Troubleshooting

Running into issues? Here are solutions to the most common problems creators experience on SPONSA.

PayPal Connection Issues

"I can't connect my PayPal account"

Make sure you're logging into the correct PayPal account

Ensure that your that your PayPal account is a Business PayPal account (you’ll be prompted to make one/switch to one if it isn’t)

Try clearing your browser cache and cookies, then reconnect

"My PayPal disconnected"

Sometimes PayPal connections need to be refreshed:

Go to Settings → Payment Settings

Click the toggle to disconnect PayPal

Wait a few seconds, then click on the toggle (or Connect) again

Tips Not Showing

"Someone said they tipped me but I don't see it"

Check your Dashboard for recent tips - there may be a short delay in the goal updating

Ask the supporter to check their PayPal or bank statement for a charge

If the payment failed on their end, the tip won’t appear on your dashboard

"Tips are showing but money isn't in my PayPal"

Log into PayPal directly and check your transaction history

PayPal may be holding funds if your account is new - check for any notices in your PayPal dashboard

Currency conversion can sometimes cause slight delays

Goal Issues

"Goal progress isn't updating"

Goal progress updates in real-time, but occasionally there may be a brief delay. If progress hasn't updated after 5 minutes:

Refresh and check your dashboard

Check that the tip was successfully processed

Overlay and Alert Issues

"My overlay isn't showing on stream"

Double-check the overlay URL in your streaming software (OBS, Streamlabs, etc.)

Make sure the browser source is visible and not hidden

Try refreshing the browser source

"Alerts aren't triggering"

Verify your browser source is set up correctly in your streaming software

Try refreshing the browser source

Go to Settings → Stream and use the Test Alert feature to test

SPONSABot Issues

"SPONSABot isn't sending messages in chat"

Confirm SPONSABot is connected to your channel (check Settings)

Make sure SPONSABot isn't banned or timed out in your chat

For Twitch: Verify SPONSABot has the necessary permissions

For YouTube: Ensure SPONSABot is a moderator in your chat

Still Stuck?

If none of these solutions worked, reach out to us:

Twitter/X - our DMs are always open

Email us at support@sponsa.app with details about your issue

Please include:

Your SPONSA username

What you were trying to do

What error or issue you encountered

Any screenshots that might help