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Difference between revisions of "Customer Support FAQ"

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<big>'''''Attention:'''''
 
<big>'''''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: [https://roll20.zendesk.com/hc/en-us/articles/360037771353-Roll20-Support-FAQ Here].''</big>
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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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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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The Official Roll20 Customer Support FAQ have been moved to the [[Help Center]]: {{hc|articles/360037771353-Roll20-Support-FAQ Roll20 Customer Support FAQ}}.
  
== Account ==
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==Related Pages==
=== Login Issues ===
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* [[Community FAQ]] FAQ made by the Roll20 Community to cover things official FAQ might not cover.
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, [mailto:team@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 ===
 
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 [http://ecampus.matc.edu/student_support/pdfs/accepting-third-party-cookies.pdf this PDF] on how to enable "third-party cookies" in your web browser, then try our [https://app.roll20.net/account/lost_password password reset link] again. 
 
 
Please note that many smartphone browsers are not compatible with the password reset page, and so you will need to use a desktop web browser.
 
 
If the steps above do not work, please [mailto:team@roll20.net email us] from the email attached to your Roll20.net account.
 
 
=== Oops! I Deleted... ===
 
==== My Game ====
 
Please [mailto:team@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 ====
 
The only way to recover a portion of an existing Game is through a Rollback.  Rollbacks are a Pro Subscriber feature only, so please be careful when deleting things from your game!
 
If you experienced a loss of data caused by an error or other issue on Roll20, please [mailto:team@roll20.net email us] from the email attached to your Roll20.net account with the name of the game, the date & time your game was last stable, and any details you can provide regarding the loss of data.
 
 
=== Delete Account ===
 
Delete your account yourself from the [https://app.roll20.net/account My Account] page when you are logged into Roll20.
 
 
=== Mailing List 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 [mailto:team@roll20.net email us] from the email attached to your Roll20.net account 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 automatically change your payment method to PayPal on an active Roll20 subscription. If you are interested in switching your payment method to PayPal, please [mailto:team@roll20.net email us] from the email attached to your Roll20.net account so we can provide manual assistance.
 
 
== Subscriptions ==
 
=== 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.
 
 
=== Subscription FAQ ===
 
Visit our [[Subscription FAQ]] for specific subscriptions questions or [mailto:team@roll20.net email us] from the email attached to your Roll20.net account for additional assistance.
 
 
== Marketplace ==
 
=== Payment Issues ===
 
Please [mailto:team@roll20.net email us] from the email attached to your Roll20.net account so we can help.
 
 
=== Marketplace Asset Refund Policy ===
 
You may request a refund for any Roll20 Marketplace purchase by [mailto:team@roll20.net emailing us] for any reason within 15 days of purchase.
 
 
Please note, refunding any game module or add-on will remove your games which have this content installed. Refund requests for products which have enabled downloads of their content will be subject to the '''Download Restricted Refunds''' policy.
 
 
=== Download Restricted Refunds ===
 
Creators have the option to allow for downloads of their Marketplace assets. All downloadable content will be subject to '''Download Restricted Refunds'''.
 
 
When choosing to download content (images, PDFs, etc) from the Roll20 Marketplace, you waive your right to a refund unless you can show that the content is either broken or does not match the expectations of the product description.
 
 
=== 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 [mailto:team@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]] or [[Video and Voice Chat Troubleshooting]] wikis. 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 ===
 
Do you have a suggestion on how to improve Roll20? Visit our [https://app.roll20.net/forum/category/385189 Suggestion forum] & submit your idea to our community. This forum uses a [[Forum Voting|Voting system]] to display the most popular suggestions.
 
 
=== How To Use Roll20 ===
 
Confused? Need help with something specific? Try the [https://app.roll20.net/forum/category/19 Specific Use forum]! Search through old threads or start a new one to get tips & tricks on how to use Roll20 from the community.
 
 
=== Roll20's Application Programming Interface ===
 
Put your computer savvy skills to the test! Pro users can explore Roll20's Application Programming Interface or API. Get started with our [[API:Introduction|API]] wiki or head to the [https://app.roll20.net/forum/category/46806 API forum] for help.
 
 
=== Community-Created Character Sheets ===
 
Due to the amount of different systems, Character Sheets are generally not created by Roll20. Various members of the community have done the programming and the code for their Sheets lives on our [https://github.com/Roll20/roll20-character-sheets GitHub] repository. Anyone from the Roll20 Community who is comfortable with HTML/CSS is welcome to submit a sheet for approval if their game system is not already represented. If you need help during the building process, check out our [[Character Sheet]] wiki or head to the [https://app.roll20.net/forum/category/277980 Character Sheet forum].
 
 
=== Find a Group ===
 
Visit the [https://app.roll20.net/forum/category/22 Looking for Group forum] and create a thread to recruit new players or join a party.
 
 
== I'm New, Help! ==
 
Welcome to Roll20, we hope you enjoy your stay here!
 
 
If you are completely new to tabletop gaming, take a look at our [[Introduction To Tabletop RPGs]] wiki or jump into our [https://app.roll20.net/forum/post/1693101/new-to-roll20-or-rpgs-need-guidance-click-here-read-the-op-first New to Roll20 thread] on the forums to ask a question.
 
 
=== Tutorial ===
 
Ready to jump into the Virtual Tabletop? Start with our [https://app.roll20.net/editor/tutorial/ Tutorial] - it will take you through the basic tools & features available on Roll20.
 
 
=== LFG Tool ===
 
Use the Roll20 [[Looking for Group]] tool as a player to search for games to join or use it to list your upcoming games if you are a GM in need of a party. You can also use the [[Player Directory]] to search for individual players looking for games, find others to form a party, or list yourself as a player looking for a home.
 
 
== Roll20 Tablet App ==
 
[[Roll20 for iPad and Android]] tablets is free-to-use mobile application focused on player-specific portions of Roll20 - that includes: digital dice, character sheets, handouts, and rules ([https://app.roll20.net/compendium/ Compendium]).
 
 
=== Compatibility ===
 
Android 4.4 or higher or iOS 6.0 for Apple products on a 7" or larger tablets - at this time, our app is not compatible with smart phones.
 
 
=== Bug Reports ===
 
Having issues with [[Roll20 for iPad and Android|Roll20 for iPad or Android]] on a tablet? Submit your bug report to the [https://app.roll20.net/forum/category/525715 Roll20 for iPad and Android forum].
 
 
=== Table on Tablet ===
 
Roll20 Subscribers can access the full features of Roll20 via an Apple or Android tablet. If you are a Subscriber and need support, please see our [[Roll20 Table on Tablet Support]] wiki for help.
 
  
 
== Site Policy ==
 
== Site Policy ==
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* [[Security]]
 
* [[Security]]
  
[[Category:Docs|Troubleshooting]]
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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