My supporter can't see creator's content after payment
If they support a creator to unlock content, they'll need to create a Ko-fi account, and their payment should be linked to their account. A supporter can check their subscription in their Account Settings or find a record of their payment in the Payments and Orders page.
The common issues are: not having a Ko-fi account, not linking their payment to their account, or simply not having the right access. Let's walk through some simple steps for them to access content.
Tip
If a supporter believes they were logged in when they supported someone, they can try using a different device or browser. If that doesn't do the trick, clearing their cache often helps sort out a few hiccups.
If a supporter is having trouble accessing the creator's content, here's a few things to check:
Accessing content if a supporter paid as a guest or wasn’t logged in
If a supporter doesn’t have an account or paid as a guest, ask them to check their email for a message from Ko-fi. The subject for the email is usually “You supported [Creator] on Ko-fi”. The email will show who they supported and what they bought. It will also guide them on how to link their purchase to either a new or existing Ko-fi account.
After linking their transaction, they’ll be able to access the content hassle-free.
Unable to access content due to payment or subscription issue
If a supporter is having trouble accessing content due to a payment or subscription issue, here's what to check:
Subscription overdue: Ask them to verify if their subscription is overdue in their account settings. Follow our guide here to resolve overdue status.
Pending payment: Ask them to check if their payment is pending on the Payments & Orders page. Learn more about pending payments here.
Qualifying shop purchase: Shop purchases may unlock content, but it depends on the creator's settings. If a supporter is unable to access content after a qualifying shop purchase, the creator may need to enable access. A supporter will need to reach out to the creator for clarification. A supporter can follow the instructions here to message a creator.
Any issues, please raise a support ticket. We’ll need to know what steps they’ve taken, the creator’s page link, and the email entered at checkout. We're happy to help!
A supporter paid but can’t watch any videos
To watch certain videos, a supporter may need to enable cookies. Follow these steps:
-
Make sure they are logged in and navigate to the creator's page.
-
Scroll to the bottom of the page to find cookie settings.
-
Select "Accept all cookies" or set their own preferences.
-
After adjusting your settings, refresh the page. Videos should now play without issue.
If they encounter any further difficulties, please ask them to reach out to support. Provide the email they used to support, the creator's link, details of what they’re trying to access, and any relevant payment information. We're here to help!