Payments & access
Season pass holders suddenly lost access
Quick answer
A 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.
Check this first
- 1Open the plan
Go to Studio → Management → Subscription Plans and open the pass. Check its Start date and End date, which use your site’s timezone.
- 2Confirm the billing type
A Fixed window (start/end dates) pass ends for everyone on the same day. A Recurring plan ends separately for each buyer.
- 3Check Visible on pricing page
Once a pass ends, Visible on pricing page switches off by itself, so nobody can buy it.
Likely cause → fix
| Situation | What happened | Fix |
|---|---|---|
| The season is over | The pass ended on schedule | Create a new pass for next season and announce it. |
| The End date was set too early | Everyone lost access when that date passed | Choose the correct End date, switch Visible on pricing page back on if you still sell it, and save. Buyers can watch again straight away. |
| After you fix the End date, someone you granted the pass to is still locked out | Staff grants closed when the pass ended, and they don’t reopen | Grant it again in Studio → Management → Users with a new Expires on date. Switch Visible on pricing page on first, or the pass isn’t in the Plan list. |
| Holders can’t watch before the season | Access opens on the Start date | Expected. Move the Start date earlier if they should see pre-season content. |
| A viewer can’t buy the pass any more | Ended passes are hidden from sale | Point them to your current plans. |
The full guide
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