Manage Roll20

How to cancel roll20 and protect your tabletop gaming experience in south africa

What is roll20 and why you might want to cancel

Roll20 is a browser-based platform that brings tabletop role-playing games, board games and other gaming sessions to life online. It connects you with other players anywhere in the world, offering digital character sheets, interactive maps, dice rolling and built-in voice and text chat so you can run campaigns from your home.

The platform attracts thousands of gamers who appreciate the convenience of remote play. However, you might consider cancelling if you've found the service doesn't match your needs, you're experiencing technical issues, or you simply want to explore other gaming platforms. At Stopee, we understand that cancellation decisions deserve clear, practical guidance.

Key features of roll20

Roll20 users report enjoying drag-and-drop map creation, dynamic lighting effects and character management tools that streamline gameplay preparation. The platform also integrates marketplace content and pre-built adventures that save preparation time for game masters.

Despite these strengths, some users encounter challenges with customer support responsiveness, mobile app stability and billing clarity. When these issues affect your experience, knowing how to cancel smoothly becomes essential.

When cancellation makes sense

You might cancel Roll20 if you've migrated to a different virtual tabletop (VTT) platform, your gaming group has disbanded, or you're frustrated with technical performance. Some players also cancel paid tiers after completing a campaign, downgrading to the Free tier instead of paying for features they no longer need. Stopee helps you understand that cancellation is often the most straightforward path forward.

Your consumer rights in south africa

South African consumer protection law works in your favour when dealing with subscription services. You have specific rights that Roll20 must respect, regardless of their terms and conditions.

Cooling-off rights and statutory protections

Under the Consumer Protection Act 68 of 2008, you have a statutory cooling-off period of five working days when you purchase goods or services online. This means you can cancel a subscription or marketplace purchase within five working days of the transaction date and request a full refund, even if you've used the service.

However, Roll20's published refund policy mentions a 15-day window for marketplace purchases and subscriptions, which is more generous than the statutory minimum. You should rely on whichever period is longer and more favourable to you.

If roll20 refuses your refund request

If Roll20 denies your refund despite falling within the five or 15-day window, you can escalate to the National Consumer Commission (NCC) in South Africa. The NCC has authority to investigate unfair business practices and can force service providers to honour consumer protections. You don't need a lawyer; you simply lodge a complaint on the NCC's website or contact them directly. Stopee recommends documenting all communication with Roll20 before escalating.

Roll20 subscription plans and pricing

Understanding Roll20's pricing structure helps you decide whether paid tiers are worth your investment. Pricing is not currently verified in South African rand, so you'll need to check the official Roll20 account pages for exact amounts in your local currency.

Available plans and features

Roll20 publishes pricing in USD on their billing pages. To see what you're paying in ZAR, log into your account and check your subscription settings, where currency conversion is applied automatically based on your payment method and location.

How to cancel roll20 step by step

Cancelling Roll20 is straightforward when you follow the correct method. Stopee has tested this process and confirms that the website-based approach is the most reliable way to stop billing.

Cancel using the roll20 website (recommended method)

1. Open your web browser and visit the Roll20 website at roll20.net.
2. Log in with your email and password.
   • Warning: If you've forgotten your password, reset it immediately using the "Forgot Password" link before proceeding.
3. Click your account profile icon in the top-right corner and select "Account Settings".
4. Navigate to the "Subscriptions" or "Manage My Subscription" section.
   • This section shows your current plan (Plus or Pro), renewal date and billing amount.
5. Select the "Free" tier from the available plan options.
   • Pro tip: You don't permanently delete your account here. Switching to Free tier stops auto-renewal and future charges but keeps your games, character sheets and uploaded content intact.
6. Confirm your selection by clicking "Downgrade" or "Change Plan".
7. Review the confirmation screen to verify your cancellation is effective.
   • Roll20 will state your current plan remains active until the end of your current billing period, after which you'll move to Free tier automatically.

Cancelling via mobile apps (App store or google play)

Roll20's mobile app has reported stability issues and broken navigation links in recent user reports. The official Roll20 support documentation does not provide clear guidance for cancelling through the App Store or Google Play.

Warning: We do not recommend attempting cancellation through mobile app stores, as the process is unreliable and may fail to stop billing. Always use the website method above for guaranteed success.

If you have subscribed through the Apple App Store or Google Play Store, you may need to cancel the subscription through those platforms directly (Apple Settings > Subscriptions or Google Play > Subscriptions), but we advise also cancelling via the Roll20 website to be certain.

What happens after you cancel roll20

Knowing what to expect after cancellation helps you avoid confusion and ensures you're prepared for changes to your gaming experience. Stopee recognises that this transition period matters to your peace of mind.

Your access during the notice period

When you downgrade to the Free tier, your paid subscription remains active until the end of your current billing cycle. This means you retain access to all paid features (enhanced maps, advanced character sheets, priority support) until that date arrives.

After the billing period ends, your account automatically reverts to Free tier and you lose access to paid-only features. Future charges stop immediately after the final billing date passes.

Your games, campaigns and content

Your campaigns, character sheets, maps and uploaded assets remain in your account after cancellation. You do not lose your games when you downgrade to Free tier.

However, some advanced features tied to paid plans (such as video hosting on Pro tier or certain custom integrations) may degrade or become unavailable. User reports indicate occasional instability and rare data loss events, so Stopee recommends downloading or exporting important game assets before your final billing date passes. Many game masters back up their campaigns to local files or cloud storage as a safety measure.

Communication and notifications

Roll20 typically sends a cancellation confirmation email to your registered address. Pro tip: Keep this email as proof of your cancellation date for your records.

Refund eligibility and how to request your money back

If you've paid for a subscription or marketplace content recently, you may be entitled to a refund under South African consumer law and Roll20's own refund policy. Stopee helps you navigate this process confidently.

Standard refund window and eligibility

Roll20 offers a "no-questions-asked" refund window of 15 days for subscriptions, marketplace purchases and pre-purchased content (such as campaign books or asset collections). This 15-day period is longer than South Africa's statutory five working day cooling-off period, so use the 15-day window.

To qualify for a refund, you must request it within 15 days of the original purchase date and your refund request must be submitted before you've engaged in activity that suggests you've fully "used up" the service or content.

When roll20 may refuse refunds

Roll20 may deny refund requests if they detect patterns they consider abuse (such as purchasing and refunding repeatedly), if you've downloaded or extensively used marketplace content, or if they believe you've violated their terms of service.

User reports indicate refund decisions are sometimes inconsistent; some customers report receiving full refunds without difficulty, while others have experienced denials or long waiting periods for resolution.

How to request a refund from roll20

1. First, downgrade your account to the Free tier using the website method described earlier.
2. Next, gather your transaction details (invoice number, purchase date, amount paid in ZAR or USD).
3. Contact Roll20 support through the official website. Look for a "Contact Support" link or check their help documentation for the support email address.
   • Pro tip: Email is often slower but creates a written record. If you use chat support, take screenshots of the conversation.
4. In your message, clearly state:
   • You purchased a subscription or marketplace item on [specific date].
   • You are requesting a refund within the 15-day window.
   • You have cancelled your subscription to show good faith.
   • Include your invoice number and the exact amount in your currency.
5. Keep copies of all correspondence with Roll20 and note the date you submitted your refund request.
6. Expect a response within 5-10 working days, though some users report longer waits.
7. If Roll20 refuses without justification, escalate to the National Consumer Commission in South Africa with your email thread as evidence.

Common mistakes to avoid when cancelling roll20

Cancelling a subscription can feel stressful, especially when you're unsure whether you've completed the process correctly. Stopee has identified the pitfalls that trip up most players, and we want to help you sidestep them.

Mistake one: attempting cancellation through the wrong channel

Trying to cancel via the mobile app or through app store subscription menus without also cancelling on the Roll20 website often fails to stop billing. Your app store cancellation may not sync with Roll20's backend systems. Always use the website method first.

Mistake two: confusing "downgrade" with "deletion"

When you switch to the Free tier, you downgrade your subscription. You do not delete your account or lose your games. If you want to completely remove your account from Roll20's servers, that's a separate process (often involving a formal data deletion request). For most players, downgrading to Free tier is the goal.

Mistake three: not requesting a refund within the window

Roll20's 15-day refund window closes on day 15. If you wait three weeks to request a refund, you've missed the eligibility window and Roll20 can rightfully refuse. Pro tip: Request your refund as soon as you've downgraded, so there's no ambiguity about timing.

Mistake four: losing track of your billing date

Your subscription doesn't end the moment you downgrade. It ends on your next billing date. Many players downgrade and then are surprised by a final charge days or weeks later. Mark your calendar with your billing date so you can verify that the final charge appears and then stops.

Checklist: ensuring your roll20 cancellation is complete

Use this checklist to confirm you've cancelled Roll20 correctly and protected yourself against future charges.

• I logged into Roll20 on the website (not via app).
• I navigated to my Subscriptions or Manage My Subscription section.
• I selected the Free tier and confirmed the downgrade.
• I received a confirmation email from Roll20 showing the downgrade date and final billing date.
• I marked my final billing date on my calendar.
• I downloaded or exported important game assets and campaigns to local storage or cloud backup.
• If requesting a refund, I submitted it within 15 days of the original purchase date via official channels.
• I kept copies of all cancellation and refund correspondence.
• I verified no charges appeared on my payment method after the final billing date passed.
• If a charge did appear after cancellation should have taken effect, I contacted Roll20 support and lodged a complaint with my bank or payment provider.

Why players cancel roll20 and what they say

Understanding why others cancel helps you feel confident in your own decision. Real user experiences show the common reasons gamers step away from the platform.

Top reasons for cancellation

Players report cancelling Roll20 because they've migrated to alternative VTT platforms (such as Foundry VTT or Owlbear Rodeo), their gaming group ended or moved offline, the mobile app functionality became unreliable, customer support proved unresponsive, or they found the paid tier pricing didn't justify the feature set. Some long-term users also cite frustration with updates that changed the user interface or introduced bugs.

A smaller group cancel after completing a single campaign and realise they don't need the paid tier for casual play. These players often switch to the Free tier rather than fully cancelling, keeping their games accessible.

User sentiment on cancellation experience

Players generally report that cancelling via the website is straightforward and that their cancellation confirmations arrive promptly. However, some users express frustration when they discover they've been billed after attempting to cancel via the app, or when refund requests are delayed or denied without clear explanation.

Stopee has helped thousands of consumers cancel subscriptions they no longer need, and Roll20 cancellations represent a common request. Our readers consistently tell us that having a clear, step-by-step process removes the anxiety around the cancellation process itself.

Roll20 cancellation address and contact details

If you need to contact Roll20 directly regarding your cancellation, account issues or billing disputes, use the mailing address below. This is Roll20, LLC's official headquarters and the address used for cancellations, correspondence and formal complaints.

Official contact information

Roll20, LLC
Henderson, Nevada, USA

For digital contact, use the support channels available on the Roll20 website (support email, help documentation or in-app chat). For formal written complaints or cancellation requests that require documented receipt, you can send correspondence to the Henderson address above via registered mail.

Pro tip: If Roll20's support team doesn't resolve your cancellation or billing issue within two weeks, submit a formal complaint to the National Consumer Commission (NCC) in South Africa. Include copies of all Roll20 correspondence and your cancellation attempts. The NCC has power to investigate and enforce consumer protections across borders for digital services.

Final thoughts: take control of your subscription today

Cancelling Roll20 is a straightforward process when you follow the right steps and know your rights as a South African consumer. Whether you're moving to a different platform, finishing a campaign or simply taking a break from online gaming, you deserve a cancellation experience free from hidden charges, broken links or confusing jargon.

The method outlined in this guide-downgrading to Free tier via the website, confirming your final billing date, and requesting a refund if eligible-gives you control and clarity. Your consumer protections under South African law are real, and the National Consumer Commission exists to back you up if a service provider refuses to honour them.

Stopee is here to empower you at every step. Whether you're cancelling Roll20 or any other subscription, we believe you deserve transparent information, practical guidance and the confidence to stand up for yourself. Stopee has helped thousands of consumers cancel unwanted subscriptions and reclaim their money. Your decision to cancel is valid, and your next gaming adventure-whether on another platform or offline-awaits.