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Transphobia has no place on these forums and anyone who actively spreads hate speech should be permanently BANNED (not suspended) from these forums and from org play. Am I the only person who thinks that someone who puts up AN ACTUAL HATE LIST should not be invited to do business here?!

I actually can't believe this even has to be said; and I cannot highlight enough how harmful it is that someone who literally manages the community is using the forums as a space to learn and grow.


5 people marked this as a favorite.

Noting that as a general guideline, folks on the forum get three strikes before getting the ban hammer dropped on them. Also noting that this does not and should not ever apply to transphobic rhetoric. Thought I’d mention it since it seemed like it clearly needed to be mentioned despite being a pretty obvious concept.


34 people marked this as a favorite.

I’ll echo Diego’s words and say that we received 0 training on forum moderation outside of generic practices. I know that many of us really, seriously suffered with regard to our mental health from the time we spent on here. And I spent relatively little time moderating. I honestly believe that moderators who aren’t provided with professional training are being put in a dangerous work environment. This needs to change ASAP.

Also want to add: There have been MANY times where Diego jumped in after hours or on weekends to moderate the forums. The hourly, underpaid senior team member did this with little complaint because otherwise the whole team would come in after a holiday or after a weekend to just an actual forum trash fire. I think I can say pretty comfortably that we all cared a lot for this community in our own ways. The love and effort we put in to moderating forums and helping our customers is not something anyone on our team ever asked for a pat on the back for (well, we may have asked for higher pay in our heads :X), and I know Diego and Sara and our other primary mod sure as hell did a great job protecting the team from many, many spiraling threads.

When the forums are an actual trash fire, please keep in mind that CS actually cares about this community A LOT. And it really sucks for people to come at them when they’re doing their best to get through a traumatic time themselves, and with a new manager who IMHO is not nearly as experienced as the previous one in honest and empathetic community management. The loss of Sara Marie left a GIANT hole in the forums I think very few people could fill, and the one who I think was most qualified (hi Diego!) is also no longer with Paizo. I hope Paizo is bringing in a community manager who is trained/has the experience to deal with this all.


4 people marked this as a favorite.

This is so incredibly disappointing, but not surprising. It’s pretty clear now that Nepotism is a big part of Paizo exec culture.


24 people marked this as a favorite.
Vardoc Bloodstone wrote:


But the idea that some sort of misogynistic, racist, homophobic, anti-trans upper management decided to move forward with a product like the Mwangi Expanse, or somehow got duped into it by their subordinates, is simply beyond me. So while I agree the allegations are serious, and I make no judgments about the character of the person or persons making them, I just can’t find them credible.

I would encourage everyone to put away the pitchforks and not rush to judgment.

You see what you see because the underpaid staff work their tails off to make it so. Do not credit that to upper management members who don’t even touch the books during the creative process.


51 people marked this as a favorite.

Actions speak louder than words. I’d like to know what actions you and Tonya have taken personally to empower staff and promote diversity, equity, and inclusion at Paizo.


27 people marked this as a favorite.

Crushing news. Two of the best people I have EVER worked with. Sara has done such an incredible job making Paizo a fun, welcoming, warm place to work. She was always in our corner and took the time to advocate for us even when she was dealing with her own things. It’s so very rare to come across a manager who just “gets it”, cares for their team so deeply, has such a wealth of knowledge to share, and is just a genuinely kind person. There is no one at Paizo who can even come close to how incredible Sara has been for CS. She saw us as human beings who loved, struggled, celebrated, yearned for more, had dreams and aspirations, and everything else that made us human. To her, we were never a disposable work force, and it showed especially when any of us struggled with mental health during the pandemic. Each of us was special, bright, HER team that she was always looking out for. No higher praise could I give to a manager. Goodbye Sara Marie. I know you’ll do great out there.


12 people marked this as a favorite.

Hi friends! I did indeed leave Paizo in November, and C also left Paizo Customer Service team recently. I don’t know if my two cents will be appreciated by the team or if it will cause trouble, but I thought I’d post them here and this comment can be removed if needed.

The team is really involved in hiring and training, and Diego and Sam are the only two experienced CSRs at the moment out of 7 on the team, during one of the busiest times of the year, with a massive backlog. While there were three new folks who joined the team a couple of months back, in my experience it takes a solid 4-6 months before CSRs are trained and mostly independent in our software (and even then, I was always learning something new about our system a year in). So not only has the team been filing positions, they’ve also been training new folks on Paizo’s quirky, proprietary software.

I promise the team is thinking about you folks but, I’m not going to lie, the CSRs are constantly fighting fires and things slip between the cracks. I know I’ve been guilty of skipping updates while working on subscription issues despite trying my best to keep you folks updated. I’m sure the team will be here soon with an update but, in the interim pls send them love and be patient. You know they’ll hear you out and take care of you when they’re able to.

Customer Service Representative

Hi Row,

I do see the PDF for the Core rulebook in your downloads. If you use the ctrl+F or cmd+F function on your keyboard to search for "core rulebook" you should be able to see the core rulebook downloads in their own section.

The Bestiary 2 was released at the same time as the core rulebook. It looks like our system didn't automatically generate that for you so I'd be happy to set up an order for the Bestiary for you through your subscription so you can access the PDF as well. Let me know if you'd like for me to set up an order for you and I can have it ship out with your December subscription shipment!

Thanks for your patience, and let me know if you have any other questions!

Customer Service Representative

Hi Sidieus,

I have cancelled your subscription and you should see a confirmation email shortly. Thanks for your patience!

Customer Service Representative

Hi Marco,

I just tested your file and was able to download it on my end, so let's work together to see what might be causing that discrepancy. Can you provide a bit more detail as to which browser you're using and what happens when you attempt to download or click on the "Problems downloading this file?" link? For example, does the page refresh, or does nothing happen?

Customer Service Representative

Hi KregerBjorn,

I have finalized your sidecart and combined it with your pending subscription order. Thanks for your patience!

Customer Service Representative

Hi bruuuuuu,

I have gone ahead and reinstated those PDFs for you, and you should be able to access them now in your digital content. Thank you for your patience!

Customer Service Representative

Hi OOFGOOF,

Your card is being declined by our credit card processing system due to an AVS failure. This means that the billing address you provided with your payment does not match the billing address your bank has on file. Before trying again, please double check that the address provided matches what your bank has on record. You should see the pending charges clear off of your account by tomorrow if they haven't already. Thanks for your patience, and let me know if you have any questions!

Customer Service Representative

Hi Christopher,

I'm so sorry your sidecart hasn't shipped out yet. I have set up an order for you that should ship out tomorrow, and you should see a confirmation email shortly.

Thanks for your patience, and let me know if you have any questions!

Customer Service Representative

Hi Lorimer_Elf,

It looks like just the chest miniatures were not in stock and not expected to arrive soon. I have cancelled those from your order and your order should ship out tomorrow! Thanks so much for your patience!

Customer Service Representative

Hi Slamy,

I'm so sorry your complimentary subscriptions were skipped! I have generated those to your account now and you should see them in your digital content. Thanks for your patience!

Customer Service Representative

Hi Sir_LRB,

Thank you so much for your patience as we work through our backlog. I'm so sorry you haven't received your book yet. I have set up a replacement for you in your sidecart.

Our system selected an incorrect shipping method on your order. I apologize for this and I have also gone ahead and issued you a refund to store credit for the difference in shipping between the method that was selected and your default shipping method for a total of $7.19.

Thanks again, and please let me know if you have any other questions!

Customer Service Representative

Hi J03_M4M4,

Looks like our warehouse has authorized payment and your order should ship out today or tomorrow. Thanks for your patience!

Customer Service Representative

Hi ExOichoThrow,

You may have to log out of your account for the changes to take effect. If you're still able to log in and access your account after logging out once, let me know and I will ping our tech department to manually close out your account. Thanks for your patience!

Customer Service Representative

Hi The World's Most Interesting GM,

I'm so sorry we missed your earlier email as we work through our email backlog. I have switched over campaign ownership for you. Thanks for your patience!

Customer Service Representative

Hi DastardlyBacon,

Thank you so much for your patience. I can see that a new payment method was added to your account. I can go ahead and process the order on that new payment method if you'd like, or you can update your payment in your account settings and I would be happy to switch over your payment for you. Just let me know how you'd like to proceed!

Customer Service Representative

Hi TwilightKnight,

The retroactive free PDF for the various cards were granted only to customers who had an active subscription at the time of order for each specific deck. Since the subscription on your account wasn't started until June, the Bestiary Battle Cards, regardless of which account they were ordered on, did not qualify for the free PDF. Let me know if you have any other questions about this and thanks for your patience!

Customer Service Representative

Hi Aventhar,

I'm so sorry your Starfinder Society complimentary scenarios did not generate! I have generated those items for you and you should see a confirmation email shortly. Your scenarios should generate automatically moving forward. Thanks for your patience!

Customer Service Representative

1 person marked this as a favorite.

Hi criticalham,

Thank you so much for your patience, and I'm so sorry that your packages haven't arrived yet! From what I can see, order 28156058 was delivered on October 27. If this is not correct let me know.

Just to make sure we're on the same page, it looks like currently, you're missing all of the contents of order 34967201 as well as the Bestiary and APG from order 28156058 which were intended as a gift order to the address in Idaho, is that correct?

Customer Service Representative

Hi Sorrior,

I have cancelled your Pathfinder Accessories subscription. Thank you for your patience!

Customer Service Representative

Hi Marc,

Your Starfinder Accessories subscription has been cancelled. Thanks so much for your patience!

Customer Service Representative

Hi BigNorseWolf,

I'm so sorry your codes still are not working! Please send us an email with your codes and reply here once you've done so. I'll be sure to check on those codes for you so we can get them on an order. Thanks for your patience!

Customer Service Representative

Your package seems to have had quite the layover! I'm glad you were able to receive the original package and I have cancelled the replacements. Thank you for letting us know!

Customer Service Representative

Hi Ian,

I'm so sorry your Lost Omens Pathfinder Society Guide was missing from your order. I have set up a replacement in your November subscription order. Let me know if you have any questions, and thanks for your patience!

Customer Service Representative

Hi Tillerz,

I'm so sorry you were sent the GM screen instead of the Advanced Player's Guide! I have set up a replacement for you and it should ship out by the end of the week. I've sent a confirmation order your way.

Thanks again for your patience!

Customer Service Representative

Your subscriptions have been cancelled and you should see a confirmation email shortly!

Customer Service Representative

Hi mrconchobar,

Thank you so much for your patience. After investigating with Mail Innovations, it looks like your package is still en-route to you. International shipping has been unpredictable for some folks, and many customers are reporting that packages have not been arriving according to original estimates provided by the postal service. I apologize for any inconvenience this may cause. If you package is returned to us without an attempted delivery, we will notify you and re-ship the package as soon as possible. I apologize for any frustration or inconvenience the delay has caused you.

Please let me know if you have any other questions!

Customer Service Representative

Hi eerielunarose,

I'm so sorry you received the wrong book. I have set up a replacement for AP #157 in your pending subscription order and will have the warehouse ship that out by tomorrow.

I have gone ahead and fixed up your order history so that it accurately reflects the orders you have placed. This includes order 8760127 for your badge and banquet ticket, which ate slated to roll over for PaizoCon 2021. If you have any other questions, let me know and I would be happy to assist!

Customer Service Representative

Hi thamus,

Your order is indeed scheduled to ship out in November. Please let me know ipf you have any other questions!

Customer Service Representative

Your account has been deleted.

Customer Service Representative

Hi Yawar,

We don't currently have a way for subscribers to hold their orders for a future shipment.

As for the Chessex mats, it looks like we are able to place an order with our distributor for the Megamat so I have gone ahead and cancelled the Battlemat so that you can place a new order for the Megamat. Let me know if you have any questions!

Customer Service Representative

Hi Ryvuos,

I'm so sorry about that! I was looking at the Bestiary 2, not the Advanced Player's Guide. I've gone ahead and added the Special Edition APG to your order and sent a new confirmation email your way. Thanks again for your patience!

Customer Service Representative

Hi ExOichoThrow,

Just to clarify, the account you have on paizo.com is connected to our forums, so to make any purchases or engage on our forums in the future (including play-by-post or organized play) you will need to make a new account. Additionally, deleting your account will not remove any posts made previously. Once you confirm, I can delete the account for you.

Customer Service Representative

Hi GGSigmar,

I'm so sorry about that! I have set up a replacement book for you with your pending subscription order. Feel free to keep the extra Gods and Magic book or donate it to a local school or library. Thanks for your patience!

Customer Service Representative

Perfect, that's exactly what I needed on my end! You should see the downloads in your digital library now. Thanks so much for your patience (and happy belated birthday!).

Customer Service Representative

Whoops! It looks like I mixed up the order of operations there but I just confirmed that the download is now available on your account. Thanks again for your patience!

Customer Service Representative

Hi moloch1066,

I have passed along this information to our team and the team at roll20. If you can provide proof of receipt for the gifted APG and Siege of the Dinosaurs via email to customer[dot]service[at]paizo[dot]com, I can grant those manually for you. If this is not immediately available for you, I'll connect with the team at roll20 to confirm the files and have those granted on your account on paizo.com as soon as possible. Thanks again for your patience!

Customer Service Representative

1 person marked this as a favorite.

Hi Dwapook,

We will indeed be restocking the Dungeons Deep set once they release however at this time we have not yet announced whether we will be releasing cases. Let me know if you have any other questions!

Customer Service Representative

Hi Abranon,

It appears that you had not completed the checkout process for the Humble Bundle Core Rulebook. I have processed your order and you should see pending order 30666150 for your book now. Due to the unprecedented generosity of our community, the Humble Bundle was much more popular that we had anticipated and we completely sold out of the Pathfinder Core Rulebook. Reprints can take a few months for printing and shipment, and so we expect to begin shipping out Core Rulebooks again in November.

Thank you for your patience, and let me know if you have any other questions about your order!

Customer Service Representative

Hi pondoor,

I'm so sorry your book never shipped out. We are currently backlogged in the inbox currently and I apologize we were not able to address your concern sooner. I have cancelled your order. Thank you for your patience!

Customer Service Representative

Hi g0del,

Due to the size/weight of your order, the cheapest option is to have the items sent in two packages for $17.88 using USPS First-Class Mail and USPS Priority Mail. If you'd like to ship them in one package, I can set them to ship USPS Priority Mail for $19.49. Let me know hoe you'd like to proceed!

Customer Service Representative

Hi captain yesterday!

The Dead Reign sourcebook is actually in stock and should be able to ship out with your subs when they're ready (aka your order is awaiting sub rollout, not availability of the Dead Reign book!).

I've moved the Graveyard Earth book to a new order as requested.

Let me know if there's anything else I can do for you!

Customer Service Representative

Hi TheYsconator,

I've let our webstore coordinator know about this issue and the files should be fixed within the next couple of days! Thank you for your patience!

Customer Service Representative

Hi IconoclasticScream,

I have moved your sidecart item to your subscription order and you should see a new confirmation email shortly. Thanks for your patience!

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