July 2019 New Releases, Subscriptions, & Gen Con Pickup


Customer Service

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Silver Crusade

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Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

In the chance that some of us get our books before August 1st is it okay to talk about their contents on the forums and product threads or would you prefer we hold off till the 1st?


Pathfinder Adventure Path Subscriber

Awesome! Two questions however:

1. If i added multiple copies to my sidecart will they all be available for pickup at Gencon?

2. When will we be charged for those that pickup at Gencon? When we pick them up at the stand?

Thanks!


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Diego Valdez wrote:
The Org Play authorization finished over night. If you did not receive an email confirmation for your please let us know.

What is the status of actually sending out the PDFs?

Paizo Employee Customer Service Representative

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Hello everyone.

I have some unfortunately bad news to pass along this time. I spoke to the tech team this morning and they have informed me that they will not be able to have the code in a place where we can reliably do non subscription pre order pickup at GenCon in time for the deadline that the truck needs to leave for the show. So we will not be able to do pre order pickup at the show except for subscriptions.

If you have a pre order you need to cancel so you can buy a book at the show (we will have them available there) please let us know and we can get it cancelled.

Keep in mind that with Katina in a new department, Sara out of the office, and me taking on Sara's duties until she is back the three of us that are here (but mostly Sam and Virginia) are working to get through the inbox and boards as fast as we can, but there is a backlog.

Paizo Employee Customer Service Representative

I expect to run the fulfillment for the Org Play scenarios this afternoon or tomorrow morning. We usually allow 1-2 business days between the auth and fulfillment so folks who need to cancel or change their orders have time to contact us.


As the Paizo exclusive GM Screen doesn't seem connected to the new accessories subscription, would those preordering it need to have the accessories subscription to get granted a pdf copy or could those with the Pathfinder Rulebook subscription get a pdf copy granted? (Asking for a friend.)


Pathfinder Maps, Starfinder Adventure Path, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Hey Diego, is it possible to add the subscriptions for the CRB and bestiary at this time and be able to pick up them that way?

Paizo Employee Customer Service Representative

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Hello,

The Paizo Exclusive GM screen now has some text on the product page letting folks know that if you pre order it and have the Accessories subscription you will receive the PDF. Like with subscriptions though the PDF will not be available until August 1.

We will have subscription pickup open until the morning of the July 3. So as long as you subscribe before then you can select GenCon pickup.

Paizo Employee Customer Service Representative

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I just started the Organized Play fulfillment. So you should start receiving the PDFs.

Silver Crusade

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Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

*sends hugs to Diego, Sam, and Virginia*

Paizo Employee Customer Service Representative

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It looks like I missed some questions posted over night this morning. Sorry about that.

When folks start receiving the core book we expect the same as we do with any other book. Those with the book in hand are free to answer questions, but try not to give too large of spoilers and refrain from posting chunks of the text. Basically you can answer questions but don't get very detailed.

Only subscription copies will be available for pickup at GenCon. So if you want more than one copy for pickup you will have to subscribe multiple times. However we will have copies for sale at the show.

Before GenCon we will be running a fulfillment report that will charge all of the GenCon pickup orders. At the show your books will already be paid for and you will just need to pick them up. If we weren't able to charge you, maybe there was a payment method or the card was expired, you will need to pay for the items at the show.

Paizo Employee Customer Service Representative

The Organized Play fulfillment has finished. If you have not received your PDFs and did not have a payment issue please let us know.

Grand Lodge

Pathfinder Adventure, Rulebook Subscriber; Pathfinder Battles Case Subscriber

Diego, I appear to have received nothing for Org Play this time around. I may already have everything I’m supposed to but that does not appear to include 10-22.

Paizo Employee Chief Technical Officer

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Diego Valdez wrote:
The kiosk will have the same hours as the exhibit hall. So it will open at 10am. There is no early VIP access to the kiosk. If you ave that it needs to be done in the exhibit hall.

Gen Con is no longer providing early access to the exhibit hall as part of their VIG program. It'll be 10 AM for *everyone* this year.

Dark Archive

Pathfinder Adventure Path, Lost Omens Subscriber

Diego, just to clarify - since only subscribers can get pre-order pickup, does that mean that we aren't going to be able to use earned vouchers (such as from Origins and PaizoCon) to cover the cost of any extra items preordered?


Pathfinder Adventure Path Subscriber

I'm totally confused. I have opted in to pickup my sidecart items at Gencon because i'm subscribed to Adventure Paths. It shows on that screen that i can pickup all of the 2E items i have preordered at Gencon. I'm not subscribed to the core rulebook or accessories but it shows those will be available to me for pickup at Gencon.

I keep getting mixed ideas on how this all works. In order to pickup these preordered items do i have to subscribe to those particular items or simply add them to my sidecart? Am i charged before i pick them up or once i get to the register? Are they guaranteed to be held for me to pickup at my leisure or will they sell them if i'm not in line to get them Thursday morning?

This whole process is getting a bit frustrating to understand and even after multiple emails to customer service to have some clarification I haven't had anyone explain all of it in a simple and easy to understand way.


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Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Superscriber

That’s fair criticism.

There’s two main problems:

1. They’re still writing the code for GenCon pickup so nobody is yet 100% sure how that’s going to work
2. Until a week or so ago, the customer service team had five people. It’s currently running with only three (and it’s their busiest time of year)

This is an excellent thread to watch. It should all get sorted and clarified in the next few days.

FWIW, when I get really confused by their computer (or my ordering) I find the most efficient thing to do is to ring them between 10am and 5pm Seattle time. Often i find myself saying “this is what I want to achieve....how do I do that?”

The CS staff are, without exception, patient, helpful and thoughtful people - they’ll be able to work out the best solution for you.


Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber

Is the Portrait style GM screen going to be available for pickup at Gen Con? I know its not officially a part of the subscription, but you do get the PDF if you pre-order it whilst also having the accesories sub.

Paizo Employee Customer Service Representative

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Hello folks!

We just put up a blog going over subscription benefits and the changes to subscription lines.

I want to add to the information in that blog by letting you know how to select the complementary society sub you want. You can do this by going to your Account Settings page from the My Account drop down menu. Scroll down to the My Subscriptions box. On the My Subscriptions page, below the giant box showing you your payment method, and shipping address. There you will see a My Subscriptions header. In that section you will see selector bubbles, one for Pathfinder Society and one for Starfinder Society. Just make sure the dot is in the bubble for the one you want. This is togglable and each month you will get the ones that you have selected when the digital auth is run.

Now to address other questions that have come up.

You can use vouchers on pre orders just like with any other order. You put in the voucher during the checkout process.

Only items that are generated as part of a subscription can be picked up at GenCon. If you have an active subscription you can set it to GenCon pickup on your My Subscriptions page. Pre orders cannot be picked up at GenCon. If you pre order items and send them to your sidecart they will ship with the next subscription order that ships to you. If you have your subs set for GenCon pickup and you add additional pre orders to your sidecart those pre orders will not be available for pickup at GenCon. So if you do not have the Rulebook or Accessories subs but do have the Adventure Path sub and select GenCon pickup your Adventure Path item will be available at GenCon, the Rulebook and Accessories items will not. As mentioned earlier, GenCon pickup items will be charged before GenCon.

Paizo Employee Customer Service Representative

TriOmegaZero,

The report that grants VOs the scenarios is different than the report that fulfills the digital subscription orders. we usually try to run them about the same time. With everything else going on that one had slipped my mind yesterday. I apologize for that, and thank you for reminding me. We are running that report right now, so you should see the PDF shortly.

Grand Lodge

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Pathfinder Adventure, Rulebook Subscriber; Pathfinder Battles Case Subscriber

Huzzah!

Silver Crusade

Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Concerning the free scenarios from having 6 valid subs, i had had SFS before now and I added PFS for 2e this morning before the news, so what if anything do I need to do to switch those to the free versions?

I went to My Subscriptions but there wasn’t any bubbles to click at the bottom next to Society subscriptions.


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Rysky wrote:

Concerning the free scenarios from having 6 valid subs, i had had SFS before now and I added PFS for 2e this morning before the news, so what if anything do I need to do to switch those to the free versions?

I went to My Subscriptions but there wasn’t any bubbles to click at the bottom next to Society subscriptions.

Answered in another thread:

Diego Valdez wrote:
If you already have 4 or 5 subs you will need to go to your My Subscriptions page and select the scenario line you want. If you have 6 or more subs already you don't need to do anything.

That quote, if not contradicted later, would be reason to bring up a problem with customer service if they charge you for PFS or SFS scenarios next month.

Silver Crusade

Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

*nods*


Diego Valdez wrote:

TriOmegaZero,

The report that grants VOs the scenarios is different than the report that fulfills the digital subscription orders. we usually try to run them about the same time. With everything else going on that one had slipped my mind yesterday. I apologize for that, and thank you for reminding me. We are running that report right now, so you should see the PDF shortly.

Still no luck here in VO land.


Still no 10-22 here.


Diego Valdez so does this mean that the only part of my order that I can pick up at Gencon will be the Hellknight I subscribed to? Am I not able to move my pre-order to a Gencon pickup at all?


Any update on splitting omen world guide out from the others for orders set for launch? I’ve not seen any emails from paizo yet in regards to this. Thanks.

Shadow Lodge

I'm trying to subscribe to the Pathfinder Roleplaying Game Ongoing Subscription and select Bestiary as my first item (so that I can pick it up at Gencon). But the checkout system isn't retaining my selection of Bestiary. I hit the radio button on box 1, but when I go to box 4 to check out it's back to the core rulebook.

And verifying - even if I get the subscription through, I'll only be able to pick THAT item up at gencon now? Not any side items I'm ordering?

Grand Lodge

Arakasius wrote:
Any update on splitting omen world guide out from the others for orders set for launch? I’ve not seen any emails from paizo yet in regards to this. Thanks.

That is covered up thread. You'll need to contact customer service

Grand Lodge

thistledown wrote:
Not any side items I'm ordering?

If by side items you mean non-subscription items, then no. The only items you can select for Gen Con delivery are subscription items. So, you need to either let the side items process and maybe they will delivery before Gen Con but no guarantee. Or cancel the side item order and take your changes buying them from the booth at Gen Con. Or cancel the side orders, subscribe to those product lines, select Gen Con pickup, and the cancel the subs after.

Shadow Lodge

The forum maintenance has come and gone, and it's still not letting me start a subscription with the bestiary.


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Superscriber
thistledown wrote:
The forum maintenance has come and gone, and it's still not letting me start a subscription with the bestiary.

If I was you I'd start it with the core book (getting you both) and then post a thread in the Customer Service forum asking them to tidy things up and cancel the one you don't want.

The reason is that if you're looking for GenCon pickup, the deadline to select that is fast approaching. Even if that comes and goes and you end up "subscribing" to a book you don't want, Customer Service have got a couple of weeks to cancel the core book and just provide you with the Bestiary (but you'll be able to get it from the convention booth).

I believe it's harder for them to adjust the GenCon pickup flag once it's happened - it's all automated, these days.

They're currently down to only two CS representatives scouring the forums and they're unlikely to get to everyone by the end of July 3rd. If you've got a thread started in the CS forum before then, they've said elsewhere they'll honor that, so there's little risk in oversubscribing.

If you wait for things to 'settle down' and for the staff to all get back on deck, you may find that the GenCon boxes have all been packed up and shipped out and that even CS won't be able to get it sorted.

Liberty's Edge

Pathfinder Adventure Path, Lost Omens, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game Subscriber

Will you run the Organized Digital Subscriptions again this week? My are still in the queue it seems. :)

Paizo Employee Customer Service Representative

Hello folks! I am currently going through the boards posts. Because of an issue on the site I cannot go past the first page to see older posts. I am using our internal software to find older posts. However the internal software does not display them by date. So the order posts are being replied to is not oldest to newest like usual. It is likely going to be all over the place. I am prioritizing sub related posts (cancellations, wrong starting item, etc) but I will be doing others after the sub related ones.

I will also follow up with the other questions in this thread today, but that may be a little later in the day.

Thank you for your patience.


Pathfinder Adventure Path, Lost Omens Subscriber
Diego Valdez wrote:

Hello folks! I am currently going through the boards posts. Because of an issue on the site I cannot go past the first page to see older posts. I am using our internal software to find older posts. However the internal software does not display them by date. So the order posts are being replied to is not oldest to newest like usual. It is likely going to be all over the place. I am prioritizing sub related posts (cancellations, wrong starting item, etc) but I will be doing others after the sub related ones.

I will also follow up with the other questions in this thread today, but that may be a little later in the day.

Thank you for your patience.

Diego,

Thanks for all your hard work

I have a request to reinstate issue #144 so that my paizo advantage can be grandfathered in by July 3rd buried in there as well. I believe my posts date Thursday 06/27 & Friday 06/29

Paizo Employee Customer Service Representative

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Hello folks,

Taking a break from CS forum posts to answer some of these questions.

If you have Society subscriptions that are currently paid ones we expect that they will just become complementary ones if you qualify. I personally feel a little more comfortable just cancelling them and letting the complementary ones start up themselves. But our expectation is you shouldn't need to do that.

I'll take a look at the VO drops and why you may not have received them.

Anything that is not generated by a subscription cannot be picked up at GenCon.

If you are trying to start a subscription but the starting items are reverting to old items, submit the order and let us know. We will fix it on our end.

Vexies, I think I already responded to your post.

Updates on where CS is right now:

When we came in this morning the inbox was a little over 330 emails. It is currently at 290. Keep in mind that we get more over the day so the number of emails that have been done are more than that gap. Virginia has been kicking butt in the inbox. The number of message board posts was almost 150. I don't have a good way to count how many have been done that isn't going to take a lot of time that I really should be using to do more of them. In both cases we have been focusing on subscription related issues. Both of us will be here late tonight trying to get as many of these done as possible.

We're still planning to run the auth tomorrow, but it will likely be later in the day. I will also be coming in on Thursday to make sure it finished and get some other stuff done.

We are expecting to have Sam back on Friday, which will allow us to get a lot more momentum on plowing through the rest of the inbox and the boards. We're also expecting Sara back on Monday which will allow me to shift my focus entirely to inbox and boards as well.

Incidentally, if you know anyone who might be interested, feel free to point them in our direction.


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Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Superscriber

Thanks very much to Diego and Virginia for the late nights. Greatly appreciated!

I always feel for CS this time of year. :(


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Pathfinder Companion, Maps Subscriber; Pathfinder Roleplaying Game Superscriber
Diego Valdez wrote:
Incidentally, if you know anyone who might be interested, feel free to point them in our direction.

You know, if it weren't a 32-hour commute.... ;P


Pathfinder Adventure Path, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber
Joana wrote:
Diego Valdez wrote:
Incidentally, if you know anyone who might be interested, feel free to point them in our direction.
You know, if it weren't a 32-hour commute.... ;P

Is that all, I have a 1,983 mile commute.


Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Superscriber
Joana wrote:
Diego Valdez wrote:
Incidentally, if you know anyone who might be interested, feel free to point them in our direction.
You know, if it weren't a 32-hour commute.... ;P

If you decide to pack up and move - let me know if you need a reference. (Not that you'd need the endorsement, but I'd be right behind a Joana-for-CS campaign!)

Paizo Employee Customer Service Representative

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Hello folks,

I am heading home for the evening. The inbox is at 252 emails. I count 23 boards threads from before today that I still haven't responded to. This number includes non subscription related posts. I'll be responding to all of those threads tomorrow morning. I am hoping to get into the office pretty early (sleep allowing of course).

I have received a significant number of PMs so I wanted to say something about that. We don't really respond to CS issues or concerns in PMs for a few reasons. We need for the rest of the team to be able to access the information if they need to. If I were to die, or quit, or get fired, etc someone else needs to be able to take over helping. We also need our interactions with all of you to be visible. If I'm just a huge jerk to you and you go to my bosses they need to be able to see what I said to you. Additionally, because of the number of boards posts, emails, phones, and GenCon prep we are scrambling to do I likely won't even look at any PMs I have until after GenCon. If I haven't got to your post yet I will.

TLDR; I have my PMs turned on because I enjoy and appreciate hearing the non CS things you all have to say, but CS related things need to go through channels the entire CS team has access to.

I hope you all have a great night and I will talk to you tomorrow!

Silver Crusade

6 people marked this as a favorite.
Pathfinder Pathfinder Accessories, Pawns, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Diego, you're a gem, and thank you for putting in so many long hours. Get some well deserved sleep!

Paizo Employee Customer Service Representative

7 people marked this as a favorite.

Howdy folks!

I was able to get some early morning stuff cleared up this morning and am back on getting the rest of the boards posts tackled. I spoke to warehouse and they have given me the all clear. I will be checking in with the tech team to get their go ahead. If everything looks good on their end we will get the auth started as soon as we finish up the subscription related posts and emails.

For those of you waiting to hear back from us on non sub related issues, I will be tackling those boards posts as soon as we get the auth rolling. The inbox is at 278, so there wasn't a massive influx over night. Virginia is hammering away at that.

Cori, thank you very much. I really appreciate that!

Silver Crusade

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Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Woohoo! Y'all rock!


Pathfinder Adventure Path, Lost Omens, Starfinder Adventure Path Subscriber

And away we go!! Paizo CS staff you gremlins are just awesome!

Paizo Employee Customer Service Representative

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Hello everyone,

We have finished up all of the sub related emails and boards posts. So everyone is climbing aboard the auth train and we're shoveling the coal into the engine! This is my first time as conductor of this train without Sara, so I am both super excited (you are going to start getting your auth emails for PF2 stuff! It's real, it's going to be in all your hands soon!), and a bit terrified!

So, here we go! All aboard!

Silver Crusade

1 person marked this as a favorite.
Pathfinder Adventure Path, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Society Subscriber
Diego Valdez wrote:

Hello everyone,

We have finished up all of the sub related emails and boards posts. So everyone is climbing about the auth train and we're shoveling the coal into the engine! This is my first time as conductor of this train without Sara, so I am both super excited (you are going to start getting your auth emails for PF2 stuff! It's real, it's going to be in all your hands soon!), and a bit terrified!

So, here we go! All aboard!

ROCK ON!!!


Diego Valdez wrote:
So, here we go! All aboard!

Huzzah!


1 person marked this as a favorite.
Pathfinder Pathfinder Accessories, Pawns, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

EVERYONE!! Commence constantly refreshing you email inbox.

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