I signed up for the D&D insider and frankly, would like to cancel. I thought the tools promised would come out much faster and I'm overall very dissatisfied. I tried to look under my account area but could find no spot to cancel my subscription.
To cancel you need to go to the Wizards help area, log in, and locate the Cancel DDI Auto-Renew information (basically, you have to email them a request to stop auto-renew on your subscription, and they will reply to that within a day or two confirming the cancellation - at least, that's how it worked for me).
Your subscription should be honored until the end of its term. They will not issue a refund to the best of my knowledge.
I have tried it over the past few days, variety of machines and browsers. I was not sure if wizards is trying to prevent some people from canceling their auto renew...
http://www.wizards.com/customerservice
After doing that click the "Email us" tab up at the top.
Once you have the email pane open go to the topic area and select Role-Playing Games> D&D Insider> D&D Insider Account> Stop Auto Renew
After that, complete the form.
If you're still getting an error at that link, you can call in your request:
1-800-324-6496. (or internationally: (International Access Code) + 425-204-8069. Note: if you don't know your International Access Code, you would need to find out from your local information. 9am-6pm Pacific time Monday-Friday
If it is your first time on the customer support site you will need to create a new account there.
They have different accounts between Insider and the cusomer service area, and they never added code to link/replicate accounts for ease of use? Yikes.
They have different accounts between Insider and the cusomer service area, and they never added code to link/replicate accounts for ease of use? Yikes.
There are different accounts for the forums, Insider, and customer service. It is highly annoying.
There are different accounts for the forums, Insider, and customer service. It is highly annoying.
Well, I mentioned this to a former WizO who's a close friend of mine, and according to them there were once plans to impliment a single login for all the various portions of the wizards website. And according to them, those plans were subsequently abandoned.
Well, I mentioned this to a former WizO who's a close friend of mine, and according to them there were once plans to impliment a single login for all the various portions of the wizards website. And according to them, those plans were subsequently abandoned.
Yeah, I think I saw a comment to that effect on the fourms here too. So it is what it is; but it's still annoying.
Well, I mentioned this to a former WizO who's a close friend of mine, and according to them there were once plans to impliment a single login for all the various portions of the wizards website. And according to them, those plans were subsequently abandoned.
Part of the problem is merging user names, I went though it when geocities was taken over by yahoo.
Users can use different names and/or passwords to access individual logins.
At some locations they are forced to use second preferred login name and other times get to use the first. There again are the more paranoid (*looks behind back*) that prefer to use different emails for each account. The resulting data mismatch makes it rather impossible to match all uses logins to the proper account.
They have different accounts between Insider and the cusomer service area, and they never added code to link/replicate accounts for ease of use? Yikes.
That is just totally backwards then how it should be. If WOTC can't get a simple member info/ account system linked to all its services, how do the expect to run DDi good?
Wait they don't they just want us to give them the money for a half assed product now. It was suposted to have been ready at 4th ed launch. But this is WOTC we are talking about.
So that when someone got banned from the forums, they could still contact WotC CS if they objected to the banning.
That being said, I seem to remember a post a while back where it was indicated that the seperate systems were no longer seperate, and that if you had a login to the forums, you had a login to the CS site.
Let me do some poking and find out.
That being said, I seem to remember a post a while back where it was indicated that the seperate systems were no longer seperate, and that if you had a login to the forums, you had a login to the CS site.
Let me do some poking and find out.
I believe that is the case. I was able to send errors about the compendium without having to create a support account.
Ater doing that click the "Email us" tab up at the top. If it is your first time on the customer support site you will need to create a new account there.
ok, so if it works differently than described here, you need to do some more poking, bunny. if even CS can not properly say how they are to be contacted, this is a very serious issue indeed.
Yeah, I cant even contact the customer services without running round in circles and then still failing. This is shocking.
You do not need to run in circles.
If you have a forums name you have a help account (my bad earlier, I've grown accustomed to warning Magic Online users that they need to create help accounts).
Your forums login and Help login are exactly the same, but the accounts actually are separate entities. This allows you to access your help account even when something is wrong with your forums account.
My apologies for the confusion.
This is really shadey.
Was on wait trying to talk to Customer Service on the phone for 15 minutes, at which point the line disconnected.
This is really shadey.
A connection getting disconnected is not "shadey". I have had it happen to me fairly often when on the phone with Mastercard and VISA.
I assume they dont have the personnel to handle the call volume, so I'm wondering when they are going to get the online method back up and running. Would be swell to get this disabled. I tried the email link but I'm either going about it wrong or I dont know, i always end up back at the 'technical difficulties' page.
Here is a link that explains more on what you might have to do after you login to their help page.
I suppose the 15 minute wait (which has occurred twice now. I got disconnected at the 14:43 mark on hold according to my cell phone on the second call) just seems iffy, unless theres a long line of people calling to disconnect their DDI accounts.
I assume they dont have the personnel to handle the call volume, so I'm wondering when they are going to get the online method back up and running. Would be swell to get this disabled. I tried the email link but I'm either going about it wrong or I dont know, i always end up back at the 'technical difficulties' page.
WotC is closed for the holiday weeks, custserv is working however there is an indication of with a minimum staff. Also if I recall the announcement correctly most of the functioning custserv (if not all) would be webbased until normal operations resume. I know when you want to talk to somebody and connection gets dropped it clearly is frustrating.
I do also note that you indicate using a cellphone (At least a cell phone log) and it is possible that the cell phone system could have lost signal explaining the dropped connection.
B) i understand a light staff for the holidays, but the web methods should be working before they leave the offices.
C) i was on a cell phone for the second call where i had a call log, not for the first, which was also disconnected after roughly 15 minutes (i dont have an exact time for call one like i did call 2).
I'm sorry you are having troubles. I'm not sure when you were calling, but the phones were closed from Dec 23rd through Dec 25th. They are also always closed on weekends.
Phone support is available 9am-6pm Pacific time Monday-Friday.at 1-800-324-6496. (or internationally: (International Access Code) + 425-204-8069. Note: if you don't know your International Access Code, you would need to find out from your local information.
Here is a link to the KB article explaining a few things you can try if you are having issues with the "email us" tab.
http://wizards.custhelp.com/cgi-bin/wizards.cfg/php/enduser/std_adp.php?p_faqid=501
I hope these things help.
Here it is quoted below:
If you are encountering difficulties with the age verification system or if you are having trouble accessing the E-mail Us Tab for some other reason, be sure that your system meets the following minimum requirements:
*
Security Setting: Cookies Enabled
*
PC - Internet Explorer 5.0 - 6.0 or Netscape 4.78 - 7.0
*
Mac - Internet Explorer 5.1+ (OS 9) 5.2+ (OS X), or Netscape 7.0, or Safari 1.0 (OS X)
When changing security or Internet settings with your browser, be sure to restart your browser application and you may have to restart your entire computer system for the changes to take affect.
B) I've done all the stops posted by Matrisvis in this thread http://forums.gleemax.com/showthread.php?t=1130014
So I do not know what else is desired from us. Whoever made this form really did not do much testing to ensure wide spread compatibility. I've tried this on five browsers now(ie 7, ff3, chrome, safari, opera) on minimum security settings, 3 machines(xp sp 2, vista 32, vista 64), all on separate networks. This seems like a run around personally and poor CS.
If you do get charged for January, I'd demand that from CS that they refund it. If not, you can always call your credit card company and have them deny the charge.
We've emailed Faytte and Tezzer to help resolve their issues accessing the help site. Please check your emails and respond, and we will find a solution for you.
If WotC wasn't ready to handle cancellations of its auto-renewal then it shouldn't have offered them in first place. You're charging people money and essentially preventing them from doing anything about it.
. I said when subscriptions began that I would wait until auto-renew was no longer compulsory at sign-up before subscribing. Instead, I took a calculated risk for a few months, driven mostly by curiosity. Last month was the kicker though. I had to go through at least two people at customer service to have auto-renew canceled. Issues with my security question came up and fouled the process up. The thing is, this never came up during the first month, only during the last month. That's not consistent service.
I really want to be a part of Insider, I think there's some exciting stuff here. I should have the option of subscribing month-to-month without a month-to-month hassle however. I'm simply not prepared to commit for a year (not an option), maybe 3-months at most.
I'm gonna wait before subscribing again. If canceling auto-renew can be automated (no dealing with people or waiting on emails from customer service), than I'll reconsider in a heart-beat. Until then, it's simply not worth the inevitable hassle.
Adieu ;).
The horrible user experience is making me consider canceling altogether.
The horrible user experience is making me consider canceling altogether.
Good luck with that!
God help anyone (like the OP) who actually needs to contact Wizards about a problem...
Cheers!
Wollstonecraft
Hi,
I'm sorry you are having troubles. I'm not sure when you were calling, but the phones were closed from Dec 23rd through Dec 25th. They are also always closed on weekends.
Phone support is available 9am-6pm Pacific time Monday-Friday.at 1-800-324-6496. (or internationally: (International Access Code) + 425-204-8069. Note: if you don't know your International Access Code, you would need to find out from your local information.
Here is a link to the KB article explaining a few things you can try if you are having issues with the "email us" tab.
http://wizards.custhelp.com/cgi-bin/wizards.cfg/php/enduser/std_adp.php?p_faqid=501
I hope these things help.
Here it is quoted below:
If you are encountering difficulties with the age verification system or if you are having trouble accessing the E-mail Us Tab for some other reason, be sure that your system meets the following minimum requirements:
*
Security Setting: Cookies Enabled
*
PC - Internet Explorer 5.0 - 6.0 or Netscape 4.78 - 7.0
*
Mac - Internet Explorer 5.1+ (OS 9) 5.2+ (OS X), or Netscape 7.0, or Safari 1.0 (OS X)
When changing security or Internet settings with your browser, be sure to restart your browser application and you may have to restart your entire computer system for the changes to take affect.
Hi there,
I feel his frustration, I have tried all of the stuff on the web site link and non of it worked at all. as a matter of fact my order information under my profile is gone!!
I was smart enough to take a copy of my order information off the website so I have a copy. My other problem is that I have sent an email to customer service but it has gone unanswered.... 
Now when I try to send an email to customer service I get a website error.. 
My problem has been happening since around the 12th of December but my billing information was on the site at that time (now it is gone).
I do not want to cancel my subscription I just want it fixed, since I can get all of my stuff of the site if it gets fixed.
dragntyr
I too am having problems cancelling my auto renew subscription to DNDI.
I've tried cookie and temp file removal and even using different pc and I keep getting the "A technical error has occurred. Please close your browser and try again." message.
When I try the "EMAIL US" tab, I just get redirected to the "Update User Information" page.
I'm getting very frustrated, and as I live in the UK, I'm (currently) reluctant in ring the supplied telephone number and it appears that all other methods of communications are broken for me. Unless someone has a snailmail address for the wizards, just I can see that getting any results before my next billing date.
Any suggestions for what I can do to cancel my subscription?
Once the fix has been put into place for you, you will need access to your email to recieve your new password. We need to be certain that there are no problems recieving emails prior to your particular fix, otherwise you will lose your ability to post on these boards.
When the signup required auto renew and the provided cancellation process a few users did report shortly after that they succeeded in hours if not days to prevent being charged again. We do not know the percent rate of that system now, we just see the reports of the problems that have not been resolved away from use of the forums. The odds at this time of somebody posting words to effect "I canceled the auto renew with no problem" because if one was to cancel now odds are good they would no longer read or post to the DDI section.
In fairness to WotC (not sure why I want to be fair to them when they did not keep promise) at this time we see users that have had cancel problems. It is very possible that many currently have no problem at this time.
When the signup required auto renew and the provided cancellation process a few users did report shortly after that they succeeded in hours if not days to prevent being charged again. We do not know the percent rate of that system now, we just see the reports of the problems that have not been resolved away from use of the forums. The odds at this time of somebody posting words to effect "I canceled the auto renew with no problem" because if one was to cancel now odds are good they would no longer read or post to the DDI section.
This is true. I had no trouble canceling my subscription (or stopping autorenew, or whatever it technically was). Took a day, I guess (emailed one day, got confirmation the next). I also can access the help system on all of my browsers without any trouble, so I have no idea what gremlins are causing this.
It's cold comfort to those who cannot get it to work, but I had no trouble.
Also, there should be a "Cancel Subscription" button in the user account management system. I shouldn't have to go to the Help Desk and drill through menus to track down a form I need to email to cancel DDI. I'm sorry but this stinks of a deliberate attempt to thwart cancellation.
Can you think of any online game or service you've subscribed to that didn't have an easy to find Cancel button in the account management page?
Can you think of any online game or service you've subscribed to that didn't have an easy to find Cancel button in the account management page?
Xbox Live. At least, I wasn't able to find it last time I looked. IIRC, you have to call them to cancel.
However, the point remains - it should be instantaneous both directions; hell, they shouldn't have autorenew on the account to begin with.
Xbox Live. At least, I wasn't able to find it last time I looked. IIRC, you have to call them to cancel.
However, the point remains - it should be instantaneous both directions; hell, they shouldn't have autorenew on the account to begin with.
IT's a budgetary thing. Estimates of recurring revenue, etc.
IT's a budgetary thing. Estimates of recurring revenue, etc.
Yeah, yeah. Still not entirely acceptable.
IT's a budgetary thing. Estimates of recurring revenue, etc.
autorenew has very little to do with forming a budget . Yes indeed an estimate of revenues need to be made, how ever planing for income from people that failed to cancel is not a prudent way to estimate revenue, unhappy users will consume man hours and phone tolls (if resulting on the toll free number) that could quickly eat up the cash flow.
I put together budgets and if anything I estimate revenues a little lower then what I expect as a safety measure. To Budget for 10 or 20 monthly or quarterly auto renews (that is about the number of complaints I recall right now) would be inane. WotC main income still appears to be sale of books and game product, DDI if it is doing well might be 5 percent of income stream (and I suspect that is high) and to include as extra income of trapped people in DDI income makes no sense (also likely less then 1 percent of DDI sales in the first place) in preparation of a Budget. Any person putting a Budget together on over charging, clearly would also have to Budget for cust serv dealing with the complaint. An 8.00 complaint would likely cost WotC 10.00 or more between the wait time on hold, speaking to a person that makes at least minimum wage (I do believe WotC call center is in the US) to sort out. It is not just the phone calls, it is writing emails, reading the forums looking for issues that likely runs the cost up per complaint to more like 20.00 to 60.00 per issue.
Ignore the customer, they cant eat up you money.
Smart...
I'll send you back an email with the password id like..