Help! Insider won't work and Wizards is useless...

[ppaladin123]

I am writing here because I thought some of you might have had this issue and know how to fix it. In November I purchased a 1 year subscription to D&D insider. Everything worked fine until one week ago. Problem:

1. When I attempt to access a Dragon or Dungeon article, download something, or access the compendium, the wizards site (naturally) asks me to log on.

2. I log on using the sign-in box in the upper right hand corner of the page.

3. I receive the "you are now logged on to d&d insider" message and green bar in the upper right hand sign-in box.

4. Never-the-less, the rest of the webpage does not seem to recognize that I am signed in. The red text under the article that states "log in or subscribe to d&d insider," remains even if I refresh the page. If I try to download an issue from the archive or open the compendium I receive an error box that says "you must have a valid d&d insider account to access this page."

5. This problem occurs in both firefox and i.e.

6. I have cookies enabled.

7. I have tried to clear my cookies (and all private data) and try again with both browsers. The problem remains.

8. I called wizards customer service and confirmed that I have an active one-year subscription. They tell me that I have to contact tech support via email for help. They sent me to wizards.custhelp.com

9. I have tried to email tech support on wizards.custhelp.com. In both i.e. and firefox, clicking on the "email us" tab leads to a sign in page. I sign in and then receive a pop-up window that says, "A technical error has occurred. Please close your browser and try again."

10. I have tried again...and again...and again.


Does anyone have any ideas? Everything was working fine until recently. I can't seem to figure out what is gong wrong.

Thanks!

 

[Scribble]

Here's a longshot, but maybe it will apply?

Ok on my computer I use that "autofill" thing, so I don't have to type out my entire username/search whatever...

Well usually even with stuff like this I start to type my username, and once it pops up I hit enter to go to the next section and enter my password.

Seemed the same for DDI, but for some reason even though it lets me enter my password, it doesn't read it if I hit enter to apply the autofill of my username.

It still showed a green logegd in sign, but I wasn't really logged in. Weird huh?

So do you use autofill?

Try typing in your username then if the autofill comes up, either ignore it and type out the rest or click it with your mouse. Then hit TAB to get to the password section and type in your password. Then click the log in button.

It's a long shot, but mayeb it will work?

 

[Aberzanzorax]

Have you tried on multiple computers and different networks?

I don't know much about this stuff, but you could probably figure out if it was an "account problem" or a "your own computer or network problem" by doing that.

 

[darjr]

Sometimes I have to log in twice. Right from the front screen. I'll log in, and then get the boxes for email and password and then I'll log in again.

I log in at the front D&D page every time I think I'm going to fetch something. I don't ever recall logging in after trying to fetch something and being asked to.

Not saying it's going to fix your issues just stating the odd behavior that might, unknowingly, be helping me.

 

[frankthedm]

Can I just say I love this thread's title?

 

[ppaladin123]

I have a guess what may have happened. I initially purchased a 3-month subscription to insider in October. Then in November I decided to upgrade it to a 1-year subscription. I received an email refunding me the difference. I thought that took care of it. Now I have a feeling that the 1-year subscription never kicked in...

I hope customer service can help me out.

 

[roguerouge]

Wait. Call them back and tell them that you can't even email them due to the issue above. Ask them to either give you a direct email or to start a ticket for you. If they refuse, ask for a manager. They also should have kept you on the line while you were trying to email the tech department, just to be sure you were satisfied and, not, you know, going to embarrass the company by posting their incompetence on a very popular forum where a lot of their customers are.

 

[wedgeski]

I have a guess what may have happened. I initially purchased a 3-month subscription to insider in October. Then in November I decided to upgrade it to a 1-year subscription. I received an email refunding me the difference. I thought that took care of it. Now I have a feeling that the 1-year subscription never kicked in...

I'm a little confused (it wouldn't be the first time). How did you qualify for a refund after upgrading your account?

 

[Aexalon]

I have a guess what may have happened. I initially purchased a 3-month subscription to insider in October. Then in November I decided to upgrade it to a 1-year subscription. I received an email refunding me the difference. I thought that took care of it. Now I have a feeling that the 1-year subscription never kicked in...

I hope customer service can help me out.

I have experienced exactly this (3-month in October, 1-year in December), and suddenly found myself unable to view Insider content. What I hadn't noticed is that early this month, they'd actually refunded the 1-month overlap, but what I did notice is that there's a bug in that refund process somewhere that (sometimes?) kills your Insider access. I contacted WotC help about this mondaymorning, and they had it fixed with apologies within 12 hours.

 

[ppaladin123]

I have experienced exactly this (3-month in October, 1-year in December), and suddenly found myself unable to view Insider content. What I hadn't noticed is that early this month, they'd actually refunded the 1-month overlap, but what I did notice is that there's a bug in that refund process somewhere that (sometimes?) kills your Insider access. I contacted WotC help about this mondaymorning, and they had it fixed with apologies within 12 hours.

Thank you! This was it exactly. When I called wizards I described this and they recognized it as a bug in their database. Customer support had it fixed within 5 minutes.