I have to say, I've never quite seen the level of privilege people are displaying on this thread.
They are attempting to resolve the issue itself, as well as fix any accounts that may have been impacted by it.
Minimum that's two teams of people.
Maybe it's because I learned html before myspace and Dreamweaver, but it's not always a quick button press.
This is an issue involving both the service and the card attached, they are approaching it with the seriousness and level of attention it needs.
Take a second, take a breath, let it play out.
Being angry and upset is alright. However it won't change anything.
If being angry and upset is alright, then let all of us who have issues be angry and upset.
I also learned html, and C++, back in the dawn of the internet before many things, and understand the complexity of fixing a problem like this. However I also understand how easy the implementation of an "update payment information" screen is...which DNDB has never had available, instead utilizing this archaic method of "completely cancel your subscription and open a new subscription with new payment info" and now their customer base is feeling the scrape of years of bad foresight because of course that system broke.
And if this is the highest level of privilege you've ever seen humanity exhibit, consider yourself lucky.
If anyone here who is in a tight spot with money is being multi-charged. Claim it as fraudulent and maybe if enough people do it (It's rather easy to prove that the system isn't working and that you're not getting what is being paid for) they'll fix the 3~4 month old problem because they're tired of people costing them $$$ (Every time they get a chargeback this way the banks charge them extra for the work they had to do to get the money back) Sincerely, Someone who actually cares about your money, and knows that chargebacks hurt businesses heftily (it's why they're railing against people filing for refunds via 3rd parties)
Hi, I wanted to get back into dnd. When I went to renew my subscription it displayed "Couldn't Collect Payment". Then when I went to cancel it displayed "ajax error". Now I'm in limbo where I can't renew or cancel, and I have no subscription benefits. I put in a support ticket and they haven't replied to me. What do I do?
I’ve had the same problem where I wanted to change my subscription from 1m to 6m renewal. They had a problem with the payment that I fixed but they still proceeded to cancel my subscription and I also get the screen with the Ajax error.
What’s with only providing US business hours support? I’m in Australia and work in IT - any customer facing application should have 24x7 support for basic helpdesk stuff. This isn’t a tiny startup any more - it’s a multi $m business.
I’m also an IT professional and you’re missing the point of this thread by some distance.
1. I haven’t seen anyone take aim at individual devs or support folks. The frustration is aimed at the company.
2. This issue (or versions of the same issue) have been around for months if not years. This isn’t a trivial feature issue but one that impacts users ability to use content and features they’re paying for and impacts the company’s ability to collect payment. This is a core business issue.
3. Any serious IT company will prioritise fixing core issues over releasing new features / content. There have been significant content releases in that timeframe. This appears to suggest that resources are not aligned to business priorities or that it’s harder to fix than is being let on.
4. My read of this is that they probably have a crappy interface with a 3rd party system that manages payments / user status (directory) that they have no control over. So they’re basically throwing their support team under the bus to manually resolve & apologise for each problem individually.
If we (and the support guys) are lucky they’re building a new integration or migrating to a new system in the background but until then we’re stuck in the Stone Age.
My subscription payments are deducted on the 19th of each month. It was taken out this month but I have had an email saying that the payment could not be taken and my subscription has been deactivated. It won’t allow me to reactive it. Please fox ASAP
My subscription payments are deducted on the 19th of each month. It was taken out this month but I have had an email saying that the payment could not be taken and my subscription has been deactivated. It won’t allow me to reactive it. Please fox ASAP
You will need to submit a support ticket. See the link in my signature.
My subscription was renewed on the 4th I tried to switch to monthly rather than yearly but the yearly amount was taken, I figured its fine I will just go with the yearly one, however now I have no subscription active despite the payment going through. I have opened a support ticket and am yet to get any response. This is incredibly frustrating now not being able to have access to all my characters and more so the shared content via campaigns to my groups.
Playing the waiting game currently and will soon just contact my card issuer for a chargeback and go with alternative options if this is not resolved soon. A shame because I have always enjoyed using this platform.
Apologies for the delay (and the use of a meme outside of the Off-topic sub-forum)... But I do have an update! The teams have been working behind the scenes to resolve the main issue where a Subscription got stuck when the renewal payment failed.
Users who are getting to the "Could Not Collect Payment" screen will now be able to click on the Cancel Subscription button and this will cancel the failed sub - and more importantly - allow you to then start a new subscription right away (all without any involvement by the support team!).
If you already have raised a Support Ticket - we will still get a response to you, and either verify you were able to do this or, if you hadn't yet done this step, go through our manual cancellation process (either way, your account will get correctly reset to be able to start a new sub if you wish). As has been mentioned, we are trying to get through support tickets as quickly as possible. If you are waiting longer than three business days please PM me your ticket number.
We are aware of and working on some of the other subscription issues (I know a few users here have mentioned they could not change their payment method on the Manage Sub page - that's also being looked at). When I do have more news to share on this I will post it here. I do want to thank everyone for being patient; with billing systems, we have to run a lot of testing and QA checks on any fix or update we release into production to ensure the issue didn't become something worse. I know the teams behind the scenes were wanting to get issues resolved just as much as I kept bugging them constantly on updates.
It has been nearly a month since payment was taken and my subscription was not renewed, the support ticket I have opened is still yet to even get a reply or acknowledgment of being received or looked into. A whole month I have not been able to use my shared campaigns and have had to limit the characters I am able to use because of this error.
It has been nearly a month since payment was taken and my subscription was not renewed, the support ticket I have opened is still yet to even get a reply or acknowledgment of being received or looked into. A whole month I have not been able to use my shared campaigns and have had to limit the characters I am able to use because of this error.
See Sorce’s post just above you. If you have been waiting more than 3 days for a support ticket response, PM Sorce.
I want to update what tier I am for subscription. I am currently at Hero Tier and would like to upgrade to Master Tier. I tried unsubscribing, so I can just re-subscribe at Master Tier level, but I apparently have to wait for my current to end and then maybe then I can upgrade. I'm currently starting a campaign and want to share my resources with my players, so we can dive into the campaign. Is there anything further that I can do or do I have to be patient for my current sub expire?
I want to update what tier I am for subscription. I am currently at Hero Tier and would like to upgrade to Master Tier. I tried unsubscribing, so I can just re-subscribe at Master Tier level, but I apparently have to wait for my current to end and then maybe then I can upgrade. I'm currently starting a campaign and want to share my resources with my players, so we can dive into the campaign. Is there anything further that I can do or do I have to be patient for my current sub expire?
Under ordinary circumstances, you would submit a support ticket (see link in my signature) and they could arrange it for you. Right now, support is really backed up due in great part to the whole debacle with the manage subscriptions area that has happened. So, while it’s still an option, it will take a while. If you pursue it, please be patient. And please be kind to the support staff. they aren’t responsible for the bugs in the system, nor is it their fault that they are understaffed and underworked.
Subs seem bugged in general. I bought a sub earlier and i dont have it yet. Saw at least 2 people on discord with similar issues
If being angry and upset is alright, then let all of us who have issues be angry and upset.
I also learned html, and C++, back in the dawn of the internet before many things, and understand the complexity of fixing a problem like this. However I also understand how easy the implementation of an "update payment information" screen is...which DNDB has never had available, instead utilizing this archaic method of "completely cancel your subscription and open a new subscription with new payment info" and now their customer base is feeling the scrape of years of bad foresight because of course that system broke.
And if this is the highest level of privilege you've ever seen humanity exhibit, consider yourself lucky.
If anyone here who is in a tight spot with money is being multi-charged. Claim it as fraudulent and maybe if enough people do it (It's rather easy to prove that the system isn't working and that you're not getting what is being paid for) they'll fix the 3~4 month old problem because they're tired of people costing them $$$ (Every time they get a chargeback this way the banks charge them extra for the work they had to do to get the money back)
Sincerely,
Someone who actually cares about your money, and knows that chargebacks hurt businesses heftily (it's why they're railing against people filing for refunds via 3rd parties)
Hi, I wanted to get back into dnd. When I went to renew my subscription it displayed "Couldn't Collect Payment". Then when I went to cancel it displayed "ajax error". Now I'm in limbo where I can't renew or cancel, and I have no subscription benefits. I put in a support ticket and they haven't replied to me. What do I do?
I’ve had the same problem where I wanted to change my subscription from 1m to 6m renewal. They had a problem with the payment that I fixed but they still proceeded to cancel my subscription and I also get the screen with the Ajax error.
What’s with only providing US business hours support? I’m in Australia and work in IT - any customer facing application should have 24x7 support for basic helpdesk stuff. This isn’t a tiny startup any more - it’s a multi $m business.
@Sleepysnipersloth
I’m also an IT professional and you’re missing the point of this thread by some distance.
1. I haven’t seen anyone take aim at individual devs or support folks. The frustration is aimed at the company.
2. This issue (or versions of the same issue) have been around for months if not years. This isn’t a trivial feature issue but one that impacts users ability to use content and features they’re paying for and impacts the company’s ability to collect payment. This is a core business issue.
3. Any serious IT company will prioritise fixing core issues over releasing new features / content. There have been significant content releases in that timeframe. This appears to suggest that resources are not aligned to business priorities or that it’s harder to fix than is being let on.
4. My read of this is that they probably have a crappy interface with a 3rd party system that manages payments / user status (directory) that they have no control over. So they’re basically throwing their support team under the bus to manually resolve & apologise for each problem individually.
If we (and the support guys) are lucky they’re building a new integration or migrating to a new system in the background but until then we’re stuck in the Stone Age.
My subscription payments are deducted on the 19th of each month. It was taken out this month but I have had an email saying that the payment could not be taken and my subscription has been deactivated. It won’t allow me to reactive it. Please fox ASAP
You will need to submit a support ticket. See the link in my signature.
Trying to Decide if DDB is for you? A few helpful threads: A Buyer's Guide to DDB; What I/We Bought and Why; How some DMs use DDB; A Newer Thread on Using DDB to Play
Helpful threads on other topics: Homebrew FAQ by IamSposta; Accessing Content by ConalTheGreat;
Check your entitlements here. | Support Ticket LInk
I'm getting the same error right now :c
Same here
damn
damn
Yeah I'm getting this too.
This is ridiculous. Can't believe this been a problem for months and they still haven't fixed it.
My subscription was renewed on the 4th I tried to switch to monthly rather than yearly but the yearly amount was taken, I figured its fine I will just go with the yearly one, however now I have no subscription active despite the payment going through. I have opened a support ticket and am yet to get any response. This is incredibly frustrating now not being able to have access to all my characters and more so the shared content via campaigns to my groups.
Playing the waiting game currently and will soon just contact my card issuer for a chargeback and go with alternative options if this is not resolved soon. A shame because I have always enjoyed using this platform.
Apologies for the delay (and the use of a meme outside of the Off-topic sub-forum)... But I do have an update! The teams have been working behind the scenes to resolve the main issue where a Subscription got stuck when the renewal payment failed.
Users who are getting to the "Could Not Collect Payment" screen will now be able to click on the Cancel Subscription button and this will cancel the failed sub - and more importantly - allow you to then start a new subscription right away (all without any involvement by the support team!).
If you already have raised a Support Ticket - we will still get a response to you, and either verify you were able to do this or, if you hadn't yet done this step, go through our manual cancellation process (either way, your account will get correctly reset to be able to start a new sub if you wish). As has been mentioned, we are trying to get through support tickets as quickly as possible. If you are waiting longer than three business days please PM me your ticket number.
We are aware of and working on some of the other subscription issues (I know a few users here have mentioned they could not change their payment method on the Manage Sub page - that's also being looked at). When I do have more news to share on this I will post it here. I do want to thank everyone for being patient; with billing systems, we have to run a lot of testing and QA checks on any fix or update we release into production to ensure the issue didn't become something worse. I know the teams behind the scenes were wanting to get issues resolved just as much as I kept bugging them constantly on updates.
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It has been nearly a month since payment was taken and my subscription was not renewed, the support ticket I have opened is still yet to even get a reply or acknowledgment of being received or looked into. A whole month I have not been able to use my shared campaigns and have had to limit the characters I am able to use because of this error.
See Sorce’s post just above you. If you have been waiting more than 3 days for a support ticket response, PM Sorce.
Trying to Decide if DDB is for you? A few helpful threads: A Buyer's Guide to DDB; What I/We Bought and Why; How some DMs use DDB; A Newer Thread on Using DDB to Play
Helpful threads on other topics: Homebrew FAQ by IamSposta; Accessing Content by ConalTheGreat;
Check your entitlements here. | Support Ticket LInk
I want to update what tier I am for subscription. I am currently at Hero Tier and would like to upgrade to Master Tier. I tried unsubscribing, so I can just re-subscribe at Master Tier level, but I apparently have to wait for my current to end and then maybe then I can upgrade. I'm currently starting a campaign and want to share my resources with my players, so we can dive into the campaign. Is there anything further that I can do or do I have to be patient for my current sub expire?
Under ordinary circumstances, you would submit a support ticket (see link in my signature) and they could arrange it for you. Right now, support is really backed up due in great part to the whole debacle with the manage subscriptions area that has happened. So, while it’s still an option, it will take a while. If you pursue it, please be patient. And please be kind to the support staff. they aren’t responsible for the bugs in the system, nor is it their fault that they are understaffed and underworked.
Trying to Decide if DDB is for you? A few helpful threads: A Buyer's Guide to DDB; What I/We Bought and Why; How some DMs use DDB; A Newer Thread on Using DDB to Play
Helpful threads on other topics: Homebrew FAQ by IamSposta; Accessing Content by ConalTheGreat;
Check your entitlements here. | Support Ticket LInk