Frequently Asked Questions
What is a Livestream?
Live streaming refers to online streaming media broadcasted in real-time without requiring a completely downloaded file. In this case, you’ll be able to watch a live music performance from the comfort of your own home. All you need is a computer or mobile device and an internet connection!
What is FanXP
FanXP is the system that will broadcast the livestream. This is where you will need to register your name and details to be able to access the show.
Do I need a ticket to access the livestream?
Yes, you will need to purchase a ticket to access the livestream. The price of the ticket will depend on the event.
How do I purchase a ticket?
You will purchase access to the event via an e-ticket. You will then register at the event link with your email and will be prompted to set a password for your FanXP account. Once registered, you can sign in with these credentials.
Can I transfer my ticket to someone else?
Tickets are non-transferable. Access to the livestream will be linked to your email and phone number.
Is my ticket refundable?
Just like a ticket to an in-person show your ticket is non-refundable. If you have further questions on refunds please email firstname.lastname@example.org
Do I need more than 1 ticket if I am watching with friends?
No, if you’re in the same room, you can log in with one ticket-buyer’s email, but please note that if you plan to participate in any contests or fan engagements, they will be under the ticket buyer who logged in.
How do I access the livestream?
You will need to purchase a ticket to access the stream and will receive an email confirmation with details on how to register and a link to the registration page. On the registration page you will be asked to enter your email that you used to purchase your ticket, verify your account and set up a password. Once you’ve logged into the registration page, you’ll be put in a ‘waiting room’ while you wait for the broadcast to go live. Once the event starts, you will automatically be able to view the stream.
What time do I log into the livestream?
On your ticket there is a time that the show will begin. You will receive an email one hour prior to the designated show time and will be able to login in at that time. We encourage you to login early to allow time to register and do any troubleshooting in advance.
What browser should I use to watch the stream?
For the best quality version of the performance, we highly recommend using the latest version of Google Chrome to stream this event.
What's the best way to watch the stream?
You can stream the event from your mobile device, desktop computer or laptop.
What internet speed is required to watch the stream?
A minimum 20mbps download speed is recommended for high definition viewing. If you can watch Netflix or YouTube on your wifi connection with no interruptions, you should be able to stream FanXP no problem.
Can I watch on multiple devices at one time?
No, you can only use one device to stream or cast at a time.
How do I stream this on my TV?
There will be a cast button at the lower right of your screen once the live stream begins. You will need a Chromecast compatible TV, Apple TV or Apple Play in order to cast to your TV.
Is the performance actually live or recorded?
This performance will be live from the Commodore. Rest assured we are following all guidelines set out by local authorities to ensure the health and safety of the artists and the crews working onsite.
Can I go to the Commodore to watch the show?
Based on the current restrictions in place regarding social distancing and live performances, this show is not open to the public and fans will not be able to access the venue.
Can I watch the performance multiple times?
The livestream is meant to be a unique experience and will be live only during the scheduled broadcast time and will not be available in full post event. There will however be other shows for you to check out.
I’m not available at the time of the livestream. Can I watch it at a different time?
Unfortunately as the stream is meant to be a unique experience, it will not be stored for viewing at a later time.
What steps are being taken to ensure the health and safety of the artists and employees?
The primary reason for streaming this event is to help ensure everyone’s safety, while still being able to provide entertainment. The execution of these shows require minimal people to be present in the recording space, apart from the artists. All recording follows provincial and federal guidelines about social distancing and safety. The venue is taking a number of precautions, in accordance with public health and safety advice, to ensure the safety of the artists and crews working at the venue to make this livestream come to life, including measures such as the following:
- Limiting the number of staff and artists to less than 50 people within the venue
- Providing hand sanitizer stations and essential Personal Protective Equipment (PPE) such as masks and gloves
- Enhancing cleaning and sanitation procedures
- Revising the venue layout to increase physical distancing
I’m having issues signing in. Who can I contact?
There will be a chat available on the event page that you can use for any issues when registering. If you've forgotten your password, simply select to reset your password and we'll send you an e-mail prompt for this.
Where is my information stored?
When you fill out the form and provide your contact information, this data is stored by LiveNation in a CRM tool called Tradable Bits. Tradable Bits complies with the Canadian PIPEDA (Personal Information Protection and Electronic Documents Act) to ensure the protection of individual information collected is protected and secure. You can remove your information at any time by opting out here.
What other features are there to the stream?
There's a global chat where you can connect with other people watching the stream, plus engagement activations such as questions and banners for you to check out during the stream.