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Customer Support FAQ

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Revision as of 01:17, 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 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 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.


If you are having payment issues with your Roll20 account not related to the issues described below, please 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 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 email us from the email attached to your account.



Log in and see our 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 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 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 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.


Payment Issues

Please email us so we can help.

Becoming a Creator

Interested in joining our Marketplace? Please review our 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 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?

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