Resolving Gated Content Issues

There may be instances when a viewer is unable to access Gated Content on Collections due to technical issues. This article identifies some of the most likely occurrences and provides a recommended resolution path for each scenario.


Note: We encourage all creators to establish their own refund policy so that passholders are aware of the terms of their purchase in the instance that any of the following scenarios arise. Stripe and Switcher fees are nonrefundable, so please take this into consideration when creating your refund policy.


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Livestream Technical Issues or Cancellation

If you experience technical difficulties on site such as internet connectivity or device issues that impact the production of a Gated Content livestream, or in the instance that you need to cancel your event, you may want to refund your viewers for their pass purchase. To learn how to issue a refund, read How to Refund a Pass Purchase.


Note: For more information on fees associated with each transaction, read the Gated Content Fees section of How to Use Gated Content With Switcher Player.

Passholder is Unable to Access a Previous Purchase

If a passholder has previously purchased and had access to your Gated Content but is now experiencing the paywall, they can restore access by clicking Restore Purchase in the info panel of the Collection. The viewer can then enter their email address to receive a link that will grant access to their previous pass purchase.

Collection Player Issue During Livestream

If you suspect a Collection issue is the cause, please reach out to our support team at support@switcherstudio.com to resolve the issue. If the Collection is identified as the cause of the issue, our team will work to restore services promptly.

Recorded Content Playback Issue

If a viewer has an issue accessing a Gated Content uploaded video or previous livestream, ensure that they have entered a valid email address and payment information. If you have verified that the viewer has completed the purchase properly but is still unable to access the Gated Content, please reach out to our support team at support@switcherstudio.com.

Viewer Device or Connection Issue

If a passholder has an issue viewing a Gated Content livestream due to the viewer's device or internet connection, it is the creator's discretion to issue a refund. Read How to Refund a Pass Purchase to learn how to issue a refund in Stripe.

How to Refund a Pass Purchase

If you choose to refund a viewer for their pass purchase, you can do so following the steps below in your Stripe dashboard. Please keep in mind that Stripe and Switcher fees are nonrefundable if you choose to refund a full ticket amount.


Note: For more information, check out Refund and cancel payments in Stripe's support site.


To issue a refund:

  • Go to your Stripe Dashboard.
  • Find the payment you want to refund in the Payments page.
  • Click the overflow menu (•••) to the right of the payment, then select Refund payment.
  • By default, you’ll issue a full refund. For a partial refund, enter a different refund amount.
  • Select a reason for the refund. If you select Other, you must add a note that explains the reason for the refund.
  • Click Refund.

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