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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 hellolive mobile app. Video calls are only available on the mobile app and cannot be accessed via web browsers.

  • After installing the app, make sure to allow access to your camera and microphone. If you didn’t grant permission during installation, you can update the settings manually in your device settings.

2. Get Ready

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

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

  1. Check Your Internet Connection

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

  1. Check for App Updates

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

  1. Disconnect Smartwatch

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

* If the problem persists during setup, try installing the app on a different device and try again.

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.

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.

  1. Check the Chat Waiting Room

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

  1. 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.

  1. 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.

  1. 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.

  1. Prohibited Behavior

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

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

Q1. Are subtitles or interpretation services provided? A1. No subtitles or interpretation services are provided. Please prepare what you’d like to say to the artist in advance.

Q2. I missed the video call or received a missed call notification. 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.

Q3. If I purchase multiple 1:1 video call tickets, does my call time increase? 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.

Q4. What is the cancellation and refund policy? A4. Cancellations or refunds due to personal reasons are not permitted to ensure smooth service operation and respect for content holders' rights.

Customer Support

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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