I can't leave my campaign, and the session is within 24 hours
If you're trying to leave a campaign and seeing a message that says you can no longer leave because the session is within 24 hours, here's what you need to know.
Why does the 24-hour restriction exist?
StartPlaying has a 24-hour window before a session during which players can no longer leave a campaign on their own. This policy exists to protect GMs from last-minute cancellations that would leave them with an incomplete table.
What if the GM is unresponsive or the links don't work?
The 24-hour restriction was not designed for situations where the GM has failed to hold up their end. If any of the following apply to you, you are still eligible for a refund:
The GM did not show up or respond to your messages
The session links (Discord, Roll20, etc.) are expired or broken and the GM hasn't fixed them
Being unable to leave on your own does not mean you will be charged for a session you couldn't play. It just means the process goes through our Support team instead of being self-serve.
What to do right now
Send the GM a message through the StartPlaying platform explaining the issue (expired link, no response, etc.). Keep it on record.
Take a screenshot of the problem: expired links, unanswered messages, etc.
Contact Support using the chat widget on this page. Let us know:
The GM's name and the adventure name
The scheduled date and time
What happened (links not working, GM not responding, etc.)
That you'd like a refund if the session cannot be resolved
We prioritize these cases when a session is imminent or has already passed.
What about the charge?
If you were not yet charged, we can work with you to prevent the charge from processing.
If you were already charged for a session you didn't play, we will issue a refund either as site credit or back to your original payment method.
See also: Refund Policy and When are players charged?
After the session
If this all happened outside of support hours and you couldn't reach us in time, don't worry! You can still contact us after the session date. We will review the case and make sure you're taken care of.
Contact Support through the chat widget on this page. Our Support Goblins are available Monday–Friday, 9 AM–6 PM EST.