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Difference between revisions of "Customer Support FAQ"

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Welcome to the Customer Support FAQ wiki for Roll20.net - this FAQ contains the most common issues or questions reported by Roll20 users. If you are having trouble with any aspect of our site, check this wiki '''first''' before heading to the [https://app.roll20.net/forum/ forums].
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<big>'''''Attention:'''''
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''Roll20 is no longer maintaining this document on the community wiki. For the most up-to-date information please visit this page on our help center for assistance: {{hc|articles/360037771353-Roll20-Support-FAQ Roll20 Customer Support FAQ}}.''</big>
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== Account ==
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The Official Roll20 Customer Support FAQ have been moved to the [[Help Center]]: {{hc|articles/360037771353-Roll20-Support-FAQ Roll20 Customer Support FAQ}}.
=== Login Issues ===
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You may be using an incorrect email address. Search your other inboxes for a "Welcome to Roll20" email - one was sent to you when you created your account. If you are still unable to log in, [http://mailto:team+mentor@roll20.net email us] with any additional email address, your user name, or a link to your profile.
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=== Password Reset Failed ===
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==Related Pages==
Still waiting for your password reset email? Issues with our password reset usually occur because of either an addon that is interfering (such as Adblock), or because you may have "third party cookies" disabled. Follow the steps on our [[Solving Technical Issues]] wiki or check out this PDF on how to [http://ecampus.matc.edu/student_support/pdfs/accepting-third-party-cookies.pdf Enable Third-Party Cookies in Your Web Browser] then try our [https://app.roll20.net/account/lost_password Password Reset] again.
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* [[Community FAQ]] FAQ made by the Roll20 Community to cover things official FAQ might not cover.
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If the steps above do not work, please [http://mailto:team+mentor@roll20.net email us] from the email attached to your Roll20.net account.
 
 
=== Opps! I Deleted... ===
 
==== My Game ====
 
Please [http://mailto:team+mentor@roll20.net email us] from the email attached to your Roll20.net account with the name of the game you would like un-deleted.
 
 
==== A Page or Part of My Game ====
 
Please [http://mailto:team+mentor@roll20.net email us] from the email attached to your Roll20.net account with the name of the game and the date & time you hope to roll back to - rollback request are not guaranteed.
 
 
=== Delete Account ===
 
Delete your account yourself from the [https://app.roll20.net/account My Account] page when you are logged into Roll20.
 
 
=== Unsubscribe ===
 
Looking to unsubscribe from our mailing list? [http://roll20.us2.list-manage1.com/unsubscribe?u=851adce635852cfbbd9086f3e&id=85534a0ce7&e=994a8183d2&c=b0fb39eb36 Click here].
 
 
== Payment ==
 
If you are having payment issues with your Roll20 account not related to the issues described below, please [http://mailto:team+mentor@roll20.net email us] so we can help.
 
 
=== 402 Error ===
 
Declines can happen for a variety of reasons. When we submit a charge to our payment provider, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your spending habits, account balance, and card information like the expiration date and CVC. The best thing for you to do is follow up with your bank to see why the charges might have been declined.
 
 
=== Change Credit Card ===
 
Use [https://app.roll20.net/account/removecard this link] to update your credit card information.
 
 
=== Change to PayPal ===
 
At this time, we cannot change your payment method to PayPal on an active Roll20 subscription. If you are interested in switching your payment method to PayPal, please [http://mailto:team+mentor@roll20.net email us] from the email attached to your Roll20.net account.
 
 
== Subscription ==
 
=== Perks? ===
 
Log in and see our [https://app.roll20.net/account/supporter Supporter Page] to discover all of the advanced features available in a Plus or Pro account.
 
 
=== Pro Tokens ===
 
Are you a Pro user looking for your free tokens? Head to the [https://marketplace.roll20.net/browse/search/?keywords=exclusive Marketplace] to view all of the items available to you.
 
 
=== Storage Space ===
 
Worried about your loosing your art if your subscription expires? Good news, none of your images will be deleted! They will remain in your account, but you will not be able to upload anymore until you delete enough to go below your quota. You can check your quota from your [https://app.roll20.net/account My Account] page and learn how to remove items from our [[Art Library]] wiki.
 
 
=== Dynamic Lighting ===
 
In order to use [[Dynamic Lighting]], games must be created by a [https://app.roll20.net/account/supporter Roll20 Subscriber]. While this advanced feature can only be added to games by a Pro or Plus user - their players will all be able to use Dynamic Lighting in-game.
 
 
== Marketplace ==
 
=== Payment Issues ===
 
Please [http://mailto:team+mentor@roll20.net email us] so we can help.
 
 
=== Becoming a Creator ===
 
Interested in joining our Marketplace? Please review our [https://marketplace.roll20.net/home/becomecreator Becoming a Creator] page. It will provide you with all of the answers you seek, including technical specifications and other vital information. When you are ready to apply please [http://mailto:team+mentor@roll20.net email us], making sure to attach several individual .jpg or .png files for us to review. Please do not share links or attach .zip folders or files over 15mb.
 
 
== Comments, Concerns, Questions, or Suggestions? ==
 
=== Technical Issues ===
 
Please follow the steps in our [[Solving Technical Issues]] wiki. If you make it to the last step (the console log) and your issue still isn't solved, please create a thread with your console log in the [https://app.roll20.net/forum/category/18 Bug Reports Forum], so our developer team can continue to help.
 
 
=== Suggestions ===
 
Looking to improve Roll20?
 
 
=== How To Use Roll20 ===
 
=== Roll20's Application Programming Interface ===
 
=== Community-Created Character Sheets ===
 
=== Find a Group ===
 
 
== I'm New, Help! ==
 
=== Tutorial ===
 
=== LFG Tool ===
 
=== Into Wiki ===
 
=== New to Roll20 Thread ===
 
 
== Roll20 Tablet App ==
 
=== Compatibility ===
 
=== Bug Report ===
 
=== Table on Tablet ===
 
  
 
== Site Policy ==
 
== Site Policy ==
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* [[Marketplace Asset EULA]]
 
* [[Marketplace Asset EULA]]
 
* [[Security]]
 
* [[Security]]
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[[Category:Docs]]

Latest revision as of 15:41, 16 February 2021

Attention:

Roll20 is no longer maintaining this document on the community wiki. For the most up-to-date information please visit this page on our help center for assistance: Roll20-logo.png
 HelpCenter
.
The Official Roll20 Customer Support FAQ have been moved to the Help Center: Roll20-logo.png
 HelpCenter
.

[edit] Related Pages

  • Community FAQ FAQ made by the Roll20 Community to cover things official FAQ might not cover.


[edit] Site Policy