What do I do?! I want to use the tools they're offering, but their website seems unwilling to make them available to me...
I'm logged in to my account, and my credit card has been charged for the subscription - Why won't it let me use the D&DI tools?
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.
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...
It seems they're having technical issues during this weekend. I'm with you guys, too, got charged for my subscription but still can't access the content. I hope they fix it today.
Broken literally all weekend.
Steve
Steve
I just subscribed to D&D Insider today. When I try to access the D&DI only content, it still goes to the page telling me to subscribe to D&DI, even though I have already subscribed and am logged in to my account.
What do I do?! I want to use the tools they're offering, but their website seems unwilling to make them available to me...
I'm logged in to my account, and my credit card has been charged for the subscription - Why won't it let me use the D&DI tools?
This is not a short term issue, I'm having it now months later...
Calling customer support directly would cost me more than the subscription so I'd rather see them fix the issue.
My PayPal Account has been charged and the invoice shows that everything is ok up until the moment I try to access the content.
Paying for a product, even a subscription, and not having said product delivered to multiple customers... after the website REPEATEDLY advertises the subscription as "instant access" to the content... I'm ALSO waiting for response from customer service a full business day later.
We're so interested that we're literally throwing money at the screen, Wizards. Please don't leave us hanging.
Submited ticked to customer support 2 days aggo. Still no answer. I guess no DnD for me this week! Where is the advertised instant access?
It has been 2 days and I am still waiting for access to the tower of knowledge.
That blasted wizard said that after depositing the coins in the well I would be granted access to the inner sanctum and all the lore and wisdom of contries past would be at my fingertips.
Maybe I should have used a letter of credit instead dropping an IOU from Coinfriend.
I've already burnt two prayers to the gods, asking for their intervention in granting me access but to no avail and now I am out of options. I could always storm the gates with my frost crossbow but that would most probably result in my incarceration in a local cell but at least it would keep me, and my fellow travelers, amused for a while.
Either way, frustration is my mood of the day.
Kinda makes you wonder. If this wasn't WotC, I would be calling my credit card company and disputing the charge. May still end up doing just that.
Same problem as the rest of you. Subscribed 2 days ago. Just get re-directed to subscribe again. My account shows I purchased the subscribtion. Customer support has not responded to my support ticket.
You should be good since I can see your DDI icon now. Same with the OP. The rest of you though, I'm not sure what the hold up is.
Same problem as the rest of you. Subscribed 2 days ago. Just get re-directed to subscribe again. My account shows I purchased the subscribtion. Customer support has not responded to my support ticket.
You should be good since I can see your DDI icon now. Same with the OP. The rest of you though, I'm not sure what the hold up is.
I got mine to work by calling the customer service number. I tried their email, but after two days all I got was a request for security questions from them. Phone support had it working in about 45 minutes.
Submited ticked to customer support 2 days aggo. Still no answer either.
I also cannot access my content. I subscribed 3 days aggo, August 11, 2013 for a one-yar subscription. I received my confirmation e-mail, and I am showing an active account in "My Subscription History", but if I try to access any insider-only content, it just asks me to subscribe again.
Submited ticked to customer support 2 days aggo. Still no answer either.
Ok, at least I am not the only one. It's not impressive that this has been going on for multiple days.
Also did they give an estimation on how long it would take?
I just subscribed to D&D Insider today. When I try to access the D&DI only content, it still goes to the page telling me to subscribe to D&DI, even though I have already subscribed and am logged in to my account.
What do I do?! I want to use the tools they're offering, but their website seems unwilling to make them available to me...
I'm logged in to my account, and my credit card has been charged for the subscription - Why won't it let me use the D&DI tools?
I'm having the same issue and it's rather frustrating. I purchased my subscription 24 hours ago so my son, wife and I could all use it and I can't access anything! I'm going to call as soon as I get off work. Hopefully that speeds up the process..
I kinda ordered this so I could create a character by the time I play tomorrow and I have emailed them and tried calling but it says the number is not connected. Blows my mind at how unproffessional they are and how difficult it is to get through.
I'd emailed WotC tech support yesterday. I've only received an auto-reply thus far. But, today I called support. They directed me to call Digital River, who directed me back to WotC. When I called Wizards, they were going to escalate it, and see if they could grant interim access. I think the key to solving these issues is to call first, and get the ball rolling; don't wait, be proactive. The reps at WotC (not Digital River) seemed very helpful, and I'm confident that they'll get it done.
What number did you call?
When I tried it said the number wasn't connected.
And what country are you in because that might make a difference although i did use the area codes.
On the 24th, I was having trouble getting back onto my non-D&DI account (which I'm finally able to access). Despite numerous emails, no reply. I just finally figured it out.
Once I *did* figure it out, I subscribed for 3 months of D&DI.
Nothing on the 25th. I figured it would just take time. Maybe it was just the weekend. (I'm in the USA - calling within the USA.)
I was disappointed to learn that I still didn't have access today. I sent another email. I called 3 numbers: the 1-800 Customer Service number (nothing... no connection whatsoever); then the 405-direct number (it sounded like a dial-up connection); the Hasbro Wizards of the Coast (it rang... but no answer).
If there's a glitch in the system, please just inform us! I'm sure you're scrambling to fix the problem - but communicating that would help ease the frustration.
Argh.
I was directed to call Digital River. I told them that they would send me right back to W.com. Still sent to Digital River.
I called Digital River. They're closed for the day.
Really?!? REALLY?!?
Oh, well. Another day... another gp.
Does anyone know of a contact number for us in the UK?
I can see one for the States and Japan but nothing for us.
I also have the same problem where if I try to access 'My Account' it tells me I just cannot.
Spoke with Wiz.com last night... redirected to River.
Called river today. They said "All set to go." Confirmed with wiz.com... finally back home and can start building!
Hooray!
What is the number of Digital River or Wizard so I can get this sorted out.
Or is there any problems with there servers that I should know about that is causing the delay.
--- What does that mean? Skip ahead if you already know. ---
When a credit card payment is made, the processor (Digital River in this case) places a temporary authorization (or "hold") on the money. At this point, the money is deducted from your available credit, but no money has actually changed hands. The charge will probably appear as "pending" on your account. At a later time, the charge is "settled" - funds are withdrawn and the payment is complete.
For example, if you pay for gas (or "petrol" for our worldly neighbors) at the pump, you may see a $1 "pending" charge on your account. That's the temporary authorization. They do that to make sure the card is valid before the pump activates. At some later time, that $1 charge will turn into the actual amount you paid for gas/petrol and the account will be settled.
Depending on the payment processor and the merchant, it may take several days for a charge to settle. The process of settling is, as far as I know, initiated by the merchant itself though. In my example of the gas/petrol station, they may settle all of the charges at the end of the day in one big batch. I don't know why the charges aren't just immediately settled... maybe they have to pay a small fee for every transaction (and settling counts as a new transaction)?
--- Now you know... and knowing is half the battle. ---
In any event, my guess is that WotC is waiting for the charge to settle before they activate your subscription. At least, in my case, if I log into my credit card account, I can see the charge is still "pending" along with a couple other charges ranging from the day before I tried to subscribe up until today. If you find yourself reading this thread because you have the same issue, try checking to see if the charge is still pending for you, too. If it is, you may just have to wait a couple days.
Of course, if this is the problem, it begs the question: why isn't WotC/DRI settling the charges immediately? What are they waiting for? I've never seen a subscription based service wait days to settle and activate my service. That's poor design.
I've been having the same problem and the charges settled days ago but I still haven't recieved access.
I sent a quiry directly by e-mail and haven't recieved any response and it's just shy of 24 hours from the automatic reply to my customer support query telling me to expect a response in 24 hours. I hadn't been able to place the support query previously as the site wouldn't allow me to use the drop down box to tell them which product the query is regarding.
Even then, the e-mail is telling me that the query states "client type: Magic Online" and "Game Support Severity Level: Normal".
Might have something to do with: community.wizards.com/wizards/blog/2013/...
Either way, I haven't been able to get any contact, answer or even acknowledgement as yet and calling seems like a pointless, time consuming and financially expensive endeavour; I'd rather have the charges reversed and cancel the subscription.