This article is meant to help fast track common requests that require direct assistance from our Customer support Team.
I deleted or cannot locate my account.
Finding an account can be tricky. For us to assist quickly, we ask that you provide any possible email address or user names you may have used. If you have a link to your profile or a game you used to be part of it can also help us restoring access to the account.
Lost Account HelpHow do I retrieve a deleted map/character/journal entry from my game?
The only way to recover a lost portion of an existing game is through a Rollback. The system stores save points for a total of 7 days. Pro users have this feature available on the game's details page under the settings tab.
If you believe the data was lost due to an issue on Roll20 you can contact us directly for assistance.
Rollbacks are time-sensitive due to the 7 day time frame. Any missing information may cause delays to your request, and therefore may lose the opportunity to use the rollback function. Please include the following information in your description.
- A link to the campaign
- The date & time your game was last stable
- The name or additional information of any lost assets (character name, map name, etc.)
Note: A Rollback may not be able to recover the lost information, in which case that data is permanently lost. It's highly recommended that you create a copy of the game for backup purposes before conducting the rollback.
I'm having a different issue.
If you are encountering an account related issue outside of what is listed above, please contact us via our webform and we will help as quickly as possible!