A. If a customer cannot find the streaming code.

Inform the customer to check their mailbox.

After the purchase order, the customer receives an email from More.com with the subject:

"Order No XXXXX", with the sign in streaming code.

In case they cannot find their e-mail, inform them to check the “Spam/Junk” or “Offers” file in their inbox.

The streaming code appears in the order page and in e-ticket (under the ticket barcode).

Click here to see more.

In no case they cannot find the email, follow the steps below:

Type the customer's email or order code or phone number, in the search box on the top right of the teller page.

Once you find the customer's order you have the following options:

1. Confirm the email. If there is a spelling mistake you can change it, save it, and Re-send it.

2. Open the pdf and give them the barcode.

B. The customer cannot login to the streaming page.

Confirm with the customer all the following:

1. Does the customer use the correct streaming code (they might try with the e-ticket number or the order number).

2. Ask if they selected the "see online" button" from their order streaming page. If the customer tried through the online streaming page, be sure that they have chosen the correct page and day/hour in case of multiple events.

3. Be sure that they use the code within the viewing time limit that you have set in Teller (they might try earlier).

4. The code can be used only once. If another user already uses the same code, they will not be able to use it again.

C. If the customer has logged in to the streaming page but the video is not working.

If the video is not working:

1. Inform them to check their internet connection.

2. Inform them to check their browser settings.

3. Inform them to close the browser and try from another device.

Also, you must check if you can see your video from the Teller preview video page.

For example, on the following image there is not a preview option because the video has been set up as private, which means it needs a code for login.

In the video settings of the sharing platform that you used, you must have chosen your video visibility settings as private or hidden (e.g., from Vimeo platform (depending on the subscription): private / hide from Vimeo / only me and setup the video to play only for the domain: more.com.

D. The video gets stuck loading.

If the video is uploaded and the stream is working properly then there is a customer's internet connection issue. If so, they can do the following:

1. Lower the resolution from the video settings in the display window.

2. Inform them to close the browser and try from another browser.

If you want to check if a code has already been used, click here: