Livestream FAQ

 

I've purchased tickets to the livestream. How do I watch it?

    • Click here to log in to the account you created when checking out to watch the livestream on Thursday, May 27th at 5PM PST / 8PM EST.
    • The show will be available for replay until Sunday, May 30th at 11:59PM EST.
    • If you have not created an account, you can do so here with the email you used to place your order. Since this is a live event you will not be able to fast forward or rewind during the initial airing.
    • Be sure the email you use to create your account matches the email on your payment method of choice (Apple Pay, Google Pay, PayPal). Payment methods are determined by store owners and all available payment methods are on the site.
  1. Can I buy tickets for my friends?

    • Of course! Once you’ve purchased more than one item with a ticket included, just use the chat button in the bottom right corner of this page or reach out to http://sn.gl/livestream-support with the artist name, show date, your order #, and your friend’s email – an account will be set up for them! They will receive their account confirmation and ticket in their email.
  2. Can I watch the livestream on my TV?

    • Yes, if your TV has a web browser app or if you are using a product like Apple TV or Chromecast that also has a web app. In all cases, you simply need to use a browser, navigate to the stream page, sign in, and press play as you normally would.
    1. Chromecast instructions:
    2. Apple TV instructions:
      • https://support.apple.com/en-us/HT204289
      • (use Safari, the Apple TV share will be on the player)
      • Casting will be available once the show starts. Please see our list of supported devices if you continue to have trouble.
      • Please note that iOS devices cannot Cast or Airplay directly from the Chrome web browser. Airplay is available in the Safari browser on iOS to Apple TV & other airplay-supporting devices. These are Apple restrictions. You can check system requirements here: https://support.apple.com/en-us/HT208728
  3. I have another question!

Technical & Browser Requirements:

To watch a livestream event, please ensure you have the following:

System Requirements:

  • Mac OS X 10.6 or higher
  • Windows 7 or higher

Supported desktop browsers:

  • Google Chrome 45+
  • Mozilla Firefox 49+
  • Safari 10+
  • Microsoft Edge 15+

Supported mobile browsers:

  • Chrome 45+
  • Safari 10+ (iOS)

Internet Connection:

  • 5-10mbps download speed is recommended. Check your connection at SpeedTest.net.

Not Supported:

  • Internet Explorer
  • Roku's browser apps (use Screen Mirroring for iOS or Casting for Android instead)
  • Amazon Silk
  • Fire TV Stick
  • Playstation 4
  • Xbox (performance may vary)
  • Samsung Smart TVs {use Airplay where available} (more info here: http://sn.gl/samsungtv)


MERCHANDISE ORDER FAQ


1. When can I expect my order to arrive?
-All orders placed Monday-Friday will ship within 1-3 business days unless otherwise stated on the items description. Packages will then take 1-7 days in transit depending on where you live and what you ordered. Many "Pre-Order" items will have their own unique shipping time frame, so please be sure to look before you checkout!


2. Do you ship international orders?
-Yes, we ship worldwide! Some International orders can take up to 4-6 weeks to arrive, so please be patient. Some countries will charge the receiver a customs fee for out of country purchases before delivering a package. We will not be liable for these customs fees. Please contact your local post office or customs office for exact rates.


3. How much does shipping cost?
-All shipping costs will be displayed at checkout. Costs depend on where you live and what items you order.


4. Can you ship part of my pre-order by itself?
-No. When you check out with an item on "pre-order" in your cart, the entire order will ship as one cohesive package. If you want an item ready to ship immediately, it is important that you place a separate order from any other items on pre-order.

            5. When will I be charged for my order?
              -All orders will be charged at the time of purchase. 
                6. Is my package lost?
                  -Probably not. Please contact us though if you did not receive shipping confirmation, or your tracking number is not visible through the online tracking portal. If your package is labeled as "Delivered" and you have not received it, you'll have to contact your local post office with your shipping number. Once the package leaves our facility, it is out of our hands. We cannot be held responsible for lost or stolen packages.

                    7. My order was returned to sender. What happens next?
                      -If your USPS tracking indicates your order was "returned to sender", we will wait for the package to arrive back to our warehouse and contact you once we receive it. Prior to reshipping the additional package, customers will be sent an invoice to pay postage cost of the shipment. Once the Invoice is paid, the package will be shipped. If we do not receive a reply within 30 days of contacting you about your returned package, we will refund you the cost of your order minus any shipping/restocking fees.