CEO
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Subscriptions kicked off later than we expected and are continuing to process now. As this is the first run under the new system, we're not exactly sure how long it will take to get through the entire subscriber list. It looks like we're about 15-20% done now.
We are also investigating why PDF copies are not being correctly delivered. I'll provide an update as soon as I have one.
[2 p.m. update] We have a potential fix in for the PDFs not releasing upon charge. We will manually grant them when the subscription run finishes for everyone if that fix isn't working. We still have quite a few subscriptions processing.
[4 p.m. update]: We've identified the source of PDFs not being delivered and corrected it. Subscriptions continue to process and we will fulfill missing PDFs when that process is complete, which we expect to be on Tuesday.
[12 p.m. Tuesday Update]: Subscriptions have finished processing and we are preparing to send out all missed PDFs. That should happen before end of day; your exact time will depend on where you are in the queue.
[3:20 Tuesday Update]: All PDFs have been delivered to your Paizo Store Library.
-Jim
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Thanks, Jim! Excited for the new store to get past its early growing pains. Hiccups are to be expected!
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Thanks for the transparency!
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Hope you're able to get things resolved without too much more trouble!
The excitement/anxiety of waiting for that email notification.
So excited for Draconic Codex and the final part of Revenge of the Runelords. I want to see Xanderghul's stats.
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I went to check my account, and suddenly as of todday, all my subscriptions, past and present have disappeared, while they were all there yesterday, and I had received the "warning" email that my subs would be proccessed from today. I also sent a CS ticket (for something else) that I never got the automated confirmation. :X
I have not sent an extra CS ticket, just it case I don't want to overload CS in these time of extra load... But yeah... I'll wait until the end of the process is mentionned here and if I have nothing I'll contact CS. >_>
So f we have email confirmation that the subscription purchase happened but no pdf yet that's just part of the ongoing troubles?
That's what I gather from this.
I received an error on my subscription charge but when I went to check all my payment details were correct. Is that going to cause any issues?
I believe so, I still haven't received my email either, my credit card doesn't even show anything pending yet.
Is that a fix specifically for new PDFs not being added on new orders, or specifically subscription PDFs and not other new orders or does it have anything to do with the problem of at least some of us having absolutely zero of our old items added to the new store's library?
Subscriptions kicked off later than we expected and are continuing to process now. As this is the first run under the new system, we're not exactly sure how long it will take to get through the entire subscriber list. It looks like we're about 15-20% done now.
We are also investigating why PDF copies are not being correctly delivered. I'll provide an update as soon as I have one.
[2 p.m. update] We have a potential fix in for the PDFs not releasing upon charge. We will manually grant them when the subscription run finishes for everyone if that fix isn't working. We still have quite a few subscriptions processing.
-Jim
Thanks for the update, Jim!
I take it this is how long it should be expected for subscriptions to be processed in the months to come? Minus the PDF and late startup, it is going to be a mostly-all-day process for BigCommerce to work through all the subscription orders?
Subscriptions kicked off later than we expected and are continuing to process now. As this is the first run under the new system, we're not exactly sure how long it will take to get through the entire subscriber list. It looks like we're about 15-20% done now.
We are also investigating why PDF copies are not being correctly delivered. I'll provide an update as soon as I have one.
[2 p.m. update] We have a potential fix in for the PDFs not releasing upon charge. We will manually grant them when the subscription run finishes for everyone if that fix isn't working. We still have quite a few subscriptions processing.
-Jim
Thanks for the update, Jim! But I still have some issues that need to be resolved.My subscription order went through, but I can't seem to find the PDF of final part of Revenge of the Runelords in my Downloads.
Will subscription order processing continue through the night to tomorrow. Allowing us to get PDFs in the night? Or will it stop at end of business day and pick up tomorrow morning?
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CEO
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Will subscription order processing continue through the night to tomorrow. Allowing us to get PDFs in the night? Or will it stop at end of business day and pick up tomorrow morning?
PDFs should release as orders are processed. That's an automated process after payment.
-Jim
Oh, boy. I think I'm gonna have to move some money around now. I was counting on this charge coming out today. If I'm not going to get charged until tomorrow, that is going to cause me problems... This is going to get more difficult for me and the customer service team now because they are going to have to tell me the card isn't working and I'm gonna have to tell them to use a new card that was not previously authorized. All of this complication because of a perfect storm for a website update with growing pains, a government shutdown, and a couple other things going on.
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CEO
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Oh, boy. I think I'm gonna have to move some money around now. I was counting on this charge coming out today. If I'm not going to get charged until tomorrow, that is going to cause me problems... This is going to get more difficult for me and the customer service team now because they are going to have to tell me the card isn't working and I'm gonna have to tell them to use a new card that was not previously authorized. All of this complication because of a perfect storm for a website update with growing pains, a government shutdown, and a couple other things going on.
Apologies for the extra effort. On the good news front, you no longer have to contact Customer Service to change your payment method for subscriptions. Just go to your Subscription Manager and make changes to payment methods and shipping address.
-Jim
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Will subscription order processing continue through the night to tomorrow. Allowing us to get PDFs in the night? Or will it stop at end of business day and pick up tomorrow morning?PDFs should release as orders are processed. That's an automated process after payment.
-Jim
I think the question was whether the emails will continue to be processed through the night, or if they stopped at the end of the business day.
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CEO
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I think the question was whether the emails will continue to be processed through the night, or if they stopped at the end of the business day.Will subscription order processing continue through the night to tomorrow. Allowing us to get PDFs in the night? Or will it stop at end of business day and pick up tomorrow morning?PDFs should release as orders are processed. That's an automated process after payment.
-Jim
Subscription orders will continue until they're done. This isn't a business-hours only process.
-Jim
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Whatever could be causing these snafus?
>:)
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Has international shipping gotten more expensive in the move? Last month I had 3 books shipped for ~$48, this month 2 books are ~$68
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I've just received my email but it appears the store transition changed my default address back to somewhere I no longer live, so here's hoping my email gets through to fix that..
Edit: my order's shipping address has been corrected, record time there, customer service. Thank you
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My subscription order is listed as a Future order for today's date. Does that matter as to the queue, or if the order will even process? I did get two reminder emails for two different orders; one correct which was listed as a 'future order' and one incorrect that was listed as 'next order' which I cancelled. The incorrect one was a duplicate book from the correct order and a book I had already received from the October subscription shipment.
Nevermind, my confirmation just went through. It was still very confusing though.
Confirmation Email arrived. Went to the library section under my account under the store page(New webpage not old one) and it was right there. currently downloaded and enjoying for some late night reading. :)
my payment/address got removed and I didn't fix it in time, so I got an email I needed to update my info. I did that now, do I have to do anything else in order to get it to ship and get my PDF?
My order came through! One question: my version of Apocalypse Archive is File by Chapter only. Will there be a single file option?
Mine came through! I have actually been reading it for a little over an hour already.
So I am eagerly waiting for the pdf
I hope it will be AP 221 and not as shown in the order AP 220.
I contacted customer-servive about this last week and they told me everything will be OK, but still getting nervous when I see the wrong Adventure Path Volume on the order
I had set up my payment before, then I got a notification that something went wrong. When I went to update none of the payment info was there and when I tried to re-enter it rejects it with a vague There was an error saving your payment method. Also, the email suggests contacting customer support with little indication as to how to do that.
EDIT: Finally, after deleting all the addresses and re-entering and playing around with things like the format the phone number, I got the payment saved. The email says "resend the order with your updated information". There is no place on the store page that has the draconic codex/subscription charge attempt listed and no indication of how one "resends" an order.
This is quite frustrating.
Store update changed my preferred shipping to USPS from UPS and I don't see a way to change back.
Same here, I can see no way to change back to my preferred shipping method as USPS has proven less than reliable to my address and I strongly prefer not to use them. Also, my order says "Manual Verification Required" and I have no idea what that means, no email or anything stating what is needed (and I confirmed with my bank that Paizo has of course charged my card). And no PDFs even though my card has been charged.
Sigh. What is the advantage of subscribing again?
So, I got "[Action Required] Update information to place your order" email with "Please update your payment details on our website and resend the order with your updated information." instruction.
Payment method and addresses were fine, I successfully made another order shortly before. But there are no current items in Subscription Manager anymore to update any information.
All items from subscription order appeared in the cart (with reduced prices, apparently). Should I just make a new order with that? And then I get my PDFs?
So, I got "[Action Required] Update information to place your order" email with "Please update your payment details on our website and resend the order with your updated information." instruction.
Payment method and addresses were fine, I successfully made another order shortly before. But there are no current items in Subscription Manager anymore to update any information.
All items from subscription order appeared in the cart (with reduced prices, apparently). Should I just make a new order with that? And then I get my PDFs?
Interesting. After updating my payment, my cart is empty, and Dark Archive remastered is listed as the next book under subscription manager.
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I'm not sure... that it's supposed to work that way... But the PDF copy of Draconic Codex I got from my library is watermarked to Lyle Borders. That's a bit... confusing.
Also when accessing the new library, you do not know if you are looking at PDF file per chapter or Single PDF... you have to open and find out...
My order was processed around 9pm last night.
I got both Draconic Codex and Revenge of the Runelords.
And both PDFs download with no issue.. I may have then stayed up till about 4am reading... Oops.
Can we get an update on how far along the process is? "Almost halfway done" was around 20 hours ago. I understand it's gonna take a while, new system and all, it'd just be nice to get some word when someone gets a chance
So, I got "[Action Required] Update information to place your order" email with "Please update your payment details on our website and resend the order with your updated information." instruction.
Payment method and addresses were fine, I successfully made another order shortly before. But there are no current items in Subscription Manager anymore to update any information.
All items from subscription order appeared in the cart (with reduced prices, apparently). Should I just make a new order with that? And then I get my PDFs?
Having this exact same issue! Would love an update if anyone finds a solution
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Still no gold, nothing in my library, and no updates. :/ At this point, I'd rather just have the old shop back lol. Was really looking forward to those pdfs and missing the ease-of-use, been a long week.