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Welcome to Weverse Concerts Support

FAQ (English)

  • Updated
  1. How Do I Buy a Ticket?
    All online tickets are available for purchase on the Weverse Shop. You may also go to the concert page (https://concerts.weverse.io/xxxx), click “BUY TICKET” on the top right to go to the Weverse Shop and purchase tickets accordingly. Before purchasing, please make sure to check the system requirements and the policies on purchases and refunds.


  2. How To Login
    • Go to the concert event page (ex, https://concerts.weverse.io/events/xxxxx)  for the concert you purchased a ticket for and click login on the top right of the page
    • A  Weverse Shop login popup will appear, and you will be asked to log in with the Weverse Shop account email and password used to purchase the ticket. If you have multiple Weverse Shop accounts, you must log in with the login account and password used to purchase the ticket.
    • If you purchased a ticket with an Apple Social account, please click on the Apple logo at the bottom of the login window, and log in through your Apple Social account. If you do not, your ticket will not get validated.
      • Note: If you are having issues logging into your Weverse Shop using saved login information, try manually typing in your email and password. 
    • After successfully logging in, click “VALIDATE TICKET” on the right side to validate your ticket purchase.
    • You can access the event using your Weverse email account (xxxxx@xxx.xxx) used to purchase the ticket in the following order. 
      • Open up the browser of your choice, such as Safari, Chrome, Edge, Firefox, on a viewing device (cellphone, tablet PC, computer, etc)
      • Insert the concert page address on the browser address bar (ex, https://concerts.weverse.io/events/xxxxx) and go to the page
      • Click the Login button at the top right and move to the Weverse login page. 
      • Log in with the Weverse email account  (xxxxx@xxx.xxx) used to purchase the ticket.
      • Type in the username you want to use in the chatroom. If the username already exists, you cannot move on to the next step. Please choose a different username.
      • Click on “VALIDATE TICKET” to validate your ticket.
      • Click on “ENTER” to enter the live streaming.

Common Issues:

  •  If you have multiple Weverse Shop accounts, you must log in with the Weverse Shop account (email, password) used to purchase the ticket. If you do not, your ticket will not get validated.
  • If you delete your Weverse Shop account, you will not be able to validate your ticket, view the streaming, and restore your purchases, so please approach with caution.
  • If you're seeing a black screen, your OS or browser (Safari, Chrome, Firefox, Edge, etc) version may be outdated and unsupported. Please update the OS and browser to the latest version and try again.
  • If you’re logging in through a clicked link on social media, you may not be able to log in. In this case, open up your internet browser (Safari, Chrome, Firefox, Edge, etc), enter the concert address (ex: https://concerts.weverse.io/events/xxxxx) in the address bar, and log in. Depending on the device’s settings, the login process may not proceed. For this issue, try logging in on a different device using other internet browsers (Safari, Chrome, Firefox, Edge, etc).
  • If you do not remember your password, please click on “FORGOT PASSWORD” on the login window, reset your password, and try logging in with your new password.
  • If your ticket is not getting validated, turn off the Wi-Fi and try connecting through the LTE network to validate your ticket. Certain Wi-Fi networks may not support encryption.
  • After validating your ticket, if you do not see the “VALIDATE TICKET” button on the right side, please check to see if the time setting on your device (laptop, PC, etc) is correct. If it is not, please refer to the GPS time of your mobile device and reset the time.
  • The “ENTER” button will be activated 20/30 minutes or 1 hour before the start of the show. Please check the button activation time in advance by referring to the concert event page.
  • If you continue to fail with logging in or validating your ticket, please email concerts.support@kiswe.com  with a brief explanation of your issue, along with your ticket order number, type of device, OS version, internet browser version, and Weverse Shop account ID. 
  1. Which OS and internet browsers are supported for viewing?
    HD Playback
    • OS
      • PC: Mac OS 11+ / Windows 10+
      • Mobile: iOS 15+ / Android 10+
    • Browser
      • Chrome 107+ / Safari 14+ / Firefox 96+ / Edge 97+
    • Internet Speed
      • For the best possible viewing experience, please ensure that your internet speed is at least 20 Mbps or higher. Variances in your local network and other external factors may impact your viewing experience even if your speed is typically 20 Mbps or higher.

4K Playback

  • Hardware
    • 4K & UHD Playback supported Smart TV (If directly connected) or monitor (High-Speed HDMI Cable connection needed)
    • iPhone 6S or higher
    • 4K & UHD Playback supported Android device
  • PC Graphic Card
    • NVIDIA GeForce GTX650, AMD RX460, Intel HD Graphics 510 or higher
    • Other 4K & UHD Playback supported graphic cards
  • Browser 
    • Chrome 107+ / Safari 14+ / Firefox 96+ / Edge 97+
  • Internet Speed
    • Must be at least 30 Mbps or higher 
  • Mirroring is only possible when using Chromecast or Apple TV 
  1. After purchasing a ticket and logging in with my Weverse Shop Account, I clicked on the “VALIDATE TICKET” button, but it did not validate. 
    • Ticket validation will not be processed if the Weverse Shop account used to purchase the ticket and the Weverse Shop account used to log in to the concert page do not match. You must log in with the same Weverse account (email, password) used to purchase the concert ticket to validate your ticket.
  2. I purchased the ticket and have logged on, but I can’t enter the show.
    • After logging in, click on the “VALIDATE TICKET” button. Only when the ticket is validated, the “ENTER” button will be activated.
      Ticket validation will not be processed if the Weverse Shop account used to purchase the ticket and the Weverse Shop account used to log in to the concert page do not match. You must log in with the same Weverse account (email, password) that was used to purchase the concert ticket to validate your ticket.
    • After validating your ticket, if you do not see the “Enter” button on the right side, please check to see if the time setting on your device (laptop, PC, etc) is correct. If it is not, please refer to the GPS time of your mobile device and reset the time.
    • Once your ticket has been validated, you will see the image below.


  3. How do I change my username?
    You can check the username that you created on the upper-right-hand corner of the concert page, as shown in the below image, and you can change your username by clicking on the “Change Username” button before the concert begins (Before the “ENTER” button is activated). However, you cannot change your username once the event has begun.
  4. How can I watch the show on my TV?
    If you have airplay/chromecast installed, you will able to connect your phone/computer to your TV. Or you may connect your mobile phone/computer to the TV via HDMI cable (I’m sure you need an adapter on your phone (c-type to hdmi)).  Please refer to the instructions below.

[Connecting via HDMI]

  • You can connect your mobile / tablet PC / PC to your TV or monitor using an HDMI cable.
  • Make sure your TV or monitor supports a high-speed HDMI cable.
  • When your TV or monitor is connected, make sure your mobile device's “Auto Rotation Lock” is turned OFF and make sure auto-rotation is enabled. If it is not, you will not be able to watch the concert in full screen. 
[Using a Smart TV]
  • As not all Smart TVs are supported, this process may depend on the type of television used. If you are trying to use a Smart TV to watch the event, we recommend testing out the TV as soon as virtual doors open before the live event begins to ensure it works for your specific TV. 
  • Note: If you are using a Samsung Smart TV, the TIGEN and Samsung browsers aren’t officially supported on this platform. If your TV uses either of these browsers, we recommend using Chromecast, HDMI, or AirPlay to view in full screen. 
[Google Chromecast]
  • On an Android device 
    • You need the following to cast to a larger screen:
      • Chromecast, Chromecast Ultra, or a TV / Streaming device with built-in Chromecast
      • Your mobile device must be on the same Wi-Fi network as the Chromecast device
    • After Entering the event, tap the video player
    • Tap the “Cast” icon.
    • Use the “Cast to” device selection panel to select which device you’d like to cast to
    • You should now begin casting on your desired screen. To stop, tap the “Cast” button again
  • On a Computer
    • You need the following to cast to a larger screen:
      • Chromecast, Chromecast Ultra, or a TV / Streaming device with built-in Chromecast
      • Your computer must meet the minimum system & internet requirements (see event page for more info on system requirements). Both devices must also be connected to the same Wi-Fi network.
    • Cast from Google Chrome:
      • After entering the event, move your mouse to the video player. A set of controls will appear in the bottom right corner of the screen.
      • Click the “Cast” icon.
      • A popup will appear in the upper-right corner of the tab, and you will be able to choose which device to use for casting
      • Once selected, you should now see casting begin on your desired screen. 
        • If Chromecast is already in use, the contents displayed on the TV will be replaced with your contents.
      • To stop casting, click the “Cast” button again

PLEASE NOTE: Casting from the “Customize and Control” menu in Google Chrome will not work. Casting must be initiated from the controls inside the video player itself, as outlined above. 

[Apple Airplay]

  • On an iOS device
    • Connect your iOS device to the same Wi-Fi network that the Apple TV or Airplay-enabled device is connected to
    • After entering the event, tap the video to load the video player controls
    • Tap the “Airplay” icon to bring up the AirPlay selector menu
    • Select the device in the Airplay menu you wish to connect to, and tap it
    • Airplay should now begin casting the event to your Apple TV or Airplay-enabled device. 
    • To stop AirPlay, tap the “Airplay” icon again in the video player controls, and select your device at the top of the Airplay selector menu list.
  • On a Mac 
    • NOTE: AirPlay on Mac will only work from the Safari web browser
    • Connect the Mac to the same Wi-Fi network that the Apple TV or AirPlay 2-enabled smart TV is connected to.
    • Click on the AirPlay icon in the video player controls
    • Select the Apple TV or AirPlay-enabled device in the list by checking the box next to it
    • If prompted for a 4-digit code, enter the code displayed on your Apple TV or AirPlay-enabled device in the box that appears
    • The event should now begin AirPlaying to your device. 
    • To stop AirPlay, click the AirPlay icon again, and select your device at the top of the Airplay selector menu list.
  1. Can I re-watch the show after the live screening has finished? 
    • A VOD service is not provided in the product package, but customers who purchased the online live streaming package can access the Delayed Single-View Streaming after the live event is finished. For more information, please refer to the notice on the event page.
    • “Delayed Single-View Streaming” is a replay event of the main event’s live stream.
    • “Delayed Single-View Streaming” will be broadcast in HD Single-View only.
  2. What is the maximum number of devices that can be simultaneously accessed?  
    The number of devices that can be simultaneously accessed differs with each event. For more information, please refer to the notice on the event page.
  3. How do I choose the video quality?
    The video quality of your stream is automatically selected based on your internet speed. If you would like to manually change your stream’s resolution, you may select it on the bottom right of the video player, but you may experience stream interruptions if your internet connection is not fast enough for the selected video resolution. For iOS devices, the option to change video resolution is not available due to Apple policy. The video resolution will change automatically depending on the connected internet speed.
  4. Choosing Subtitles
    Click the subtitles icon on the bottom right of the video player, then select your desired subtitles. If you do not select it, no subtitles will appear.
  5. Choosing the language on the page
    In the upper right corner, there is a Language Settings drop down menu to choose the desired language. Korean, Japanese, English and Chinese are currently supported.
  6. Multi-View (Camera Angle) Selection
    There are two different ways to access the Multi-View camera.
    You can click on the Cam button at the top of the video player or click on the screen you want to watch on the “ALL” screen.
  7. Virtual Light Stick
    During the show, you can cheer on the performing artist by tapping on the virtual Light Stick at the bottom of the chat window. However, Light Sticks that use Bluetooth to connect are not supported. 
  8. Can artists read the messages written by users in the chat window?
    Yes, they can.
  9. I want a refund for my ticket.
    Please refer to the refund policy of Weverse Shop or the event information regarding ticket refunds on the event page (ex, https://concerts.weverse.io/events/xxxxx)
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