Campaign Troubleshooting

Viewer sign-ups aren’t being tracked

For gaming campaigns, a sign-up only counts toward your goal if the participant:

Is genuinely new — previous players of the game don’t count.
Kept the downloaded file name unchanged (PC games).
Used your campaign link or QR code correctly — ad blockers can interfere with the landing page.
Downloaded a mobile game directly from the app store after clicking your link — emulators don’t count, only real devices.
Isn’t a duplicate sign-up from an account or device sharing an IP with another participant.

If sign-ups still aren’t tracking:

Verify your campaign link or QR code loads correctly, and ask participants to disable ad blockers or VPNs if they’re having trouble.
Confirm mobile participants are downloading from the app store (not an emulator) after clicking your link.
Wait until the campaign ends before drawing conclusions — data can take time to update, so check final results once it’s over.

If valid downloads still aren’t showing up after the campaign ends, contact support with your campaign name for investigation.

Sponsored stream time isn’t registering

Use the correct Twitch category. Most campaigns require streaming under a specific category — the exception is non-gaming sponsorships (like HelloFresh), which don’t need one.
Use the branded overlay. Every campaign requires it added to your main OBS scene — see Add the Sponsorship Overlay to OBS if you haven’t set it up.
Actually play the sponsored game, if it’s a gaming campaign. Non-gaming campaigns promote differently — check your brief.

If your stream time still isn’t tracked after all three:

Gather the link(s) to your VOD(s).
Contact support with those links.
The team reviews your stream and manually adjusts your goal if everything checks out.