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For audience members and fans
My video isn't playing. Help!
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 r
How do I watch the show on my TV?
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
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: 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 op
I am in a different timezone, so how do I know when a livestream begins?
All of OnJam’s live events are listed in the local time of the host, we will display the time zone against each event. You will also receive reminder emails 24 hours before and 1 hour before to make sure you don’t miss anything.
I'm new to OnJam. How does it work for audience members?
OnJam is built to bring artists and fans closer together. We hope you’ll love supporting your favourite artists here and perhaps discover some new ones too! Step 1: Buy a ticket to a show ****If you like the look of a show, why not buy a ticket and support the artist(s)? Artists or creators set their own pricing, and the artist earns eighty-five percent (85%) of the revenue, minus any payment processing fees (1-3%, depending on the size of the transaction and where in the world you'
I purchased a ticket but never received a confirmation email. How do I access the show?
If you bought a ticket directly through OnJam but didn’t get a confirmation email, there are two possibilities: it’s sitting in your ‘junk mail’ folder or you mistyped your email address when placing the order. If you think this has happened to you, please email us at firstname.lastname@example.org and we will sort it out for you. If you’re new to OnJam, please create an account with the correct email address so we can make sure your ticket is displayed in your profile when you log
Can I give a ticket as a present to my friend or family member?
Yes, and we encourage it! When you check out, you’ll have the option to convert any of the tickets you’re buying into a gift. You’ll add the recipient’s name and email address, and have an option to write them a personalised message. Why not watch a performance together, or gather a group of friends for a night of entertainment? Please note a ticket bought with OnJam can only be used on one device at a time, so if you want to watch on multiple devices you will need multiple tickets.
What web browsers do you support?
We support the latest versions of Google Chrome, Mozilla Firefox, Safari and Edge. Please note, the streaming and ticketing will not function in older versions of these browsers or in Internet Explorer. If using an iPhone or iPad you will need to use iOS 10 or above.
Chromecast not playing smoothly
Some of the shows are filmed in 4K and that can cause problems as not all Chromecast receivers fully support 4K video. Casting 4K also uses a lot of data, so it can be affected if other people are streaming at the same time on the same WiFi. One possible fix is to manually switch the video from 4K to a lower resolution, e.g. 1080p Full HD. First stop casting. Hover/tap the video the control bars should appear at the bottom of the video player. Click the 'cog' icon on the bottom-right