Need some help?

The viewer might not be entering the voucher code correctly.

Make sure you or the viewer are using the correct voucher code. Note that the codes are case-sensitive. Also, make sure there aren’t any empty spaces before and after the code.

A voucher setting might not have been set up properly.

Log into your InPlayer Dashboard and go to Promotions.
In the “Vouchers” tab, locate and open the voucher in question.
Check all the voucher settings.

• Are the voucher validity period and start/end times good?
  Note that the times are in UTC.
• Check the “Usage counter” to see if the voucher usage limit has been reached.
• Are the correct assets or packages added in the Assets and Packages sections?
  If both those sections are empty, the voucher will be valid for everything.
  Be careful in cases with assets without asset price options. If the asset is sold only as part of a package, the package, and not the asset, needs to be added to the voucher.
• If there are assets or packages added to the voucher, are the correct price options for them enabled?
  Perhaps the viewer is trying to purchase a price option for which the voucher is not valid.
• Has the correct viewer email been added in the “Customer emails” section?
  Perhaps the viewer has registered their account with one email address, while a different one has been added to the “Customer emails” list.
  If this section is empty, the voucher can be used by anyone.

You might be using V2 paywall scripts for an “Access voucher” asset.

The “Access voucher” asset type only works when embedded with the Paywall V3 scripts. So make sure you’ve used them, instead of the Paywall V2 scripts.

Voucher use might be disabled for that asset.

Check the asset embed code you used on your webpage, and make sure the following code is not present: disableVoucher: true
If it is, you will have to re-embed the asset, making sure you leave the option “Voucher use enabled” on, as per default. You’ll find this option in the asset embed screen in the InPlayer dashboard. If you can’t check the asset embed code on your webpage, just try re-embedding the asset, making sure you leave the option “Voucher use enabled” on, as per default.

The viewer might not be entering the passcode correctly.

Make sure you or the viewer are using the correct passcode. Note that the codes are case-sensitive. Also, make sure there aren’t any empty spaces before and after the code.

The code might not have been created for that asset.

Log into your InPlayer Dashboard, and go to the Content section.
In the “Assets” tab, open the asset in question, and go to “Code options”.
Search for the code the viewer is using.
If the code is missing, create it.

The code’s simultaneous usage limit may have been reached.

The viewer needs to log out of their active sessions before they can use the code for a new login.
Alternatively, you can end the viewer active sessions in the Dashboard by opening the code, going to Sessions, and clicking Terminate.
if you need to change the number of simultaneous uses for the code, do so in the code settings.

You might be using V2 paywall scripts for an “Passcode” asset.

The “Passcode” asset type only works when embedded with the Paywall V3 scripts. So make sure you’ve used them, instead of the Paywall V2 scripts.

The code validity might not have been set up properly.

Log into your InPlayer Dashboard, and go to the Content section.
In the “Assets” tab, open the asset in question, and go to “Code options”.
Locate and open the code in question.
Check the Validity start date & time (UTC) and Validity end date & time (UTC) fields. Note that the times are in UTC.

A geo-restriction might have been set up for the price option.

Log into your InPlayer Dashboard and go to Content.
In the “Assets” tab open the asset, open the price option, and go into the “Additional info” tab.
Make sure “Geo-restrictions” is not checked, or if it is, make sure the correct countries have been allowed or blocked.
If you are using Country sets, open the country set in the dashboard Settings, and make sure all the correct countries have been allowed or blocked.

A “Preselected price” option might have been applied to the asset.

Check the code of your webpage to see if the tag “preselectedFeeId” is present, followed by a number (the ID of the price option).
If it is, you will have to re-embed the asset, making sure to leave the “Preselected price” option to “none”. You’ll find this option in the asset embed screen in the InPlayer dashboard.
If you can’t check the asset embed code on your webpage, just try  re-embedding the asset, making sure to leave the “Preselected price” option to “none”.

Your account has not been set up with a payment processor.

If you have a brand new account, a payment processor might not have been set up.
To check this, log into your InPlayer Dashboard and go to Billing & plan.
If you see a message telling you that you do not have a payment method set up yet, please contact us at clients@inplayer.com.

You are using a Paywall V2 embed code for a “Access voucher” asset.

If your asset is a “Access voucher “ make sure you have embedded it by using the Paywall V3 scripts.

The asset might not be added into the correct package (for InPlayer-built webpages only).

If your webpage was build by InPlayer, the way to control which asset appears on the page and which does not, is done by simply adding and removing assets from a package, in your InPlayer dashboard.
Log into your InPlayer Dashboard, go to the Content section, and go to Packages.
Open the package used to manage the webpage assets, and check whether the missing asset has been added to it. If it hasn’t been, add it and click “Save”.

There might be a problem with the asset embed code used on the webpage.

Make sure you’ve used the asset embed code from the InPlayer dashboard correctly on your webpage.
Make sure you’ve put the Script code in the <head> and the Embed code in the <body> of your webpage.
Re-embed the asset if needed.

There might be something on your webpage that is interfering with the InPlayer paywall.

Have your web developer check the webpage code and see if they can find something that might be stopping the InPlayer paywall from working properly.

There might be a problem with the asset embed code used on the webpage.

Make sure you’ve used the asset embed code from the InPlayer dashboard correctly on your webpage.
Get the asset embed code from the InPlayer dashboard, making sure you put the Script code in the <head> and the Embed code in the <body> of your webpage, and re-embed the asset.

There might be something on your webpage that is interfering with the InPlayer paywall.

Have your web developer check the webpage code and see if they can find something that might be stopping the InPlayer paywall from working properly.<>

The content embed code might not be correct (for HTML assets only).

Go to your InPlayer Dashboard, and go to Content.
In the “Assets” tab, open the asset, and go into the “Content” section.
Make sure the embed code entered there is the correct one.
To make sure you have the right code, try embedding the content on a page by itself, without the InPlayer asset. If the issue persists, there is a problem with the code itself.

The OVP integration might not be done properly (for Video assets only).

Make sure that your OVP integration is properly done.

The video ID might not be correct (for Video assets only).

Check your OVP dashboard to make sure you’ve entered the correct video ID in the asset’s “Content” section. Check the asset creation guides for info on how to find the correct video ID for your asset.

A webpage element might be overlapping or hiding the content.

Check your webpage code to make sure there aren’t any elements that might be covering or hiding the content.

The asset might not be included in the package the viewer has paid for.

Log into your InPlayer Dashboard, go to the Content section, and go to Packages.
Open the package, and go into the “Manage assets” section.
Make sure the asset is added to the package.

The wrong asset might be embedded on the webpage.

If you have re-created an asset, have duplicate assets, or are switching assets around, make sure that the correct asset is embedded on the webpage.
To make sure, check the asset ID in the embed code on the webpage, and compare it to the one in the dashboard to make sure you have the right asset in place.

The ID of the in-app product might be incorrect in the Price options of the InPlayer asset.

Go to your InPlayer Dashboard, and go to Content.
In the “Assets” tab, open the asset, and go into the “Price option” section.
Open the price option in question.
Go to “Additional info”.
If “Use external In-App IDs” is checked, make sure the ID placed there matches the ID of the in-app product in the In-app dashboard (Google, Apple, Amazon, etc).

Make sure the viewer is not using an unsupported credit card.

• Supported cards: Visa, Master Card, Discover, Diners Club, American Express, and UnionPay.
  
• Unsupported cards: JCB.

The viewer might be trying to purchase the same subscription twice within 24 hours.

As a security precaution, a viewer cannot purchase the same subscription twice in one day. They will need to wait 24 hours before they can try again. This is only the case for credit card payments.

The period for the analytics might not be selected properly.

Make sure you have selected the correct time period at the top of the Analytics tab. To see your entire revenue, click on “all”.

The default location of the viewer account menu is in the bottom right.
You can change this to the bottom left via the asset embed code.

Go to your InPlayer Dashboard, and go to Content.
In the “Assets” tab, open the asset you need to embed on the page.
Click on “Get asset embed code”.
Click on “Advanced embedding”.
In the “PER PAGE” tab, change the “User menu position” option to “left”.
Click on “Get asset embed code”.
Get the code and embed your asset on your webpage.

This change will affect all assets that are on the same page as the asset for which you just took the code, so if you have multiple assets on the same page, you don’t have to do this for every one of them individually.

The OVP integration might not be done properly (for Video assets only).

Make sure that your OVP integration is properly done.

You are logged into a different account than the one that contains your assets.

Make sure you are logged into the correct account.

You are logged into a different environment (Staging, Production, Sandbox) than the one that contains your assets.

Make sure you are logged into the correct environment.

Your assets have been deactivated.

Go to the deactivated list of assets and check it for your missing assets. Reactivate any assets that need to be reactivated.

You might be using a member login with limited access.

Make sure the login you are using has admin privileges.

To limit the maximum allowed devices for watching with the same viewer account. you can use the “Simultaneous logins” option in the Dashboard Settings.

Here is how to set it up.

The way in which you would embed multiple assets is a little different.

Click here to see how to do it.

You can use the “Geo-restriction” option in the “Price options” section of the asset you wish to restrict.

Log into your InPlayer Dashboard and go to Content.

In the “Assets” tab, open the asset you wish to restrict, or create a new asset.

Go to the “Price option” section and open the price option you wish to restrict, or create a new price option.

Click on “Additional info”.

Tick the “Geo-restrictions” option.

Select either an individual country you wish to deny or allow the price option in, or select from a preconfigured Country set, i.e. a group of countries. To see how to create and configure a Country set, click here.

Click “Save”.

If you have multiple prices for the same asset, and you want to draw the attention of the viewer to one particular price, do the following:

Go to your InPlayer Dashboard, and go to Content.
In the “Assets” tab, open the asset for which you want to set a recommended price.
Click on “Get asset embed code”.
Click on “Advanced embedding”.
In the “PER ASSET” tab, under “Recommended price” select the price you want to set as a recommended price.
Under “Recommended price description”, set up a short message as to why this price is recommended.
Click on “Get asset embed code”.
Get the code and embed your asset on your webpage.

The recommended price will now be highlighted and starred in the price option screen of the paywall.

You can use the Geo-restrictions option in the asset you wish to restrict, or set up a default restriction in the Dashboard Settings.

Here is how to set everything up.

Log into your InPlayer Dashboard and go to Content.

In the “Assets” tab, open the asset.

Click on “Get asset embed code”.

Click on “Advanced embedding”.

In the “PER PAGE” tab, under “Default language” choose the default language. This will change the default paywall language for all assets embedded on the same webpage as this asset.

If needed, further customize the embed code using the other available settings.

Click on “Get asset embed code” to get the new embed code.

Put the embed code on your page to apply the changes.

You can do this by using Packages. Packages allow you to group many assets under one common price option.

Here is how to set everything up.

You can do this in the Branding section of the InPlayer Dashboard.

Here is how to set everything up.

Log into your InPlayer Dashboard.

Go to the Billing & plan section.

Click on Request for connect.

Wait for a confirmation email from our team notifying you that the feature has been activated.

Once our team confirms the activation, go back to the Billing & plan section and click Connect with Stripe.

Log into your Stripe account.

If you have connected your own Stripe account to your InPlayer Dashboard, all the revenue is transferred on your account in real time.

If you don’t have your own Stripe account, the funds will be sent over to you around 30 days after the end of each month.

For example, you would get your revenue for January, around the end of February.

The difference between the V2 and V3 paywall is both visual and functional.

An example is the “Access voucher” viewer access method which only works on V3. So, we always recommend using the V3 version of the paywall to make sure you get the most of our platform.

To see a full summary of all the changes implemented in the V3 version, click here.

Yes!

You can create asset templates that will speed up the asset creation process.

Check out this page for full info on this,