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Help

Welcome to our the VYE help center! Below you’ll find answers to frequently asked questions about account management, purchases, and accessing VYE events. If you’re unable to find a solution below, please feel free to contact us using the HELP button in the bottom left of the page, or send an email to help@vye.live and we’ll get back to you as soon as possible.

First, double check that you’re using the same email address you set used to register and pay for your event; it will be the email address at which you received an email confirmation for your registration or payment.

If you’re using the correct email address, you might want to try resetting your password. See the “How do I reset my password?” information below. Be sure to check your Spam or Trash folder for the password reset email if you don’t see it in your inbox.

If you’re still having trouble logging in, it’s possible you had a typo in your email when you registered. Please contact us using the HELP button at the bottom left of the page to contact us via chat or email help@vye.live and we’ll be happy to help.

Please note that you’ll need to register separately for each VYE event you attend.

To reset your password, complete the following steps:

  • Visit the page for the event for which you’ve purchased a ticket.
  • Select your ticket option and then click the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button.
  • On the Login pop-up, click the Forgot password? text under the password field.
  • Enter the email address you used to register, and click the RESET button.
  • A new window will pop up. Leave it open.
  • Check your email for an email from us. You will receive a password reset token. Make sure to check your Spam or Trash folder if you do not see it in your Inbox.
  • Go back to the website, and enter the token in the first field of the window that had previously popped up.
  • Enter your new password in the second and third field.
  • Click SET.
  • Visit the page for the event for which you’ve purchased a ticket.
  • Click on your ticket option and then click the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button under your ticket option.
  • Log in to your account.
  • In the bottom-right corner of the screen, click on the account icon .
  • Click on Card details.
  • Enter your new card details in the fields provided.
  • Your cards are split by the type of currency. If you have purchased content in multiple currencies, there will be multiple card records shown, even if you have used the same card each time, so make sure to update all records.
  • Click UPDATE.

Please note that you are not able to completely delete your credit card information. You will need to delete your entire account in order to do so. See How do I delete my account? below for instructions.

Unfortunately, you cannot change your account’s email once you’ve registered, but we you can create a new account and send us an email at help@vye.live to let us know. We will be happy to transfer all your active access from your old account to your new one.

To delete your account your password, complete the following steps:

  • Visit the page for the event for which you’ve purchased a ticket.
  • Click on your ticket option and then click the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button under your ticket option.
  • Log in to your account.
  • In the bottom-right corner of the screen, click on the account icon .
  • Click on My Details.
  • Click the Delete account button at the bottom of the pop-up.
  • Confirm the account deletion by clicking DELETE.

To purchase a ticket for an upcoming livestream event, click on the VIEW DETAILS button for the event on either the home page or the Events page of the VYE.live website. On the page for the event, select the desired ticket type (VIRTUAL GENERAL ADMISSION or VIRTUAL LIVE AUDIENCE). Click on the BUY NOW button and sign in or register, then follow the guided steps to complete your order.

Please make sure you’re logged in! If you are not able to access the stream and are still seeing the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button under your ticket type even though you’ve already logged in and purchased your ticket, please make sure you are logging in with the same email and password you set up during the registration and payment process.

If you are sure you are using the correct email address, try the following:

  • Refresh your browser page (ideally, hard refresh by pressing CTRL +F5).
  • Ensure you are not using a VPN; if you are, turn it off.
  • Clear your browser’s cache and cookies.
  • Access the website via private/incognito mode.
  • Try using a different browser (Chrome, Mozilla, Safari, etc.).
  • Try using a different device.
  • Try using a different network like another WiFi connection, a mobile network, or a hotspot.

If all else fails, contact us using the HELP button at the bottom left of the page to contact us via chat or email help@vye.live and we’ll be happy to help.

For credit card payments:

  • Make sure you are using a supported credit card. We accept Visa, Mastercard, and American Express.
  • Make sure you are entering the card info correctly, and do not use copy/paste – enter it manually.
  • Try contacting your bank to make sure there are no issues with the card or bank account, that you have enough funds in the account, that online payments are enabled, and that your bank is not blocking the payment.
  • Clear your browser’s cache and cookies. Access the website via private/incognito mode.
  • Try using a different browser (Chrome, Mozilla, Safari, etc.).
  • Try using a different device.
  • Try using a different card.

If all else fails, contact us using the HELP button at the bottom left of the page to contact us via chat or email help@vye.live and we’ll be happy to help.

Once you submit your payment, a receipt/invoice will automatically be sent to the email address you used to register and complete the payment.

Make sure to check your Spam or Trash folder if you don’t see the receipt in your Inbox.

Click on the VIEW DETAILS button for the event on either the home page or the Events page of the VYE.live website. On the page for the event, select the desired ticket type (VIRTUAL GENERAL ADMISSION or VIRTUAL LIVE AUDIENCE). Click on the BUY NOW button and sign in or register, then follow the guided steps.

  • On the final screen in the pop up where you enter your payment details, click on add voucher.
  • Enter the discount code you received.
  • As long as the code is valid, you will see the price change.
  • Finish by clicking the PAY button at the bottom of the pop up.

To check your purchase details, complete the following steps:

  • Visit the page for the event for which you’ve purchased a ticket.
  • Click on your ticket option and then click the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button under your ticket option.
  • Log in to your account.
  • In the bottom-right corner of the screen, click on the account icon .
  • Click on Purchases to see details about your purchase history. Note that you can use the dropdown to view all purchases, or active/inactive to view upcoming or past events.

Just like any other live concert you’d attend at a venue, we are unfortunately unable to issue refunds for those who missed the stream during its advertised availability. Unlike in-person events, though, most of our events can be viewed for a designated time period after the show has ended!

If you’ve already purchased your ticket, click on the VIEW DETAILS button for the event on either the home page or the Events page of the VYE.live website.

On the page for the event, click on the ticket type VIRTUAL GENERAL ADMISSION. Click on the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button and sign in. The stream will load in its place, or you’ll see a message indicating when the stream will be available.

If you haven’t purchased a ticket yet, follow these same steps, and complete your purchase after registering for an account.

If you’ve already purchased your ticket, click on the VIEW DETAILS button for the event on either the home page or the Events page of the VYE.live website.

On the page for the event, click on the ticket type VIRTUAL LIVE AUDIENCE. Click on the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button and sign in. The Virtual Live Audience dashboard will load in its place, or you’ll see a message indicating when the dashboard will be available.

Once the dashboard loads, please check the box agreeing to our terms and conditions, and click CONTINUE. A pop-up will appear asking for permission to use your device’s camera and microphone. Be sure to allow access so the artist can see and hear you in the venue.

After purchasing your upgrade, you’ll receive a special code at least 48 hours before your event start time. To access the Virtual Live Audience, click on the VIEW DETAILS button for the event on either the home page or the Events page of the VYE.live website. On the page for the event, click on the VIRTUAL LIVE AUDIENCE – ACCESS CODE ONLY ticket type. Click the ALREADY HAVE ACCESS? LOGIN WITH YOUR ACCOUNT. button and login with your email address and password, then enter the access code provided.

Once the virtual live audience loads, please check the box agreeing to our terms and conditions, and click CONTINUE. A pop-up will appear asking for permission to use your device’s camera and microphone. Be sure to allow access so the artist can see and hear you in the venue.

Tickets purchased for VYE events are limited to one stream per household, and on one device at a time per household. By attempting to stream on a second device or from a second location, the first device/location will be disconnected. Be sure to register and purchase a separate ticket for each device on which you plan watching the event stream.

You can enjoy a VYE event on a PC, laptop, tablet, or phone, with some smart TVs supported. Most fairly new devices will have no issue. We recommend you check your phone provider to verify you have the latest version of one of the following browsers on your phone.

  • Chrome for Android
  • iOS Safari

Virtual Live Audience is only compatible with a computer, laptop, or tablet.

If you’re unable to view the stream, it is likely a localized problem related to your browser settings, device software, or other user-specific problems we unfortunately are not able to individually troubleshoot.

However, we suggest you try the following:

  • Refresh your browser page (ideally, hard refresh by pressing CTRL +F5).
  • Clear your browser’s cache and cookies.
  • Access the website via private/incognito mode.
  • Make sure you aren’t accessing the website via an in-app browser (e.g., clicked a link in an app).
  • Restart your computer or device.
  • Try using a different browser (Chrome, Mozilla, Safari, etc.).
  • Try using a different device.
  • Make sure you are not using a VPN.
  • Try using a different network like another WiFi connection, 4G or a Hotspot.

We use cross-site tracking on our website. This is to allow access to our streams embedded within the page.

By default, Apple’s Safari browser prevents cross-site tracking and sometimes prevents you from accessing our streams.

This setting controls whether Safari makes some information available to pages embedded in other pages (like our video streams).

If you are using Safari, this setting is easy to disable. You can also easily re-enabled the setting after using our website by reversing the process outlined below.

On MacOS:

  1. Open Safari Preferences by clicking on the “Safari” menu on the left of the menu bar, and clicking on “Preferences”, or by pressing “⌘,”.
  2. Click on the “Privacy” tab.
  3. Uncheck the “Prevent cross-site tracking” check box.
  4. Close the Preferences window and reload the page if necessary.

On iOS/iPadOS:

  1. Open Settings.
  2. Open the Safari section.
  3. Under the “Privacy” heading, make sure the “Prevent Cross-Site Tracking” switch is off.
  4. Return to the Home screen, open Safari again, and try loading the page again.

If you’re having an issue with streaming quality, the issue is likely a localized problem related to your internet bandwidth, video codec issues, or other device or user specific problems we unfortunately are not able to individually troubleshoot.

However, we suggest you try the following:

  • Refresh your browser page (ideally, hard refresh by pressing CTRL +F5).
  • Disconnect anyother devices connected to your network, and disable all background applications currently running on your device in order to improve your connection speed.
  • Clear your browser’s cache and cookies.
  • Access the website via private/incognito mode.
  • Try using a different browser (Chrome, Mozilla, Safari, etc.).
  • Try using a different device.
  • Make sure you are not using a VPN.
  • Restart your router.
  • Restart your device.
  • Try using a different network like another WiFi connection, mobile network, or a hotspot.

Please make sure you are using a supported browser such as the latest version of Chrome, Firefox, or Safari, and that audio is working for all other functions on your device.

Absolutely. You can enjoy a VYE event on a PC, laptop, tablet, or phone, with some smart TVs supported, regardless of where you’ve made your purchase originally. However, you can only watch on one device at a time.

Virtual Live Audience is only compatible with a computer, laptop, or tablet.

Smart TV compatibility with a VYE event largely depends on the model of your smart TV.

Certain models will allow streaming without any issues; however others might not, which is why we recommend watching a VYE event on a computer, laptop, or tablet.

Virtual Live Audience is only compatible with a computer, laptop, or tablet.

Unfortunately, due to the sheer number and variations of smart TVs and smart TV software, we are not able to individually troubleshoot issues.

To stream on a smart TV, use the TV’s browser to visit vye.live, visit the page for your event, log in, and watch the stream just like on your computer or tablet.

As an alternative to your TV’s default browser, you can also try the Puffin TV browser app, which may work in cases where your TV’s default browser does not work. Of course, you would need to have a TV that supports the installation of new apps to install Puffin TV.

Please note that Samsung’s Internet TV browser does not support streaming video. Please use a streaming device or airplay if available.

Additionally, by using an add-on product, such as AppleTV, Chromecast, or Amazon’s Fire Stick, you may be able to access the event without a Smart TV. Likewise, you would use the device’s browser to visit vye.live, visit the page for your event, log in, and watch the stream just like on your computer or tablet.

Some streams may have the option to “Cast” to a Chromecast device, but unfortunately we cannot guarantee that be the case.

Finally, if your computer has an HDMI output, you can run a cable from your computer to your TV.

Many VYE events are available to ticket holders for a limited period of time after the livestream performance. Tickets can be purchased before, during, and during the available time frame after the event as well.

However, just like any other live concert you’d attend at a venue, we are unfortunately unable to issue refunds for those who missed the stream during its advertised availability. Unlike in-person events, though, most of our events can be viewed for a designated time period after the show has ended!

If you have any questions about availability, contact us using the HELP button at the bottom left of the page to contact us via chat or email help@vye.live and we’ll be happy to help.

No worries! Contact us using the HELP button at the bottom left of the page to contact us via chat or email help@vye.live and we’ll be happy to help.

DIDN'T FIND AN ANSWER TO YOUR QUESTION?

Send us an email at help@vye.live or use the chat option at the bottom left of the screen.

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