This article provides simple troubleshooting steps to resolve issues you may encounter with Loyalty points. Whether viewers aren't earning points or you're facing inaccuracies with watchtime tracking, these steps can help address common problems effectively.
Q: How do I enable watchtime?
A: Watchtime requires the loyalty system to be enabled. Once loyalty is enabled, it will begin tracking viewers' watchtime.
- Log in to your StreamElements account.
- Click Loyalty > Loyalty settings
- Enable Loyalty by setting the toggle to “Loyalty enabled”
Q: I enabled Loyalty but viewers are not earning points.
A: Ensure that the "Hide gambling" option is disabled in your Twitch settings. You can adjust this setting here.
Note: Points are only granted when the stream is live and to viewers who are visible in the viewers list.
Q: Why is watchtime inaccurate?
A: Watchtime starts tracking from the moment loyalty is enabled. It provides an estimate and may not accurately reflect the exact time viewers spend watching the stream.
If the steps above do not resolve the issue, please contact our support team for further assistance.