FAQ

About Z-aN

What is Z-aN?: Z-aN is a streaming platform that lets you watch video on your computer, tablet, or smartphone.
After signing up, you can buy a ticket to the concert you want to see, and watch it from anywhere in the world.
You can also chat with others during the stream or send gifts to the performers.

Recommend Viewing Environment: Please check your "operating environment.
If you are using an operating system or browser outside of the supported environment, it will not be eligible for support.

Does it cost money to use Z-aN?: Registering an account is free.
Event tickets and gifting are paid.

*Some events may have free tickets.

I purchased from Z-aN and have no serial code.

If you purchase a ticket trough Z-aN, your Z-an account would already have an access to viewing page of relevant event. Therefore, no serial number code would be issued. Once doors open, "Watch" button will appear on relevant event page. Please click the button and proceed to viewing page.

About Z-aN Points

What are Z-aN Points?: Z-aN Points are used to purchase paid content (event tickets and gifts).
To purchase Z-aN Points:

■ Log In -> Go to the top of the My Page Screen -> Purchase Z-aN Points

I want to see my Z-aN point balance and Purchase History: To see your Z-aN Points Balance and Purchase History:

Balance:
Login -> My Page -> "Available Z-aN Points"
Purchase History:
■ Login -> My Page -> "Purchase History"

Can Z-aN Points Be Used With Other Services or Platforms?: Z-aN Points can only be used on the Z-aN Platform.
They cannot be used with other platforms.

I bought Z-aN Points but don't see them on my account.: Under some network conditions, it may take time for Z-aN points to appear in your account after they've been purchased.
Try refreshing your browser.

[Logging In/Logging Out]

I can't log in: Please use the email address and password you chose when you registered to log in.
Make sure that caps lock is off and that there aren't any extra spaces.
If you registered using an email address,click hereto reset your password.

■This will take you to the Password Reset page. Put in your email address and click "Send" and we'll send you an email entitled "Password Reset".
If you can't find the email, please check the following:
br>・Make sure it didn't end up in your spam folder or a different mailbox.
「@mailer.zan-live.com」<- make sure you can receive email from this address.

※If you didn't register with an email address, or cannot receive emails, you will not be able to check your Account ID or reset your password. If you cannot remember your password, please register a new account.

Logging Out: To log out, go to My Page and click Log Out.

Creating/Deleting Accounts

About Account Creation: To create an account, go to Log In from the top menu bar and then click New Account.
Enter your email address, click the checkboxes, and hit send.
We will send an email entitled "User Registration" to you. Click the link inside to finish setting up your account.
Setting up an account is free!

・Registering an account lets you buy Z-aN points and use other members-only services.

Account Deletion: To delete your account,click hereto go to the appropriate page.
Note that when you delete your account, your viewing history, as well as any Z-aN points you have, will be lost.

Reissuing Passwords: If you forget your password after registering an account, click the Forgotten Password link on the login screen.
We'll send an email to your account with instructions on how to reset your password.

Streaming

My Stream won't play.

In case playback stops while watching a video, please try clearing your browser cache and accessing the content again.
If you experience distortion in a video when playing content with a high bitrate, it may be due to your current viewing environment. Please check if your download speed is sufficient.

If you are using Android and the above steps do not resolve the issue, please consider the following options:

1. Try watching the content using a different browser (e.g. Firefox)
2. Update your Android OS and browser to the latest versions.

Note: Please perform OS and browser updates at your own risk and responsibility.

The stream doesn't automatically play.: Some browsers won't play the stream automatically.
Check the browser's official page for information on changing auto-play settings.

Gifting

I can't give gifts.

Gifts can only be given during a stream, and while logged into your Z-aN account.
Check if you have enough Z-aN Points to buy the gift.

If you don't have enough Z-aN points, please purchase more before trying to purchase the gift.

I Didn't Receive the Email

I Didn't Receive the Email from Z-aN

Please check the following:

※Make sure that emails from @mailer.zan-live.com and @info.zan-live.com aren't ending up in your spam folder.

Depending on the spam setting used by your service carrier （docomo, au, SoftBank, etc.）, you may not get mails sent by Z-aN. Please contact your carrier for more information.

docomo Users
https://www.nttdocomo.co.jp/info/spam_mail/index.html

au Users
https://www.au.com/support/service/mobile/trouble/mail/email/filter/

SoftBank Users

https://www.softbank.jp/mobile/support/mail/antispam/mms/whiteblack/

If the two issues above don't apply to you, please contact us via the "Contact Us" form.

FAQ