FAQ

  • How can I access a live stream event that I have purchased?

    When a customer purchases access to a stream, they will be given a unique Live Stream URL. You can think of this URL as a virtual ticket. 
     
    The Live Stream URL is given to customers on the webpage that follows a successful purchase. 
     
    As a backup, our ticketing system also emails the Live Stream URL to customers. This email is sent from Live@Birds using the email address tickets@birdsbasement.com . If you don't find the email in your inbox, please check your junk folder and any other email folders you might have. 
  • I can't find my Live Stream URL, can I login to find it?

    No. Customers can't currently log in to access their Live Stream URL. We recommend looking for your purchase email. If you don't find the email in your inbox, please check your junk folder and any other email folders you might have.

  • I deleted my Live Stream URL email by mistake, can you email to me again?

    Sorry, Live@Bird's doesn't offer customer service. If you don't have your Live Stream URL, your best option is to purchase another ticket. 

  • I can't find my Live Stream URL, can I login to find it?

    No. Customers can't currently log in to access their Live Stream URL. We recommend looking for your purchase email. The email is sent from Live@Birds using the email address tickets@birdsbasement.com . If you don't find the email in your inbox, please check your junk folder and any other email folders you might have. 

  • When I try to access the stream, I see the message "Your ticket has already been validated on a different device. You will need to return to that device to continue viewing this live show". How can I access the live stream?

    Validating your ticket is the digital equivalent of having your ticket ripped at a physical venue. Customers can validate their ticket on their Live Stream URL by

    • Logging in
    • Entering an SMS code
    • Entering an Email code

    If you see that message, it means that you have already validated your ticket on another device (or browser). We recommend returning to the original device and browser you used to Validate your ticket.

    If you see that message on the device and browser you used to validate your ticket, then, unfortunately, you won't be able to access the show without purchasing an additional ticket.

  • Can I change devices or browsers?

    If you haven't validated your ticket, you can open your Live Stream URL on another device. 
     
    If you have validated your ticket, you can disconnect from your device by clicking the Disconnect Device" button at the bottom of your Live Stream page. 
  • How can I watch the show on my TV?

    The answer to this question depends on your specific hardware. You might be able to:
    1. Plug your computer into your TV (using a physical cable) 
    2. Cast to your TV (see https://www.makeuseof.com/tag/how-to-use-chromecast/ )
    3. Use Apple AirPlay (see https://support.apple.com/en-au/HT204289 )
  • What are the time zones of your showtimes?

    Our shows are broadcast in Melbourne, Australia's time. Generally, this is Australian Eastern Standard Time (AEST). At some parts of the year Melbourne's time zone changes to Australian Eastern Daylight Time (AEDT). 

  • I'm busy at the time of the show. Can I purchase a ticket to watch a show later?

    Our shows are live streamed at the session time. You can't watch the show later. 
  • I'm having trouble with the video playback. Can you help?

    Live@Bird's uses a state of the art video player. If your video isn't playing back smoothly, we recommend:
    • Disconnecting other devices in your house from your WiFi Network
    • Pausing other downloads on your internet connection
    • Pause the video for 20 seconds and then click play. 
    • Checking that your software is up to date including your browser, operating system(s) and router firmware. 
    To keep ticket prices low, Live@Bird's doesn't offer technical support. 
  • I purchased a ticket and couldn't watch the show. Can you send me a link?

    Sorry, our system is designed for broadcasting at the specific session time. We don't have the infrastructure for you to watch the show later.