After putting in so much work to make your live event a success, the last thing you want is for attendees to be unable to see your video replays. Below we will cover the most common issues with replays and how to fix them quickly.

Users might see the ‘You need a Pass’ error when they try to access sessions if they aren’t logged in, so the first step is always to check if your attendees are logged in with the correct email.

You will need to find out which ticket your attendees are having trouble purchasing. You can do this by finding them in Reporting > Attendees, and then searching for their name or email address. When you've found them, you can see the ticket they purchased by clicking the "..." and selecting View Tickets.

If you can't see them from there, it may be that they never completed their order and don't actually hold a ticket. More information about this can be found by reading our help article on this here.

Ticket permissions are the most common issue when it comes to Replay access. The first thing to check is whether the attendee's ticket applies to Replays. On your dashboard go to Revenue > Tickets. Select the ticket you created and navigate to the three dots (...) > Manage Ticket > Restrictions. If the box Replays is selected, they have access to Replays.

If the ticket does apply to replays, another possibility is that your ticket restrictions don't apply to the session that the attendees are trying to access. The following settings might apply here:

a. Limit the number of talks - the session may go over the attendee's permitted number of talks.
​b. Restrict access to specific days - the session may fall outside the set days that the ticket applies to.
​c. Restrict access to specific talks - the specific session might not be included in the ticket.
​d. Restrict access to specific categories - the category/categories the ticket applies to does/do not contain the session in question.

If you haven't entered anything in these fields, i.e. left them blank, you don't need to worry as the ticket won't be restricted in these ways.
You can see these settings under Revenue > Tickets then choose the ticket you created by clicking the three dots (...) and selecting Manage Ticket > Restrictions

You are looking at your ticket settings and you're confident that they should be able to access Replay content, but they still can't. This could happen if you changed the ticket permissions and didn’t sync the changes to all purchases. To do this, head to Revenue > Tickets then click the "..." next to the ticket you updated and select Sync Settings to Purchases.

If you don't synchronize your changes to all tickets, only new attendees (those who purchase the ticket after you have made changes) will own the most up-to-date permissions.

Now that you've discovered why the attendee's ticket doesn't allow access, you have two options:

You can edit the restrictions of the ticket and sync it (Revenue > Tickets > ... > Sync Settings to Purchases) so existing ticket holders have these edited permissions to access Replays.

If you're happy with your ticket setup and want this ticket that the attendee holds to remain restricted, you can ask them to buy another pass if they're interested in Replays. Make sure that one of your available tickets does allow Replays. Here's a handy help doc on upgrading tickets.

If the attendee definitely has a ticket that allows access to Replays and this has been synced, another possibility is that the talk has been set as inactive under Content > Talks.

To make a Replay active, go to Content > Talks. Click the ... on the replay session you want to look at, then select Manage Talk > Details and check Will There Be a Replay?. Make sure to Save after making this change.

Attendees should not see an error if everything is set up correctly in your Replay Details (under Content > Talks). Don't forget, you can preview any of your Replay content by clicking on Preview Public Page. Note that the Video Settings option disappears once the Session goes live and is replaced with the Replay Details option.

This is particularly important for organisers who use our Live Session (i.e. native webinar integration) or Custom Stream option since this would mean you would have to add your own recording of the live session (unless using BigMarker). This article on how to add a Replay may be helpful.

If you use a Pre-Recorded delivery method, these Replay fields will appear blank when it switches over into Replay mode and you don’t have to add anything else in the fields. You can choose to enter details there, however, if you want to use a different video or if it was configured incorrectly originally to override this.

It's important to make sure that you've entered the right Video ID or URL in these settings. Please refer to this article for help.

It may be that your settings on your video provider platform are set to private or to not allow embedding. Please read our help article on configuring YouTube videos for HeySummit, this article on Vimeo videos, and this one on Spotlightr. If you are using different provider, please read their help documents for some information on this.

Still having issues? Send us a message with all the details (attendee email address, event name, steps you've taken so far) to [email protected].