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TROUBLESHOOTING

Need help with setup,
or have ticket issues? 

​Use our interactive FAQ-section below to find the answer you need, or try out the FAQ search bar.

  • What's an IMAGIEN show?
    Our shows let's you connect your TV to a multitude of devices in your home - and make you in control of the show. You can move around, go backstage and choose what to see. All devices are connected and in real time sync. A recommendation is to use your main screen, your TV, for the show. And use other devices such as your phone or tablet to go backstage and access other content. But you are free to do as you wish - start explore! Remember - our shows are aired live and only accessible on a specific time.
  • What do I need to watch a show?
    You need a ticket for a show, from one of our show production partners. We recommend watching our shows on a big TV with great sound, and connect your phone and other devices to control the show and access more content.
  • What devices do I need?
    The IMAGIEN apps are available for mobile apps (iPhone and Android), Apple TV, Android TV OS and Amazon FireTV. These platforms are used by many TV suppliers all over the world. If you want to make sure that the IMAGIEN app is available on your TV - the easiest way to do this is to open your TV's app store and search for "IMAGIEN".
  • Where can I get tickets?
    You can only find tickets from any of the show production partners that we work with. You will not find tickets on the IMAGIEN webpages. So look out for IMAGIEN events on your favorite show's own channels.
  • What payment methods do you support?
    We support most credit cards, Google pay, Apple pay and Paypal. In specific territories we also add local payment methods. All payments are done with secure payment partner Stripe.
  • Didn't get a ticket after completed purchase?
    When you purchase a ticket we automatically send you a ticket email with your receipt, and information on how to download apps. Sometimes it takes some time for an email to get through, and make sure to look in your spam inbox. Still, if you can't find your ticket email, just reach out to us on support@imagien.com and we will help you out.
  • Is VAT included in ticket price?
    When you purchase tickets you will see the specific VAT amount, which is included in ticket price. VAT information is also included in your receipt.
  • Can I get a gift ticket?
    The best way to get a gift ticket is to purchase a ticket, and to use your friends email adress. The ticket email will be used when setting up devices at home.
  • Can tickets get sold out?
    Yes! All of our events have limited tickets. So make sure to get your ticket in time.
  • Have a gift ticket voucher?
    If you have received a gift ticket voucher for a specific event, you can redeem it on the specific event page. Look out for "I have a gift ticket" on the page.
  • Do you have a promo code or coupon?
    If you have a promo code or coupon for a specific event, you can use that code in ticket payment step. Be aware that sometimes codes have a time limit, so make sure to use it while it's active.
  • Ticket purchase timed out?
    Once you start purchasing a ticket, we reserve it for you in 10:00 minutes. After that the ticket is released and you have to start over again.
  • Will I get a receipt?
    Yes. Once you have completed a ticket purchase, we send out your ticket email and receipt. Look out for ticket emails from noreply@event.imagien.com.
  • Downloading apps
    The easiest way to download apps is to use the device you want to watch the show on - and access that device's app store. Search for the "IMAGIEN" app. Our apps are available on: iPhone iOS Android mobile Apple TV Android TV OS / Google TV Amazon FireTV
  • Using our mobile app - for iPhone and Android phones
    Your mobile app is the starting point for connecting TV and devices to the show. Have your ticket ready and download the IMAGIEN app to your iPhone or Android phone.
  • Setting up your TV
    Your TV is the best screen to watch the main show content. The IMAGIEN app is available on many TVs that use FireTV, Apple TV or Android TV / Google TV. Use your TV and open your TV's app store. This will be slightly different depending on what TV model you have. Search for the IMAGIEN app Download the app and continue your device setup. Didn't find the IMAGIEN app? Then you may have an older TV not supported by Imagien, or a TV model where our app is not yet available. If you have a ticket and cannot use it on your TV, please reach out to us on support@imagien.com.
  • When can I watch a show?
    All our shows are aired live, and has to be accessed at the right time. You find information about the shows airing time on your ticket email. Once the show is over, you can't access it again.
  • Where can I watch a show?
    The shows are only accessible in the IMAGIEN apps
  • Can I invite friends or my family?
    Yes, bring them to your home! Each ticket allows 3 different devices, so they can join in on the show.
  • Do I need a VR headset?
    No, the IMAGIEN show is available for TVs, mobile phones and tablets. It's not a VR-experience.
  • Connect a computer or laptop to a TV
    The IMAGIEN app is available on many TVs that use FireTV, Apple TV or Android TV / Google TV. Use your TV and open your TV's app store. This will be slightly different depending on what TV model you have. Search for the IMAGIEN app Download the app and continue your device setup. Didn't find the IMAGIEN app? Then you may have an older TV not supported by Imagien, or a TV model where our app is not yet available. If you have a ticket and cannot use it on your TV, please reach out to us on support@imagien.com.
  • What is the IMAGIEN system requirements?
    We recommend use of a modern phone (iOS or Android) We also recommend an internet broadband connection with at least 35 Mbit/s. Use a modern Smart TV based on Apple TV, FireTV or Android TV
  • What speed do my internet broadband connection have?
    For the best experience, we recommend at least 35 Mbit/s. You can test your broadband capacity at Speedcheck.org
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CONTACT US

We’re here for you

If you have further questions about the Imagien app, your setup or ticket, please send a message to our tech team and we will help you out.

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