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How to Fix Missing Projects or Subscription Errors in Presenter

This article explains how to resolve issues where users can't see a project after logging in or see a message that their DisplaySweet subscription has ended.

OVERVIEW

If a user logs into Presenter and cannot see their project, or receives a message saying the subscription has ended, the issue could be related to the user’s login credentials, the project subscription status, or a communication from the DisplaySweet Accounts team. This guide walks you through how to check each step and when to escalate.

Troubleshooting Project Access or Subscription Issues in Presenter

Follow these steps if a user reports they can't see their project after logging in or if they receive a subscription-related error.

Step 1: Verify User Login Credentials

  1. Ask for the user’s permission to connect via TeamViewer.

  2. Access the correct login credentials by navigating to:
    Google Drive > Service Dashboard > PDS > User Accounts
    (SERVICE DASHBOARD link)

  3. In TeamViewer, test access for:

    • DS-Online (browser version):

      • Open Safari (iPad) or Chrome/Edge (Touch Screen or Surface Studio).

      • Go to salesapp.displaysweet.com

      • Enter the login details from the PDS file.

    • DS-Live (DisplaySweet app):

      • Open the DS Presenter app

      • Enter the same login credentials from the PDS.

  4. If login fails or no project is visible, continue to the next step.

Note: Depending on the subscription level certain features may not appear. If you'd like to discuss additional features please email support@displaysweet.com or contact your DisplaySweet Account Manager.

Step 2: Check Subscription Status

  1. On your machine, open cms.displaysweet.com.

  2. Navigate to the relevant project.

  3. In the General section, click on Subscription.

  4. Check whether the project is marked as Active or if the subscription has expired.

Step 3: Check for Client Communication

  1. Ask the client to confirm whether they’ve received any emails from the DisplaySweet Accounts team.

  2. Sometimes access issues are linked to billing-related pauses or subscription renewals.

Step 4: Escalate to Customer Success

If the issue is not resolved after verifying login credentials and checking the subscription status:

  1. Escalate the case to the Customer Success Team.

  2. Provide the following details in the escalation:

    • Project name

    • User email address

    • Confirmation of login credentials used

    • Screenshot of the subscription status

    • Any emails or communication received by the client

You can submit this via the DisplaySweet Support Portal or email support@displaysweet.com.

Tips and Common Questions

  • If no projects appear in the app after login, always confirm subscription status in CMS.

  • Sometimes account access is blocked temporarily due to billing; always check with Customer Success.

  • If multiple users are affected, it’s likely a subscription or project-level setting issue.