8 answers
Viewers who paid but can’t watch, missing payment options, codes, refunds, season passes, trials, comps and form fees.
- 01A viewer paid but still sees the paywallMost often the account is over its plan’s device limit, or the purchase never confirmed because the buyer didn’t come back to your site after paying. Check their devices first, then the payment’s status in the Studio.
- 02A payment option is missing at checkoutCheckout hides any provider that isn’t fully set up, is switched off, can’t take your site’s currency or can’t renew the plan being bought. Start with that provider’s card in Gateways.
- 03A discount code won’t workA code is refused when it’s inactive, expired, used up or not set for the plan being bought. Codes work on subscription plans and, when you allow it, one-off form fees, never on tickets or store orders.
- 04How do I refund a payment?Refund it in your Stripe, PayPal or Square dashboard: the Studio has no refund button. Your platform isn’t told about the refund, so update access or the order yourself afterwards.
- 05Season pass holders suddenly lost accessA fixed-window pass stops playing for every holder once its End date passes, and the platform takes it off your pricing page by itself. If the date was wrong, move it later and paying buyers get access back.
- 06My free trial isn’t showing at checkoutTrials need Stripe, a Recurring plan with Free trial (days) filled in, and a viewer who hasn’t had that plan before. Anyone who has held the plan pays from the start.
- 07I gave someone free access but they can’t watchA comp is a plan like any other, so the event has to accept that plan and the account has to be within its device limit. Also check you granted it to the account they actually sign in with.
- 08An applicant can’t pay a form feeA fee needs a connected provider that takes your site’s currency, and a monthly fee can only be paid with Stripe. An unpaid submission waits as Awaiting payment, and the applicant can submit the form again.
Quick questions
Yes, if you’re taking real money. The label shows while that provider’s Environment is SANDBOX, where real cards don’t work. In Studio → Management → Payments → Gateways, set it to LIVE, paste your live keys, save and click TEST CREDENTIALS.