Thanking them for trusting that you'll subscribe at a higher tier sure is nice but, my view on it is that this is them taking nearly the laziest option regarding the issue. A solution to this problem should have been created as soon as they planned to offer multiple subscriptions. It really doesn't require any foresight to think that customers might want to switch between them at some point. Or, if it just wasn't convenient to do then...well, at least do the work at some point after it's been asked for...which has now been over a year and a half.
I’ve been using DND Beyond for a few years. With this, I have purchased many digital products (books, adventure guides etc). I have had issues with “errors” and purchasing issues. I have always been immediately contacted and dealt with promptly. They quickly refunded when it was appropriate.
As for upgrading subscriptions, I have had the Hero Tier and started the process to upgrade to Master Tier. All I know is that they will respond and help me. I don’t have any worries with this problem even though there aren’t “Upgrade” links. They are great to work with
I've sent a ticket to them about upgrading. I signed up for the hero tier about 2 hours ago and then changed my mind and I want to do the higher tier so I can share content. What should I expect to happen? Will they credit my $26 then let me sign up again? Or do they expect you to pay the $50 on top of that just because you changed your mind or whatever? I really don't understand why there isn't more info (officially, publicly) available about this subject since I can't imagine it's a one-off thing for them to deal with. I mean, if I had a business and you came to me and said "Hold on, I decided I want to pay you more money instead of this other product that costs less", I'd be all over figuring out the easiest way for my customers to do that. More money is always better when receiving. :)
Here is an update for my experience upgrading from Hero Tier to Master Tier: I recently (about 2 weeks ago) contacted DnDBeyond through their support portal and submitted a request to upgrade. It took a few days, but they responded by giving me a reimbursement from my Hero Tier Subscription. I then simply "canceled" my hero subscription, then signed up for a new Master's Subscription. The refund came to my Credit Card.
This is a screen shot of my interaction with DnD Beyond support staff. It was very simple. The only issue was having to wait a few days for a response, but it wasn't an issue for me to wait.
Here is an update for my experience upgrading from Hero Tier to Master Tier: I recently (about 2 weeks ago) contacted DnDBeyond through their support portal and submitted a request to upgrade. It took a few days, but they responded by giving me a reimbursement from my Hero Tier Subscription. I then simply "canceled" my hero subscription, then signed up for a new Master's Subscription. The refund came to my Credit Card.
This is a screen shot of my interaction with DnD Beyond support staff. It was very simple. The only issue was having to wait a few days for a response, but it wasn't an issue for me to wait.
I had a similar experience except they got mine done the same day, so I'm very pleased. Hopefully the past experiences that are written about here are all sorted now and they continue with this trend.
Yesterday, I contacted support about changing my subscription tier, and they got back to me within a couple of hours. I was refunded my Hero Tier amount and then I subbed at Master Tier. While I wish this was a thing they could do via their subscription system, the process was both quick and easy. I'd rate my customer service experience 5 stars.
I normally don't post. But I think its worth mentioning that I've considered upgrading a few times. If there was a button, I probably would have impulsively done it by now. Currently, I am waiting for enough of my players to decide they want to go online to make the sharing feature worth it. Since many of us were playing 2E until a year ago, I have a feeling that most would rather keep the pencil and paper option for now.
But, its worth elevating to the development team that if there was a clear and easy process to follow, I probably would take it. But, as long as it takes extra steps, I'm going to wait till my party needs me to upgrade.
The other potential takeaway from this is that there are very few requests for this (a handful in 18 months).
I would not normally post but seeing this response I would like an easy upgrade option and it surprises me there is not one. I feel it is a standard feature of sites offering subscriptions.
Because I am very happy with dndbeyond and its support of the d&d community (exceeding wotc's in my opinion) I will still upgrade and jump through the hoops.
I am about to sub to Hero. I don't own much digital content atm. At some point, later down the line.. I may switch to Master once I do. Sooooo...... yeah D&DBeyond, it's a pretty common thing.
I too would like to see this feature. I currently have a Hero Tier that I paid for annually and may be wishing to upgrade to a Master Tier soon. It does appear that people are having positive experiences with a customer service cancel/pro-rated refund/new subscription but I do agree that an upgrade feature would be a good helpful tool for customers as well as reduce the amount of individual customer service tickets that need to be created on this issue.
Rollback Post to RevisionRollBack
May your rolls be crits and your sessions be frequent
I'm throwing my hat in to say, yes, I want this feature, and your statistics will always be lower than reality because people like me who are lazy and have less than a month left on hero will just cancel and resub on Master rather than wait the week or whatever to get the campaign started, especially since my player quickly loses interest when things aren't actually happening. Also, there are probably a lot of people who don't look into it this far, or do and decide it's not worth the time.
I also tend to disagree with "more features over fixing old issues." I'd rather have a more polished product than a crappier product with more broken features. I've heard the same in a lot of software development settings, and the opposite in game development settings, which are often the rallying cry of player/user frustration. Most of the advice I've heard in the software world is "fix bugs before adding features" rather than the other way around. And while this isn't a bug per se, it's definitely a flaw in the existing subscription feature.
Just sent in a customer support request about upgrading an ongoing sub.
I think a decent middle ground between spending development time and the current process would be to add an official upgrade policy on the Subscription page stating what the pricing is and directing people to contact support to initiate the process.
Doesn't impact development time as much as automating the process, but provides clarity and assurance for people.
I am kind of shocked that something as simple as this is just being ignored.. but I agree, putting something officially on the page would be best if they don't have the resources to do it.
I could use the campaign sharing today, but I'll just wait until September to upgrade. I get that "digital sales are final" and reimbursing amounts to a credit card can be a hassle, but considering that they seem to be able to handle that sort of calculation for the books and adventures purchased it seems to be an oversight not to have a similar system in place for the subscriptions. That said, if the total number of Customer Service complaints are low enough that the manual switching helps generate enough ticket volume to justify maintaining current manpower levels, then it might make sense. Somebody answering phones for 8 hours a day makes somewhere around minimum wage. This will depend on what state/country you put the center in. There's a lot of low income places in the Midwest and South. Computer programmers on the other hand, are expensive. They also tend to live in places where wages are higher, and the code they create there can be deployed globally (so they really should be working from lower income places to do their part to fight income inequality, especially with the current "work from home" situation). And with the programmer, there has to be meetings and plans to identify exactly what the problem is, how it could be fixed, whether that could be implemented in the existing software without breaking something, testing, implementation of a functional system, immediate breakdown due to unforeseen hardware glitch in a server in Clyde Park, Montana, lost revenue due to outage, increased call volume to Customer Support, extra expenses due to Overtime charges for Customer Support, and then you have to rehire the programmer because you furloughed him the second the project was implemented.
All in all it's just a big mess. If the current system works, that's great. I'll still wait until September, thank you. :D
Thanking them for trusting that you'll subscribe at a higher tier sure is nice but, my view on it is that this is them taking nearly the laziest option regarding the issue. A solution to this problem should have been created as soon as they planned to offer multiple subscriptions. It really doesn't require any foresight to think that customers might want to switch between them at some point. Or, if it just wasn't convenient to do then...well, at least do the work at some point after it's been asked for...which has now been over a year and a half.
Wrongo.
I’ve been using DND Beyond for a few years. With this, I have purchased many digital products (books, adventure guides etc). I have had issues with “errors” and purchasing issues. I have always been immediately contacted and dealt with promptly. They quickly refunded when it was appropriate.
As for upgrading subscriptions, I have had the Hero Tier and started the process to upgrade to Master Tier. All I know is that they will respond and help me. I don’t have any worries with this problem even though there aren’t “Upgrade” links. They are great to work with
I've sent a ticket to them about upgrading. I signed up for the hero tier about 2 hours ago and then changed my mind and I want to do the higher tier so I can share content. What should I expect to happen? Will they credit my $26 then let me sign up again? Or do they expect you to pay the $50 on top of that just because you changed your mind or whatever? I really don't understand why there isn't more info (officially, publicly) available about this subject since I can't imagine it's a one-off thing for them to deal with. I mean, if I had a business and you came to me and said "Hold on, I decided I want to pay you more money instead of this other product that costs less", I'd be all over figuring out the easiest way for my customers to do that. More money is always better when receiving. :)
Here is an update for my experience upgrading from Hero Tier to Master Tier: I recently (about 2 weeks ago) contacted DnDBeyond through their support portal and submitted a request to upgrade. It took a few days, but they responded by giving me a reimbursement from my Hero Tier Subscription. I then simply "canceled" my hero subscription, then signed up for a new Master's Subscription. The refund came to my Credit Card.
Here is proof of the conversation with DND Beyond Support Staff: https://ibb.co/NmFfr5G
This is a screen shot of my interaction with DnD Beyond support staff. It was very simple. The only issue was having to wait a few days for a response, but it wasn't an issue for me to wait.
I had a similar experience except they got mine done the same day, so I'm very pleased. Hopefully the past experiences that are written about here are all sorted now and they continue with this trend.
My experience:
Yesterday, I contacted support about changing my subscription tier, and they got back to me within a couple of hours. I was refunded my Hero Tier amount and then I subbed at Master Tier. While I wish this was a thing they could do via their subscription system, the process was both quick and easy. I'd rate my customer service experience 5 stars.
I normally don't post. But I think its worth mentioning that I've considered upgrading a few times. If there was a button, I probably would have impulsively done it by now. Currently, I am waiting for enough of my players to decide they want to go online to make the sharing feature worth it. Since many of us were playing 2E until a year ago, I have a feeling that most would rather keep the pencil and paper option for now.
But, its worth elevating to the development team that if there was a clear and easy process to follow, I probably would take it. But, as long as it takes extra steps, I'm going to wait till my party needs me to upgrade.
OK reading this I'll go for hero until Im good enough to dm and upgrade. Thanks a lot guys!
I would not normally post but seeing this response I would like an easy upgrade option and it surprises me there is not one. I feel it is a standard feature of sites offering subscriptions.
Because I am very happy with dndbeyond and its support of the d&d community (exceeding wotc's in my opinion) I will still upgrade and jump through the hoops.
Guess this is still a thing LOL.
I am about to sub to Hero. I don't own much digital content atm. At some point, later down the line.. I may switch to Master once I do. Sooooo...... yeah D&DBeyond, it's a pretty common thing.
I too would like to see this feature. I currently have a Hero Tier that I paid for annually and may be wishing to upgrade to a Master Tier soon. It does appear that people are having positive experiences with a customer service cancel/pro-rated refund/new subscription but I do agree that an upgrade feature would be a good helpful tool for customers as well as reduce the amount of individual customer service tickets that need to be created on this issue.
May your rolls be crits and your sessions be frequent
Wishing to upgrade, will contact support but wanted to add my upvote for a simple upgrade button.
+1 to a simple upgrade button! The thought of having to go through the hassle of contacting support is offputting
I'm throwing my hat in to say, yes, I want this feature, and your statistics will always be lower than reality because people like me who are lazy and have less than a month left on hero will just cancel and resub on Master rather than wait the week or whatever to get the campaign started, especially since my player quickly loses interest when things aren't actually happening. Also, there are probably a lot of people who don't look into it this far, or do and decide it's not worth the time.
I also tend to disagree with "more features over fixing old issues." I'd rather have a more polished product than a crappier product with more broken features. I've heard the same in a lot of software development settings, and the opposite in game development settings, which are often the rallying cry of player/user frustration. Most of the advice I've heard in the software world is "fix bugs before adding features" rather than the other way around. And while this isn't a bug per se, it's definitely a flaw in the existing subscription feature.
what is the email address to support? it's apparently not easy to find (or I am just blind)
You can use this link.
Just sent in a customer support request about upgrading an ongoing sub.
I think a decent middle ground between spending development time and the current process would be to add an official upgrade policy on the Subscription page stating what the pricing is and directing people to contact support to initiate the process.
Doesn't impact development time as much as automating the process, but provides clarity and assurance for people.
I am kind of shocked that something as simple as this is just being ignored.. but I agree, putting something officially on the page would be best if they don't have the resources to do it.
I could use the campaign sharing today, but I'll just wait until September to upgrade. I get that "digital sales are final" and reimbursing amounts to a credit card can be a hassle, but considering that they seem to be able to handle that sort of calculation for the books and adventures purchased it seems to be an oversight not to have a similar system in place for the subscriptions. That said, if the total number of Customer Service complaints are low enough that the manual switching helps generate enough ticket volume to justify maintaining current manpower levels, then it might make sense. Somebody answering phones for 8 hours a day makes somewhere around minimum wage. This will depend on what state/country you put the center in. There's a lot of low income places in the Midwest and South. Computer programmers on the other hand, are expensive. They also tend to live in places where wages are higher, and the code they create there can be deployed globally (so they really should be working from lower income places to do their part to fight income inequality, especially with the current "work from home" situation). And with the programmer, there has to be meetings and plans to identify exactly what the problem is, how it could be fixed, whether that could be implemented in the existing software without breaking something, testing, implementation of a functional system, immediate breakdown due to unforeseen hardware glitch in a server in Clyde Park, Montana, lost revenue due to outage, increased call volume to Customer Support, extra expenses due to Overtime charges for Customer Support, and then you have to rehire the programmer because you furloughed him the second the project was implemented.
All in all it's just a big mess. If the current system works, that's great. I'll still wait until September, thank you. :D