Experience FAQ

For questions about merchandise use merch@avatarmetal.com

For info on Fan Voting CLICK HERE

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  • I’ve purchased tickets to Avatar Ages. How do I watch it?
    • In order to access the streams, you will need to login to the account you created when checking out when you purchased your ticket at AvatarAges.com. Only one device may access an account to watch the stream event.

    • Each show will take place at 1PM PT, 4PM ET, 9PM UK, 10PM EU and will be available to replay to all ticket purchasers for 72 hours after initial broadcast on the same page you view the stream.

    • If you bought the Ages 4-show ticket, your ticket will be valid for ALL 4 SHOWS in the Impossible Concert Experience, if you bought a single show ticket, it will only be valid for the concert experience you purchased.

  • *MEET & GREET DETAILS: 
    Each call will last about 2 minutes and you’ll receive a video of your M&G after the call, along with the opportunity to take pictures during your virtual conversation.
    You will receive your M&G event information in a separate email from Arcivr LIVE - so be on the lookout for that email 24 hours before the meet & greet.
    You can check out what to expect from your virtual M&G here: https://www.arcivr.com/fan-tips
    CONTACT: hello@arcivr.com
  • Can I buy tickets for my friends?
    • Of course! Once you’ve purchased more than one item with a ticket included, please use the chatbox in the bottom right corner or email tickets@singlemusic.com with the artist name, show date(s) you purchased, & your friend’s email address and an account will be set up for them.

 

  • Can I watch the stream on my Phone or Tablet?
    • Yes, the player is HTML5, so as long as your phone supports HTML5 video viewing you can definitely use your phone or tablet.

 

  • How can I watch the stream on my TV?
    • One way to watch on your TV is to connect your laptop or desktop with an HDMI cable to your TV and open the livestream on your computer’s browser. Click HERE for a tutorial on connecting your computer.
    • Additionally, casting/airplay are options to connect wirelessly.
      • To watch a stream event, please ensure you have the following:
        • System Requirements: Windows 7 or higher, MAC OS x 10.6 or higher
        • Supported desktop browsers:
          • Google Chrome 45+
          • Mozilla Firefox 49+
          • Safari 10+
          • Microsoft Edge 15+
        • Supported mobile browsers:
          • Google Chrome 45+
          • Safari 10+ (IOS)
        • Internet connection: 10MBPS download speed is recommended. Please check your connection at Speedtest.net
      • NOT SUPPORTED
        • Samsung Smart TV’s (use Airplay where available), more info HERE
        • ROKU (use casting), more info HERE
        • Amazon Silk (use casting or firestick), more info HERE
      • When using a product like AppleTV, Chromecast or Amazon’s Fire Stick that also has a web app, you simply need to use the browser, navigate to the stream page, sign in and press play like normal

 

  • Will this stream be available for on-demand viewing later?
    • Yes, each stream will be available for 72 hours after initial broadcast.

 

  • I’m having problems with the quality of the stream, what can I do?
    • Automatic resolution is 1080p, however you many be automatically upgraded or downgraded depending on the strength of you internet connection. Make sure you have the correct system requirements and browser (see above).  If you are continuing to experience issues, please contact the chat box in the bottom right corner during the show.

 

  • Problems with logging in
    • We encourage all users to test their log in ahead of the stream to solve any issues ahead of time.

 

  • No Sound!
    • If the stream is working, but you have no sound first check to make sure the must button is off in the bottom corner of the player. If that doesn’t solve it, you may need to refresh your browser.  If that isn’t it, here are some troubleshooting articles specific to your operating system.
      • MacOS Audio Help
      • Windows 10 Audio Help

 

  • Problems with merch/bundle orders
    • Please contact apollomerchco@gmail.com with your full name, what you purchased, order reference number and email address used to purchase your merch/bundle, along with what you need assistance with.

 

  • International Shipping Duties and Taxes
    • Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices.  If duties and taxes are imposed on your order, they are due at the time of delivery.  Please consult your local customs office for more details about your country’s duties and taxes.
    • Per the terms of our return policy, please note that shipping arrangements and costs incurred to return items are the customer’s responsibility.
    • If you only purchased a virtual ticket, this does not apply to you.

 

  • I have another question!
    • No problem, we’ll have livestream support starting two hours before the event at the bottom right corner of this page or you can email us here.