HELP

Help

Welcome to our the PBS Station Events help center! Below you’ll find answers to frequently asked questions about account management and accessing VYE events. If you’re unable to find a solution below, please feel free to contact us by sending an email to [email protected] and we’ll get back to you as soon as possible.

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I have another question, how can I get help?

No worries! Contact us via email at [email protected] and we’ll be happy to help.

I’m having trouble logging in, what should I do?

First, double check that you’re using the same email address you used to create your password; it will be the email address at which you received an email confirmation.

If you’re using the correct email address, you might want to try resetting your password. See the “How do I reset my password?” information below. Be sure to check your Spam or Trash folder for the password reset email if you don’t see it in your inbox.

If you’re still having trouble logging in, it’s possible you had a typo in your email address. Please contact us using the HELP button at the bottom left of the page to contact us via chat or email [email protected] and we’ll be happy to help.

How do I reset my password?

To reset your password, complete the following steps:

  • Visit the page for the event for which you already have access.
  • Click the REGISTER / LOGIN button.
  • On the pop-up, select the LOGIN tab.
  • On the Login pop-up, click the Forgot password? text under the password field.
  • Enter the email address you used to register, and click the RESET button.
  • A new window will pop up. Leave it open.
  • Check your email for an email from us. You will receive a password reset token. Make sure to check your Spam or Trash folder if you do not see it in your Inbox.
  • Go back to the website, and enter the token in the first field of the window that had previously popped up.
  • Enter your new password in the second and third field.
  • Click SET.
How do I change my account’s email?

Unfortunately, for security purposes, you cannot change your account’s email once you’ve registered, but  you can create a new account and send us an email at [email protected] to let us know. We will be happy to transfer all your active access from your old account to your new one.

How do I delete my account?

To delete your account your password, complete the following steps:

  • Visit the page for the event for which you’ve purchased a ticket.
  • Click the REGISTER / LOGIN button.
  • Log in to your account.
  • In the bottom-right corner of the screen, click on the account tab.
  • Click on My Details.
  • Click the Delete account button at the bottom of the pop-up.
  • Confirm the account deletion by clicking DELETE.
How do I watch an event?

If you already have access, click on the LEARN MORE link for the event on the home page of the website.

On the page for the event, click on the REGISTER / LOGIN button and sign in. The stream will load in its place, or you’ll see a message indicating when the stream will be available.

How many users can use my stream/how many streams can I watch at once?

Access to PBS Station Events are limited to one stream per household, and on one device at a time per household. By attempting to stream on a second device or from a second location, the first device/location will be disconnected.

What devices can I use to stream?

You can enjoy a PBS Station Event on a PC, laptop, tablet, or phone, with some smart TVs supported. Most fairly new devices will have no issue. We recommend you check your phone provider to verify you have the latest version of one of the following browsers on your phone.

  • Chrome for Android
  • iOS Safari
I’m having problems viewing the content, what can I do?

If you’re unable to view the stream, it is likely a localized problem related to your browser settings, device software, or other user-specific problems we unfortunately are not able to individually troubleshoot.

However, we suggest you try the following:

  • Refresh your browser page (ideally, hard refresh by pressing CTRL +F5).
  • Clear your browser’s cache and cookies. Instructions: Safari Mac, Safari iOS, Chrome, Firefox
  • Access the website via private/incognito mode. Instructions: Safari Mac, Safari iOS, Chrome, Firefox
  • Make sure you aren’t accessing the website via an in-app browser (e.g., clicked a link in an Facebook or Mail app).
  • Restart your computer or device.
  • Try using a different browser (Chrome, Mozilla, Safari, etc.).
  • Try using a different device.
  • Make sure you are not using a VPN.
  • Try using a different network like another WiFi connection, 4G or a Hotspot.
I'm getting a message "embeds are disabled on this page", what can I do?

We use cross-site tracking on our website. This is to allow access to our streams embedded within the page.

By default, Apple’s Safari browser prevents cross-site tracking and sometimes prevents you from accessing our streams.

This setting controls whether Safari makes some information available to pages embedded in other pages (like our video streams).

If you are using Safari, this setting is easy to disable. You can also easily re-enabled the setting after using our website by reversing the process outlined below.

On MacOS:

  1. Open Safari Preferences by clicking on the “Safari” menu on the left of the menu bar, and clicking on “Preferences”, or by pressing “⌘,”.
  2. Click on the “Privacy” tab.
  3. Uncheck the “Prevent cross-site tracking” check box.
  4. Close the Preferences window and reload the page if necessary.

On iOS/iPadOS:

  1. Open Settings.
  2. Open the Safari section.
  3. Under the “Privacy” heading, make sure the “Prevent Cross-Site Tracking” switch is off.
  4. Return to the Home screen, open Safari again, and try loading the page again.
The stream is freezing, stuttering, or otherwise not working, what can I do?

If you’re having an issue with streaming quality, the issue is likely a localized problem related to your internet bandwidth, video codec issues, or other device or user specific problems we unfortunately are not able to individually troubleshoot.

However, we suggest you try the following:

  • Refresh your browser page (ideally, hard refresh by pressing CTRL +F5).
  • Disconnect anyother devices connected to your network, and disable all background applications currently running on your device in order to improve your connection speed.
  • Clear your browser’s cache and cookies. Instructions: Safari Mac, Safari iOS, Chrome, Firefox
  • Access the website via private/incognito mode. Instructions: Safari Mac, Safari iOS, Chrome, Firefox
  • Make sure you aren’t accessing the website via an in-app browser (e.g., clicked a link in an Facebook or Mail app).
  • Try using a different browser (Chrome, Mozilla, Safari, etc.).
  • Try using a different device.
  • Make sure you are not using a VPN.
  • Restart your router.
  • Restart your device.
  • Try using a different network like another WiFi connection, mobile network, or a hotspot.
The audio is not working, what can I do?

Please make sure you are using a supported browser such as the latest version of Chrome, Firefox, or Safari, and that audio is working for all other functions on your device.

Can I watch a PBS Station Event on a device other than the one on which I created my password?

Absolutely. You can enjoy a PBS event on a PC, laptop, tablet, or phone, with some smart TVs supported, regardless of where you’ve originally created your password. However, you can only watch on one device at a time.

Can I watch on a Smart TV?

Smart TV compatibility with a PBS Station Event largely depends on the model of your smart TV.

Certain models will allow streaming without any issues; however others might not, which is why we recommend watching a VYE event on a computer, laptop, or tablet.

Unfortunately, due to the sheer number and variations of smart TVs and smart TV software, we are not able to individually troubleshoot issues.

To stream on a smart TV, use the TV’s browser to visit vye.live, visit the page for your event, log in, and watch the stream just like on your computer or tablet.

As an alternative to your TV’s default browser, you can also try the Puffin TV browser app, which may work in cases where your TV’s default browser does not work. Of course, you would need to have a TV that supports the installation of new apps to install Puffin TV.

Please note that Samsung’s Internet TV browser does not support streaming video. Please use a streaming device or airplay if available.

Additionally, by using an add-on product, such as AppleTV, Chromecast, or Amazon’s Fire Stick, you may be able to access the event without a Smart TV. Likewise, you would use the device’s browser to visit vye.live, visit the page for your event, log in, and watch the stream just like on your computer or tablet.

Some streams may have the option to “Cast” to a Chromecast device, but unfortunately we cannot guarantee that be the case.

Finally, if your computer has an HDMI output, you can run a cable from your computer to your TV.

I missed my show! Will a replay of the event be available?

Some PBS Station Events are available to watch for a limited period of time after the livestream performance. Please refer to the details sent to you about your particular event for details.

If you have any questions about availability, contact us via email at [email protected] and we’ll be happy to help.

I have another question, how can I get help?

No worries! Contact us via email at [email protected] and we’ll be happy to help.

DIDN'T FIND AN ANSWER TO YOUR QUESTION?

Send us an email at [email protected].