D&D General D&D Player's Handbook PayPal Orders Suffer Processing Issues

According to forum comments on D&D Beyond, it appears that many customers who pre-ordered the 2024 Player's Handbook using PayPal are receiving emails which say that their payments failed to go through.

LaTia Jacquise, the D&D community manager, has asked those affected to file support tickets so that WotC can look into and rectify the issue.

The book's release is on September 17th. For those who pre-ordered the three core rulebooks, it appears that only the Player's Handbook is affected at this stage. Those who pre-ordered the digital and physical bundle were charged for--and received--their digital books previously; the physical portion of the order was charged separately, and it seems that this portion is the one that is failing.

Hey all! (Again, big font for visibility.)

I come with an update on these PHB pre-order cancellations. There were two potential reasons for these cancellations, and we are working to resolve the issues quickly.

The first reason was a tech issue that caused some orders to fail payment processing when shipping started which caused the order to automatically cancel. On September 11th, customers in this category were notified via email that we will attempt to re-process their order after 24 hours with the opportunity to opt-out by contacting customer service.

The second reason was due to payment failure of the original payment method used for the pre-order when shipping started which caused the order to automatically cancel. This payment failure could include things like insufficient funds or an expired card. In this case, customers will be notified today with instructions on how they can re-order the PHB book using an updated payment method.

We’re sorry for any inconvenience but wanted to keep everyone informed as we quickly work to resolve the pre-orders.

- LaTia Jacquise, D&D community manager​

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[dinom]

I had this issue, and they reran the order and it worked. I didn’t have to do anything to have this resolved.

 

[FrogReaver]

The D&D Beyond store front seems to be having a lot of problems with PayPal. For a short while, at the beginning of May, I was unable to utilize it to pay. Customer service solved the issue, but not for everyone. There's still many users who cannot use it. A few posters suggested a technical solution to be implemented by DDB, but I don't think that the situation changed.

The issue in the OP in new, but I wonder if it is somehow connected.

They are also having some trouble in fulfilling the pre-order perks and I think that customer service is currently swamped. Hopefully, in the future they will hire more people.

Of course, the narratives about WotC stealing from the customers are ridiculous.

Well…. Hiring a bunch of customer support people to coincide for a big launch just sets them up to be laid off about Christmas time in a year or 2

 

[popuman]

This appears to be a separate issue. I have pre-ordered the digital bundle and I also haven't received any of that suff. I've opened a support ticket, but communication is very slow. As I wrote upthread, I think CS is completely swamped at the moment.

I documented all of that in my original ticket with documentation. I was providing some context and issues are still unresolved.

 

[Nikosandros]

I documented all of that in my original ticket with documentation. I was providing some context and issues are still unresolved.

I wasn't "correcting" what you wrote, I was adding to the conversation and telling to all those who are reading the thread, that there is a further issue with the pre-orders.

 

[MockingBird]

Yeah i stopped buying books from Amazon for the reasons mentioned up thread.

 

[popuman]

So, the Paypal charge for the 2024 PHB just went through.

 

[Iosue]

Update: Opened a ticket on DND Beyond yesterday morning (Japan time). Yesterday evening I received an order confirmation from D&D Marketplace, with the same order number as before, but now with the outstanding amount for the physical book. This morning I received a notice from PayPal that I had authorized the transaction.

So it looks like things are back on track, at least for my order.

 

[orial]

Whoohoo another reason for the internet to bash WOTC....yeah!!
oh wait, meaby it's paypall.. bummer.

Why does ENWORLD keep facilitating the internet with this kind of food for the internet?

 

[Umbran]

Why does ENWORLD keep facilitating the internet with this kind of food for the internet?

Because Morrus taking on the editorial power that would prevent it would be kind of like giving the One Ring to Galadriel.

And Danny and I would make pretty comical Ringwriaths...

 

[Cordwainer Fish]

Because Morrus taking on the editorial power that would prevent it would be kind of like giving the One Ring to Galadriel.

And Danny and I would make pretty comical Ringwriaths...

Hm, set it to music and you could have something.