Manage Roll20
What you don't know !
Silent Waste
84%
of people lose money every month on unused services
Lack of Transparency
60%
of users feel lost facing cancellation terms
Budget Illusion
82%
of consumers underestimate the cost of their automatic withdrawals
Fear of Commitment
44%
of subscribers have experienced a 'commercial trap' experience
Legal Validation
All our letters are written by legal experts to guarantee their compliance.
Legal Commitment
We generate legally binding documents that your provider is obligated to honor.
Immediate Efficiency
Free yourself from your commitments in less than 2 minutes, directly online.
Budget Optimization
Regain control of your finances by stopping superfluous withdrawals.
Cancel Roll20: Step-by-Step Guide
How to cancel roll20 in new zealand and claim refunds within 15 days
What roll20 is and why you might want to cancel
Roll20 is a browser-based virtual tabletop platform that lets you run tabletop role-playing games, board games, and collaborative campaigns with others online. The platform provides character sheets, dice rollers, dynamic lighting, animated maps, and a marketplace for digital assets so you can host live sessions with integrated video and voice.
Many New Zealand gamers use Roll20 to play Dungeons and Dragons, Pathfinder, and other TTRPGs without needing to meet in person. However, if you have decided the service no longer fits your needs-whether because you have found a cheaper alternative, your campaign has ended, or the paid features are not worth the cost-you have clear rights under New Zealand law to cancel and potentially claim a refund.
Common reasons to cancel roll20
Your campaign may have wrapped up, you might prefer a different virtual tabletop platform, or the subscription cost no longer aligns with how often you actually play. Other players sometimes cancel because they use Roll20 only occasionally and do not need premium features like dynamic lighting or private vault storage.
Whatever your reason, Stopee understands that cancelling a subscription should be straightforward, transparent, and free of hidden penalties. We will walk you through every step and show you how to protect your consumer rights under New Zealand law.
Roll20 pricing in new zealand and available plans
Roll20 operates on a tiered subscription model with a free option and paid plans, though exact pricing in NZD varies based on your payment method and current exchange rates.
| Plan | Key features | Cost in NZD |
|---|---|---|
| Free | Basic tabletop, character sheets, dice roller, limited storage | Free |
| Plus | Improved map features, priority support, expanded character options | Approximately NZD $8-12 per month (varies) |
| Pro | Dynamic lighting, private vault, advanced macros, unlimited storage | Approximately NZD $15-18 per month (varies) |
| Premium (annual) | Pro features billed annually with discount | Approximately NZD $150-180 per year (varies) |
Why pricing varies and what to expect at checkout
Roll20 displays prices in USD on its website, but you will be charged in NZD when you complete payment. Your bank, credit card company, or payment processor (PayPal, Stripe, or your app store) will convert the amount, and the final NZD total depends on real-time exchange rates and any processing fees they apply.
Always check the final amount before confirming payment. If you subscribed through the Apple App Store or Google Play, you are locked into Apple or Google's pricing and payment terms, not Roll20's directly-and cancellation must happen through those platforms, not Roll20's website.
Your consumer rights under new zealand law
Before you cancel, it is important to know what protections you have. New Zealand consumer law gives you specific rights when you buy services like Roll20, even from overseas companies.
Consumer guarantees act and your entitlements
Under the Consumer Guarantees Act (CGA), every service provider must deliver their service with reasonable care and skill, ensure it is fit for purpose, and describe it accurately. Roll20 cannot legally take away these rights, no matter what its terms say.
If Roll20's service is faulty-for example, if dynamic lighting does not work as advertised, or if your account loses data without explanation-you have the right to ask for a repair, a replacement, or a refund. The CGA applies regardless of whether you paid for a free or premium account, and it covers you in New Zealand even though Roll20 is run from overseas.
Fair trading act protections
The Fair Trading Act makes it illegal for Roll20 to mislead you about features, costs, or how to cancel. If Roll20 hides its cancellation process, overstates what the free tier includes, or misdescribes what happens when you cancel, you can escalate the complaint to the Commerce Commission.
If you cannot resolve a dispute directly with Roll20, you can file a claim with the Disputes Tribunal (free for claims under NZD $15,000) or contact Citizens Advice Bureau for guidance on your next steps.
How to cancel roll20: step-by-step methods
You have two main ways to cancel, depending on how you subscribed. Stopee recommends the web account method because it is faster and gives you a clear cancellation confirmation.
Cancel via your roll20 web account (recommended method)
This is the quickest and most transparent way to cancel. You downgrade from your paid plan to the free tier, which stops the automatic renewal without deleting your campaigns or account data.
- Go to https://app.roll20.net/account/subscription in your web browser and sign in with your Roll20 email and password.
- If you have forgotten your password, click "Forgot your password?" and reset it before signing in.
- On the subscription page, locate your current paid plan (Plus, Pro, or Premium).
- You will see the plan name, renewal date, and billing frequency.
- Click the button or link that says "Downgrade to Free" or "Change plan".
- Do not click "Pause subscription"-downgrade to the free tier to avoid charges.
- Confirm the downgrade by clicking the confirmation button.
- Roll20 will show you a message confirming the change.
- Check your email for a confirmation message from Roll20 (usually sent within minutes).
- Pro tip: Save or screenshot this confirmation email-it proves you cancelled and when.
What happens next: Your paid plan will remain active until the end of your current billing period. After that date, your account automatically switches to the free tier and no further charges occur.
Cancel app store subscriptions (Apple app store or google play)
If you subscribed to Roll20 through your iPhone, iPad, or Android device, you must cancel the subscription through that platform's settings. Roll20's website cannot cancel app store subscriptions directly.
- Open the app store on your device.
- Apple devices: Open the App Store app, tap your profile icon in the top right, then go to "Subscriptions".
- Android devices: Open Google Play, tap your profile icon in the top right, then go to "Payments and subscriptions" and select "Subscriptions".
- Find Roll20 in your active subscriptions list.
- You will see the plan name, next billing date, and price.
- Tap on the Roll20 subscription to open the details.
- Do not uninstall the app-that does not cancel the subscription.
- Select "Cancel subscription" or "Cancel plan" and confirm.
- The app store will ask you to confirm and may offer you a discount to stay-decline if you are certain.
- Look for a cancellation confirmation from Apple or Google in your email (sent within minutes).
- Pro tip: Take a screenshot of the cancellation confirmation screen on your device as well.
Important: Apple and Google follow their own refund policies, which may differ from Roll20's. If you request a refund through the app store, the decision is made by Apple or Google, not Roll20.
What happens after you cancel roll20
Cancelling does not mean you lose everything. Your account, all your campaigns, custom assets, and marketplace purchases remain stored on Roll20's servers even after you downgrade to the free tier.
Access and features after downgrade
Once your paid subscription ends and you move to the free tier, you will lose access to premium features but keep the basics. Dynamic lighting, private vault storage, advanced macros, and other paid-only features become unavailable-but your campaign maps, character sheets, and tokens remain visible and editable.
If you re-subscribe to Plus or Pro at any point, all your paid features return immediately and you can access everything exactly as you left it. This means cancelling is reversible-you do not have to worry about losing your work permanently.
Timeline after cancellation
- Immediate: Your downgrade request is processed; you receive a confirmation email.
- Within current billing period: Your paid plan stays active; you can use all premium features.
- At end of billing period: Your account automatically switches to the free tier.
- After switch: No more charges appear on your bank statement or card.
If you cancelled within 14 days of your most recent payment and believe you deserve a refund, contact Roll20 support immediately (see refund section below).
Will you get a refund from roll20?
Roll20 has a 15-day refund window from the date of purchase, but the refund must be requested directly through their support system. Stopee advises you to request a refund as soon as possible if you believe you qualify.
Roll20's standard refund policy
Roll20 typically allows refunds for monthly or annual subscriptions if you request them within 15 days of the purchase or renewal date. Refund requests made after 15 days are reviewed on a case-by-case basis and may be denied.
However, if your cancellation is because Roll20 failed to deliver the service as described, breached the Consumer Guarantees Act, or made a billing error, you may have grounds for a refund even after 15 days. In that case, cite New Zealand consumer law in your support ticket.
How to request a refund
- Go to Roll20's support form or email support@roll20.net.
- Include your Roll20 account email, the subscription plan you paid for, and the transaction date.
- Write a clear request explaining why you want a refund.
- Be specific: "Charged on [date] for [plan]; requesting refund under the 15-day policy" or "Service was not fit for purpose under New Zealand Consumer Guarantees Act".
- Attach screenshots of your payment confirmation or billing history.
- Go to your Roll20 account page, find "Billing" or "Payment history", and screenshot the transaction.
- Send the ticket and wait for a response (typically 3-7 business days).
- Pro tip: Save a copy of your support ticket number for reference.
Marketplace purchases and exceptions
Marketplace assets (maps, tokens, art packs, and modules sold by third-party creators) have their own 15-day refund window if the assets are unused. Once you use an asset in a campaign, it may become non-refundable.
Warning: If Roll20 detects a pattern of refund requests, they may refuse further refunds to protect marketplace creators. Do not request refunds frivolously.
For subscriptions purchased through the Apple App Store or Google Play, Apple and Google handle refunds independently. Contact their support directly if Roll20 refuses your request.
Common mistakes to avoid when cancelling roll20
Cancelling a digital subscription can feel risky because the process is not always clear. Here are the pitfalls Stopee has seen trap users.
Mistake 1: pausing instead of cancelling
Roll20 may offer a "Pause subscription" option, which temporarily stops charges but does not downgrade your plan. After the pause period ends, charges resume automatically. Always downgrade to the free tier instead-this is a true cancellation.
Mistake 2: uninstalling the app instead of cancelling the subscription
Deleting the Roll20 app from your phone does not cancel your app store subscription. You must go into your Apple or Google settings and cancel the subscription directly. If you skip this step, you will keep being charged.
Mistake 3: not saving your confirmation email
Roll20's cancellation confirmation email is your proof that you cancelled on a specific date. If a charge appears after cancellation, you will need this email to dispute it with your bank or credit card company. Take a screenshot or forward it to yourself immediately.
Mistake 4: assuming your campaign data is gone
Many users panic after cancelling and think their maps, characters, and tokens have been deleted. They have not. Your entire account stays on Roll20 even after downgrade. You can access and edit everything on the free tier-you just cannot use premium features.
Mistake 5: missing the 15-day refund window
Roll20's refund policy has a hard 15-day deadline. If you wait three weeks to request a refund, you may be denied. Submit your refund request immediately if you think you qualify.
Checklist before and after you cancel
Use this checklist to ensure your cancellation goes smoothly and you protect your consumer rights.
| Task | Before cancelling | After cancelling |
|---|---|---|
| Record your billing date | Check your next renewal date and note it | |
| Export campaign data | Download or screenshot important campaign notes | |
| Take screenshots | Capture your subscription page and current plan | Capture the cancellation confirmation |
| Request refund if eligible | Submit within 15 days of payment date | |
| Monitor your bank account | Check for charges after billing cycle ends | |
| Save confirmation email | Forward to yourself or save as PDF |
What to do if roll20 refuses to cancel or keeps charging you
If Roll20 does not respond to your cancellation request, charges you after cancellation, or refuses a refund you believe you are entitled to, you have escalation options under New Zealand law.
First steps: contact roll20 directly
Send a second support ticket to Roll20, this time citing the Consumer Guarantees Act. Write: "I am entitled to a refund under the New Zealand Consumer Guarantees Act because [reason]. Please respond within 10 business days or I will escalate to the Commerce Commission."
Most companies respond quickly when they see CGA mentioned. If Roll20 still refuses, move to the next step.
Escalate to the commerce commission or disputes tribunal
If Roll20 ignores you or denies your refund, contact the Commerce Commission (comcom.govt.nz) or file a claim with the Disputes Tribunal. The tribunal is free for disputes under NZD $15,000 and does not require a lawyer.
Stopee recommends gathering all your evidence first: cancellation confirmation emails, billing statements, screenshots of your cancelled subscription, and a clear explanation of why you deserve the refund. The Commerce Commission and tribunal will review your case and can order Roll20 to refund you.
You can also contact Citizens Advice Bureau for free guidance on how to file a complaint.
How stopee helps thousands of new zealand consumers cancel subscriptions
Cancelling a subscription should be simple, but companies often hide the process or make refunds unnecessarily difficult. Stopee has helped thousands of New Zealand consumers navigate cancellations, reclaim refunds, and understand their consumer rights.
Whether you are cancelling Roll20, a streaming service, a gym membership, or any other subscription, Stopee provides step-by-step guides, insider knowledge, and links to your consumer protections. We empower you to cancel on your own terms, claim refunds you are entitled to, and avoid dark patterns designed to keep you trapped.
Visit Stopee.com today to find guides for over 100 services and take control of your subscriptions. If Roll20 refuses to cancel or refund, Stopee also provides templates and escalation advice to help you file complaints with the Commerce Commission or Disputes Tribunal.
Your money, your time, your choice-Stopee is here to make cancellation easy.