Help ticket submitted on Saturday with autogenerated responses. Kind of like to know what im supposed to do since I haven’t gotten any helpful emails back from customer support.
It always took 1-2 days to get any copy-paste response on my ticket. Which is still open, but they finally shipped my book, and it's scheduled to be here by the weekend.
What happened with your order on the books/bundle? It might help us figure out what state of the issue you are in currently.
Order digital and physical. Checked Friday and saw my physical players guide was cancelled. No emails about when or why in my inbox or spam. Submitted a ticket sat, got the “we are busy” auto generated email, followed up yesterday in the same email and got a “here’s a list of common problems” autogenerated email.
Order digital and physical. Checked Friday and saw my physical players guide was cancelled. No emails about when or why in my inbox or spam. Submitted a ticket sat, got the “we are busy” auto generated email, followed up yesterday in the same email and got a “here’s a list of common problems” autogenerated email.
If you haven't gotten a second "order canceled" email, then they most likely haven't gotten around to trying to bill you again. The second attempt went through for some of us, but not for others, so hopefully that works for you. But, if you only submitted your ticket on Saturday, it may be a bit before they get to you :(.
All in all, they've handled this whole situation poorly.
Good stuff Cap! Glad to hear it’s being sorted. I’m a page four person who just hit 10 days since raising the incident and haven’t see a single email or response to my ticket that wasn’t a bulk email. At this point I’d be happy to get some sort of acknowledgment saying they know I exist and provide some clarity why my issue is taking longer than others to resolve.
it’s disheartening to see the responses in their bulk mail saying impacted users have been contacted with instructions. I’m throwing it out there one more time to WoTC, no, some of us haven’t. I’ve reached out three times (2 emails and once in the ticket) and it is radio silence.
I originally purchased the 2024 Digital & Physical Core Rulebook Bundle using PayPal Credit on July 1, 2024 (Order Number: DDBR0180909). I immediately submitted a ticket to D&D Beyond Support (Support ID: #4076200) on Tuesday, September 10, 2024 at 1:36 PM after receiving my Player's Handbook cancellation email at 1:07 PM.
I have since added additional comments to my original ticket, but I have yet received no response from support. They tried to charge PayPal again and failed on Saturday, September 14, 2024 at 5:47 PM. I have also updated my payment method in my D&D Marketplace account just in case it helps.
I am adding myself to this thread just for additional visibility as I do not wish to lose either my bundle discount or digital bonuses.
I have only received a single generic email response from support with several links to syncing entitlements and a changeling but with no coupon code to reorder the physical book with the preorder discount. I have sent multiple messages through my ticket, but I have received no response. I work in IT, so I can confirm that no communications received have been flagged as spam. I have changed my default payment method and messaged the ticket several times in the last nine days with no response from any support staff members.
I'm honestly not sure what more I can do at this point other than wait.
I would be another of the September 10th tickets that has only received the generic "We are current experiencing an unprecedented amount of volume causing delays in our responses" email on September 17th. I have added several more entries to my ticket since then, but I have received no response from the D&D Beyond support staff.
Day Nine - Continue to wait on some sort of actual instructions on what I need to do.
I have gotten two different bulk emails. One of which had some information, but neither of which was from a human being and neither had any sort of resolution for my problem.
This seems to be my issue, but I have not gotten any type of email or communication with directions.
I encountered a error with the payment method used for my Pre-Order and was told my order has been cancelled or will be re-charged. How can I address this? Our team has reached out directly to all customer impacted by theses issues with emails providing specific directions on how to correct the issue with their orders. Please check your email you used when making the original order and follow the directions provided there.
As far as I can tell my ticket is still open even though I am doubting human eyes have yet seen it.
Still running in circles with WotC about this and never have received an email stating it was going to be cancelled, just POOF it was cancelled. Highly disappointed with these guys. Paying way too much for this bad of service.
Rollback Post to RevisionRollBack
Old-timer who played 2nd edition up until the release of 5th edition, hating the beta tests he'd seen of 5th. Now back because his daughter is getting into RPG's and he wants to be part of it. That's the key: God first, family second, self last. That's the way for a Longhaul Christian life.
Used the coupon code email to reorder the PHB a few days ago, it arrived today/yesterday.
Still worried this problem will be repeating for DMG & MM, and according to my math with what was charged it may be a bit more expensive this way if they're charging the same for all 3 books.
I heard from support after the issue then I got my book a few days ago I forgot to update the thread sorry I just wanted to let everyone else with the issue know. I did make sure link my wizards and and beyond account and post a support ticket which seemed to help.
Allegedly, my book was delivered. Because of the delay, I wasn't home for the delivery. Also, I've still been double billed as far as I can tell from PayPal's records. There are no logged refunds or holds on my paypal account for the entirety of the year.
There have also been no replies other than automatically generated response to my posts here or my emails to support.
At some point I'm going to have to escalate this. It's possible I'm missing something in my PayPal account, but seeing as I have not yet heard from any real person at Wizards to address billing me twice for the same item, I can only wait so long.
Do I take it up with PayPal and have them Refund me? Will Wizards suddenly find someone who notices money going out rather than in and cancel my whole account here? I have no idea. I do prefer not to pay twice for the same thing, so unless someone at Wizards can actually talk me through how I'm mistaken given what PayPal is showing me, I will have to find some solution on my own.
I gave up after getting a generic email about them looking into it on the day the book was released. I bought a copy at my local game shop instead. The refund was processed, but I'm still pretty unimpressed that a company as big as this can't figure out how to do a simple PayPal transaction right.
If there is a better place to submit this new problem, please let me know.
I posted here earlier because of a problem I thought might be related to this topic. My bundle order (see support ticket 4086832) only showed 5 items; the 3 digital books and 2 physical books. The physical PHB was not listed. I charged the bundle to a credit card; not PayPal. I didn't get any of the order cancellation notices that others have seen.
Now I have a more troubling concern. My order is no longer visible. It doesn't show in either of the lists, before or after April. I have screen shots of it showing 5 items. My support ticket lists the order number. I can access the new PHB online and in the app, so apparently I did buy the bundle.
My ticket got the same canned response as everyone else 4 days ago. I responded that my problem is different. No response since. Have I fallen into the "we'll get back to this one" crack?
Funnily enough, my FLGS had the alt cover I pre-ordered through them. It's been collecting dust for over 2 weeks under their front counter and they never called or emailed me. I went today to get some paint primer and asked about it. They just handed it to me and I walked out. No "oopsie". No "sorry about that". Just .. "you're here for the book?" Stellar. It's a 1-man show but shouldn't that make it easier? Atlas shrugged, I guess.
Hasbro fixed my order. Like others, I'm crossing fingers on DMG & MM.
It always took 1-2 days to get any copy-paste response on my ticket. Which is still open, but they finally shipped my book, and it's scheduled to be here by the weekend.
What happened with your order on the books/bundle? It might help us figure out what state of the issue you are in currently.
Order digital and physical. Checked Friday and saw my physical players guide was cancelled. No emails about when or why in my inbox or spam. Submitted a ticket sat, got the “we are busy” auto generated email, followed up yesterday in the same email and got a “here’s a list of common problems” autogenerated email.
If you haven't gotten a second "order canceled" email, then they most likely haven't gotten around to trying to bill you again. The second attempt went through for some of us, but not for others, so hopefully that works for you. But, if you only submitted your ticket on Saturday, it may be a bit before they get to you :(.
All in all, they've handled this whole situation poorly.
Good luck.
As a page one "me too" person on this thread. I can say that the corrected order went through successfully and I received my PHB yesterday.
Darn thick book.
My 2014 PHB did 1d4+1 bludgeoning damage. My new 2024 PHB has upgraded to 1d6+2 bludgeoning damage with the Topple Weapon Mastery.
I've played every edition since 1980.
I’m old. 😂
Good stuff Cap! Glad to hear it’s being sorted. I’m a page four person who just hit 10 days since raising the incident and haven’t see a single email or response to my ticket that wasn’t a bulk email. At this point I’d be happy to get some sort of acknowledgment saying they know I exist and provide some clarity why my issue is taking longer than others to resolve.
it’s disheartening to see the responses in their bulk mail saying impacted users have been contacted with instructions. I’m throwing it out there one more time to WoTC, no, some of us haven’t. I’ve reached out three times (2 emails and once in the ticket) and it is radio silence.
I would be another of the September 10th tickets that has only received the generic "We are current experiencing an unprecedented amount of volume causing delays in our responses" email on September 17th. I have added several more entries to my ticket since then, but I have received no response from the D&D Beyond support staff.
My book came today. One down.
Book arrived.
Ticket unanswered regarding bonus digital content..
FedEx dropped off my PHB this afternoon.
Good luck all.
My book is still two states away! What is the point of FedEx? The USPS could have gotten it here in the same amount of time for half the price!
It is official, my PHB has arrived today.
Day Nine - Continue to wait on some sort of actual instructions on what I need to do.
I have gotten two different bulk emails. One of which had some information, but neither of which was from a human being and neither had any sort of resolution for my problem.
This seems to be my issue, but I have not gotten any type of email or communication with directions.
I encountered a error with the payment method used for my Pre-Order and was told my order has been cancelled or will be re-charged. How can I address this?
Our team has reached out directly to all customer impacted by theses issues with emails providing specific directions on how to correct the issue with their orders. Please check your email you used when making the original order and follow the directions provided there.
As far as I can tell my ticket is still open even though I am doubting human eyes have yet seen it.
Still running in circles with WotC about this and never have received an email stating it was going to be cancelled, just POOF it was cancelled. Highly disappointed with these guys. Paying way too much for this bad of service.
Old-timer who played 2nd edition up until the release of 5th edition, hating the beta tests he'd seen of 5th. Now back because his daughter is getting into RPG's and he wants to be part of it. That's the key: God first, family second, self last. That's the way for a Longhaul Christian life.
Welp final update.
Used the coupon code email to reorder the PHB a few days ago, it arrived today/yesterday.
Still worried this problem will be repeating for DMG & MM, and according to my math with what was charged it may be a bit more expensive this way if they're charging the same for all 3 books.
Day 10, no resolution!
I heard from support after the issue then I got my book a few days ago I forgot to update the thread sorry I just wanted to let everyone else with the issue know. I did make sure link my wizards and and beyond account and post a support ticket which seemed to help.
Allegedly, my book was delivered. Because of the delay, I wasn't home for the delivery. Also, I've still been double billed as far as I can tell from PayPal's records. There are no logged refunds or holds on my paypal account for the entirety of the year.
There have also been no replies other than automatically generated response to my posts here or my emails to support.
At some point I'm going to have to escalate this. It's possible I'm missing something in my PayPal account, but seeing as I have not yet heard from any real person at Wizards to address billing me twice for the same item, I can only wait so long.
Do I take it up with PayPal and have them Refund me? Will Wizards suddenly find someone who notices money going out rather than in and cancel my whole account here? I have no idea. I do prefer not to pay twice for the same thing, so unless someone at Wizards can actually talk me through how I'm mistaken given what PayPal is showing me, I will have to find some solution on my own.
I gave up after getting a generic email about them looking into it on the day the book was released. I bought a copy at my local game shop instead. The refund was processed, but I'm still pretty unimpressed that a company as big as this can't figure out how to do a simple PayPal transaction right.
Die with hilarity, or die not at all.
If there is a better place to submit this new problem, please let me know.
I posted here earlier because of a problem I thought might be related to this topic. My bundle order (see support ticket 4086832) only showed 5 items; the 3 digital books and 2 physical books. The physical PHB was not listed. I charged the bundle to a credit card; not PayPal. I didn't get any of the order cancellation notices that others have seen.
Now I have a more troubling concern. My order is no longer visible. It doesn't show in either of the lists, before or after April. I have screen shots of it showing 5 items. My support ticket lists the order number. I can access the new PHB online and in the app, so apparently I did buy the bundle.
My ticket got the same canned response as everyone else 4 days ago. I responded that my problem is different. No response since.
Have I fallen into the "we'll get back to this one" crack?
Funnily enough, my FLGS had the alt cover I pre-ordered through them. It's been collecting dust for over 2 weeks under their front counter and they never called or emailed me. I went today to get some paint primer and asked about it. They just handed it to me and I walked out. No "oopsie". No "sorry about that". Just .. "you're here for the book?" Stellar. It's a 1-man show but shouldn't that make it easier? Atlas shrugged, I guess.
Hasbro fixed my order. Like others, I'm crossing fingers on DMG & MM.