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.
Can I go to the venue 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
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.
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 email@example.com
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, results 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. You will receive an email confirmation with details on how to register and a link to access the stream two hours prior to the designated show time. On the registration page, verify your ticket by entering the email you used to purchase the ticket. A verification code will be sent to either your email or the mobile number you used for your purchase. Enter the code to verify and log in, or set up an account by creating a password for future access. Once done, you will be welcomed into the stream 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 will I need to login?
The link in the email that will be sent you one hour before the performance. • Your full email address – the one that you used to purchase the ticket - ie. firstname.lastname@example.org • Your telephone number including the area code – 604.555.5555
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 two hours 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 or Safari to stream this event. Download Google Chrome here: https://www.google.com/intl/en_ca/chrome/ or Safari here: https://support.apple.com/downloads/safari Other browsers may not work.
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 in high definition on your wifi connection with no interruptions, you should be able to stream FanXP no problem. If you’re unsure about your connection, you can test your internet speed here: https://www.speedtest.net/
Can I watch on multiple devices at one time?
No, you can only use one device to stream or cast at a time
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.
How do I stream this on my TV?
Streaming to TV from an iPhone or iPad?
If you are using an iPhone or iPad, you can only stream via AirPlay to your AppleTV. To cast to your Apple TV, follow the steps here: https://support.apple.com/en-ca/HT204289 NOTE: If you are watching the live stream from an iOS device (iPhone, or iPad) you cannot stream to a Chromecast device.
Streaming to TV from an Android/Google Device (Mobile, Chromebook)?
If you are using Android/Google-based devices, you can only cast to your TV via Chromecast. To use Chromecast, follow the steps here: https://support.google.com/chromecast/answer/3006709?hl=en-CA
Casting a Chrome Tab on Google Chrome (Computer)?
You can also use a Chromecast device to display a Chrome tab or entire screen on your TV. To learn how, follow the steps here: https://support.google.com/chromecast/answer/3228332 NOTE: If you are using an iOS device (iPhone, iPad), you will not be able to cast your tabs or window using Chromecast.