helpdesk-merch

[proper tangle]

I changed my twitch name and now my store front has infinite loading, How do i get it to work?
TheCynicalKitty was my previous name
https://merch.streamelements.com/Cynocles

[hexed zephyr]

#helpdesk-merch for the last week I've had a problem that I asked for help for multiple times with no answers: My viewers can't buy my merch in the merch store. One of my viewers said that it writes transaction failed. My paypal account is working and is connected to StreamElements.

[hexed zephyr]

When I changed my name I had to get my account reset to update the link from the oldname link to the newname link and lost all of my stuff I was warned and backed up everything before so no para there. I had no infinite loading issues tho

[thick summit]

i have the same problem please help T.T

[topaz fern]

@proper tangle ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[open wedge]

Hello Helpdesk,

I cashed out our merch and did not receive an email for payout instructions or where to go

Can someone please assist?

[frozen latch]

You can set it up here: https://strms.net/tipaltisetup, but payout can take ~14 -21 days

[open wedge]

Thanks @frozen latch got it square now.

[late monolith]

#helpdesk-merch What currency is SE.MERCH In?

@errant cargo

[compact smelt]

Hey, Could one of the staff message me please, Thankyou

[limber marsh]

i have been waiting more the 21 days when i clicked on withdraw for my payout and i still dont kn way i havent got it can you plz help me. 246030 this was the number i got when i filled out the form 3 days ago asking for help this is getting frustrating

[wraith shard]

my Community cant buy my Merch stuff

It says problems with tax or shipping adress

[topaz fern]

@compact smelt ⤵️

Welcome to the helpdesk! Please let us know how we can assist you today and a support volunteer or staff member will assist you as soon as they are available. Thank you for your patience.

[fickle mulch]

Responding to your ticket now! Our apologies on the delay in response as we've had more incoming requests than usual and are responding to them in the order received. Thanks for your patience!

[fickle mulch]

Hey there, we are sorry to hear there have been issues purchasing your merch recently. We would recommend having those affected by the issue send us a full screenshot of their screen showing the error message and what they are attempting to purchase to [e-mail] so we can look further into this for you.

[tall ruin]

Hi all, my previous twitch username is showing on my tip page

Is it possible to get that updated?

account id: 61c153bbe76630ac6da83f8b

also the broadcaster username in https://streamelements.com/dashboard/bot/user-management

and really my username updated everywhere else, it says i have 18 followers on dashboard, but i have 80 on twitch, so thinking something needs reauthorization, and i will probably have to update my overlay browser source URLs on OBS

[topaz fern]

@tall ruin ⤵️

If you changed your name on Twitch, please follow these steps:

1. Visit https://streamelements.com/logout and then log in again by connecting with Twitch.
2. On the right side of the dashboard page that opens, select Join under bot settings. If it says Part select that and then select Join to send the bot to the chat. Don't forget to mod the bot by typing /mod streamelements in your channel if you have not already.
3. Post your old and your new name here so that we can update your channel's chatstats tracking (must be done by staff).

[tall ruin]

Sick thanks!

[hollow siren]

For the tipping page, can you provide your account id?

[topaz fern]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[tall ruin]

logged out and back in, parted and joined, streamelements is modded

old username is z4char00n1, new username is zachisfine

[hollow siren]

Did your tip page update by chance?

[tall ruin]

account id is 61c153bbe76630ac6da83f8b

one sec

it did not https://streamelements.com/zachisfine/tip

[hollow siren]

https://streamelements.com/dashboard/tipping-settings click "Tipping Settings" on the right, expand "Design"

[tall ruin]

Ah yeah it's set as text there, thinking that could be updated when staff update username if the previous username is present

[hollow siren]

Not sure why it didn't / doesn't update, but you should be able to update it.

[tall ruin]

Sweet, thank ya

okay so i reloaded overlays with new settings

tip page updated!

as far as obs browser source urls or other reauthorizations, do i need to update anything?

[hollow siren]

You shouldn't need to. If you're using SE.Live you'll need to log out of that and log back in

[tall ruin]

yep, 22.3.5.805

[topaz fern]

StreamElements menu, on top of OBS > Logout > Login

[tall ruin]

crap, phone is dead because 2fa

but got it, will try that and report back

many thanks for the assist @hollow siren

[hollow siren]

Sure thing. Stats should be updated soon ™️

[tall ruin]

whenever the crontab runs eh?

[hollow siren]

Nah, when the staff have a free minute to get to it :)

[tall ruin]

manual approval queue, gotcha

will check on stats tomorrow, was really just more worried about the text and stuff, like viewers deciding to tip going who the heck is this LUL

also, to confirm (as a merch question heh) you have to be an affiliate for the in-chat loyalty store items to appear below the chat input field, but e.g. i can link my store as i have done on twitch profile, and it looks like i don't need to be an affiliate to redeem the points, the user just needs to log in to streamelements with their twitch and redeem the points that way, is that correct?

and, would i need to be an affiliate for a follower to collect those loyalty points?

[hollow siren]

Nope, those are entirely separate

[tall ruin]

like e.g. click the green button below chat

[hollow siren]

Only thing you need affiliate for as far as StreamElements is concerned is sub alerts I believe.

[tall ruin]

yeah and cheers, got those set up i think

[hollow siren]

Loyalty https://streamelements.com/dashboard/loyalty is available to everyone.

[tall ruin]

okay but as a nonaffiliate will a follower be able to see their current loyalty points accrued below chat input

[hollow siren]

Twitch channel points and StreamElements loyalty points are completely separate systems

[tall ruin]

or as you say it's separate, they'd have to figure that out on the streamelements website

streamelements bot would just issue the points silently

[hollow siren]

Yup, or with some of the modules users can earn/lose more.

[tall ruin]

gotcha, i was wondering about that, so for the twitch channel points, that would require affiliate?

[hollow siren]

That's correct

[tall ruin]

okay, that makes a lot more sense now, i thought it was updated via the oauth scopes, or does it update them if 1) you are an affiliate and 2) you have loyalty store setup, can it mirror the store items?

[hollow siren]

Currently there's no integration between the two.

[tall ruin]

gotcha, seems like there should be

if one is using streamelements for most everything

not mad at amazon/twitch for gating their cpu time behind manual approval by stats

[hollow siren]

There is the stream store https://streamelements.com/dashboard/store/items that you can use for point redeems.

[tall ruin]

yeah that's what i have now, i just have to i guess set up a timer to link the store in chat while i'm live so people know it's there and that i don't yet have twitch channel points setup, and that there are points to be used at all

is it possible to set up a timer that tells a random user in the channel that has at least 1000 points that they have the points and they can redeem via the store

[hollow siren]

https://streamelements.com/dashboard/bot/timers

Can send a timed message, but not to users who have a set amount of points.

[tall ruin]

Gotcha so no command variables, because there's no user reply context i guess?

[hollow siren]

Correct

[tall ruin]

but if a user does !points they can see their own right?

[hollow siren]

Yes, and there is the leaderboard too.

[tall ruin]

ok so no timer needed

not for a specific user, just for it's existence

logged back in on se.live

looks good 👍 you da man

also sorry meant to say it was a loyalty question not a merch question perse, but i didn't see a loyalty specific channel here on the discord

[hollow siren]

Usually #helpdesk-twitch but since it's quiet I wasn't going to drag you over there.

[tall ruin]

ah gotcha, also seems that i was mistaken about the stats, forgot about the month selector up top, was just saying the followers i have this month

there's no all time stats so i thought it didn't match my total followers

👍 StreamElements rules!

[lusty garnet]

is there a way to make merch more custom

want to make a pullover like this and 1 red and blue gloves

[hollow siren]

stats fixed/update.

[valid swallow]

Can my merc channel be reset my store has my old name link

[hollow siren]

In order to change your name, we have to reset your store. you'll lose all the items in it. If you're okay with that, then please provide your account ID.

[topaz fern]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[valid swallow]

I am oke with that my account ID 5cc733ac5070932b3ff3837a

[hollow siren]

Looks like I'm going to need you to submit a ticket.

[topaz fern]

Please create a support ticket by filling out the form here: https://streamelements.com/contact This will ensure staff are able to track and resolve your issue in a timely manner.

[meager pumice]

Has anyone ordered stickers? Are they cut out or its one whole square white piece ?

[sage pebble]

Could I get support with my merch store payout? I never received the withdrawal but it says it was received on the site.

[feral mantle]

Could I get support for my Raid Sponsorship? it keeps bugging, I have already finished the 2 hour go but it just restarted 😦

[topaz fern]

@feral mantle ⤵️

If you need help with your campaign or sponsorship please use our form here: https://strms.net/sesp_help Thank you.

[feral mantle]

Looks like that did not answer my question, the problem is not how many people completed the tutorial. The problem is that I have streamed the game for 2 hours and it did not count. Could anyone help? I have already sent a message but it's been 3 days or more and nothing...

[pearl badge]

As long as you placed a ticket someone will respond to it. We've had a significantly high number of tickets and are trying to get through them.

[feral mantle]

Oh okay, thanks for letting me know. It is just that the deadline is kind of short, so I will keep trying here. 🙂

❤️

[split forge]

Maybe a stupid question but I just wanted to be sure. A friend of mine wants to buy some merch and he wants to do it live on stream. But he’s wondering what name appears in the alert since he doesn’t want his irl name to appear. I haven’t had many merch purchases yet so I couldn’t answer will full certainty. Can anyone shed some light on this? Will he be able to add a username for the alertbox during purchase?

[lone garnet]

how can i fix the preview of the logo? all the other logos on my store come out fine expect for these two items and if i order these will the logos come out normally and not all black?

[magic basalt]

I understand there’s a long help ticket wait… but I ordered merch an entire month ago and still haven’t had it ship and have been waiting weeks for someone to tell me what’s going on.

[sleek dagger]

Hello, I have one of my twitch followers trying to buy some of my MERCH but the payment systems are erroring and not working, card and PayPal.

[fierce rose]

Is there support I may speak to about a shirt order I'd like to be sent as gift and private information.

[hollow siren]

What's up?

[pearl badge]

Unfortunately atm there is no safe way to do that.

Definitely on the radar of things but not possible at the moment.

[exotic heart]

Hello SE.Merch support team, is it possible to dm one of your staff my merch design to see if there is anything wrong with it? My designs should meet all the requirements, yet not only the merch i ordered as samples, but also the merch that some of my supporters ordered, were just terrible when it came to the printing quality, the colors are just completely washed up. The quality of the fabric is superb,no problems here, its the print that is a bit off to me.

[topaz fern]

@exotic heart ⤵️

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[exotic heart]

I did already reach out like that, and told my supporters to do as well, but it revolves around 5 merch items and all of them have washed up colors, so i doubt its just bad luck. Hence i was asking if there its possibly if someone could check the designs? Would help to pinpoint the problem, is it the design or just a bad day at the factory?

[pearl badge]

Unfortunately not something I can answer tbh.

[exotic heart]

alright, thanks anyways. :)

[frozen jay]

hey can Simone help me pls so last week i viewers ordered stuff from my merch store and it has not showed up as they ordered it what going on ? i know it says 24hrs its being longer then 24hrs its 3days now ?

[lone sail]

Are you talking about the profit amount?

[lone sail]

The print looks solid to me, so maybe something with the print files. What is your account ID, I can look into them

[lone sail]

Can you get them to reach out to our support with a screenshot with the errors? Without those, we have no way to diagnose. [e-mail]

[lone sail]

DM me your order number

[lone sail]

Go into the item and change the thread colors. This happens when only Black is chosen.

[lone sail]

We do not show real names no matter what. At the least, it could be initials, however if it is through twitch and they log in, it should show their username

[lone sail]

Don't worry too much about the deadline, the team will make sure everything gests taken care of.

[lone sail]

A withdraw will take 14 days from the date of request before it is released for payment (for safety and security of both parties). Have you registered with our payments partner, Tipalti, yet? It would have come to you in an email. If not, check our FAQ under payments and there is a link that will take you directly to the setup through your SE account. Just make sure to set it up on the account with merch

[lone sail]

Stickers are Kiss Cut, so they will have about a 2mm white edge around the design, but cut to shape, not square. We just have a square to work with 🙂

[sleek dagger]

okay i will

[worthy gazelle]

Hi there, I have an issue with an address in Belgium not showing me shipping methods. Any Idea on how to fix it?

[lone sail]

What item do you have in your cart? This normally will happen when an item is out of stock

[feral mantle]

Issue was fixed already, thanks for the reply

[lavish pumice]

Hi, I'm having trouble with my shop name after changing my Twitch username. I've emailed support but I'm still waiting for a response

[humble cliff]

I'm trying to rotate items that would sell more or catch someone's eye to the top of my store .. which would also show them first in my merchandise rotator on stream. I currently have been deleting entire items and redoing them when the seasons or situations change (new merchandise etc). I sure wish there was an easy way to move items n your store by sliding them etc.... That would allow me to have a much better and larger stock without all the headache. Thanks for any help or suggestions!

[feral mantle]

Good Night, I have another little problem here. So I completed all goals needed for the Sponsorship and looks like it is saying that I need to provide payout destination, but I have already done this step. Could anyone help?

[weak gale]

Does StreamElements make the Merch or does the Store Owner have to make it? I'm wondering this cause I have no way of sending any products and I was just wondering.

[coarse zinc]

StreamElements has Print on Demand Partners. So you have to do nothing.

[meager pumice]

Thanks!

[frozen jay]

its not showing on order history that it was ordered and etc

[jagged harness]

I'm not sure which channel to use for SE.Pay specifically. Is this one okay? I keep getting errors from it and need help 😭

[topaz fern]

@jagged harness ⤵️

Please contact us via email for support with SE.Pay. You can use our contact form here: https://streamelements.com/contact Thank you.

[coarse zinc]

I have a lot of this in Products i wanna sell on the Merchstore, does that mean they not in stock currently? Cause that would be bad if not even T-Shirts are in Stock xD

And Yes my Adress is correct 😄

[lone sail]

To update your store URL, we currently have to completely delete your store to make it reform properly. If you are OK with that, please provide me with your account ID and I will get it done.

[lone sail]

This is something on our list, however we are not sure when we will be able to get to it right now. Sorry!

[lone sail]

Please contact the support team at [e-mail], this is not the correct channel.

[lone sail]

We handle all the physical tasks for you, you just need to set it up and sell it 🙂

[lone sail]

Any single product in the cart could cause this for the entire cart. However, if you are seeing it on single items, please send me a screenshot of your cart and I will see what I can find out on my end.

[coarse zinc]

Yeah i tryed it now with the Unisex T-Shirt and the New Snapback. The Mug is fine 😄 (I always do it with single Items)

So T-Shirt and Snapback is getting the error

Large Eco Tote also errors

FYI i come from Germany if that has anything to do with it.

so these 3 Work together.. but i guess he uses USA then as a Shipping Place. Cause long Deliver Time. If i take out the last Item he gets errors again

I wanted to start up the store with everything really set up for a Special Stream in like 1 Week. But since most people come from Europe that are watching this will not work for me sadly. (Except you find what and why it is currently like that). :<

[lone sail]

It shouldn't be limited to Europe, we serve the entire world with these items. It seems limited, but we are working on it

Dev is asking if you can try clearing cache or in Incognito mode

[coarse zinc]

sure can gimme a second

Snapback same error so far in incognito. I will see what happens on phone

Phone also the same

[lone sail]

Ok, so from here, we want to check the error in the console. If you right click on the page, then click inspect, it should open the DevTools. Redo the checkout page with this open. Send me a screenshot of the Console page and the Network page, dev wants to make sure that the error is the one she is thinking it is

[feral mantle]

@lone sail what would be correct channel to talk about payments? I also emailed streamelements but I guess it takes some time..

[lone sail]

for sponsorship stuff, the best is the email. There is a backlog right now, but they will get to you. Sponsorship stuff is so specific it is tough to be able to handle it here. For anything SE.Pay, you would use the helpdesk related to the platform you stream from. If it is a merch payout, then here is fine

[feral mantle]

;) alright alright, thanks! I'll just wait then, thanks for the help!

[wise horizon]

Hiya, have a question about the embroidered items.

Why are we using such shiny thread? lol. I made a logo for my gaming community and on the log itself and preview it looks fine but on the test one it is just smeared looking.

I get it the preview is a digital mockup but the difference is quite glaring in the thread difference lol.

seems like the white lettering is emboldened on the preview and then the actual prodcut its like 1 strand lol

[wise horizon]

^also would like to talk about a refund for that, that hat is almost useless and quite far from the preview

[vestal turtle]

How do I use SEMERCH with Real currency?
I always wanted to use this t-shirt purchase system but this dollar system gets in the way.
Can you adapt the currency to our country and, if possible, include different forms of payment from my region Brazil?

[humble cliff]

Hmmm.. looks like my Question got Hijacked.... still looking for a way to move items around in my store without deleting and re-entering everything.... Any thoughts ??

[pearl badge]

@humble cliff no can do ATM.

@vestal turtle not possible atm.

[topaz fern]

@wise horizon ⤵️

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[reef night]

Hello, I changed my twitch username, but it still shows up as my merch store url. I was hoping to change it. I do understand that I will have to more than likely start over the store and re upload all my current merch.

[runic swift]

I need some help with a withdrawal. I withdrew profit from my merch but haven't received an email or the money.

[neon tendon]

Hello, So my shirt I got from the merch store.. I didn't even have it a month and paint on the shirt already chipping away.. The shirt looks like it's over a year old or more.. and I only washed it like 3x since.. The durability of the paint isn't good and these items are not cheap. This will make many customers mad because they got poor quality and will blame the seller.. Like example. me.. not the merch store..

[pearl badge]

Fill out the form link from the bot above.

[lilac sinew]

Hi there, trying to add items to my store. Added my logo and looks okay when editing it on said merch, press preview and it's just the outline but in black? o-o

[lone sail]

No, I replied to your question previously. That feature is on the list

[lone sail]

Right now, we are only able to offer USD on the store front. However, when checking out through paypal, you will see the amount in your local currency. We pay for the conversion to what we want, but you will still pay in your local currency.

[lone sail]

Hey! On this one, your design does not follow the embroidery guidelines. The text here is too small for embroidery, resulting in what you see. The preview you see is just that - a preview. Embroidery requires a second level "digitization" that can only be done by a human, and is only done once the design is purchased the first time. In your case, you actually got lucky and got 2 threads for the text, where most of the time it will get turned into a single thread called a "run stitch". I would recommend removing the white text all together, the design would look just fine without it

[lone sail]

As long as you understand that I will have to reset your merch store, send me your account ID and I will nuke it.

[lone sail]

How long ago have you requested withdraw?

[lone sail]

Send me pictures. This is not normal, these should last 50+ washes. I have shirts 4 years old that I wear regularly that haven't worn out yet

[lone sail]

Make sure to select the thread colors

[runic swift]

@lone sail about 10 hours ago

[lone sail]

Payouts will take up to 14 days to process for security of both of us. They also go through a review process before being sent for payout.

[exotic heart]

hey sorry for the late reply, i thought no one would reply to that old message anymore, should i dm you my account id or is it safe to post it here? :D

[lone sail]

either or works

[exotic heart]

5f0f7b7f378c9ee96b45e75c

[coarse zinc]

Looks like the Design Editior is cutting something off on the Mug.

[lone sail]

Can you explain a little more? I am not sure what you mean. Our mugs do not have edge to edge printing, so the black hash line you see will be the print boundries

[coarse zinc]

@lone sail my design goes where the blue line is. So it stops way before the black line on the Mug. It just cuts it off in that direction. Even in the 3D mockup it is then cut off :D

[lone sail]

Can you please DM me the design you are uploading?

[coarse zinc]

Sadly i already re Edit the file now and made it shorter. I will re create the file and send it later to you. I am now in Bed (after midnight for me :D) @lone sail

[lone sail]

Sounds good. For mugs, it should be a pixel dimension of 2538 x 945 to fit perfectly. You can see this value for all products in the bottom left of the Editor, at the bottom of the Layers box

[neon tendon]

do I PM you with pictures or post it here?

[neon tendon]

this was 1 month ago.

[lone sail]

Thank you!

[lone sail]

Can you also provide me with your account ID? I will use that to find the order information and make sure everything is processed properly. DM is fine

[neon tendon]

ok information sent. Hope that's what your looking for cause I can't find information on order history or account ID

[brittle flame]

is there away to add stuff to the front and back of shirts and hoodies?

[neon tendon]

just add new item and your will see a front and back shirts and hoodies.

[brittle flame]

but i want it on the same item

[neon tendon]

https://store.streamelements.com/davetormala/product/5gHuPnWrRzywlAHuCfF6Ow multi side I think you want

[brittle flame]

yes that is what i want but i only see it for shirts

[neon tendon]

yeah the hoodie isn't available I see.. Maybe in a future update?

[brittle flame]

thank you for the help

[neon tendon]

np

[plucky wind]

Good morning everyone. I have a problem (maybe) with StreamElements Merch. I placed an order for material to view as a Shop owner. Paypal sent me the payment details but I have not received anything from StreamElements. No reference to the purchase and order placed. No mail and no trace on the site.
Today 8 days have passed since the payment

[eager scaffold]

I had placed a request for my payout about a month ago, which is now a week over the 14 hour period I was required to wait. I am patient, but I feel like I'm in the dark and haven't recieved any sort of confirmation even after this long. If some help could be provided that would be wonderful.

[lone sail]

@eager scaffold and @plucky wind , please provide me with your account ID and I will check into both issues for you. Instructions for that coming shortly

[topaz fern]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lone sail]

We are planning on adding multi-side to all of our apparel, it just takes some time to get it added

[jovial chasm]

I have had 2 orders that my customers have received but they are not showing up on my page and I have no profit from them. I also requested a payout about 72 hours ago and never received it or an email to set up my Tati account.

[lone sail]

Hey! Send me your account ID and I will check into those two orders. As for the payment, you will see on the payments page that payments will take up to 14 days to process. All payments are run through a manual review which does take time.

[sick cliff]

I have messaged Stream Elements twice about never receiving a Merch Payout. It says it finished but that was a week ago and I have yet to see funds in either my bank or Paypal.

I havent gotten a reply in emails

[jovial chasm]

62d71f8446af845dde8397a4

[lone sail]

What day did you request it, and please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[patent badger]

Hey there, I have a high quality image/ never had an issue with making merch yet this one looks like absolute dogshit when it loads up despite it saying dpi is EXCELLENT ...

can someone please help? I have an artist that makes stuff for my merch all the time and we have never had this issue

its registering the image at 479 dpi/excellent

this is how it comes up

this is the normal (what it looks like)

please help

[fair spire]

Hi, I have a customer that got a messed up print. How can I get a new one sent?

[topaz fern]

@fair spire ⤵️

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[lone sail]

This is fine. The image you are seeing here is just a digital representation of the print. These end up being small and may appear to lose detail as they are intended to be light weight to show on the website. The image we provide to our printer is around 4500x5700 pixels and will print as accurately to your original design as possible.

[lone sail]

They can also reply directly to their order confirmation email, just make sure they include pictures of the print and we will get it handled ASAP

[patent badger]

okay I was concerned because the other stuff I've uploaded before has NEVER done that . So I was wondering why it looked so off in comparison. Like this one looks like it has way more detail

as does my blanket set up

its just this particular image that seems to be having more issues

the preview image for that one just ... is so drastically worse looking then everything else on the site

[lone sail]

It is sometimes weird how things get compressed. But at the very least, we will 100% make sure the full size image is the one printed

[noble sparrow]

i have two questions the first one is when i tried to add any hat to my merch it shows preview and not next to add it to my merch store
second one is how can i change the merch twitch panel to something else but i already have one on my about page but i want to change to a different pic

[merry mortar]

I have a question. SO someone bought a hat off me and it shows that they bought it in my revenue history but not in the se merch payments section. why

[noble sparrow]

I can't even add hats my Merch store it won't work keeps saying preview instead of next

[elder geyser]

dont see a spot for loyalty shop so i guess here? I have been unable to post new game codes for the past week...it just keeps saying there has been an error

[pearl badge]

#helpdesk-twitch

[noble sparrow]

It was late last night so no one saw this post

i have two questions the first one is when i tried to add any hat to my merch it shows preview and not next to add it to my merch store
second one is how can i change the merch twitch panel to something else but i already have one on my about page but i want to change to a different pic

[frozen jay]

can sum one tell me why orders from a week ago still has not showed up on order history ?

[lusty sentinel]

Hey guys. This is super disappointing. I washed my hoodie one time, on a cold, casual cycle, I haven’t even dried it and the logo is peeling off already. I purposefully washed it on a light cycle bc this was the first time washing my own merch and I wanted to keep it nice and vibrant for my videos. Now what do I do bc I can’t ask people to go buy my merch if this is what’s going to happen to them too.

[stuck mesa]

i have a problem with my merch account. i have already merch on SE, but when i log in to my account and go to the SE.Merch i have to start a new one. why is that when i already have one?

[frozen jay]

I'm have to keep telling my viewers I'll ask what's happening happening cuz last time they ordered they got it a week later or so and now idk what 2 tell them so ya can u guys pls tell me what's happening

[wise frigate]

Did something change in regards to shipping costs? I am trying to order a mug of my own merch and it costs 7,99 for shipping. When I bought my own mugs in the past it was way less. I live in the Netherlands and it says that this is one of the countries SE Merch ships from.

[sharp urchin]

Same Social account? (Twitch/YT/etc)

[sharp urchin]

Can you send me some photos in DM?

[sharp urchin]

The orders will appear once they been completely processed (payed & shipped)

[frozen jay]

how long can that take so i can get them off my back about it

[sharp urchin]

Can you send me the store link?
Ill take a loot

[frozen jay]

a dm is fine ?

[sharp urchin]

More than fine

[stuck mesa]

@sharp urchin Seaarekay on all

[runic pecan]

heya....would it be possible for a pocket outline to be an option on the tshirts and hoodies? Atm we have to drag and resize the design every time

[solar wedge]

Hey I'm doing a little bit of rebranding, and if possible I would like to change the url for my merch. I looked everywhere and couldn't find a solution to do this, it seems that I can only keep the existing url with old branding... Does anyone have any advice?

[iron lynx]

Hey all I ordered 2 of xl hoodies and the company sent me 2 larges, I still want to get my 2 of XL hoodies. How do I go about reaching out and getting the right hoodies size sent

[sharp urchin]

DM me your order id and a photo of the hoodies ticket

[sharp urchin]

It requires us to completly reset your store at the moment

[iron lynx]

Okay I'll get the picture when I get home

[solar wedge]

Ahh ok that’s fine, I have to make new products anyway

[sharp urchin]

Dm me your current store link

[split forge]

Someone recently made a purchase on my SE Merch store. The alert came through and I see the purchase in the dashboard on the latest events and on the latest purchases ticker on the store itself. But when I go to the SE.Merch page, it doesn't show up on the latest sales. It's been over a week, so I'm wondering if something goes wrong somewhere?

[lone sail]

Hey! I will have a look, just please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lone sail]

Reply to your confirmation email with a full picture of the items laying flat, with the designs and the neck tags visible and we will get you the right items sent out 🙂

oops, Espires already got you I am not used to having him around again

[iron lynx]

Done

[iron lynx]

It bounced back on me

[lone sail]

Can you send me a screenshot of the bounce back?

DMs

[iron lynx]

Sent

[split forge]

Thanks. Here's my ID: 5cd2e5c28d60040b69a4dfe0

[remote cypress]

Hey, I place a order for my own merch, and got only 1 piece of it.. now I know they can come in different shipments but there has been zero update on my order in over 2 weeks

[manic shard]

Hey, I need to reset my merch store URL on the twitch side.

In the middle of a rebrand.

[fair spire]

hi Scalper, we both reached out and haven't heard anything. She emailed on July 27 and I feel bad she still has a messed up shirt. Anything I can do to speed this up?

[lone sail]

Our support team is currently backed up with tickets, but we are working through them as quickly as possible. They have to handle more than just merch stuff, but I am trying to get to the merch stuff as quickly as I can. If you have the ticket numbers, I could see if I can grab them myself when I am processing tickets today

[fair spire]

p9a2jYNIRmSxxw1xpPyuQA. Thank you so much!!!!

[lone sail]

That is the order number. If you sent in a ticket, it should be a 6 number code. I can see what I can find with this, but the ticket number is best

[fair spire]

my bad, here's hers: 249157 and mine: 250236

[lone sail]

perfect! I will respond there once I am able!

[stuck mesa]

@sharp urchin did you find out what the problem was? i still cant access my store page

[warm gate]

i have a question in regards to how long it takes for customers to receive their items. looking at 2 months in a few days that items havent been shipped. customer receipts says 2-7 days but she hasnt gotten anything... i need an answer!!!!

[dense sierra]

@sharp urchin Heya have an issue with my order tracking number CY123237232US,ordered at 6 of june,estimated time is from june 28 till july 19, yeah i was warned about covid issues,and parcell can delay but today is 3 of august,in tracking history it is in china now. Thanks for your atention,hope the problem would be solved.

[rapid relic]

hello. Sorry if this needs to be sent elsewhere, but I requested a withdrawal to my email/account on July 26th, and never received a "cash out" email. Help? I can give more details if u need me to

[wheat seal]

I have made about $35.00 in merch alone and want to deposit it. I did but I get an email saying it was not able to be deposited. How do I get that money since I have already made it and deposited it? I am upset about this because I have been trying to get to work for a couple months now.

[pearl badge]

@wheat seal #helpdesk-merch message

[lone sail]

Payouts take from 14 days to 14 business days to process. We run all payouts through a manual review process before they are sent for payment. If you haven't done so already, sign up for Tipalti here https://strms.net/tipaltisetup. If you have any other questions, please review the Payments FAQ here https://support.streamelements.com/en/articles/202-se-merch-payment-faq.

[lone sail]

Hey! Have you created a ticket with our support team? If not, please email [e-mail] with all this information including your Order ID. Thank you!

[lone sail]

Please have your customer email us at [e-mail] with their order number and we will see what is going on with the order. Thank you!

[lone sail]

Hey! I will poke him, please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here. I just want to make sure we are checking the right account

[crimson maple]

I have a quick question regarding the URL to my SE Merch store - I recently changed my twitch username, and my merch store URL still reflects that old username. I've searched and search for a way to update it, but can't seem to find out how. Any help would be awesome, and very much appreciated. Thanks!

[hollow siren]

Unfortunately, in order to change the name on the merch store, it will need to be deleted and recreated. Please post your account ID and confirm that you're okay with your merch store being completely erased in order for the name change.

[topaz fern]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[crimson maple]

Okay! That's completely fine. I was kind of thinking that's what I would have to do. Thanks for the speedy response!! I appreciate it @hollow siren You're awesome

[hollow siren]

Can you grab your account ID and post it here for me?

[crimson maple]

@hollow siren 6133227538dfc6a4018be3b6

[hollow siren]

Thanks!

[crimson maple]

No thank you! It's awesome that I can get support at this time of night! lol

[hollow siren]

I can pass it to the staff, not sure if it's a dev/backend thing that will have to wait until morning though. And they're pretty full up on support tickets. You'll get a ping when it's fixed or if they need anything else.

[crimson maple]

Okay awesome, thanks. There's no way for me to delete my store on my end?

[hollow siren]

Nope

[hollow siren]

and you should be all set!

[crimson maple]

Dude you're awesome. Thanks a bunch, champ

⭐ ⭐ ⭐ ⭐ ⭐

[fervent swift]

Hey guys just need help when you can.. sooo how long does it take to see the profit from an order on the payments page or where do i see it if im not looking in the right place? i see the order on my order history but i do not know where to look to see where i got the profit

[lyric geyser]

Hello, I made a purchase (August 2) on my page as a regular customer and the order still hasn't appeared. How long does it take to appear in Order History?

[patent kernel]

Greetings and salutations!

Quick question: Is there a way to refresh the downloadable merch panels in SE.Merch found in the marketing section?

The downloadable panel has a piece of merch pictured that was a test piece, which I deleted. So even though its not in the store, the panel is showing that as a display for the store merch. The shirt in the background is not in my merch store. It was the test piece as I was going through my initial setup. But I don't see a way to refresh the panels.

Thank you for any help.

picture of panel provided for context

[surreal lintel]

Hi - seems my entire store and all my merch have disappeared? Help? Put that thing back where it came from or so help me?
Account ID 5c5a8b7dbaad727cd46ad9e2

[loud heath]

Hey there. I ordered some of my own mwrch for promotional reasons for roughly 100 bucks. I have not recieved any product and the tracking number I was provided no longer tracks anything.

[patent ferry]

I'm currently trying to make my own merch but I can't make my logo a good size without it being "bad quality" is there some way for me to fix this

[regal laurel]

Hi! I;m 99% sure I misput my bank info when setting up S.E Pay, and while I was able to withdraw money on the 3rd and the 4th, I am unable to withdraw the rest/haven't recieved any of other withdrawls. I understand it takes more time but I'm worried I misput my numbers! Is there anyway to change that through support? Thank you!

[limpid willow]

Hiya ! I'm just wondering how I would go about updating my merch website URL. I changed my twitch name and would like to update it too. Any help appreciated 🙂

[deep fog]

@limpid willow Hi! Unfortunately, right now the only way to fix the merch store URL after a name change is to recreate your store from scratch.

[limpid willow]

Oh yep that's so fine, I thought that might be the case! How would I go about that?

[deep fog]

Are you aware this will reset your merch store (=delete all your items) and you will need to create/set everything (regarding merch store) again?

[limpid willow]

Yeah, not fun but I'd like everything to match up haha

[deep fog]

Okay, so what is your username?

[limpid willow]

Sayukimon_

[deep fog]

Okay, will pass it to staff team 🙂

[limpid willow]

Thanks so much !

[deep fog]

@limpid willow Should be done 🙂

[limpid willow]

Awesome ! Thanks so much ❤️

[turbid echo]

Hello!

When submitted my design for my merch store I got a notification that my merch store was being settup and that it would be ready shortly, it has now been a week and I am completely unable to access my merch store (still tells me it is being prepared) is there anything I need to do, is this a problem on my end?

no matter what I'm unable to preview my store

[pearl badge]

Which browser and could you try private/incognito?

[patent kernel]

I've asked this multiple times now. Haven't received a response yet. So I'm reposting. I know folks are busy and it's the weekend. Here is it again.

Is there a way to refresh the downloadable merch panels in SE.Merch found in the marketing section?

The downloadable panel has a piece of merch pictured that was a test piece, which I deleted. So even though its not in the store, the panel is showing that as a display for the store merch. The shirt in the background is not in my merch store. It was the test piece as I was going through my initial setup. But I don't see a way to refresh the panels.

Thank you for any help.

[lone sail]

please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lone sail]

Unfortunately I am not sure on this. That part of the product is kinda old and on the list to get a refresh, just not sure when we will be able to do so. If you provide your account ID, I may be able to find a way to get it working, just have to poke a dev and see what they think

[patent kernel]

Thank you!

Account Name: VikingWolfgar
Account ID: 62ec3f5a8b9694c60a0c226c

Again, thank you. I appreciate the help.

[turbid echo]

Account ID: 6295514076151e926ad590d7

[sick tulip]

could someone help me with merch payout? I have been told I received payout a week ago but it's nowhere to be found

[lone sail]

Hey! It looks like it is scheduled to be paid out tomorrow

[sick tulip]

oh awesome!! That's great news.

I'll give you a holler if I don't see anything come through

[surreal lintel]

Can I please get an update on this??

[lone sail]

From the looks of it, it appears that the items have been removed from your store. This would only be able to be done manually.

All your designs are still uploaded, so you should be able to set up the items however you feel

[surreal lintel]

Interesting. I deleted one item, but I guess it deleted them all. Is there even a way to bulk delete? Because I was in the middle of working on something when it happened.

[lone sail]

No, not like this, not yet

[surreal lintel]

Welp. Best to just not delete anything then, I guess. Wouldn’t want it to repeat its quirky bulk delete. Thank you!

[loud heath]

Hey there. I ordered some of my own mwrch for promotional reasons for roughly 100 bucks. I have not recieved any product and the tracking number I was provided no longer tracks anything.

[topaz fern]

@loud heath ⤵️

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[surreal lintel]

Hi Again. It seems I will need some additional help with adding items getting stuck. The designs get saved to my uploads, but items are not getting created. I also cannot access any other tabs under merch except payment. It just turns up blank. Guessing something went haywire with my account in general Account ID 5c5a8b7dbaad727cd46ad9e2

[turbid echo]

Any chance I could get an update on this situation?

[regal laurel]

Hi, I know this isnt a merch related issue but there isnt a channel for SE Pay (unless im blind) so!! id rlly like an update 😦 thank you guys for the hard work!!

[topaz fern]

@regal laurel ⤵️

Please contact us via email for support with SE.Pay. You can use our contact form here: https://streamelements.com/contact Thank you.

[regal laurel]

THANK U!!

[turbid echo]

Hello! When I submitted my design for my merch store I got a notification that my merch store was being settup and that it would be ready shortly, it has now been a week and I am completely unable to access my merch store (still tells me it is being prepared) is there anything I need to do, is this a problem on my end?

No matter what I'm unable to preview my store

My Account ID: 6295514076151e926ad590d7

My username: Gokanaru

Thanks for any help, I have a larger audience so hoping to get my store running in time for my next video :]

[lost ferry]

Hello, someone got one of my merchandise, I won’t receive payout until the product ships correct?

[unkempt prawn]

hey i had an old name signed in with on streamelements merch and now as i have changed my name i aint able to change the name on the merch url how can i do this

[lone sail]

Do you happen to have another account with us that has a merch store already created?

[lone sail]

Till it hits production. This normally takes 1-2 business days. If it hasn't hit by then, feel free to poke us and I will check into ti

[lone sail]

To change your URL, we have to completely reset your merch store. If you are OK with that, please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lost ferry]

Will do Scalper. Thank you

[wet bay]

id like to know how to change the stream elements merch store url 🙂 it still has my old twitch name at the end of the merch link! ❤️ Thankyou 💜

[lost ferry]

@lone sail This may seem like a dumb question but if I remove another item I had in the store after someone ordered another item. It won't glitch out their order right? So if I had a sweater in the store and someone bought a crop top. I remove the sweater and delete it permanently. It won't glitch out anything with their order of the crop top right?

[lone sail]

Correct. Once an order is created, nothing you do to the item will change that order

[lone sail]

To change your URL, we have to completely reset your merch store. If you are OK with that, please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[wet bay]

5efecbe5564a7f9a4019c05b

[lone sail]

Done

[wet bay]

i want to change my name on twitch soon and i thought i could make the url custom but it only makes the url based on your name... ill ask for a reset again when i get my new channel name! Thanks for the help regardless 🙂

[patent ferry]

am I able to fix the issue where my logo is of "poor quality" cuz when I try to make it to a size that's actually visible it says it's poor quality and wont let me make it

[turbid echo]

Nope, this is the only account I have :]

[turbid echo]

Is there any way I can get in direct contact with a merch troubleshooting agent?

I'm trying to get my merch store operational before I release a big video to my audience, no matter what I do my merch store still says it's being prepared

My Account ID: 6295514076151e926ad590d7

[pearl badge]

@turbid echo what browser are you trying this with?

[turbid echo]

google chrome

[pearl badge]

Could you try incognito?

[turbid echo]

ok gimme a sec

I still get the same result

I'm going to have to start looking at competitors if I can't get this solved soon

[pearl badge]

Could you try one more time?

@turbid echo

[turbid echo]

Mhm, in incognito or in another browser?

[unkempt prawn]

5e31c8a12fd31350dfae64d6

[pearl badge]

Either one.

[turbid echo]

I was able to resubmit my design but am now greeted with a frozen loading symbol

so the store still isn't able to open

[pearl badge]

Progress!

I'll poke staff again with this.

[turbid echo]

AH

don't bother, I refreshed the page and after a bit it loaded

I believe I am good to go, at least for now :]

thank you!

[turbid echo]

Alright so when I go to buy the merch I just made I am completely unable to open paypal and/or use a credit card to complete the purchase

I've tried on 3 different devices to complete checkout with a total of $93.70, tested incognito and it seems I cannot checkout through the website

I don't think this is a problem on my end, is it possible that there could be a glitch for users trying to buy their own merch?

[pearl badge]

Good chance you're trying to buy something that isn't available itemwise due to c'sock. Could you try removing 1 thing and see if that works?

[turbid echo]

c'sock?

[pearl badge]

Stock. Mobile is

[turbid echo]

ok I'm trying to buy stickers, a unisex tshirt, a womans tshirt and a normal tshirt

any chance you'd be able to tell which are out of stock?

[pearl badge]

Unfortunately we can't even tell that to my knowledge.

[turbid echo]

alright, I'll try to figure it out manually

ok it seems both the unisex and the womens shirts were causing it

this might seem like a weird question but it seems I can't create another normal t-shirt

when I go to create a new item the only options presented for t-shirts are the unisex and womens options, no option is presented for the default t-shirt

how can I create another default t-shirt option?

[lone sail]

The default tshirt like the one when your store is first generated is actually getting depreciated. We will be converting that to the new one very soon. The new one comes from a new vendor that has more print/ship locations, more colors, more sizes. In addition, we have absorbed all size upcharges for this shirt. I highly recommend using it instead

[turbid echo]

Woah ok, is there anywhere I can read more about this? I'm trying to understand which shirt is the best and to do so I bought a few test copies, but if the test copies are being phased out within the month there was no use in me buying test copies right?

Like can I purchase a test copy of these new shirts and offer them to my audience right now? And if not right now how long until the others are phased out?

[unkempt prawn]

?

[lone sail]

The item will still exist for as long as you keep it in your store, we will not remove them, they just won't be able to be created anymore. If you would like, I will be able to cancel and refund your order now so you can swap them

[lone sail]

Done

[rugged dew]

Oh so any old shirts we have we should remake?

[lone sail]

I recommend it, but it is up to you

[lone sail]

In case you want to change your order, I put it on hold for the moment, just in case of timezones and not getting a response until later. If you would like to continue, I can remove the hold, otherwise I can refund so you can purchase again

[lusty stump]

Hey there! I am trying to order my merch with the creator link but when I go to the check out and fill everything out the payment methods won't work. I don't know if there is a way to fix but I have been trying for a bit now.

[sturdy wharf]

I have a question regarding the phone cases. I've had multiple people message me saying it gives them an error of "cannot calculate tax to this address".

[lusty stump]

@lone sail

[lone sail]

This normally means that the item is out of stock, though I will see if our devs can figure this out

[lone sail]

Is there an error message stopping, or something else?

[lone sail]

Can you pass me more info like what phone cases are they trying to order?

[sturdy wharf]

They were both samsung cases, I'm reaching out to my two customers who were wanting to order for more info.

[sturdy wharf]

This is the error they are getting

I feel like it should say out of stock instead of "I think your address is wrong" lol

[lusty stump]

There is no error message the buttons to order do not ever work. I have tried diffrent devices as well

[lone sail]

I agree, lol, however it is a generic error message for a bad API return from our vendor. It just so happens to happen most often when the item is out of stock

[lone sail]

Can you send me a screenshot with your cart - both items and address? Also, pass me the link to your store, I will see what I can find out. Please DM these

[lusty stump]

Okay I have sent them

[sturdy wharf]

Thank you for looking into it. 🙂

[quasi tiger]

Hello there! It seems like I have a similar problem as the person above. I published some of my merch items today and a few Viewers wanted to buy it but they said the checkout doesn't work. This is what one of my viewers sent me {"statusCode":500,"error":"Internal Server Error","message":"unable to get costs from vendor"}.

[hollow axle]

Hola buenas tardes me pueden ayudar'?

Tengo problemas con la creacion de tazas en mi pagina de Store

Alguien me puede ayudar'

?

[turbid echo]

@lone sail I sent a friend request, is it possible for me to dm you about the specific differences between the old default shirts and the new variant? Thanks for the help so far :]

[lone sail]

Yeah, my DM's are open to people in this server 🙂

[lone sail]

Unfortunately I only know english (personal failing). There are specific channels for different languages if you like

[hollow axle]

Hello i need help, i have problem with my store, i was create one mug and its not uploading

[lone sail]

Ok, is the design not loading, or is the mug not getting created after you exit the editor?

[hollow axle]

The second one

[lone sail]

Ok, please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[hollow axle]

My store name is DePiGames

[lone sail]

I need the account ID for verification purposes, it is something that only the owner of the account would be able to provide

[stuck mesa]

@lone sail sry for late response, shall i send you the acc id or send it here?

[lone sail]

Either works

[stuck mesa]

@lone sail 61bba4781057bb52e8ccd1f0

@lone sail i know it stand that i have a store there now, but that's not the right one. i thought if i tried to open i got back to the old one, but it started a new one. i can also send you the link to the right store

[lone sail]

It looks like you also have a twitch account where the merch is set up. The accounts do not share the merch store, so if you want to continue using the twitch one, make sure to log into that account. If you would like to have it on youtube instead, I can nuke the twitch store if you provide that ones account ID

[stuck mesa]

@lone sail i don't know what have happened, i usually log in with my twitch acc, but for some reason i think i logged inn with my YouTube acc. i got everything as it should now.

[lone sail]

[rapid relic]

hello. I have a new merch store and tried to withdraw and didn't receive an emial with instructions as to how to?? I tried to like 2 weeks ago??

[crude gust]

Got my new shirt this big darker sqare is behind logo. Thought it was from screen printing washed it. It's still there. Is this a one off problem I don't want people ordering then having it look like this

the shirt is also a lot lighter

[patent ferry]

I’m unable to put my logo onto my merch without it being microscopic what am I doing wrong

[crude gust]

you need a really big logo i had to do 3k x 3k

[patent ferry]

I’ll have to see if I can get it resized somehow

Is there a way I can do it? I’m new to all of this

[crude gust]

GIMP

.org

[patent ferry]

Ok thanks

Sadly I’ll have to wait till Monday to do it since I’m away from home

[pearl badge]

@crude gust defo a printing error. Fill this out and someone will handle it from there.

[topaz fern]

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[surreal shadow]

hey all.. my merch store t-shirt tab is showing 1 t, i have almost 20. they show when you say "all" but not when you tab. all my other products tab correctly. check it here. https://store.streamelements.com/stevecarty

[pearl badge]

@surreal shadow I see what you mean and there's a good chance this is a bug that may have reappeared after being fixed at one point.

[mystic arrow]

Hi All - i've designed a new shirt with a graphic showing taking up the majority of the front of the shirt when i look at the published design in the store the image is small and takes up only a small portion of how it shows in the editor

in the editor vs...

in the store

[lone sail]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lone sail]

Send me your order ID. This is a process issue with the vendor, I will research and get it corrected and a replacement sent

[lone sail]

Hey! Keep in mind the two different formats these shirts are being shown. The first one is on someone while the second one is laid flat. When a shirt is on someone, about 4-6 inches (10-15cm) ends up on their sides, making it appear like the front is smaller, when laid flat you see both the front and the part of the sides.

TL;DR, the proportions are the same, just a different view.

[mystic arrow]

similar shirt just different graphic
(store image)

vs edit image

am i just crazy? it seems like the total image size has been reduced on new designs

the old designs seem to be fine

side by side with same formats

[lone sail]

Is one of these on the non-multi sided products? We use different vendors for these with different print areas available

[lone sail]

And the other thing to think about is that these are entirely digital mockups. As we have a limited print area, the amount of space around the design will greatly vary between XS and 5XL

[mystic arrow]

ah the right side is the non multi-sided

how do i pick the single sided product now

[pearl badge]

Unfortunately not possible as those are being phased out in leau of multiside.

[lone sail]

That vendor is getting phased out as they tend to have more stock and print issues

[surreal shadow]

Is there a fix in the pipeline? It worked perfectly recently.

[pearl badge]

The person above your message has already sent it off to those who handle it.

[mystic arrow]

so the new shirts have less printable area on the front then ... hmm that's quite unfortunate

[lone sail]

Opposite, the new ones have larger print areas, the digital mockup just looks different

[rapid relic]

okay. my account ID is 62d65eef3a9c57819816bfb9

[mystic arrow]

Sorry scalper i must be dense. It seems like when i'm trying to make the design for the shirt i can't make it as large as desired. is there something i'm missing in the editor?

[lone sail]

As long as you have it as large as you want it within the white hash marks, you are all set. The only thing that changes is the mockup, not the size of the design. If you prefer the visual of the other, I have a little trick I just thought that could help. Mock up the item on the old shirt, save the mockup file, then upload it as a custom image on the other one.

[viral phoenix]

Idk where else to ask this but how do I check where my SE.Pay is withdrawn too? Cause I haven't received it yet and Im worried it sent it to a closed account (Since I changed banks this year) even though it should have gone to my paypal

[topaz fern]

@viral phoenix ⤵️

Please contact us via email for support with SE.Pay. You can use our contact form here: http://support.streamelements.com/ Thank you.

[reef night]

Hello, I had asked awhile back about resetting my merch store so it had my new twitch handle. Here is the account ID 623f9891ff0059310dcb337f. I know I will lose the item's i have, but I have it backed up. It just hasn't been reset so I thought I would send out another message.

[silent ridge]

Just wondering, is there a delay on sending out merch items in the past couple of weeks or so?

[icy lintel]

Hi I recently changed my username on twitch and now my merch store on streamelements is in disarray. My Account id is 5da288bd9f9d248b286bd7a5. Please reset my merch store at your earliest convience. It will be greatly appreciated. Thanks so much.

[lone sail]

done

[lone sail]

done

[lone sail]

no, send me your order ID and I can check into it

[icy lintel]

Thank you!

[jovial ravine]

Hi there, I was hoping if someone can fix my Merch store account. The link is in my old name and what people are buying isn't popping up under my new name.

My Account ID is 5f9192a6e01dcd604d81099e

[lost ferry]

@lone sail Everything went through properly and it shows my money in my account. If I don't have enough to withdraw, will it at some point just remove the money from my account or will it stay in there permantly until I have over 20 bucks to withdraw?

[lone sail]

It will stay there until you have 20

[lost ferry]

Wdym my store has been reset?

I didnt ask for a new URl Scalper

That was Taco

Not me

[lone sail]

oh, well. Give me a minute then, lol. Brain apparently couldn't differentiate between tech and taco

[lone sail]

Your Store has been reset

[lost ferry]

LOL! I got worried for a second, I though you reset my store. I worked so hard on my designs LOL

[jovial ravine]

by any chance, did the sales I make under the old name carry over or did I lose that too?

I appreciate the help @lone sail

[lone sail]

It is all linked to your account ID which doesn't change

[jovial ravine]

okay roger that, so I should see all the sales made once I set up the store again. Do I have that understood correctly?

[lone sail]

yes

[lost ferry]

Perfect. Thank you so much!

[jovial ravine]

sorry, I'm previous military so I've got an old school mind lol

[lone sail]

you can also always view it in the revenue history tab

[jovial ravine]

thank you for the help @lone sail ! I really appreciate it!

[queen oriole]

i have not received my email for a withdrawal what do i need to do?

[craggy island]

withdrawals usually take around 30 days to be fully processed, if you give me your account ID I can check if everything looks good

[queen oriole]

Tastydoom and ya it has not been 30 days yet, i withdrew the money on 7/30/22

[craggy island]

I see that it was already approved, it will be processed within the timeframe

[queen oriole]

ok thank you i just must have missed the 30 days

[silent ridge]

This is on behalf of a customer. They've supplied the ID
#PrZMyWAzT6a5qk2XueDqCg

[loud heath]

Hey! The order was shipped on the 27th of July.
Our delivery timeframe for international orders is 30 business days:
https://store.streamelements.com/policies/shipping

[silent ridge]

Cool, no worries, I'll let them know

[late monolith]

Hey @loud heath was wondering what currency the merch store is in?

[loud heath]

USD

[late monolith]

O

[late monolith]

Is the shipping fea also in usd?

[loud heath]

Yes, however at the payout the amount is converted to the currency in use.

[late monolith]

Where is the payout?

Sorry for all the questions XD

[loud heath]

I think it would be easier if you create a store and check it out - it is easy to navigate it.
Here we have some nice written articles too:
https://support.streamelements.com/en/search?query=merch

[late monolith]

I’ve made a store

I just find it kinda expensive

What is the reason of it being expensive?

[loud heath]

https://support.streamelements.com/en/articles/204-se-merch-shipping-faq

[late monolith]

K ty

[reef umbra]

I am trying to buy my friends twitch merch. And it keeps giving me this error. I tried 3 different sizes and get same error. Why does it keep doing this? I need help

[novel canopy]

Hi! Is there a way to know when people buy and who bought? At least their email? I want to be able to thank them.

[late monolith]

Same! Or contact them if they have trouble

[worthy gazelle]

Hello, I was wondering if shipping to Russia should still work, as I got an issue when ordering apparel for one of our mods even though we successfully sent him items before.

[glossy bear]

Was wondering where the iPhone 12 and 13 cases are? Not many people buying 8-11.

[fervent swift]

Hey I made an order for my merch I haven't received a tracking number yet

[strong herald]

Hello, I was wondering how to get a stream elements made logo for my merchandise

[idle sparrow]

you know on twitch you can give your community discount for merch i wonder if you can add discount for your community on trovo

[pearl badge]

Unfortunately not possible atm.

[fervent swift]

It's been over a week since I ordered my merchandise and I haven't received a tracking number or any information on it can somone help me please

I'm also not receiving the profits from the the orders I have gotten

[quasi tiger]

hello I have the same problem, I had about 20 orders and there are only 9 showing in the order history and it has been more than 24 hours, the orders showing also have a wrong date.

[glossy bear]

Was wondering where the iPhone 12 and 13 cases are? Not many people buying 8-11.

[fervent swift]

This is a very difficult customer service

[unique surge]

What is the order number for your purchase?

[unique surge]

Once the orders have left our shipping facility, it should update to show on your page

[topaz fern]

@glossy bear ⤵️

We really value your feedback and suggestions! Feel free to check out the SE.Merch section of our ideas board @ https://strms.net/semerch-ideas or submit this form and tell us more here: https://forms.gle/KpWxNN1mAT59RVw19

@idle sparrow ⤵️

We really value your feedback and suggestions! Feel free to check out the SE.Merch section of our ideas board @ https://strms.net/semerch-ideas or submit this form and tell us more here: https://forms.gle/KpWxNN1mAT59RVw19

[fervent swift]

I will send it one sec

WXcuiTKrRVuIs7-GX1YSkQ is this it?

[unique surge]

That is the order ID. Thank you for sending it. Seems there was a complication with your order. I've passed this to our merch specialist and they will get back to ya. Should have a response tomorrow when they're back online 🙂

Thank you for your continued patience!

[fervent swift]

I hope so

[shrewd moss]

I am trying to buy some of my own merch and everytime I click "Pay Now" it spins then does nothing

[pearl badge]

What browser are you using?

[shrewd moss]

Chrome

[pearl badge]

Could you try in incognito?

[shrewd moss]

Yah I can try in incognito

but like why so much hassle to order product lol?

[pearl badge]

either something broke and is misbehaving or you're trying to order something that the particular item type is unavailable.

[shrewd moss]

Just a tshirt and a hoodie

@pearl badge that's in incognito mode I've tried internet explorer, Chrome nothing.

[fervent swift]

Hey I had this same problem I used a different credit card and it worked I was messing with it for awhile until I tried a new card and then it worked

Hope this helped

It dosent like some cards for some reason

[opal escarp]

Most of my artkwork contains transparency to reflect better om different colored background, will this still work for SE.Merch? or should I add individual items for each color and instead of one image with transparency, create a new image with what the color would look like had it been transparent?

[pearl badge]

If you mean fades that won't play good at all. Full transparency (aka PNG transparent) is perfectly fine.

[opal escarp]

I mean like 80/60%, no gradients

[pearl badge]

That's still gradient technically but yeah. Won't work.

[opal escarp]

like this (top ones are white, with 85/55% transparency)

It's not a gradient =]

[pearl badge]

It's all or none.

[opal escarp]

alright

so I have to create individual items for every color tshirt I want, correct?

can't do multi-file per design

[pearl badge]

If you intend to have multiple colors of a design then you'll need multiple items.

You can choose multiple colors for shirts themselves but not when using multiple colors of a design.

[manic shard]

So uh... I need to reset my merch stores to update the URLs to match my new alias...
I haven't heard back from SE Support in about a week regarding the matter.

[frozen latch]

To reset the store, we have to wipe out the old store and all the designs completely and remake them all. If you are okay with that, I can reset it for you.

[manic shard]

Yup. Please do.

I have to remake the designs anyway

[topaz fern]

@manic shard ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[manic shard]

I also need to update the URLs on the YT side to /AvaddovYT, but lemme get the Twitch side sorted out first. Haha.

Twitch side ID: 5b6426181af967b53563abb6

[manic shard]

@frozen latch So uh... good?

[frozen latch]

Bouncing around to a few things, i'll go ahead and reset now

[manic shard]

cool, thanks. haha

[frozen latch]

Done 👍

[manic shard]

Awesome. Thanks 🙂

[untold creek]

@lone sail

are do you know what items are in stock rn

cuz i got the error again

i live in the netherlands

@frozen latch

i have time so dont be in a rush

i know yall work hard so i appriecate you for helping us in these situations!

[untold creek]

the black hats are out of stock

i figured it oooout

[fervent swift]

Greyson ? They haven't gotten back to me yet about my order

[lone sail]

I am glad you figured out your issue, however please avoid tagging people at random. Just state your issue and we will get to you as soon as possible

[untold creek]

Oh oke

Will do

Have a great day!

[fervent swift]

Any Idea when they will recharge out to me about my order

Reach out

[outer token]

Hi! Quick question about the Merch Store. I've got someone who I've asked to design some merch for me, but it would be 100x easier if she could access my store builder herself to create things. Is there a way to give access to the backend of my store to someone else - without giving them the login for everything?

[pearl badge]

@outer token no can do unfortunately.

[outer token]

Bummer. Any thoughts on a workaround?

[pearl badge]

Not possible without giving platform login deets.

[outer token]

K, thanks. I appreciate the quick response!

[opal copper]

Hello, does SE have any buyer and/or seller fees for merch?

[pearl badge]

No

What you see as the set price and the shipping when at that point is it.

[azure imp]

I have an embroidered design active in the merch store. One of my community members received her merch and the design is wrong (misprinted). Is there a way to get a corrected version of merch to her without her having to re-order? I have included a pic of my sweatpants with the correct design, and a pic of her merch with the incorrect design. Thanks in advance!!

[topaz fern]

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[azure imp]

Thank you!

[pearl badge]

Whoever ordered needs to fill that out

[azure imp]

Ah. Ok I'll send this to them. Thanks

[high gazelle]

I dont know where this goes but I had a sponsored payment history not go through even though it said paid

[fervent swift]

Hey I'm still trying to get my order one the service people told me there was a problem with my order WXcuiTKrRVuIs7-GX1YSkQ
And I would get an answer by the day after its been 2 days is there anything else you can do to help ? I would like my items I paid for please 🙏

Or at least for them to ship its been over 10 days and I haven't received any tracking number

[lone sail]

I will DM you

[sleek meadow]

I just got an email about an order that I did not make. The person who made an order messaged me, showing me their confirmation page, which for some reason has all of MY info on it. They said they even put in their info, name, billing, etc etc and it gave a confirmation with my info, and emailed me. Uhh... HELP??

[pearl badge]

Please fill this out https://streamelements.com/contact

Was it someone you even knew?

[sleek meadow]

It's a viewer I'm familiar with that was trying to buy something from someone else's store, who I've purchased from before.

[pearl badge]

But not someone who has ever sent you something?

[lone sail]

What is the order ID? Feel free to DM me about this

[sleek meadow]

The one who tried making an order? We've messaged each other before yes, but he has not sent me anything merch-wise, no.
And he said it's not even showing the correct item for the confirmation (the same confirmation #)

[near idol]

Hello! I am looking for someone to speak to about my Merch payment withdrawl? I have had something odd happen!

[lone sail]

DM me and I will look into it

[near idol]

Alright thank you!

[manic shard]

hey so I just had my store reset yesterday cause I needed the URL updated...
Anyway, for some reason, clicking the GO TO STORE button and GET STARTED button doesn't link to the store. Any idea how to fix this?

Feels like the <a href="SEMerch/avaddov"> is missing

[lone sail]

I am not sure what you mean, I just tested those on my end and they do seem to be properly pointing to your store. Can you show me what you are seeing on your side?

[rich onyx]

I was wondering how to figure out how long it would take a package to get anywhere in the world? I have a customer willing to grab merch from me. but he wants to know how long to get to Croatia. He is looking to grab a pair of sweatpants.

[unique surge]

Can take about 30 days for international shipping.

[rich onyx]

ok Thanks👍

[fervent swift]

is there a way to change the currency to appear canadian on site ?

or the option to switch it whenever

[lone sail]

Not at this time, though it is something we are looking at in the future

[lone sail]

That seems like something is stopping them from executing. Can you try in an incognito tab?

[manic shard]

Right. It was my pop-up blocker extension. I'm dumb. Thanks.

[jovial cave]

Good afternoon, I am trying to test out a merch design I made for someone but it looks kinda choppy on the screen. Is this normal? or do I need to bring the resolution down. It looks okay on the mug and the XL mousepad but the shirts and stickers look choppy.

here is another example.

[near slate]

Hia everybody! Got a question about merch in general concerning VAT. When listing my merch for EU pricing, do I have to add the VAT costs into the listing price, or is that something customers deal with at checkout? Also, what exactly is it

[turbid echo]

Hello, I am trying to understand whether the following design would be able to be printed on a shirt with the details preserved. If not could you please tell me which parts would be a problem for the printing company?

For context it's being put on a white shirt, so ideally it would look like this

[loud heath]

@turbid echo I don't think there would be issues in printing this.

[loud heath]

https://support.streamelements.com/en/articles/202-se-merch-payment-faq
last two points should cover your questions

[near slate]

I don’t 100% understand

[pearl badge]

Short answer: Not your problem to worry about. You only worry about any profits you need to report for taxes.

[topaz fern]

@molten bridge ⤵️

Read and follow our server rules:

• We do not tolerate toxicity! Treat the community team, staff, and all members with respect.
• No advertisement or channel promotion, anywhere on the server.
• No NSFW/NSFL
• No unsolicited DMs or friend requests to server members

Make sure to read the #welcome in any server you join.

[molten bridge]

How's everyone's day going

[lapis tree]

Try to see if Discord Help Center works. The Help Center putting in a ticket is really poor modeling. Question is on Tipping Settings to create a Tip page. I'd like to default my images back to nothing. At this moment I see nothing on how to do this. Only 1 setting which is to put in a picture. I only back a background picture not a border also but, it seems or rather I don't see a way of removing the added pictures.

[topaz fern]

@lapis tree ⤵️

Check out the StreamElements ideas board: https://strms.net/ideas. You'll be able to add ideas, upvote ideas you agree with and track their progress with email notifications. Adding and upvoting ideas also helps the staff know which ideas should be prioritized so please take some time to upvote.

[unique surge]

Currently, there needs to be some image. it can't be a blank page/have no asset there.

[lapis tree]

yeah, I see that. It just starts off blank so i'd assume there would be a reset button of sorts that i wasn't seeing. If there isnt one then im glad im not blind.

[lone sail]

What you see in the editor is not the full quality, this is to reduce load on people's browser. The design uploaded will be the one used for print, in its full resolution

[lone sail]

We handle all forms of sales tax (VAT, GST, etc). As for pricing, it is the same for all regions

[near slate]

I should ask as well. Is the merch printing good quality? I’ve seen pics of bad quality prints, so I’m concerned about selling merch on the site. Also, is there a list somewhere of all the base prices?

[jovial cave]

Thank you for letting me know, that's what I originally thought but I wanted to make sure. Thanks again!

[fervent swift]

Are the bucket hats back in stock yet ? I have an order for a customer I'm supposed to get a tracking number for

[autumn flax]

Heya there! I have a few questions about the merch! I recently received my shirts to see how they look and for the most part they're amazing! But it feels like some of the linequality is a little blurry. The print quality of the image is 300 dpi but I did not set the image up for screen printing (which is what the image looks to be printed as) and I was wondering if there is any advice for how to get the best quality merch printed on these shirts. :3

For example: There is a layer system in your design lab. Is it better to upload images of each individual parts (for 4 color screen printing) as opposed to a flattened image ?

The shirts themselves are really good quality and very soft!

[north gate]

Hi, one of my Subscribers bought a Hoodie from my Merch Store.. He finally got it some days ago, and he was told to pay 4X the price in custom to get it out from the post office. He did not want it, and returned it. Will he get his money back?

[loud heath]

is there anyway to transfer a merch store to a different google account?

[hollow siren]

Not that I am aware of.

[loud heath]

ah man okay

[hollow siren]

They should, but if a ticket could be made with the details and order number it wouldn't hurt.

[topaz fern]

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[willow lance]

Hey SE team - do you have any Discord integration/webhooks to allow a purchase to notify a channel in my discord with a message pulled from JSon data at all ?

[proven zodiac]

Hi SE team! what happens if i sent the merch payout to the wrong email?

[zealous patio]

where can i get these payouts? ive checked multiple email accounts and have found nothing to do with a payout on the "received at" dates

[fervent swift]

Hey guys are the buck hats back in stock ? Still waiting on an order

Bucket

[jovial ravine]

Hey @lone sail sorry to bother again, I just hit Partner and was able to claim the name I wanted to have from the beginning so I need one final adjustment to the merch store because of the name change. I'd really appreciate the help. My Account ID is 5f9192a6e01dcd604d81099e

[lone sail]

Congrats! Just to confirm, you are good with a full delete?

[lone sail]

There may be a way to do something fancy with one of the custom overlay widgets, check out the helpdesk-developers channel for those with knowledge

[jovial ravine]

Thank you! And yes pls, I'll set it back up.

[fickle mulch]

Hey there, we've reset the merch store for you as requested! 🙂

[jovial ravine]

thank you!

[jovial ravine]

it has not been reset yet. The store still has my old name

[topaz fern]

@jovial ravine ⤵️

If you changed your name on Twitch, please follow these steps:

1. Visit https://streamelements.com/logout and then log in again by connecting with Twitch.
2. On the right side of the dashboard page that opens, select Join under bot settings. If it says Part select that and then select Join to send the bot to the chat. Don't forget to mod the bot by typing /mod streamelements in your channel if you have not already.
3. Post your old and your new name here so that we can update your channel's chatstats tracking (must be done by staff).

[fickle mulch]

Have you done the above steps yet? ^ And what will the final updated name be for you?

[jovial ravine]

yes I have

[fickle mulch]

Hey, can you verify what the old name was and what the new name is? I'll take a further look into this for you.

[jovial ravine]

Old name: ElTacoMan_ / New Name: ElTacoMan Twitch just was kind enough to help me take over the account that got rid of the underscore

[fickle mulch]

Thank you, after some investigation it seems there may be an issue with resetting your store in general. I'll reach out to the devs and look into getting this fixed for you, my apologies!

[jovial ravine]

no worries, I appreciate the help!

Is there anyway I can get a follow up on this?

[fickle mulch]

I will let you know when we have an update.

[jovial ravine]

roger that, thank you

[pliant rover]

I have a viewer who ordered a gaming mat that was sent via DHL but it’s apparently been stuck in Ireland since June and no further tracking.
I’ve asked them to get in touch with yourselves as you’re the sender, but wondered what else can be done to find out where the product is?

[faint jay]

Hi,

Once the viewer reaches out to us, we will provide an update where the item got stuck and further steps (with that timeframe we would look at the options to replace it or refund it, as the client wants).

[proven zodiac]

hey @lone sail sorry for the direct @ but i was just wondering what happens if i sent the SE merch thing to the wrong email?

[long jetty]

Hi, i have been purchased an item from a store, that was an access code, but i forgot do copy the code from the pop up.. i want to know if there is an way to see this purchase, so i can see the code again..

[unique surge]

You can find redemptions here: https://streamelements.com/dashboard/account/redemptions

[lone sail]

You just won't get confirmation emails or tracking. If you give it about 3-4 days after you order and DM me the store you purchased from and the amount spent, I'll see if I can give you the tracking info

[fervent swift]

Hey guys I'm still waiting on my bucket hat order are they still out of stock please get back to me as soon as you can been waiting awhile for them

[rich onyx]

Where can one find the maximum size to have a logo fit on the merch? Or does one just go by the gauge on the bottom left of each item that says poor to excellent.

[echo tinsel]

Hola tengo un pequeño problema dónde me podrían ayudar?
cúando he canjeado mi pago en SE.Merch se puso por erros uno correo que tengo que no tiene paypal, cómo puedo cambiarlo? Me sale que ya está como "en proceso de cobrar" pero ese correo no tiene paypal ni nada ayudita mi dinero ganado con esfuerzo 😦

[topaz fern]

@echo tinsel ⤵️

Welcome to the helpdesk! The regular helpdesk channels are in English but we do provide multi-language support in the following channels: #🇩🇪︱deutsch | #🇫🇷︱français | #🇪🇸︱español | #🇵🇹︱português | #🇳🇱︱nederlands | #🇮🇹︱italiano | #🇵🇱︱polski | #🇨🇳︱中文語言服務區-chinese | #🇯🇵︱日本語-japanese | #🇭🇺︱magyar | #🇰🇷︱한국어-korean | #🇹🇭︱ไทย-thai | #🇷🇺︱русский | #🇺🇦︱українська | #🇨🇿︱czech

[echo tinsel]

Hello, I have a small problem, where can you help me?
When I redeemed my payment in SE.Merch, an email that I have that does not have PayPal was put by mistake, how can I change it?

[dusty shuttle]

hey is it possible to get your own link?

with that i mean a dedicated domein

[haughty flint]

hi i have a problem with the commands, idk why is not working, just the followage command works, someone can help me pls?

[unique surge]

Did you change your name on twitch?

[haughty flint]

hmm, idk cuz the doubt is for my friend, my streamelements works good lol, i ask him but he doesn't reply, there's problem with the name change?

[native bough]

Hiya, I changed my name on Twitch a while back, I'd like to relaunch the store with new merch but the store URL still has the old Twitch name. I can't find a setting for it. How can I get help with that please?

[unique surge]

We will need to completely wipe the store in order to change the url.

[native bough]

Great to know after I just spent hours putting up new merch

Okay then could we do that please?

[topaz fern]

@native bough ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[native bough]

601530d9a342b69e5063cf4d

[unique surge]

Should be reset!

[native bough]

I cleared my cache and cookies, I'm still seeing it as old username and merch is still there

[pearl badge]

Try incognito.

[native bough]

lol ok

[unique surge]

Something isn't working. I still see the store as well... I'm going to have to pass this to our devs. I'll let you know once we have an update.

[native bough]

thank you

[odd light]

I have my tipping page set up and have tried to withdraw my tips but it still isn't working it's been "verifying bank details" since 8-9-22

[dusty shuttle]

can you get the html and css from the se merch page

[high wasp]

Hey good day, on my merch dashboard, haven’t seen my order history been updated for a while, i even placed an order myself and it hasnt showed, what can i do to fix this issue?

[vagrant nova]

Is there an app to download so I can see my Merch stats?

[echo tinsel]

when redeeming the withdrawal of money an account has been put that does not have paypal, help

It´s my second message, Can somebody help me?

[echo tinsel]

I am trying to change to my paypal account, it appears in last withdrawals but not in withdrawal history

[topaz fern]

@echo tinsel ⤵️

Please create a support ticket by filling out the form here: https://streamelements.com/contact This will ensure staff can track and resolve your issue in a timely manner.

[exotic heart]

@lone sail i dm'd you a while ago can you please take a look at it? :)

[lone sail]

You will need to email our support, SE.Pay is only able to be handled through email.

[lone sail]

Not at this time

[lone sail]

please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lone sail]

No. Right now, the only thing we are able to provide are sales, which you can see in Revenue History, Merch History tab.

[lone sail]

When you withdraw from merch, you do not need to use paypal. We will have you set up an account with our payment processor and once there, you will be able to set up what ever form of payment that is available where you live.

[silent mirage]

Hi ive been trying to reach someone to help. i did order something from a merch store. when i purchased the item the payment didnt go through but the order did. The email i received said i can go back to my cart to continue the payment but nothing was there. And the cart was empty. if my payment didnt go through what can i do so i can pay it.

[pearl badge]

@silent mirage what's the order number?

[vagrant nova]

Ok

What is a good profit to keep from a mug? (I want to sell mugs to begin with but the price is a problem for me)

[vagrant nova]

I would like an answer like: cost 17$ (profit 2$)

[void mountain]

Hello, how do I go about changing my merch store link? as it's currently still under an old name

[hollow siren]

In order to change your store link, your merch store must be completely erased. If you are okay with this, please say so and then provide your account id.

[topaz fern]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[void mountain]

Im fine with this, ID is 5ecff3991758786141a56f2e

[hollow siren]

store reset

[silent mirage]

Hi ive been trying to reach someone to help. i did order something from a merch store. when i purchased the item the payment didnt go through but the order did. The email i received said i can go back to my cart to continue the payment but nothing was there. And the cart was empty. if my payment didnt go through what can i do so i can pay it.

and i have one other question. If we make a sale generally will it show up for the streamer im getting it from (that they have an order) after the order is processed and shipped? im not sure if the streamer im getting it from can see the order from there side because it hasnt been paid off yet? Would appreciate if someone can help me with this please

[pearl badge]

Sorry bout that. Got a response but a little distracted.

Short answer is order didn't complete most likely due to supply issues at that moment.

Unfortunately the recommendation I was given regarding this was waiting a couple weeks before trying again.

[silent mirage]

So pretty much the order was cancelled??

[pearl badge]

Yes and no.

Contextually it was.

But it more or less didn't fully go through the order process.

[silent mirage]

So they are advising that i try again in a few weeks. Or is the order still technically there but on paused?

[pearl badge]

There is no order.

[silent mirage]

Thats werid. how long should i wait?

Well i appreciate the help

[void mountain]

Thank you very much 🙂

[lone sail]

You should be OK to purchase right now. If the money didn't come out of your account, the order never completed and nothing will be shipped

[silent mirage]

I ended up repurchasing the item. And this time it went through with the payment. but good to know. there wasnt a way to go back into the previous order to pay it. But i ended up just repurchasing it. But thank you for the help

[weak gale]

I had accidentally ordered a size too large, How could I return it?

[native bough]

hey there, I asked for some help a couple days ago on my merch store. I changed usernames, the support person I worked with tried to reset/wipe out the store, but the reset wasn't working. they said they needed to contact a dev. any ideas how I can find out more about this? thank you! 601530d9a342b69e5063cf4d

[unique surge]

Can you double check your store to see if it's reset now?

[native bough]

oh sweet there we go. thank you so much

[onyx oar]

Hi there. I spent an entire day the day before last creating new merch and even edited some of the new stuff a couple of times yesterday. Now, none of those items are showing up and I am not charmed having spent an entire day setting up many items. Even the few new pics I downloaded yesterday and the day before are no longer showing? Please, please tell me you can recover all my hard work?

[lone sail]

please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[rugged dew]

I put in a order for my store but it looks like it bugged out on check out and charged me full price. I sent in a ticket but i thought you guys should know

[fickle mulch]

Your store has now been reset, thanks for your patience!

[lone sail]

Make sure to include your order number and account ID, and we can refund the difference for you

[rugged dew]

ah the merch support ticket should have the order number but it is missing the acc ID is ther a way to access it to add it or should I do that here?

[lone sail]

You can just reply to the ticket email and it should add it

[frail pulsar]

Hello! Does StreamElements makes the merches itself?

I mean, if someone buys our merch, do we need to do something else? Or do we just get our money and user gets their product?

We don't need to make the product and ship it ourselves, right?

@lone sail

[loud heath]

@frail pulsar Hey! Please do not use pings for the staff as not everyone will be here at the same time.
You can check more information in our articles:
https://support.streamelements.com/en/articles/196-se-merch-general-overview

Short answer: you only have to put your store online with your designs and we take care of everything else.

[loud heath]

Hey is there a way to put a sale on your merch store? For example like 10% off?

[pearl badge]

There is not.

[queen venture]

Hey Is There A Way To Change The Ending Of The URL?

[hollow siren]

In what way?

[queen venture]

Like Rn Its /Da_Flamingo_King. But As I Rebranded A While Ago I Would Like To Change It. Ik Its Not A Big Deal But I Still Would Like To Chage It

[hollow siren]

Your merch store URL can be changed, but it will involve erasing your entire store. If you're okay with this, please confirm as much and provide your account id.

[topaz fern]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[queen venture]

I'm Sorry Provide What?

Its Been A While Since I Used This Discord

[hollow siren]

Your account id, the bot provided information on how to get it.

[queen venture]

Should I Just Paste It Here

[hollow siren]

Yes

[queen venture]

5d27c5489363052e7f7c8ae6

[unique surge]

Just to confirm, you're okay with your store being wiped?

[queen venture]

Yes I Screenshotted The Store So I Know What Was In It But Yes I'm Okay With it

[unique surge]

Should be good to go now!

[queen venture]

Thank You Guys So Much For Helping! Lmao Kinda Glad I Used Streamelements

[meager sigil]

is it possible to change the store url? (i recently changed my twitch username, but it didn't auto reflect on SE's merch module unlike in the tipping page)

[abstract magnet]

Heya, I have two items in my store that are constantly being deleted (looped but not actually deleting) can I get some help with that please?

Also for some reason it won't let my viewers buy merch either idk why

when they put in their card details

[unique surge]

It is but we need to reset your store entirely. If you're okay with this, provide your account id

[topaz fern]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

@abstract magnet ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[languid lotus]

Hello, I made an order for my own merch on August 10th and only received 4/6 items. I have not heard anything on the last two items I purchased. Can anyone look into this and provide an update for me? Order number ELC_9TIWQBiscdwyfFkO9A, the items are the t-shirt and bucket hat

[meager sigil]

I'm totally okay with resetting my store entirely! Here's my account ID: 62345ba243adfa096f095e65 How long does the whole process usually take? Thank you very much!

[unique surge]

Store should now be reset!

[meager sigil]

Thank you very much!!!

[radiant zephyr]

Hey, all. I had a question regarding SE Merch, in the item description it states the t-shirts are side-seamed. Are there t shirts available that are not side seamed? I have sensory issues and t shirts with side seams are very bothersome for me. And another quick question about the shirts with side seams, are there tags stitched into the left side seam? Thanks 🙂

[fervent swift]

Hey I'm still waiting on an order I made in July 2 buckets hats can I please get some feedback I was told the hats are out of stock 2 weeks ago and I haven't gotten a update since

[harsh linden]

Can someone tell me real quick where i can find the codes i redeemed throug loyalty points? I cant find it anymore... Thanks

[unique surge]

https://streamelements.com/dashboard/account/redemptions

[harsh linden]

❤️

[novel glacier]

Hello, I could really use some help ASAP can one of the members of staff DM me please thank you

[topaz fern]

@novel glacier ⤵️

Welcome to the helpdesk! Please let us know how we can assist you today and a support volunteer or staff member will assist you as soon as they are available. Thank you for your patience.

[novel glacier]

I updated my merch however the merch rotator widget was not rotating It was stuck on one thing. When I click on a colour for the merch panel nothing comes up.

[unique surge]

You must have these items for Merch panels and the merch rotator widget:

mugs, t-shirt, hoodie (no zip) and tank top

[novel glacier]

I do however there Is another thing. It Is saying I have a merch command setup all though I do not.

So I am unable to delete the command to re create the command because I do not see It anywhere I even looked under timer and I do not see It

Any ideas?

Is there a way you could check to see If there's a glitch or something with my account?

Is that something you're able to do Greyson?

[topaz fern]

@novel glacier ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[novel glacier]

60e9311270ed6fbc0dd99b14

[unique surge]

Reported both issues to devs. Will update once we have more info but no ETA on when that will be

[untold creek]

hey i have a problem

i put in wrongg email

is there any way i can recover the track and trace email?

or change the whole email completely

[unique surge]

What is the order number

[untold creek]

51C31582J3157921T

[unique surge]

What store did you order from?

[untold creek]

mine

[topaz fern]

@untold creek ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[untold creek]

thanks

do i need to oinvite you or something?

[unique surge]

nope, just need the account id number

[untold creek]

60688c6bd4f8b38cff407cd4

[unique surge]

Sent you a DM to confirm your information

[pliant hemlock]

I got a question if anyone could help out I’m trying to put a picture on a hat and every time I go to save it the whole picture is complete black no color or anything on it

[unique surge]

Are you doing the embroidery hat

[pliant hemlock]

I think so I’m still new to all of it

yes its the embroidery

[unique surge]

When you load the hat, make sure that you have the thread color selected as well (look on the sides to select the thread colors)

[pliant hemlock]

i think it might be because i have to many colors on the pictures i did what you said tried to put the colors that are in the picture and its not coming out good

[unique surge]

https://support.streamelements.com/en/articles/199-se-merch-embroidery-guidelines <- you can find a guide here

[pliant hemlock]

Thank you

[woven ridge]

Hi. I have an issue here. A viewer bought a thing in my streamelement shop but he never got the deliver. He bought it some month ago and hé wants a refund now.

[topaz fern]

@woven ridge ⤵️

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[unique surge]

Have them contact us. we will assist from there

[stone bane]

Hi. What's the best way to handle buying merch as part of a giveaway? We ran our first using streamelements at the weekend. Is it okay to order the merch in the same way as if we were ordering merch for ourselves, but put the delivery address as that of the winner?

[pearl badge]

#helpdesk-twitch message

[stone bane]

So if I read into that correctly @pearl badge it's perfectly fine to use their address as they've happily supplied their address. Correct me if I've misinterpreted that. Hopefully at some point merch giveaways can be integrated into giveaways. 👍

[pearl badge]

That is correct.

And as I mentioned there it is on the list of what they want to add.

[stone bane]

Cool. Thanks sudo!

[warped pivot]

i just would like to know if the image quality is average is it still going to turn out good?

[fervent swift]

Can I get one of the staff to message me please just need some help

[neon tendon]

Hello, I was told almost a month ago that I was getting a replacement for a shirt I ordered cause the print faded within a month of ordering. I would like to get an update on this. I was supposed to be contacted with tracking information order number. I have no heard anything on this matter all sudden.

[jagged bloom]

hi thanks for being so helpful and replying to my issues i send yall another problem its about my merch store its not opening it just keeps loading over and over

[calm mauve]

I had a question regarding print and wanted to see if it was possible. With the shirt and sweaterprints, is the print possible to create something similar to the sweat/water reactive shirts for like the gym? Something like the image shared?

[pearl badge]

@calm mauve defo not but something you can suggest here

[topaz fern]

We really value your feedback and suggestions! Feel free to check out the SE.Merch section of our ideas board @ https://strms.net/semerch-ideas or submit this form and tell us more here: https://forms.gle/KpWxNN1mAT59RVw19

[calm mauve]

I appreciate it. I was thinking making the print the same color of the shirt but I don't think that would work haha

[lone sail]

please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lone sail]

What issue are you having? We prefer to address issues here, unless it has to do with financial information, then sending us a ticket is the best.

[lone sail]

as long as the DPI is greater than 150, it should turn out as you see in the editor. Now keep in mind that if you take a tiny image (like a twitch emote) and scale it up without fixing the pixelization (going from 72 pixels to the size needed for a shirt is quite a lot), the print will show that pixelization. The print will be as accurate as the design you provide

[jagged bloom]

hi i wrote yall since last night and yall havent replied but yall did reply about changing my stream elements name to Classic Games United but my store issue i was waiting for a reply and got none

this is the store

infinite loading its not opening

[lone sail]

For a name change, we are required to reset your storefront. If you are OK with this, please provide me with your account ID.

[jagged bloom]

yeah yall reset my store but its not working

[jagged bloom]

and i got the name change last night but when i open my store am getting this

all day is the same issue

[lone sail]

ok, what is the account ID/

[jagged bloom]

can i send it in your dm ?@lone sail

[lone sail]

You can, but it is safe to share here

[jagged bloom]

oh i was scrolling to see if other send their id here and i see so i will send my id here as well

620f10cdf53f49072e976f83

this is my account id@lone sail

yall have been so helpful but i just need my store to open again please thanks 🙂

[lone sail]

Your store doesn't have any items in it, so it can't be opened. Please add the items to your store and it will work again

[jagged bloom]

sure let me try

@lone sailhmm i upload something and its still loading and not showing the store

[lone sail]

Because your store is offline. Navigate to your settings tab in the merch page and click the "Take store online" button

[jagged bloom]

yeah let me do that now

am still getting same error and if i try to buy my stuff its says this

[jagged bloom]

althought its now online am still having this error and i cannot buy my stuff @lone sail

[lone sail]

Thanks. I will send this over to our dev team. I at least covered all the bases they would ask for first and have the errors that I can see on my end. I will let you know as soon as I have an update

[jagged bloom]

thanks sir i will be waiting

[warped pivot]

Thanks

[fair zenith]

Good afternoon, SE!
I had a quick question about the store/merch items; forgive me if y'all have been asked it a thousand times. :S

Can I copy my merch store from my YT SE account over to my Twitch one so I don't have to design everything all over again?
Or, better yet, is there a way I can just have a shared store between the two accounts?
Tyvm for your time!

[unique surge]

You can not copy over items to another store nor can multiple channels share 1 store.

Apologies for the inconvenience this may cause.

[fair zenith]

Hmm.. I guess I'll hafta get busy rebuilding it all. :/

Thanks for the super-fast reply, tho!

[errant bear]

Hi there, I was wondering if it is possible to set up an published item to have the Coming Soon tag that appears when viewing an unpublished item as the store owner, and to also set a date when the design will be available for purchase?

[topaz fern]

@errant bear ⤵️

We really value your feedback and suggestions! Feel free to check out the SE.Merch section of our ideas board @ https://strms.net/semerch-ideas or submit this form and tell us more here: https://forms.gle/KpWxNN1mAT59RVw19

[jagged bloom]

hmm my store still cannot be opened infinite loading screen am waiting on yall to fix this problem 🙂

[pearl badge]

@jagged bloom Still on fix list for devs

[fervent swift]

@lone sail I have been waiting on an order and I'm just wondering if the buckets are back in stock been waiting since July

Buck hats

[jagged bloom]

alright but i woke up still same issue

i dont understand this why cant i just get into my store i did all correct the store is online i upload my merch but when i click on ** GO TO STORE** am getting infinite loading and its not opening at all

this is all am getting here and am still waiting on the stream elements team to fix this problem

please Stream Elements i known yall to be the best streaming platform i have been using S.E Live for long time please fix my problem

thanks i am still gonna wait for a few more days

[formal comet]

Hello! Got an offer from a competitor to use their service and I checked and they have a gifting feature, where viewers can gift a viewer merch without seeing their address, of course. It's all integrated. Is this something y'all are looking into? I'm almost ready to launch my merch with you guys, but would love to know.

Also, is there any way to customize the order the items appear in the store? Thank you ❤️

[pearl badge]

@formal comet definitely planned for giveaways but nothing ATM.

Sorting is a little lacking unfortunately.

[formal comet]

Ty for quick answer 🙏🏻

There are lots of viewers that are loved in our communities that could not afford merch, so I am sure people would gift them if they had a way to do so. Would definitely boost sales by a lot

[jagged bloom]

hi hi stream elements team can i get an actual update on when my store will stop loading and nothings actually happening ?

[lone sail]

As I said yesterday

Please be patient

This is not a normal issue, so we have to wait for our devs to figure out what is causing the problem

[jagged bloom]

alright sir i understand

[lone sail]

I will let you know when I have an update

[jagged bloom]

thanks for the reply i will wait for when i get feed back

[jagged bloom]

sure thanks

[latent nexus]

Account ID: 5990cdd7d39dac360707d774
I've got a bit of a weird issue, I recently logged back into the SE Merch page on my dashboard & I got an item which is infinitely deleting. I don't remember what it is, but the last time I was on SE Merch was some time ago. Any workarounds for this issue?

[topaz fern]

@latent nexus ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[lucid pewter]

having the same issue as before where I can't upload my design on deskmat. Only works if I do small designs.. I can try to split the image as 2 layers, but this sucks.

[lucid pewter]

nope, even splitting it in half doesn't work since I still need to stretch it 315dpi to 300dpi. .-. only loads half the time if not stretching past 311 dpi, and uploading a 385- 415dpi one doesn't let me stretch it either. :/

[eternal bane]

hello, when trying to save or save and publish my new merch, the store gets stuck on load.. wont go anywhere from here and after 30 minutes i try reloading and the product never saved

[unique surge]

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[eternal bane]

im a manger of the account, not owner so it wont show me

[unique surge]

What is the name of the account?

[eternal bane]

skavstheworld

is it because im a manager? i thought i was able to design merch for them

[unique surge]

Any tabs under the "revenue" section are not meant to be viewed by anyone but the account owner

[eternal bane]

i can access and setup their Payments section but not merch?

[unique surge]

https://i.imgur.com/s61Liry.png

[eternal bane]

i have FULL control

[unique surge]

That doesn't include the revenue tab. This is by design. the payment thing TECHNICALLY shouldn't be able to be updated via full control but i'll pass that along

[eternal bane]

so i cant make merch?

[unique surge]

For that channel, correct

[eternal bane]

soooo i logged into their account and still the same thing. Gets stuck on save/publish and wont load

[unique surge]

Reported to our devs

[eternal bane]

account id: 5e83e71a98f71932ada8f96c

[lucid pewter]

^ same issue as this guy. account id: 5bedd48c3dbcd1240f5d50af

[unique surge]

Reported to devs

[jagged bloom]

same as me

the store just keeps loading forever and yet my store is online but am waiting patiently for them to fix the issue

[opaque frost]

i need help

with something can we get in a call or something so i can explain it

[fervent swift]

Hey there I know you guys are busy I need help with my order I made the order back in July and I haven't received it yet
Only 2 bucket hats my customer has been very patient and I'm just doing the best I can any news on restock or what's going on with the order ?

[topaz fern]

@fervent swift ⤵️

Please contact us through our form with the issues you are experiencing with your print quality or delivery: https://strms.net/merch-support.

[lucid pewter]

Is the merch rotator supposed to be static? It's not rotating between mug/ tshirt / hoodie at all.. Is it also supposed to be always visible 100% of the time?

[fervent swift]

@topaz fern IT tells me to reach out to support to find out what's going on with my order ... that's what I thought this was ? I'm confused

I don't have a problem with quality I just haven't even revived tracking or any news on the order itself

[rugged dew]

It would probably be better to send in a ticket. There's a drop down option in the merch support form for items not delivered. After clicking the link there's a ? on the bottom left ( at least that's where it is for me) click on the ? . While yes this is another place for help/support If they have many tickets I would assume they are going to prioritize those. Also this will be a long weekend for some, so Monday may possibly be a holiday for them.

[fervent swift]

I don't see a drop down menu I'm on mobile currently is it only on pc version?

[rugged dew]

might be I am on pc i havent tried on mobile lemme check

it still works on mobile for me, after you click on the ? , click on merch support if you scroll down the form there's a select the option that best describes your inquiry if you click on that there should be options that appear one is item not delivered.

[subtle dragon]

Can someone please let me know how to change the url of my merch store? I did a name change and want to use my new name.

Hoping to change from RenanDeCampos to indyskys

@lone sail can you please reset my store front. I want to change my name. It is currently RenanDeCampos and I want to change to indyskys

[subtle dragon]

Sorry my current name is Renan_DeCampos

@topaz fern can you help with this

[unique surge]

In order for us to change the URL of your store, we need to nuke the store. If you're okay with this let us know

[lucid pewter]

can a dev edit a design on their shop for the user?

[subtle dragon]

@unique surge I'm okay with it. Thanks for your help.

[unique surge]

Store should be reset

[onyx oar]

I did a whole load of new merch updates and the next day when I logged in, they are all missing. I am so unimpressed as spent an entire day doing them!

[topaz fern]

@onyx oar ⤵️

Please provide your account ID found at the top of this page: https://streamelements.com/dashboard/account/channels This ID is public info and safe to share here.

[onyx oar]

I have it but where do I post it to keep it private then?

[unique surge]

"This ID is public info and safe to share here."

The ID you shared is for a Mixer account. make sure you're logged in via the correct platform

[onyx oar]

5e13538364c8fb79f52f1a49

How do I delete the old Mixer one then too please?

[unique surge]

I see a bunch of merch items under the Twitch account. Make sure you're logged into the correct account

[topaz fern]

@onyx oar ⤵️

Please logout of StreamElements at https://streamelements.com/logout and then login again to your account (Twitch/YouTube/Facebook).

[onyx oar]

thx will give it a go

Perhaps I did create that merch on my old mixer channel .. is there anyway you could look and transfer it all to my twitch channel at all?

[fickle mulch]

There is not a way at this time to transfer items made on one channel's merch account to another. You will want to click on your profile icon on the top right hand corner and look through the channels you have connected to your StreamElements account, and it appears you have some other channels and perhaps these items were added to the trovo account you have connected?

[slender shore]

Howdy? Do we know if/when there will be newer phone cases available?

[warped pivot]

Just fyi stream labs has way more phone case options and way more options to do in general for merch

[subtle dragon]

Thank you @unique surge 🙏

[slender shore]

https://tenor.com/view/krule-john-c-reilly-what-face-reaction-gif-16881707

[unique surge]

What item are you trying to create/save?

[unique surge]

What item are you trying create/save?

[topaz fern]

@slender shore ⤵️

We really value your feedback and suggestions! Feel free to check out the SE.Merch section of our ideas board @ https://strms.net/semerch-ideas or submit this form and tell us more here: https://forms.gle/KpWxNN1mAT59RVw19

[lucid pewter]

Deskmat

[eternal bane]

I tried mug, shirt, hat, and a few others. Same issue. Once completed it just spins and goes nowhere.

[warped pivot]

Just saying

[subtle dragon]

The merch panel does not seem to be working. I can select a color but it doesn't show the panel to be downloaded. I've tried it on mobile and on a desktop.

[warped pivot]

That’s happening to me to

[jagged bloom]

still waiting on my merch store to be fixed

[jagged bloom]

same issue with me

and its been a week and am still waiting for them to fix this problem

[novel glacier]

I contacted the other day regarding the issue of It not allowing me to get the stream merch panel, or rotate widget and chat command. It Is still not wokring. Can someone assist me?