Post/Author/DateTime	Post
#1 ottergame Dec 30, 2009 19:33:52	I'm wondering if I am alone on this, and I'm tired of trying to go through customer service to get anything fixed.  Twice now I've been charged yearly subscriptions, but it's not showing up on my account and the Wizards site is still trying to get me to buy another subscription.  I'm out $160 and all that I can get is a long distance phone number to call a billing department.
#2 famoth83 Dec 31, 2009 17:43:42	I haven't started negotiating with customer service yet, but I do have a similar problem. For a moment I thought it was issolated to just me due to technical difficulties I we had when order me and my brother's subscriptions last year, but if more than one person is having this problem... yeah, not providing services paid for isn't going to win them any good will. We'll have to see how the conversations go during bussiness hours tomarrow...
#3 Absinta Jan 04, 2010 20:20:11	I also have not got access to it, when the link at the end of order completion implies it should be immediate.  If it still doesn't work tomorrow I've got to try to get through to them---they really need some better web designers, I'm thinking.
#4 mudbunny Jan 06, 2010 14:46:16	Are any of your problems un-resolved?? Let me know and I will do some poking with a pointy stick.
#5 ottergame Jan 06, 2010 15:33:46	Got a refund for $71 that hit the bank today, going to trying to buy another yearly sub and see how it works out, hehe.
#6 famoth83 Jan 06, 2010 21:49:14	The email I sent to start the ball rolling has stalled. It's been two bussiness days, so I'll be using the phone numbers including in the autoresponce email tomarrow. But thank you for asking.
#7 ottergame Jan 06, 2010 21:53:19	On my end, everything is working now.  Refund went through, and resubbed for a year and I have D&DI access again.  Thanks!
#8 famoth83 Jan 11, 2010 11:04:08	One full bussiness week and still no progress. The email support run seemed to be working, but the question is now listed as 'solved' when it's no such thing. Calling the phone number led me down a branching tree of automated choices that eventually brought to people who two days later emailed me to say they could help me... and refered me back to the same phone number that brought me to them and the help site. So yeah. I've poked the email again, but I'm starting to reach hair pulling anxiety here. Whatever you can do would be appreciated. Please return to the help site and file an update to your help ticket (the one you found marked "solved"). Point out that the matter is not solved and include the information you have posted here. In the meantime I'll pass this information to the folks who handle these matters.
#9 ORC_Kovacs Jan 11, 2010 11:50:06	Famoth83 - I am sorry about the confusion on our end that caused you these troubles.  We agree that your experience was unacceptable, and while mistakes are bound to happen occasionally no matter how hard we try, we will work harder to ensure that you (and everyone else) don't run into this particular mistake while trying to correspond via email. Since your reply, it looks like we are on track to get you corrected.  I apologize for the frustration you've experienced.
#10 canadaman87 Jan 12, 2010 3:12:41	I'm having this issue of DDI not activating as well. I emailed customer support, hopefully this gets sorted out promptly. EDIT/ It seems to have worked itself out on its own.
#11 famoth83 Jan 12, 2010 19:36:10	The issue has been resolved. Thank you for all your assistance. Since I'm not going to reopen the ticket just to say thank you, a particular thanks goes to mudbunny, ORC_Kovacs, Shawn, Jason W, and Chuck.
#12 jock_tamson Jan 21, 2010 18:24:53	your experience was unacceptable And reading it when investigating why this just happened to me has left me in no mood to start a support adventure. Perhaps I will be lucky like canadaman. If not, my main objective will be ensuring the automated renewal is canceled. *very irritated*
#13 walkingshark Feb 05, 2010 20:30:52	I'm having the same problem, and getting no help from CS. I resubscribed to insider on a 3 month plan on tuesday, and still (friday) can't update the character builder on the website. I put in a help ticket on the website and the response was to first escalate my ticket and then some guy responded and wanted me to verify that the account I was asking for help on belonged to me. At the same time he marked the issue "resolved." I tried calling the 800 number and got a guy who didn't have a clue what was going on, and didn't even seem to know what D&D insider actually was (he called it a video game at one point). Eventually he gave up and just told me to call back at the same 1800 number, and said "this time listen to the prompts very carefully." So far, I've had two completely worthless encounters with CS, Wizards still has my money, and I still can't use the service.
#14 orc_kirin Feb 06, 2010 16:09:48	I'm having the same problem, and getting no help from CS. I resubscribed to insider on a 3 month plan on tuesday, and still (friday) can't update the character builder on the website. I put in a help ticket on the website and the response was to first escalate my ticket and then some guy responded and wanted me to verify that the account I was asking for help on belonged to me. At the same time he marked the issue "resolved." I tried calling the 800 number and got a guy who didn't have a clue what was going on, and didn't even seem to know what D&D insider actually was (he called it a video game at one point). Eventually he gave up and just told me to call back at the same 1800 number, and said "this time listen to the prompts very carefully." So far, I've had two completely worthless encounters with CS, Wizards still has my money, and I still can't use the service.   Sorry to hear you have had difficulty getting this resolved. The person who answered you email probably was trying to make sure you are indeed the person who owns the account you were asking about. Please return to the customer service site  an click on My Stuff. This will allow you to reopen the “solved” incident and reply to it. If you do not understand what you’re being asked, please ask for a clarification. In any case, you can file an update to your incident reminding Customer Service that your issue is not resolved.
#15 dmdavid876 Mar 30, 2010 15:32:05	I just paid for access to D&Di but I can't get anything but demos and it keeps hounding me to subscribe
#16 rust Apr 11, 2010 20:15:11	Same thing just happened to me. I've already received my email confirmation that I've been charged, but when I check on Subscription history under my account I'm told that I do not have one. *Update* Seems to have worked itself out, looks like it might be an issue with IE8 not keeping me logged in.
#17 drunkenxmaster May 26, 2010 1:43:00	I am having the same issue as above. I purchased the subscription, and I have not revieved any emails, nor am I able to access any DDI features on my account. It's been an hour since I purchased it, and I'd rather not have to go through customer service if I can help it.
#18 the-fiction Jun 29, 2010 9:08:32	I'm having the same problem, just purchased a new D&DI subscription and it keeps telling me to subscribe to access the content. I was under the impression that the subscription would be immediate? I'm going to try again after work in a few hours but is anyone else having this problem?
#19 _Mithreinmaethor_ Jun 29, 2010 16:56:55	Depending upon what time of day and what day you purchase the subscription it could be several hours to even a day or two before your account will give you access.
#20 rhaerion Jul 24, 2010 14:44:28	Hi all, I also have the same problem described above. I renewed my yearly subscription to DnDI a few weeks ago, and since the date of the end of the previous order, I can't acces any suscriber's content ; articles, compendium, etc... On top of that, I can't email customer services ; when I clic on "email us", they keep asking me to log in, and then page is on an endless blank loop. I also had the exact same problem last year, and I'm getting really wary of WotC's offer. Is there anyway to fix this ? I'm runing out of ideas... Thank you all for your help.
#21 grizzwald Aug 15, 2010 4:27:47	I just subscribed for the first time (about 10 minutes ago), and when i follow the links at the end of my payment, it is still asking me to subscribe and i do not have full access to any of the tools. Is there any trick to getting access? Is there an email i should be receiving or some other kind of activation process i have missed? Ps - I have definitely been billed already, so i'm not sure what to do next. Cheers.
#22 hollyshort Dec 25, 2010 11:16:02	I just subscribed for the first time (about 10 minutes ago), and when i follow the links at the end of my payment, it is still asking me to subscribe and i do not have full access to any of the tools. Is there any trick to getting access? Is there an email i should be receiving or some other kind of activation process i have missed? Ps - I have definitely been billed already, so i'm not sure what to do next. Cheers.  I am having the exact same problem, only it's been about half an hour for me.
#23 dualhammers Dec 25, 2010 13:15:09	I am having the same problem - subbed about 30 minutes ago and the site still says I do not have access.  I tried subscribing twice since I thought maybe the first time it did not actually go through and now I have been double charged.
#24 hollyshort Dec 25, 2010 18:50:25	EDIT: I tried it again about 9 hours later, now it works fine. Maybe it just took time to process?
#25 hereticalee Dec 31, 2010 1:38:02	Well, I'm adding myself to the same list of FUBARS.  Hopefully, things will correct themselves in a few hours. Honestly, the main reason I got it is to share characters with some players and look at the compendium before buying additional books.  Meh... UPDATE: Alright, so after 8 hours, my subscription is up and running.  Realistically, it looks like the company just needs to state 'Your order will be processed within X time' rather than linking you immediately back to the Insider material like you should be able to log on.
#26 mayfair Jan 16, 2011 8:46:45	hi guys, I might not be exactly right here, but my problem is getting out of subscription and thought you guys must have had some contact with customer service???. I want my account deleted! I have no patience anymore, for all this rubbish. Following the steps through in order to get some contact with customer service it somewhere along the way says "Right now redirecting" in an endless sloop.  Anybody an idea how I get my account deleted or even contact with the customer service via mail??? Thanks for considering...
#27 scottman Jan 24, 2011 1:16:54	I am having this problem as well. I just subscribed to DDI, and do not have access to the tools. I agree that a message would be helpful, such as "It may take up to X hours to activate your subscription." Might I also recommend not to charge the customer's credit card until the subscription becomes fully active? Thanks!
#28 kharthorne Jan 24, 2011 20:58:51	I'm havong this problem too. I'll try again later, but this seems pretty fly by night!
#29 _Mithreinmaethor_ Jan 24, 2011 21:10:49	I'm havong this problem too. I'll try again later, but this seems pretty fly by night! I am looking at your account and you have your designator.  What cant you get access to?
#30 nightwise Jan 26, 2011 15:27:53	Add one more to this list, I subscribed half an hour ago and have no access to the tools, even though its shows me logged in at the top of the screen, I shall wait a while and see what happens but this is not good customer service in the slightest. Not Happy
#31 _Mithreinmaethor_ Jan 26, 2011 17:04:04	Add one more to this list, I subscribed half an hour ago and have no access to the tools, even though its shows me logged in at the top of the screen, I shall wait a while and see what happens but this is not good customer service in the slightest. Not Happy  It can take 2 to 24 hrs to get the account designator and access to the DDi stuff.  Patience
#32 ninjujitsu Mar 08, 2011 0:15:05	Why should we be patient?  We're paying for a full month, not a full month minus a day.
#33 pavati Mar 16, 2011 19:25:37	Yeah, I'm having dramas getting access to the magazine content. Subscribed on Friday or Saturday... One of those two. Help would be greatly appreciated.
#34 mhuggies May 21, 2011 22:09:39	Geez I wish I had read this about an hour ago. I subscribed and was under the impression I would get immediate access to the tools. Gaming group is planning on using these tools for our game in a few hours and now I sit scratching my head wondering why I was already charged for a service I can't access immediately. Very strange way of doing business.
#35 nater May 22, 2011 0:12:15	Same issue.  A disclaimer would be nice.  Big, emblazoned disclaimer saying that it will take 2-24 hrs for you subscription to give access and if they are having tech difficulties, maybe they should shut down the subscribe button.  This is a very bad first impression for me.  Ive already stopped my renew. "Join Today.  Become a D&D Insider and start creating characters today!"  This is why I subscribed.
#36 mhuggies May 22, 2011 7:04:57	Agree with Nater if this is the way Insider is I am glad I only subscribed for a month and I will not be renewing. Still no access for me.
#37 hets May 22, 2011 11:47:00	Same problem that you guys are having. Thought it'd be immediate access but apparently I'll have to wait a couple of days. I hope that, in the very least, they change the starting billing date to when we actually have access to the DDI features and not when we actually paid for it. I was also counting on using DDI for a game I have tonight and I thought that 16 hours would be enough.
#38 markupboy May 22, 2011 14:45:53	Same exact problem here.  I joined yesterday evening hoping to use DDI for a game this afternoon but no luck yet.  I can verify that my card was charged but I still can't access any of the DDI materials.  Does anyone know how to get this resolved?
#39 mhuggies May 22, 2011 15:59:56	I spoke with customer service today and according to the lady I spoke with they are aware of the issue and supposedly are trying to resolve it. According to her it is an issue they have had just this weekend. She also told me that your subscription does not begin until you actually access the content. Anyways not sure what customer service has told anyone else so far but thats what they are telling me. Doesn't help get me any closer to access but at least they finally answered the phone. Oh yeah, she also stated access is 12 to 24 hours so check again then.
#40 mhuggies May 22, 2011 17:35:28	Alright latest update I called back to customer service and spoke with someone about the issue once more and was told it could be as long as 48 hours before new subscribers will have access. This is my first time to subscribe to the service and I must say I am totally dissapointed. Thus far I have paid for a month of service simply to have no access to the services. At least it makes my decision on whether to purchase any further subscriptions for this service a simple one. This plane never even got off the ground and thats a shame.
#41 dekana May 22, 2011 19:12:16	Same problem here. I signed up about 26 hours ago, but I still don't have access to DDI. I guess I'll wait until tomorrow before I call customer service, based on what mhuggies is saying.
#42 dekana May 24, 2011 17:44:22	Update: I called customer service a few minutes ago. They were able to enable DDI while I was on the phone.
#43 guest1497163119 Jun 02, 2011 11:48:38	This is completely unacceptable. I can swallow paying a monthly fee for something that should in all honest be a one time payment,  but not giving access right away to a purely web based program is terrible. There was never any warning or note saying that you will need to wait X hours or Y days before your account is up, even though they have already taken your money, and your account shows that you subscription has gone through. No one should be required to go through customer service just so they can recieve something they paid for in the first place. No wonder there is 5 pages worth of complaints over ONE YEAR, and they STILL have not fixed anything, nor put any effort into letting people know that they need to wait. Very poor expierence. And honestly, I'm usually pretty happy with Wizards, but this has definably left a bad taste.
#44 mistertpk Jun 12, 2011 20:27:32	So what is the activation period?
#45 Artifact Jun 12, 2011 23:52:31	This is strange.  I've been having the opposite problem that others have been having.   According to my subscription history, my current sub expired on 04-07-2011 (page lists status as 'canceled').  I'm writing this on 06-13-2011 and I just downloaded 'They Creep', a D&D Insider article.   In the past, I know there was an issue with 'undead' accounts (as they put it).  In other words, somebody had to actually throw a switch or something.  Myself (and others) continued to access DDI well after the account should have been closed.  Is this something similar? It's not that I don't appreciate the occassional freebie ;) but could someone please take care of business and close my account?  I'm not interested in paying for DDI (anymore) but neither do I want to *steal* it.  Thanks. Edit:  Customer service links are taking me to some sort of FAQ page.  Contact info would be nice, at least. Edit 2:  I sent a query; maybe I'll get a response.
#46 Chigaru Jun 13, 2011 1:27:21	I just signed back up a few hours ago (got the email at 9:15) and still can't access DnDI material. I suppose I should just be patient and wait until tomorrow to call CS, but...damn I want to see some of the DDI stuff I've missed in the past couple of months. Used help to Ask a Question. That was also about 4 hours ago. Still they said to wait up to 24 hours, so I guess that's just me being impatient. Still, hope saying something here will help.