Stolen Credit

Posting this here as I can't find any actual place for direct customer support, which is ridiculous. A few months ago a player of mine gave me credit to use for Roll20 pro, which I happily used. I used the 9.99 a month version. This month I noticed I was running out of credit, down to 5.66. Knowing it would not be enough for another month of the 9.99 version, I told the account to switch over to the 5 dollar a month version in anticipation of this so service wouldn't get interrupted.  Today, I go into my game to do some prep for my game tomorrow. Namely dynamic lighting. And what do I find? An ad loading screen and no more dynamic lighting. Irritated and confused I go into my account section to see what happened. Maybe the change didn't take hold and my subscription got cancelled and I need to re-select the 5 dollar version to use the rest of the credit I thought. But looking in the account section there was no credit to be seen. So I looked at the most recent invoice from just over a week ago and saw this. Item Cost Pro, Monthly Subscription $9.99 Total $9.99 Credit $-5.66 Total Due $4.33 Your card was not charged for this invoice. So 1. The change that I told the account to do didn't take hold and 2. You stole the rest of my credit as a result of this. Why on earth wasn't it set up to do what I initially thought when I noticed the error? I'd like my credit back, or the month that I was going to be using it for. 

Phil, please contact the devs at <a href="mailto:Team@roll20.net" rel="nofollow">Team@roll20.net</a>. All account issues are dealt through emails to protect any sensitive information.

Also if you go to the&nbsp; subscription page and scroll down to the FAQ you will find the email information located there also. Roll20 quoted How can I support Roll20? What does a subscription get me? If you'd like to support Roll20, you can do so by signing up for a Subscription , choosing one of the options available. Each subscription includes great perks which give you more direct access to the Dev Team, as well as some tools useful for "power users" who manage lots of games. If you have any questions about subscribing, don't hesitate to drop us a line to <a href="mailto:team@roll20.net" rel="nofollow">team@roll20.net</a> .

Pat S. said: Also if you go to the&nbsp; subscription page and scroll down to the FAQ you will find the email information located there also. Roll20 quoted How can I support Roll20? What does a subscription get me? If you'd like to support Roll20, you can do so by signing up for a Subscription , choosing one of the options available. Each subscription includes great perks which give you more direct access to the Dev Team, as well as some tools useful for "power users" who manage lots of games. If you have any questions about subscribing, don't hesitate to drop us a line to <a href="mailto:team@roll20.net" rel="nofollow">team@roll20.net</a> . My friend who had a billing problem recently got the email(Or a similar one? They gave me <a href="mailto:team+payment@roll20.net" rel="nofollow">team+payment@roll20.net</a> does that work as well or were they wrong)&nbsp;to me just after posting this. I hope they are as prompt at answering given dynamic lighting is very important for my session tomorrow. Though, if I may, you guys should put that in more places/make it more easily findable. Multiple google searches and the like gave me nothing.

The initial email should be to the team email then they will reply from the appropiate email account.

Still no reply to my emails. My game is in a few hours and I need to get prep such as dynamic lighting done. I need a fix to this situation.

As mentioned on the blog, the Roll20 Staff was on Limited Support over the Thanksgiving holiday. Your request has now been resolved, please check your email for our reply - as billing matters are confidential. All the best.