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How do I get support during my event's livestream?
How do I get support during my event's livestream?
Updated over a week ago

Looking for some additional support or guidance on how to run your event's livestream? We've got a helpful guide below on how to best get that assistance before, during, or after your event!

Step 1: Determine what kind of support you are looking to receive for you event.

Before you begin, please note that our support agents are experts with respect to our Bonterra products, and will be able to assist with troubleshooting issues, such as “my participants aren’t able to donate,” or “I need help flipping my page from ‘Pre-Event’ to ‘Live.’”

For questions specific to the livestreaming functionality, it may be best in most cases to reach out directly to YouTube or Vimeo support, as they are the best-equipped to troubleshoot livestreaming issues, such as “why is my camera not streaming my video correctly,” or “why am I receiving this error when I try to turn on my livestream?”

Step 2: Ensure that your question hasn't been addressed in an existing resource.

For those Bonterra-specific questions, we have a helpful overview on understanding livestreaming capabilities that we recommend you review, to see if your question has already been addressed.

For questions regarding a YouTube livestream, YouTube has an incredibly helpful set of resources that you may want to review. Those resources include:

Additionally, those using a Vimeo livestream can utilize a similarly useful set of resources that Vimeo has created, such as:

Step 3: If you still have questions, contact the appropriate support team.

For Bonterra-specific questions, you can contact our support team directly through our in-app messaging tool, or via email.

Our standard support hours are Monday through Friday, 8AM to 7PM ET. During that time our agents are able to answer any questions or concerns that you may have surrounding your event.

Additionally, any major outages to our system (planned or otherwise) will be reflected on our Bonterra Status Page, which we recommend that you subscribe to, or bookmark for future reference.

To contact YouTube support, please be advised that YouTube does not have a direct support line. However, they do have a YouTube Help Center that provides answers to the most common questions that they receive - and there is a whole section on livestreaming available.

For Vimeo users, you have access to 24-hour assistance, so long as you are logged into your account; this applies to both "paid" and "free" account holders. Once logged in, you should use this page to submit your request.

Vimeo has also created a "How to Live Stream for Beginners" guide as well, for folks looking to run through a livestream of their services. This guide includes a glossary of terms you’ll want to familiarize yourself with, and a few short videos to help guide you through the process of setup and production for your livestream.

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