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Paid my subscription but account remains in free

  1. Community Forums
  2. Bug Reports & Technical Issues
  3. Paid my subscription but account remains in free
1729789983
Spektri
Pro
Permalink for 12109825 Quote
I contacted the support to ask about renewal and weird payments on my accounts subscription information page, the information Support gave me turned out to be exactly the opposite what ended up happening. I paid my sub this morning for pro yet my account remains in free-mode and im locked out from editing my games. Money left the account, invoice is marked as paid but im locked out from all the benefits and the support wont answer my tickets. I had to re-schedule my games (even though i tried to ask support specifically so this would not happen) and support is on radio silence, worst thing is I lost the money of-course. Is it time to look for another platform?
1729795258
Gauss
Forum Champion
Permalink for 12109894 Quote
Hi Spektri,  Your best bet is to contact Roll20 via the Help Center , they can get this straightened out.  If you have already done so please post the ticket number and I will see what I can do to escalate this. 
1729799196
Spektri
Pro
Permalink for 12109956 Quote
Gauss said: Hi Spektri,  Your best bet is to contact Roll20 via the Help Center , they can get this straightened out.  If you have already done so please post the ticket number and I will see what I can do to escalate this.  request #269889 is the latest ticket and the original ticket where I was adviced by bad information was 269543. This thing is really bothering me to be honest
1729802989
Drespar
Roll20 Team
Permalink for 12110058 Quote
Hi there! Sorry for the delay and trouble on this! It seems there were multiple tickets which was tripping up our system. Whenever possible, we recommend keeping to the original ticket as that keeps the conversation all together. This should be all set now. For those curious, there is a known issue where "past due payments" are being considered by our payment processor. This is a bug. Roll20 does not collect "past due" payments as any subscription past due is ended and thus nothing owed. We are continuing to work on resolving this with our payment service. For anyone else who encounters this type of issue or notices as "past due" payment as being owed, please contact our support team via roll20.net/help and we can help get that straightened up for you!
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