# Passes > Passes — knowledge base and documentation ## Get started as a fan Source: https://help.passes.com/article/71a36e5e-get-started-as-a-fan.md # Get started as a fan

Passes lets fans subscribe to creators, buy content, send messages, join livestreams, purchase shop items, and support creators directly.

To get started, create a fan account, find creators you want to follow, and choose the experiences you want to access.

## Create a fan account
  1. Go to Passes.
  2. Sign up with your email, phone number, or available login option.
  3. Follow the prompts to verify your account.
  4. Add a payment method if you want to subscribe, buy content, tip, or make purchases.

You must use accurate account information and follow Passes rules when using the platform.

## Find creators

You can discover creators through creator links, search, recommendations, social media, or direct invites from creators.

When you visit a creator’s page, review their available memberships, posts, shop items, livestreams, and other offers before purchasing.

## Subscribe to a creator

Some creators offer memberships with recurring billing. Memberships may include access to exclusive posts, messages, communities, livestreams, or other creator benefits depending on what the creator offers.

  1. Go to the creator’s Passes page.
  2. Choose the membership or offer you want.
  3. Review the price, billing terms, and included benefits.
  4. Confirm your payment.

Subscriptions renew automatically unless you cancel before the next billing date.

## Buy content or shop items

Creators may sell paid posts, unlocked content, custom offers, digital items, merchandise, event access, or other shop items.

Before buying, review the title, description, price, preview, delivery details, and any terms shown at checkout.

## Message creators

Some creators allow fans to send messages. Depending on the creator’s settings, messaging may be free, paid, or available only to certain fans or members.

Creators choose how they manage their inbox and may not be able to respond to every message.

## Join livestreams or calls

If a creator offers livestreams or one-on-one calls, review the date, time, price, access rules, and description before purchasing or joining.

Make sure you are logged in with the account used to buy access.

## Manage payments and memberships

You can review your payment methods, billing history, purchases, and active memberships from your account settings.

If you no longer want a recurring membership, cancel it before the next billing date. Canceling a membership stops future renewals, but it does not automatically refund past charges.

## Stay safe on Passes

Only use Passes through official Passes pages and links. Do not share your password, verification codes, full card number, CVV, bank login, or government ID in chat.

If something looks suspicious, such as an unexpected charge, impersonation, scam, unsafe content, or account access issue, gather the relevant account and transaction details before asking the agent for help.

--- ## Migrate from Fanhouse to Passes Source: https://help.passes.com/article/18c85a44-migrate-from-fanhouse-to-passes.md ## Claim your Fanhouse account To claim your migrated Fanhouse account on Passes: 1. Sign up on Passes using the same email address you used on Fanhouse. 2. Follow the account claim steps shown in Passes. 3. If the creator you followed has also migrated, your eligible previously purchased content may be available on Passes. ## Access your migrated content Once your account is claimed and the creator’s account has migrated, you can find migrated unlocked content in your Passes account. ## Add a payment method To continue unlocking content on Passes, add a credit or debit card to your account after claiming it. Need more help? Visit https://www.passes.com/blog/posts/fanhouse-x-passes-claim-your-fan-account --- ## Passes Source: https://help.passes.com/article/cab584bc-passes.md # What is Passes? Passes is a creator accelerator built to help creators build lasting businesses with their audience. Creators use Passes to connect with fans, share exclusive content, and offer paid experiences directly through one platform. With Passes, creators can use tools like: - Locked content - Direct messaging - Live streams - Merchandise and shoppable offerings - 1:1 fan calls - Customizable subscription tiers Passes is built around creator ownership, fan connection, and sustainable growth. Creators bring the audience and the craft; Passes provides the platform, tools, team, and infrastructure to help them build something that lasts. Fans and subscribers are the people creators connect with, not just metrics. Passes supports real creator-fan relationships through content, communication, and community tools. --- ## Manage your fan account Source: https://help.passes.com/article/b51e7935-manage-your-fan-account.md

You can manage your fan account from Settings. Use this area to update your payment method, notification preferences, privacy settings, login activity, devices, and account controls.

## Payment methods

To subscribe to creators or make purchases, go to Settings > Payment to add, update, or remove a payment method.

For accepted payment methods, membership billing, transaction history, and failed payment help, see Fan payments: methods and billing.

## Memberships and orders

Use the Memberships section to view active subscriptions, renewal dates, benefits, upgrades, and cancellation options. Use the Orders section to review shop purchases and order history.

For more details, see Access memberships and orders and Fan subscriptions.

## Notifications

Go to Settings to customize your email and SMS notification preferences. This helps you control which creator updates, account alerts, and activity notifications you receive.

## Privacy and safety

You can manage privacy settings, comment permissions, blocked accounts, and restricted users from your account settings.

If you need to block or restrict someone, see Block and restrict users.

## Messages

Fans can message creators from the Messages section. Some creators may charge for messages or limit who can send DMs based on membership status, account eligibility, or their own settings.

For messaging rules and limits, see Message creators and DM limits.

## Devices and login activity

From Settings, you can review devices connected to your account, log out of all devices, and check recent login activity.

Login activity may include estimated location, date and time, and device or browser used. Locations are IP-based estimates, and login activity shows past sign-ins only, not every currently active session.

If you are having trouble signing in, see Sign-in troubleshooting.

## Account data and deactivation

You can export your account data from Settings > Account > Account Management > Export Data.

For step-by-step instructions, see Export and Download Your Account Data.

If you want to deactivate or delete your fan account, see Deactivating fan account. Cancel any active subscriptions before deactivating to avoid future charges.

## Community guidelines

Help keep Passes safe by following the Community Guidelines.

## If you need help

If you cannot access your settings, see an error, or need help with your account, gather these details:

For more help, visit passes.com/help.

--- ## Sign-in troubleshooting Source: https://help.passes.com/article/ea9cfafa-sign-in-troubleshooting.md # Sign-in troubleshooting

If you’re having trouble signing in to Passes, start with the steps below.

## 1. Check your email and password

Make sure you’re using the email address connected to your Passes account and that your password is entered correctly.

If you forgot your password:

  1. Go to passes.com/forgot-password.
  2. Enter the email address connected to your Passes account.
  3. Check your inbox for the password reset email.
  4. Use the link in the email to create a new password.

If you don’t see the email after a few minutes, check your spam or junk folder.

## 2. Use the same sign-in method you used when creating the account

If your account was created with a social login, use that same option to sign in. Passes supports social sign-in options such as Google, Apple, Facebook, X/Twitter, and Twitch depending on device and availability.

If your account is not configured for password login, a password reset may not work. Use the original social sign-in method instead.

## 3. Complete any security verification

Passes may ask for a verification code when extra security is needed, such as when signing in from a new device or after too many login attempts.

If prompted:

  1. Enter the code sent to your email or phone, or use the code from your authenticator app.
  2. Make sure the code has not expired.
  3. If there is a resend option, wait for the timer before requesting another code.
## 4. Wait before trying again if you reached a login limit

If you entered incorrect details too many times, Passes may temporarily limit additional login attempts. Wait a little before trying again.

Do not keep retrying quickly, since that can trigger more security limits.

## 5. Try a clean browser session

If your email, password, and verification code are correct but sign-in still fails:

  1. Refresh the page.
  2. Try a private or incognito browser window.
  3. Clear your browser cache and cookies.
  4. Try another browser or device.
  5. Make sure your internet connection is stable.
## 6. Contact support if your account may be locked or unavailable

If you see a message that your account is locked, deleted, unavailable, or you still cannot access your account after the steps above, contact Passes Support.

For security, include only the email address connected to your Passes account and a short description of what you see. Do not send your password or verification codes.

--- ## Find and follow creators Source: https://help.passes.com/article/eb9dec88-find-and-follow-creators.md You can discover creators on Passes through Home, Search, live streams, Premium discovery, and recommendations. ## Discover creators ### Home From Home, you may see: - Discover area: shows a curated mix of creators and posts. - Live Now section: highlights creators who are actively livestreaming so you can jump into a stream from your homepage. ### Search Use the Search bar to find specific creators by name or by keywords related to their content. ### Passes Premium Passes Premium subscribers may get access to featured creators, making it easier to find exclusive content to explore. ### Recommendations Passes may suggest creators for you to check out. ## Follow creators When you find a creator you like: 1. Open their profile. 2. Select the Follow button to start getting updates on their content. You can also subscribe to a creator’s membership tiers to unlock exclusive perks and content. To stay updated, turn on notifications so you do not miss new posts, livestreams, or creator updates. Need more help? Visit the Passes Help Center: https://www.passes.com/help --- ## Access memberships and orders Source: https://help.passes.com/article/d0ac513f-access-memberships-and-orders.md Use this guide to find your memberships, purchased content, shop orders, and livestream access on Passes. ## Memberships and subscriptions ### View your memberships Go to the Memberships section of your dashboard to see your active memberships, renewal dates, and included benefits. ### Manage your subscriptions From Memberships, you can cancel, upgrade, or change your membership tier when those options are available. Follow the on-screen prompts to finish the change. ### Access membership content Membership content is available from the creator’s profile. Your access depends on the tier you purchased and whether that membership is still active. If you cancel or move to a lower tier: - Media you purchased individually remains available in your Gallery. - Content included only with a membership tier remains available while your paid access to that tier is active. - After that access ends, you’ll need an active qualifying tier again to view tier-included content. ### If a membership perk isn’t working as described If a membership perk isn’t working the way it was described, contact the creator first so they can review it. For example, if a membership says it includes access to certain wall content, but you are still being asked to pay for that content separately, send the creator a message with: - the membership tier you purchased - the perk you expected to receive - the content or page where you are being asked to pay again - any relevant screenshot, if helpful Please give the creator up to 1 week to review and resolve it. If the issue is not resolved after 1 week, contact Passes Support and include the details above. Our team can review the case and help escalate it. ## Purchased media Go to Gallery to view content you purchased individually. If you can’t find a purchase, check that you’re logged into the same account used to buy it. ## Shop orders ### Buy from a creator’s Shop 1. Go to the creator’s profile. 2. Open the Shop tab. 3. Select the item you want. 4. Choose Buy now. 5. Review the description, shipping details if needed, fees, and payment method. 6. Complete checkout. ### View order history Go to Orders to see previous purchases and available order details, including shipping or delivery status for physical items. ## Livestreams ### Find livestreams Check the creator’s profile or Watch Streams for upcoming livestreams. Some livestreams are included with a membership. Others may require a one-time purchase or pay-per-view access. ### Join a livestream Use the stream link at the scheduled time. If chat or questions are enabled, you can participate during the stream. ### Watch a replay Check the creator’s profile for replay access. Some replays may be available for purchase after the live event ends. ## High-Res image viewing High-resolution image viewing is available only on web/desktop and can depend on the creator's content settings. If the creator has certain protection settings enabled, high-res may not be available for that content ## Also see - Payments & Billing - Memberships & Subscriptions --- ## Find and watch livestreams Source: https://help.passes.com/article/30e9560c-find-and-watch-livestreams.md Fans can find livestreams from a creator’s profile or through Watch Streams in the navigation bar. ## Find livestreams You can: - Browse active streams on the Watch Streams page. - Find upcoming livestreams on a creator’s profile. - Join directly from a creator’s profile when a stream is available. Some livestreams require a one-time fee or pay-per-view purchase. Others may be included with a membership. ## Purchase a livestream 1. Open the livestream from the creator’s profile, Watch Streams, or a creator link. 2. Select the livestream. 3. Add your payment information. 4. Complete checkout. 5. After purchase, you can join the stream immediately. Guest Checkout only works for paywall livestreams. It does not work for pay-per-minute livestreams. ## Purchase types - Pay-to-View: pay a one-time fee for unlimited access to the full broadcast. - Pay-per-Minute: each time you rejoin the stream, a new transaction is required. ## Participate in a livestream Join the stream at the scheduled time using the provided link. During the stream, you can: - Interact through chat or questions. - Comment for free. - Send tips with messages. Tip amounts and usernames are visible to everyone. To delete one of your own messages, click the message and select Delete. ## Fan action panel Use the fan action panel to: - Pause the stream - Go full-screen - Hide or show the overlay - Set tip amounts - Rotate to landscape mode Tap the arrow in the upper right to view stream details. ## Replay access If you miss a livestream, check whether a replay is available. Replays are often available for purchase on the creator’s profile. --- ## Fan subscriptions Source: https://help.passes.com/article/1bdda005-fan-subscriptions.md

Some creators offer paid memberships that give fans access to exclusive content, messages, livestreams, communities, or other benefits. Available tiers, pricing, billing options, and perks are set by each creator.

## Subscribe to a creator
  1. Go to the creator’s Passes page.
  2. Select the membership tier you want.
  3. Review the price, billing terms, and included benefits.
  4. Confirm your payment.

Membership benefits can vary by creator and tier. Review the offer before subscribing.

## Manage a subscription

You can view your active memberships, renewal dates, benefits, upgrades, and cancellation options from the Memberships section.

For help finding memberships and orders, see Access memberships and orders.

## Cancel a subscription

You can cancel a recurring membership from the Memberships section. Canceling stops future renewals, but you will usually keep access until the end of the paid billing period.

  1. Go to Memberships.
  2. Select the membership you want to manage.
  3. Choose Cancel subscription.
  4. Follow the prompts to confirm.

If you already canceled and want to keep the membership active, the cancellation generally cannot be manually undone after it has been processed.

You should still keep access to your membership perks through the end of the period you already paid for. To help avoid overlapping or duplicate charges, wait until your current paid period ends before subscribing again if you want ongoing access.

Canceling a subscription does not automatically refund past charges or unused time.

### Free trials

If your membership starts with a free trial, the free trial automatically becomes a paid membership if it is not canceled before the trial expires.

If you cancel after the membership renews, after you’ve been charged, canceling prevents future charges but does not end the access you already paid for. Your membership access remains available through the end of the current billing period.

Completed renewal charges are subject to the all-sales-final policy.

## Lifetime memberships

Some creators may offer lifetime memberships. Lifetime memberships are one-time purchases and do not renew like recurring subscriptions.

Lifetime memberships cannot be upgraded or canceled like recurring subscriptions. If a creator removes a lifetime tier, existing lifetime members keep access to the benefits included with that tier, but the tier may no longer be available for new purchases.

## Billing and payments

Creators may offer different billing options, such as monthly, quarterly, yearly, or lifetime memberships. Available options depend on the creator and tier.

For accepted payment methods, billing options, fees, taxes, payment history, and failed payment help, see Fan payments: methods and billing.

## If you need help

If you cannot find a subscription, see an unexpected charge, or have trouble canceling, gather these details:

For more help, visit passes.com/help.

--- ## Membership missing from Memberships view Source: https://help.passes.com/article/14716bc9-membership-missing-from-memberships-view.md If a membership is missing from your normal Memberships view, check Hidden Memberships in your Membership settings. If the membership appears there, select “Unhide Membership” to move it back to your active Memberships view. If you’re trying to cancel a renewal and still can’t find the membership or the “Cancel Subscription” option, contact Passes Support for account-specific help. --- ## How membership upgrades apply unused value as credit Source: https://help.passes.com/article/963b50a3-how-membership-upgrades-apply-unused-value-as-credit.md - If you use the built-in membership upgrade option, the unused value from your current membership is applied as credit toward the higher tier. - Your checkout will show the remaining amount due for the upgrade. - Your billing frequency stays the same as your current membership. - If you buy another tier as a separate purchase instead of using the upgrade option, unused value from your current membership is not automatically applied. - If you do not see an upgrade option, the creator may not have enabled membership upgrades for that tier. --- ## Chatting Creator’s AI Source: https://help.passes.com/article/590c9668-chatting-creators-ai.md **What is Creator AI Chat?** An AI version of a real creator (responding in their style, not a live human conversation). It is separate from regular DMs from the real creator You can use AI Chat only if both of these are true: - You have an active **Passes Premium** subscription. - The creator has **AI Chat enabled**. AI Chat is separate from your regular DMs. It is **not** a live conversation with the creator. ## Access and cost Regular AI text messages do **not** have an additional per-message charge. Each AI text message supports up to **1,000 characters**. If the AI offers **paid photos or videos** in the chat, those cost extra to unlock. ## Open AI Chat 1. Log in to your Passes account. 2. Go to the creator’s profile. 3. Select **AI Chat** beside **Message**. If you do not have an active Passes Premium subscription, you will see an upgrade prompt. ## Hide a conversation To hide an AI conversation: 1. Open the conversation menu. 2. Select **Hide Conversation**. 3. Confirm. Hiding a conversation removes it from your inbox view. It does **not** cancel Premium or delete the conversation. ## Important note about AI replies AI replies can be inaccurate. Do not treat them as confirmation of a personal promise, booking, or arrangement with the creator. --- ## Message creators and DM limits Source: https://help.passes.com/article/d0992c36-message-creators-and-dm-limits.md Fans can message creators from the Messages section, as long as the creator’s messaging settings and account eligibility allow it. ## Send a message to a creator 1. Go to Messages. 2. Search for the creator, or select them from your existing messages. 3. Write your message. 4. Review any cost shown before sending. Some creators charge for direct messages or require a tip. If there is a cost, it will be shown before you send. ## Free messages Some memberships include free messages. Check your membership details to see how many messages are included. Passes Premium may also include free messages to creators in the Passes Premium list, when supported by that creator. Free message allowances refresh on a 30-day cycle. Unused free messages do not roll over. ## Media messages You may be able to send photos, videos, GIFs, or voice messages if the creator has media messages enabled. Creators can turn media messages on or off in their settings, including for individual chats. ## If DMs are disabled If you see DMs disabled or cannot send a message, it may be because: - The creator has disabled DMs. - The creator only allows active members to message them. - The creator only accepts messages with a tip or through Passes Premium. - You do not have an active qualifying membership. - Your account is not eligible to message that creator. - Age restrictions apply. Creators can choose who is allowed to message them. Member-only messaging means only fans with an active membership can send DMs, even with tips. Users under 18 may not be able to access or message adult-rated creators. Adult-rated creators may also be hidden in search for under-18 accounts. ## Message limits Your available messages depend on your membership tier, Passes Premium subscription, and the creator’s settings. If you use all included free messages, you may need to send a paid/tipped message or upgrade your membership to unlock more messaging perks. ## Group chats Group chats may have their own access rules, such as follower-only or member-only access. Once you have access, regular DM free-message limits do not apply to group chat conversation. --- ## Access creator Discord via membership Source: https://help.passes.com/article/a62531a4-access-creator-discord-via-membership.md

Some memberships come with exclusive Discord access. Here’s how to get connected:

  1. Purchase a membership from a creator that includes Discord access.
  2. On the post-purchase confirmation screen:
  3. Once you authorize:

To manage your connected Discord accounts later, head to your Memberships page. You can also see which of your memberships include Discord access there.

## FAQ ### What happens if I cancel my membership?

Your Discord access will be removed automatically.

### How quickly do I get access?

Usually right after you connect your Discord account.

### Where do I find the Connect Integrations button?

It shows up on the confirmation screen right after your purchase. You can also launch the integration pop-up by selecting the integration button on any individual membership.

### I already have a membership. What if Discord access gets added later?

You’ll be notified, and you can connect your Discord anytime through your Memberships page.

--- ## Fan payments: methods and billing Source: https://help.passes.com/article/6ea2ba86-fan-payments-methods-and-billing.md # Fan payments: methods and billing

Fans can use Passes to buy memberships, paid messages, tips, livestream access, shop items, and other creator content. The payment methods available can depend on the type of purchase, device, browser, and checkout flow.

## Accepted payment methods

Credit and debit cards are the main payment method for fan purchases on Passes.

Other payment methods may be available for certain purchases:

You’ll see the payment methods available to you during checkout before you complete a purchase.

## Membership billing options

Some creators offer multiple membership billing options. Available options can vary by creator and tier.

Memberships renew automatically unless you cancel them. You can review the price, billing option, and renewal details before confirming your purchase.

## One-time purchases

One-time purchases may include paid messages, unlocked content, livestream access, shop items, tips, or other creator offers.

One-time purchases do not create a recurring membership unless the checkout clearly says you are buying a membership or subscription.

## Transaction fees and taxes

A transaction fee may be added at checkout. Any applicable fees are shown before you complete the purchase.

Sales tax may also apply depending on the purchase type and your location. If tax applies, it will be included in the checkout total before payment.

## Manage your payment methods

You can manage saved card information from your account settings.

  1. Go to Settings.
  2. Select Payment.
  3. Add, update, or remove your card information.

If a card is connected to an active subscription, you may need to update the subscription payment method before removing that card.

## View your payment history

Your payment history shows completed Passes transactions, including purchase amounts, dates, and payment details available in your account.

  1. Go to Settings.
  2. Select Payment.
  3. Open Payment History.
## View memberships and orders

For memberships, go to the Memberships section to review active subscriptions, renewal dates, included benefits, upgrades, or cancellation options.

For shop purchases and other orders, go to the Orders section to review your order history and available delivery or fulfillment details.

## If a payment fails

If your payment does not go through, try the checkout again and complete any bank verification prompts, such as 3DS authentication, if shown.

You can also try:

Do not share your full card number, CVV, password, bank login, or verification codes in chat.

--- ## Guest Checkout Guide Source: https://help.passes.com/article/fe259fd7-guest-checkout-guide.md

Guest Checkout lets you buy eligible content or shop items on Passes without logging in or creating an account first. After checkout, you can activate your account to manage purchases, view history, or access account-only features.

## What you can buy with Guest Checkout

Guest Checkout is not available for messages or pay-per-minute livestreams.

## How Guest Checkout works
  1. Open the creator’s shared link.
  2. Select the item, post, livestream, or membership you want to buy.
  3. Enter your payment details. For physical shop items, enter your shipping address too.
  4. Complete checkout.
  5. After payment, follow the prompt to activate your account if you want full access to account tools.
## Activating your account

To activate your account, use the same email address you entered during Guest Checkout. Your email may already be pre-filled from checkout.

Activation may be needed to view purchase history, manage memberships, cancel subscriptions, watch livestream replays, or access content from your account later.

## Guest Checkout for memberships

You can buy a creator membership through Guest Checkout, but you will need to activate your account to manage or cancel the membership later.

For more on subscription billing, renewal timing, cancellations, and lifetime memberships, see Fan subscriptions.

## If you entered the wrong email

If you mistyped your email during Guest Checkout, contact Passes Support as soon as possible. Include the email you meant to use, the email you may have entered, the purchase amount, and the purchase date.

## If you cannot access your purchase

If you paid but do not see access, you may have checked out with a different email or entered your email incorrectly. Check your receipt email first, then contact Passes Support if you still need help.

For payment method and billing help, see Fan payments: methods and billing.

--- ## Membership Pending: Access Not Activated Source: https://help.passes.com/article/33640cc4-membership-pending-access-not-activated.md If your membership purchase is still pending and access has not activated, open Settings and go to Payment History. If the Cancel option is available on the pending transaction, select Cancel. After the pending transaction is canceled, verify your payment details and retry the membership purchase. The Cancel option may not appear for every pending transaction. If you can’t cancel it or the payment remains stuck, contact Passes Support with your account email, creator or membership name, amount, date, and a non-sensitive screenshot of the pending status. Do not include full card or bank details. --- ## Troubleshooting Payment Failures Source: https://help.passes.com/article/21db8f22-troubleshooting-payment-failures.md # Troubleshooting Payment Failures

If your payment fails on Passes, it usually means the payment method could not be approved by your bank, card provider, or payment processor.

## Common reasons payments fail ## What to try ##If the checkout window or payment screen is not working - Refresh the page or close and reopen the app. - Make sure popups/redirects are allowed for Passes. - Try an incognito/private browser window. - Clear browser cache and cookies, then try again. - Disable ad blockers, VPNs, or browser extensions temporarily. - Try another browser, device, or network. - Make sure the app/browser is updated. - If a bank verification/3DS screen appears, complete it before returning to Passes. - Do not click the purchase button repeatedly. ## Membership payment failures

If a membership renewal payment fails, your access may be paused or canceled depending on the billing status. Update your payment method as soon as possible to keep access to the creator’s membership.

For more about memberships, renewals, and cancellations, see Fan subscriptions.

## If you were charged but do not have access

If you see a charge from Passes but your purchase, membership, or content access is missing, check whether you used a different email or account during checkout.

If you used Guest Checkout, you may need to activate your account with the same email used at checkout. For more help, see Guest Checkout Guide.

## If the issue continues

If your payment still fails after trying the steps above, contact Passes Support. Include the purchase you were trying to make, the creator’s name, the payment method type, and any error message you saw.

--- ## Unrecognized charge Source: https://help.passes.com/article/4651de3a-unrecognized-charge.md # Unrecognized charge

If you see a Passes charge you do not recognize, review your account activity first. Some charges may come from subscriptions, renewals, unlocked content, messages, livestreams, tips, shop purchases, or other paid creator content.

## 1. Check your Passes account

Sign in to the Passes account that may have made the purchase, then check your recent activity.

Review:

## 2. Check for active subscriptions or renewals

If the charge was for a membership, it may be a recurring renewal.

If you no longer want to be charged for a membership, cancel the active subscription from your Passes account. Canceling prevents future renewals, but it does not automatically refund previous charges.

## 3. Check whether someone else used your account or payment method

If you share a device, account, or payment method with someone else, ask whether they made the purchase.

If you believe someone accessed your Passes account without permission:

  1. Change your Passes password right away.
  2. Review your recent purchases and account activity.
  3. Remove any payment methods you do not recognize.
  4. Secure the email account connected to your Passes account.
  5. Contact Passes Support.
## 4. Contact Passes Support

If you still do not recognize the charge, contact Passes Support so the team can review it.

Include:

Do not send your full card number, CVV, password, verification codes, bank login, or screenshots showing sensitive payment details.

## 5. If your card may be compromised

If you believe your card was lost, stolen, or used without permission outside of your Passes account, contact your bank or card issuer. They can help secure the card and review unauthorized activity.

## What happens next?

Passes Support may review the charge, account activity, purchase history, subscription status, and payment details available on the account.

Refunds or reversals are reviewed case by case. Passes cannot guarantee a refund before the charge is reviewed.

--- ## Contact Passes Support Source: https://help.passes.com/article/3d4516ad-contact-passes-support.md

If you need help with your Passes account, payments, memberships, orders, creator tools, or reporting an issue, you can contact Passes Support in a few ways.

## Use Passes AI Chat

For quick help, go to Passes AI Chat and describe what you need help with.

## Email support

If you still need help, email help@passes.com. Passes Support is available daily from 5 AM to 9 PM Pacific Time.

## Report a bug or suggest feedback

To report a bug or send product feedback from your account:

  1. Go to Settings.
  2. Select Feedback.
  3. Choose Report a bug & Suggest.
  4. Add the details of the issue or suggestion.
## What to include

To help Support review your request faster, include:

Passes reviews support requests under our Terms of Service and Community Guidelines.

--- ## Deactivating fan account Source: https://help.passes.com/article/9adaae54-deactivating-fan-account.md You can deactivate your account from your account settings.

Before deactivating, review any active memberships, recent purchases, unlocked content, paid messages, or payment history you may want to keep track of. Deactivating your account does not automatically guarantee a refund or cancel every past purchase.

  1. Log in to your Passes account.
  2. Go to Settings.
  3. Select Account.
  4. Open your account management options.
  5. Choose the option to deactivate or delete your account.
  6. Follow the on-screen prompts to confirm.
If you do not see the deactivation option, cannot log in, have pending creator funds, or receive an error while trying to deactivate your account, gather these details:

If you cannot log in, do not see the deactivation option, or get an error while trying to deactivate, the agent may escalate to human.

--- ## Estimate health insurance with Stride Source: https://help.passes.com/article/658364a1-estimate-health-insurance-with-stride.md

Passes has partnered with Stride Health to help eligible users explore and enroll in health insurance options.

## How to check costs and enroll
  1. Go to Settings > Health Benefits > Stride Health in your Passes account.
  2. Use the healthcare calculator to estimate your monthly health insurance costs.
  3. Check whether you may qualify for government subsidies.
  4. Start your enrollment application through Stride Health.

Once you’ve started your application, any follow-up questions or issues should go directly to Stride’s support team.

## What is Stride Health?

Stride Health is a broker health benefit that helps users find and enroll in health insurance plans. Passes has partnered with Stride to make it easier for users to explore coverage options.

## Who is eligible?

Stride is currently available only to U.S.-based users.

## Does Passes pay for health insurance?

No. Passes does not pay for or directly subsidize healthcare costs for creators or fans.

## Will I get healthcare tax documents from Passes?

No. Any healthcare-related tax forms or documents will come directly from Stride, not Passes.

## Does using Stride affect my Passes earnings or payouts?

No. Using Stride does not affect your Passes earnings or payouts. For tax-related questions, contact Stride or a tax professional.

--- ## Passes NPS survey Source: https://help.passes.com/article/97c35026-passes-nps-survey.md

Creators and fans may see an in-app survey asking them to share feedback about their Passes experience.

## What is an NPS survey?

NPS stands for Net Promoter Score. It asks how likely you are to recommend Passes to a friend on a scale from 0 to 10, where 0 means not likely and 10 means extremely likely.

## How it works

If you’re eligible, the survey may appear while you’re using Passes on web or mobile.

Here’s what to expect:

  1. You’ll be asked: How likely would you recommend Passes to a friend?
  2. Select a rating from 0 to 10.
  3. After selecting your rating, click Submit.
  4. You’ll then be asked: What’s the Main Reason for Your Rating?
  5. You can add optional feedback, then select Send Feedback.

If you don’t want to complete the survey, you can close it using the x button.

## Who can see the survey?

Both creators and fans may see the NPS survey.

## Why didn’t I see the survey?

The survey does not appear to everyone every time. You may not see it if you recently submitted or dismissed the survey, or if it has not been selected to show during your session.

## What happens with my feedback?

Your feedback helps Passes understand user experience and improve the platform for the community.

--- ## Sales tax Source: https://help.passes.com/article/610e3db4-sales-tax.md ## What is sales tax? Sales tax is a government-imposed tax on the sale of goods and services. Depending on your location, it may apply to purchases like memberships, content, or physical goods on Passes. ## Does Passes charge sales tax? Only when required by law. If sales tax applies to your purchase, it is added to your total and shown before you complete checkout. ## How sales tax appears on receipts - Physical goods receipts show the exact tax amount collected. - Processing fees are listed separately and are not combined with sales tax. - If the same tax applies to multiple items, it may show as one line. - If different taxes apply to different items, they may appear as separate lines, though this is rare. ## Who pays sales tax? As the buyer, you are responsible for any required sales tax. When Passes collects sales tax, Passes sends it directly to the appropriate tax authority. If sales tax is not collected at checkout but is legally required in your area, you may need to pay it directly. ## Why am I being charged sales tax now? Tax laws can change. If your area has a new requirement, Passes will collect and add sales tax at checkout going forward. ## Is sales tax included in the price I see? Not always. Sales tax is typically added at checkout alongside any processing fees. You will see the full total before you pay. ## Creators: what to know about taxes Creators are responsible for understanding and managing taxes on their sales. Passes may deduct applicable taxes and fees before paying out your share of Net Consideration, which is your total sales minus fees, taxes, and processing costs. For personal tax advice, reach out to a tax professional. For questions about how Passes handles tax collection, contact Passes support: https://www.passes.com/help --- ## Creator Referral Program Source: https://help.passes.com/article/32f6fe62-creator-referral-program.md # Creator Referral Program Know someone who would be a strong fit as a creator on Passes? Refer them and earn when they start earning. When a creator signs up through your unique referral link and is approved, you can earn 50% of Passes’ share of that creator’s qualified revenue for their first 3 months on the platform. To earn referral rewards, the referred creator must be on the Creators+ plan and meet the referral program requirements. ## How to refer a creator 1. Log in to your Passes account. 2. Go to Settings > Referrals. 3. Copy your unique referral link. 4. Share it with the creator you want to refer. When your referred creator signs up, is approved, and starts earning, they can appear in your Referral Stats. You can track referral earnings in Settings > Referrals and Earnings. For full details, visit: https://www.passes.com/help/promotion/referral --- ## Promotions and discounts Source: https://help.passes.com/article/e736fd9e-promotions-and-discounts.md Creators may offer promotions, discounts, or free trials on Passes. Availability depends on the creator and the offer. ## Find creator promotions To look for active offers: 1. Visit the creator’s profile. 2. Check their memberships, posts, shop items, or shared links for any available discounts. 3. Follow creators you like and keep notifications enabled so you can see updates they share about new offers. ## Membership discounts Some creators may offer discounts or free trials for memberships. If a discount is available, you may see it during checkout. Some subscription memberships may also include quarterly or annual discount options when available. ## Passes Premium Passes Premium can include free memberships from select Passes Premium creators. If a membership is included with your Passes Premium subscription, you may be able to claim it for free. ## Discount links Creators can share direct discount links with fans. When you click a valid discount link, you’ll be taken to checkout with the discount applied. If a discount does not appear, check that you are using the correct link and that the offer is still active. --- ## Block and restrict users Source: https://help.passes.com/article/00f62fdf-block-and-restrict-users.md If you run into inappropriate behavior, you can block, restrict, or report the user from their profile or from Messages. ## From a user's profile 1. Go to the user's profile. 2. Select the three dots menu. 3. Choose Block, Restrict, or Report. ## From Messages 1. Open the chat with the user. 2. Select the three dots menu. 3. Choose Block, Restrict, or Report. ## Block or restrict When you choose Block or Restrict, you can either: - Block only or Restrict only - Block and Report or Restrict and Report If you choose Block and Report or Restrict and Report, you’ll be asked to select a report reason before submitting. ## Report a user When reporting, choose the category that best fits your concern, such as: - Spam - DMCA - Privacy & Safety - Sensitive or Disturbing Media - Impersonation - Something Else You can add extra details and supporting media if needed. ## Manage blocked and restricted accounts To review accounts you’ve already blocked or restricted: 1. Go to Settings. 2. Select Privacy & Safety. 3. Open Blocked & Restricted. From there, you can view blocked or restricted accounts and unblock or unrestrict users. --- ## Export and Download Your Account Data Source: https://help.passes.com/article/924bcc0b-export-and-download-your-account-data.md You can export key account data from your Passes settings. ## How to export your data 1. Go to Settings. 2. Select Account. 3. Open Account Management. 4. Select Export Data. 5. Download the ZIP archive when it is ready. Your export may include your profile, billing addresses, transactions, memberships, and payout history if available. This export does not include posts, messages, or media content. If you need help with a larger or more complete data request, contact support. --- ## Hacked account Source: https://help.passes.com/article/521b4ef0-hacked-account.md

If you think your Passes account was hacked or accessed without permission, contact Passes Support as soon as possible.

## What to do first ## If you are a creator

If you are a creator, also review your payout details, earnings activity, creator profile, paid content, memberships, and recent fan messages for anything you do not recognize.

## If you are a fan

If you are a fan, review your recent purchases, memberships, payment methods, messages, and account settings for anything you do not recognize.

## If you cannot access your account

If you are locked out or your login information was changed, contact Passes Support and include as much account information as you can so we can review your request.

## What to include ## Account recovery

Passes Support may ask for information to help verify account ownership before making changes to the account. This helps protect your account from unauthorized access.

If you also see unauthorized charges, see Fan payments: methods and billing.

--- ## Troubleshooting General App Issues Source: https://help.passes.com/article/a559b00d-troubleshooting-general-app-issues.md If the Passes app is freezing, crashing, not loading, failing to send messages, or notifications are not working, try these steps first. ## Basic troubleshooting 1. Force-close and reopen the Passes app. 2. Switch networks. Try Wi-Fi if you are on mobile data, or mobile data if you are on Wi-Fi. 3. Update the Passes app from the App Store or Google Play. 4. Update your device operating system if an update is available. 5. Restart your device. 6. If the issue continues, uninstall and reinstall the Passes app. ## Clear cache For Android: 1. Open your device Settings. 2. Go to Apps > Passes > Storage. 3. Select Clear Cache. For iOS: 1. Open Settings. 2. Go to General > iPhone Storage > Passes. 3. Select Offload App. 4. Reinstall Passes. ## Notification issues If notifications are not working: 1. Open your device Settings. 2. Go to Notifications. 3. Make sure notifications are enabled for Passes. 4. In Passes, check that the notification types you want are enabled. ## If the issue continues Please share: - Device model - Operating system version - Passes app version - Screenshot or screen recording of the issue - The steps that caused the issue - Any error message you see --- ## Create and monetize content Source: https://help.passes.com/article/37859c00-create-and-monetize-content.md # Create and monetize content

Creators can use Passes to share content, build fan relationships, and earn through memberships, paid messages, livestreams, calls, tips, shop items, and other paid experiences.

Available tools can depend on your account status, creator setup, device, plan, and feature access.

## Content you can upload

You can upload and share different types of content on Passes, including:

Videos can be up to 10GB. Upload length can vary based on file size, quality, and resolution.

## Before you publish

All content on Passes must follow the Passes Community Guidelines. Content may be reviewed before or after it is published.

Do not upload content that violates Passes rules, including prohibited adult content, hate speech, harassment, exploitation, illegal content, or content you do not have the right to share.

If content is reported or flagged, Passes may review it and take action if it violates platform rules.

## Create a post

Use posts to share updates, media, announcements, or paid content with your fans.

  1. Go to your creator account.
  2. Create a new post.
  3. Add text, photos, videos, audio, PDFs, or other supported media.
  4. Choose who can access the post, such as followers, members, or fans who purchase access.
  5. Set a price if the post is paid.
  6. Publish now or schedule the post for later.

Use clear titles, previews, and descriptions so fans understand what they are getting before they buy or subscribe.

### Create a Fundraiser post

You can create a Fundraiser from the new-post composer:

  1. Start a new post.
  2. Select Fundraiser.
  3. Enter your goal.
  4. Add or edit up to 4 suggested contribution amounts.
  5. Publish now or schedule the post.
**Fundraiser Posts** A Fundraiser post lets you add a goal and suggested contribution amounts to a post. To create one, start a new post and select Fundraiser from the post options. **What happens when the goal is reached?** Reaching your goal does not automatically stop contributions. The goal is a progress marker, not a cap. ## Use Vault to organize content

Vault helps you store, organize, reuse, and schedule creator content.

In Vault, you can:

You can upload up to 40 pieces of media at a time.

## Monetization options

There are several ways creators can earn on Passes.

### Memberships

Memberships let fans subscribe to your creator account for recurring access to benefits you define.

You can create membership tiers, add titles and descriptions, upload tier artwork, set prices, offer monthly, quarterly, or yearly billing, and decide whether to include free messages or subscriber limits.

Be clear about what each tier includes and how often fans should expect new content or benefits.

### Paid messages and Mass DMs

You can earn through direct fan interactions, including paid messages and Mass DMs.

Use messages to share premium content, answer fans, promote offers, or send targeted updates. If you use audience lists, you can segment fans based on actions like purchases, tips, likes, and other engagement.

### Paid posts and unlocked content

You can set content so fans need to purchase access before viewing it.

Make sure the post preview, description, and price are clear before publishing so fans know what they are buying.

### Livestreams

Livestreams can be free or paid. Depending on setup, you may be able to charge a one-time access fee or use pay-per-minute pricing.

Before going live, add a title, description, schedule, and pricing option. Promote the stream with posts or messages so fans know when to join.

### 1:1 calls

If available on your account, you can offer one-on-one calls as a paid fan experience.

Use clear descriptions and pricing so fans understand what they are booking or purchasing.

### Tips

Fans may be able to send tips to support you or react to your content.

Tips are separate from memberships unless the checkout or creator offer says otherwise.

### Shop items

You can use Shop to sell merchandise, digital content, custom requests, event tickets, personal items, or personalized shoutout-style offers.

When creating a Shop item, add a clear name, description, price, images, and fulfillment details before publishing.

## Schedule content

Scheduling helps you plan posts ahead of time and keep your fans engaged consistently.

Use scheduled posts for launches, announcements, membership drops, livestream promotion, and recurring content plans.

## Protect your content

Creators with eligible feature access can use content protection tools, including watermarking, DMCA support, and screenshot or screen recording prevention.

For screenshot protection, go to Settings, then Privacy & Safety, and check whether screenshot blocking technology is enabled for your account.

## Track performance

Use analytics to review how your content performs. You can track engagement, purchases, tips, fan actions, and other performance signals available in your account.

Use those insights to adjust pricing, posting cadence, membership benefits, and message strategy.

## If monetization is not available

If you cannot access monetization tools, check that your creator account setup is complete.

You may need to finish identity verification, payout setup, tax setup, creator review, or other required account steps before earning or receiving payouts.

If everything looks complete and you still cannot create paid content, escalate to human. Do not send passwords, verification codes, full payment details, ID photos, tax forms, or payout details through chat unless you are given an approved secure path.

--- ## Creator eligibility Source: https://help.passes.com/article/a82bbd92-creator-eligibility.md # Creator eligibility

Passes is built for creators who want to grow and earn from their audience. To become a Creator, you need to apply and complete the required review steps.

## Who can apply?

You may apply to become a Creator if you:

## What Passes reviews

Passes reviews Creator applications to help keep the platform safe, trusted, and high quality for creators and fans.

During review, Passes may look at details such as:

## Social media requirements

You must connect at least one of your most active social media accounts during the creator setup process.

Connecting more active social accounts can help Passes review your application faster and more accurately.

Your connected accounts should represent you or your creator brand clearly. If your social accounts are private, inactive, incomplete, or do not appear to match your identity, your application may take longer to review or may not be approved.

## Identity verification

Creator applicants must complete KYC identity verification. This may include submitting a valid government-issued ID and completing a live selfie check.

The information you provide must match your official documents. If your identity verification is incomplete, failed, or cannot be confirmed, your Creator application may not be approved.

## Age requirement

Creators must be 18 or older. If you are under 18, you are not eligible to become a Creator on Passes.

## Application review

After you complete the required creator application steps, Passes will review your application.

If approved, you’ll receive confirmation and can continue setting up your Creator account.

If your application is not approved, you may contact Passes Support if you believe there was a mistake or if you need help understanding what to do next.

## If you are not approved

Not every application is approved. Common reasons an application may not be approved include incomplete identity verification, inactive or unclear social accounts, content that does not follow Passes guidelines, or account activity that cannot be safely approved.

You can improve your application by making sure your profile is complete, your connected social accounts are active and public enough to review, and your content follows Passes’ rules.

--- ## Sign up as a creator Source: https://help.passes.com/article/cf57ce19-sign-up-as-a-creator.md

You can apply to become a Creator on Passes by creating an account and completing the creator application flow.

Creator applications include account setup, social account connection, phone verification, identity verification, payout setup, and review.

## Before you start

Make sure you:

## 1. Start creator signup
  1. Go to Passes.
  2. Select the option to sign up or apply as a Creator.
  3. Enter your email address and complete email verification if prompted.

If you already have a Passes account, sign in first and continue the creator application flow from your account.

## 2. Enter your basic account details

Add your required account information, including your username, display name, and birthday.

Your birthday cannot be changed later, so enter it carefully. Creators must be 18 or older.

You may also need to agree to the Creator Terms of Service before continuing.

## 3. Connect your social media accounts

Connect at least one active social media account that represents you or your creator brand.

Connected accounts help Passes review your application. After you are verified, connected accounts may be displayed on your public profile, except for Discord.

For the smoothest review, use social accounts that are active, accurate, and clearly connected to you or your creator brand.

## 4. Verify your phone number

Add your phone number and complete the verification code step if prompted.

Phone verification helps Passes keep your account secure and notify you about important creator activity, such as fan messages and earnings.

## 5. Complete identity verification

Follow the on-screen identity verification prompts. You may need to submit a valid government-issued ID and complete a live selfie check.

Make sure your ID is clear, unexpired, and matches the information on your account. Blurry, cropped, expired, or mismatched documents can delay or prevent approval.

## 6. Add payout information

You may be asked to add payout information as part of creator setup.

Payout availability can depend on your account status, identity verification, tax setup, payout method, country, and provider support.

## 7. Submit your application

After you complete the required steps, your application will be reviewed.

If your application is approved, you’ll receive confirmation and can continue setting up your Creator account.

If your application is still under review, wait for the review to finish before submitting another request.

## If you cannot finish signup

If you get stuck during creator signup, check that your account details are complete, your social accounts are connected, your phone number is verified if required, and your identity verification was submitted successfully.

If you still cannot continue, contact a human for help. Do not send passwords, verification codes, full payment details, ID photos, selfies, or other sensitive documents through chat unless you are given an approved secure path.

--- ## Complete KYC verification Source: https://help.passes.com/article/c174cfd2-complete-kyc-verification.md

To unlock Creator features on Passes, you may need to complete identity verification, also known as KYC or Know Your Customer verification.

KYC helps Passes confirm who is using the platform, protect creators and fans, and support account and payout safety.

## Before you start

Have these ready:

## 1. Start the creator verification flow
  1. Go to Passes and sign in to your account.
  2. Select Become a Creator or continue the creator application flow if you already started it.
  3. Complete the required account setup steps shown on-screen.
## 2. Complete your basic information

Enter your information carefully, including your username, display name, birthday, and any other required fields.

Make sure the information you provide matches your official documents. Small errors can slow down verification or cause your submission to fail.

## 3. Connect your social media accounts

Connect the social media accounts tied to your content. These accounts may need to be public so they can be reviewed.

Once verified, connected accounts may be displayed on your public profile, except for Discord.

## 4. Verify your phone number

Add your phone number and complete the verification step if prompted.

## 5. Complete identity verification

Follow the on-screen prompts to submit your government-issued ID and complete the required selfie check.

For your ID:

For your selfie:

## 6. Accept the required terms

Complete any required terms or agreement step shown in the creator application flow.

## 7. Wait for verification review

After you submit your verification, Passes will review it. Verification is typically completed within 72 hours.

If your verification is still under review, wait for the review to finish before submitting another request.

## If verification fails or is canceled

If the verification process is canceled, use the retry option in the verification flow.

Each verification step allows up to 4 attempts to retry your Government ID and up to 4 attempts to retry your selfie. If your verification keeps failing, please stop retrying and contact Passes Support for help. Repeated failed attempts may trigger additional security review or limits.

For security, only submit ID documents through the official verification flow. Do not send your password, verification codes, ID photos, selfies, or sensitive documents through chat or email unless Passes Support gives you an approved secure path.

## Age requirement

Individuals under 18 are not eligible to apply as a Creator on Passes.

--- ## Set up creator profile Source: https://help.passes.com/article/0b71576b-set-up-creator-profile.md Your profile is your home base on Passes. It’s where fans find you, explore your content, and connect with what you offer. ## Set up your creator profile ### Profile details Fill out your profile so fans know what to expect from you: - Profile picture: Add an image that represents you or your brand. - Banner picture: Add a banner that makes your profile feel complete. - Bio: Write a clear description of what fans can expect from your content. - Social links: Connect your other platforms so fans can find you elsewhere. ### Username, display name, or country changes For security reasons, creators cannot update their username or display name themselves. If you try to update your username or display name, you may see one of these messages: - “To update your username, please contact support.” - “To update your display name, please contact support.” To request a username, display name, or country change, contact support at help@passes.com. ## Privacy settings You can update your privacy settings anytime. To update your privacy settings: 1. Open Settings. 2. Select Privacy & Safety. 3. Choose the setting you want to update. 4. Follow the on-screen prompts. ## Profile actions Use the action menu on your profile header to manage profile options. From the three-dot button, you may see options such as: - Edit Profile - Go Live - Reorder Tabs - Copy Link to Profile Available options may depend on your account, device, and creator status. ## Featured Friends Featured Friends appears in its own tab. Open Edit Featured Friends to add, remove, or rearrange featured friends on your profile. ## Group Chats Join Group Chat appears from your profile area when group chats are available. Use the group chat tab to view and arrange group chats connected to your profile. ## Managing your account ### Manage Devices Go to Manage Devices to view device activity and log out of devices connected to your account. Logout from all devices may take up to 20 minutes to complete. ### Login Activity Use Login Activity to review recent sign-ins, including estimated location, date and time, and device or browser. Locations are IP-based estimates. Login Activity shows past sign-ins, not every currently active session. --- ## Creator Analytics Dashboard Source: https://help.passes.com/article/2718a78a-creator-analytics-dashboard.md

The Creator Analytics Dashboard gives you a clear look at your performance, content success, and fan engagement, so you can better understand what is helping you grow your earnings and connect with your audience.

## Key performance metrics

Use the date filter to track performance over a selected time period, including:

## Mass DM optimization

Use Mass DM performance insights to get more out of the messages you send:

## Media performance

See which media your fans are engaging with most, including:

## Creator onboarding

If you’re just getting started, you’ll see a guided carousel that walks you through key setup steps. It disappears once you complete them.

## Actions needed

This section flags items that may need your attention, including:

## Tracking links for social platform performance

You can track how each social platform performs using Tracking Links.

  1. Go to Settings > Tracking Links.
  2. Copy the unique link for the platform you want to track, such as Spotify, Instagram, X/Twitter, or TikTok.
  3. Share that link in your bio, posts, or other content on that platform.

Once fans interact with that link, you can track:

Using platform-specific tracking links can help you understand which social channels are driving the most engagement and revenue.

--- ## Screenshot Protection (Creators+) Source: https://help.passes.com/article/eda85909-screenshot-protection-creators.md ## Who can use screenshot protection This feature is available to **creators** subscribed to **Creators+**. Here's how to confirm it's active. ## How to verify screenshot protection is enabled 1. Go to **Settings**. 2. Navigate to **Privacy & Safety** > **Screenshot Blocking Technology**. 3. Make sure **Anti-Screenshotting Technology** is toggled **on** and the **Status** shows **On**. 4. Click **Save**. That's it - you're protected. --- ## Report a DMCA Source: https://help.passes.com/article/e44a2803-report-a-dmca.md DMCA takedown requests are available to creators with an active Creators+ subscription. If you find your content posted somewhere without permission, you can submit the links through the Protection page in Passes. Paste each link on its own line so the team can review them. If you do not have Creators+, upgrade from Settings > Account > Creators+. ## How to submit a DMCA request 1. Log in to passes.com. 2. Go to Protection from the navigation menu. 3. Paste each unauthorized content link on a separate line. 4. Select Submit. After you submit the links, the team will review the request and work with takedown partners where applicable. If more information is needed, the team will follow up. ## If you cannot submit Make sure: - You are logged in to your creator account. - Your account has an active Creators+ subscription. - Each link is entered on its own line. - Each link is a valid URL. If you are already chatting with support, share the links there instead of submitting a separate request. --- ## Report inappropriate behavior Source: https://help.passes.com/article/4423fbc4-report-inappropriate-behavior.md # Report inappropriate behavior You can block, restrict, or report another user from their profile or from Messages. ## From a user's profile 1. Go to the user's profile. 2. Select the three dots menu. 3. Choose Block, Restrict, or Report. ## From Messages 1. Open the chat with the user. 2. Select the three dots menu. 3. Choose Block, Restrict, or Report. ## Block or restrict When you choose Block or Restrict, you can either: - Block only or Restrict only - Block and Report or Restrict and Report If you choose Block and Report or Restrict and Report, you’ll be asked to select a report reason before submitting. ## What block and restrict mean Block: The user can’t access your profile or send you messages. Restrict: The user can’t send you direct messages or post publicly on your profile, but they may still be able to view your profile. ## FAQ Can I block or restrict someone without reporting them? Yes. You can choose Block only or Restrict only. Does reporting someone automatically block them? No. After reporting, you can also choose whether to block or restrict the user. --- ## Creators+ Plan Source: https://help.passes.com/article/8cd9e3ec-creators-plan.md Creators+ gives creators access to advanced tools on Passes built to help grow, protect, and monetize their fanbase. ## How to switch from Creators+ to Starter All creators start on Creators+ by default. If you want to switch to Starter: 1. Go to Settings > Account. 2. Select Creators+. 3. Select Downgrade to move to the Starter plan. ## Important things to know - Passes takes a 20% cut of your earnings on Creators+. - If you downgrade to Starter, you cannot upgrade back to Creators+ for 30 days. ## What's included in Creators+ Creators+ includes: - Advanced analytics and AI insights: access advanced analytics with custom table sorting, filtering, and visibility controls. - Smart Blocking and Flagged Names: automatically block repeat problem fans and manage flagged names. - SMS notifications and read receipts: receive SMS activity alerts and see when messages have been read. - Content protection: protect content with DMCA takedowns, watermarking, and screenshot/screen recording prevention. - Mass DM variables: personalize mass messages with variables like fan name and nickname. - Fan info in DMs: view fan details, purchase history, notes, and subscription info directly in chats. - Auto Notes: generate AI-powered summaries and key insights from fan conversations. - Multiple discounts and free trials: run multiple discounts and free trial offers at the same time. - Suspicious fan detection and non-follower messaging: identify suspicious fans and message users who do not follow you. - Smart Scheduler and Pricing: schedule content for optimal times and set pricing within custom ranges. Need more help? Visit: https://www.passes.com/help --- ## Using Creator AI Tools Source: https://help.passes.com/article/24deef99-using-creator-ai-tools.md ## Manage AI Chat Creator AI Chat lets eligible Passes Premium fans chat with an AI version of you. These conversations are separate from your regular DMs. ### Turn AI Chat on or off 1. Go to **Settings → Messaging → AI Chat**. 2. Turn **Enable AI Chat** on or off. 3. Select **Save**. Turning it off prevents fans from starting new AI conversations or sending further messages through AI Chat. It does **not** disable **Ask About the Fan** or **Passes AI Assistant**. ### What your AI can offer Your AI can offer **existing Vault photos or videos** when a fan requests them or clearly expresses interest. It can send a **locked offer** without your approval of each individual offer. The fan chooses whether to purchase it. This feature retrieves **existing media**. It doesn’t create new custom photos or videos. Prices are calculated automatically and aren’t negotiable through AI Chat. ### Conversations and earnings AI Chat conversations aren’t available to review in your creator inbox. Paid unlocks through AI Chat contribute to your **Messages/DM earnings**. There is **no separate AI Chat earnings breakdown**, and individual AI-generated offers do not appear in the standard **Messages Analytics** table. ## Use Ask About the Fan Ask About the Fan helps you review an individual fan’s conversation history, notes, spending, and memberships. You can ask questions like: **“What should I follow up on?”** No separate activation is needed for Creator Plus accounts. 1. Open a fan’s conversation in **Messages**. 2. Open **Fan Details**. 3. Select **Ask About the Fan**. 4. Type a question or choose a suggested prompt. To stop using it, leave the tab or close the panel. AI answers can be inaccurate, so check the original conversation before relying on a summary or suggested follow-up. ## Use Passes AI Assistant Passes AI Assistant helps Creator Plus accounts prepare **posts**, **mass messages**, and **automated message flows**, including scheduling. It is separate from **Creator AI Chat**, **Ask About the Fan**, and customer support. ### Open the Assistant #### Desktop 1. Select **Create (+) → Scheduler with AI → Start creating**. You can also select the **floating sparkle button** at the bottom-right of your creator **Dashboard**. #### Mobile 1. Tap **Create (+) → Scheduler with AI → Start creating**. The Assistant opens in a full-screen chat on mobile. Mobile does **not** have a floating Assistant button. #### Desktop and mobile 1. Open Messages and select All. 2. Select AI Assistant, pinned above your conversations. This entry is available with Creators+. Clear any search or other filters if it isn’t visible. ### Attach media 1. Select the **upload/cloud icon** beside the message box to choose files from your device, or the **stacked-layers icon** to select existing Vault items. 2. Review the attachments. Select **×** to remove an unwanted attachment before sending. 3. Enter your request, then select the **send arrow**. On desktop, you can also drag files into the chat. Wait for the Assistant to finish responding before adding more media. Files selected from your device upload and save to your **Vault** when you select **Send**, not when you select them. Attaching media does **not** itself publish a post or send a message to fans. Images can show picture previews. Videos, audio, and PDFs can show file-type icons instead—this does **not** mean the upload failed. ### Supported uploads on web - **Images:** JPG, JPEG, PNG, TIFF — up to **100 MB** each. - **GIF and WebP:** Up to **100 MB** each. - **Videos:** MP4, MOV, MPG — up to **10 GB** each. - **Audio:** M4A, MP3, OGG, WAV, FLAC — up to **150 MB** each. - **PDFs:** Up to **100 MB** each. You can attach up to **40 items per message**. Convert **HEIC** photos to **JPG** or **PNG** before uploading. Large-file upload limits can differ in the mobile app. ### Review and confirm a proposal Describe what you want to prepare—for example, **“Prepare a post for tomorrow.”** The Assistant may ask for more details before showing a proposal. Informational questions may receive a text answer without a proposal. Before confirming, check the **audience, media, price, and timing**. Preparing a proposal does **not** publish or send it—your confirmation is required. After confirming, check the relevant **Posts**, **Mass Messages**, or **Scheduler** list to verify the result. If the outcome is unclear, check for an existing item before approving again or recreating the request. ## Troubleshoot the AI Assistant ### The Assistant is missing Confirm that your account has Creators+. In Messages, select All and clear any search or other filters. You can also open it through Create (+) → Scheduler with AI → Start creating. Contact Support if neither option appears. ### A file will not attach or upload Check its format, size, and the **40-attachment limit**. On desktop, try the **upload/cloud button** if drag-and-drop does not work. Wait until the Assistant finishes responding before trying again. After selecting **Send**, check your **Vault**. If the file is already there, select the existing Vault item instead of uploading another copy. ### A proposal is missing Check whether the Assistant is waiting for an answer to a clarifying question or whether your request was informational. If you expected a proposal and the response has finished, capture the prompt, response, and any error before refreshing or reopening the Assistant. ### A confirmed action or scheduled item is missing Check the proposal’s status and the relevant list or scheduler. Do **not** repeatedly approve or recreate an action whose outcome is unclear. ### Contact Support Include your **device**, **browser or app version**, **approximate time**, and a **screenshot** of the issue. For upload problems, also include the **file format**, **approximate size**, **number of attachments**, and whether you used the **upload button**, **drag-and-drop**, or **Vault**. --- ## Connect Discord to memberships Source: https://help.passes.com/article/0f93bbc8-connect-discord-to-memberships.md Connect your Discord server to Passes and automatically give fans access to the right Discord roles based on their memberships. ## How to connect Discord to Passes 1. In the navigation bar, click **Integrations**. 2. Click **Add Integration**. 3. Select **Discord**. 4. Give your integration a clear name (e.g., 'VIP Discord Access') - especially helpful if you plan to set up more than one. 5. Click **Connect your Discord**. 6. Log into the Discord account that manages your server. **Before you start:** You'll need an existing Discord server. Create one first if you haven't already. ## Set up the Passes Bot in Discord After connecting your server, you'll see instructions to get the Passes Bot configured. 1. Open your Discord server. 2. Click the server name (top-left) > **Server Settings**. 3. Go to **Roles**. 4. Drag the **Passes Bot** role above any roles you want linked to memberships - this is critical for everything to work. 5. Head back to Passes and click **Refresh Roles**. ## Attach memberships to Discord roles 1. In Passes, click **Attach Membership** under your Discord integration. 2. Choose which memberships should grant Discord access. 3. Assign a Discord role to each membership. **Heads up:** If you add new roles in Discord later, make sure the Passes Bot is still positioned above them, then hit **Refresh Roles** in Passes to sync everything. You can edit, disconnect, or remove your Discord integration anytime under **Creator Tools** > **Integrations**. ## FAQ ### Do I need a Discord server first? Yes - create your Discord server before setting up the integration in Passes. ### I don't see my Discord server. What should I do? Double-check that you're logged into the correct Discord account and that you have admin permissions on the server. ### How do I move the Passes Bot role? In Discord, go to **Server Settings** > **Roles**, then drag the Passes Bot role above the others. ### What if I add or change roles in Discord? Make sure the Passes Bot role stays above any new roles, then click **Refresh Roles** in Passes to update the connection. --- ## Livestreaming Setup & Management Guide Source: https://help.passes.com/article/b580c00a-livestreaming-setup-management-guide.md ## What is livestreaming? Creators can start a live broadcast on Passes and monetize it through tips, pay-to-view access, or pay-per-minute viewing. ## Feature highlights - The Live Now section on the Explore page showcases creators who are currently live. - For the best streaming experience, use desktop with OBS. - Webcam streaming is also available. ## How to start a livestream You can navigate to livestreaming by: - Going to Creator Tools > Livestreaming. - Going to your profile and selecting Go Live under your bio. ## Customize livestream access and pricing Choose whether your livestream is free or paid. Payment options include: - Pay to View: fans pay once to unlock the livestream. - Pay Per Minute: fans are charged by the minute while watching. You can also: - Set pricing by membership tier. - Grant free access to specific lists. - Allow non-membership holders to purchase access, potentially at a different price. ## OBS setup OBS is recommended for the best streaming quality. To stream with OBS: 1. Use a stable network. 2. In OBS, manually enter the server link from Passes, listed as Ingestion Endpoint / Server. 3. In OBS, manually enter the Stream Key from Passes, listed as Streaming Key. 4. Start your broadcast in OBS. 5. Select Go Live on the Passes page to start your livestream. ## Webcam streaming You can also go live through webcam streaming. Latency options include: - Low Latency: about a 5-second delay. - Normal Latency: about a 30-second delay and may improve stream quality if you are experiencing issues. ## Manage your livestream Your livestream dashboard shows: - Chat activity - Viewer count - Total tips - Streaming duration You can also copy your livestream link from the dashboard to share externally. ## After your livestream After ending your livestream, a recording automatically appears in your Vault so you can reuse or share it later. --- ## OBS Setup for Live Streaming Source: https://help.passes.com/article/f64e6d03-obs-setup-for-live-streaming.md # OBS setup for live streaming ## What is OBS? OBS is free, open-source software for video recording and live streaming. You can use it to stream on Passes from sources like your webcam, screen capture, or other media inputs. ## Download and install OBS 1. Go to https://obsproject.com 2. Download the version for your operating system: Windows, Mac, or Linux. 3. Follow the installation steps shown by OBS. ## Set up OBS for Passes 1. Open OBS. 2. Select Settings. 3. Go to the Stream tab. 4. Under Service, select Custom. 5. Copy your Ingestion Endpoint / Server from the Passes livestream page and paste it into the Server field in OBS. 6. Copy your Streaming Key from Passes and paste it into the Stream Key field in OBS. Keep your Streaming Key private. Do not share it with anyone. ## Find your Passes streaming details 1. Go to Creator Tools > Livestreaming. 2. Open the Streaming Software section. 3. Copy the Ingestion Endpoint / Server. 4. Copy the Streaming Key. ## Set up scenes and sources in OBS OBS uses scenes and sources: - Scenes are layouts you can switch between, like an intro screen or webcam-only view. - Sources are the individual inputs inside a scene, like a webcam, screen capture, browser source, or text. - Audio Mixer controls your microphone and desktop audio. - Scene Transitions control how scenes switch. - Controls let you start or stop streaming and access settings. To add a scene, right-click under Scenes and select Add, or use the + button. To add a source, select the + button under Sources. Common sources include: - Video Capture Device for webcams - Browser Source for web pages - Text for on-screen text ## Audio setup 1. Go to Settings > Audio. 2. Select your microphone and desktop audio devices. 3. Use headphones while streaming to help avoid feedback or echo. ## Start your livestream 1. Go to Creator Tools > Livestreaming on Passes. 2. Set your livestream title, description, access, and pricing. 3. Make sure your video source is set to Streaming Software. 4. In OBS, select Start Streaming. 5. On Passes, select Go Live. ## End your livestream When you are finished: 1. Select Stop Streaming in OBS. 2. Select End Live on Passes. --- ## Start Livestream Source: https://help.passes.com/article/a144e757-start-livestream.md Creators can start a livestream from the navigation bar or from mobile. ## Set up a livestream 1. From the navigation bar, select Start Livestream below Creator Tools. 2. Allow camera and microphone access. 3. Set up your Livestream Access by adding your title, description, date, and time. 4. Choose your pricing: free, pay-per-minute, or a one-time fee. ## Spread the word Use mass messages or posts to let your fans know a stream is coming. ## Go live on mobile On mobile, you can start a livestream by: - Tapping the + icon in the bottom navigation bar. - Selecting Start Livestream below Edit Profile on your profile page. - Selecting Start Livestream from the full navigation menu. ## Mobile stream setup 1. Tap the pencil icon to edit your title, description, and paid/free option. 2. Tap Save. 3. Select Low Latency, which is recommended. ## Mobile livestream features The Action Panel is your central settings hub. From there, you can: - Open Chat to view comments and tips in real time. - Use Livestream Setup to adjust settings while live. - Use Input Devices to manage your camera and mic. - Use Latency Settings to update latency preferences. ## While you're live While live, you can: - Monitor stream status, uptime, and viewer count at the top of your screen. - Check chat status. A green dot and "Connected to Chat" in the bottom left confirms chat is active. - Tap End Live when you're done. --- ## Create and manage memberships Source: https://help.passes.com/article/68353999-create-and-manage-memberships.md Creators can create memberships to give fans recurring access to exclusive content, messaging benefits, and other perks. ## Create a membership 1. Go to Creator Tools. 2. Select Manage Memberships. 3. Select Create Membership. 4. Choose a membership template or customize your own membership. 5. Add the membership title, media, and description. 6. Set the price. 7. Choose the membership type: - Subscription - Lifetime 8. Set the number of free messages included, if any. 9. Set a limited number of memberships, or choose Unlimited. 10. Choose whether the membership should be Live or Hidden. 11. Save your membership. ## Subscription plan options For subscription memberships, fans can choose from monthly, quarterly, or annual plans when those options are available. Creators can offer discounts for quarterly and annual subscription plans. ## Membership limits You can limit how many fans can purchase a membership, or make the membership unlimited. If a limited membership has available spots again, fans can purchase those spots without you needing to manually add more. ## Keep subscribers engaged To build stronger memberships: - Write clear descriptions so fans know what they get. - Post consistently. - Reply to messages and engage with fan feedback. - Adjust your offerings based on what fans respond to. --- ## Retain Members with Discounts and Pausing Source: https://help.passes.com/article/ba0e0170-retain-members-with-discounts-and-pausing.md Creators can create retention discounts that are shown to fans when they try to cancel an eligible membership. Fans may also be offered the option to pause instead of canceling. ## Create a retention discount 1. Go to Discounts & Trials. 2. Select Add Discount or Free Trial. 3. Choose the membership. 4. Select Fans Canceling (Retention). 5. Set the discount percentage. 6. Choose how long the discount lasts. 7. Set how many people can use it. 8. Set an expiration date, or choose Retention Discount does not expire. Retention discounts are shown to fans during cancellation and can only be redeemed by a fan once every 6 months. Retention discounts are not available for lifetime memberships. ## What fans see when canceling When a fan cancels a recurring membership: 1. They go to Membership. 2. They select the membership and choose Cancel Subscription. 3. They complete the feedback step. 4. They confirm they want to cancel. 5. If a retention discount is available, they can accept the discount or continue canceling. 6. Before final cancellation, they may be offered Pause Membership. Pause options include 1 month, 3 months, or 6 months. If paused, the membership pauses starting from the next billing cycle and resumes automatically after the selected pause period. Fans can resume earlier from the membership page. ## Share discount and free trial links For regular discounts and free trials, creators can share a direct link: 1. Go to Discounts & Trials. 2. Open the discount or free trial. 3. Select Share Direct Link. 4. Copy the URL and share it with fans. When fans open a valid direct discount link, they’re taken to checkout with the discount applied. Direct links are available for membership and shop item discounts/free trials when supported. Retention discounts are shown during cancellation, not shared as direct links. --- ## Build audiences for Mass DMs Source: https://help.passes.com/article/8444c430-build-audiences-for-mass-dms.md Creators can use Lists to organize fans into audience groups and message the right people from Analytics. ## Add fans to a list from Analytics 1. Go to Analytics. 2. Open Posts. 3. In the post’s options menu, select Add to list. 4. Choose which fans to add: Buyers, Tipped, and/or Liked. 5. Choose an existing list, or select New List to create one. 6. Select Add to List to save the audience, or Add and Send DM to save the audience and start a Mass DM. ## Tips for using lists Use clear list names so you can find the right audience later. Segment fans by behavior, such as buyers, tippers, or fans who liked a post. Review your lists regularly as your Analytics change. --- ## DMs: Mass, Welcome, & 1:1 Source: https://help.passes.com/article/ea584eba-dms-mass-welcome-11.md Creators can use Messages to send mass messages, manage 1:1 conversations, and connect with fans directly. ## Send a mass message 1. Go to Messages, or select + Create in the bottom corner of the page next to your avatar. 2. Select Mass Message. 3. Choose who should receive the message. - Include or exclude memberships, lists, and expired memberships. - Look for the hourglass icon for expired memberships. - Use the search bar to find specific lists or memberships. 4. Compose your message in the edit field. 5. Add media by selecting Upload Media or Add from Vault. 6. Add personalization variables if needed. - Select @TemplateName or @DisplayName and use the edit icon. - Or type @ and choose from the dropdown list. 7. Adjust Advanced Settings if needed. - Auto Delete is on by default at 38 hours. - Skip Recent Chats is on by default at 30 minutes. - Schedule Send and Expire options are also available. 8. Send your message. ## Target fans based on post activity To message fans based on post activity: 1. Go to Analytics > Posts. 2. Select Add to list. 3. Choose fans who bought, tipped, or liked the post. 4. Use that list when selecting recipients for your mass message. ## Mass messages vs. group chats A group chat is built for fan-to-fan interaction in a shared space. A mass message lets you reach multiple fans at once, but each message lands as a personal 1:1 DM. It is not a group thread. ## What you can do in 1:1 DMs In 1:1 DMs, creators can: - Personalize messages with variable names. - Send videos, images, or audio. - Track how fans engage with and respond to messages. - Reuse past messages as templates. To control whether fans can send rich media, go to Settings > Messaging > Creator Message Settings > Allow message media from fans. ## DM notification counts and inbox filters Your DM notification count reflects unread activity in Messages. This can include unread messages and unread reactions, so the count is not limited to chats that are unanswered or unread. If you are checking your inbox with filters, use one filter at a time. Selecting multiple filters at once, such as Unanswered and Unread, narrows the results and may hide chats that would appear under either filter individually. To check results clearly: 1. Open Messages. 2. Select Unanswered only and review the results. 3. Clear the filter. 4. Select Unread only and review the results. ## Automated welcome messages For automated welcome messages, see Set up Automated Messages. --- ## Set up Automated Messages Source: https://help.passes.com/article/6fc1739d-set-up-automated-messages.md # Set Up Automated Messages ## Overview

Automated Messages let creators build trigger-based message sequences that automatically reach fans after specific actions.

Creators can use automations for flows like welcoming new followers, following up after purchases, replying to keyword messages, and building richer fan segments with conditions and delays.

## Create an automation
  1. Go to Creator Tools > Automated Messages.
  2. Select New Automation.
  3. Choose Build from Scratch or select a template.
  4. Add a Fan Action trigger.
  5. Add Condition and/or Auto Message steps.
  6. Set any delays between steps.
  7. Review the automation and enable it when ready.
## Available fan action triggers ## Using conditions

Conditions help creators decide which fans continue through an automation.

Available condition types include membership status, purchased content, time followed, number of purchases, highest purchase, total spent, average spent, and recent messaging activity.

Creators can combine conditions using and/or logic and add condition groups for more detailed targeting.

## Automation limits ## FAQ ### What happened to Welcome Messages?

Welcome Messages are deprecated. To create or update a welcome flow, use Automated Messages with the Manually Follows You trigger.

### Can I use templates?

Yes. Creators can build from scratch or choose from available templates.

### Can I add delays between messages?

Yes. Creators can set delays before condition or Auto Message steps.

### Can I exclude fans who recently messaged me?

Yes. Use the recent messaging activity condition to skip fans who have messaged within the selected time window.

### What happens if multiple automations match the same fan action?

Each matching enabled automation can run. If duplicate automations are set up with the same trigger and conditions, fans may receive duplicate messages.

### Where can I see analytics for automated messages?

Automated messages are tracked in message analytics. In the message analytics view, automated messages can be opened back to the related automation.

--- ## Smart Pricing for Mass Messaging Source: https://help.passes.com/article/3f600e74-smart-pricing-for-mass-messaging.md ## What is Smart Pricing?

Smart Pricing helps you set unique prices for individual fans within a selected price range when sending paid mass messages. This personalization can help make pricing feel more relevant to each fan and may increase the chance of purchase.

## How to enable Smart Pricing in mass messages
  1. Go to Mass Message.
  2. Toggle on Pay to View.
  3. Check the box next to Smart Pricing.
## Set your price range

To use Smart Pricing, you’ll need to choose a minimum and maximum price.

### Recommended price ranges

Avoid using price ranges that are too wide. Consider ranges like:

Tip: Since it’s usually easier to lower prices than raise them, choose a minimum price you’re comfortable with.

## Scheduling mass messages with Smart Pricing

Scheduling mass messages that use Smart Pricing is not available right now, but this feature is planned for the future.

## Monitor price distribution and performance

After sending a mass message with Smart Pricing, you can review its performance in analytics.

  1. Go to Creator Tools > Analytics.
  2. Find the mass message sent with Smart Pricing.
  3. Click More Info.
  4. Click Statistics.

You’ll be able to see the distribution of prices sent and the most common purchase price. Use this information to help adjust your pricing strategy for future messages.

--- ## Sell items in your Shop Source: https://help.passes.com/article/89abafaa-sell-items-in-your-shop.md Creators can sell merch, digital products, custom requests, event tickets, and personal items from the Shop. ## Add a new Shop item 1. Go to Shop in your creator profile dashboard. 2. Select Add Product. 3. Choose the type of item you want to add. 4. Fill in the product details: - Add a name and description - Set the price - Add any discounts, if available - Upload product images 5. Select Publish. Once published, the item is live in your Shop and available for fans to buy. ## Sell shoutouts or personalized requests 1. Go to Shop in your creator profile dashboard. 2. Select Add Product. 3. Choose Offer custom requests or Sell digital content, depending on what you want to offer. 4. Clearly describe what fans will receive, such as a personalized video message. 5. Set your price. 6. Select Publish. 7. Promote the listing through posts or mass messages. Fulfill each order by delivering the personalized message or content as promised. ## Other things you can sell You can also sell: - Event tickets - Personal items - Digital content - Custom requests ## Archive a Shop item Archiving a Shop item hides it from fans and makes it unavailable for future purchases. If an order was placed before the item was archived, the existing order is not automatically canceled. It should continue through the normal fulfillment process. To make the item available again, use Relist Item. ## Cancel an order Merch order - If your order is a merch, cancellation is not guaranteed. - If you want it canceled, we can take a look at it for you, but you should not expect automatic or self-service cancellation. Standard orders (digital, personal items, etc.) 1. Go to your Orders 2. Locate the pending order you want to cancel 3. Click the option to Decline or Cancel the order. 4. Once you decline or cancel it, our system will automatically trigger a full refund back to the fan's original payment method. --- ## Organize Vault Source: https://help.passes.com/article/c0ecefe7-organize-vault.md Vault helps creators upload, organize, schedule, and review content from one place. ## How to use Vault 1. Go to Creator Tools on your dashboard. 2. Select Vault. 3. Select Add Content to upload media. - Supported media types include videos, photos, audio, PDFs, and GIFs. - You can upload up to 40 pieces of media at a time. - Videos cannot exceed 10GB. 4. Assign uploads to categories as you add them. 5. Create categories to group similar content together. 6. Add tags so content is easier to search and find later. 7. Use Scheduler to plan posts in advance. 8. Review analytics for each piece of content to track engagement. 9. Use Vault as a backup so your content stays organized and within reach. ## Why Vault matters Vault can help with: - Content management: keep large volumes of content organized and searchable. - Analytics: review engagement by content. - Time management: schedule posts ahead of time. - Security: keep your media stored in one organized place. --- ## Chargebacks for creators Source: https://help.passes.com/article/d6d4eaf9-chargebacks-for-creators.md

A chargeback happens when a fan disputes a payment through their bank or card provider. When this happens, the payment may be reversed while the dispute is reviewed.

## How chargebacks affect creators

If a fan files a chargeback on a purchase from you, the disputed amount may be deducted from your creator balance or future earnings. This can apply to memberships, messages, content purchases, tips, or other paid transactions.

## Why chargebacks happen

Common reasons include:

## Can chargebacks be reversed?

Chargebacks are handled by the fan’s bank or payment provider. Passes may review available transaction details, but the final decision is made through the payment dispute process.

## How to reduce chargebacks ## Refund deductions Refund deductions are separate from chargebacks. In some cases, Passes Support may approve a fan refund that results in funds being deducted from a creator’s earnings. This can happen when the refund is related to the creator’s content, order, service, or fulfillment. Creators can review refund deduction activity in Settings > Payment > Refunds. If you have questions about a refund deduction, check the refund details for the amount, date, and reason shown. Refund deductions are different from chargebacks: - Chargebacks happen when a fan disputes a payment through their bank or payment provider. - Refund deductions happen when Passes Support processes a refund and the refunded amount is deducted from creator earnings. ## If you believe this is incorrect

If you think a chargeback was filed by mistake or need help understanding a deduction, contact Passes Support with the transaction details, fan username if available, and any relevant context.

For more information about creator payments, see Passes Help.

--- ## Set up and manage payouts Source: https://help.passes.com/article/9a17babd-set-up-and-manage-payouts.md # Set up and manage payouts

Creators can set up a payout method to receive eligible earnings from Passes. You can add or update your payout method, request a one-time payout, or set up scheduled payouts from your account settings.

## Before you start

Make sure your creator account is fully set up before requesting a payout. Payouts may not be available if required account, identity, tax, or payout setup steps are incomplete.

## 1. Add a payout method
  1. Go to Settings from your Passes dashboard.
  2. Select Payment.
  3. Select Payout method.
  4. Add your preferred payout option.

You may be able to add:

## 2. Choose how you want to get paid

Passes supports different payout options depending on your account eligibility and payout availability.

To set up scheduled payouts, go to Earnings > Schedule Regular Payouts.

When setting up scheduled payouts, you can choose:

Scheduled payout batches run weekly at 5pm PT.

If you do not see scheduled payouts or one of these payout options, your account may not be eligible yet or you may need to complete payout setup first.

## 3. Review instant payout timing and fees

If instant payouts are available on your account, the timing and fee options are:

If you do not see instant payouts or cannot enable them, contact Passes Support for help.

## 4. Check your payout balance and minimum amount

You need at least $50 in eligible earnings to process a payout.

Your available payout balance may be different from your total revenue if some earnings are still pending, under review, affected by chargebacks, or not yet eligible for payout.

## 5. Manage your default payout method

Your payout settings show the default payout method currently connected to your account. You can manage or update your payout method from the payout settings page.

If you add a new bank account, it may become your default payout method. Review your payout method before requesting a payout to make sure funds are sent to the correct destination.

## 6. Review payout history

Your payout history shows previous payout activity, including the payout date, amount, destination, payout method, and status.

Use payout history to confirm whether a payout was requested, completed, failed, or is still processing.

## 7. Know when earnings update

Revenue data refreshes daily at 0:00 AM UTC. If your revenue or available balance changed, check again after the daily refresh.

## Supported payout regions

Payouts are available in the US, Canada, UK, Australia, and many European countries. Availability can vary by payout method, country, and provider support.

## If your payout is delayed, failed, or blocked

If your payout is delayed, failed, unavailable, or blocked, contact Passes Support. Include a short description of what you see in your payout settings or payout history.

For security, do not send full bank details, passwords, verification codes, tax IDs, or sensitive identity documents through chat or email unless Passes Support gives you an approved secure path.

--- ## Tax Forms for $600+ Earnings (W-9 vs. W-8BEN) Source: https://help.passes.com/article/f64c8c9f-tax-forms-for-600-earnings-w-9-vs-w-8ben.md Creators who earn $600 or more through Passes may be required to submit a tax form. The form you complete depends on whether you are a U.S. creator or a non-U.S. creator. ## W-9 form for U.S. creators The W-9 tax form is required for U.S. creators to report income earned on Passes. If you earn $600 or more in a calendar year, you must submit a W-9 to receive a 1099 tax document for tax filing. To complete your W-9: 1. Go to Settings > Payout. 2. Select W-9 / W-8BEN Form. 3. Select the US citizens tab. 4. Complete the form. 5. Make sure all information is accurate to avoid delays. ### Looking for your 1099? U.S. creators may receive a Form 1099-NEC if they meet the reporting threshold for the tax year. To check your tax forms, go to Settings > Payout > Taxes. If a digital 1099-NEC is available for your account, you can access it there. If you expected a 1099 but do not see one, check that your W-9 information is complete and up to date. You can also check your inbox and spam/junk folders for any tax-form email notifications from Passes or its tax provider. ## W-8BEN form for non-U.S. creators The W-8BEN form is for creators outside the U.S. to certify their foreign tax status and report income earned on Passes. This form helps determine whether tax withholding applies to your earnings. Without a completed W-8BEN, higher tax withholding rates may be applied. To complete your W-8BEN: 1. Go to Settings > Payout. 2. Select W-9 / W-8BEN Form. 3. Select the Non-US citizens tab. 4. Complete the form. 5. Make sure all information is accurate to avoid delays. If you have specific tax-related questions, reach out to a tax professional or accountant. Passes cannot provide tax advice. ---