Cancel Roll20: Step-by-Step Guide

How to cancel your Roll20 subscription and stop paying for virtual tabletop tools

Why you might want to cancel Roll20

Roll20 is a browser-based virtual tabletop platform that lets you run tabletop role-playing games online with friends and gaming groups across the world. The service provides digital maps, character sheets, dice rolling tools, token management and access to a marketplace where you can purchase adventure modules and digital assets. Many gaming groups in Ireland use Roll20 to host weekly sessions, share campaign materials and collaborate without needing everyone in the same physical location.

The platform operates on a freemium model, offering a free tier for casual players alongside paid subscription tiers that unlock expanded storage, advanced lighting effects, API access and professional tools for game masters. If your gaming group has disbanded, you have switched to a competing platform, your budget has changed or you simply are not using the service enough to justify the monthly cost, cancelling your subscription is your right and Tocancel can walk you through it.

Understanding roll20's subscription tiers and what you pay

Roll20 offers multiple subscription levels designed for different users and playstyles. Knowing which plan you are on helps you understand your cancellation options and refund eligibility. Below is a snapshot of the typical subscription structure for Irish users paying in EUR.

Annual billing options typically offer a discount compared to monthly payments, so if you are on an annual plan, your cancellation timing will affect any refund eligibility. Always check your account settings to confirm whether you are billed monthly or annually before you submit a cancellation request to Roll20.

Common reasons to cancel your subscription

Your reasons for cancelling are valid, whether your gaming group has stopped meeting, you have switched to a different platform, your budget no longer allows for the subscription, or you are simply not using the service enough to justify the ongoing cost. Many Irish players cancel after running a single campaign or when life circumstances change. Others downgrade from a paid tier to the free plan to retain access without ongoing charges.

Whatever your reason, cancelling is your choice, and you have legal protections to back you up. Tocancel is here to help you understand those rights and take confident action.

Your consumer rights when cancelling a subscription in ireland

Ireland's Consumer Rights Act 2015 and the Distance Selling Directive give you strong legal protections when you cancel a digital subscription like Roll20. Understanding these rights empowers you to cancel with confidence and pursue a refund if the company refuses to cooperate.

What the consumer rights act 2015 means for you

The Consumer Rights Act 2015 protects you when you enter into a contract with a business like Roll20. The law says that the business must make the cancellation process clear, transparent and easy to use. If Roll20 makes it deliberately difficult for you to cancel or fails to inform you of your cancellation rights at the point of purchase, you have grounds to escalate your complaint to the Office of the Director of Consumer Affairs and Fair Trading (ODCAFT).

Your legal position is this: Roll20 must honour your cancellation request without unreasonable delay, usually within 14 days of receiving it. The company cannot impose hidden charges, demand excessive personal information, or require you to complete unnecessary steps to cancel. If it does, you can file a formal complaint with ODCAFT, which has the power to investigate and enforce penalties against Roll20.

The 14-day cooling-off period explained

If you are within 14 days of first purchasing or renewing your subscription, you have a statutory right to cancel without penalty and receive a full refund, provided you have not used a substantial portion of the service. This 14-day cooling-off period is a key protection that Roll20 customers in Ireland must be aware of.

Importantly, the cooling-off period starts from the date you purchase or renew, not from the date you first log in or use the service. If you subscribe to Roll20 and realise within 14 days that it is not right for you, contact Roll20 immediately to request a full refund. The company must process your refund within 14 days of receiving your cancellation notice, typically by the payment method you originally used.

What happens if Roll20 refuses to cancel or refund

If you submit a cancellation request and Roll20 refuses, ignores you, or delays beyond 14 days without a valid reason, you have escalation options. First, send a written cancellation request by email to Roll20's support team with a clear subject line: "Cancellation Request". Keep a copy of your email and any response.

If Roll20 does not respond within 14 days or refuses your cancellation without a lawful reason, contact the Office of the Director of Consumer Affairs and Fair Trading (ODCAFT). ODCAFT can investigate the company's conduct, demand they honour your cancellation and potentially impose fines on Roll20 for breaching Irish consumer law. You do not need a lawyer to file a complaint with ODCAFT; the process is free and designed for consumers like you.

Your right to cancel is backed by law, and Tocancel strongly recommends you document every step so you have evidence if you need to escalate.

How to cancel your Roll20 subscription step by step

Cancelling your Roll20 account requires you to access your account settings and navigate to the subscription section. Follow these steps in order to ensure your cancellation is processed correctly.

Step-by-step cancellation process

1. Log in to your Roll20 account
   • Visit roll20.net in your web browser.
   • Enter your email address and password.
   • If you have two-factor authentication enabled, complete that step.
2. Navigate to your account settings
   • Click on your user name or avatar icon in the top right corner of the page.
   • Select "Account" from the dropdown menu that appears.
3. Find your subscription settings
   • Scroll down to the "Subscription" section on your account page.
   • You will see your current plan, billing cycle (monthly or annual) and renewal date.
4. Click the cancel option
   • Look for a button or link that says "Cancel subscription" or "Manage subscription".
   • Click it to open your cancellation options.
5. Confirm your cancellation
   • Roll20 will ask you to confirm your cancellation and may offer a discount to keep you on the platform.
   • You can ignore this offer and proceed with cancellation if you have decided to leave.
   • Click the final "Confirm cancellation" button.
6. Verify your cancellation
   • You will see a confirmation message on screen.
   • Check your email for a confirmation receipt from Roll20 within a few minutes.
   • Keep this email as proof of your cancellation request.

After you complete these steps, your subscription will be cancelled at the end of your current billing cycle. You will retain access to your account and campaigns until that date, after which your free tier access will remain available if you wish to keep playing without a paid subscription.

What if you cannot find the cancel button

If you have followed the steps above and cannot locate a cancel option, contact Roll20's support team directly. Send an email to their support address with the subject line "Subscription Cancellation Request" and include your account email address. Roll20 is legally required to respond to cancellation requests, even if their website interface makes it difficult to find the button.

Tocancel recommends sending this email from the same address you used to register your Roll20 account, as this speeds up verification. Keep a copy of your email and any response, as this is your evidence of your cancellation request if you later need to escalate to ODCAFT.

Refund eligibility and timeline after cancellation

Understanding when you are entitled to a refund and how long it takes to receive one helps you plan your finances and know what to expect.

When you qualify for a refund

You are entitled to a full refund if you cancel within 14 days of your subscription purchase or renewal and have not used a substantial portion of the service. "Substantial use" is not clearly defined in law, but generally means if you have accessed Roll20 multiple times, created campaigns, and actively used the platform, you may not qualify for a refund unless you paid for a longer period than you used.

If you cancel outside the 14-day window, you are typically not entitled to a pro-rata refund (a refund for unused time) because you are cancelling a subscription, not a one-time purchase. However, Roll20 may offer a one-time courtesy refund at their discretion. Always ask, because some companies will refund you if you have not used the service or used it only minimally.

If you are within the 14-day cooling-off period, request your refund immediately by including the phrase "I am requesting a refund under the 14-day cooling-off period provided by the Consumer Rights Act 2015" in your cancellation email.

Timeline for receiving your refund

Roll20 must process your refund within 14 days of receiving your cancellation request. The refund will be returned to the payment method you originally used (credit card, debit card, PayPal, etc.). Your bank may take an additional 3 to 5 business days to credit the funds to your account, depending on your financial institution.

If 14 days have passed since you submitted your cancellation request and you have not received a refund, contact Roll20's support team again and reference your original cancellation email. If Roll20 still refuses to refund you and you are within the 14-day cooling-off period, file a complaint with ODCAFT immediately. Tocancel has helped thousands of consumers recover refunds by escalating to the relevant consumer authority, and you can too.

Common mistakes to avoid when cancelling Roll20

Cancelling a digital subscription is straightforward, but small errors can delay your refund or create confusion with the company. Here are the pitfalls to avoid so your cancellation goes smoothly.

Mistake 1: not saving your cancellation confirmation

After Roll20 confirms your cancellation, take a screenshot of the confirmation message and save the confirmation email. If the company later claims they never received your cancellation request, you will have proof that you submitted it on a specific date and time. This is your strongest evidence if you need to file a complaint with ODCAFT.

Mistake 2: cancelling before downloading your campaigns

Once your paid subscription ends, you may lose access to certain features or assets you created during your subscription period. Before you cancel, download or export any campaigns, character sheets, maps or assets you want to keep. Roll20 allows you to export campaigns in standard formats so you can import them into another VTT if you switch platforms.

Mistake 3: confusing cancellation with account deletion

Cancelling your subscription is not the same as deleting your account. When you cancel your subscription, your account remains active and you can still use the free tier. If you want to completely delete your account and all associated data, you must request account deletion separately. Tocancel recommends deciding first whether you want to keep your account on the free plan or delete it entirely.

Mistake 4: paying for another month after cancellation

If you cancel mid-cycle, you will still have access to your paid features until the end of your billing period. Do not make a new payment or upgrade your plan after you cancel, as this may restart your subscription. If you accidentally reactivate your subscription, contact Roll20 immediately and request a refund under the cooling-off period if you are still within 14 days.

After your cancellation: what happens next

Cancelling your subscription can feel bittersweet if you have invested time in campaigns and characters on Roll20. Knowing what to expect after your subscription ends helps you plan your next steps.

Access and features after cancellation

Once your paid subscription ends, you will retain access to your Roll20 account using the free tier. The free plan includes core VTT features, but you will lose access to advanced features like dynamic lighting, expanded storage and API access. Your existing campaigns, character sheets and maps will remain in your account, but you may not be able to edit them if they were created using paid features.

If you are the game master of a campaign, you can continue running sessions on the free tier, but your players will see the limitations of the free plan. If you are a player, you will retain access to your character sheet and can join other campaigns hosted by game masters on paid plans.

Switching to a competing platform

Many Irish gaming groups switch to platforms like Foundry Virtual Tabletop, Fantasy Grounds or Owlbear Rodeo after leaving Roll20. Before you delete any campaigns, check whether your new platform has an import tool for Roll20 campaigns. Most modern VTTs allow you to export campaigns as JSON or XML files and import them into another system, preserving your work and saving you time setting up new campaigns.

Tocancel recommends testing your new platform with a simple campaign before you delete everything from Roll20. This way, if something does not import correctly, you still have your original campaigns as a backup.

Comparison of what you lose and keep when you cancel

Before you cancel, review what features and access you will lose and what you can keep. The table below compares your access before and after cancellation.

Review this table before you cancel to ensure you understand what you will lose. If losing dynamic lighting or expanded storage would severely impact your games, consider downgrading to the free tier first and see whether you can adapt your style before cancelling completely.

How tocancel can help you cancel with confidence

Cancelling a digital subscription can be confusing, and many companies make it deliberately difficult to discourage you from leaving. Tocancel.com exists to help you understand your rights and take confident action. Whether you need clarification on the Consumer Rights Act 2015, help drafting a cancellation email, or guidance on escalating to ODCAFT if Roll20 refuses to cooperate, Tocancel provides straightforward, plain-language advice.

Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover refunds they were owed. You have the same rights as every other consumer in Ireland, and Tocancel is here to make sure you exercise them. If Roll20 gives you trouble or you are unsure about any step in the cancellation process, visit Tocancel.com for free guidance and support.

Key checklist before and after cancellation

Use this checklist to ensure you have covered all the important steps before you cancel Roll20.

Complete every step on this checklist before you consider your cancellation final. This protects you and ensures you have evidence if you need to contact ODCAFT later.

Contact information if Roll20 refuses to help

If Roll20 ignores your cancellation request, refuses to process it or denies you a refund you are entitled to, here is how to escalate your complaint.

Roll20 support contact

Before you escalate to ODCAFT, contact Roll20's support team one more time with a formal written request. Send an email to their support address with the subject line "URGENT: Subscription Cancellation and Refund Request Under Consumer Rights Act 2015". Include your account email, the date you originally requested cancellation, and a clear statement of what refund you are entitled to. Keep a copy of this email.

Office of the director of consumer affairs and fair trading (ODCAFT)

If Roll20 does not respond within 14 days of your email, or refuses your refund request without a lawful reason, file a formal complaint with ODCAFT. You can make a complaint online at www.ccpc.ie (the Competition and Consumer Protection Commission, which administers consumer law in Ireland) or by post to the following address:

Competition and Consumer Protection Commission
New Wapping Street
Dublin 8
Ireland
Phone: 01 402 5555
Email: [email protected]

Include your cancellation email, the confirmation from Roll20 (if you received one), your refund request and dates of all communications. ODCAFT will investigate on your behalf at no cost to you.

Final thoughts: you have the right to cancel

Cancelling your Roll20 subscription is your legal right as a consumer in Ireland. The Consumer Rights Act 2015 protects you, and the company must honour your cancellation request without unreasonable delay. Whether you are within the 14-day cooling-off period or cancelling after months of use, you can end your subscription with confidence knowing the law is on your side.

Follow the steps in this guide, save your confirmation emails, and if Roll20 refuses to cooperate, escalate to ODCAFT without hesitation. Tocancel has helped thousands of consumers cancel subscriptions and recover refunds, and your situation is just as valid and resolvable. Visit Tocancel.com today to explore your options and take confident action towards cancelling your subscription.