A viewer paid but still sees the paywall
Most 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.
Check this first
- 1Confirm the account
Ask which email address they’re signed in with. Search for it in Studio → Management → Payments: Transactions for plans, Event PPE for tickets. A purchase made on another account doesn’t unlock this one.
- 2Read the status
Completed or Paid means access was granted. Pending means the purchase was never confirmed. Failed means the provider didn’t confirm a payment.
- 3Ask what the player says
A device-limit message means the account is signed in on too many devices. An offer to subscribe or buy a ticket means their purchase doesn’t cover this item.
- 4Check what the event accepts
Open the event in Studio → Content → Events and read Access control. A PPE — one-time purchase event needs a ticket even from subscribers, and Restrict to specific plans (optional) can leave their plan out.
- 5Check the dates
A ticket’s Access window (hours) starts when it’s bought, not when you go live. A season pass only plays between its Start date and End date.
Likely cause → fix
| What you find | Likely cause | Fix |
|---|---|---|
| The player shows a device-limit message | The account is signed in on more devices than its plan allows | The viewer logs a device out under Devices on their account page. Playback resumes straight away. |
| The payment is Pending | The buyer closed the payment page, or lost their connection, before returning to your site | Look the payment up in your provider’s dashboard. If money was taken, refund it there and ask them to buy again. |
| No payment under their email | They paid while signed in to a different account | Ask them to sign in with the account that paid. |
| A ticket bought days early has stopped working | Its access window ran out before the event | They can buy again. Refund the first ticket in your provider’s dashboard if you choose, and lengthen the window for future sales. |
| A season pass holder can’t watch yet | The pass’s Start date hasn’t arrived | Expected. Access opens on the Start date for every buyer. |
| A subscriber is offered a ticket | The event is ticket-only, or restricted to other plans | Choose Subscription OR PPE, or add their plan under Restrict to specific plans (optional). |