So, i am having an issue with a payment and need assistance. Your company is functioning in the modern era of the 21st century I KNOW there are people with telephones....y'all need to put them to use. I have submitted at least 2 tickets, and have emailed multiple times and nothing has happened other than getting an automated "we could not process your payment" message....WELL DUH!!! that is what i tried contacting you about in the first freaking place. If this is the quality of customer service we should expect now that Wizards has taken over...maybe I should go back to paper and pencil....And IF I LOSE MY PURCHASES, this will be going into a theft and legal issue...maybe someone should look in to these problems!!!
Well, first, support tickets are done in a cue and combine to your most recent ticket which resets you in the cue so putting in multiple tickets for the same issue only makes your wait longer.
Also, there has been an issue with the subscription service recently that I think got resolved but may still be having issues.
What do you mean, you lose your purchase? Once you buy something on dndbeyond you have access to it for as long as the website remains. The only thing that requires multiple payments is for subscriptions, which you don't need to play the game nor do you lose anything when your subscription expires.
If you bought something through the app and dont have access to it that is not dndbeyonds fault, that is an issue with the appstore, and it telling Dndbeyond that you actually own the thing. You'd need to reach out to your appstore in that case as its almost entirely out of dndbeyonds hands.
not correct at all and this is the final chance because I cant get through support and I pay for the entire year when I can and its not run out so this needs to be fixed and I cant even pull up my characters to play, I only have like 76 of them and cant get to any, I type to contact support and I cant, I try to do anything is say contact support, so if things dont get fixed I want all my money back for all the purchases and compensation for all the stupid shit to try getting in touch with anyone, its the last straw for your company, Wizards was already on my s list, for all the other dumb shit..... If I dont have access to my stuff by game time tuesday the stuff will hit the fan, just saying and I will post it everywhere and the 5 groups I game with who use my account will no longer use you and anyone else I can get in contact with, and you will have another mass exodus......
not correct at all and this is the final chance because I cant get through support and I pay for the entire year when I can and its not run out so this needs to be fixed and I cant even pull up my characters to play, I only have like 76 of them and cant get to any, I type to contact support and I cant, I try to do anything is say contact support, so if things dont get fixed I want all my money back for all the purchases and compensation for all the stupid shit to try getting in touch with anyone, its the last straw for your company, Wizards was already on my s list, for all the other dumb shit..... If I dont have access to my stuff by game time tuesday the stuff will hit the fan, just saying and I will post it everywhere and the 5 groups I game with who use my account will no longer use you and anyone else I can get in contact with, and you will have another mass exodus......
When you say that you can't contact support, what happens when you try?
Just goes to forums doesn't give options or tabs, click contact goes to forums again, I even Google and sends me to forums I sign in still can't get a hold of anyone, tried to add payment type and can't get to anything
It appears that in January of 2024, this is still an issue.
When I recently had to replace my physical credit card for a new one (and new number), DNDBeyond flagged my account as UNPAID (the old card being no longer valid). The automated system is thus correct, but the user is not enabled to add a replacement credit card, I have tried every avenue for days. There is nothing under The Accounts tab that allows the user to do so. I even purchased a new book to try and reset the billing to a new credit card, but the system does not keep this info, nor did it apply it to my subscription billing data.
Using any of the SUBSCRIBE buttons redirects you to the first-time subscription page, which asks you to sign up for a free trial (even though the system should be able to recognize that an existing account has already used the Free Subscription and cannot do so again). So, with only the SUBSCRIBE button and the START YOUR FREE SUBSCRIPTION buttons, you are forced to select this. It takes you to the MANAGE SUBSCRIPTION page, which automatically redirects the user to a UNPAID screen because you already have a subscription. WE KNOW THIS! Thus, the system becomes less-than-helpful and forces users to contact Support via their website forms.
At this time, there is no other way to contact Support, only a website form to fill out and wait after being entered into the queue. (I have now been in this queue for three days). There is no direct customer interaction. There is no phone number to call and speak to someone to de-escalate a situation) with a speedy resolution. Nothing is in place to provide an immediate response through a live person on the phone, nor a timely response via an automated chatbot that could reveal the proper solution or direct the user to a live Customer Support representative.
The system needs help, as do the customers who continue to run into this problem.
Considering the size of the Greatest Role Playing Game on Earth, Wizards of the Coast, and Hasbro, it is unthinkable to let such a situation stand after buying out DNDBeyond. Step up, be the proud owners of something terrific, and care for your fanbase. We want to send you our money and support your business. Is it too much to ask to help us by providing timely support to your customers?
I'm left feeling a bit like a dragon cut off from the world above. The lack of a representative nor a resolution leaves me unable to connect with my fellow adventurers. Please, help bring a smile and some fire back to this old dragon who has enjoyed supporting DNDBeyond with my purchases and being an advocate for others to purchase it too.
UPDATE with SOLUTION FROM DNDBEYOND:
DNDBeyond suggests the following (3) step solution: 1) Go to your Subscription. 2) Cancel Subscription. 3) Resubscribe. (this allows you to enter new payment information)
DNDBeyond suggests the following (3) step solution: 1) Go to your Subscription. 2) Cancel Subscription. 3) Resubscribe. (this allows you to enter new payment information)
This same thing just happened to me and it is just absolutely ridiculous. I have had a Master Tier for years now paying via PayPal with NO CHANGE to my payment method and suddenly this happens with ZERO access to customer support. You would think at least ONE PERSON would monitor the forums for feedback on their product and resolve these issues. You would also think that they would have some idea of customer service at this point.
Thank you for posting this since WoTC can't seem to be bothered with customer service. If you cancel your subscription and resubcribe do you lose all of your characters and campaigns?
Thank you for posting this since WoTC can't seem to be bothered with customer service. If you cancel your subscription and resubcribe do you lose all of your characters and campaigns?
You won't lose anything
Characters will be locked and you can unlock up to 6 while on the free tier. Once you resubscribe all characters will be unlocked
Any campaigns where you've enabled content sharing will have sharing disabled until you re-enable it. This will not remove any shared content from characters
There is no support and there are no refunds....this chump Davyyyd will try to say whatever, he's an overpriviledged moderator. Save your convos and images As they will be deleted. Hasbro/WOTC/DND Beyond will not receive a single call and will not refund you. "Under no circumstances" is the reply I received. Report this company. To the regulatory authority as need. Bbb etc. No use reporting the moderators they just all are one thin wall. GL.
You won't lose anything MIchael. I was initially concerned that they would remove the extra campaign-sharing that was offered during Covid, but they are continuing to offer that as part of the Master's level anyway, so it could no longer be taken away easily. Everything is there, just unsubscribe and re-subscribe.|
Wow what an atrocious customer service. My package never showed up, D&D Beyond hasn’t answered either of my two tickets, both Fed Ex and USPS have no idea where the package is…. I’ve been waiting on the new Player’s Handbook for weeks now with absolutely no help.
I'm having issues digitally...It's been 11 days I've had no help and I'm in limbo of fear of getting charged again. I didn't mean to renew my yearly heroic subscription but I did. Then I I wanted to cancel and refund but that's hard to do. Or at the least set it to monthly for financial reasons. But it pulled the money out as I cancled so I paid for it but don't have to yearly plan anymore? Making pay monthly now starting end of October....it's dumb......if they had someone I could atleast fricken call.
Yes big problems with trying to purchase digital content. Not working for many users and the lack of support dealing with this and the community is terrible.
Currently having a similar issue, as I've recieved the digital version of the 2024 dungeon masters guide as part of the bundle and payment has been taken out for both digital AND the physical book but I've gotten two emails saying the payment didn't go through and the item was canceled. But payment was taken already and my order status says preparing to ship for the physical book. I've filed a ticket but don't expect a timely response.
Customer service is atrocious. There should be a phone support system or at the LEAST an instant messaging system. For a company as big as WoTC who's been around as long as they have, im sorely disappointed in the lack of care for their customers.
I’m currently experiencing a similar issue. Bought 4 physical items and 3 digital items (bundled) for about $206. Full purchase amount was debited from the card I supplied. Next day, I get an email stating 3 physical items are canceled due to payment declined. Makes no sense - I checked card account and the debit for $206 was posted and processed - the card has plenty of available balance. I go hunting for Customer Service, I find no phone number only email, so I write detailed email ‘Hey, what’s going on?’ I get a response that doesn’t answer the issue, only a link to Order FAQ. I ask for a phone number to speak with someone and informed that D&D Beyond doesn’t have phone support ‘at this time’. WTF? I respond, ok, please cancel the entire order and refund the payment, as I’m not interested in sub-par Customer Support with no phone available to resolve payment issues/disputes. A few hours later, an additional debit of $67 hits my card - that’s strange, I didn’t order anything additional. I reach out via email, and D&D Beyond goes dark - zero response. Is this a real company or some sort of scam?
I will reach out to American Express today to file a dispute and hope to get my money back.
Is this a common experience? I’m likely to file a complaint with FTC about these online business practices as well.
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So, i am having an issue with a payment and need assistance. Your company is functioning in the modern era of the 21st century I KNOW there are people with telephones....y'all need to put them to use. I have submitted at least 2 tickets, and have emailed multiple times and nothing has happened other than getting an automated "we could not process your payment" message....WELL DUH!!! that is what i tried contacting you about in the first freaking place. If this is the quality of customer service we should expect now that Wizards has taken over...maybe I should go back to paper and pencil....And IF I LOSE MY PURCHASES, this will be going into a theft and legal issue...maybe someone should look in to these problems!!!
Well, first, support tickets are done in a cue and combine to your most recent ticket which resets you in the cue so putting in multiple tickets for the same issue only makes your wait longer.
Also, there has been an issue with the subscription service recently that I think got resolved but may still be having issues.
What do you mean, you lose your purchase? Once you buy something on dndbeyond you have access to it for as long as the website remains. The only thing that requires multiple payments is for subscriptions, which you don't need to play the game nor do you lose anything when your subscription expires.
If you bought something through the app and dont have access to it that is not dndbeyonds fault, that is an issue with the appstore, and it telling Dndbeyond that you actually own the thing. You'd need to reach out to your appstore in that case as its almost entirely out of dndbeyonds hands.
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."
not correct at all and this is the final chance because I cant get through support and I pay for the entire year when I can and its not run out so this needs to be fixed and I cant even pull up my characters to play, I only have like 76 of them and cant get to any, I type to contact support and I cant, I try to do anything is say contact support, so if things dont get fixed I want all my money back for all the purchases and compensation for all the stupid shit to try getting in touch with anyone, its the last straw for your company, Wizards was already on my s list, for all the other dumb shit..... If I dont have access to my stuff by game time tuesday the stuff will hit the fan, just saying and I will post it everywhere and the 5 groups I game with who use my account will no longer use you and anyone else I can get in contact with, and you will have another mass exodus......
When you say that you can't contact support, what happens when you try?
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
Just goes to forums doesn't give options or tabs, click contact goes to forums again, I even Google and sends me to forums I sign in still can't get a hold of anyone, tried to add payment type and can't get to anything
I go to subscription and it says contact support, and can't talk to anyone, one of the worst support sites I have ever seen
It appears that in January of 2024, this is still an issue.
When I recently had to replace my physical credit card for a new one (and new number), DNDBeyond flagged my account as UNPAID (the old card being no longer valid). The automated system is thus correct, but the user is not enabled to add a replacement credit card, I have tried every avenue for days. There is nothing under The Accounts tab that allows the user to do so. I even purchased a new book to try and reset the billing to a new credit card, but the system does not keep this info, nor did it apply it to my subscription billing data.
Using any of the SUBSCRIBE buttons redirects you to the first-time subscription page, which asks you to sign up for a free trial (even though the system should be able to recognize that an existing account has already used the Free Subscription and cannot do so again). So, with only the SUBSCRIBE button and the START YOUR FREE SUBSCRIPTION buttons, you are forced to select this. It takes you to the MANAGE SUBSCRIPTION page, which automatically redirects the user to a UNPAID screen because you already have a subscription. WE KNOW THIS! Thus, the system becomes less-than-helpful and forces users to contact Support via their website forms.
At this time, there is no other way to contact Support, only a website form to fill out and wait after being entered into the queue. (I have now been in this queue for three days). There is no direct customer interaction. There is no phone number to call and speak to someone to de-escalate a situation) with a speedy resolution. Nothing is in place to provide an immediate response through a live person on the phone, nor a timely response via an automated chatbot that could reveal the proper solution or direct the user to a live Customer Support representative.
The system needs help, as do the customers who continue to run into this problem.
Considering the size of the Greatest Role Playing Game on Earth, Wizards of the Coast, and Hasbro, it is unthinkable to let such a situation stand after buying out DNDBeyond. Step up, be the proud owners of something terrific, and care for your fanbase. We want to send you our money and support your business. Is it too much to ask to help us by providing timely support to your customers?
I'm left feeling a bit like a dragon cut off from the world above. The lack of a representative nor a resolution leaves me unable to connect with my fellow adventurers. Please, help bring a smile and some fire back to this old dragon who has enjoyed supporting DNDBeyond with my purchases and being an advocate for others to purchase it too.
UPDATE with SOLUTION FROM DNDBEYOND:
DNDBeyond suggests the following (3) step solution:
1) Go to your Subscription.
2) Cancel Subscription.
3) Resubscribe. (this allows you to enter new payment information)
I believe this should work for all individuals.
SOLUTION FROM DNDBEYOND:
DNDBeyond suggests the following (3) step solution:
1) Go to your Subscription.
2) Cancel Subscription.
3) Resubscribe. (this allows you to enter new payment information)
I believe this should work for all individuals.
This same thing just happened to me and it is just absolutely ridiculous. I have had a Master Tier for years now paying via PayPal with NO CHANGE to my payment method and suddenly this happens with ZERO access to customer support. You would think at least ONE PERSON would monitor the forums for feedback on their product and resolve these issues. You would also think that they would have some idea of customer service at this point.
Thank you for posting this since WoTC can't seem to be bothered with customer service. If you cancel your subscription and resubcribe do you lose all of your characters and campaigns?
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ModeratorYou won't lose anything
Characters will be locked and you can unlock up to 6 while on the free tier. Once you resubscribe all characters will be unlocked
Any campaigns where you've enabled content sharing will have sharing disabled until you re-enable it. This will not remove any shared content from characters
D&D Beyond moderator across forums, Discord, Twitch and YouTube. Always happy to help and willing to answer questions (or at least try). (he/him/his)
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There is no support and there are no refunds....this chump Davyyyd will try to say whatever, he's an overpriviledged moderator. Save your convos and images As they will be deleted. Hasbro/WOTC/DND Beyond will not receive a single call and will not refund you. "Under no circumstances" is the reply I received. Report this company. To the regulatory authority as need. Bbb etc. No use reporting the moderators they just all are one thin wall. GL.
Yes this should be bumped to a main thread as it is a complaint everywhere.......
You won't lose anything MIchael. I was initially concerned that they would remove the extra campaign-sharing that was offered during Covid, but they are continuing to offer that as part of the Master's level anyway, so it could no longer be taken away easily. Everything is there, just unsubscribe and re-subscribe.|
I'm glad to have been of help!
This is currently happening to me and it wont let me cancel my subscription or add a new card.
Wow what an atrocious customer service. My package never showed up, D&D Beyond hasn’t answered either of my two tickets, both Fed Ex and USPS have no idea where the package is…. I’ve been waiting on the new Player’s Handbook for weeks now with absolutely no help.
I’m so disappointed.
I'm having issues digitally...It's been 11 days I've had no help and I'm in limbo of fear of getting charged again. I didn't mean to renew my yearly heroic subscription but I did. Then I I wanted to cancel and refund but that's hard to do. Or at the least set it to monthly for financial reasons. But it pulled the money out as I cancled so I paid for it but don't have to yearly plan anymore? Making pay monthly now starting end of October....it's dumb......if they had someone I could atleast fricken call.
Yes big problems with trying to purchase digital content. Not working for many users and the lack of support dealing with this and the community is terrible.
Currently having a similar issue, as I've recieved the digital version of the 2024 dungeon masters guide as part of the bundle and payment has been taken out for both digital AND the physical book but I've gotten two emails saying the payment didn't go through and the item was canceled. But payment was taken already and my order status says preparing to ship for the physical book. I've filed a ticket but don't expect a timely response.
Customer service is atrocious. There should be a phone support system or at the LEAST an instant messaging system. For a company as big as WoTC who's been around as long as they have, im sorely disappointed in the lack of care for their customers.
I’m currently experiencing a similar issue. Bought 4 physical items and 3 digital items (bundled) for about $206. Full purchase amount was debited from the card I supplied. Next day, I get an email stating 3 physical items are canceled due to payment declined. Makes no sense - I checked card account and the debit for $206 was posted and processed - the card has plenty of available balance. I go hunting for Customer Service, I find no phone number only email, so I write detailed email ‘Hey, what’s going on?’ I get a response that doesn’t answer the issue, only a link to Order FAQ. I ask for a phone number to speak with someone and informed that D&D Beyond doesn’t have phone support ‘at this time’. WTF? I respond, ok, please cancel the entire order and refund the payment, as I’m not interested in sub-par Customer Support with no phone available to resolve payment issues/disputes. A few hours later, an additional debit of $67 hits my card - that’s strange, I didn’t order anything additional. I reach out via email, and D&D Beyond goes dark - zero response. Is this a real company or some sort of scam?
I will reach out to American Express today to file a dispute and hope to get my money back.
Is this a common experience? I’m likely to file a complaint with FTC about these online business practices as well.