Loyalty Troubleshooting

Viewers not earning points

Make sure Hide gambling is disabled in your Twitch content preferences — Twitch blocks loyalty/points integrations while that’s on. Also remember points are only granted while you’re live, and only to viewers currently visible in the viewer list.

Watch time is inaccurate

Watch time only starts counting from the moment Loyalty is enabled — it can’t be backfilled — and it’s an estimate rather than an exact measurement. If it still looks wrong after accounting for that, contact support.

Points cap

Viewers can accumulate a maximum of 2,147,483,647 points. Going over this can cause points to save incorrectly or display wrong. To avoid it:

Avoid manually granting very large point amounts.
Set limits in your Loyalty settings to cap how much viewers can accumulate.

Transferring points after a username change

Points and watch time transfer automatically the first time a viewer types in chat under their new username. If they don’t, you or a moderator can move them manually. Watch time can only be adjusted from the dashboard; points can be moved from the dashboard or with a chatbot command (dashboard access, or moderator/super moderator permissions, required either way).

Dashboard method

Go to Loyalty → Leaderboard, search the old username in the Current tab, and note their points.
Click Give points, enter the new username with the same amount, and submit.
Repeat in the All-Time tab. In the Watch Time tab, use Give minutes instead.
Optionally, repeat the process for the old username with a negative amount, to remove their points.

Chatbot command method

Enable !addpoints with the appropriate user level.
Add points to the new username: !addpoints <newusername> <points>
Remove them from the old username: !addpoints <oldusername> -<points>