All docs

Troubleshooting

Fixes for the most common issues with going live, uploads, playback, sign-in, payouts, and comments.

Audience: Creators Status: User Guide

This guide covers the issues creators hit most often and how to resolve them. If your problem is not here, reach support from Help & Support → Support in the dashboard, or email [email protected].

Going live

Your software cannot connect.

  • Confirm the server URL begins with rtmps:// and the stream key is copied in full, both taken from Content → Go Live → Credentials.
  • Check that a firewall or VPN is not blocking the connection.
  • Going live requires a verified email. If it is blocked, confirm your email from Settings → Account.

Dropped frames or buffering while you stream.

  • Lower your bitrate, then your resolution, in your streaming software.
  • Switch to a wired connection and close other apps using your upload bandwidth.

Your stream key may be exposed. Regenerate it from the Credentials view. Anyone with the key can broadcast to your channel.

See Live Streaming for full setup.

Uploads

  • An upload stalls or fails. Uploads are resumable, so try again and let it pick up where it left off. Very large files take longer.
  • A video is stuck processing. After upload, video is processed into streaming quality automatically, which usually takes a few minutes. Give it a moment and refresh.
  • You cannot set a thumbnail from a file. Thumbnails are chosen by picking a frame from the video at a timestamp, not by uploading an image.
  • You are out of room. Storage and delivery are metered by plan. Check the Pricing page for your allowance and add-ons.

See Uploading and Managing Video.

Playback

  • Viewers cannot watch an episode. Confirm it is published, not a draft, and that its access mode matches who you expect to watch. See access modes in Pricing Your Content.
  • Quality looks low or shifts. Playback uses adaptive streaming and adjusts to each viewer’s connection automatically.

Sign-in and account

  • You cannot sign in. Use the password reset link on the login page.
  • A verification email did not arrive. Open Settings → Account to resend it, and check your spam folder.
  • A sensitive action is blocked. Going live, connecting payouts, and requesting a payout require a verified email. Confirm yours from Settings → Account.

Payments and payouts

  • You cannot request a payout. Connect your Stripe account under Monetization → Payouts and complete the steps. A verified email is required first.
  • Earnings look off. Earnings are shown net of the platform fee. See Creator Revenue and Payouts for how the ledger works.

Comments and community

  • A comment is not showing. New comments can be held for review. Approve or reject them under Community → Moderation. See Community Moderation.

API access

  • A request returns 401. Send your key as Authorization: Bearer tcsk_.... Keys are shown once at creation; if yours is lost or leaked, revoke it under Settings → API Keys and create a new one.
  • A request returns 402 upgrade_required. The route needs a higher API tier than your plan includes. Basic (catalog and usage) comes with Standard and above; Advanced (audience analytics) with Pro and above.
  • A request returns 429. You hit the per-key rate limit; wait the number of seconds in the Retry-After header.

See Integrations and API Access for the full API guide.