# LIVE

**hellolive LIVE is available on both PC and mobile, and follows a one account, one device viewing policy.**\
**For a smoother streaming experience, please review the following information!**

### **How to Enter the LIVE**

<mark style="color:red;background-color:red;">**You can enter the live stream starting 30 minutes before it begins! Choose one of the following methods to enter:**</mark>

1. **Via the Website**

* Home > Click the "Enter" button on the \[ON AIR] event poster
* Click “Enter Live.”

2. **Via MY BOX**

* Log in > MY BOX → Purchased Ticket → LIVE
* Click the “Enter” button on your LIVE ticket

<figure><img src="/files/vDkB0BAPxWBemFCI5aNU" alt=""><figcaption></figcaption></figure>

***

### Checklist for Stable Live Streaming

<mark style="color:red;background-color:red;">**To enjoy an uninterrupted and immersive live stream, please check the following in advance:**</mark>

1. **Use the latest version of the app**

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

2. **Check the recommended system requirements**

* Ensure your device and network are in optimal condition.

**\[Recommended System Requirements]**&#x20;

* **Network**: Stable wired internet / Wi-Fi / LTE+ with at least 20Mbps
* **PC**: Mac OS 10.12+ / Windows 10+
* **Mobile**: iOS 15.5+ / Android 6+
* **Browser**: Chrome 70+

***

### Real-Time Translation & Chat Service

1. **Subtitles Available**

* Real-time subtitles are provided in Korean, Japanese, Chinese, English, and more!
* Tap the subtitle button on the top right corner of the screen to select your preferred language.
* Please note that subtitles are generated via AI translation and may not always be accurate.

2. **Chat Translation**

* Click on a foreign language chat message to see the automatic translation in your selected language.

***

### **FAQ**

<mark style="background-color:red;">**Q1. I encountered an error during the live stream,**</mark>

**A1.** Please try restarting the app or browser and reconnecting. Also, check whether your device and network meet the recommended system requirements.

**Q2.&#x20;**<mark style="background-color:red;">**I want to watch on a bigger screen, like an iPad or a TV.**</mark>

**A2.** You can watch via PC or connect your device to a TV using an HDMI cable.

<mark style="background-color:red;">**Q3. What is the cancellation·refund policy?**</mark>

**A3.** If the live stream is canceled or postponed for more than 24 hours, a refund is available within 7 days.\
\&#xNAN;*Refunds are not available for personal reasons or a change of mind.*\
Please note that the event may be subject to change due to unavoidable circumstances such as artist conditions, technical issues, or natural disasters. We appreciate your understanding.    &#x20;

***

### **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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