This can happen due to a couple of reasons. Follow these steps in order to discard any configuration issues:

I can't see the Streamloots alerts on my stream
If you are not able to see the alerts on your stream, make sure you have the Streamloots alerts URL inserted as a browser source in your streaming software (OBS, Xsplit, etc.).

You can find your URL if you go to the Alerts section on the platform. There you will also find an "Open tester" button, you can click on it to test purchases and card alerts (a new browser window will open).

If you are able to see the alerts by using the tester but not in your streaming software, then the issue probably has to be with the settings in your streaming software.

First, go to Alerts. Then click on Open button and finally, test some alerts

I had already set the alerts in my streaming software. It worked before but now it doesn't
Sometimes either streaming softwares (OBS, Xsplit...) or our system are updated, and this may bring some issues. In that case, we have some steps you can follow in order to make alerts work again:

In the OBS family, there is a "Refresh cache of current page..." button. Select a browser source and go to "Properties". This will clear the cache of the alerts.

There is also a "Shutdown source when not visible" checkbox in browser sources. We recommend that you enable this so that if you have any issue with the alerts you can hide the alerts source 5-10 seconds in order to reset it. You can also activate the "Refresh browser when scene becomes active" option, that will allow you to force that refresh everytime you change the scene.

Clear cache and shutdown source when not visible to reset alerts when source is not active

The sound/image is not showing in the alert
If you can see the alerts on your streaming software but you can't see the image or hear the sound please check the following:
The card or pack alert has a sound configured.
The card or pack alert has an image configured.
The card or pack alert has the TTS (voice) enabled.

How to check card image and alert card configuration. You will find the TTS configuration following the config showed in the image above

I can see duplicated alerts or there is an echo effect
In that case, make sure you don't have any browser (Chrome, Firefox, Edge...) with the alerts URL open.
In the same way, make sure there is no duplicate browser source in your current scene on OBS or Xsplit.

If you have already tried everything described in this article and you are still having issues with the alerts, please contact us by using the bubble chat (you will find it on the bottom-right corner in your Dashboard) or by sending an email to support@streamloots.com
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