General FAQ

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How do I view the Video Event or Rental?

To view the event, log-in using the email and password you created when purchasing your tickets on the artist’s store. The event takes place on the store, and is linked from the ticket page! Only logged in users will be able to see the event. If you bought multiple tickets on the same account, submit a request with the artist name, show date, order number, and email address of the person you wish to gift the ticket(s) to.

I get the message "Can't Find My Ticket". What do I do?

Make sure you are logged in with the same email address that you purchased the ticket with. Click to view your account, and make sure there is a record of your order. If your order is not present, you likely used a different email address so you’ll need to log out and back in with the correct address. Most stream pages will only be live 1 hour before the show. If you still can’t see it, submit a request with the show/artist you are having trouble accessing and your order number. Support will be available just before and during the stream on the artist's FAQ page.

My ticket shows unfulfilled?

Your ticket will remain unfulfilled until after the show. The status will not affect your ability to view the stream.

I would like to change my email address associated with my ticket. How do I do that?

Please submit a request with your information and we'll take care of that!



Gift Tickets

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I want to gift one of my tickets to a friend. How do I do that?

If you would like to gift a ticket, please submit a request to us with the artist name, show date, order number, and email address of the person you would like to gift the ticket to. Once received, we will assign the extra ticket to your friend's email and they will receive an email to create their account. After doing so, they will be able to login and view the show when it airs, but the original order will stay under your account. 

Note: We are unable to include custom messages with gift ticket emails.


What Time Does the Event Start?

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All access and viewing instructions can be found on your order confirmation. To find out what time the stream will start in your specific timezone, find the time listed on the confirmation mentioned above, and then use this handy timezone calculator tool.


Can I Start the Stream From the Beginning if I Tune in Late?

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This is a live broadcast, which means that during the initial stream you will not be able to rewind or fast-forward. If you tune in late, the show will start where it is happening in real-time. 

After the show is finished, however, the recording will be available for replay. You will then be able to rewind, pause, and fast-forward while viewing the show. Additionally, you will be able to watch it as many times as you would like during the replay period of the event.



How Long Do I Have to Rewatch the Event?

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The event replay period or video rental duration specific to each event and is determined by the artist. You can find this information in the store you purchased from.

Upon purchase of a rental, you will have 30 days to begin viewing. Once viewing has begun, the replay period will take affect and you will have until the end of that period to finish viewing the video.