No access to premium content after payment

Yo yo! (@rorie seems to be the one to tag here)

Seems I payed for a monthly subscription (with a card, not through PayPal) and - after refreshing page, logging out and in, and quitting and restarting Chrome - I'm not being recognized as a member. I got the key in the email and everything, and when I go to my account it shows my subscription key. Any idea what's going on?

Thanks a bunch! Stoked to be a subscriber! Now to catch up on some videos on my day off...

@scottthepilgrim: Hey there,

Sorry to hear about that. Sometimes the system just needs a kick in the pants. I manually updated you and saved your account, so you should be good to go. Thanks for being a subscriber!

No worries, dude! Thanks a bunch!

I'm having the same problem. Subscribed through the site, not paypal. Tried logging out and clearing browser cache. Still no access to premium videos :/

@quasigoodandy: Is that still happening to you? It looks like you have the plaque now.

@rorie: Is this problem being worked on by the engineering team? Or is it just some inherent side effect to how the payment system is hooked up?

@thunderslash: We're moving to a new payment processor in the next few weeks, so I'll probably just handle any issues manually until that's done. I'm sure the new system will have its own suite of bugs but it'll probably obviate any current bugs when the hookup for that is finally complete.

I'm having this problem too. Just subscribed to premium and I don't have any premium access.

I just subscribed as well and need a manual update please :)

Ha, did you subscribe to see Dan Ryckert play world of warcraft? I'm figuring that's got to be worth something.

Interesting. I used the promo code that was emailed me and it looks like my account upgraded. So that might be a workaround.

@nicknacknob: Hmm, I'm trying to save your account but I'm not sure that it's working. Try logging out and logging back in and see if that unlocks the premium stuff for you.

@hcaryan: yasss hahaha I really want to see how he will react!

@rorie: ah I just did and it works! I should have done that from the beginning haha. thank you!

Guess I'm not alone, I figured it would just take a few days but I subscribed and don't have any premium access yet either.

E: subscribed through the site, not PayPal. Dunno if I need to tag @rorie on this or not, new to the forums.

I'm having the same issue. Would appreciate the manual magic.

@deathfyre13: Sorry about that! Try logging out and back in if it doesn't appear shortly.

Hey Rorie, would you be able to check on mine, still hasn't updated yet

I, too, am having this issue. Please switch me over when you can. Sorry for the inconvenience!

e: Nevermind - for some reason, it fixed itself.

@rorie: Can you check up on my account as well? I'm having the same issue as OP. Thanks!

@leej: Sorry duder! Should be hooked up now.

I'm having the same problem wanted to support Dan and his transfer over to GB but can't watch him torment people with Mario Party.

@akere: Try watching now! Or logging out and back in if it's still not working.

@rorie: Thanks! Works great!

@rorie Count me in as another who has this issue. Subscription key and billing history are all good but I can't access premium content.

I'm having this issue as well. I paid for premium, but can't watch the videos.

@adn89 said:

You guys should have access now. A real fix for this is in the works.

Same problem, just re-subscribed and logging out didnt fix anything.

Hey Rorie, it happened to me now too. Just re-subbed after ending my subscription in April, but so far no dice on the premium access.

I just subscribed and can't get it to work either :(

all good here now, thanks!

@tylambert86: @capnqwark: Sorry about that! Hooked both of you up.

Hey @rorie, you mind checking mine out when you get the chance? Same issue, signed up an hour ago and tried the log-out/log-in feature. My billing info shows I'm a subscriber but still get all the locks :( I desperately need to see that Mario Party video... Thx man!

@reallionheart: should be good now. Sorry about that!

Awesome, thanks.

@rorie I wanted to just tack on to this thread but it's kind of the exact opposite problem. I let my subscription lapse for about a week without knowing it because I still had full access to the awesome premium content (Not to say other content is less awesome there is just more awesome available to view). I remembered getting an email warning about renewing and checked my renewal date. I somehow was watching premium content without renewing. I've renewed now so I can't provide you guys a repro but I wonder if somehow I got a bug with my account.

There's a bit of a grace period at the end of a subscription period just in case someone's card is declined and they have to update it. It's around a week.

Same issue here settings page hows my account as monthly premium but videos say I need a premium membership still. Love the random looking premium content thats been getting even more frequent since Dan joined so decided to try monthly out, if Its good I'll be going for an annual subscription

Hey I'm having the same issue as the original poster. Paid via card, got the acceptance email, but no access to premium stuff yet. I appreciate the system might just take a few days to recognise me but if I could get a manual update that would be great. Eager to see the stuff I've been missing.

Same here - account page shows as Premium Monthly with a subscription key, but still getting "this video is only available to subscribers" :-(

Used a card, not Paypal, and logged out and back in with no luck.

Admittedly I only subscribed about 10 minutes ago - maybe I'm just too used to most things being instant on the web these days :-)

I am experiencing this exact problem at the moment!

Any help would be super-duper!

I'm having the same problem. Please help thanks.

@chewok411: Hey, I'll flip you on in a bit. Have you ever subscribed in the past?

A few troubleshooting ideas:

1. Insure your payment has been processed. You should receive an email once this happens.
2. Sign out, clear browser cache, close and reopen your browser and then sign back in to Giantbomb.
3. Check your account status by going to "Billing" under account options. It should say "Premium Monthly / Yearly"
4. If you don't receive an email about payment or see a change in your account status then email support.

Hello, I'm a new subscriber as well and I am unable to access premium content. Whenever I try to click the subscriber videos it says I need to upgrade my account when I already did. I really enjoy Giant Bomb and look forward to watching your videos. Thanks so much!

Im having the same problem if i can get some help please???

You should be set now. Sorry for the trouble.

@laika:

I just signed up with the PAX deal. No premium for me yet either... Should I be doing something with this key code?

The issue is on our end, sorry. Should be set now.

@laika Another new PAX-deal signup here, got my key and the billing page says I'm Premium, but no dice on the content. I left it to cook overnight but no luck on that front either.