There is a known issue they are having with their subscription service right now. It's been happening for about a week. If you need immediate assistance with your subscription please file a support ticket via the 'Support Form' link at the bottom of the page. Please do not make multiple tickets, as it only resets your place in the cue.
I'm encountering this issue. My original card is no longer valid. All I need to do is update my billing info. As for reaching out to the support team, so far this has been a waste of time. I really like DND beyond, but the billing methods and bugs involved with them are an absolute shit show.
I reached out to the support team and it actually seemed to work wonders they completely canceled the subscription so I could fix the issue maybe you're contacting like the wrong department
Still waiting for a response to my support ticket because of this, and am questioning whether or not I even want to. If they're that adamant about not letting me pay them, maybe I should be less adamant about giving them my money.
They have been getting a large influx of support tickets for this issue, so it can take a while. There is a thread where they discuss the current issue with the subscriptions, which I have linked here.
What was the turnaround time for that? It's been over a day for me (which is reasonable, given the influx), but I'm curious what you waited so I know a minimum to prepare for.
They have been getting a large influx of support tickets for this issue, so it can take a while. There is a thread where they discuss the current issue with the subscriptions, which I have linked here.
The info is appreciated. Trying to be patient, but being effectively locked out of my campaigns because I had to get a new debit card is extremely frustrating, especially when I have a few games a week with shared content I've personally spent over $600 on. I understand they're getting slammed and I'm trying to be accommodating, but it feels like in over 4 years of operation they should have come up with a way to update payment info that doesn't rely on "cancel sub or wait for Support" by now. That's where the bulk of my frustration lies.
Just an update to everyone, on a whim I tried loading up the iOS mobile app, and went to try to resubscribe using the payment info attached to my Apple Pay. This worked. My subscription is now active again and it appears to have resolved the issue for me. Hope this is helpful for others.
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
Just an update to everyone, on a whim I tried loading up the iOS mobile app, and went to try to resubscribe using the payment info attached to my Apple Pay. This worked. My subscription is now active again and it appears to have resolved the issue for me. Hope this is helpful for others.
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
Just an update to everyone, on a whim I tried loading up the iOS mobile app, and went to try to resubscribe using the payment info attached to my Apple Pay. This worked. My subscription is now active again and it appears to have resolved the issue for me. Hope this is helpful for others.
Seeing your post, I tried going to My Subscription and the page didn't error out! Maybe they've got the bug fixed now? At the least I can get to the page, haven't tried to do anything there yet.
Rollback Post to RevisionRollBack
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
Just an update to everyone, on a whim I tried loading up the iOS mobile app, and went to try to resubscribe using the payment info attached to my Apple Pay. This worked. My subscription is now active again and it appears to have resolved the issue for me. Hope this is helpful for others.
Working now in Windows 10 Microsoft Edge! I now see options to downgrade, update billing cycle, and cancel.
Can confirm that I was able to re-subscribe through the Android app, so that might be an option for people. Now to send those campaign invites out :D
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
That one happens in a few scenarios that I've seen, the most common is there is not enough money available to be able to pay for the subscription.
You can ways submit a support ticket using the support form link at the bottom of every page on dndbeyond. They are a bit backed up though due to the influx of necessary tickets caused by the issues with their subscription service, which I believe has been resolved.
I have opened a support ticket and unable get a response in 5 days (1139039). My cc was replaced and I can’t update my billing info. My items are limited from my previous master account. Can I please get assistance?
They were getting a lot of people submitting tickets because of the issue they were having with their subscription provider. It's been fixed now though so you should be able to manage your subscription like normal now.
There is a known issue they are having with their subscription service right now. It's been happening for about a week. If you need immediate assistance with your subscription please file a support ticket via the 'Support Form' link at the bottom of the page. Please do not make multiple tickets, as it only resets your place in the cue.
Buyers Guide for D&D Beyond - Hardcover Books, D&D Beyond and You - How/What is Toggled Content?
Everything you need to know about Homebrew - Homebrew FAQ - Digital Book on D&D Beyond Vs Physical Books
Can't find the content you are supposed to have access to? Read this FAQ.
"Play the game however you want to play the game. After all, your fun doesn't threaten my fun."
I'm encountering this issue. My original card is no longer valid. All I need to do is update my billing info. As for reaching out to the support team, so far this has been a waste of time. I really like DND beyond, but the billing methods and bugs involved with them are an absolute shit show.
I reached out to the support team and it actually seemed to work wonders they completely canceled the subscription so I could fix the issue maybe you're contacting like the wrong department
Still waiting for a response to my support ticket because of this, and am questioning whether or not I even want to. If they're that adamant about not letting me pay them, maybe I should be less adamant about giving them my money.
They have been getting a large influx of support tickets for this issue, so it can take a while. There is a thread where they discuss the current issue with the subscriptions, which I have linked here.
Buyers Guide for D&D Beyond - Hardcover Books, D&D Beyond and You - How/What is Toggled Content?
Everything you need to know about Homebrew - Homebrew FAQ - Digital Book on D&D Beyond Vs Physical Books
Can't find the content you are supposed to have access to? Read this FAQ.
"Play the game however you want to play the game. After all, your fun doesn't threaten my fun."
What was the turnaround time for that? It's been over a day for me (which is reasonable, given the influx), but I'm curious what you waited so I know a minimum to prepare for.
The info is appreciated. Trying to be patient, but being effectively locked out of my campaigns because I had to get a new debit card is extremely frustrating, especially when I have a few games a week with shared content I've personally spent over $600 on. I understand they're getting slammed and I'm trying to be accommodating, but it feels like in over 4 years of operation they should have come up with a way to update payment info that doesn't rely on "cancel sub or wait for Support" by now. That's where the bulk of my frustration lies.
Just an update to everyone, on a whim I tried loading up the iOS mobile app, and went to try to resubscribe using the payment info attached to my Apple Pay. This worked. My subscription is now active again and it appears to have resolved the issue for me. Hope this is helpful for others.
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
Just an update to everyone, on a whim I tried loading up the iOS mobile app, and went to try to resubscribe using the payment info attached to my Apple Pay. This worked. My subscription is now active again and it appears to have resolved the issue for me. Hope this is helpful for others.
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
Seeing your post, I tried going to My Subscription and the page didn't error out! Maybe they've got the bug fixed now? At the least I can get to the page, haven't tried to do anything there yet.
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
Working now in Windows 10 Microsoft Edge! I now see options to downgrade, update billing cycle, and cancel.
Working now in Windows 10 Microsoft Edge! I now see options to downgrade, update billing cycle, and cancel.
Can confirm that I was able to re-subscribe through the Android app, so that might be an option for people. Now to send those campaign invites out :D
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
It worked through the app.
Note from Sorce: Please do not start a sub via the app - this just masks the problem and has the potential to cause the account not to get fixed (currently I am still not sure how the team will be resolving the underlying issue). As always, raise a support ticket and then do not touch any part of the subscription service on the account. It is especially important that no extra steps are taken to ensure we can resolve the account manually as quickly as possible.
I had to change credit cards do to a fraud alert! I really want access to my account again I keep getting this error when I try and resub.
Couldn't Collect Payment
You will no longer have access to the subscription benefits. If you have further questions please contact Customer Support.
That one happens in a few scenarios that I've seen, the most common is there is not enough money available to be able to pay for the subscription.
You can ways submit a support ticket using the support form link at the bottom of every page on dndbeyond. They are a bit backed up though due to the influx of necessary tickets caused by the issues with their subscription service, which I believe has been resolved.
Buyers Guide for D&D Beyond - Hardcover Books, D&D Beyond and You - How/What is Toggled Content?
Everything you need to know about Homebrew - Homebrew FAQ - Digital Book on D&D Beyond Vs Physical Books
Can't find the content you are supposed to have access to? Read this FAQ.
"Play the game however you want to play the game. After all, your fun doesn't threaten my fun."
I have opened a support ticket and unable get a response in 5 days (1139039). My cc was replaced and I can’t update my billing info. My items are limited from my previous master account. Can I please get assistance?
They were getting a lot of people submitting tickets because of the issue they were having with their subscription provider. It's been fixed now though so you should be able to manage your subscription like normal now.
Buyers Guide for D&D Beyond - Hardcover Books, D&D Beyond and You - How/What is Toggled Content?
Everything you need to know about Homebrew - Homebrew FAQ - Digital Book on D&D Beyond Vs Physical Books
Can't find the content you are supposed to have access to? Read this FAQ.
"Play the game however you want to play the game. After all, your fun doesn't threaten my fun."
Thanks, but it is still not working for me.
You will need to cancel your subscription and resubscribe using your new payment info.
(Gonna have to do that myself within the week, preferably after the next session so we aren't stuck without shared content for long...)
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)