FAQ
This section is useful for creators using Partner Network. If you’re a game developer or publisher running campaigns, refer to the FAQs for partners. Here you’ll find short answers to common questions about your creator account. For step-by-step instructions, refer to the documentation links in the answers below.
Choose a category to find answers to your questions:
- Get started — information about registration, connected social media accounts, and how Partner Network works.
- Campaigns — information about applying for campaigns, application statuses, and purchase tracking.
- Account verification — information about identity verification, required documents, and data handling.
- Tips — information about connecting PayPal, accepting tips from viewers, and transaction fees.
- Payouts — about payout methods, processing times, and your balance.
- Statistics — information about tracking your channel performance and earnings.
- Creator Site and storefront — information about your public page, storefront, and promo codes.
- Chatbot — information about chat commands, moderation, and the loyalty program.
- Overlay — information about overlay setup, alerts, and layers.
- Collaborators — information about granting other users access to your account.
If you haven’t found an answer to your question, contact our support team or use the in-product Chat button. Include a description of the issue and, if possible, a screenshot.
Get started
How does Xsolla Partner Network work?
Xsolla Partner Network connects creators with game developers, publishers, and brands through campaigns. Depending on the campaign, you can:
- Join key campaigns to receive game keys in exchange for creating content.
- Join revenue share campaigns to promote a game using your tracking link, storefront, or promo codes, and earn a share of attributed purchases.
You can also use creator tools – like your chatbot, and overlay – to promote campaigns and engage your audience across different channels.
What is a revenue share business model?
A revenue share model allows creators to earn a percentage of sales generated through their tracking links, storefronts, and promo codes. For example, if a campaign offers a 30% revenue share and a game costs $10, the creator earns $3 for each eligible purchase.
What are the registration requirements?
To register for the Partner Network, you must:
- be at least 13 years old (if you’re under the age of majority in your jurisdiction, a parent or legal guardian must consent)
- provide accurate and complete registration information
- connect at least one supported social media account (YouTube, Twitch, TikTok, or X)
There is no minimum number of followers or subscribers required to register.
Which social media platforms are supported?
Partner Network supports YouTube, Twitch, TikTok, and X.
Why do I need to connect social media accounts?
Connecting a social media account helps verify your identity. We ensure your data security and only send necessary messages.
Connecting your accounts also determines which campaigns you can apply to. Each campaign sets its own requirements — such as platform, follower count, or recent activity — and your connected accounts are checked against them automatically. If you don’t meet a campaign’s requirements on any connected platform, you won’t be able to apply to it. You can connect multiple social media accounts, and you only need to meet the requirements on one of them, so connecting all the platforms you actively use gives you access to more campaigns.
How do I delete my account?
Please contact our support team using the email you used to register your account.
Campaigns
Why hasn’t my application been reviewed yet?
Campaigns are reviewed by the organization running the campaign — review times vary depending on the campaign and the reviewing organization. If your application is approved, you’ll receive an email notification. Either way, your application status will update in Campaigns > My campaigns section. Our support team can’t provide updates on the review process.
Does meeting the campaign requirements guarantee approval?
No. Meeting the campaign requirements allows you to apply, but doesn’t guarantee approval. Applications are reviewed by the organization running the campaign.
Why was my application declined?
Campaign approval is determined by the organization running the campaign, and isn’t guaranteed, even if you meet the campaign requirements. Some campaigns also have a limited number of available rewards or game keys, so not every application can be approved.
###Can I reapply for the campaign after being declined?
No. If your application to a campaign is declined, you won’t be able to apply to that same campaign again.
Can I apply for other campaigns after being declined?
Yes. A decline for one campaign doesn’t affect your eligibility for others. Each campaign is reviewed independently by the organization running it, as long as you meet that campaign’s requirements.
How does purchase tracking work?
Purchases are attributed to you when a user completes an eligible purchase through the tracking link, storefront, or promo code provided for your campaign.
What should I do with a game key if I already own the game?
Game keys are subject to the campaign agreement. If you already own the game, review the campaign terms before using or transferring the key. Some campaigns prohibit distributing game keys to other users.
Account verification
What is account verification?
Account verification is a check that confirms your identity. It’s usually completed once, although in some cases you may be asked to verify your identity again to keep your information up to date. Once verified, you can apply to revenue-share campaigns and withdraw your earnings through additional payout options. Verification is handled by Sumsub, an independent third-party identity verification provider trusted by more than 4,000 businesses worldwide.
Why is Xsolla introducing this?
Verification supports two goals:
- Expanded payout options. Xsolla Partner Network integrates with new third-party payout partners, expanding the list of supported countries and payout methods. As new integrations become available, payout speed and minimum payout thresholds are expected to improve.
- Platform security. Verification reduces the number of fake and abusive accounts, protecting creators and their campaigns.
Do I need to verify right now?
No. You can continue using Partner Network as usual. You’re receiving this information in advance so you have time to complete verification before your next earning campaign or payout.
When will I be asked to verify?
You’re prompted to verify only when you take an action tied to earnings:
- applying to a revenue-share campaign
- applying to a paid (fixed-fee) campaign
- requesting a payout
You can also start verification at any time.
I’ve verified — do I have to do it again?
In some cases, yes. You may be asked to verify your identity again in the following situations:
- Your personal information changes. If you legally change your name or other information used during verification, you’ll need to update your records, contact our support team. We’ll help you update your information and, if necessary, complete verification again.
- Additional verification is required. From time to time, Xsolla may ask you to re-confirm your details to keep your account up to date or complete additional verification. This isn’t tied to anything you did — it’s a routine check we apply to all verified creators.
If re-verification is required, you’ll receive a notification with instructions. The process is similar to the one from the first time.
Do I need to pay for the account verification?
No. Account verification is free for creators.
Can I apply for a revenue-share campaign before I verify?
Yes. When you click Apply, a one-time message informs you that verification is required to receive payouts, and asks you to confirm you understand. You can apply and participate in the campaign, but earnings are held until verification is complete.
What do I need to provide for verification?
- A photo of a government-issued ID — passport, driver’s license, or national ID card.
- A device with a camera (phone or webcam) to capture a selfie.
The Sumsub flow guides you through each step.
How long does the verification process take?
The verification process takes about 5 minutes to complete. Most creators receive a result within a few minutes. In rare cases, the review can take up to 24 hours.
Can I do the account verification on my phone?
Yes. A phone is generally the easiest option for capturing a clear ID photo and selfie.
Why do my account verification, tax interview, and payout method need to match?
Payouts rely on three connected steps: account verification, the tax interview, and the payout method. The personal information across all three must match — same legal name, same date of birth. Payout partners and tax authorities require consistent identity information across all three steps before a payment can be processed.
What if my name on the ID doesn’t match my Xsolla account?
Update your Partner Network profile to match your current legal ID before submitting it for verification. If your name has changed after verification due to marriage or other legal reasons, contact our support team.
I use a stage name or handle — does that matter?
No. Your public profile, channel, and content can continue using your stage name. The matching requirement applies only to legal-name fields for verification, tax, and payout.
Who is Sumsub and where are they based?
Sumsub is a third-party identity verification provider:
- founded in 2015, headquartered in London, UK
- used by more than 4,000 businesses worldwide
- certified to SOC 2 Type II and ISO/IEC 27001, 27017, and 27018
What exactly does Sumsub keep, and for how long?
Sumsub processes the ID document, a liveness selfie, and identity information as required to provide identity verification services and meet applicable legal and compliance requirements. Xsolla doesn’t store or have access to copies of your documents.
Will my ID or selfie be shared with the government or any law-enforcement agencies?
No. Your data isn’t sold, used for marketing, or proactively shared with government or law-enforcement agencies. Sumsub discloses information only when required by applicable law and in response to valid legal requests.
Has Sumsub ever had a security incident?
Sumsub disclosed a February 2026 incident limited to its internal support ticketing system — verification workflow, APIs, and production infrastructure unaffected. No ID documents, biometric, or financial data exposed. According to Sumsub, additional security controls have been implemented since then, including enhanced monitoring and restricted access for support personnel.
Why isn’t on-device verification used?
On-device verification doesn’t meet the document-based identity verification requirements for processing payouts. Partner Network’s payouts require identity confirmation via document review by a regulated provider — standard practice at banks, brokers, and crypto exchanges.
What if Xsolla changes verification providers?
Creators will be notified if the verification provider changes. The notification will explain what changed and whether any action is required. Vendor selection is reviewed regularly against security, privacy, and compliance standards.
How is this different from age verification on other platforms?
This verification is tied to receiving money (same reason banks/PayPal/crypto exchanges require ID) and only triggers when you apply for paid campaigns or request a payout.
What happens to my ID and personal information?
Your document is submitted directly to Sumsub, not Xsolla. Sumsub verifies its authenticity and consistency, then sends to Xsolla the verification result, your name, and date of birth.
Does Xsolla store a copy of my ID?
No. Xsolla retains only the verification result and matched name/date of birth needed to issue payouts.
Will my information be shared with anyone else?
Only with third-party payout providers, limited to minimum required data (name, address, payout details).
Is verification secure?
Yes. Sumsub is purpose-built for handling sensitive identity data and is used by regulated financial institutions worldwide. Submitted information is encrypted in transit and at rest, and Sumsub restricts access to the systems that perform verification.
What unlocks once I’m verified?
After verification, you can:
- apply to revenue-share campaigns
- access supported payout methods available in your country
As Partner Network expands its payout network, you’ll also gain access to:
- additional payout partners
- more supported countries and payout methods
- faster payouts and lower minimum payout thresholds, where new integrations become available
Is the Xsolla Money Account part of this?
XMA is a payout option available only to creators based in the United States. If you use XMA, two separate verification processes apply:
- Xsolla Partner Network verification.
- Xsolla Money Account verification.
If you’re outside the US, XMA is not available. However, Xsolla Partner Network verification still gives you access to additional country-specific payout methods and new payout partners as they become available.
What if my verification fails or is rejected?
Common causes:
- blurry or partially obscured document photo
- lighting issues with the selfie
- details on the document that don’t match what’s in your account (name, date of birth)
Sumsub explains the issue in the verification flow so you can correct it and submit your documents again. Contact our support team if the issue persists.
Can I still use the chatbot, creator site, and overlays after verification?
Yes. Verification is required only for activities tied to earnings.
Can I still browse and join campaigns before verification?
You can browse all campaigns anytime; brand and other non-paying campaigns don’t require verification.
Will verification affect my existing account or content?
No. Your account, profile, and content remain unchanged. Verification only adds new payout capabilities.
Is verification available in my country?
Sumsub supports identity verification in most countries and regions. Available payout methods depend on your region and are displayed in your account. If verification or a payout method isn’t available in your country, contact our support team.
Tips
How can I receive donations?
Connect your PayPal account to your creator account to accept donations from viewers (tips). To do this, go to the Settings > Tips section. Once connected, your tip page is available on your Creator Site. To help viewers find it, add the link to your stream description, panel, and chatbot. Refer to the Settings documentation for more information.
Are there fees for accepting tips through Partner Network?
No, Partner Network doesn’t charge extra fees. The only fee is PayPal’s standard transaction fee, which varies by country and currency — refer to the PayPal’s official fee page for current rates.
Can I make viewers cover the PayPal transaction fee?
Yes. To enable this, in your creator account, go to the Settings > Payout information > PayPal section and add PayPal’s transaction fee to what the viewer pays, instead of deducting it from your payout.
Will I have to wait to receive tip money?
Usually not — PayPal pays tips to your account directly, and Partner Network never holds the funds. The exception is a tip paid using eCheck: PayPal can hold that payment for up to 21 days, which is outside Partner Network’s control.
Why haven’t I received a tip that Partner Network reported?
If the tip was paid using eCheck, PayPal can take up to 21 days to process it — wait before troubleshooting further. Otherwise, check that the email linked to your PayPal account in the Tips settings is correct. Tips sent to the account linked to the wrong email can’t be recovered — they’re refunded automatically. Contact our support team if the issue persists.
Can my viewers see my name or email when they tip me?
Yes — PayPal transactions show the name and email on your PayPal account. To show a business name instead of your personal name, use a PayPal Business account; you don’t need a registered company to open one.
Who handles chargebacks on tips?
You do, directly through PayPal — Partner Network isn’t involved in chargeback disputes. For more information:
- Learn how chargebacks work on PayPal.
- Refer to the Settings documentation for advice on how to reduce chargebacks.
Payouts
How long does it take to receive a payout?
After you request a payout, you’ll receive an email with your scheduled payout date. Typical processing times:
- PayPal — 2–3 business days
- wire transfers — up to 5 business days
- Xsolla Wallet — 1 business day
Exact timing may vary and is confirmed in the payout email you receive.
In which currency are payouts made?
Payouts are made in USD only. If your bank account uses another currency, currency conversion fees may apply.
Can I use different payout methods for the same account?
Yes, you can add multiple payout methods to your account and use any of them.
Are payouts available in all countries?
No. Payouts aren’t available to creators located in Sanctioned territories, in line with our terms of use. Additionally, wire transfers may be restricted or delayed in certain countries for banking reasons — check with your bank before requesting an international transfer.
Can I remove my payout information?
Yes. You can remove it as long as you don’t have any payouts in a Processing status.
How do I find my bank details for a wire transfer?
Contact your bank and request the incoming wire transfer instructions. They include the required banking details, such as IBAN, SWIFT/BIC, and other information.
Why did I receive less than I requested for my bank wire transfer?
Your bank or an intermediary bank may charge processing or receiving fees. Currency conversion fees may also apply. Contact your bank for details on any fees applied to your transfer.
Why can’t I add PayPal as a payout method?
If you see the Please verify your PayPal account first error, follow PayPal’s verification instructions.
Why haven’t I received my PayPal payout?
In some cases, PayPal may require you to accept the payout before the funds become available. Check your PayPal account for any pending actions. For more information, see the PayPal documentation.
Why is my balance negative?
A negative balance may occur if a refund is processed after you’ve requested or received a payout. Your balance will be updated automatically after new eligible earnings are added.
Where can I see purchases made through my storefront?
You can find all logged purchases in the Payouts > Transaction history section in the Credit tab.
Statistics
How do I track my progress and earnings?
Use the Statistics page:
- To track your progress, see the Channel tab, that shows your stream performance (average viewers, followers gained, subscribers, chat messages).
- To track your earnings, see the Revenue tab, that shows your revenue-share campaign earnings (leads, conversion, profit).
What shows up in my Events tab?
Depending on your connected platform: followers, subscribers, resubscribers, Twitch raids, Twitch cheers, tips, and charity donations.
How often do my storefront statistics update?
Storefront purchases appear in your Revenue tab within up to 12 hours.
Why aren’t my statistics updating?
Statistics may take up to 12 hours to update. For revenue share campaigns, only purchases made through your tracking link, Creator site, or promo code are included in your statistics.
Why don’t I see channel or events statistics?
Channel and events statistics are currently available only for Twitch channels. If you stream on another platform, you’ll only see the Revenue tab.
Creator Site and storefront
What’s the difference between Creator Site and creator storefront?
Creator Site is your general page where you can find your bio and social links, as well as optional content blocks like your live stream, loyalty leaderboard, chat commands, and quotes. A creator storefront (the Shop section) is where campaign offers appear once you’re approved for the storefront campaigns. They work independently: you can customize your Creator Site without joining any storefront campaigns, and the Shop section will stay empty. Or the reverse: you can have active storefront campaigns without filling out the rest of your Creator Site.
What is my Creator Site link?
Your Creator Site has a unique link (x.la/@yourusername) that’s generated automatically when you join Partner Network.
Why don’t I have the Shop section on my Creator Site?
The Shop section (your storefront) appears automatically once you’re approved for a storefront revenue share campaign. It’s configured independently from the rest of your Creator Site.
Where do I find the link to my storefront?
Your storefront is the Shop section of your Creator Site, so your creator site link (x.la/@yourusername) takes viewers there directly. To share a direct link to one specific campaign’s offer page instead, click that campaign thumbnail on your Creator Site, or find the URL in the Resources tab of that campaign on the My campaigns page.
Do I need to manually add items to my storefront?
No — you don’t add items yourself. Campaign managers control which items are available and keep them updated on their end. The Partner Network support team can’t add, remove, or customize items on your behalf.
Do I need to do anything to attribute a storefront sale to me?
No — storefront purchases are automatically linked to your account, so you earn revenue share without any extra steps.
Can I create my own promo code for my campaigns?
Yes, for campaigns that support it. Go to My campaigns, open an approved campaign, and generate a code on the Resources tab. Refer to the Campaigns documentation for more information.
Why isn’t my promo code working?
The most common reason is capitalization — promo codes only work in all capital letters. Make sure you share and enter your code in uppercase (for example, SPRING2026, not spring2026 or Spring2026). If it still doesn’t work, the code may be invalid or the campaign may have ended, in this case contact our support team.
Chatbot
What is Partner Network Chatbot?
Chatbot is an automated tool that responds to chat commands (like !rank or !quote), moderates your channel, and engages your viewers. Refer to the Chatbot integration guide for more information.
How to add Chatbot to my channel?
Once you sign up for Partner Network with your Twitch account, Chatbot automatically joins your channel.
How do I remove Chatbot from my channel?
Go to the Settings > Chatbot section and turn off the Chatbot toggle.
Does Chatbot support built-in commands?
Yes. Chatbot includes built-in chat commands, which you can activate or deactivate with the Chatbot toggle in the Settings > Chatbot section.
How do I create custom chat commands?
A chat command is a keyword starting with ! that viewers type in your Twitch chat, and Chatbot replies with a message you’ve set — for example, !discord could post your Discord link. You can create your own commands from the Commands page, or use !set and !unset directly in chat to edit them quickly. Custom commands support variables for more advanced responses (like shout-outs). Refer to the Chatbot integration guide for detailed information about supported variables and examples.
What are loyalty ranks in Chatbot?
Loyalty ranks reward your viewers with a custom name that reflects their status, based on how many hours they’ve watched your stream. You can create multiple ranks for different tiers and enable the !rank command so viewers can check their own rank in the chat. Refer to the Chatbot integration guide to set up ranks.
What are chat filters?
Chat filters automatically remove unwanted content from your chat — such as spam, links, excessive symbols, or caps messages — and can warn or penalize the viewer who triggered them. Refer to the Chatbot integration guide for detailed information about available filter types and configuration options.
What are warnings in Chatbot?
Warnings let you track rule violations per viewer. By default, they lead to escalating time-outs and a permanent ban after 9 warnings — thresholds are configurable. Refer to the Chatbot integration guide for detailed information about warning commands and threshold settings.
What are scheduled messages in Chatbot?
Scheduled messages are automated messages that Chatbot posts to your chat at a set interval — useful for promoting social media or reminding viewers of your chat rules. Refer to the Chatbot integration guide to set up and configure scheduled messages.
Do I need the Chatbot in my channel for my alerts to work correctly?
No. Alerts are part of your overlay setup, not Chatbot — they work independently of whether Chatbot is active in your channel. Chatbot has its own separate alerts that post in chat, and those depend on Chatbot being active.
Overlay
What are overlays?
Overlays are visual and functional elements added to your stream — things like alerts, banners, goals, and chat boxes. Changes you make in the overlay editor (repositioning, adding or removing elements) apply with a short delay before they appear on stream.
You can create multiple overlays — one for your main gameplay and a simpler one for breaks. Add each overlay as a separate browser source in your broadcasting software, and use only one overlay per scene to avoid conflicts like duplicate alert sounds. See the full Overlay guide for setup steps.
Why does my overlay look blurry, cut off, or the wrong size on stream?
This usually happens when your browser source resolution in OBS or XSplit doesn’t match your overlay resolution. Check your overlay resolution in the overlay editor settings (usually 1920x1080) and make sure your browser source matches it. Refer to the Overlay guide for detailed information about platform-specific steps.
Why is my overlay blank?
Alert layers stay invisible until triggered by an event (tip, follow, sub, etc.), so a blank overlay at first is normal. Use the Test button to confirm it’s working.
Why isn’t my overlay showing on stream?
Make sure your browser source is positioned above all other sources in your scene, not behind your game capture. In OBS, sources higher in the list appear on top — move your overlay source to the top if needed.
My browser source doesn’t load anything — what should I check?
Try pointing your browser source to a page you know works (like Google). If that also fails, check for firewalls or antivirus software that might be blocking the connection. If the issue continues, contact our support team.
Can I customize alerts?
Yes — you can set a specific image, sound, and duration for each alert type (Follow, Tip, Subscription, etc.), or use Default alert settings to apply the same look to all of them at once. Refer to the Overlay integration guide to set up alerts.
How can I test if my alerts are working?
Use the Test button in the bottom left of your overlay editor and check if the alert shows up in your broadcasting software. If you’re testing alert audio in the editor, make sure test alerts aren’t muted.
Can I preview what my alerts will look like before going live?
Yes — click the Test button in the left corner of your overlay to preview any alert type.
How do Tiltify or Extra Life donations show up on my stream?
First, connect Tiltify or Extra Life — refer to the Setting documentation for more information. Once you turn on the Charity donation toggle in your Alert settings, these donations trigger alerts the same way a regular tip does, and appear in the Banner and Event layers as Charity donations.
Why can’t I link my Extra Life team page instead of my participant page?
When connecting Extra Life in the Settings > Integrations section, you can specify only a link to an individual participant’s donation page. This way Partner Network ensures that each donation is attributed to you specifically, rather than split across an entire team.
My alerts show visually but don’t play sound — what’s wrong?
To check whether the issue is with your broadcasting software or the sound file itself, paste your overlay URL into a new browser tab. If the sound plays there, try re-uploading your file in a different format (.wav, .ogg, .mp3 — note that XSplit doesn’t support .mp3). If it doesn’t play in the browser either, the file may be corrupted — try re-uploading it, testing a different sound, or uploading it in a different format.
Why do my alert sounds play twice?
This usually happens for one of these reasons:
- Your overlay editor is open (and unmuted) in a separate browser tab — close it or mute the tab.
- Your audio monitoring device and your broadcasting software’s default audio device are the same (for example, both set to your headphones) — change one of them.
- You have more than one Partner Network overlay loaded in the same scene, or duplicate alert layers in the same overlay — load only one Partner Network overlay per scene.
To find the source, open the overlay editor in a browser, mute that tab, and trigger a test alert while watching your audio mixer — if the alert shows up on two sources, you’ve found the duplicate.
Why are my follow/sub alerts slow to appear?
The delay can vary depending on the current status of each platform’s developer APIs. If alerts are taking longer than expected, contact us through the help button.
Why are my tip alerts slow to appear?
Partner Network fires a tip alert only after receiving confirmation from PayPal that the tip was processed — this can take a few seconds or longer depending on the payment method or PayPal’s service status. If the tip was paid via eCheck, the alert won’t appear until the eCheck clears — which can take up to 21 days, per PayPal’s hold policy.
If a tip doesn’t appear on your dashboard or overlay at all, contact our support team — but first make sure the tip was made through Partner Network’s tip page, not directly through PayPal, since direct PayPal tips can’t be tracked.
Why didn’t my follow alert fire for one of my viewers?
This usually happens if a viewer previously followed and then unfollowed — Partner Network won’t trigger a new alert when they follow again.
What is a Banner in my overlay?
A Banner layer is a rotating panel that highlights viewer activity on your overlay — such as your latest tips, top tippers, or newest followers and subscribers. Refer to the Overlay integration guide to set up a Banner.
Can I display my Twitch chat on my stream overlay?
Yes. To do this, add a Chat layer to your overlay. You can set colors by chat role (Streamer, Moderator, Subscriber, Turbo, Viewer), show avatars and platform icons, and block specific users from appearing. Refer to the Overlay integration guide to set up Chat.
Can I hide specific viewers from showing up in my chat overlay?
Yes — add their username to the user blocklist in your Chat layer settings.
What is a Trigger in my overlay?
A Trigger layer creates a chat command that plays media and/or sound on your stream when a viewer types it. Access can be limited by chat role, or by loyalty points if you’ve set up a loyalty program. Refer to the Overlay integration guide to set up a Trigger.
Does the Trigger’s Point Cost use Twitch channel points?
No, it’s a separate system from Twitch channel points. Point Cost uses Partner Network’s own loyalty points, which viewers earn by watching, chatting, or subscribing to your channel, and then spend to play media in the Trigger layer. Set this up in the Chatbot > Loyalty section.
Can I limit who can use a Trigger?
Yes — set Role Access to All, Subscribers, or None. When you select None, specify viewers in the allowlist to grant them access.
What is a Goal in my overlay?
The Goal layer is a progress bar on your overlay that tracks followers, subscribers, or Twitch bits toward a target you set.
Does my Goal track my Twitch followers or subscribers automatically?
Depends on the goal type you select when creating a one. A synced option (e.g., Followers - Synced) tracks your live Twitch follower or subscriber count automatically; a custom option lets you set the current value and target manually.
Can something happen automatically when I reach my goal?
Yes — enable trigger command in the Goal settings to fire a trigger on the same scene when the goal is completed (for example, playing celebration animation or sound). Restrict this command to yourself — otherwise, any viewer could fire it by typing the command in the chat.
What is the Events layer in my overlay?
The Events layer displays recent activity — tips, followers, subscribers, and similar events — so you can recognize your supporters on stream. Refer to the Overlay integration guide to add an Event.
Can I show the song I’m playing on my stream overlay?
Yes — add a Now Playing element to your overlay and connect your Last.fm account to it. Last.fm syncs with Spotify, YouTube, Apple Music, Tidal, and SoundCloud. Refer to the Overlay integration guide to connect Last.fm.
Why won’t my image or video upload to my overlay?
Make sure your file matches the accepted formats and size limit:
- Image — JPEG, PNG, or GIF
- Video — MP4, WEBM, M4V, or MOV
- Maximum size — 20 MB for either type
Contact our support team if the issue persists.
Does the song overlay let viewers hear the music?
No — it only displays the song title as text. You still need to capture the actual audio separately, using your streaming software.
Why isn’t my song showing on my overlay?
Check your Last.fm profile to confirm your scrobbler (the tool that sends your music data to Last.fm) is sending song data there. If the song doesn’t appear on Last.fm either, the scrobbler itself isn’t working — in this case, check your player’s Last.fm connection or extension.
Collaborators
What access can I grant to collaborators in my account?
You can grant access to one or more of these areas:
- Overlays — create/edit alerts and layers
- Chat — moderation tools, commands, loyalty program
- Analytics — channel stats, for reporting
- Creator Site — creator site settings
Collaborators never get access to your tip settings, charity integrations, adding or removing collaborators, adding or removing streaming platforms, your username or email, or campaign applications.
Does my collaborator need a Partner Network account?
No — they just need a Twitch account to accept the invite. They can create a creator account later.
Why can’t my collaborator accept my invite?
Make sure you invited their exact Twitch username — collaborators must authenticate into Partner Network with the same Twitch account specified in the invite. If you made a typo, revoke the invite (click the edit icon next to it in the Sent Invitations tab, then click Revoke access) and send a new one with the correct username
Can I remove a collaborator’s access later?
Yes — you can revoke (click the edit icon next to it in the Sent Invitations tab, then click Revoke access) or modify a collaborator’s access at any time.
Can I add collaborators from platforms other than Twitch?
No — collaboration is currently limited to Twitch accounts.
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