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Customer Support FAQ

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Revision as of 00:31, 19 January 2016 by Stephanie P. (Talk | contribs)

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Welcome to the Customer Support FAQ wiki for - this FAQ contains the most common issues reported by Roll20 users. If you are having trouble with any aspect of our site, check this wiki first before heading to the forums.



Login Issues

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, email us with any additional email address, your user name, or a link to your profile.

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 this PDF on how to Enable Third-Party Cookies in Your Web Browser then try our Password Reset again.

If the steps above do not work, please email us from the email attached to your account.

Opps! I Deleted...

My Game

Please email us from the email attached to your account with the name of the game you would like un-deleted.

A Page or Part of My Game

Please email us from the email attached to your 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 My Account page when you are logged into Roll20.


Looking to unsubscribe from our mailing list? Click here.


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.


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