What make you think that sending me an auto-mail at 0649 hours on a Saturday was a good idea to tell me you had an issue with my subscription renewal? You have business hours and should send emails during that time to allow for responses. In addition, I noticed you do not have a phone number for customer service to call. Why is that a good business decision? Until today I had good things to say about this business but I'm rethinking my decision.
What make you think that sending me an auto-mail at 0649 hours on a Saturday was a good idea to tell me you had an issue with my subscription renewal? You have business hours and should send emails during that time to allow for responses. In addition, I noticed you do not have a phone number for customer service to call. Why is that a good business decision? Until today I had good things to say about this business but I'm rethinking my decision.
Whose business hours? Customers (and customer support staff) are scattered across the world. That’s probably also why there isn’t a phone number.
What make you think that sending me an auto-mail at 0649 hours on a Saturday was a good idea to tell me you had an issue with my subscription renewal? You have business hours and should send emails during that time to allow for responses. In addition, I noticed you do not have a phone number for customer service to call. Why is that a good business decision? Until today I had good things to say about this business but I'm rethinking my decision.
Whose business hours? Customers (and customer support staff) are scattered across the world. That’s probably also why there isn’t a phone number.
To my knowledge they viewed both of my tickets, merged them together but didn't respond or tried to resolve my issue.
The system does that automatically. Don't submit multiple tickets, it will just merge them and push you further back in the queue. They are working through a large backlog.
Rollback Post to RevisionRollBack
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
I sent in a ticket Friday during business hours, and now it’s Monday past business hours and they didn’t get to me. I really need access to my unlimited characters back. I want to be giving you guys money now, but y’all won’t get in touch with me to fix the issue.
I sent in a ticket Friday during business hours, and now it’s Monday past business hours and they didn’t get to me. I really need access to my unlimited characters back. I want to be giving you guys money now, but y’all won’t get in touch with me to fix the issue.
I sent in a ticket Friday during business hours, and now it’s Monday past business hours and they didn’t get to me. I really need access to my unlimited characters back. I want to be giving you guys money now, but y’all won’t get in touch with me to fix the issue.
Same issue. Keep waiting I guess
They have a huge backlog. If I remember correctly, one of the support staff said they are trying to get responses out by 3 business days after the ticket is submitted. I know that sucks. But there just aren’t enough support staff for the current load of support tickets. I’m generally a big supporter of how DDB does things, but I do fault them some for not hiring enough support staff, as this seems to be a perennial problem.
It's been a week and still no response about my stolen money. I just want my money back...how can they allow multiple charges to go through and not have the decency to respond to me? I am stressed and tired.
I sent in a ticket Friday during business hours, and now it’s Monday past business hours and they didn’t get to me. I really need access to my unlimited characters back. I want to be giving you guys money now, but y’all won’t get in touch with me to fix the issue.
That's all I wanted as well till they charged me three times on the automatic payment and they won't respond to me.
To my knowledge they viewed both of my tickets, merged them together but didn't respond or tried to resolve my issue.
The system does that automatically. Don't submit multiple tickets, it will just merge them and push you further back in the queue. They are working through a large backlog.
Except there's two ways to contact dndbeyond and I can't view my ticket without having the account on the support page. I made an account and couldn't view my old ticket so I had to make a new one and the cycle goes on. I have never seen a support team push back merged requests without responding. The only reason I had to contact them again was because there was no response in 3 days and I am on a very sensitive spot here with money. It is just so frustrating.
My credit card got info leaked not from you guy so I go a new one but now I cant update my Subscription nor can I get to Payment Information it just tells me this - We couldn't load your payment method. Please try again later. So I cancel my Subscription that didn't work not its saying i have bot 3 subs and so on but it on the old card all i want to do is get my account linked to the new card and my Subscription turned back on. did try the ticket stuff that failed that I know of. All I want is help from a real person. i love this site :(
My credit card got info leaked not from you guy so I go a new one but now I cant update my Subscription nor can I get to Payment Information it just tells me this - We couldn't load your payment method. Please try again later. So I cancel my Subscription that didn't work not its saying i have bot 3 subs and so on but it on the old card all i want to do is get my account linked to the new card and my Subscription turned back on. did try the ticket stuff that failed that I know of. All I want is help from a real person. i love this site :(
I'm having this problem too. Dropped subscription and when I try to resubscribe, I get the page with the mechanical dragon and "Couldn't Collect Payment. You no longer have access to the subscription benefits. If you have further questions please contact Customer Support. Cancel Subscription"
The thing that worries me is that it sounds like I'm going to have ongoing problems with DNDBeyond in perpetuity now according to the stickie above, because I definitely tried to resolve things by clicking buttons and resubscribing and all that since THERE'S NO WARNING ON THE MESSED UP PAGE! I mean, I spent 15 minutes clicking around and probably screwing my account up permanently before I even found this forum thread.
DMing tonight and just logged in for the first time and can't access my players characters anymore. Can't access my NPCs, can't access my own characters. Not sure why my subscription would have even been declined as the card/account tied to D&D Beyond is always extremely well able to cover the cost. I get it, you're covering yourselves by not giving a timeline, but I have hundreds of dollars worth of materials on this site and no way to use them.
I've already sent in a ticket but it's been three days with no response. I am having the exact same issue described by everyone else. My card got cancelled months ago because of data getting leaked and security risks at my bank. Because this is an annual renewal, my Hero subscription just ******* died. I can't get anywhere on the website, I've tried different browsers, clearing caches, contacting friends, and now this. I have 43 character sheets for NPCs, characters, villains, and so much more that I now CANNOT EVEN LOOK AT.
I am begging for a solution. I am so afraid that it is all going to crash soon and my entire account will be compromised. That would be 2 years of near daily work down the drain. Please someone let me know what I should do while waiting for their support team to contact me. I am tired.
I've already sent in a ticket but it's been three days with no response. I am having the exact same issue described by everyone else. My card got cancelled months ago because of data getting leaked and security risks at my bank. Because this is an annual renewal, my Hero subscription just ****ing died. I can't get anywhere on the website, I've tried different browsers, clearing caches, contacting friends, and now this. I have 43 character sheets for NPCs, characters, villains, and so much more that I now CANNOT EVEN LOOK AT.
I am begging for a solution. I am so afraid that it is all going to crash soon and my entire account will be compromised. That would be 2 years of near daily work down the drain. Please someone let me know what I should do while waiting for their support team to contact me. I am tired.
I'm sorry. I know this is incredibly frustrating. I wish DDB had more support staff, and that the team responsible for the subscription issues would have already gotten this fixed. Unfortunately, given the large number of requests and the small number of support staff, the wait was reported to be about 3 days back at the end of April. With a recent book release it might be longer. However, Sorce (one of the support staff) indicated those who have waited more than 3 days can PM them. I suggest trying that; keep in mind that Sorce is in Australia, so their work hours may be different than yours, depending on where you live.
What make you think that sending me an auto-mail at 0649 hours on a Saturday was a good idea to tell me you had an issue with my subscription renewal? You have business hours and should send emails during that time to allow for responses. In addition, I noticed you do not have a phone number for customer service to call. Why is that a good business decision? Until today I had good things to say about this business but I'm rethinking my decision.
May 15th. Still no resolution. I guess this is hard because e-commerce is so new to the Internet.
Whose business hours? Customers (and customer support staff) are scattered across the world. That’s probably also why there isn’t a phone number.
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
That’s a terrible business practice.
To my knowledge they viewed both of my tickets, merged them together but didn't respond or tried to resolve my issue.
The system does that automatically. Don't submit multiple tickets, it will just merge them and push you further back in the queue. They are working through a large backlog.
Helpful rewriter of Japanese->English translation and delver into software codebases (she/e/they)
I sent in a ticket Friday during business hours, and now it’s Monday past business hours and they didn’t get to me. I really need access to my unlimited characters back. I want to be giving you guys money now, but y’all won’t get in touch with me to fix the issue.
Same issue. Keep waiting I guess
They have a huge backlog. If I remember correctly, one of the support staff said they are trying to get responses out by 3 business days after the ticket is submitted. I know that sucks. But there just aren’t enough support staff for the current load of support tickets. I’m generally a big supporter of how DDB does things, but I do fault them some for not hiring enough support staff, as this seems to be a perennial problem.
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
It's been a week and still no response about my stolen money. I just want my money back...how can they allow multiple charges to go through and not have the decency to respond to me? I am stressed and tired.
That's all I wanted as well till they charged me three times on the automatic payment and they won't respond to me.
Except there's two ways to contact dndbeyond and I can't view my ticket without having the account on the support page. I made an account and couldn't view my old ticket so I had to make a new one and the cycle goes on. I have never seen a support team push back merged requests without responding. The only reason I had to contact them again was because there was no response in 3 days and I am on a very sensitive spot here with money. It is just so frustrating.
My credit card got info leaked not from you guy so I go a new one but now I cant update my Subscription nor can I get to Payment Information it just tells me this - We couldn't load your payment method. Please try again later. So I cancel my Subscription that didn't work not its saying i have bot 3 subs and so on but it on the old card all i want to do is get my account linked to the new card and my Subscription turned back on. did try the ticket stuff that failed that I know of. All I want is help from a real person. i love this site :(
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ModeratorPlease file a support ticket here, and the support staff will get back to you as soon as they can.
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.
"An ounce of prevention is worth a pound of cure." "What if I like being sick?"
So, no ETA, and we all just have no access to our characters or subscription benefits we're paying for in the meantime, nice.
I'm having this problem too. Dropped subscription and when I try to resubscribe, I get the page with the mechanical dragon and "Couldn't Collect Payment. You no longer have access to the subscription benefits. If you have further questions please contact Customer Support. Cancel Subscription"
The thing that worries me is that it sounds like I'm going to have ongoing problems with DNDBeyond in perpetuity now according to the stickie above, because I definitely tried to resolve things by clicking buttons and resubscribing and all that since THERE'S NO WARNING ON THE MESSED UP PAGE! I mean, I spent 15 minutes clicking around and probably screwing my account up permanently before I even found this forum thread.
DMing tonight and just logged in for the first time and can't access my players characters anymore. Can't access my NPCs, can't access my own characters. Not sure why my subscription would have even been declined as the card/account tied to D&D Beyond is always extremely well able to cover the cost. I get it, you're covering yourselves by not giving a timeline, but I have hundreds of dollars worth of materials on this site and no way to use them.
I've already sent in a ticket but it's been three days with no response. I am having the exact same issue described by everyone else. My card got cancelled months ago because of data getting leaked and security risks at my bank. Because this is an annual renewal, my Hero subscription just ******* died. I can't get anywhere on the website, I've tried different browsers, clearing caches, contacting friends, and now this. I have 43 character sheets for NPCs, characters, villains, and so much more that I now CANNOT EVEN LOOK AT.
I am begging for a solution. I am so afraid that it is all going to crash soon and my entire account will be compromised. That would be 2 years of near daily work down the drain. Please someone let me know what I should do while waiting for their support team to contact me. I am tired.
I'm sorry. I know this is incredibly frustrating. I wish DDB had more support staff, and that the team responsible for the subscription issues would have already gotten this fixed. Unfortunately, given the large number of requests and the small number of support staff, the wait was reported to be about 3 days back at the end of April. With a recent book release it might be longer. However, Sorce (one of the support staff) indicated those who have waited more than 3 days can PM them. I suggest trying that; keep in mind that Sorce is in Australia, so their work hours may be different than yours, depending on where you live.
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
Trying to renew my subscription since it has ended and I have to use a different payment card. It's not allowing me to even cancel it.