FAQ & Inquiries

• How to watch
• About viewing streams
• Archived streams
• Avatar, Gifts, Actions
• StreamPass

• How to watch

  • QIs there a page that explains how to use the FanStream app?
    A ▼Please see the following page
    

    Using the app

  • QHow do I use the FanStream app?
    A ▼For our free fan club/fan site members only streams
    If a stream is in progress, it will be displayed when you log in to the app using the Plus member ID you registered with the fan club/fansite.
    * A separate application may be required. Please check each fan club / fansite for details.
    
    ▼In the case of paid streams for the general public and others, and for paid streams for fan clubs and fan site members managed by our company
    The paid viewing pass will be sold by StreamPass.
    After purchasing a viewing pass, you can watch the purchased program by logging in to the app with the Plus member ID obtained at the time of purchase.
    Please check each sales page for details.
  • QIs there a charge to download the app?
    A Downloading the app is free.
  • QCan I watch streams on my PC or tablet?
    A If you are using an iPad, please download and use the FanStream app from the App Store.
    The FanStream app cannot be used from a PC.
    However, it is possible to watch web streams in your PC's browser.
    The availability of webcasts varies from site to site.
  • QMy ID and password are correct, but I can't log in to the app.
    A There are several possible reasons why you may not be able to log in.
    If "Either your ID or password are incorrect." is displayed:
    ? Please input your username and password in half-width English characters. (Using full-width characters will cause an error.)
    E.g. Half-width: 123/abc; Full-width: １２３/ａｂｃ
    ? Any characters typed in the incorrect case will also cause an error. Ensure you have entered your ID and password correctly.
    ? This error will also occur if your ID or password contain any extra spaces. Ensure you have deleted any extra spaces.
    ? There is an error in the information you have input (please double-check the input contents)
    * Plus member IDs are a string beginning with the letter "E," e.g. E10000000000.
    
    It is possible that you have entered the wrong ID or password.
    Please inquire or try resetting your password as follows.
    

    Click here for ID inquiries
    Click here to reset your password

  • QHow many devices can I watch on at the same time with one account (ID)?
    A Each account may only be used with one device. When multiple logins are detected, one device will be logged out.
  • QI can't use horizontal display mode.
    A Please check the automatic rotation settings of your device.
  • Q[Android] When I try to use the app, I am asked to allow "Nearby Device Permission".
    A In version 1.9.11 or later of the FanStream app for Android
    When you start the app, you will be asked to grant permission for "Nearby devices".
    This is required for Bluetooth device connections, etc., so please be sure to allow this permission.
    * Even if you do not plan to use Bluetooth devices, permission for "nearby devices" is required to use the Android app.
  • QCan I record or download streams?
    A Recording or downloading streams in any way, including screenshots, is prohibited. In the event that such conduct is identified, the account responsible will be suspended, and the party responsible will be subject to an investigation and penalties.
  • QCan I watch streams on my TV?
    A You can watch streams on your TV using methods such as Apple TV, Chromecast, or a wired connection (using an HDMI cable, etc.)
    
    ? Connecting a smart device
    1. Make sure your smartphone and smart device (Apple TV, Chromecast) are connected to the same Wi-Fi network.
    2. Use the FanStream app to enter the relevant event and show the player.
    3. Tap the Cast icon at the bottom right of the screen, then select the cast destination. The player will be displayed on the TV.
    
    * The cast icon is displayed only on the player (viewing) screen.
    * Gifts, Actions & Fan Items, and comments will be displayed on your smartphone.
    * If you want to display Gifts, Actions & Fan Items, and comments on your TV, please try mirroring the entire smartphone screen using a wired connection.
    * If the app does not display correctly on your TV, please ensure that you are using the latest version.
    * Fire TV is not currently supported.
    * Streaming to your TV may not work depending on the type of equipment used. We do not provide support for using any specific connection method, as our company cannot guarantee their operation. Please try testing your connection method with the in-app viewing test stream.
    * Depending on the event, the features described above may not be available.
    
    
    ? Wired (HDMI cable, etc.) connection
    You may be able to watch streams on your TV by connecting your smartphone to your TV with a cable.
    Please note that this feature's availability depends on the model of your smartphone.
    Unfortunately, we do not provide support for the use of any specific connection method (such as the use of specific cables or means of connecting them), as our company cannot guarantee their operation. Please try testing your connection method with the in-app viewing test stream.
    * Depending on the event, the features described above may not be available.
  • QI do not receive PUSH notifications.
    A Please check your device settings.
    *The availability of PUSH notification depends on the program.
    
    
    For iPhone
    Settings>Notifications>FanStream
    Please make sure that the notification setting is turned on.
    
    For Android
    Settings>Applications and Notifications>FanStream
    Confirm that the notification setting is turned on.
    The menu name may vary depending on the OS and model. If you are unsure, please contact your cell phone company.
  • QCan I use the application even if I change my phone model?
    A You can continue to use the service after changing the handset model, as long as it is a compatible handset.
    No prior procedures are required.
    
    Compatible handsets (located at the bottom of the TOP page of the site)
    https://fanstream.jp/
    Procedure
    1. Install the "FanStream App" from the app store on your new smartphone.
    2. Log in with your Plus member ID (EMTG ID).
    Since multiple devices cannot be used at the same time, the old device will be automatically logged out.

• About viewing streams

  • QWhat devices are recommended for using the app?
    A ＜iOS＞
    Recommended System Requirements
    -Devices with iOS version 15.16
    
    System Requirements
    -Devices with iOS version 11.0 later
    
    
    ＜Android＞
    Recommended System Requirements
    -Devices with Android version 12.13
    
    System Requirements
    -Devices with Android version 8.0 later
    
    
  • QWhat is the recommended internet connection for viewing streams?
    A A stable internet connection is required for comfortable viewing.
    The connection speed required varies depending on the program, but generally, a speed of 10 Mbps or higher is required.
    On devices with limited connection speeds, the connection will be slowed down significantly and comfortable viewing will not be possible.
    Your connection may also slow down depending on your provider, region, and the period of time at which you use the app.
  • QApproximately how much data does the app use?
    A Viewing streams uses approximately 1.5GB per hour when watching on a smartphone. However, this may vary depending on the video quality set by the streamer and your network connection.

• Archived streams

  • QAre there archived (on-demand) streams?
    A The availability of archived streams and the availability period varies depending on the decision of the streamer.
    Please check the sales page.
    Archived streams are available on the web, rather than in the app. Please log in using the "View" button on the sales page to view archived streams.

• Avatar, Gifts, Actions & Fan Items

  • QCan I use Gifts and Actions & Fan Items that I purchased using coins I bought with other streams?
    A Gifts and Actions & Fan Items can be used with other streams, with some exceptions.
    Your remaining coin balance, your Gifts and Actions & Fan Items are saved with your Plus member ID.
    When watching other streams, please log in using the Plus member ID that your saved information is connected to.
    * Some Gifts and Actions & Fan Items can only be used for specific performances.
  • QI can't use Gifts because my avatar isn't displayed.
    A The display of avatars and the availability of Gifts varies depending on the performance. Please check the sales page.
    Also, avatars and Gifts cannot be used in vertical display mode.
    Please use horizontal display mode to enjoy avatars and Gifts.
    In some cases, a security application may prevent avatars and Gifts from functioning correctly.
  • QI bought coins, but they aren't added to my balance.
    A The reflection of data from the purchase process may have been frozen. Please try the following steps.
    1. Exit the app
    2. Launch the app again
    3. After relaunching, the message "Items you purchased have not been applied. Apply them?" is displayed.
    Select "Yes".
  • QI purchased Gifts or Actions & Fan Items (tips) by mistake. Can I get a refund?
    A No refunds are available.

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