Fan management #
Fan management is your directory of everyone who has signed up to your channel. From here you can look up a fan, see what they have subscribed to and bought, help them with account or billing questions, and grant complimentary access. It is the place to go whenever a fan gets in touch.
Fan management shows personal details such as names, emails, and purchase history. Open a fan's record only when you need it to help them, and keep what you see confidential.
Finding a fan #
When a fan contacts you, the quickest way to help is to look them up.
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Open Fan management
From the dashboard, go to Fan management to see the list of your fans.
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Search
Type the fan's name or email into the search bar. You can also narrow the list with filters such as country, subscription status, or amount spent.
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Open their profile
Select the fan from the list to open their full profile.
What's on a fan's profile #
A fan's profile gathers everything you need to help them in one place, split across a few tabs.
Profile overview Their name, email, country, when they joined, and a summary of their activity and total spending.
Subscriptions tab The plans they currently hold and the status of each, so you can see at a glance what they have access to.
Billing tab Their full purchase history: plans and match passes, dates, amounts, and whether anything has been refunded. Refunds are issued from here.
Activity tab What they have watched and for how long, useful for answering "I couldn't see the match" type questions.
Free passes tab Any complimentary access you have granted them, with its expiry.
Checking a subscription #
The Subscriptions tab tells you whether a fan's access is healthy or whether something needs attention. The status is the key thing to read.
| Status | What it means | What you can do |
|---|---|---|
| Active | Their plan is current and paid | No action needed |
| Cancelled | Will end when the current period runs out | They can resubscribe |
| Payment due | A payment did not go through | Ask them to update their card |
| Paused | Temporarily on hold | Resume when they are ready |
Helping with common issues #
Most fan queries fall into a handful of types. Here is how to handle them.
A fan wants a refund
Open the fan's profile and go to the Billing tab. Find the purchase in their history and issue the refund there. The amount goes back to the card or account they paid with, usually quite quickly. The refund will then show up in your revenue reports once the figures next refresh. Note that issuing a refund does not automatically remove their access, so if you also want to withdraw access, revoke any related free pass or subscription as well.
A payment failed and the fan has lost access
Check the Subscriptions tab. A "payment due" status means a card payment did not go through. Ask the fan to update their payment details so the plan can renew. If they need to watch in the meantime, grant a short free pass to bridge the gap.
A fan can't find content they paid for
Open their Subscriptions and Billing tabs to confirm what they hold. Check that the plan they bought actually includes the match or content in question. If everything looks right but they still cannot watch, allow a little time for recent changes to catch up, then follow up.
You want to give a fan complimentary access
Go to the Free passes tab and grant access. You can open up a single match, or a full plan's worth of content, and set an expiry date if the access should be temporary. This is handy for VIPs, sponsors, or making up for a service issue. Complimentary access does not cost the fan anything and does not appear in your revenue figures.
Talking to fans #
Fan management helps you understand a fan's situation before you reply, but it is not a messaging tool. When you need to follow up, contact the fan through your usual support channel, such as email, using the details on their profile. Only reach out about the matter they contacted you about, and avoid using their details for anything they have not agreed to.
Next steps