Subscription FAQ

Welcome to our Roll20 support documentation on Suscriptions. For FAQ's pertaining to subscriptions such as varying payment methods, a rundown of what features a subscription offers, and so on. Welcome to the table, and thank you for considering a subscription to Roll20!

 What does a subscription get me?

Each subscription tier comes with upgrades for you and your player's experience, such as vastly increased storage space, Dynamic Lighting, enhanced customization options, and more. Your support helps us keep the site running and drives the development of new features. That said, we firmly believe that purchasing a subscription should be totally optional, and we'll always keep the base elements you need to run a game on Roll20 free for all users.

Do all of the players in a game need to have a subscription in order to use paid features?

Not at all! Feature access for the whole game is based on the Game Creator’s current subscription. Basically, as long as the person who created the game has a subscription, any players and/or guest GMs will have access to those features. We want you to be able to share perks with your whole (virtual) table! You can read more about that on the Roll20 Help Center.

What methods can I use to pay for my subscription?

We accept credit and debit card transactions through Stripe. We also accept transactions through PayPal, which supports a variety of payment methods. These are PCI-compliant services which offer dedicated and secure transactions to help keep your data safe.

At this time, there is no way to change between payment methods (for example, from a credit card to PayPal) on an active subscription from your My Account page, so contact us through our web form for assistance.

What if I need to change my payment information on an active subscription?

If you paid by entering your credit or debit card information through Stripe, you can change that information directly from the Manage Card page. If you’re using PayPal, you can manage all of your payments through PayPal’s Pre-Approved Payments page.

What currencies do you accept? 

Roll20 only accepts the United States Dollar (USD) at this time. However, PayPal and/or your financial institution may be able to convert the currency at the time of transaction. We recommend reaching out to them for further details on how that might work.

I want to give someone else a subscription as a gift...

That’s awesome! We bet they’ll be excited about that sweet subscription loot. To gift subscription credit, you can simply visit their profile page directly and click the "Give Gift Subscription" button. Additionally, if you know their Roll20 email address, you can also visit the Gift Page and enter that address in the field titled “GM's Email Address”. Even if they already have an active subscription, your gift will go towards their upcoming payments until the credit runs out!

I have a credit on my account. What does that mean?

It means that you have received gifted money for use in purchasing a Roll20 subscription! (It also means you have a nice friend.) That credit balance will be used first before we ever charge your payment method on file. For example, if you have a $20 credit, it would fully pay for two months of a Pro Monthly subscription OR it would take $20 off the full price of a Pro Yearly subscription. If you already have an active subscription, we'll use the credit to pay for subsequent fees the next time your subscription renews. 

I already have an active subscription and I want to upgrade. How does that work?

In basic terms, your account will be upgraded immediately but you won’t be charged immediately. To give more detail: we will charge a prorated amount for your subscription upgrade on your regular billing date. That means if you upgrade 10 days before your regular billing date, you’ll only pay the new rate for those 10 days. So you won’t lose any money by upgrading part-way through your current subscription.

What happens to my games and/or account if I downgrade or cancel my subscription?

In general, all features related to the downgraded or canceled subscription will simply be “paused” and “hidden” until you re-subscribe. Once you renew your subscription, it will all come back, just as you left it. So if you have Dynamic Lighting lines drawn on your map, they’ll be waiting for you! Like a faithful dog outside of a pizza place. Waiting. Waiting...

For storage quota, though, we made a small exception in your favor. If this subscription change brings you below your storage capacity, you can continue to use all the assets that you’ve previously uploaded. You just won’t be able to upload anything new until you do some house-cleaning to get below the threshold again.

I want to reactivate my subscription. How do I do that?

Welcome back! Simply re-select whatever subscription option you want, proceed with payment as normal, and our system will handle the rest. Easy peasy, lemon squeezy. 

I ran into an error/made a mistake. Can you help?

Say no more! Okay, actually, please say a little more because we need some details to help you out. Contact us through our web form with a link to your Roll20 profile and information about the issue you’ve encountered. We’ll do our best to correct the situation and make sure it gets resolved as soon as possible.

Have any questions that aren’t addressed in this FAQ? Please contact us through our web form and we’ll do our best to help!

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