When your sound does not play on stream it can have multiple reasons. Sometimes the sound was paid successfully and did not get pushed through the browser source. This often is an issue on the end of the streamer. Unfortunately, this is not refundable. You are not eligible to get a token.
BUT if you get an error while you redeem a sound you can do the following:
When having an error with the Sound Alerts extension, please visit our restore page and enter your username and the channel name where you experienced the error. Please make sure to enter your username and the channel name correct or an error will pop up.
When the refund was successful you will get TOKEN worth the same bits you spend before. Therefore you can redeem a sound again which is worth the same amount of bits.
NOTE: Often you already get a token by our system automatically. Select a sound worth the same amount of bits and try to play it. If the sound is displayed as “0 Bits” you already got a token.