# VIDEO CALL

Congratulations on Winning the Video Call Event!\
We’re excited for you to meet the artist, and we’d like to guide you through the steps to ensure a smooth and stable video call experience.\
Please follow the steps below:

### **1.** Install the App & Configure Settings 

* Download the <mark style="background-color:purple;">**hellolive mobile app**</mark>. Video calls are only available on the mobile app and cannot be accessed via web browsers.
* After installing the app, make sure to <mark style="background-color:purple;">**allow access to your camera and microphone**</mark><mark style="background-color:purple;">.</mark> If you didn’t grant permission during installation, you can update the settings manually in your device settings.

[<img src="/files/-Mk348BuPYA_9CUQkSIs" alt="" data-size="line">](https://play.google.com/store/apps/details?id=io.amond.hello) [<img src="/files/-Mk345a4uhqR-m_8H4Jz" alt="" data-size="line">](https://apps.apple.com/app/id1532848512)

***

### **2.** Get Ready

1. Go to **‘MY BOX → Video Call Preview’**

* Check your connection status, camera, and microphone functions.

2. **Check Your Internet Connection**

* Use a stable network (wired internet of 20Mbps or higher, Wi-Fi, or LTE+).\
  Mobile: iOS 15.5+ / Android 6+

3. **Check for App Updates**

* Make sure your hellolive app is updated to the latest version via your mobile app store.

4. **Disconnect Smartwatch**

* If you're using an Android device, please disconnect your smartwatch, as it may cause issues during the video call.

<mark style="color:purple;">**\***</mark> <mark style="color:purple;"></mark><mark style="color:purple;">If the problem persists during setup, try installing the app on a different device and try again.</mark>

***

### **3.** Check Your Video Call Order & Time

Go to **MY BOX → Purchased Items → Video Call Ticket**

* Check the order and start time indicated on your ticket.
* Please note that the start time may change depending on on-site conditions.

<figure><img src="/files/QbFsx3g8OhXdZKyUVPlW" alt=""><figcaption></figcaption></figure>

***

### **4.** Entering the **Chat Waiting Room** & Waiting for Your Turn

1. **How to Enter the Chat Waiting Room**

* Tap the **“Enter”** button on your **Video Call Ticket** under **MY BOX → Purchased Items → Video Call Ticket**.

2. **Check the Chat Waiting Room**

* Your real-time order will be guided by the staff in the waiting room chat.

3. **Keep the App Running**

* Please keep the app open while waiting. *If the app is closed, you may miss your video call.*

***

### **5.** Video Call Process

1. **Test Call**

* Before the main call, a test call will be conducted.
* Please show the ID you were instructed to prepare for identity verification.
* We recommend taking the test call in the same environment where you'll attend the actual video call, as it checks your internet, audio, and video settings.

2. **Video Call Start**

* While waiting in the waiting room, you will receive a call from the artist when it’s your turn.
* When the call comes in, tap the **“Answer ”** button.

3. **During the Video Call**

* The call will automatically end when your allotted time is over.
* A 10-second countdown will appear before the call ends.

4. **Prohibited Behavior**

* Any inappropriate behavior, such as excessive requests or abusive language toward the artist, may result in the call being forcibly terminated.

<figure><img src="/files/iOW42aoUfnpuXZBefoa6" alt=""><figcaption></figcaption></figure>

***

### **6.** Additional Information

* **Missed Video Call**\
  If you miss the initial video call, you may receive up to **2 additional attempts** at the end of the call order. \
  If you are unavailable for all attempts, the call cannot be completed.
* **Recording & Audio Capture Prohibited**\
  The hellolive app **does not officially support video or audio recording** during the call.\
  Recording or capturing audio is strictly prohibited.
* **Cancellation & Refund Policy**\
  Cancellations or refunds due to personal reasons are **not permitted**.

***

### **7. FAQ**

<mark style="background-color:purple;">**Q1.  Are subtitles or interpretation services provided?**</mark>\
**A1**. No subtitles or interpretation services are provided. Please prepare what you’d like to say to the artist in advance.

<mark style="background-color:purple;">**Q2. I missed the video call or received a missed call notification.**</mark>\
**A2**. Don’t worry—please wait a moment.\
If you miss the initial video call, you will receive up to **two more attempts** at the end of the call order.\
However, if you continue to be unavailable, the call cannot be completed, so please be mindful of this.

<mark style="background-color:purple;">**Q3. If I purchase multiple 1:1 video call tickets, does my call time increase?**</mark>\
**A3**. Call time is set individually for each ticket. Purchasing multiple tickets does not extend the duration of your first call. Each call will end according to the designated time.

<mark style="background-color:purple;">**Q4. What is the cancellation and refund policy?**</mark>\
**A4**. Cancellations or refunds due to personal reasons are **not permitted** to ensure smooth service operation and respect for content holders' rights.

***

### **Customer Support**&#x20;

**If you have any questions, please contact us via chat or email.**

* **Email**: <cs@hellolive.tv>
* **Response time:** Within 24 hours on business days (excluding weekends)


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