Red Packet Feature FAQ
Last updated: 2025-03-27
Issue 1: Unable to claim red packet, error message: Unable to obtain "openid"
Cause: WeChat authorization is disabled for the channel or account.
Solution: Enable WeChat authorization for the channel or account.
Issue 2: Red packet withdrawal has not been received
Cause 1: Insufficient balance in the WeChat merchant's operating account.
Solution: Top up the merchant's operating account, then proceed with the withdrawal.
Cause 2: Incorrect WeChat custom configuration parameters.
Solution: Recheck the custom configuration, verify and correct the parameters, then proceed with the withdrawal.
Issue 3: How is the winning probability for the Red Packet Rain currently calculated, and what is it approximately?
It is not a 100% win rate. Each time a viewer clicks on the Red Packet Rain, the probability of winning is 60%.
Issue 4: After claiming a red packet in the Red Packet Rain, can the viewer continue clicking to claim another one?
No, each viewer can only claim once.
Issue 5: How to withdraw the remaining amount after distributing a red packet?
The unclaimed amount will be returned to the WeChat account that scanned the QR code to pay for this red packet. This user needs to scan the QR code to enter the live stream and withdraw the amount. (From another perspective: it can be understood that the remaining amount is claimed by the person who scanned the QR code to pay.)
Issue 6: Can cash red packets be preset in advance?
Yes, you need to contact the business manager to enable the [Cash Red Packet] feature, then preset it in [Cash Draw] under [Marketing].
Issue 7: Can the red packet amount claimed in one live stream be withdrawn in another channel?
Yes, provided that the channels are under the same Polyv account.
Issue 8: Does the multi-scenario SDK support the Cash Red Packet Rain feature?
No. Cash red packets are based on the WeChat Pay function within the WeChat environment and must be implemented within WeChat for cash transactions.
Issue 9: When modifying a cash red packet in the backend, the error "Failed to call WeChat Pay" appears.
Cause: The Native Pay feature is not enabled in the merchant account.
Solution: Enable this feature.
Issue 10: Can an invoice be issued for the 2% handling fee on red packets?
No. The handling fee is charged by WeChat. You need to log into the merchant account to obtain a certificate or invoice.
Issue 11: Does integrating points-based red packets require integrating a merchant account?
No. Points-based red packets use a data interaction method between the user system and the Polyv system. It only requires the user system to have a record and usage of points.
Issue 12: The query interface for points-based red packets is not working.
Cause: Usually, the points returned by the instructor's maximum points limit interface are of a string type.
Solution: Change the string type to a numeric type.
Issue 13: No callback received for points-based red packets.
Cause: This issue is usually caused by access restrictions on the user interface's domain name.
Solution: Adjust the callback domain name to ensure normal access.
Issue 14: Points-based red packet distribution has not been credited.
Cause: The points update interface was not triggered.
Solution: Confirm whether the user system successfully called the points update interface. This interface directly requests the user system to perform the update.
Issue 15: Insufficient points error when distributing points-based red packets.
Cause: The points distributed by the channel have reached the set points limit.
Solution: Adjust the points limit interface in Developer Settings -> Points Settings.
Issue 16: Why does a claimed red packet still show as unclaimed in the chat room?
Cause: This is a browser cache issue.
Solution: Wait or refresh the page.
Issue 17: Why can't I see the sent points-based red packets after integrating the multi-scenario SDK?
Cause: Points-based red packets are not currently supported.
Issue 18: Why can't I claim red packets on the PC?
Red packets are currently only supported on the mobile H5 end.
Issue 19: The points balance showed a negative number when sending a red packet from the instructor end.
Cause: The points balance set in the channel's available points limit interface was too small, resulting in insufficient points to deduct after the update.
Solution: Increase the points balance limit in the channel's available points limit interface.
Issue 20: Clicking on an unclaimed red packet in the chat room shows "Ended".
Cause: The validity period from sending to settlement of a red packet is 24 hours. It cannot be claimed after this period.
Solution: Claim the red packet before it expires.
Issue 21: How does the prepayment for prepaid cash red packets work?
When the prepaid cash red packet feature is enabled: Presetting a red packet requires scanning a QR code to pay the corresponding amount.
When the prepaid cash red packet feature is disabled: Presetting a red packet does not require scanning a QR code to pay. You can directly set and send the red packet.
Issue 22: Multi-round red packets are distributed automatically. Do the amounts claimed in multiple rounds arrive in one batch?
Each red packet claim is independent. For example, in a two-round red packet event: claiming 10 yuan at 15:00 will result in a withdrawal of 10 yuan at 15:10; claiming 5 yuan at 15:05 will result in a withdrawal of 5 yuan at 15:15.
Issue 23: If the merchant account balance is insufficient after distributing a red packet, how can viewers whose withdrawal failed withdraw again?
Viewers whose distribution failed need to re-enter the viewing page and manually initiate the withdrawal.
Issue 24: The viewing page shows "Withdrawal Successful", but the amount has not actually been received.
Cause: This is generally caused by triggering WeChat Pay risk control, leading to automatic red packet distribution failure.
Currently, claiming a red packet has three statuses: Withdrawing, Withdrawal Successful, Withdrawal Failed. It is possible that the withdrawal has actually failed, but it is displayed as "Withdrawal Successful" in the viewer's "Withdrawal History" list.
When the balance is not returned, a manual withdrawal cannot be re-initiated.
Solution: Export the list of failed users from the merchant backend and re-initiate the transfer.
Issue 25: Is the 2% handling fee still required after disabling the prepaid cash red packet feature?
No.
