Troubleshooting & FAQ

General

Is StreamerCatalyst down?

Check the public status page at streamercatalyst.com/status. It shows each service’s current state, 90 days of uptime history, and a banner when a Cloudflare incident is affecting services we depend on.

Something isn’t reacting to what happens on stream

StreamerCatalyst hears about follows, subs, cheers, raids, redemptions and chat through Twitch event subscriptions, which are created and repaired automatically. To check them:

1. Open Settings and click Health next to the module in the Modules card.
2. Under EventSub Subscriptions, each event the module needs should show ✓. A row that says it needs a scope — or a “Missing N Twitch scope(s)” banner on the Dashboard or Settings — means your Twitch connection is missing a permission: click Re-authorize.
3. “Granted when you set this up” is not a fault; that permission is asked for when you set up the feature that uses it.

Only the broadcaster can fix missing permissions. A moderator who re-authorizes grants permissions on their own account, not the channel’s. Missing subscriptions are also recreated automatically each time the broadcaster signs in.

I signed in but I’m looking at the wrong channel

StreamerCatalyst opens the channel of the Twitch account you signed in with. Every module is listed in the sidebar whatever your plan.

If you’re a moderator, sign in with your own account, then pick the channel from the Channels you moderate strip on your Dashboard (or the I’m a mod step in Get set up). Only channels whose broadcaster already uses StreamerCatalyst are listed. Exit in the banner at the top takes you back to your own dashboard, and a moderator session lasts up to 4 hours. See Roles and permissions.

A module opens read-only, or shows “Upgrade”

That module isn’t on the channel’s plan. Every module stays visible: an under-plan module shows an Upgrade pill in the sidebar and opens read-only, with a banner saying it’s view-only on this plan and the controls disabled. There is no per-module switch to turn on — upgrade under Billing in the sidebar (or Settings → Plan & billing → Manage billing). Moderators see “isn’t included on this channel’s plan — the broadcaster manages billing”. See Module access by tier and Tier comparison.

A message like “Your Plan plan allows up to N …” means you hit a limit inside a module; the same pages list each plan’s limits.

My Twitch connection expired — how do I reconnect?

Click Re-authorize on the missing-scope banner (Dashboard or Settings), or Sign out at the bottom of the sidebar and sign back in with Twitch. Either refreshes your Twitch connection. Sessions also expire after 7 days, after which you simply sign in again.

Lead mod promotion isn’t taking effect

A moderator’s role is read when they switch into your channel, so after you promote someone in Settings → Lead moderators they need to Exit and switch in again. If the moderator list doesn’t load and asks you to Re-authorize, StreamerCatalyst needs permission to read your moderator list. A Not a Twitch mod tag means that person is no longer a moderator on Twitch.

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Chatters / Bot API

Commands are not responding in chat

1. Check the bot is switched on: Chatters → Overview, the Module panel toggle should read Enabled. When it’s off: “The bot is silent — commands, auto chats and quotes will not respond in chat.” A change can take a couple of minutes to reach chat.
2. Check the command itself is enabled, and that its permission (Everyone, Regulars, Followers, Subscribers, VIPs, Mods, Broadcaster only) includes the viewer trying it, and that it isn’t on cooldown.
3. Check who sends the bot’s messages: Chatters → Bot Setup → Settings → Bot identity. If you use @streamercatalyst or your own bot account, give that account the mod role in your channel (/mod <botname>) so it can post freely. If the bot account’s authorization is missing or revoked, messages fall back to your own account rather than stopping.

The bot API returns an error instead of a name

The bot API (used by Nightbot, StreamElements, Fossabot and similar) pastes its plain-text answer straight into chat, errors included:

Response	Meaning
Invalid or missing apikey	The key in the bot command is wrong or was regenerated. Copy the full key from Chatters → Bot Setup → Bot API → API key (Reveal / Copy) and update every bot command that uses it. Regenerate stops the old key immediately.
Channel not found or disabled	The Chatters bot is switched off (Chatters → Overview).
Channel tokens expired — broadcaster must re-authenticate	The broadcaster’s Twitch connection needs refreshing — sign in again or click Re-authorize.
No chatters found — is the stream live?	Twitch returned nobody connected to your chat. The stream doesn’t have to be live, but someone has to be in chat.
No chatters found matching filter / No chatters	The filter (for example filter=sub) matched nobody currently in chat.

Test the URL in a browser while people are in your chat to see the raw response. See Bot integration.

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Events

Reward rules are not firing

1. Check you have an active event. Rules belong to an event and only fire while it’s enabled and before its end date; only one event can be active at a time. Create one with + New event and switch it on with Enable in Events → Manage Events. An enabled event collects from the moment it’s enabled — its start date doesn’t hold it back.
2. Check the rule itself is enabled and its threshold is what you expect.
3. If Manage Events shows “⚠ Twitch events not connected yet for …”, the subscriptions for those rules haven’t appeared yet. They’re created automatically and can take a few minutes — click Recheck. If they never appear, click Re-authorise.

A rule fired but no message appeared in chat

• Check Events → Settings → Chat Notifications → Chat on Earn (each rule can also override it).
• Events messages are sent from the broadcaster’s own account, not the bot identity chosen in Chatters.
• AI-generated messages need the Partner or Partner+ plan, and are skipped once the channel’s daily AI token allowance is used up (it resets at midnight UTC, and is shared with AI Personas).

Cumulative totals seem wrong after enabling cumulative mode

Turning on Cumulative Gifts (Events → Settings), or setting a rule to “Yes — stack viewer’s totals toward this threshold”, rebuilds totals from past activity in the background and earns any thresholds already crossed. Give it a moment and refresh. Anonymous gifts don’t count toward a viewer’s total. The event card’s Recalc button re-runs the backfill for bits, tips and gifted-sub rules if earns look missing.

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Widgets

My widget shows a blank screen

1. Use the full browser-source URL copied with Copy URL in the Widgets dashboard — it includes a token. If you clicked Revoke all overlay URLs (Gallery → Overlay URL security), old URLs stop working and show “Unauthorized — invalid or missing widget token.”; copy the new URL.
2. Make sure the browser source’s width and height match the widget’s configured size.

Widget is not updating in real time

Widgets receive live events over a connection to widgets.streamercatalyst.com. It reconnects on its own after a drop and catches up on missed events, so a short network blip fixes itself.

• Your plan limits how many overlay connections a channel can have open at once (Free 5, Affiliate 10, Partner 25, Partner+ 50 by default). Every open copy of an overlay counts — another scene collection, another PC, a browser tab. Past the limit, new overlays still draw but get no live events; close the copies you don’t need.
• A firewall or VPN blocking connections to widgets.streamercatalyst.com stops updates.
• Reloading the browser source in your streaming software forces a fresh connection.

Custom widget code throws errors

Open the custom widget in the editor and check the Issues tab — it collects runtime errors from both the preview and your live overlay. You can also open the browser source’s dev tools (in OBS: right-click → Interact) to see JavaScript errors.

“Stream minutes” — does it affect my overlays?

No. The monthly stream-minutes allowance only applies to uploading video that’s transcoded for streaming; it never blanks a widget.

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Modomation

Redemption automations are not firing

1. Check the rule’s own toggle on its card in Modomation → Channel Redemptions — each rule is switched on separately; there is no Modomation-wide switch.
2. Subscriptions are created automatically. If nothing fires, check Settings → Modules → Modomation → Health and re-authorize if a scope is missing.
3. Modomation’s chat messages are sent by the bot identity chosen in Chatters → Bot Setup — make sure that account can post in your chat.

Auto-shoutout is shouting out the same person repeatedly

Check the Default cooldown in Modomation → Auto Shoutouts: Once per stream, Every 5 minutes, Every 15 minutes, or Hourly. Each user on the list can inherit it or have their own (Once per stream or a custom cooldown). Once per stream gives each person one shoutout per broadcast. If shoutouts stay quiet instead, check Settings → Modules → Modomation → Health.

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Numbers

My analytics show nothing even though the stream is live

Numbers collects events through Twitch event subscriptions, created automatically. Check Settings → Modules → Numbers → Health: every subscription should show ✓. If one needs a scope, or the Dashboard shows a missing-scope banner, the broadcaster should click Re-authorize.

Old data disappeared

Detailed data is kept for your plan’s retention window (Free 7 days, Affiliate 30, Partner 365, Partner+ unlimited by default) and pruned daily, using your current plan. Individual follows, subs, gifts, cheers, raids and donations, viewer-count samples, and audience data older than the window are deleted. Your list of streams and each stream’s totals are kept, but older streams’ viewer figures show as unavailable. Upgrading keeps future data for longer; it doesn’t restore what was already pruned, and a downgrade shrinks the window. See Tier comparison.

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AI Personas

!roast (or another AI command) does nothing

AI commands ignore the message silently when:

• AI Personas → Overview → Enable StreamerCatalyst AI is off (it starts off).
• The person typing isn’t eligible — by default Tier 2+ subscribers and moderators (the broadcaster always is). Change it in AI Personas → Eligibility.
• The person typing has opted out of AI.
• They used an AI command within the last 60 seconds (one cooldown across all AI commands).

The bot replies “needs to be a T2/T3 subscriber or moderator” or “I don’t know … well enough yet”

• Needs to be a T2/T3 subscriber or moderator — the target isn’t eligible, or hasn’t chatted since AI was turned on.
• I don’t know … well enough yet — they need to chat more! — the target has no persona yet. A persona is first built after they send enough eligible messages (100 by default, set in AI Personas → Config); command messages don’t count.
• That user has opted out of AI features. — the target opted out (default command !optoutai; !optinai turns it back on in your channel).

You can edit these replies on the Messages page.

Personas stopped updating

The channel’s daily AI token allowance is used up (Affiliate 25,000, Partner 100,000, Partner+ 250,000 by default; it resets at midnight UTC). Persona and lore updates pause until then. The AI persona overlay and AI-generated Events messages draw on the same allowance.

The AI persona bubble shows nothing on stream

By design nothing appears on stream when the bubble can’t speak — open the widget’s preview or Configure panel to see why: AI switched off, AI Personas not on your plan, “Waiting for the stream to go live.” (nothing is generated while you’re offline), “Daily AI token budget spent.”, or “AI unavailable right now.” (which also covers the per-channel hourly limit).

I can’t add another custom AI command

“Your Plan plan allows up to N custom AI commands” — Affiliate 10, Partner 50, Partner+ unlimited by default. After a downgrade, commands over the new limit are switched off (the oldest stay on). Only Lead Mods and the broadcaster can change AI settings.

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Tipping

My tip page says I’m not accepting tips

The page shows “Name isn’t accepting tips right now.” until both are true:

1. Tipping → Settings → Enable public page is on (it starts off).
2. Payouts are set up: Tipping → Payments shows your account ready. “You must finish Payments setup before you can receive tips.”

Payouts won’t finish

On Tipping → Payments:

• Set up payouts — pick the country your bank account is in and follow Stripe’s steps. Only countries Stripe supports are listed; otherwise you’ll see “Payouts unavailable in your country”.
• Finish setting up payouts — Stripe still needs something; the outstanding items are listed. Click Finish setup.
• “Your account is set up. Payouts will enable once Stripe finishes verification” — nothing to do but wait.

Only the broadcaster can manage payouts; moderators see “Payments are managed by the broadcaster.”

A tip came in but there was no alert or chat shout-out

Its message is probably held for approval. Hold anonymous messages is on by default (Hold verified messages is off). A held tip counts toward your totals and goal, but sends no alert, chat line, Events reward or Numbers entry until it’s approved. Go to Tipping → History → Messages awaiting approval and click Approve (or Reject). The broadcaster and Lead Mods can approve.

A tip is stuck as pending, or my goal didn’t move

A checkout the viewer never paid stays pending. A paid tip whose confirmation was missed is picked up by a check every few minutes. The goal bar counts only settled tips in the goal’s currency, made between the goal’s start and end. A refunded or disputed tip is removed from totals and the goal; alerts already shown aren’t retracted.

I can’t change currency or start a new goal

Only one goal is active at a time. “Currency is locked while a goal is active. Archive the goal to change it.” — and “Archive the current goal before creating a new one”. Changing currency also resets cumulative-rule progress, and asks you to confirm.

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Discord

Commands don’t appear, or nothing posts

See the troubleshooting list on the Discord bot page — slash command registration, destination channels and toggles per server, role pings, button-role hierarchy, schedule-event permissions, and a server that shows as a number instead of its name.

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Integrations (Tiltify)

I can’t connect Tiltify

Only the broadcaster can connect or change Tiltify; moderators see “Only the broadcaster can connect or change Tiltify.” If a sign-in says “That sign-in expired” or “Tiltify sign-in was cancelled”, click Connect Tiltify again.

My campaign isn’t listed or won’t link

• “This Tiltify account has no published campaigns” — publish the campaign on Tiltify, then reload the page.
• “That campaign isn’t run by your Tiltify account” — only your own campaigns can be linked; team campaigns aren’t supported yet.
• “That campaign is already linked to another channel.”
• “Tiltify didn’t accept the link just now. Nothing was changed — try again in a minute.”

Donations are slow, or arrived without an alert

• “Tiltify isn’t pushing updates for this campaign, so donations arrive within about 5 minutes instead of seconds.” — a catch-up check delivers them; nothing to fix.
• A donation that reaches us more than 10 minutes after it was made skips its alert only. It still counts everywhere else (goals, subathon time, Events rules, Numbers).
• Donations made before you linked the campaign are never imported.
• Events charity rules need the Events module (Affiliate and up).

End the campaign on Tiltify before you unlink it. See Integrations (Tiltify).

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Stream Planner

My mods can’t see the planner

Moderators and Lead Mods have No Access until you give it. As the broadcaster, open Stream Planner → Access Control → Role-Based Access and set Lead Moderator Access / Moderator Access to Read Only or Read & Write, add User Permission Overrides for individuals, or use a board’s Permissions button for that board alone. Mods without access see “No access” or “No access to this board”.

In the dashboard, regular moderators see boards read-only. To let someone edit boards, promote them to Lead Mod and give Lead Moderators Read & Write.

I can’t create another board

“Your Plan plan allows up to N boards” — by default Free 1 and Affiliate 3; no plan goes past 20 active boards (“Board limit reached (max 20)”). Archived boards don’t count: Archive a board to free a slot, and Show archived → Unarchive to bring it back. After a downgrade, extra boards are archived, not deleted. Each board holds up to 500 items, and an import takes up to 200 items at a time.

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Still stuck?

Click the Feedback button in the dashboard and choose Bug Report. Describe what you expected and what happened instead — screenshots and browser console output help. Tick Notify me when this is resolved to get a notification when it’s closed. You can also ask in the StreamerCatalyst Discord via Community in the sidebar.