Q: I received a 'Your ticket could not be verified' error. Please help!

If you receive a 'Your ticket could not be verified.' message then please follow these steps: <ul> <li>Make sure the ticket is only being used ONE device and browser tab at a time. Your ticket is only valid on one device, so please don't share it.</li> <li>Check that you're still connected to the internet.</li> <li>Make sure the device you're using to watch does not go to sleep - this could then stop the internet connection to our servers.</li> <li>If using a phone or tablet, make sure you keep the video window open at all times.</li> <li>Close all browser tabs and try again.</li> <li>If it's still not working, fully close your browser and <a href="https://www.whatismybrowser.com/guides/how-to-clear-cookies-browsing-history-and-cache/">clear your cookies</a></li> </ul> NOTE - Please keep the video page open at all times. Closing the page or turning off your device screen may disconnect you from our server and prevent playback.

Question 1

My video isn't playing. Help!

Accepted Answer

If the video isn't playing, make sure you've completed the following steps.

1. Refresh your browser.

2. Check you're running the latest version of Chrome, Firefox or Safari - we recommend using Chrome for the best experience.

3. If using an iPhone or iPad, make sure you're running iOS 10 or later.

4. Run a browser speed test- you will need a minimum of 2 Mbps to watch any video. For HD video will require at least 5 Mbps and 4K video will require a minimum of 25 Mbps to play smoothly.

5. Logout and restart your browser.

NOTE - Please keep the video page open at all times. Closing the page or turning off your device screen may disconnect you from our server and prevent playback

If the above steps have not resolved the issue please email support@onjam.tv and the OnJam support team will happily assist you.

Question 2

How do I watch the show on my TV?

Accepted Answer

Please ensure you're using a compatible device and the Chrome web browser and that you have either a Chromecast dongle or it's built into your TV.

Ensure your device is connected to the same Wi-Fi network as your TV. If you're using a Wi-Fi extender this may prevent casting from working, and we suggest connecting directly to the router instead.

How to cast

During a broadcast, you won't be able to start casting until the stream begins playing.

Once the stream starts playing, click on the 'cast' button.
A menu item will appear asking you to select a device to connect to.

NOTE - Please keep the video page open at all times. Closing the page or turning off your device screen may disconnect you from our server and prevent playback.

We currently don't support Chomecast or Airplay from an iPhone or iPad due to an Apple restriction. Some 3rd party casting apps may work, depending on your device.

Question 3

I received a 'Your ticket could not be verified' error. Please help!

Accepted Answer

If you receive a 'Your ticket could not be verified.' message then please follow these steps:

Make sure the ticket is only being used ONE device and browser tab at a time. Your ticket is only valid on one device, so please don't share it.
Check that you're still connected to the internet.
Make sure the device you're using to watch does not go to sleep - this could then stop the internet connection to our servers.
If using a phone or tablet, make sure you keep the video window open at all times.
Close all browser tabs and try again.
If it's still not working, fully close your browser and clear your cookies

NOTE - Please keep the video page open at all times. Closing the page or turning off your device screen may disconnect you from our server and prevent playback.

Question 4

What is OnJam, and how does it work?

Accepted Answer

**What is OnJam? ** OnJam is where artists perform, connect with fans and make a living online.

We're a business committed to bringing performers and their fans closer together. We believe that artists should be able to earn a living (not a pittance) performing online, manage and communicate with their supporters and fans directly, and stream or showcase their filmed shows in high definition. We believe that people should be able to watch shows from anywhere in the world.

How does OnJam benefit artists? OnJam connects artists, creators and venues with their fans or supporters all over the world.

We provide all the infrastructure to host and monetise your online concerts or performances:

High definition video streaming that's free and easy to use
The tools to monetise your online shows and videos without the admin hassle: flexible ticketing, authenticated access, secure online payments, automated access emails for your audiences…
Artist dashboard and interactive features to grow and directly engage with your global fans and supporters now, and in future

How much do artists earn with OnJam? Artists, creators or venues (basically anyone making a show) set their own pricing. They earn eighty-five percent (85%) of revenue minus payment processing fees, which typically come to 1-3%, depending on the size of the transaction and where in the world the fan is paying from. OnJam takes a cut of 15% to cover video and streami

Question 5

How is OnJam different to using Zoom or YouTube/Vimeo and doing my own ticket sales?

Accepted Answer

OnJam provides a free, integrated service for high quality video streaming and secure, authenticated payments for access.

This means:

You’ll look and sound significantly better than Zoom or YouTube. We stream in HD / 4K video and with 320 Kbps audio
You won't pay anything to use OnJam's ticketing or video streaming services. OnJam does not charge you for uploading or streaming videos
You'll have more control over how you monetise your videos and livestreams. With OnJam, we've made it easy to create multiple tiers or types of tickets at different prices (minimum is £5), do 'pay what you want,' group shows together to form a series, offer special discount codes to your top fans, make your beautiful performance films available to watch on demand so you can earn money as you sleep… and more
Ticket-holders can’t just forward the link to somebody who hasn’t got a ticket
People can buy a gift ticket for a friend or family member, and it will be similarly secure
You'll get paid faster because we don't hold your money. Payout times depend on our payment processing partner and are typically 1-5 days
Once logged in, OnJam audience members can see all their shows in one place (no more hunting through your inbox!) and OnJam artists get a dashboard with their latest sales and fan activity

That’s not to mention all the other bells and whistles OnJam provides…

Question 6

Who is behind OnJam, and why are they doing this?

Accepted Answer

Emily Ingram and Liam Mclaney founded OnJam in January 2021 and we work with a bunch of fantastic freelancers in engineering, branding and production.

We’re tired of boring and fuzzy livestreams, poor audio quality and artists not being able to earn meaningful money performing online… and have decided to change things.

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