Support - Grape Livestreams

Support

FAQ

Your invoice may have been sent to your spam or junk folder.

If you are a Gmail user, your invoice may have been sent to your promotions tab.
Please check in the places highlighted red below:


If you still cannot find your invoice, you can request an email containing all of your access keys using the form below.

If that does not work, you may have entered your email address incorrectly when making your purchase. Send us a support query using the form below containing your correct email address and the name of the livestream/video you bought an access key for so we can resolve the issue for you.
Make sure that your key is correct before submitting.
We recommend copying and pasting your key or using the link included in your invoice.

Your key may be rejected if it is already being used on another device.
Please allow one minute before switching devices.

If you believe your key is compromised, you can regenerate it using the form below.
Click on the flag and select your country as highlighted below:

You may have entered your email address incorrectly. Try copying and pasting your email address or enter your details manually if you are using autofill.
Try refreshing the page. If the problem persists after several attempts, you can also try clearing your browser's cache. Otherwise you may be experiencing a hardware issue.
If the livestream is in a different time zone to you, you will need to compare the start time with the current time in the livestream's time zone. To view the current time in the livestream's time zone, find the listing on the Livestreams page and then click on the time zone as highlighted below:


If you have confirmed that the livestream's local time is past the start time, then we may be experiencing technical difficulties or delays. If we are unable to show the livestream on the scheduled day, you will be notified via email on how we plan to resolve the issue.

Chromecast


To use Chromecast with our streaming services, use your access key as instructed in your invoice on your device, then cast the webpage to your display. Details on how to do so can be found here:

PC users:
https://support.google.com/chromecast/answer/3228332?co=GENIE.Platform%3DDesktop&oco=1

Android users:
https://support.google.com/chromecast/answer/3228332?co=GENIE.Platform%3DAndroid&oco=1

Airplay


To use Airplay with our streaming services, use your access key as instructed in your invoice on your device, then mirror your screen to your display. Details on how to do so can be found here:

iPhone, iPad, and iPod users:
https://support.apple.com/en-us/HT204289#mirroriOS

Mac users:
https://support.apple.com/en-us/HT204289#mirrormac
Unfortunately, screen mirroring to a Chromecast device from an iPhone or iPad is not officially supported by device manufacturers. There are various third-party apps that will allow you to mirror your device's screen to a Chromecast device, however many of them lock the option to cast sound behind a paywall (some also offer a free trial).

Alternatively, you can try streaming from a PC, Mac, or Android device as they are officially supported.
The device or web browser you are trying to view the livestream/video on is not supported. We recommend viewing with a PC, Mac, iPhone, iPad, or Android device using Google Chrome, Microsoft Edge, Safari, or Firefox.
Fill in the contact form below and our support team will get in touch with you.

Email My Access Keys

If you have lost your access keys, you can request an email containing all your purchases here. Make sure you enter the email address used to purchase your keys.



Regenerate Access Key

If you believe your access key has been compromised, you can generate a new one here. Enter the access key you want to regenerate.



Contact Us

Please see the FAQ above before submitting your support query.