A pinned buyer should appear on your board within a second or two. When that stops, it is almost always one of three things: the wrong handle, a dropped connection, or an outage on our side. Go through the list for your device, in order — most cases end at step 2.
On the phone, the cloud listens to your TikTok live for you and sends each pin to your board. There is nothing to install — but the cloud can only listen to the handle you gave it.
Is your TikTok handle exactly right? Open ⚙️ Settings → TikTok handle. It must match your TikTok username letter for letter — no @, no spaces. One missing character and the cloud waits for a live that never starts.
Real example: a seller typed jamscloset_ when the account was jamscloset_1.
Everything looked normal, nothing arrived, and an hour was lost. Check the handle on your TikTok
profile page, not from memory.
If you change it, tap Save settings. The listener switches to the new handle within a few seconds — you do not need to end the live.
Are you actually live on that account, and did you tap Go Live? The cloud only connects once your TikTok live is running. Tap ▶ Go Live after you start the live on TikTok, then give it up to 2 minutes to connect — it keeps retrying by itself.
Is there an "Auto-capture disconnected — reconnecting" bar? The connection to TikTok dropped and is being re-made. This usually clears itself within 2 minutes. While it's there, pins can be missed — add any you miss with the + button, or type the buyer's name into the form and print as usual.
Board looks wrong or empty, but pins were arriving earlier? Go to ⚙️ Settings → 🧩 Rebuild my board. It re-reads everything for this live from the cloud and redraws. Safe to press as often as you like.
Still nothing after 5 minutes? Message us on Messenger with your store name and the time it stopped. Keep selling meanwhile — record buyers by hand with the form; every one of them is saved and counts toward the after-live and waybills exactly as a pinned buyer would.
The PC listens to TikTok itself. The small dot in the bottom bar tells you how that is going.
Read the dot in the bottom bar.
Check the host username in the top bar. It sits in the middle of the top bar, where the app name used to be. It must match the TikTok account hosting the live exactly — no @, no spaces, every character. Fix it and press Enter; the app reconnects on its own within a few seconds.
Same real example as the phone: jamscloset_ is not jamscloset_1. Copy it from
the TikTok profile page if in doubt.
Restart the app. Close Tagasulat completely, wait 5 seconds, open it again. It picks the live back up from the cloud — nothing is lost — and reconnects on startup. This clears most drops that happen mid-live.
On every start the app also checks online for a newer TikTok listener and swaps it in by itself. If TikTok changed something overnight, a restart is often the whole fix.
Green, live, still nothing? Ask your moderator to pin a comment again while you watch the board. If it appears, everything works and the earlier pins simply weren't pinned. If it doesn't, go to step 5.
Send us the log. Open Settings, scroll to the bottom, write one line about what happened, and click 📧 Send log to support. The log tells us which listener version you're on and what TikTok answered — that's what we need to fix it. Then message us on Messenger so we know to look.
Meanwhile, keep selling without typing names: in TikTok, tap the buyer, then tap her name on her profile — TikTok copies it. Back in the app, tap 📋 inside the empty username box (on the PC, press F4 from any window). The name lands in the box, her nickname too if she has bought from you before — and the label prints, at the price that is already selected. Three taps per buyer: profile, copy, 📋. If no price is selected yet, it only fills the box and asks you to pick one. The first time on the phone, Chrome asks once to let the app read what you copied — tap Allow. Hand-entered buyers are recorded exactly like pinned ones, and if the pin for her turns up a moment later, the app skips it instead of printing her twice.
The app reads the pinned comment's author, not what the comment says. If your moderator pins their own reply ("ok mine na, @maria") the moderator is captured, not Maria. Pin the buyer's own comment.
To fix one on the spot: correct the name in the form before printing, or add the right buyer with the + button and void the wrong row.
Phone: wait 2 minutes for the reconnect bar to clear, then Rebuild my board. PC: restart the app (step 3). TikTok drops long connections now and then; both recover without losing anything.
Only one of them can run a live at a time. If the PC has a live open, the phone tells you this live is running on the PC and won't start its own — end it on the PC first. If you moved from PC to phone mid-day, tap Go Live on the phone and pick the right live from "Which live is yours?".