FAQ

Short answers to common questions from people who use Studio every day. For step-by-step fixes, see Troubleshooting.

Access and team

Why don't I see Paywalls, A/B testing or Automations?

They're in early access and appear only once they're turned on for your team; see the list of early-access areas and how to ask for one. Opening a link to an area that's off shows "This page is not available.", or takes you back to Overview.

If a page is there but a button is missing, grayed out or doesn't work, it's likely your role; see A button or page is missing.

I signed up but only see "You're on the list"

Your team is on the waitlist. Everything is set up; we email you when it's your turn. See The waitlist.

How do I invite a colleague?

Open Settings → Team → Members, click Invite, enter their Email, choose a Role and click Send invitation. The link works for 7 days. See Members and roles.

Who can see revenue?

Everyone in your team. Every role, Member included, can see all projects' data, analytics and revenue. Members can't open API keys, Payment providers, Billing, Security or the audit log. See Roles.

Can I limit someone to one project?

No. A role applies to every project in the team. To keep a project apart, put it in a separate team.

How do I leave a team?

Studio has no Leave button. Ask an admin or the owner to click Remove next to your name on Settings → Team → Members. If you're the owner, first click Transfer ownership on another member, since the owner can't be removed. If your team uses directory sync, you leave when your IT team removes you from the directory. See Members and roles.

How do I delete my account or change my sign-in email?

Studio has no control for either: Personal settings → Account shows your email but can't change it. Email legal@voidhash.com from the address you sign in with, on any plan, or support@voidhash.com on a paid plan. Your account data is deleted within 30 days after the account is closed. If you own a team, transfer ownership first. With SSO, your email comes from your identity provider, so ask your IT team to change it there.

Can Studio be shown in another language?

Studio is in English. Your notices can be in English or Čeština, and bots write in the team's Preferred language.

Numbers

Why do Studio numbers differ from App Store Connect?

Both are right; they count differently:

• Revenue in Studio includes tax and the store's commission. Proceeds is what you keep.
• Currency: Studio converts everything to your reporting currency at each day's rate.
• Days: Studio uses your browser's time zone; App Store Connect uses its own.
• Environment: check that Production is selected in the project switcher.
• Refunds count on the day of the refund, not the day of the purchase.
• Trials count as no revenue until they convert.

See Metric definitions for every formula.

Why don't my colleague's numbers match mine?

Studio splits days by each viewer's own time zone, and remembers each viewer's environment. Check you both have the same environment, range and filters.

What is the Test environment?

Test holds simulated purchases from your developers' test builds and Stripe's test mode. It never mixes with real revenue. Sandbox holds the App Store's and Google Play's own test purchases, such as TestFlight. See Switch environments and Test purchases.

Paywalls and products

How fast do paywall changes reach the app?

Within about an hour for most people: apps reuse a paywall they loaded in the last hour, then fetch the new one. See What running apps see. Editing the design changes nothing until you deploy.

Can I undo a deploy?

Yes. Open Builds in the designer and click Roll back on an earlier build. See Roll back.

Who connects the App Store, Google Play and Stripe?

An admin or the owner, in Settings → Payment providers. It takes keys from App Store Connect, Play Console or the Stripe Dashboard, so whoever manages those accounts may need to help. See Payment providers.

Can I change a price in Studio?

No. Prices live in the stores, so change them in App Store Connect, Play Console or the Stripe Dashboard. Paywalls run in your iOS and Android apps, so they show App Store and Google Play prices and pick up a new price automatically.

Can I give someone free access?

Not from Studio: perks only come from purchases. A developer can record a purchase for them through a payment source. See Why someone has or lacks access.

How do I refund or cancel someone's subscription?

It depends on where they paid. Only Apple refunds App Store purchases, and only the person can cancel an App Store subscription. Google Play and Stripe purchases are refunded and canceled in Play Console and the Stripe Dashboard. Purchases from a payment source are refunded and canceled in Studio, by an admin or the owner. See Refunds and cancellations.

Can I show different paywalls to different people?

Not by rules. Run an A/B test to split people at random, or ask your developers to use separate paywall locations.

Billing

How does billing work on Voidhash Cloud?

Your plan includes an allowance each month for tracked revenue, events, page views and, if you use bots, AI usage. Usage beyond it is charged or paused, depending on the plan. Admins and the owner manage it under Settings → Team → Billing. See Plans and billing.

Do purchases stop if we hit our limits?

No. Purchases, restores, access and store notifications keep working whatever your plan, spend cap or payment state. Only analytics events, page views and bots pause. See Spend cap.

How do I reach support?

Ask on Discord on any plan, or email support@voidhash.com on a paid plan. See Get help from us.

How do I change the card we pay with?

Click Manage billing on Settings → Team → Billing. It opens Stripe's billing portal, where you update the payment method.

Next steps

• Troubleshooting
• Find your way around Studio
• Developer FAQ (developer docs)