FAQ

About Z-aN

What kind of service is Z-aN?

“Z-aN” is an entertainment service that lets you enjoy live performances by your favorite artists and performers “closer, and for longer.”

It supports everything from purchasing tickets for venue events to watching online live streams.
Some events also support “Online Meet & Greet,” where you can have a one-on-one video chat with a performer online.
As long as you have an internet connection, you can watch anytime, anywhere from a PC, smartphone, or tablet.
By following the “channel” of an artist or organizer you’re interested in, you won’t miss new events or announcements.
During live streams, some broadcasts allow you to post comments and send stamp gifts (gifting) to performers (some events may not support comments or stamp gifts).

Membership registration is free. Charges apply when purchasing tickets, using paid stamp gifts, and so on.

Does using Z-aN cost money?: Membership registration is free. Charges apply when purchasing venue-entry tickets or live-stream viewing tickets, or when sending paid stamp gifts to performers, etc. *Some stamp gifts are free. Also, some live streams have free viewing tickets.

What are the system requirements for Z-aN?: Please check the “System Requirements” page (https://www.zan-live.com/support/environment.html). OS and browsers outside the requirements are not supported.

Getting Started (Account & Login)

How do I create a new account?

Membership registration is free.

Select [Sign Up], found inside “Log In” at the top right of the screen or in the top menu.
Enter the email address you want to register, agree to the terms, and select [Send].
Access the URL in the “Membership Registration Request” email you receive.
Enter your registration details to complete registration.

Social login sign-up is also supported. Because the steps are a bit long, please see the following page for details.

Steps for signing up with social login: https://www.zan-live.com/news/428

Can I link social login to an existing account?

Yes. Currently, you can link Google and LINE accounts. Once linked, in addition to your email/password, you can also log in via the linked external service. (We plan to gradually expand the external services available for linking.)

If you already have a Z-aN account, please set up linking with the following steps the first time only.

[On PC] After logging in, select the account icon at the top right → “My Page” → “External Account Linking” in the left-side menu.

[On smartphone] After logging in, select the account icon at the top right → “My Page” → the menu button (three lines) at the bottom right → “External Account Linking.”

Once linking is complete, you can log in from “Log in with account linking” on the login screen. LINE works almost the same way. Note that if you are registering as a new member, you can register from “Sign up with account linking” on the sign-up screen by choosing Google or LINE.

Details of the linking steps: https://www.zan-live.com/news/428

* The page above is a guide for Google account linking, but LINE can be set up the same way from the LINE button on the login/sign-up screen.

I can’t log in: Please enter your registered email address and password as single-byte characters with no extra spaces. If you’re not sure, you can reset it from “Forgot your password?” on the login screen. If you don’t receive the reset email, check your spam folder and make sure you can receive mail from “@mailer.zan-live.com.”

I want to log out: Please select “Log Out” from “My Page” or from the menu on the profile icon at the top right of the screen.

I want to reissue my password: From “Forgot your password?” on the login screen, enter your registered email address and reset it using the URL in the email you receive.

I forgot my email address (Z-aN ID)

If you don’t know your email address (Z-aN ID), please try the following.

Check whether the email address you are entering has any uppercase/lowercase errors.
Check, including your spam folder, whether any email address has received mail from Z-aN (zan-live.com). If mail has arrived, the address that received it may be your registered email address.
If you have already linked a Google/LINE account, you can log in with your “linked-site account.”

* If you were able to log in with your linked-site account, please check your registered email address on the “View/Change Registration Details” screen in My Page after logging in.

* If you register as a new member, the usage history and Z-aN Points of your previously used account cannot be transferred to the new member account. Please understand this in advance.

What happens to my tickets and account if I change devices?: Even after changing devices, you can continue using the service by logging in with the same account (login ID = email address / password). If you have changed your email address, please update your registered email address so you can log in. If you have linked a social login, you can also log in from there.

Channels & Following

What is a channel?

A channel is a “home”-like place on Z-aN prepared for each artist or organizer. It brings together information and announcements about events and live streams held on that channel.

The channel page displays upcoming events, past events, VOD (catch-up streaming), and more.

What can I do by “following” a channel?

By following your favorite channels, it becomes easier to receive notice of new event releases and announcements, so you can keep up with your favorite artists’ activities without missing anything.

Specifically, you can receive email updates such as the release of new events, the start of archive (catch-up) streaming, and newly released video content.

How do I follow a channel?: Select “Follow” on the channel page. You can also select “Follow this channel” on the ticket purchase confirmation page. To unfollow, use “Following” on the channel page. You can also view and unfollow channels you are following from “Follow Management” in My Page.

Will I receive notifications when I follow?: When there is something new on a channel you follow, we will notify you by email.

Tickets (Venue → Streaming)

What types of tickets are there?

Z-aN tickets fall broadly into two types.

Venue ticket: a ticket for attending an event held at a venue.
Viewing ticket: a ticket for watching a live stream online.

Depending on the event, only one of them or both may be sold.

How do I purchase a ticket?: For both venue tickets and viewing tickets, you purchase by selecting the ticket you want from the “Ticket Info” tab on the event page. Membership registration (free) is required to purchase.

Can I purchase tickets for family and friends together with one account?

Please use one account per person. Because viewing tickets (live streams) are tied to the account, each viewer must purchase and watch with their own account (simultaneous viewing on one account is limited to two devices).

For venue tickets, you can purchase multiple tickets with one account and “distribute (transfer)” them to your companions. For how to distribute, please see “Can I give a ticket to a companion? (Distribution/Transfer).”

What is a lottery application? How do I apply?

For popular events, tickets may be sold by “lottery” rather than first-come-first-served. Apply within the application period, and those who win can purchase (pay).

Application procedures, application periods, result announcements, payment deadlines, and so on vary by event. Please check each event page for details.

Where can I check lottery results? How do I pay after winning?

You can check lottery results from “Lottery Application History” in My Page. If you win, payment differs depending on the payment method.

Credit card: payment is processed automatically at the same time you win.
Convenience store payment: please pay at an available convenience store (FamilyMart, Lawson, Ministop, Seicomart). Winners will be informed by email of the payment method and deadline. Be sure to pay within the stated deadline. If the payment deadline passes, your application will be treated as canceled (invalid).

Note: if you applied with multiple preferences, the highest amount among all preferences is temporarily held. If you win, only the amount for the winning preference is charged, and the difference is released or refunded through your card company/financial institution. The timing and display of this vary by your card company/financial institution.

Can I cancel a lottery application?: You can cancel a lottery application during the application acceptance period. Please cancel the relevant application from “Lottery Application History” in My Page. Even after canceling, you can apply again within the acceptance period. Note that after the acceptance period ends, cancellation or changes are not possible. Also, cancellation or refund after winning (after payment) is not accepted for customer-side reasons.

I want to know about the venue, seats, and entry numbers: Whether it is a numbered-entry system or reserved seating differs by event. The number is displayed in the “Ticket Info” field in the middle of the electronic ticket. The timing when the number is finalized differs by event. Numbers cannot be specified or changed. Note that operations at the venue on the day, such as entry order, follow the guidance of the venue/organizer (Z-aN does not manage these).

Can I give a ticket to a companion? (Distribution/Transfer)

You can distribute (transfer) a purchased ticket to a companion.

From “Give Ticket” within the ticket, display the URL or QR code and send it to the recipient. You can also share the URL from the SNS button. When the recipient receives it, distribution is complete.

I bought the wrong ticket type. Can I get a refund?: Changes or refunds after ticket purchase for customer-side reasons are not accepted. Please carefully confirm the ticket type and details before purchasing. For details, please see “Can I cancel or refund after purchasing a ticket?”

I can’t find my serial code

Handling differs depending on where you purchased.

If purchased on Z-aN: because the viewing right is tied to your account, no serial code is issued. When the opening time arrives, a “Watch” button appears on the ticket details page.
If purchased outside Z-aN: the serial code is issued by the purchase site. Be sure to check with your point of purchase (e.g., e+ “Access Key,” or the respective notations of Ticket Pia / Lawson Ticket).

What payment methods are available?

Credit card: Visa, JCB, Mastercard, American Express, Diners Club, DISCOVER (*UnionPay not accepted; some prepaid cards not accepted)
Wallets: Apple Pay, Google Pay, Alipay, WeChat Pay
Convenience stores: FamilyMart, Lawson, Ministop, Seicomart

Credit cards issued overseas can also be used.

My card payment isn’t going through

Please check the following.

Errors in the card information entered (number, name, expiry date, security code)
Exceeding the credit limit
Expired card
Usage restrictions placed by the card company for fraud prevention, etc.

Z-aN is a browser-based service. If the issue is not resolved after checking the above, because only the card company can identify the cause, please contact your card company or try a different card.

I missed the convenience-store payment deadline: If payment is not made within the deadline, your application is automatically canceled (it cannot be restored). If the ticket is still on sale, please purchase again. If sales have ended or there is no stock, repurchase cannot be accepted.

What is an upgrade ticket?: An upgrade ticket is a mechanism for those who already hold a venue ticket for a venue performance to switch (upgrade) to a different venue ticket (such as a better seat) via a lottery. Currently it can be used only in venue-performance lotteries (on-site lotteries).

How do I apply for the upgrade lottery?: Those who hold the venue ticket that will be the basis for the upgrade can apply. Because tickets are handled per purchase batch (purchase bundle), you cannot apply to upgrade only some of the tickets you hold.

If I win, how do payment and pricing work?

Winners can obtain (pay for) the upgrade ticket from the payment guidance (payment flow). The amount you pay is the amount set for the winning upgrade ticket (not the difference from your original venue ticket).

Note that upgrade tickets cannot be purchased normally. Even if shown in the ticket info, during the sales period, instead of a purchase button it shows “Ended,” and acquisition is possible only from the payment guidance after winning.

While a ticket is subject to upgrade, can I transfer the original venue ticket?: While a ticket is subject to upgrade, there is a period during which the original venue ticket cannot be transferred. When transfer is not possible, the date and time when the transfer restriction is lifted is displayed, such as “Tickets eligible for upgrade cannot be transferred until ○○ (the actual date/time).” After the displayed date/time passes, transfer becomes possible.

After upgrading, which ticket do I use to enter?: After the upgrade is complete, please enter with the upgrade ticket, not the original venue ticket.

Attending Venue Events

How is entry (check-in) done on the day?

Entry to venue events is done by check-in with an electronic ticket (swipe method) or by facial recognition. If you use facial recognition, you need to register a face photo in advance (for details, see “How to register a face photo” next).

The swipe operation is performed by staff at the entry gate. When you select “Proceed to check-in,” the screen switches to one you present to staff, so please wait in that state.

How do I register a face photo?

For tickets that require face photo registration, you must register a face photo for identity verification before completing the purchase, lottery application, or ticket receipt (transfer) procedure. Guidance for registration appears during the procedure, so please register with the following steps. The registered face photo is used for identity verification by facial recognition on the day.

Take a photo with the camera on the spot, or upload an image file you have on hand.
Perform a preliminary facial recognition test. Take a photo of your own face with the camera and match it against the photo you took or prepared. If they match, you can proceed. If they don’t match, a message is displayed and you can retake and try again.
Once the test succeeds, register that photo. Please complete registration within 15 minutes after the test succeeds. If more than 15 minutes pass, you must start over from the facial recognition test.

There are two ways to input the photo.

Take a photo with the camera: select “Take with camera,” allow the browser to use the camera, and take the photo (it is cropped in the square area in the center of the screen).
Upload an image file: select an image on your device and adjust the face position on the cropping screen.

Supported image formats are PNG and JPEG only (formats such as GIF and BMP cannot be used).

Notes on registration:

Face photos are registered per event. Once you register with any ticket within the same event, re-registration is not needed for other tickets within the same event.
If registration is already complete, you cannot change (re-register) the registered photo.
Seven days after the latest performance date within the event, the registered face photo is automatically deleted. If a face photo becomes necessary again for the same event after deletion, you will need to register again.

If I bought multiple tickets, how do my companions enter?: Either distribute the tickets to your companions in advance, or have the representative check in for everyone together. If the representative checks in for everyone, all members must enter at the same time.

Is there anything I need for entry?: It is essential to display the electronic ticket on a logged-in device. Whether identity verification is required differs by event, so please check the details on each event page.

Can I enter with a screenshot or copy of the electronic ticket?: No. You cannot enter with a screenshot, screen copy, or printout. When entering, please display and present the electronic ticket on screen with the device you logged in on.

Watching Live Streams

How do I watch a live stream?

Access the “Viewing Page” tab on the relevant event page. You can open the viewing page from your purchase history in My Page, and the page URL is also included in the email you receive after purchase is complete.
When the opening time arrives, a ▶ (play button) appears within the “Viewing Page” tab on the event page. Viewing requires a viewing right (ticket purchase, or authentication of a viewing serial code). If you access before the opening time, please wait until after the opening time and try refreshing your browser after a while. If you are not logged in, you will be prompted to log in, so please access again after logging in.
Select the displayed ▶ (play button) and playback will start.

You can check playback with a “Viewing Test” before purchasing a ticket. Please also check your usage environment in advance on the System Requirements page (https://www.zan-live.com/support/environment.html).

Can I watch from multiple devices with one ticket?: You can watch on up to two devices at the same time.

Can I watch on a TV (large screen)?: We do not provide a dedicated TV app. Depending on your device, you may be able to mirror your smartphone/PC screen to a TV (via HDMI cable connection or casting), but this is not guaranteed to work. For stable viewing, we recommend watching on a PC, smartphone, or tablet.

The stream video isn’t playing properly

If the video is distorted or stops, please clear your browser cache and access again. If it is distorted due to your network environment, please check your connection speed. If it does not improve, try watching in a different browser or updating your OS/browser to the latest version (perform updates at your own responsibility).

If playback does not start automatically, autoplay may be turned off depending on your browser. Please check your browser’s autoplay settings.

What connection speed do I need for viewing?

For stable viewing, we recommend maintaining a constant download speed of at least the following as a guideline.

Standard stream (30fps, etc.): 15 Mbps or more
High frame rate (60fps, etc.) stream: 25 Mbps or more
Multi-angle stream: 40 Mbps or more

You can measure the connection speed of your viewing environment from “Run a speed test” below. Because connection speed varies by time of day and environment, we recommend having ample speed.

I want to change the angle in a multi-angle stream: Some streams support multi-angle. Select the “Angle button” on the viewing screen and choose the angle you want to watch, and the screen switches. Pressing the angle button again closes the selection screen.

What is catch-up streaming (archive streaming)?

Catch-up streaming (archive streaming) is a stream that, for those who couldn’t watch the live stream, can be watched at any time for a certain period after the performance ends. The viewing period differs by event, and some events do not offer catch-up streaming. Please check each event page for details.

You can watch it from the ticket details page, the same as the live stream, and also from the relevant channel page. Note that due to production reasons, the content may be partly changed from the live stream. Also, comments and stamp gifts are currently not available in catch-up streaming.

What is rental streaming?

Rental streaming is a streaming format in which the viewing period is set per customer. When you access the viewing page and start watching, the viewing-period countdown begins from that point.

The viewing period per rental and the streaming period for each event differ by content. Please check each event page for details. Note that even if your own viewing period remains, once the streaming period for the event ends, you will no longer be able to watch, so please be careful.

Can I record, re-stream, or repost the stream?

The video and audio of the stream are protected by copyright law and other laws, and the rights belong to the organizer, performers, and others. Regardless of commercial or private use, recording the stream, unauthorized reposting/sharing/re-streaming, and promotional acts are prohibited. Violations may result in legal liability.

Note that whether screenshots are allowed differs by event, and they may be permitted in some cases. Please check the guidance on each event page for details.

Z-aN Points

What are Z-aN Points?: They are points that can be used for paid content within Z-aN (ticket purchases and stamp gifts). Use is limited to within the Z-aN service and cannot be used on other services. To purchase: after logging in → top menu of My Page → [Purchase Z-aN Points].

I want to check my point balance and purchase history: Balance: [Current Z-aN Points] in My Menu. Purchase history: [Z-aN Points Charge History] in My Menu.

My Z-aN Points aren’t reflected: Depending on the communication status, it may take time to be reflected. Please wait a while and try refreshing your browser.

Stamp Gifts

I can’t send a stamp gift: Stamp gifts can only be sent after logging in and during a live stream. Please check whether you hold the required Z-aN Points.

Can I cancel after sending a stamp gift?: Cancellation, changes, and refunds after sending a stamp gift are not accepted.

Friends Feature

What is the friends feature?

The friends feature lets users register each other as friends. Once you become friends, you can, for example, register each other as a companion (attendee) in an on-site lottery for a venue event, and use features for enjoying events together.

In the on-site lottery, you can only register as a companion someone who is in a mutual friend relationship with you.

How do I add a friend?

From “Add Friend” on the friends list screen, you can display an invitation QR code and URL. Have the other person scan the QR code on their device, or copy the URL and send it by email or messaging app.

When the other person performs “Friend Registration” from the invitation URL/QR code, first a one-way friend relationship (friend request) is formed. After that, when you approve on the “Friend Approval” screen, it becomes a mutual friend relationship.

* Only the most recently issued invitation URL/QR code is valid. When you update or reissue the QR code, the previous URL/QR code becomes unusable.

How do I approve a friend request?: On the “Friend Approval” screen, you can view and approve pending requests. When you approve, the mutual friend relationship is confirmed. Note that if the other person has already withdrawn, you cannot approve and can only delete.

I want to remove a friend: You can remove a friend from “Remove Friend” on the friends list screen. When removed, the friend relationship on both sides is deleted. To become friends again, a new request from an invitation URL/QR code is required.

How many friends can I register?: Up to 200 people, including pending approvals. If you have reached the limit, you cannot register new friends.

What happens to friend relationships when I withdraw?: When you withdraw, friend relationships are dissolved. Any issued invitation URL/QR codes also become invalid.

Online Meet & Greet

What is an online meet & greet?

An online meet & greet (Meet & Greet) is an event where you can have a one-on-one video chat with a performer online. When you purchase a ticket, on the day you are called in turn and can talk directly with the performer.

When you purchase a ticket, a “Talk Room” tab appears, where you can check the slots for the talk events you purchased.

Please tell me the flow of participation on the day

When the standby start time arrives, enter the talk participation screen (standby room) from the “Talk Room” tab.
Agree to the notices.
Enter the required information (display name / language for the call / your country or region of residence).
For tickets that require face photo authentication, perform facial recognition matching against the face photo you registered at purchase.
Wait to be called in the standby room.
When it is your turn, it automatically switches to the call room and the call with the performer begins.
When the call time ends, it switches to the end screen.

To participate, you need a device with a camera and microphone. We recommend a smartphone, but you can also participate from a tablet or PC. The call time per person differs by event.

Account Info & Withdrawal

I want to stop receiving notification emails / change my receipt settings: You can change the receipt settings for various notification emails, such as channel-follow notification emails, from the management settings in “Account” in My Page. Please switch receive/do not receive here.

I want to withdraw: You can do this from the Withdrawal page (https://www.zan-live.com/auth/leave_member). When you withdraw, all account information, including viewing history and Z-aN Points, becomes invalid.

If You Don’t Receive Emails

I’m not receiving emails from Z-aN: Please set your settings so that you can receive “@mailer.zan-live.com” and “@info.zan-live.com.” They may not arrive due to your mobile carrier’s spam filtering. If it does not improve, please contact us from “Contact” (https://www.zan-live.com/contact) to reach out.

Other

What information of mine is shared with the organizer?

The organizer receives the nickname you used when applying and your answers to any survey the organizer set. If identity verification is performed at entry for a venue event, your name and other information may be shared to the extent necessary for verification. Payment information such as credit card numbers is never shared with the organizer.

As a rule, your email address is not shared with the organizer. However, if the email address is to be shared with the organizer for purposes such as shipping bonus goods, we will notify you in advance on the event page.

Can I get a receipt issued?: Yes. You can check it from your purchase history in My Page.

Can I cancel or refund after purchasing a ticket?

Cancellation, changes, and refunds for customer-side reasons are not accepted for either viewing tickets or venue tickets. Only in cases of postponement or cancellation of a performance for organizer-side reasons may we provide guidance on refunds.

The handling is the same for both venue tickets and viewing tickets.

Please tell me the contact information: Please contact us from the “Contact” page (https://www.zan-live.com/contact).

For Email Support