Troubleshooting

The issues studios run into most often, with what’s usually behind them and what to check before reaching out. For anything not covered here, try the FAQ or contact support.

A player didn’t receive their verification or invite email

Likely cause — Deliverability on the player’s side, or the email address entered doesn’t match where they’re looking.

What to check

• Ask the player to check their spam or junk folder.
• Open the player’s record in your dashboard and confirm the email address on it is correct. You can edit it from the player’s profile.
• If verification codes keep failing for a player, signing in with a social account that provides a verified email skips the verification step entirely. See Account Linking.
• Unsubscribing is not the cause: critical emails like playtest invites and login links are always sent, even to players who unsubscribed from announcements. See Opt-Out of Email Marketing.

When to contact support — Persistent non-delivery across multiple players points to something beyond an individual inbox — contact support.

Discord roles or channels aren’t updating

Likely cause — Discord changes are queued and processed separately from FirstLook role assignment. The FirstLook role applies immediately; the Discord reflection can lag behind, especially during sign-up surges — when the queue backs up, a Large Queue Processing banner appears in your dashboard.

What to check

• The most common misconfiguration: the FirstLook bot’s role must sit above the roles it needs to assign in your Discord server settings. See Correctly Order Roles.
• Look for the Large Queue Processing banner in your dashboard. If it’s showing, the queue is working through a surge — give it time. See What happens in the background.
• For channel sync: synced posts update on a schedule rather than instantly, and the bot needs access to the channels it syncs. Use the Test Discord Integration button on the Discord setup page to confirm the bot’s permissions — see Sync Discord Channels.
• If players aren’t landing in your server at all, check the flow’s “Automatically add players if they connected their Discord Account” toggle — see the FAQ.

When to contact support — If roles still aren’t applying after the queue has cleared and the bot’s role order is correct.

I need to unlink or move our Discord server

Not an error — you can only have one Discord server linked to your FirstLook project at a time, so switching servers means unlinking first. Go to Configuration → Discord and use Request Unlink to raise a ticket; the FirstLook team handles the unlink. See Unlinking the Discord Server.

”This account is already linked” when connecting an account or channel

Likely cause — The platform account or channel is already linked to a different FirstLook profile. For creators, a channel can only be connected to one creator profile at a time.

What to check

• Ask the player or creator whether they have a second account — for example an earlier sign-up with a different email.
• For players, you can unlink the wrong platform account from their profile in the dashboard so they can connect the correct one — see the FAQ under “A player linked the wrong steam, discord account, email address”.

When to contact support — If you can’t locate the other account, contact support.

Imported keys aren’t appearing

Likely cause — Large key imports process asynchronously in the background, so the counts shown right after upload can look partial.

What to check

• Wait a few minutes — counts fill in as processing completes.
• Verify your file is under 10 MB with one key per line. See Working at Scale and Limits & File Requirements.

When to contact support — If keys still haven’t appeared well after the import and the file meets the requirements.

In-game surveys aren’t showing up

What to check

• Work through the SDK testing steps for your engine: Unity or Unreal.
• Confirm the survey has game client distribution enabled and a trigger configured — triggers fire when your game sends the event the specified number of times, and each survey is shown only once per player. See Setting Up Triggers.
• In-game surveys require a plan that includes them — check your plan if the feature doesn’t appear at all.

When to contact support — If the SDK testing steps pass and the trigger is configured but surveys still don’t appear.

API returns a 403 saying Retention or Unlinked features are disabled

Likely cause — The game doesn’t have these features enabled. They are Labs features.

What to check — Enable the relevant feature via FirstLook Labs, or contact support to have it enabled for your game.

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Something else? Check the FAQ or contact support.