FREQUENTLY ASKED QUESTIONS

Latest reported issues

VPN (Virtual Private Network):

Please be aware that our streams are protected against VPN. Switching your VPN off should resolve any issues whilst watching the show or purchasing the ticket.

Twitter:

Some users of iPhones have reported that you cannot see the streaming window and the ticket link via Twitter. We advise you to use Safari or Chrome

Amazon Fire Stick:

Amazon Fire Stick is not compatible with this streaming service.

Will the video play on my device ?

You can test if your device is compatible with our service by watching our free testing video here.

Do I have to register to watch content on this website ?

Registration is not required. You just need an up-to-date browser, an adequate internet connection (10mb+), an email address and payment card or PayPal.

How do I find a show to watch ?

Just browse through our confirmed events on the Shows page and follow the link to buy tickets. You can also follow us on social media to make sure you are notified of any new announcements.

How do I buy tickets for the show ?

As above, just browse through our confirmed events on the Shows page and follow the link to buy tickets. Please make sure you have your payment card or PayPal details available. Please make sure you got access to your PayPal email address or email address that you provided during the payment made by card. We cannot take responsibility for the tickets that have been sent out to the wrong address. 

How do I watch a live show ?

Once you have purchased your ticket, you will be sent an email with a unique password. This email will also contain a link back to the show page. 

To watch the show, follow the link, then enter your password in the Enter Password box below the Buy Ticket link. Please note that if you are using the same browser that you bought tickets it should automatically remember you and no password is needed. We recommend you enter your password no more than 1 hour before the performance starts and ideally around 15 minutes before. Alternatively, come back to our website around 15 minutes before the show starts and use the same links you used to buy tickets and then enter your password in the Enter Password box below the Buy Ticket link.

Once you have entered your password, you will see and hear the pre-show video to allow you to make sure your video and sound are working. This pre-show video starts at least 15 minutes before the show.

Is the show really live ?

Yes, everything is happening live.

How can I interact with the artist ?

When the artist requests it, our live streams have a chat room that starts 1 hour before the live broadcast. During the show, artists may ask you to get involved through the chat and social media by using hashtags (#). Chats, posts, tweets or photos may be displayed on the screen during the show and will be visible to the performers. Some performers may even take video calls during the shows!

I missed my show, can I use my ticket for any other show ?

No. However, most of our artists have an on-demand option to the live ticket so if you missed your live show you can still watch it later.

I decided I don’t want to watch the show. Can I get refund ?

No, sorry. Tickets can’t be refunded.

My stream doesn’t work !

We recommend the following steps to try to solve the problem:

Step 1: Check the connection to the network and that your internet service provider is working properly. Also check you have an adequate network speed to watch HD broadcast.

Step 2: Check you have used the correct password from your email ticket.

Step 3: Restart your internet browser.

Step 4: Make sure that your system and internet browser are updated to the latest version.

Step 5: Check your internet browser can play our test video here.

Step 6: Restart the device.

Step 7: Contact our video provider https://www.streamingvideoprovider.com/contact.html

I can’t watch due to the geo restrictions !

Some content might be protected by copyright in different regions of the world. Due to these restrictions we might be ordered by the owner of the license to disable access in some regions.

Can I record the show ?

Our streams are protected by end-to-end encryption and unfortunately, due to licensing restrictions, you can’t record any part of the performance.

Can I watch the show again ?

Most of the performers will leave their best shows available on our PPV (Pay Per View) service and many of them will add a free option for re-watching the show to the live ticket.

I want to advertise during your shows.

Contact us at stream@hpss.co.uk

I have a question that is not listed here.

Please email your question to stream@hpss.co.uk