Payments & access
I gave someone free access but they can’t watch
Quick answer
A 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.
Check this first
- 1Find the account
Go to Studio → Management → Users, search their email and read the Plan and Expires columns.
- 2Confirm the grant
In Studio → Management → Payments → Transactions, filter the gateway to Admin grant. The comp is listed with an amount of zero.
- 3Check the event
Open it in Studio → Content → Events and read Access control. A comp gives subscription access, not a ticket.
- 4Check their devices
Ask whether playback is paused with a device-limit message.
Likely cause → fix
| What you find | Likely cause | Fix |
|---|---|---|
| The plan isn’t in the Plan list | It isn’t Visible on pricing page | Switch visibility on, grant the plan, then switch it off again. The grant keeps working. This doesn’t work for a season pass past its End date. |
| They’re offered a ticket | The event is PPE — one-time purchase | Choose Subscription OR PPE for the event. |
| They’re asked to subscribe | The event is restricted to other plans | Add the comped plan under Restrict to specific plans (optional). |
| Playback is paused | The account is over the comped plan’s device limit | They log a device out, or you grant a plan with a higher limit. The highest limit among their plans applies. |
| Nothing under their email | You comped a different account | Grant the plan to the account they sign in with. |
| Access ended early | Expires on was set to a date that has passed | Choose a later date and save. |
The full guide
Did this guide help?