LIVE

LIVE Guide

• All LIVE events in hellolive are viewable on the app and web both. However, one account can only be accessible on one device at the same time in order to protect the rights of content creators and artists. When you sign into a new device, your account will be signed out from your previous device.

• You are able to enter the LIVE 30 minutes before the start of the LIVE with below methods:

  1. sign in → MY BOX → LIVE → 'Enter LIVE' button

  2. A round button on the bottom right corner.

Checklist for stable live streaming

Please check below in order to avoid errors while live streaming.

✔ Did you update the app to the latest version? If you didn't, there is a high probability of an error. Please check the app store for updates.

✔ Please check System Environment Requirements below.

System Environment Requirements

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

FAQ

1) Is there a subtitle?

hellolive supports real-time subtitles in Korean, English, Chinese, and Japanese. You are able to set subtitles through the button on the top right corner of the screen. Subtitles are automatically translated by AI system, so the content and timing may not be accurate.

2) Can I get the chats translated?

You can conveniently communicate with all fans around the world using our translation service. When you touch another viewer's chat while LIVE, it will be translated into your device language.

3) App error while live streaming

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

System Environment Requirements

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

4) How to watch the live streaming on iPad or TV?

If you want to watch the live streaming on a bigger screen, we recommend you watch it on hellolive website(hellolive.tv) or connect HDMI to your PC or TV.

5) How to watch live streaming in Indonesia?

It is possible to watch the live streaming in Indonesia using VPN. This is because the video system we're using has been blocked in some areas of Indonesia.

If you want to test before the event, please play TEST VIDEO using VPN.

When it works, no problem!

6) Cancellation/Refund

Refund is only available when LIVE event gets canceled or delayed over 24 hours.

Variables can occur in the LIVE event progression. If the event is canceled or postponed for more than 24 hours due to unavoidable reasons such as the artist's health issue, technical difficulty to provide high-quality service, environmental conditions, or other natural disasters, we will refund you within a week.

Cancellations/Refund caused by personal reasons are not available. Please be understanding and respect the rights of content creators and event preparation.

Customer Service

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

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