If attendees cannot see replay videos, check both sides of replay access: the attendee must have access through their ticket, and the talk must have a replay available for HeySummit to show.

If an attendee sees a pass or access message, first confirm they are logged in with the same email address they used to register or purchase their ticket.

Then go to Reports > Attendees, search for the attendee, and open Manage Tickets. If they do not have a completed order or assigned ticket, they may not have finished checkout. This article explains the difference between registered and completed attendees: Who has registered vs who has completed checkout.

Go to Revenue > Tickets, open the ticket, and check the Restrictions step. The ticket must have Apply to Replays? enabled for replay access.

Even when a ticket applies to replays, the ticket may still limit which talks the attendee can watch. Check whether the ticket restricts access by number of talks, specific talks, categories, excluded talks, excluded categories, or expiry rules.

If those fields are blank, the ticket is not restricted in that way.

Ticket settings are copied onto attendee purchases. If you changed a ticket after attendees bought it, existing purchases may still have the older access settings until you sync the ticket.

From Revenue > Tickets, open the three-dot menu for the ticket and choose Sync Settings to Purchases. You can also use the Synchronize after save? option when saving restriction changes.

For normal live events, a talk must be active, not cancelled, approved if it came from a speaker submission, scheduled, past its replay cutoff, and marked as having a replay. For on-demand events, undated talks can also appear, but they still need to be active and not disabled for replays.

Go to Content > Talks and open the talk. In the talk details, make sure Will There Be a Replay? is enabled when the event type uses that setting.

Then open Advanced Settings for the talk and check that Disable Replays? is not enabled.

If the attendee has access and the talk is eligible, check the replay video itself. Open the talk's Replay Details and confirm the replay provider and video ID or URL are correct.

For live webinar or custom stream sessions, you may need to add the replay recording after the live session ends unless your provider workflow supplies one automatically. This article may help: Adding a Replay For Your Live Talk.

For pre-recorded sessions, the replay can use the broadcast video content unless you set a separate replay video. If the original video ID or URL was wrong, update the replay details or use this guide: Finding a video ID or URL.

If the replay page loads but the video does not play, the video provider may be blocking playback. Check that the video is available to the right audience and can be embedded on your event site.

These provider-specific guides may help: YouTube, Vimeo, and Spotlightr.

If the replay library is showing but the attendee cannot find the replay, check how replays are grouped. Go to Event Setup > Settings > Talk & Replay Experience. You can group replays by date, category, or not group them.

Category grouping works best when talks have categories. Talks without categories can appear under No Category.

Still having issues? Send us the attendee email address, event name, affected talk, ticket name, and the checks you have already tried.