Access Experiences Ltd now runs this service.

Access Experiences Ltd now runs this service.

Help us improve the app for everyone

I've got an idea for an improvement

We always love to hear new ideas; the best ones often come from the people using our apps.

Why can't I comment on the Fan Wall?

If you are unable to comment on the fan wall in the app it is probably because you have a free account. Only Premium paid users can post text, photos and videos to the fan wall. 

How will I know when an artist is about to do a live broadcast?

Don’t worry, you won’t miss out! You’ll receive a notification to let you know that your favourite artist is live now or has scheduled a broadcast for 1, 5, 10 or 30 minutes. Just make sure you have y...

How do I watch video from the app on my TV?

Depending on your phone you should be able to "Cast" to your smart TV. The settings for this are not in the app, but instead in the phone's settings. Please consult your manufacturer or search the int...

Why are apps only available for users that are 17 years or older?

Both Apple and Google have strict policies on how they publish apps. Because our apps have access to external links, such as links to tickets and merchandise, Apple and Google automatically enforce a ...

Why can I not comment during live broadcasts?

Commenting during live broadcasts is often blocked to free users. You can upgrade your membership at any time either via the in-app subscription or in the web app.

I forgot my password. How do I get in to the app?

If you don't know your password, open the app and click "Log In". On this page, there is a "Forgot password?" link. Click the link and follow the instructions. This will allow you to choose a new pass...

I missed a live broadcast. Will it be available again?

If you missed a live broadcast sometimes you'll find it in the Archives Video section of the app. If it's not there it is because it hasn't been made public. This is a choice for the app owner.

How do I add my profile picture in the app?

If you didn’t add your photo when you registered or if your profile picture needs updating just log in to the app.

How do I cancel my subscription?

Cancelling your subscription is different depending on how you subscribed.

How do I contact the artist?

Try contacting the artist by @mentioning

I've upgraded to Premium but I still can't access premium content

Sometimes there is a chance that things don't go to plan. We rely upon all of our systems talking together, including Apple and Google, in order to validate your status as a 

I ordered merchandise and have a question about my order.

If you ordered merchandise or have a question regarding your order, payment or delivery, please contact the company you bought from. All links in the app are to the artist's official merchandise selle...

I have a question about tickets for an event or concert/gig

Our app provides links to approved ticket sellers. We do not sell tickets directly. Please check where you bought your tickets and contact the ticket agent directly. Unfortunately we don't have the in...

How do I request a refund for my subscription?

Unfortunately, refunds are not available for subscriptions as content that is already Premium has been unlocked. To cancel and future payments please refer back to the way you paid.

How do I buy coins to spend within the app?

Coins are available in your wallet within the app.

How does Virtual Gifting work?

Virtual gifts can be given by any fan, Free or Premium to show appreciation and support for your artist.