If your overlay's alert didn't fire and you're not sure why, we've compiled a list of things that could have happened below.
My alerts show visually, but do not play the sound
To isolate whether this is a problem with your broadcasting software, please try pasting the overlay URL in your broadcasting software in a new tab on your favorite web browser.
You can find the Test button in the bottom left of the overlay editor, as well as the option to mute test alerts in the editor.
If the sound plays in your browser, try uploading your sound file in a different format. We support .wav, .ogg, .mpeg, and .mp3 files. If you are using XSplit, do not use .mp3 files.
If the sound does not play in your browser, your sound file might be corrupted. Try re-uploading your sound file, or try another sound to see if it works. You could also try uploading your sound in a different format.
My alerts visually show once, but every sound plays twice
If you experience double sounds while you are streaming (creating an echo), please make sure that you do not have the overlay editor unmuted in a separate window.
If you are certain you do not have the Overlay Editor up, it is very possible that your broadcasting software has multiple scenes loaded, possibly in the background. If you have the same XPN overlay scene open on multiple OBS/XSplit scenes, or you have multiple scenes (each with a Notification sound configured), then this could be the reason why this is happening. The best solution to this problem is to make sure only one OBS/XSplit scene has a notification sound set up (so then the others could have a visual with no sound configured).
If you are using XSplit and you don't want to do this, an alternative is to uncheck the "Keep source in memory" checkbox in the source settings of all your XPN overlay sources. This will add a short delay when you switch to the scene while XPN loads in, but this will also fix the problem.
My follow/sub alerts are slow to appear
Delay times can vary based on the current service status of each platform's developer APIs. If you feel alerts are taking longer than they should to appear, please contact us through the help button in the bottom-left.
My tip alerts are slow to appear
XPN will only fire a tip alert once we receive a message from PayPal stating the tip has been processed.
Usually alerts will fire only a few seconds after payment through PayPal, but this can vary based on the payment method the tipper used, or depending on PayPal's service status.
eCheck alerts will only appear once the eCheck has cleared.
If you know someone tipped but this has not appeared on your dashboard or overlay, please contact us. Before you do, please also make sure the tip went through XPN's tip page and not through a direct PayPal page; we cannot track tips made directly through PayPal.
My follow alert didn't fire for one of my viewers
If someone has followed previously, then "re-follows" (un-follow then follow again), XPN will not alert the re-follow. Therefore, if your follow alert didn't fire for one of your viewers but did for others, please be aware of this.
I'm still having problems with alerts
Please send us a message through the site or email us at creators@xsolla.com!