If an attendee cannot watch a replay, check their identity and ticket access, the session’s replay settings, and the video provider. An organiser preview can bypass ticket checks.
1. Check the attendee and purchase
Confirm that the attendee is signed in with the email used for registration or purchase. In Registration & Attendees > Attendees, find their record, open Actions > Manage Purchases, and confirm a valid assigned ticket. A registration alone may not mean checkout was completed. See registered versus completed attendees.
2. Check that the ticket includes replays
Go to Ticketing & Payments > Tickets, Add-ons & Donations. Open the ticket’s Actions > Manage Ticket > Access. Under Included access, check Replays.
3. Check content and expiry restrictions
In the ticket’s Access step, review Access expiration and Advanced access restrictions. These can limit the number of sessions, days, included or excluded sessions, and categories. A blank optional content restriction does not impose that particular limit. Also check whether access has expired or the ticket was refunded or reassigned.
4. Apply intended changes to existing purchases
Ticket access settings are copied to purchases. If you have deliberately changed the ticket and want existing purchases to receive those changes, use the ticket’s Actions > Sync Settings to Purchases. Review the confirmation carefully: this updates existing purchases and can grant or remove access. It is not a read-only troubleshooting check.
5. Check session eligibility and replay settings
In Content & Schedule > Sessions, confirm the session is active, not cancelled, and approved if submitted by a presenter. For a scheduled event, check the date and duration, then open Actions > Manage Session > Replay and keep Will There Be a Replay? set to Yes. In Actions > Advanced Settings > Other Settings, check that Disable Replays? is off. For an on-demand library, configure the recording in Video and check Available From instead.
6. Check the replay source
Open the scheduled session’s Replay step and confirm its provider and video URL or ID. Pre-recorded content and some embedded streams can reuse the broadcast recording; otherwise add a separate recording after it becomes available. Connected BigMarker and LiveWebinar recordings have specific automatic-sync conditions. See adding a live-session replay and the correct video URL, ID or embed code.
7. Check provider permissions
Confirm that the recording is published and that its privacy, embed, sharing, passcode and authentication settings allow the intended audience. A HeySummit ticket does not override the video provider. See the source guides for YouTube, Vimeo and Spotlightr.
8. Check replay navigation and grouping
Go to Event Settings > Event Experience > Live & Replay Experience. Review Keep Replays In Schedule?, Display Order and Group By. Keeping replays in the schedule hides their separate navigation link. Grouping and configured menus affect where attendees find content; they do not grant access. Category grouping can include No Category for uncategorised sessions.
If the problem remains, contact support with the event, affected session, attendee email, ticket name and checks already tried.