My order just went through successfully! Hooray!!!
Just woke up to an email and my re-order was successful as well.
Should note that Tuesday, after filing a support ticket, while I was looking at my order to try to figure out what was going on, I noticed I had no payment method set in the Marketplace. All of my previous purchases, and my DnD Beyond sub are payed with PayPal. And when I originally purchased the bundle, the PayPal transaction history shows an authorization for the full amount, but only paying for the digital copies.
I entered my debit card as a default payment method in an attempt to avoid this issue in the future. And now I'm wondering if that is why my re-order was successful. Did the two of you do something similar?
All right, I think they may have just rectified my issue, but I'm not sure.
Recap:
I got an email on Tuesday morning telling me they had cancelled my order (I'm one of the PayPal people).
I immediately filed a support ticket but received no response to that ticket or emails of any sort until yesterday evening.
Yesterday evening I got an email telling me that they had just sent another email with instructions for how to resolve the issue, but that was false -- I got no email with instructions.
New update:
Moments ago, I received an email telling me my order for the physical Player's Handbook has been confirmed. This email references the original order number (of the digital+physical full bundle, which I ordered in June), but only talks about the physical Player's Handbook, which may make sense given that they're trying to correct a problem with that book in particular. It notes a $12.49 discount against list price, but I'm not sure whether that's a Legendary Bundle discount or a preorder discount.
I still never received the instructions email, which is unfortunate because if I had a choice at this point, I would cancel the physical books order and buy them at my FLGS. I never want to buy anything from dndbeyond that I could buy from someone else again, given the service we're seeing from dndbeyond.
The email mentions nothing about the problems we've been having -- it just looks like the email you would receive if you ordered the physical Player's Handbook fresh right now.
The email also mentions nothing about whether I'm going to see problems with the DMG or Monster Manual.
This all seems like maybe they've figured out how to charge PayPal and are therefore going to send me the book, except that when I look up the order in my dndbeyond order history, it still shows the physical Player's Handbook as cancelled. Perhaps they forgot to update the order history, or simply neglected to do that before sending me this confirmation email?
Welp, I can throw my hat into this ring. Paid PayPal, received the email of cancellation. I've sent a support ticket.
I'm sorry for y'all's misery, but I am so happy that it appears nothing's wrong on my end. I spent quite a bit of time researching PayPal and my credit charges searching for the cause of the issue. XD
Let's hope it gets resolved favourably.
Same here. Paypal, order cancelled. I opened a support ticket as well...no response as of this morning.
Really do appreciate the customer service. Yes it's frustrating for this and other situations to happen as often as they do, but I do think you and the Team are doing an awesome job at navigating custom and site issues with the community. Thank you.
Count me in the “we’ll contact you with further instructions” “No new instructions; here’s your new order at $12.49 off” group. So issue resolved.
See ya’ll in November. We going to keep using this thread, or will someone be starting a new thread for issues with the DMG portion of the bundle?
I too have received an email telling me my order is confirmed for the PHB physical! But as of now, no pending charges for either my credit card or PayPal. I'll wait with bated breath until I see a charge go through before calling this resolved, but it looks like a step in the right direction.
(Also, yes, I received the email telling me they would reprocess the order, and the mass support ticket answer. That's been my journey.)
Received an email this morning saying it's been processed as well. I'm assuming it's resolved even though I don't see a charge on my PayPal account yet?
I'm a little upset that I probably won't get this on release day. It's very frustrating to see people already receiving their copies and I'm still in limbo on if my order is even resolved or not. Hopefully we won't experience these issues for the dmg and mm. If it happens for those two I'm not going to pre-order through dnd beyond again.
I received an email this morning that my order is confirmed. Looks like this debacle may be coming to a close! Here’s hoping this mess doesn’t repeat when the DMG releases
The only thing I’m not sure about is if it processed with the original Paypal account or the new credit card I added after the original failure before we knew anything about this whole mess.So far, my bank doesn’t have the charge, but you can bet I’ll be checking it closely to make sure I don’t get any over charges.
Edit: It did go through via Paypal, my original payment method, and is showing up through my bank.
No, it's not fixed. I also got a new email confirming my order. Then, 2.5 hours later, I got ANOTHER email saying my payment method failed, then another cancellation notice. I already sent an update to my original support ticket. (I also paid with PayPal, without issue originally.)
So, if you get a "Confirmation of order" email, you are NOT DONE.
I still never received the instructions email, which is unfortunate because if I had a choice at this point, I would cancel the physical books order and buy them at my FLGS. I never want to buy anything from dndbeyond that I could buy from someone else again, given the service we're seeing from dndbeyond.
It's UNBELIEVABLE to me how utterly non-transparent this whole boondoggle has been from a company whose sole purpose is to help their customers have fun and celebrate gaming. NO press release detailing the issue! Obscure emails suggesting things that actually didn’t happen!
Until now, I’ve been pretty pleased with my DnD Beyond experience, but in the course of a few days, I’m on the verge of being an actual 'hater'.
And again, not because it happened, but because of how it’s been handled.
No, it's not fixed. I also got a new email confirming my order. Then, 2.5 hours later, I got ANOTHER email saying my payment method failed, then another cancellation notice. I already sent an update to my original support ticket. (I also paid with PayPal, without issue originally.)
So, if you get a "Confirmation of order" email, you are NOT DONE.
I was afraid that might happen. I got the confirmation email at 6:21 am. I had added a credit card as default payment method in the Marketplace, but it's been 4 hours since the confirmation email. I haven't gotten a declined and cancelled email yet, but I also don't show the charge on my credit card or paypal either. It looked like some people yesterday got an email with a discount code to re-order the book with a different payment method... but based on the emails we all received this morning, and no one showing a pending payment on their bank/ credit accounts, it's very likely we're all going to get failed transactions again. And on my order history page it just says "order placed" not "in progress".
Well, so far my order has been logged as confirmed, my account has not been debited (which is good, it already was) and my product is due to ship.
I hope an internal post-mortem has any ideas at all about how to reestablish trust, because it's been deeply damaged for me. If there's another billing attempt for this, it's really going cause problems.
Got the email as well and it's been about 4 hours, and no new cancellation notice yet, but there's still no new charge to my Paypal and my order status just says in process.
Also, did anyone get an email with the link to the preorder bonuses like the dice and the new dragon digital artbook? I still haven't...
I didn't get the notice, but I did get the dice. No dragon artbook I can find. Check your dice page and see if they're on it? Do't forget to synch entitlements or whatever they are.
I didn't get the notice, but I did get the dice. No dragon artbook I can find. Check your dice page and see if they're on it? Do't forget to synch entitlements or whatever they are.
You should have gotten an email with a code for the gold dice, and a download link for the artbook (it's a PDF download).
Just woke up to an email and my re-order was successful as well.
Should note that Tuesday, after filing a support ticket, while I was looking at my order to try to figure out what was going on, I noticed I had no payment method set in the Marketplace. All of my previous purchases, and my DnD Beyond sub are payed with PayPal. And when I originally purchased the bundle, the PayPal transaction history shows an authorization for the full amount, but only paying for the digital copies.
I entered my debit card as a default payment method in an attempt to avoid this issue in the future. And now I'm wondering if that is why my re-order was successful. Did the two of you do something similar?
All right, I think they may have just rectified my issue, but I'm not sure.
Recap:
New update:
This all seems like maybe they've figured out how to charge PayPal and are therefore going to send me the book, except that when I look up the order in my dndbeyond order history, it still shows the physical Player's Handbook as cancelled. Perhaps they forgot to update the order history, or simply neglected to do that before sending me this confirmation email?
Also had my order reprocessed. It got a new order number. In the US the charge amount was 37.49 + state tax. Look for "Format: Physical".
Still lists the 16th as expected release date, hoping it arrives on time - no shipping notification yet.
I just noticed this happened to be too... I'll submit my ticket.
Same here. Paypal, order cancelled. I opened a support ticket as well...no response as of this morning.
My order was restored this morning.
Really do appreciate the customer service. Yes it's frustrating for this and other situations to happen as often as they do, but I do think you and the Team are doing an awesome job at navigating custom and site issues with the community. Thank you.
Count me in the “we’ll contact you with further instructions” “No new instructions; here’s your new order at $12.49 off” group. So issue resolved.
See ya’ll in November. We going to keep using this thread, or will someone be starting a new thread for issues with the DMG portion of the bundle?
I too have received an email telling me my order is confirmed for the PHB physical! But as of now, no pending charges for either my credit card or PayPal. I'll wait with bated breath until I see a charge go through before calling this resolved, but it looks like a step in the right direction.
(Also, yes, I received the email telling me they would reprocess the order, and the mass support ticket answer. That's been my journey.)
Received an email this morning saying it's been processed as well. I'm assuming it's resolved even though I don't see a charge on my PayPal account yet?
I'm a little upset that I probably won't get this on release day. It's very frustrating to see people already receiving their copies and I'm still in limbo on if my order is even resolved or not. Hopefully we won't experience these issues for the dmg and mm. If it happens for those two I'm not going to pre-order through dnd beyond again.
I received an email this morning that my order is confirmed. Looks like this debacle may be coming to a close! Here’s hoping this mess doesn’t repeat when the DMG releases
The only thing I’m not sure about is if it processed with the original Paypal account or the new credit card I added after the original failure before we knew anything about this whole mess.So far, my bank doesn’t have the charge, but you can bet I’ll be checking it closely to make sure I don’t get any over charges.Edit: It did go through via Paypal, my original payment method, and is showing up through my bank.
Order processed and fingers crossed.
No, it's not fixed. I also got a new email confirming my order. Then, 2.5 hours later, I got ANOTHER email saying my payment method failed, then another cancellation notice. I already sent an update to my original support ticket. (I also paid with PayPal, without issue originally.)
So, if you get a "Confirmation of order" email, you are NOT DONE.
THIS:
It's UNBELIEVABLE to me how utterly non-transparent this whole boondoggle has been from a company whose sole purpose is to help their customers have fun and celebrate gaming. NO press release detailing the issue! Obscure emails suggesting things that actually didn’t happen!
Until now, I’ve been pretty pleased with my DnD Beyond experience, but in the course of a few days, I’m on the verge of being an actual 'hater'.
And again, not because it happened, but because of how it’s been handled.
I was afraid that might happen. I got the confirmation email at 6:21 am. I had added a credit card as default payment method in the Marketplace, but it's been 4 hours since the confirmation email. I haven't gotten a declined and cancelled email yet, but I also don't show the charge on my credit card or paypal either. It looked like some people yesterday got an email with a discount code to re-order the book with a different payment method... but based on the emails we all received this morning, and no one showing a pending payment on their bank/ credit accounts, it's very likely we're all going to get failed transactions again. And on my order history page it just says "order placed" not "in progress".
Well, so far my order has been logged as confirmed, my account has not been debited (which is good, it already was) and my product is due to ship.
I hope an internal post-mortem has any ideas at all about how to reestablish trust, because it's been deeply damaged for me. If there's another billing attempt for this, it's really going cause problems.
Got an email saying my order is confirmed. I'm hoping this means they got the bug figured out. Fingers crossed.
Got the email as well and it's been about 4 hours, and no new cancellation notice yet, but there's still no new charge to my Paypal and my order status just says in process.
Also, did anyone get an email with the link to the preorder bonuses like the dice and the new dragon digital artbook? I still haven't...
I didn't get the notice, but I did get the dice. No dragon artbook I can find. Check your dice page and see if they're on it? Do't forget to synch entitlements or whatever they are.
You should have gotten an email with a code for the gold dice, and a download link for the artbook (it's a PDF download).
I got the email with those on September 3rd.