Knowledge Base/Pay Per View - PPV

PPV - Pay Per View FAQ

posted this on June 28, 2012 16:00

Viewer Support Questions

Broadcaster Support Questions

Viewer support Questions

I've already purchased a ticket but I see a notice that says I must purchase a ticket to continue watching.

First, make sure you are logged in to Ustream. If this doesn't work, try reloading the page. If you're sure you've successfully purchased a ticket and stll can't watch, contact our customer support team here.

I see a spinning white wheel inside the Ustream player.

Try refreshing the page in your browser. Please allow the video 10-20 seconds to load. If it does not load after about 10 – 20 seconds, please try refreshing the page in your browser a few more times, or click the refresh button in the lower left hand corner of the player.

I'm getting a notice that says the event is not available in my geographic region.

Some events are restricted to certain regions. If you feel this message is in error, try refreshing the page, and / or clear your browser cache and see if you can purchase a ticket on the 2nd try. If this still does not work, please contact our customer support team here

How Soon after the live event will I be able to watch the recorded video of the event?

It is the broadcaster’s choice whether or not the video will be available to watch “on demand.” If they choose to make it available, how soon it becomes available will depend on the length of the original live event and the time it takes to process the video. This could be 15 minutes or it could be several hours. Neither Ustream, nor the broadcaster can offer any guaranteed timeframe.

I can watch the PPV broadcast, but the stream seems choppy. What can I do?

Make sure that you don't have any other browser tabs or windows open, and try not to have any other applications running on your computer. Make sure you are on a reliable wi-fi or wired in connection and check your download bandwidth speed. You can do this by going to and clicking “Los Angeles”. If your download speed is less than 1Mbps, then you may experience choppiness or lag.

Will it cause any problems if I reload the page?

No, you can reload the page as many times as you want. As long as you have purchased a ticket and are logged in to your Ustream account, you should be able to view the event.

How do I view a PPV event?

You can watch a PPV event by purchasing access on the broadcaster's channel page. If you wish to attend a PPV event that takes place in the future, you can pre-purchase a ticket. Once you've done that, on the day of the event, all you'll have to do is login to watch. If the event is happening now, buy a ticket and you will automatically gain access to the show. PPV is currently unavailable via mobile devices.

Can I buy multiple tickets to a single event?

No. You can only purchase one ticket per ustream account.

Can I share my ticket with others?

We only allow one ticket per username. If your username is logged in from multiple computers you will not be able to see the event.

Did my payment go through?

If your payment went through successfully, you will have reached a ‘Confirmation’ page and will receive an email from Ustream for a receipt. You can also check by clicking on your username at the top of the site, clicking on Purchased Content and then clicking on Payment History.

What am I supposed to do on the day of the show?

Here’s what you should do to watch the show on the day of the event:

  1. Log into your Ustream account
  2. Go to the broadcaster's channel page

That's all you have to do. Once the event begins, you will have access to the show.

How come I can’t view a stream that was free at first?

The broadcaster has the option to give a free preview to their PPV event. Once this preview is over, the broadcaster can activate a paywall. When this happens, anyone who doesn’t have a ticket will no longer have access to the content and must purchase a ticket to access the content. If you have a ticket prior to the paywall activation and you have already logged in, you will not have to do anything. If you have a ticket but are not logged in, just log in and you will be able to watch the show.

What payment methods can I pay with?

You can use any major credit card.

Can I see my payment history?

Yes. just log into your account, click on your username at the top of the site, click on Purchased Content and click on Payment History.

Do I have to register to buy a ticket?

Yes, you will have to register for an Ustream account if you don’t already have one. This is required to watch any PPV event, to help you keep track of your tickets for all PPV events, and use our social stream/chat features during the event.

If I paid for the LIVE PPV, will I get access to the VOD?

Yes, if you paid for the live PPV event, you will be able to access the recorded video from this show as long as the broadcaster allows it.

I purchased a Ustream PPV ticket and can't see the content; what should I do?

First, please make sure you are logged in to Ustream. Also make sure that the broadcaster has gone live by going to the show page and looking to see if the channel is on-air or off-air. Otherwise, please contact our support team here.

Do I need any special equipment to view a Ustream PPV event?

You need to have a standard web browser with the latest version of Adobe Flash installed. We recommend using Firefox or Chrome. You’ll also need a relatively modern computer with a capable graphics card. Some older computers may not have graphics cards capable of decoding live streaming video.

How can I contact you if I have additional questions?

You can contact one of our customer support representatives here

Broadcaster support Questions

Do you have a PPV How-To Guide?

We do! check out our Getting Started with PPV guide here.

How do I set up a PPV event?

Log in to ustream, click on your username at the top of the site, go to your show, and click on Manage Your Events. Instead of scheduling a free event, schedule a PPV Event. Then simply fill in the form. This should be similar to the free event form. Don’t forget to describe your show thoroughly so viewers have a clear understanding of what your PPV event is about.

Where can viewers watch my event?

PPV events can be viewed or purchased at your Ustream channel page at  You can also embed your channel on your own website and viewers will be able to purchase tickets and view the event directly on your page.  Pay Per View currently does not support purchasing or viewing on our mobile app.

Why should I do a PPV event?

There are many reasons on why someone would do a PPV event (i.e. you have knowledge that others would find valuable, you have fans that would love to see you perform, you are hosting an event where people can’t physically attend, so this is the next best option, etc.). Regardless, creating and doing a PPV event doesn’t cost you a thing, so give it a try!

What are some of the features of PPV?

  • Setting the ticket price
  • Controlling when paid access begins
  • Getting paid via PayPal
  • Metrics
  • Seeing how many people participated

How do I market my PPV event?

(at least (1) week in advance of your event)

  • Put out a press release announcing the event on Ustream.
  • Create an event on Facebook.
  • Update your Facebook status announcing the Ustream event.
  • Tweet and create a hashtag annoucing the Ustream event.
  • Embed the live player and social stream on your site.
  • Customize and brand your Ustream channel with banners, logos and graphics.
  • Create a trailer to promote your event before your broadcast on your Ustream channel and YouTube acct.

(during the broadcast)

  • Encourage viewers to interact by posting comments and questions using Ustream's Social Stream or chat.
  • Update your Facebook / Twitter acct(s) with your Ustream channel and hashtag during the event.

What's the best price for my PPV event?

This is entirely up to you but you can use several examples of digital goods pricing that exist online to date to help guide you. For example, iTunes charges $0.99 for a song and the base package for a monthly Netflix subscription is $7.99 for unlimited online streaming. Since PPV will be a one time live event, we recommend keeping prices affordable. This’ll help lower the barrier for viewers on trying out your PPV event. The minimum price we allow is $0.99, so this will be a good starting point.

How do I set my price for my PPV event?

You can set the price of your event while you are creating your PPV event. This will be the last field you’ll have to fill in during that process.

How do I get an audience for my PPV event?

We enable to you to push a message out to your Twitter & Facebook accounts at the end of the creating a new PPV event. We highly recommend that you take advantage of this so that you can let your followers & friends know about your event.

How do I get paid?

Ustream guarantees payment between 30 and 60 days from the date of broadcast. Payments are disbursed through PayPal. You must have a PayPal account and will need to provide your PayPal account to us when you sign up for PPV.

I've changed my PayPal account information. When will I start receiving payments with my updated information?

You will receive payments in the PayPal account that was active at the time each payment was made.

Example: today, you have PayPal account "A" active with Ustream, and you have a PPV event today. Tomorrow, you change your PayPal account information with Ustream to PayPal account "B". You will receive all revenue from the live event in PayPal account "A". However, for tickets sold to the recorded video after PayPal account "B" is active with Ustream, revenue from ticket sales will go to account "B". Please note that it may take up to 30 days to receive payments in your account.

How do I give a free preview?

To give a free preview, you will want to begin broadcasting t your channel as normal, but do not press the “Start Event” button in your dashboard. Until you press “Start Event”, viewers will be able to watch your show without having to purchase a ticket.

Can I change the price of my PPV event?

That depends. if you have not sold any tickets, then you can modify the price at any time. However, once you’ve sold your first ticket, the price cannot be changed.

What kind of metrics do you provide?

We will provide metrics per event, the revenue of each event (and videos), how many people watched, how many people purchased, and the conversion rate. We also provide basic analytics within the stream. Pro Broadcasters will also get advanced, real-time analytics not available to general broadcasters.

Can I see who purchased tickets?

We do not provide user or personal information of people who purchase tickets to our events and videos

What if I have to cancel a PPV event?

We advise that you try your best to do your PPV event as scheduled, because viewers may have already paid to be a part of it! But if you absolutely need to cancel, please contact us at, and we can cancel it for you. Please note that if any tickets were purchased, we will have to issue refunds and this will be pulled from your revenue.

What happens if I want to charge different amounts for my PPV event depending on the timing (more expensive as we get closer to the event, for example)?

This feature does not currently exist but this is a great idea and is on the list of additional features we’d love to include as part of PPV.

Can I put a cap on the maximum amount of viewers allowed into my PPV show?

There is no automatic way currently to cap the number of tickets sold. What you can do instead is track how many tickets you’ve sold for your event by viewing PPV Metrics. If you’ve reached the maximum number of tickets you’d like to sell, then you can turn off ticket sales by clicking on your username at the top of the site, then going to Manage Your Show->Your Events->PPV Events.

Can I charge for recorded videos?

Yes, all recorded/archived videos from PPV events are automatically sold separately to users as Videos on Demand (VODs). Existing recorded videos can be converted into VODs, so you can start making money from all your content. To select the appropriate video.

How do users buy a ticket for my PPV event?

Users can buy a ticket for your PPV event by going to your channel page. Within your viewer, an overlay will appear where they can start the purchase. The user will be kept on your channel page, so if you are live, users won’t have to leave your page to purchase a ticket.

How do users pay?

Users can pay with any major credit card.

Are PPV events available in HD?

Broadcasting a PPV event is no different than broadcasting a regular free event. You can broadcast in HD by adjusting the output setting of your encoder appropriately. Note that this is not available through the Ustream web broadcast console.

What are the limitations on the type of content I am allowed to stream with PPV?

The type of content you are allowed to broadcast with PPV follows the same terms as any standard Ustream broadcast. Please review our TOS for further information.

Can I re-broadcast an NFL game?

Please review our TOS for further information on what is allowed.

Is geo-restriction available?

Geo-restriction is available but only as a custom service. If you have interest in geo-restricting your events, please contact us by filling out the form at and choose "Content Distribution"

Can I embed PPV Events to my own website?

Yes! You can embed PPV events on your website and your viewers can purchase tickets there as well.

What is the revenue split?

The broadcaster receives 50% of total ticket sales revenue. Ustream covers all transaction and streaming costs.

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