FAQs - English

Frequently Asked Questions


1. How do I create a VenewLive account?

A. On top right corner of VenewLive site, click Create Account.

B. When you are filling in the form, error message can occur for following reasons

a. Username/nickname is already taken by other user. Please choose a different username/nickname.
b. The password is not strong. It has to be at least 8 letters and include a number AND a capital letter.
c. The password is too similar to the email address. Please use a different password.

C. Once completed, you will be asked to verify your account via email. 
   See here for instructions to create your account: Creating VenewLive Account - VenewLive Support (helpscoutdocs.com)


2. How do I login and validate tickets from WeverseShop/Interpark Ticket? (For T-mobile, Moment House, Universe.com see below) 

A. Log in with your Weverse Shop account to on the concert page. Sometime auto login could be an issue, so please manually type in the email and password. 

B. Those who purchased through Interpark Ticket should also have a Weverse Shop account to proceed. Please download WeverseShop App from PlayStore or Apple Store and create WeverseShop ID

C. After logging into VenewLive for the first time, you must set your own nickname to use in the chatroom.

D. Click the Verify Ticket button in the middle of the concert page for the site that you have purchased the ticket

E. If you purchased the ticket on 'Weverse Shop,' click on confirm/purchase button to get your ticket verified.

F. Those who used Interpark Ticket should enter their Interpark ID and reservation number to authenticate. 
     > Interpark Korea buyers:
        Interpark ID + reservation number (alphabet T + number)
     > Global Interpark buyers:
        Interpark ID email + reservation number (alphabet T + number)

G. The "Enter" button is activated 1 hour before the performance, and clicking the button enters the venue. For your information, the count-down is for the enter button activation. Not to the concert start. 

H.  If you can log in to the 'Weverse Shop', but if you cannot log in to VenewLive, even if it's cumbersome, please capture and send the details of your ticket purchase and WeverseShop ID 


3.  How do I login and validate ticket from Moment House, T-Mobile, and Universe.com?

A. Step one is to create an account on VenewLive.com.

    Please choose your concert then press Go button to go to your concert page. 
    On top right corner, you will see Create Account.

B. When you are filling in the form, error message can occur for following reasons
    a. username/nickname is already taken by other user. Please choose a different name
    b. The password is not strong. it has to be at least 8 letters and include a number AND a capital letter
    c. The password is too similar to the email address. Please use a different password

C. Once completed, you will be asked to verify your account via email.
   See here for instructions to create your account:

https://venewlive.helpscoutdocs.com/article/10-creating-venewlive-account

D. After logging in, you need to validate your ticket.  Please press validate ticket for the correct ticket vendor. Validation process will not work if you choose a wrong ticket vendor. 

E. More importantly you have to use the email address which you have  purchased the ticket with on the ticketing site,(not the email address for the VenewLive account. and the access code that was provided.

F. After all process is complete, then you will see a check mark on the top right corner, and you are good to watch the show on time.

G. For your information the count-down is in your local time and it is counting down to Enter button activation. It will be 45~60 min prior to the actual show start.

H. Please follow above steps, and if you are still having problems please send us your ticket purchase information capture file rom the ticket purchase website to us.    

You can find more information on www.venewlive.com/support


4.  What should I do if I have video quality issues?

A. Please make sure that your network in your home is fast. If you suspect that your wifi network is slow, try using your cellular network or wired LAN network. Oftentimes, your provided network speed might be fast, but the Wifi setup/router is old or slow. Please make sure your minimum speed exceeds 20Mbps(30Mbps if the show supports 4K) to enjoy the show. 

B.  Next, please refresh your browser tab or restart your browser. Also please close not used applications and browsers

C. Try a different browser (Chrome, Firefox, Safari, Edge, etc).

D.  Finally, try switching devices. 

You can access more details on minimum system requirement on following link :  Technical Requirements - VenewLive Support (helpscoutdocs.com)


5.  How do I watch the show on TV?

If you are trying to cast your screen to your TV, please note that this may have inconsistent results and can sometimes create audio-video synch issues. Connecting a TV to your laptop will always provide the best results. Here are a couple of additional hints (more located here for various home entertainment systems): https://venewlive.helpscoutdocs.com/category/5-ticket)


6.   How do I request a change or a refund for my ticket purchase?

At VenewLive, we focus on the streaming part of the show, and we do not have authority to make any ticket changes or refunds. 

The company that sold the ticket (e.g. Universe.com, Moment House, T-Mobile, Interpark Ticket or WeverseShop) are responsible for any changes or refunds.

Please contact their customer support.


7.  Are there opportunities to watch a replay VOD version of the show?

Unfortunately, the show is a live stream so there is no VOD service. 

Please make sure you are watching the show on time. 

Certain shows have delay streaming feature.

If your concert supports delay streaming, the streaming time will be notified on your concert page. 

Delay streaming also requires to be watched on time, so please double check your local time for the streaming.


8.  Can the show be watched on multiple devices?

If it is not specified on the concert page only 1 device can be used per 1 ticket.  If more devices are connected, the first device will be logged out automatically. Therefore, please do not share your ID with others and make sure you are logged out from previously used devices/browsers.

If your concert does support 2 devices per 1 ticket, then people remote location can also log in and using different. type of devices are allowed (PC and PC, Mobile and Mobile, PC and Mobile) 


9.  How do I check my current status of my merchandise or make changes?

Venewlive is handling the streaming part of the show. 

Unfortunately, we do not have the authority nor access to the merchandise status.

Please contact the ticket vendor where you have purchased the merch bundle. 

Their customer support team will be able to help you with merch related inquiries.