Once again, this is a support thread where people who are having issues will come to see if their issue has been raised or find new information. Please do not use this thread as a discussion thread as you are drowning out the information people need to know.
Non-support related posts will be removed. We have a wider forum for non-support discussion.
Support Information
If you have pre-ordered the Digital + Physical bundle only, you should have received a code to redeem to in order to access the book early. If you have not and have not already done so, you can submit a customer support tickethere.
Do not submit multiple tickets, this will push you down the support queue as tickets are grouped by the person who submitted them and queued based on most recent ticket. Tickets are processed in the order they are queued, from oldest to newest. If you have submitted a ticket, it will be responded to.*
If you have pre-ordered just the digital version, you will not have early access and you will not have to redeem a key.
I am now on my third day of not being able to access the promised early access content. Meanwhile we continue to have a timer counting down on the store to entice people to buy the digital + physical bundle in order to gain access to the early access content that WotC is fully aware they will not gain access to after their order due to this issue. I have opened my single support ticket as instructed two days ago and the only response I have received as an automated message thanking me for my patience. With no other resolution in sight I have submitted a complain to the Better Business Bureau about the non-delivery of the promised service and the continued false advertising about the ability to get early access by purchasing the physical + digital bundle.
If you would like to submit your own BBB complaint against WotC you can do so at THIS LINK
In the mean time I hope WotC corrects this issue and/or ceases advertising early access while not able to provide it.
Appreciate the attempted assist Artemistheemp, but for those of us experiencing the glitches with the Digital+Physical bundle this fabled "Debit Now" button does not exist anywhere on our email or anywhere on the site not even on the specific order page.
Such a button sounds very helpful and like it would resolve our problems instantly, but it sounds like this feature was only available to those who experienced some sort of charge related issue before the announced delay or on other products/services.
Anyone who gets this advice from a Support Rep on this current issue should make it clear in their response (after confirming of course) that such a button does not exist on these orders and that they must do something on their end to solve the issue.
The most frustrating thing about this glitch/delay is having to wait for the people in charge and the support staff try to catch up to the starting point, while we've known what the problem is for days.
"You didn't charge us. Therefore, we cannot receive or redeem the code."
There is nothing more that we can do on our end. (if a support ticket is already open) They have our order information. Heck they were able to cancel my duplicate. They just need to go through and do the actual work of charging the people who ordered the product so we can get it and they can get their money.
I have now filed a chargeback with my bank. I had hoped to be able to resolve this without involving third parties, but it's been made clear that WotC and DDB are not acting in good faith. The sheer amount of disinformation we've been provided speaks to that.
I am also going to be typing up a brief summary of everything that has transpired. I'll include some screengrabs from this forum - including a few astute comments that are not currently visible here - and will post it to social media. I have a nonzero number of contacts in TTRPG communities on social media, including at least a few journalists. (Such people are surely already aware of what's occurring here though, so I don't delude myself into being some sort of scoop-breaker, lol.) Also, thank you for the link, @Brinret!
UPDATE: Oof. My bank has just informed me that a chargeback can only be filed on a per-transaction basis, not a per-item basis if there were multiple items on the same transaction. (I did provide my bank with a copy of the invoice, showing that this item was one of three items I purchased on the same order, along with Planescape and Tal’Dorei—and I stressed to them that I am not unhappy with the other two.)
I’m told them that I’m desiring to chargeback $25.49, because that’s all I paid for this product—but because DDB and WotC won’t work with me, I’m being forced to charge back the entire transaction. That’s a chargeback of $94.97, all because DDB and WotC couldn’t be bothered to respond to queries in a timely manner.
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation."
I will take one for the team and take the bait.
I responded for them to cancel the order and I will make another.
I know this is stupid because I just resolved a duplicate order, based on the FAQ advice, but it fails again I'll be in the same boat with 1 pending order.
Wish me luck!!!
EDIT: The fact that the existing order would take 3-5 days to process payment say to me they are doing it by hand or something.
I AM IN!!! After support canceled my order I made a new one as instructed and I'm in. I got my code!!!
The charge went through too.
I can confirm that canceling old orders and making a new one does work. It also works on Beyond.
Please note* My order still appeared as "pending" but the key DID appear under the red "Unlock The Activation Key" button. This is under Details-Manage on your ORDER.
I AM IN!!! After support canceled my order I made a new one as instructed and I'm in. I got my code!!!
The charge went through too.
I can confirm that canceling old orders and making a new one does work. It also works on Beyond.
Please note* My order still appeared as "pending" but the key DID appear under the red "Unlock The Activation Key" button. This is under Details-Manage on your ORDER.
Good Luck!!!
This makes me wonder if Pre-order made before Early access was only one affected, as I made mine after Early Access went live and work with out issue.
I made my order after Early Access went live and I also had the same issue. I reached out to support and they said exactly what they said to Dustland. I'm currently waiting myself for a response for cancellation so I can just repreorder the digital+physical bundle to get instant access.
Their response: Hello,
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation.
I have now filed a chargeback with my bank. I had hoped to be able to resolve this without involving third parties, but it's been made clear that WotC and DDB are not acting in good faith. The sheer amount of disinformation we've been provided speaks to that.
I am also going to be typing up a brief summary of everything that has transpired. I'll include some screengrabs from this forum - including a few astute comments that are not currently visible here - and will post it to social media. I have a nonzero number of contacts in TTRPG communities on social media, including at least a few journalists. (Such people are surely already aware of what's occurring here though, so I don't delude myself into being some sort of scoop-breaker, lol.) Also, thank you for the link, @Brinret!
UPDATE: Oof. My bank has just informed me that a chargeback can only be filed on a per-transaction basis, not a per-item basis if there were multiple items on the same transaction. (I did provide my bank with a copy of the invoice, showing that this item was one of three items I purchased on the same order, along with Planescape and Tal’Dorei—and I stressed to them that I am not unhappy with the other two.)
I’m told them that I’m desiring to chargeback $25.49, because that’s all I paid for this product—but because DDB and WotC won’t work with me, I’m being forced to charge back the entire transaction. That’s a chargeback of $94.97, all because DDB and WotC couldn’t be bothered to respond to queries in a timely manner.
Have you tried the following fix:
Be patient Not running to Linda Cociega or similar journalists Not demanding to speak directly to Davyd
Now, for a more technical explanation:
Looks like the problem with a lot of the financial side of things regarding chargebacks is due to issues from the bank Hasbro uses, which was recently cyberattacked, if I've got the right one looked up. So MAYBE it isn't the fault of D&D Beyond tech staff.
I knew already that I didn't get early access:I'm just trying to help cool the collective jets of everyone here.
To be fair, the frustration here is pretty reasonable. There is a delay now with the The Deck of Many Things Set, and the people that spent 100 dollars in order to get that set, and early access, have gotten neither. 5+ days of waiting for access to something that was promised with an expensive purchase, without any official statement of an extremely common issue, is deeply frustrating. Being patient is important yes, but when it comes to spending a lot of money to have access to something early, and just not getting access to it, ontop of little communication besides this forum, really sucks. Even if it isn't the D&D Beyond tech staffs fault, which to be fair the mods have been helpful here in telling us where we should go directly for issues with the keys, an official statement just on the announcements page of this site and the DnDStore site would have been much appreciated.
This is kind of where I am right now. "No information" is one thing, and while frustrating could be understandable under the proper circumstances.
But what we're dealing with here isn't even a matter of "no information," really. Many people have actively received disinformation from official channels, which is far less forgivable and far tougher to write off as not being the fault of WotC or of DDB. (I do want to stress that I recognize the difference between DDB moderators and DDB staff - but since the staff aren't engaging we, as customers, really don't have access to anyone but the moderators. As a forum mod myself, I get that it sucks for them and I don't really want to make it personal - but we as consumers are reasonably entitled to accurate, timely responses, and if the staff are unwilling to engage then sadly the ire falls onto the mods. It sucks but it's part of the job - a part I personally know all too well.)
The funniest thing is, a huge portion of this situation could likely have been averted with better communication. For example, by waiting until October 31 to communicate the lack of support for so many features of this book, the staff really created a lot of bad blood that they didn't need to create. If the staff had communicated earlier - before a lot of people had paid (who might not have paid if they'd known of the lack of support) - a lot of the ire could've been avoided. And I do recognize that maybe the lack of ability to support wasn't known back in August - but it was surely known before launch day (October 31). Either way, if the staff are ever going to pull a bait-and-switch and announce after people have already paid that a product will lack reasonably-expected support, then they need to be prepared to field requests for refunds from people who wouldn't have purchased in the first place if the communication had been provided sooner. If they don't come out of the gate offering such refunds to those who want them - and not only that, but 4-5 days later still have not responded to those customers who straight-up asked how to get those refunds - then people are going to be angry. And specifically, they're going to be angry in a manner that could easily have been avoided with better communication of known issues - instead of withholding communication of these issues until launch day, providing a bunch of disinformation, and other than that being radio silent.
A cyber attack on their bank just happened because of human error leading to a security hole being exploited.
It's likely not being talked about here because they aren't at liberty to discuss such a thing despite it being public knowledge for the usual asinine corporate reason.
Also, Hanlon's Razor, mega-corporate edition:Never attribute to regular employee malice what can be attributed to executive and management stupidity.
IMO, this wasn't a conspiracy worthy of contacting journalists or the BBB for(Assuming this is even in their wheelhouse).
It IS undeniably frustrating that management won't tell IT to take part of the financial quarter to put down the VTT development to fix sitewide bugs, but there's a time & place to get mad at these things.
So please calm down.
Now, as for how to fix the backgrounds and feat...same hotfix as Tasha's. It takes 5-15 minutes, tops, to execute.
A cyber attack on their bank just happened because of human error leading to a security hole being exploited.
It's likely not being talked about here because they aren't at liberty to discuss such a thing despite it being public knowledge for the usual asinine corporate reason.
Firstly, just in general I feel like if something happens because of human error, those affected by the error have a right to be upset about it and to vocalize that emotion. (Really, this is the whole crux of the matter, so I really ought to stop here because nothing else is even as relevant.)
That said, as for the second sentence...what the heck are you even talking about? Literally no one in this entire topic has complained about lack of comment about a cyberattack. You literally broached that whole topic yourself, and are now chastising others for being upset that nobody is talking about it? That's...literally not what's happening here.
The things that people are upset are not being addressed (or are being addressed with disinformation, at least sometimes) are:
The lack of timely communication regarding the incomplete support the product will have on this website.
The lack of instruction (or false instruction) on how to proceed if one no longer wants the product in light of new information.
The lack of instruction (or false instruction) regarding how to access the advertised benefits of early access, for those who do still want the product.
The first bullet has no feasible connection to any cyber attack. The third and perhaps the second may have such a connection, but literally nobody has broached that topic here before you did so it's a bit weird to be trying to lecture people on "The reason it's not being talked about" when literally nobody was upset that it wasn't being talked about. That's literally not what anyone here said - ever, as far as I can tell.
Literally not once in the history of humanity has anyone ever who was upset about something suddenly stopped being upset just because a stranger on the internet told them to calm down. I figure you must be aware of this, and are being disingenuous.
Now, as for how to fix the backgrounds and feat...same hotfix as Tasha's. It takes 5-15 minutes, tops, to execute.
Regarding this, firstly, you're once again being disingenuous. It's not just a couple backgrounds and a feat. It's also a ton of magic items, including the card effects. You know, cards that are the entire point and focus of the book? That's not a minor omission. It's way, Way, WAY more than "didn't work" from Tasha's. They are not equivalent situations, and to be frank it seems really scummy of you to imply they are.
And sure, even if I could spend 5-15 minutes each working around every one of them, my point - and I feel like most people here agree with me - is that I should not have to do that with regard to a product I've paid for! The entire point of buying the product here on DDB, rather than or in addition to buying it in any other format, is to avoid having to do that!
Did they ever respond back when they cancelled your preorder? I got the same message as you before and responded back saying I wanted it cancelled, but haven't gotten a response back. So I don't know if it's safe yet to "re-buy" the preorder yet. Did it still say it was pending when you emailed them back saying you wanted it canceled?
Ah alright, I'm still waiting for a response back since it's been a day. Hope they respond and cancel it before I'm charged, that would be extra frustrating
Ah alright, I'm still waiting for a response back since it's been a day. Hope they respond and cancel it before I'm charged, that would be extra frustrating
In fairness, it’s the weekend now. Dustpans did it on a weekday. It’s possible they’ve all gone home and won’t be working again until tomorrow.
Plus side, no financial institution is going to charge you on a Sunday!
EDIT: I spot the autocorrect typo, but it’s too good to correct. Sorry, Dustland!
Read Email late Friday from customer support giving the option to cancel/reorder or wait. Replied back over the weekend to cancel. I reordered and now have access to the digital version on DnD beyond. Both order still say Pending, but Support probably hasn't gotten to my Cancel reply yet since I replied over the weekend.
If you're worried about them cancelling the wrong order potentially, just send them another message detailing that you ordered it again and would like *insert order number* to be cancelled. I also got a reply back on Friday and still haven't gotten a response myself, their support is supposed to be 24/7, so they are probably just really backed up with all the other tickets. Surprised how quick they were to respond back to Dustland though, only seemed to take a just an hour.
Moderator Instruction
Once again, this is a support thread where people who are having issues will come to see if their issue has been raised or find new information. Please do not use this thread as a discussion thread as you are drowning out the information people need to know.
Non-support related posts will be removed. We have a wider forum for non-support discussion.
Support Information
If you have pre-ordered the Digital + Physical bundle only, you should have received a code to redeem to in order to access the book early. If you have not and have not already done so, you can submit a customer support ticket here.
Do not submit multiple tickets, this will push you down the support queue as tickets are grouped by the person who submitted them and queued based on most recent ticket. Tickets are processed in the order they are queued, from oldest to newest. If you have submitted a ticket, it will be responded to.*
If you have pre-ordered just the digital version, you will not have early access and you will not have to redeem a key.
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)
How I'm posting based on text formatting: Mod Hat On - Mod Hat Off
Site Rules & Guidelines - Homebrew Rules - Looking for Players and Groups Rules
I am now on my third day of not being able to access the promised early access content. Meanwhile we continue to have a timer counting down on the store to entice people to buy the digital + physical bundle in order to gain access to the early access content that WotC is fully aware they will not gain access to after their order due to this issue. I have opened my single support ticket as instructed two days ago and the only response I have received as an automated message thanking me for my patience. With no other resolution in sight I have submitted a complain to the Better Business Bureau about the non-delivery of the promised service and the continued false advertising about the ability to get early access by purchasing the physical + digital bundle.
If you would like to submit your own BBB complaint against WotC you can do so at THIS LINK
In the mean time I hope WotC corrects this issue and/or ceases advertising early access while not able to provide it.
Appreciate the attempted assist Artemistheemp, but for those of us experiencing the glitches with the Digital+Physical bundle this fabled "Debit Now" button does not exist anywhere on our email or anywhere on the site not even on the specific order page.
Such a button sounds very helpful and like it would resolve our problems instantly, but it sounds like this feature was only available to those who experienced some sort of charge related issue before the announced delay or on other products/services.
Anyone who gets this advice from a Support Rep on this current issue should make it clear in their response (after confirming of course) that such a button does not exist on these orders and that they must do something on their end to solve the issue.
The most frustrating thing about this glitch/delay is having to wait for the people in charge and the support staff try to catch up to the starting point, while we've known what the problem is for days.
"You didn't charge us. Therefore, we cannot receive or redeem the code."
There is nothing more that we can do on our end. (if a support ticket is already open) They have our order information. Heck they were able to cancel my duplicate. They just need to go through and do the actual work of charging the people who ordered the product so we can get it and they can get their money.
I have now filed a chargeback with my bank. I had hoped to be able to resolve this without involving third parties, but it's been made clear that WotC and DDB are not acting in good faith. The sheer amount of disinformation we've been provided speaks to that.
I am also going to be typing up a brief summary of everything that has transpired. I'll include some screengrabs from this forum - including a few astute comments that are not currently visible here - and will post it to social media. I have a nonzero number of contacts in TTRPG communities on social media, including at least a few journalists. (Such people are surely already aware of what's occurring here though, so I don't delude myself into being some sort of scoop-breaker, lol.) Also, thank you for the link, @Brinret!
UPDATE: Oof. My bank has just informed me that a chargeback can only be filed on a per-transaction basis, not a per-item basis if there were multiple items on the same transaction. (I did provide my bank with a copy of the invoice, showing that this item was one of three items I purchased on the same order, along with Planescape and Tal’Dorei—and I stressed to them that I am not unhappy with the other two.)
I’m told them that I’m desiring to chargeback $25.49, because that’s all I paid for this product—but because DDB and WotC won’t work with me, I’m being forced to charge back the entire transaction. That’s a chargeback of $94.97, all because DDB and WotC couldn’t be bothered to respond to queries in a timely manner.
!!!BIG UPDATE FROM SUPPORT FOLKS!!!
"Hello,
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation."
I will take one for the team and take the bait.
I responded for them to cancel the order and I will make another.
I know this is stupid because I just resolved a duplicate order, based on the FAQ advice, but it fails again I'll be in the same boat with 1 pending order.
Wish me luck!!!
EDIT: The fact that the existing order would take 3-5 days to process payment say to me they are doing it by hand or something.
Go ahead and try for the activation key even though the order shows as pending... mine just worked a minute ago after very little waiting. Good luck!
!!!THIS IS NOT A DRILL!!!
I AM IN!!! After support canceled my order I made a new one as instructed and I'm in. I got my code!!!
The charge went through too.
I can confirm that canceling old orders and making a new one does work. It also works on Beyond.
Please note* My order still appeared as "pending" but the key DID appear under the red "Unlock The Activation Key" button. This is under Details-Manage on your ORDER.
Good Luck!!!
This makes me wonder if Pre-order made before Early access was only one affected, as I made mine after Early Access went live and work with out issue.
I made my order after Early Access went live and I also had the same issue. I reached out to support and they said exactly what they said to Dustland. I'm currently waiting myself for a response for cancellation so I can just repreorder the digital+physical bundle to get instant access.
Their response:
Hello,
Thank you for your continued patience while we have investigated your concern! Our records show that your order has not yet charged, which is why the Digital Content has not yet unlocked.
We anticipate that billing for this order will be processed within the next 3-5 business days, if you prefer to wait for billing and do not require immediate access to your digital content, no further action is needed on your part.
If you would prefer not to wait, we can cancel your existing preorder to allow you to create another order that will be charged immediately. This will provide you with the code to unlock the Digital Content.
If you would like to proceed, please reply to this email and we will process the cancellation.
Have you tried the following fix:
Be patient
Not running to Linda Cociega or similar journalists
Not demanding to speak directly to Davyd
Now, for a more technical explanation:
Looks like the problem with a lot of the financial side of things regarding chargebacks is due to issues from the bank Hasbro uses, which was recently cyberattacked, if I've got the right one looked up. So MAYBE it isn't the fault of D&D Beyond tech staff.
I knew already that I didn't get early access:I'm just trying to help cool the collective jets of everyone here.
To be fair, the frustration here is pretty reasonable. There is a delay now with the The Deck of Many Things Set, and the people that spent 100 dollars in order to get that set, and early access, have gotten neither. 5+ days of waiting for access to something that was promised with an expensive purchase, without any official statement of an extremely common issue, is deeply frustrating. Being patient is important yes, but when it comes to spending a lot of money to have access to something early, and just not getting access to it, ontop of little communication besides this forum, really sucks. Even if it isn't the D&D Beyond tech staffs fault, which to be fair the mods have been helpful here in telling us where we should go directly for issues with the keys, an official statement just on the announcements page of this site and the DnDStore site would have been much appreciated.
This is kind of where I am right now. "No information" is one thing, and while frustrating could be understandable under the proper circumstances.
But what we're dealing with here isn't even a matter of "no information," really. Many people have actively received disinformation from official channels, which is far less forgivable and far tougher to write off as not being the fault of WotC or of DDB. (I do want to stress that I recognize the difference between DDB moderators and DDB staff - but since the staff aren't engaging we, as customers, really don't have access to anyone but the moderators. As a forum mod myself, I get that it sucks for them and I don't really want to make it personal - but we as consumers are reasonably entitled to accurate, timely responses, and if the staff are unwilling to engage then sadly the ire falls onto the mods. It sucks but it's part of the job - a part I personally know all too well.)
The funniest thing is, a huge portion of this situation could likely have been averted with better communication. For example, by waiting until October 31 to communicate the lack of support for so many features of this book, the staff really created a lot of bad blood that they didn't need to create. If the staff had communicated earlier - before a lot of people had paid (who might not have paid if they'd known of the lack of support) - a lot of the ire could've been avoided. And I do recognize that maybe the lack of ability to support wasn't known back in August - but it was surely known before launch day (October 31). Either way, if the staff are ever going to pull a bait-and-switch and announce after people have already paid that a product will lack reasonably-expected support, then they need to be prepared to field requests for refunds from people who wouldn't have purchased in the first place if the communication had been provided sooner. If they don't come out of the gate offering such refunds to those who want them - and not only that, but 4-5 days later still have not responded to those customers who straight-up asked how to get those refunds - then people are going to be angry. And specifically, they're going to be angry in a manner that could easily have been avoided with better communication of known issues - instead of withholding communication of these issues until launch day, providing a bunch of disinformation, and other than that being radio silent.
My dude...
A cyber attack on their bank just happened because of human error leading to a security hole being exploited.
It's likely not being talked about here because they aren't at liberty to discuss such a thing despite it being public knowledge for the usual asinine corporate reason.
Also, Hanlon's Razor, mega-corporate edition:Never attribute to regular employee malice what can be attributed to executive and management stupidity.
IMO, this wasn't a conspiracy worthy of contacting journalists or the BBB for(Assuming this is even in their wheelhouse).
It IS undeniably frustrating that management won't tell IT to take part of the financial quarter to put down the VTT development to fix sitewide bugs, but there's a time & place to get mad at these things.
So please calm down.
Now, as for how to fix the backgrounds and feat...same hotfix as Tasha's. It takes 5-15 minutes, tops, to execute.
Firstly, just in general I feel like if something happens because of human error, those affected by the error have a right to be upset about it and to vocalize that emotion. (Really, this is the whole crux of the matter, so I really ought to stop here because nothing else is even as relevant.)
That said, as for the second sentence...what the heck are you even talking about? Literally no one in this entire topic has complained about lack of comment about a cyberattack. You literally broached that whole topic yourself, and are now chastising others for being upset that nobody is talking about it? That's...literally not what's happening here.
The things that people are upset are not being addressed (or are being addressed with disinformation, at least sometimes) are:
The first bullet has no feasible connection to any cyber attack. The third and perhaps the second may have such a connection, but literally nobody has broached that topic here before you did so it's a bit weird to be trying to lecture people on "The reason it's not being talked about" when literally nobody was upset that it wasn't being talked about. That's literally not what anyone here said - ever, as far as I can tell.
Literally not once in the history of humanity has anyone ever who was upset about something suddenly stopped being upset just because a stranger on the internet told them to calm down. I figure you must be aware of this, and are being disingenuous.
Regarding this, firstly, you're once again being disingenuous. It's not just a couple backgrounds and a feat. It's also a ton of magic items, including the card effects. You know, cards that are the entire point and focus of the book? That's not a minor omission. It's way, Way, WAY more than "didn't work" from Tasha's. They are not equivalent situations, and to be frank it seems really scummy of you to imply they are.
And sure, even if I could spend 5-15 minutes each working around every one of them, my point - and I feel like most people here agree with me - is that I should not have to do that with regard to a product I've paid for! The entire point of buying the product here on DDB, rather than or in addition to buying it in any other format, is to avoid having to do that!
Hey Dustland,
Did they ever respond back when they cancelled your preorder? I got the same message as you before and responded back saying I wanted it cancelled, but haven't gotten a response back. So I don't know if it's safe yet to "re-buy" the preorder yet. Did it still say it was pending when you emailed them back saying you wanted it canceled?
I did get a message back on the support ticket saying it was canceled, and the order was also marked as cancelled on the store page.
Ah alright, I'm still waiting for a response back since it's been a day. Hope they respond and cancel it before I'm charged, that would be extra frustrating
In fairness, it’s the weekend now. Dustpans did it on a weekday. It’s possible they’ve all gone home and won’t be working again until tomorrow.
Plus side, no financial institution is going to charge you on a Sunday!
EDIT: I spot the autocorrect typo, but it’s too good to correct. Sorry, Dustland!
Read Email late Friday from customer support giving the option to cancel/reorder or wait. Replied back over the weekend to cancel. I reordered and now have access to the digital version on DnD beyond. Both order still say Pending, but Support probably hasn't gotten to my Cancel reply yet since I replied over the weekend.
If you're worried about them cancelling the wrong order potentially, just send them another message detailing that you ordered it again and would like *insert order number* to be cancelled. I also got a reply back on Friday and still haven't gotten a response myself, their support is supposed to be 24/7, so they are probably just really backed up with all the other tickets. Surprised how quick they were to respond back to Dustland though, only seemed to take a just an hour.