FAQs and troubleshooting TMS broadcasts
If you are tuning into a TicketCo Media Services (TMS) broadcast and are experiencing some issues, such as the stream dropping out, no sound, or your reference code is refused, have a read below. If you want to know how you can view a stream or video, please read this article instead.
Please note that we do not recommend using Samsung native web browser to view a stream or video. You should rather use web browsers such as Google Chrome or Mozilla Firefox. You might have to change the settings on your device if the Samsung native web browser is your default browser.
Can I share my ticket with family and friends?
One ticket, containing a link and reference code, allows access to the broadcast for one device at a time. That is to say if person A opens the link/types in the reference code, then person B does the same, the stream will stop for person A. It is therefore very important not to share your ticket link or reference with anyone else (unless you are giving it to someone as a gift!).
Will the broadcast be available to view in my country?
Please contact the event organiser directly regarding this, and they will be able to assist you further. You can contact them by using the "Contact the organizer" button found on the event page, or by emailing them on the email address found on your tickets (next to the "i" symbol). You can find more information about how to contact the organiser here.
I am receiving error message "No compatible source was found for this media"
This likely means that you are trying to access the content on a device which is not supported. Please refer to our how to view article for more information about which devices are supported.
Can I watch the broadcast on my Roku TV?
Unfortunately the TicketCo TV app is not yet available to download on TVs using a Roku operating system. You can, however, use a Chromecast, Amazon Fire TV or HDMI to view. Please refer to our how to view article for more information about which TV operating systems and devices are supported.
I've lost my ticket / I never received my ticket
If you can’t find your email with your tickets, please check your spam or junk folder. If you still cannot find it, please use the FIND YOUR PURCHASED TICKET box found on the TicketCo page. You'll get a new email with your unique 5 letter code, which you then need to enter into the ticket ID field at ticketco.tv. You can also read this help article for more assistance.
I can't find a clickable icon in my email
Add TicketCo to your safe senders list so that all images and hyperlinks will be visible. There may also be a button at the top of the email, asking you to download all images. You should click yes to this.
The live stream page is not loading / frozen
Please try refreshing your browser, and if you are still having trouble, please try using a different web browser instead. It may also be worth trying to view on a different device. If the event organisers are experiencing an issue with their broadcast, they should inform you of this via an emergency technical issue message that will be visible instead of the streaming.
I can just see a countdown clock
This is normal! If you have logged in in advance of the broadcast, you will likely see a countdown clock. Simply stay tuned, and the broadcast will begin when the clock hits 0.
I've logged in but there is just a white play button
This is likely because you are viewing a "Video on Demand" event. You simply need to hit the little play icon, and the video should start.
The event should have started by now, is there a delay?
If you have successfully logged in, the countdown timer has hit 0, and nothing is happening, then this could indicate that the organiser is experiencing some technical difficulties. In most cases the organiser will display an emergency technical issue message that will be visible instead of the streaming. You could also try refreshing the page.
The quality of the broadcast is poor
This most likely indicates that the video player has reduced the quality of the broadcast due to poor or limited network connection. You can manually change the quality of the broadcast using controls inside the player. If you are still experiencing issues, try changing the browser and disconnecting other devices from your network.
I can't hear any sound
Please try selecting the volume icon inside the video player, and making sure that both this and your computer/TV sound is switched on. You can also try refreshing the page if you are still experiencing some issues.
I am receiving an error message that my reference code has no stream
This may mean that you have logged in a little too early! If you have entered your reference code on the TicketCo TV app on your Apple TV or Fire TV, then you may receive this error message. If you log back in from around 1 hour before the broadcast is due to start, then you should see the countdown clock.
I am receiving an error message that my Ticket ID is not recognised
This means you have entered an incorrect reference code. Please double check your code by referring to your tickets. Your code should be made up of 5 lower case letters. Please also make sure that you are entering a reference code for a streaming event (reference codes for other items such as programs, merchandise or snacks will not work).
Any other questions?
If you have any further questions relating to the broadcast content, ticket prices or how to view, please contact the event organiser directly, and they will be able to assist you further. You can contact them by using the "Contact the organizer" button found on the event page, or by emailing them on the email address found on your tickets (next to the "i" symbol). For more help regarding how you can contact the organiser, see here.