No Response from Customer Support - Maybe a Workaround?

So I tried to upgrade from an Annual Plus subscription to a Monthly Pro subscription. The account screen gives this error: I get why it does this. No method for handling the different account types, the remaining annual balance, results in a credit, etc. But after 24 hours waiting on support, I'm growing impatient. I gather from searching other posts that it is common to wait many days, even weeks, for help from Roll20, but I haven't needed support in my 5+ years as a subscriber, so it never bothered me. Anyway, that's not actually the question. Does anyone know if I cancel my account (reduce to the Free subscription) will I get a credit on my remaining annual subscription? Or does it simply mean I won't be charged again when the annual sub runs out?  I was thinking that if I could trick the system by canceling, then I could re-join with a monthly Pro subscription. Otherwise it seems my only options are to a) wait for Customer Support b) pay for an annual Pro subscription or c) wait for my current annual subscription to expire. I'm open to ideas. Thanks!

If you've emailed <a href="mailto:team@roll20.net" rel="nofollow">team@roll20.net</a> you have done the correct thing, and you should wait for them to get back to you. I've also reported your post to draw the attention of the forum "gods" to help you.&nbsp;

Thanks Andrew! I sincerely appreciate it.

I've also done what I can to call attention to this. You might get a response here, but the actual business will likely be conducted via email. Roll20 doesn't deal with account info in public forum,for privacy reasons. Please post again if you don't hear anything in a reasonable amount of time.

Thanks keithcurtis! Within a few minutes of your post last night, I got an email from Customer Support . They explained how the switch to a Pro account would be handled via a simple, exactly-what-I-expected process and included the phrase "if you're okay with that"... So I responded that I was indeed okay with the plan. And - nothing since then. I assume my response email just went back to the bottom of the pile. Hard to say anything nice about the way customer support is managed around here, but you guys in the Community are great.

Here's the email Customer Support sent right after @keithcurtis posted (above). Hey Mike, Apologies for the delayed response. If you would like to change your Plus Annual subscription to Pro Monthly, we'll need to convert the remaining value of your current subscription to subscription credit and then start up the new subscription. At the time of the request, the remaining value of the subscription was [$XX.XX]. If you're okay with that, we'll go ahead and change over the subscription. If you have any questions, please let us know. Regards, Roll20 Team I responded with an affirmative, "please proceed" email. And I've received nothing since then (2 days ago) and there's been no change to my account. The email leads me to believe that the change wasn't difficult to implement - so I assume I'm just back to being ignored. I was really hoping to install and test the scripts I've written prior to tomorrow night's game. Am I missing something here?

Mike said: I responded with an affirmative, "please proceed" email. And I've received nothing since then (2 days ago) and there's been no change to my account. The email leads me to believe that the change wasn't difficult to implement - so I assume I'm just back to being ignored. It's the weekend. Pretty sure customer support is only dealing with a small number cases and limited staff over weekends, so thinking about response time in terms of business days should be sensible. I'm sure they will get back to this on Monday. I was really hoping to install and test the scripts I've written prior to tomorrow night's game. Am I missing something here? That's unfortunate, but I'd think they'd get it done tomorrow, so hopefully you have at least a few hours before your next game to test out things. What API where you thinking of trying out/using, and with what character sheet? If you want, I could make a test game for you with the API you want to test installed, so you have some experience with them today, in case you won't get a chance to test things tomorrow.

@ᐰndreas J. I still haven't heard back from Support. At this point I'm thinking my only option is to create an all new Roll20 account and forfeit my remaining Plus annual balance. If I can get over the disappointment in lack of service here, that is. But, again, I'll reiterate that you guys on these forums are great and certainly not the focus of my frustration. For last night's game, my group decided to try out Fantasy Grounds - in protest I guess to the lack of help from Roll20 - it didn't go smoothly, but at least we got some experience with that platform. Thanks for the offer of help. I've tweaked a number of the popular scripts used on the 5e sheet - Turn Tracker, Token Name Number, Group Init, Group Check, etc. Mostly the basic stuff just slightly modified to my needs. But I'm no programmer, so I wanted to play with it before I subject my players to it, you know?&nbsp; And, I really think the built-in spell effect graphics will be a hit with my group. But, at this point I feel like I'm shouting at the wind. Again, thanks for the feedback.

Mike said: I still haven't heard back from Support. At this point I'm thinking my only option is to create an all new Roll20 account and forfeit my remaining Plus annual balance. If I can get over the disappointment in lack of service here, that is. But, again, I'll reiterate that you guys on these forums are great and certainly not the focus of my frustration. You got pretty fast responses on Friday(response in just over 24 hours), and not getting any updates over the weekend on something that wasn't game-breaking isn't surprising at all. Like any business, I'm pretty sure Roll20 have reduced customer support staff over the weekend, and those are going to focus on game-breaking and site-wide issues, and leave majority of general account/individual user interaction for weekdays. And what comes to responses today, Monday isn't even over, so it's an extreme reaction to consider making a new account for something that have gone through about 2 business days of activity. It's one thing if you'd go several days without any replies, but you where already contacted and got the ball rolling, so this isn't something that you need to wait long with. I PMed link to a test game.

Don't forget that if that was posted an hour ago and they are PST time they may have only been open for an hour, and who knows how many emails they have gotten in that time.

Mike said: So I tried to upgrade from an Annual Plus subscription to a Monthly Pro subscription. The account screen gives this error: I get why it does this. No method for handling the different account types, the remaining annual balance, results in a credit, etc. But after 24 hours waiting on support, I'm growing impatient. I gather from searching other posts that it is common to wait many days, even weeks, for help from Roll20, but I haven't needed support in my 5+ years as a subscriber, so it never bothered me. Anyway, that's not actually the question. Does anyone know if I cancel my account (reduce to the Free subscription) will I get a credit on my remaining annual subscription? Or does it simply mean I won't be charged again when the annual sub runs out?&nbsp; I was thinking that if I could trick the system by canceling, then I could re-join with a monthly Pro subscription. Otherwise it seems my only options are to a) wait for Customer Support b) pay for an annual Pro subscription or c) wait for my current annual subscription to expire. I'm open to ideas. Thanks! Hi Mike, Apologies for the delayed weekend response. We found your ticket and got you set up with your new subscription. We'll be closing this thread now.