My problem seems to have been different. I received my pre order bonus. However, I cannot access the digital rule book. I am a master tier so should have had early access.
2.5 weeks later and onto my second support ticket. My first one was closed without a response from support but I did get a notice saying something had shipped just before it was closed, but still no luck. I live in Canada so thought that was part of the problem.
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I had the same issue, my order was cancelled. I got the whole 2024 pre order bundle for all the physical books and digital books. I did use PayPal.
I ended up reordering the whole bundle via a new order and then deleting the digital books as it said I already owned them.
Looking at my PayPal account, I was charged $74.34 on 6/2025 and $55 on 9/11 via the new order.
I submitted a ticket to get this resolved as I do not want to overpay.
I had thought it was just me but saw an article today saying a lot of people seemed to be having this same issue. I wish I had looked at this forum thread before I placed a new order.
I am having the same issues, I preorders the whole bundle with paypal, they canceled my physical book, then sent me an email saying they will attempt to reorder the book, however its been over 24 hours and i have not heard anything. Plus my ticket that i put in Wednesday morning has gone unanswered.
Does this mean my order is going to remain canceled since its passed the 24 hours mark?
It does show that all the digital books have been delivered and the other 2 physical books are still processing which doesnt really make any sense to me. If they cancelled the order why is this the case? Also will I be charged again for this, i believe i recall that going through paypal they took the money for the bundle upfront?
I have the same preorder - PayPal- cancellation problem. I reached out to support and they said they'd try again in 24 hours. Probably missed the window, but how do I change the payment method so I don't have this problem again with this order?
I had the same problem, except mine was with a credit card. I ordered the Players Handbook Bundle and the DM Guide Bundle, the transaction went through, and a few hours later I got an email saying that my Players Handbook was cancelled. My order now shows everything but the physical Players Handbook, but they charged me for it! I put in a support ticket, so we'll see how that goes.
Hello. First, I appreciate the update and the efforts to resolve this. I am still confused as to my case. I pre-ordered the bundle via paypal with a card that is still active and has plenty of spending power (I use it daily). Presumably that means I am not in category 2, however, I did not receive an email yesterday. I submitted a ticket at 5 am EST on September 11 and I have not heard anything in response. Where does that leave me?
Fully me talking here, but since there are still communications set to go out today (per category 2), I think if you don't hear anything by end of day today (Pacific Time), flag it again.
When you say to "flag it," do you mean submit a new ticket?
No, and thank you for asking! Raise it here again (I'm keeping an eye on this thread), and I can escalate it to see what's going on.
Good morning. I didn't receive an email. Based on recent posts it looks like many of us are in the same boat. I understand this is a cluster and it is not your personal fault. I have been in your shoes at a large company before. This seems like a situation where Wizards has not given you guys the tools/staff you need to handle this. I am very frustrated with Wizards, not you. I may end up doing a credit card charge back and buying the book local. Hopefully we can all get some news today. I appreciate your continued efforts to communicate with us. For many of us you are the only source of any information.
I am in the same boat as you. I used a refillable card, was charged the full amount, had my Players Handbook cancelled, as of yet have not seen a refund to my card or confirmation that the book is going to ship.
As of today I have not seen any attempted re-charges which by my count would actually be double charges, as my initial payment seems to have gone through back in June. I also don't seem to be the only one who's had funds received by Wizards, an order canceled, and been told that we'd be charged again for a product we'd already paid for.
My initial email about reprocessing was sent 2 days ago, and I have not received any other emails from orders@dndbeyond since. As the weekend is coming, and it's possible there's no support staff working the weekend, I'd deeply appreciate this getting resolved today.
Let me restate my situation - I was billed for $189.96 (this includes tax) for the pre-order bundle of the physical and digital editions of all 3 books. The first part of the order, presumably the physical Players Handbook was canceled. I was not refunded. I was told that I would be re-billed for something I'd already paid for, including an impression, but not an actual confirmed update from you. This means Wizards took payment, and is attempting to take payment a second time without a refund of the first charge.
My preferred resolution would be simply shipping me the book I paid for. Comping express delivery on the book would be a nice gesture of contrition if possible.
Thanks for your time in reading this and my sympathies on the stress of this situation on your end.
Same boat as everyone else here. I put in a ticket at 6:48 am Wednesday morning and it hasn't even been touched. I got the same email as everyone Wednesday night around 7:00 EDT and no charge has gone through and the PHB on my order still says cancelled. I understand WotC is understaffed, but this is affecting what I assume is thousands of people that use PayPal. It's now Friday, so I assume if WotC ever even fixes the problem instead of offering up vague empty promises we'll get the PHB in time to put in a ticket for the DMG getting cancelled.
Hello. First, I appreciate the update and the efforts to resolve this. I am still confused as to my case. I pre-ordered the bundle via paypal with a card that is still active and has plenty of spending power (I use it daily). Presumably that means I am not in category 2, however, I did not receive an email yesterday. I submitted a ticket at 5 am EST on September 11 and I have not heard anything in response. Where does that leave me?
Fully me talking here, but since there are still communications set to go out today (per category 2), I think if you don't hear anything by end of day today (Pacific Time), flag it again.
Throwing in my own experience, since you're asking us to flag it here:
On Tuesday, September 10th, at 2:11am Pacific Time, I received the two emails, one indicating payment failure and the other the order cancellation. I believe I fall in your previously mentioned Category 1, as there absolutely is sufficient funds in the account - in addition, I was charged a partial amount back in June when I initially placed the pre-order, so I'm not sure how that plays into all of this. At 3:03am Pacific time on the 10th, I submitted a support ticket for the issue. I have received no response or update on this ticket at this time. I understand that the team handling these is incredibly swamped right now, just odd to not have any response or even an acknowledgement over 48 hours later - by all indications, the ticket hasn't even been assigned within the system, it's still just submitted.
On Wednesday, September 11th, at 4:10pm Pacific Time, I received the email outlining the upcoming attempt to reprocess my order. I have not seen anything go through on that, and as of this moment, my order status for the Player's Handbook still shows as canceled (I ordered the full bundle, and all of the other items are currently showing as "Order placed" for the physical books and "Delivered" for the digital.
At this point, I'm fairly confident that I won't be received my physical book by release date, but that doesn't worry me as much as my concern about potentially either being double billed, or having this issue crop up with the next two books.
I do appreciate your time and effort, LT, and thank you for any additional information and clarity you can provide.
Hello there, I must've misunderstood what you meant by "flagging it". I'm in the same boat as the person above me. I received an email on the 10th telling me my order for the physical copy of the PHB was cancelled, and later that same day I submitted a ticket. Perhaps if I had understood the assignment earlier I'd have probably gotten help sooner. With that being said thanks for all the hard work and attentiveness in everyone's situations, and I'm sorry for those who are more disrespectful on the matter.
I am one of the Paypal users who received the failed payment email. I submitted a ticket. I noticed that my account had no payment information, so I reluctantly added a credit card. On Wednesday I received an email that the order would be reprocessed in 24 hours, which should have been yesterday evening. I'm not sure if this will process under Paypal (which no longer seems to appear under my account) or my credit card... But as of now, neither my credit card nor Paypal shows the charge, which makes me wonder if the payment issues persist. Any update would be appreciated.
I have sumbitted a ticket already on Sepember 10th and have not recieved ANY information and seem to not fall into either of the two categories. based on this information.
If you do buy it elsewhere, make sure you get a refund for your initial order. Sadly you'll be paying the full price for the book, and not the discounted price they listed.
I'm also in the "paid with PayPal" group. I've had access to my digital content and character creator just fine. Got the email saying where my order was canceled and when I opened a ticket to address it, got the reply that they would try the payment again in 24 hours. As of this morning, no change has gone through yet on this second attempt. I'm hoping the issue is resolved soon.
I am comforted though, that this appears to be a system error that's affected more than just myself. The payment method used to buy these was and is still a good one to use and funds are more than available. Here's hoping things are resolved soon.
This is getting to be hilarious example of how not to handle a bug in production. 48 hours, no attempt to recharge, no updates from Customer Service, no acknowledgement by WOTC. At this point I am suggesting if anyone has any contacts, we take this and post it on any DND Forums, reddits, or visibile spotlights. This is the time for PR to take care of what Customer Service can't. The top thread if you google Player's Handbook Cancelled is now - https://www.enworld.org/threads/players-handbook-2024-cancellation-because-of-a-bug.706673/ and we need more websites, media, and rediits to keep posting this.
I'm looking through the responses left after my last message last night. Hope to have an update for you today! Thanks for your continued and VERY much appreciated patience.
EDIT: Just to cover all the bases, remember to check your spam and junk folders in case any emails may have accidentally ended up there.
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I had the same issue, my order was cancelled. I got the whole 2024 pre order bundle for all the physical books and digital books. I did use PayPal.
I ended up reordering the whole bundle via a new order and then deleting the digital books as it said I already owned them.
Looking at my PayPal account, I was charged $74.34 on 6/2025 and $55 on 9/11 via the new order.
I submitted a ticket to get this resolved as I do not want to overpay.
I had thought it was just me but saw an article today saying a lot of people seemed to be having this same issue. I wish I had looked at this forum thread before I placed a new order.
I am having the same issues, I preorders the whole bundle with paypal, they canceled my physical book, then sent me an email saying they will attempt to reorder the book, however its been over 24 hours and i have not heard anything. Plus my ticket that i put in Wednesday morning has gone unanswered.
Does this mean my order is going to remain canceled since its passed the 24 hours mark?
It does show that all the digital books have been delivered and the other 2 physical books are still processing which doesnt really make any sense to me. If they cancelled the order why is this the case? Also will I be charged again for this, i believe i recall that going through paypal they took the money for the bundle upfront?
I have the same preorder - PayPal- cancellation problem. I reached out to support and they said they'd try again in 24 hours. Probably missed the window, but how do I change the payment method so I don't have this problem again with this order?
I had the same problem, except mine was with a credit card. I ordered the Players Handbook Bundle and the DM Guide Bundle, the transaction went through, and a few hours later I got an email saying that my Players Handbook was cancelled. My order now shows everything but the physical Players Handbook, but they charged me for it! I put in a support ticket, so we'll see how that goes.
Good morning. I didn't receive an email. Based on recent posts it looks like many of us are in the same boat. I understand this is a cluster and it is not your personal fault. I have been in your shoes at a large company before. This seems like a situation where Wizards has not given you guys the tools/staff you need to handle this. I am very frustrated with Wizards, not you. I may end up doing a credit card charge back and buying the book local. Hopefully we can all get some news today. I appreciate your continued efforts to communicate with us. For many of us you are the only source of any information.
I am in the same boat as you. I used a refillable card, was charged the full amount, had my Players Handbook cancelled, as of yet have not seen a refund to my card or confirmation that the book is going to ship.
Hi LaTia
As of today I have not seen any attempted re-charges which by my count would actually be double charges, as my initial payment seems to have gone through back in June. I also don't seem to be the only one who's had funds received by Wizards, an order canceled, and been told that we'd be charged again for a product we'd already paid for.
My initial email about reprocessing was sent 2 days ago, and I have not received any other emails from orders@dndbeyond since. As the weekend is coming, and it's possible there's no support staff working the weekend, I'd deeply appreciate this getting resolved today.
Let me restate my situation - I was billed for $189.96 (this includes tax) for the pre-order bundle of the physical and digital editions of all 3 books. The first part of the order, presumably the physical Players Handbook was canceled. I was not refunded. I was told that I would be re-billed for something I'd already paid for, including an impression, but not an actual confirmed update from you. This means Wizards took payment, and is attempting to take payment a second time without a refund of the first charge.
My preferred resolution would be simply shipping me the book I paid for. Comping express delivery on the book would be a nice gesture of contrition if possible.
Thanks for your time in reading this and my sympathies on the stress of this situation on your end.
Best Regards,
Josh Jasper
Brooklyn NY.
Same boat as everyone else here. I put in a ticket at 6:48 am Wednesday morning and it hasn't even been touched. I got the same email as everyone Wednesday night around 7:00 EDT and no charge has gone through and the PHB on my order still says cancelled. I understand WotC is understaffed, but this is affecting what I assume is thousands of people that use PayPal. It's now Friday, so I assume if WotC ever even fixes the problem instead of offering up vague empty promises we'll get the PHB in time to put in a ticket for the DMG getting cancelled.
I have yet to receive an email.
Throwing in my own experience, since you're asking us to flag it here:
On Tuesday, September 10th, at 2:11am Pacific Time, I received the two emails, one indicating payment failure and the other the order cancellation. I believe I fall in your previously mentioned Category 1, as there absolutely is sufficient funds in the account - in addition, I was charged a partial amount back in June when I initially placed the pre-order, so I'm not sure how that plays into all of this.
At 3:03am Pacific time on the 10th, I submitted a support ticket for the issue. I have received no response or update on this ticket at this time. I understand that the team handling these is incredibly swamped right now, just odd to not have any response or even an acknowledgement over 48 hours later - by all indications, the ticket hasn't even been assigned within the system, it's still just submitted.
On Wednesday, September 11th, at 4:10pm Pacific Time, I received the email outlining the upcoming attempt to reprocess my order. I have not seen anything go through on that, and as of this moment, my order status for the Player's Handbook still shows as canceled (I ordered the full bundle, and all of the other items are currently showing as "Order placed" for the physical books and "Delivered" for the digital.
At this point, I'm fairly confident that I won't be received my physical book by release date, but that doesn't worry me as much as my concern about potentially either being double billed, or having this issue crop up with the next two books.
I do appreciate your time and effort, LT, and thank you for any additional information and clarity you can provide.
Hello there, I must've misunderstood what you meant by "flagging it". I'm in the same boat as the person above me. I received an email on the 10th telling me my order for the physical copy of the PHB was cancelled, and later that same day I submitted a ticket. Perhaps if I had understood the assignment earlier I'd have probably gotten help sooner. With that being said thanks for all the hard work and attentiveness in everyone's situations, and I'm sorry for those who are more disrespectful on the matter.
I am one of the Paypal users who received the failed payment email. I submitted a ticket. I noticed that my account had no payment information, so I reluctantly added a credit card. On Wednesday I received an email that the order would be reprocessed in 24 hours, which should have been yesterday evening. I'm not sure if this will process under Paypal (which no longer seems to appear under my account) or my credit card... But as of now, neither my credit card nor Paypal shows the charge, which makes me wonder if the payment issues persist. Any update would be appreciated.
I have sumbitted a ticket already on Sepember 10th and have not recieved ANY information and seem to not fall into either of the two categories. based on this information.
If you do buy it elsewhere, make sure you get a refund for your initial order. Sadly you'll be paying the full price for the book, and not the discounted price they listed.
same
I'm also in the "paid with PayPal" group. I've had access to my digital content and character creator just fine. Got the email saying where my order was canceled and when I opened a ticket to address it, got the reply that they would try the payment again in 24 hours. As of this morning, no change has gone through yet on this second attempt. I'm hoping the issue is resolved soon.
I am comforted though, that this appears to be a system error that's affected more than just myself. The payment method used to buy these was and is still a good one to use and funds are more than available. Here's hoping things are resolved soon.
This is getting to be hilarious example of how not to handle a bug in production. 48 hours, no attempt to recharge, no updates from Customer Service, no acknowledgement by WOTC. At this point I am suggesting if anyone has any contacts, we take this and post it on any DND Forums, reddits, or visibile spotlights. This is the time for PR to take care of what Customer Service can't. The top thread if you google Player's Handbook Cancelled is now - https://www.enworld.org/threads/players-handbook-2024-cancellation-because-of-a-bug.706673/ and we need more websites, media, and rediits to keep posting this.
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D&D StaffMorning, all!
I'm looking through the responses left after my last message last night. Hope to have an update for you today! Thanks for your continued and VERY much appreciated patience.
EDIT: Just to cover all the bases, remember to check your spam and junk folders in case any emails may have accidentally ended up there.
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Submitted a ticket, now we wait, I'm going to be pissed if I lose the preorder stuff for the bundle because of their mistakes.