Live Sale Troubleshooting Guide
Technology doesn't always cooperate, but don't worry! Here are a few quick fixes for the most common issues during our live sales.
I Can Only See My Own Comments
If you're watching on YouTube and can only see your own comments:
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Look at the top of the chat window.
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If it says Top Chat, click or tap it.
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Select Live Chat instead.
If you're still having trouble:
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Refresh the video.
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Close and reopen YouTube.
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Make sure you're watching directly on YouTube rather than from another website or app.
My Claim Won't Go Through
Please submit your claim only once and give YouTube a few seconds to process it.
Submitting the same claim multiple times in a row may cause YouTube to think it's spam and temporarily block you from commenting.
Even if your comment doesn't appear right away, please be patient before trying again.
I Can't Comment Anymore
Occasionally, YouTube may temporarily prevent someone from commenting. This is a YouTube feature and is not controlled by Tia Maria Wigs or StreamYard.
If this happens, don't worry! Every live sale includes a backup claiming option. The backup method will be announced at the beginning of the live sale and included in the video description or pinned comment.
Simply use that backup method, and we'll do our best to honor your claim.
I Think I'm Behind on the Live
If everyone seems to be talking about something you haven't seen yet, your video may be a little behind.
Try:
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Refreshing the video.
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Looking for the red LIVE button and clicking or tapping it.
This should bring you back to the current point in the broadcast.
My Video Keeps Buffering or Freezing
This is usually caused by your internet connection.
Try:
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Refreshing the video.
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Closing other apps or browser tabs.
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Moving closer to your Wi-Fi router if you're using wireless internet.
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Switching from cellular data to Wi-Fi (or vice versa).
I Can't Hear the Audio
If the video is playing but there's no sound:
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Make sure your device isn't muted.
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Check that the YouTube volume is turned up.
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Refresh the video.
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If you're using Bluetooth headphones or speakers, make sure they're connected.
Still Having Trouble?
We're happy to help!
If you're having technical difficulties during a live sale, use the backup claiming option announced for that event or contact us after the live if you continue experiencing problems.
We appreciate your patience and look forward to shopping with you! Questions? Email: orders@tmwigs.com