you very much for resolving my billing issue. Y'all rock and we super appreciate all y'all do!

I actually made sure that my account was paid through until october of this year and couldn't get access to any of my master tier benefits. I thought it was odd, but tried to pay for a monthly sub just to get my next few sessions out until I could pay for a large bulk purchase. Kept saying It couldn't collect payment. At that point I cancelled my current sub and figured that there was some conflict between the two. Still couldn't collect payment. Now I'm worried that I'll lose my remaining 6~ months on my yearly sub because I was an idiot. 

Well, that's embarassing. I'm sorry for misleading some folks and hope it will not bring too much of a headache to my fellow developer colleagues. In my defense, the first post is a bit old, not available on every page (guess, the forum drive doesn't support pinned messages?) and it only mentions the word "app" in the very end all lowercase :)

However, I still wonder, if using the working apple/google payment method is too bad vs broken for months mechanism of ddb. In my experience, the payment issues and subscription cancellation for apple/google are being resolved in a matter of hours, not days. Why would you discourage us using it? Can you share the technical reason behind that or give at least some insight on whether each occurrence of the issue is being fixed manually or is it more a, say, array of data migrations for selected users? Are you understaffed right now? Should I revert the app payment asap? :D

Quote from VQuilin >>

Well, that's embarassing. I'm sorry for misleading some folks and hope it will not bring too much of a headache to my fellow developer colleagues. In my defense, the first post is a bit old, not available on every page (guess, the forum drive doesn't support pinned messages?) and it only mentiones the word "app" in the very end all lowercase :)

However, I still wonder, if using the working apple/google payment method is too bad vs broken for months mechanism of ddb. In my experience, the payment issues and subscription cancellation for apple/google are being resolved in a matter of hours, not days. Why would you discourage us using it? Can you share the technical reason behind that or give at least some insigt on whether each occurrence of the issue is being fixed manually or us it more a, say, array of data migrations for selected users? Are you understaffed right now? Should I revert the app payment asap? :D

 Whilst subscribing through the app gives a subscription, it doesn't actually fix the broken subscription that didn't renew properly. I still don't know how the team providing the overall fix is going to implement whatever they are doing - so starting a new subscription could potentially end you with 2 - and payments via the app are through Google Play or Apple. We have no capability to touch those transactions as they are not through us. You would then have to rely on Google Play/Apple issuing a refund or changing a sub.

Anytime you pay for something through the app it goes through the app store. That third party is the merchant you've purchased from. Suddenly adding a third party to an issue still being resolved complicates the whole process. This is why I've edited posts to put reminders to not touch anything. The support team is working through manually fixing accounts and the dev team are working on an overall fix.

If I'm not overstepping here, probably, might be a good idea to temporarily change the text resource on /subscription/unpaid page to add the action points that are mentioned here. I've been using the app for ages and only got on the forum twice, and I might not be the only one to rush things to everyone's suffering.

Thanks for your reply!

Still happening in alMay. I literally just subscribed, then went to add a couple of homebrew races to my account(Cause that's why I subscribed)

Afterwards, I spent some time creating a new character and decided to pause for a moment to buy myself a couple of sub-classes to finish the char, and prevent another one from breaking further down the line. (Friend helped me get a missing class for that one)

And the now, as I'm completing everything, I decided to go check for a homebrew weapon for my character, and was told I couldn't add it to my collection because I need a subscription. That I literally just got before this whole mess.. (says 6/6, I know the app also showed unlimited before) I tried the relog method, doesn't work. It's almost as if my sub was cancelled.. (which I did not do. Bought it for the month, I'm just saying how it feels, cause I can sub again..)

Got a master annual subscription but when it’s come to renew this year I really can’t afford the added expense. Is there a way to get a refund? If I cancel and refund it what happens to the characters I have made and saved? What happens to my homebrew and resources? And how can I get the refund in the first place 

I had my subscription cancelled as they thought that would be a fix but now I can't re-subscribe. Please advise another method to subscribe to ensure my campaign keeps access.

please give me my money back. We are struggling as it is. I was charged THREE times! For a master tier and I am not going to sit there and leave the subscription active for you to resolve an issue that is causing you to suck money out of my paypal account.

Quote from DevilSoprano >>

 

I had my subscription cancelled as they thought that would be a fix but now I can't re-subscribe. Please advise another method to subscribe to ensure my campaign keeps access.

 You will need to submit a support ticket to resolve this, as the OP indicates. please keep in mind that support does not work weekends.  Please also be patient and do not submit duplicate support tickets: when that happens, the person’s place in the queue is reset to the timestamp of the most recent ticket meaning it will only take longer for them to get to that person.  

Quote from astrarium >>

please give me my money back. We are struggling as it is. I was charged THREE times! For a master tier and I am not going to sit there and leave the subscription active for you to resolve an issue that is causing you to suck money out of my paypal account.

  You will need to submit a support ticket to resolve this, as the OP indicates. please keep in mind that support does not work weekends.  Please also be patient and do not submit duplicate support tickets: when that happens, the person’s place in the queue is reset to the timestamp of the most recent ticket meaning it will only take longer for them to get to that person.