FAQ

🔎Sign in/Account

1. can't sign in to hellolive

If you can't sign in to hellolive on app, please restart it and try again. You can also use helloive on mobile website. www.hellolive.tv

Also, please check your email address is same with hellolive account email. If the same problem occurs, please create a new account.

2. how to reset your password

'Forgot Password' on sign in page → enter your email address → receive an email to reset password → click the link in the email and reset your password

3. how to cancel your membership

Please visit the hellolive website and delete your account. www.hellolive.tv

sign in → click profile image → My Account → cancel membership(on the right upper)

👍 COUPON

1. Do I need to register Coupon?

If you purchased the ticket through other platform(e.i. KKday, eventbrite, Makestar etc.), please register the coupon code on hellolive. If you purchased the ticket on hellolive, you don't need to register Coupon.

2. What is Coupon Code?

Coupon Code is a 8 or 16-letter code with alphabet, number. You can check it on the email you received from the platform where you purchased your ticket.

3. How can I register Coupon Code?

sign in on hellolive website → MY BOX → Register Coupon → Register Coupon Code

When it's done, you can check your ticket in MY BOX.

*Coupon Code Registration is only available on website

🎞 REPLAY

1. When can I watch REPLAY?

Open date of each RE:LIVE depends on products you purchased. Please check it on the detail information page of each product.

2. How can I watch REPLAY?

sign in on hellolive website or app → MY BOX → REPLAY → LIVE REPLAY

*LIVE REPLAY button is visible after REPLAY opens.

3. How can I set subtitles?

3 dots button on bottom right corner of the screen → set language

*Subtitles for REPLAY depends on products you purchased. Please check the detail information page of each product.

4. I can't play REPLAY

• If you tried it on website(mobile web, PC web both) which is not Chrome, there is a high probability of an error. Please try again through Chrome browser.

• hellolive app doesn't support tablet. On tablet, some functions may not work. Please watch it with mobile or PC.

• Due to the request of contents providers, some REPLAY plays only on website or app. Please check it on the detail information page of each product.

💰 Payment·Refund·Cube

1. Cancellation/Refund

Cancellation/Refund caused by personal reasons are not available to respect the rights of content creators and event preparation. So please purchase carefully.

⚠️ It is only available when the event has been cancelled or postponed and contents has not been served properly.

2. Difference between Cube's price of website and app

Cube prices are different because each platform(website, mobile app store) has a different payment fee policy. Since the payment fees for Google and Apple's App Store are high, it is relatively inexpensive to purchase on the website.

🎤 LIVE

1) App error while live streaming

When the app turns off, don't worry, just reload the app. You can come back to chat room. Also, please check if your device and network follows System Environment Requirements below.

System Environment Requirements

Network: Stable wired internet or Wi-Fi or LTE+ with a 20 Mbps or higher in speed PC: Mac OS 10.12+/Windows 10+ Mobile: iOS 14+/Android 10+ Browser: Chrome 70+

2) How to watch the live streaming on iPad or TV

hellolive app isn't compatible with tablet and TV. If you want to watch the live streaming on bigger screen, we recommend you to watch it on hellolive website(hellolive.tv) or connect HDMI to your PC or TV.

💞 1:1 FANMEET

1) Can Star see my name while 1:1 video call?

Fan's name is invisible on the screen while 1:1 video call. However, Stars will check Fan's nickname when they make a call. Please set your nickname you want to be called by your Star in advance.

2) Translation Service

In case of 1:1 fan meeting, translation is not provided. Please prepare what you want to say to your star in advance. They will try to communicate with you.

3) Missed Call

Star calls you maximum of 3 times. Although you miss the call, the star will try again at the end of the fan meeting. If it is not connected due to personal reason, we cannot wait anymore, please understand it.

4) If I buy several tickets of 1:1 FAN MEETING, does it mean that I have more time for the video call?

The meeting time is set for each ticket. When you purchase several tickets of 1:1 Video Call, the first meeting time doesn't get longer. The call ends after the promised time is over.

📬 GOODS

1) I bought DIGITAL GOODS, but I can't download them. When can I download them?

Please wait a moment, we're preparing. Each GOODS will be uploaded according to the announced date. Before purchasing, be sure to check the upload date in the detailed information! Please check.

*Once the DIGITAL GOODS are uploaded, we will send you an email and a push notification on app.

2) In case no delivery of GOODS

Please check and contact the person in charge following 'MY BOX → MY GOODS → My order information → Contact'

💟 Customer Center

If you have any suggestions or inquiries, please contact us via email ([e-mail]). We will reply after confirmation within 24 hours on weekdays.

LIVE | REPLAY | 1:1 VIDEO CALL | GOODS | Payment·Refund·Cube | FAQ | APP ERROR