There are multiple reasons why your sound does not play on stream. 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 Twitch 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 correctly, or an error will pop up.

restore1.png

When the refund is successful, you will get TOKEN worth the exact Bits you spent before. Therefore, you can redeem a sound worth the same amount of Bits again.

NOTE: Often, you automatically get a token from our system**.** Select a sound worth the same amount of Bits and try to play it. You already have a token if the sound is displayed as 0 Bits.

Token2.png

If you have any questions or need additional help, please get in touch with us and join our Discord Server.

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