Troubleshooting

My subscriber count looks wrong

The number on your dashboard isn't always the same as the number in your Twitch dashboard, because your dashboard settings adjust it. Check the following on the dashboard's edit page:

• Baseline Subscriber Count: This is subtracted from your Twitch count.
• Bonus Subscribers: These are added on top of your Twitch count.
• Disable Bleed: The count never goes down, even when subscribers expire.
• Count Resubscriptions: Resubs are added to the total.
• Lock Subscriber Count: The count is frozen and won't change.

The top of the Goals section shows your current count along with the raw Twitch count and each adjustment. For a full explanation, see Subscriber Count Settings Explained.

My subscriber count isn't updating

1. Make sure Lock Subscriber Count is turned off on that dashboard.
2. Wait a minute and reload. Your dashboard checks Twitch for your subscriber count when it's viewed, at most once per minute.
3. If new subs still don't appear, sign out and sign back in with Twitch. Signing in reconnects your Twitch authorization and re-registers the live notifications that tell subgoal.gg about new subs, gifted subs, and resubs.
4. If you're using Disable Bleed, remember its stored count is only increased by new subs and gifts. If it ever falls out of sync, you can correct it manually. See Subscriber Count Settings Explained.

Resubscriptions don't change your Twitch subscriber count. To include them, turn on Count Resubscriptions. Twitch only reports resubs that the subscriber shares in chat.

My OBS overlay is blank, broken, or shows an error

• Check that the dashboard is public. The overlay URL only works while "Make this dashboard publicly viewable" is turned on.
• Re-copy the URL if you ever made the dashboard private. Turning a dashboard private and then public again creates a new link, and the old overlay URL will no longer work. If your Pro subscription ended, dashboards other than your most recently updated one are made private too.
• Use the OBS Browser Source URL, not the public dashboard link. They're two separate links in the "Public URLs" section.
• Set the source size to 800 × 120, or turn on "Stretch to full browser width" in the overlay settings if you want it to fill a wider source.
• Refresh the source. Open the browser source's properties in OBS and click "Refresh cache of current page".
• Text is hard to read? Adjust the font and background colors or enable a font outline in the overlay settings.
• Overlay says "No goals have been set yet"? Add at least one goal to the dashboard.

See Using and Customizing the OBS Overlay for full setup steps.

My dashboard is read-only

On the free plan, you can edit only one dashboard: your most recently updated one. If you have more than one dashboard, the others are read-only until you upgrade to Pro or delete the dashboards you no longer need. This commonly happens after a Pro subscription ends. See What Happens When I Downgrade.

I don't see the custom subdomain option

The option only appears when all of these are true:

• You have an active Pro subscription.
• The dashboard is set to public.
• Your Twitch username only contains letters, numbers, and underscores.

See Sharing Your Dashboard and Custom URLs.

I can't find my moderator, or my moderator lost access

• Your moderator needs to have signed in to subgoal.gg with their Twitch account at least once. Moderators without an account are listed separately on the "Manage Moderators" page.
• They need to be a moderator of your channel on Twitch. If they are removed as a moderator on Twitch, their dashboard access is removed automatically.
• Moderator access is a Pro feature. If your Pro subscription ends, all moderator access is removed.

See How to Grant Access to Moderators.

A goal was marked achieved too early (or won't un-achieve)

Goals are marked achieved automatically when your dashboard count reaches their target, and they're re-checked whenever the dashboard or overlay is viewed. If your count is still above the target, an un-achieved goal will be marked achieved again. See Managing Goals.