Can I watch this event on my TV using AppleTV, Chromecast, Amazon Fire, etc.?
Yes, see steps below! To take full advantage of the TV & interactive experiences, however, we recommend if you cast to your TV, you still also use a second device with a keyboard (e.g. phone, computer or tablet).
To cast to TV:
- From your iOS device via Airplay →View instructions here.
- From your Android device or Chrome browser via Chromecast -View instructions here.
If I refresh my screen for this ticketed event, will I be kicked out?
Nope! As long as you’ve entered your unique code and logged in, you can refresh all you want! If you get kicked out, just log back in using your account credentials you created during the code-entering process.
My code is invalid. What do I do?
Please double check that you are correctly entering your code, as it may be case-sensitive. Try the code on a separate device or browser as well, but if it still does not work, please contact us ASAP at https://uksupport.universe.com. Make your subject "Code Help –Glass Animals" and include your purchase confirmation number, plus the code you are trying to use, so we can help you as quickly as possible.
What if the stream cuts out or the link isn’t working?
First of all, please check your internet connection by visiting Fast.com (you should see at least 40 mpbs). Even if that is fine, try clearing your cache, closing all your apps on your computer/ phone or tablet, and ensuring that your internet browser allows pop-up windows to automatically open. If problems persist, we suggest you try a different internet browser or device. You can login using the same link and your login information on 1 additional device).
I entered my code and logged in, but now all I see is a page with music videos playing. Am I in the right place?
Yes, you’re in the right spot! The livestream does not start until the performance begins. Assuming you have tried to view the livestream at the right time, then please sit tight and the show should start at the advertised time! If the chatroom is open, feel free to hop in and get excited for the event with fellow fans.
What if I am late?
Just like any live event, this event is truly live so if you're late you could miss some of the event. If you are watching the first livestream concert, there will be a re-broadcast a few hours later (on the same page) so you can always try coming back for the next country's watch party if you're so sad you missed part of yours - but that might be a bit late for you 🙂
What is a Virtual Event Livestream Ticket Code?
Your virtual event ticket code is like your ticket to the show. Codes are non-transferable, case-sensitive, and are good for one-time use only on the event landing page.
How will I get my ticket code?
Within a few days of the event, you will receive your code and the instructions for where to redeem your code via email, either in a separate email or included in your order confirmation email. If you did not receive one, please check your spam and/or junk folder before reaching out to us for assistance.
How do I buy a unique code?
You must purchase a ticket to the virtual event livestream to receive your code to the event.
How many codes can I get with my purchase?
Every purchase is good for 1 code.
I purchased a Virtual Event Livestream ticket but am no longer available for the event. Can I get a refund?
Unfortunately this event is non-refundable. If there are extenuating circumstances such as a true medical emergency, please email us and we will try our best to take your request into consideration.
What if I missed the event?
If you did miss the event completely, unfortunately these events cannot be rescheduled. If there are extenuating circumstances such as a medical emergency, please reach out to https://uksupport.universe.com and we will do our best to accommodate.
Where is the event happening?
The event will be happening on Glass Animals’ website. You will be sent the live URL along with your unique code to enter the event. It will be easily viewable on any internet browser (mobile, web, tablet, computer, or TV with casting).
Can I Record The Event?
Audio or video recording on your own device is strictly prohibited. Knowledge of such actions, including posting a video of the stream Youtube after the event, can hurt your chances of being able to view or access virtual events in the future.
My video stopped working. What do I do?
Refresh the page and you will be brought back to the stream in real time and will continue viewing from where the video currently is. If the problem continues, check your internet, data capabilities and video settings on your device.
Can I fast forward or rewind the video?
You’re part of a live experience! Everyone is watching a live broadcast which means that there is no way to fast forward or rewind the video
How do I access the chat during the event?
Chatroom might not open until closer to the event time but when it does open up:
- On mobile -click the CHAT tab below the video player.
- On desktop -click the CHAT tab to the right of the video player.
What do I do if I have a question during the event?
You can ask your questions within the live chat tab.
I Got Flagged during the event, What Does That Mean?
You were flagged because of inappropriate behavior in the chat room. This may be because of violations of the Maestro Terms of Service you agreed to when creating an account on Maestro. If you feel you were wrongfully flagged or flagged by mistake, please email firstname.lastname@example.org.
I live outside the U.S., can I still watch this event?
Yes! Assuming your country doesn’t block the experience, our livestreams are available globally.
For any other questions, please see ourFAQs: https://uksupport.universe.com/
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