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Most Frequently Asked Questions

General Questions

What is Qello Concerts?

What devices support Qello Concerts?

How much does Qello cost?

Can I try All-Access for free?

Gifting

Can I give Qello Concerts as a gift?

I received a Qello Concerts All-Access Pass as a gift, how do I set up my account?

I received a Qello Concerts All-Access Pass as a gift but I don’t have a gift code.

Content & Features

What kind of music will I find on Qello Concerts?

Can I save concerts and create a playlist?

Do you have a blog?

Account questions

I need help!

What’s the difference between an Account and All-Access?

How do I cancel my All-Access Pass?

What’s your cancellation policy?

How can I change my Account information?

How can I edit/remove my payment information on file?

Watching LIVE Streams from Third Parties

What does a third party streaming partnership mean?

How do I watch a LIVE Pay-Per-View (PPV) Show on a Qello Concerts app?

How do I purchase a Live PPV event?

Can I watch on any device where Qello Concerts is available?

Where do I find the Live show I purchased from another provider on Qello Concerts?

How do I link my Qello account to a third party account?

If I'm a subscriber to Qello, do I still have to pay for live events?

Can I watch Qello Concerts' On Demand catalog while logged in to the "Live" section with a third party login?

Do I need to subscribe to Qello Concerts to watch Live PPV events?

NOT WORKING?

I've tried everything and it's still not working

Qello Concerts via Amazon Prime

Can We Help You
with Anything?

For Customer Support Questions

Help Center

Visit our Help Center for assistance

Email

helpdesk@qello.com

Call

646.454.9095

Weekdays

8am - 7pm EST

General Questions

What is Qello Concerts?

Qello Concerts is the only place to watch the most amazing moments in music. It’s the never-ending concert through the decades to today. Carefully curated, and personalized for the most optimal user-experience, Qello is the leading source for streaming full-length HD concerts and music documentaries on demand. It’s like having thousands of the greatest artists best performances at your fingertips. Discover incredible performances and relive your favorite artists. The highest-quality music experience is yours to enjoy whenever you want, from your couch or on the go.

What devices support Qello Concerts?

Qello Concerts is available on almost every device. Visit qello.com/devices for more information and links to download.

For any account questions or assistance, please visit our Help Center.

How much does Qello cost?

You can watch Qello Concerts for free or get the full experience with an All Access Pass.

Free $0.00/Month

  • Trailers and Promo Tracks
  • Qello TV
  • Full Lenght Concerts and Documentaries
  • Unlimited Streaming
  • Create your own Setlists
  • Personalized Recommendations
Start your free trial

All Access $7.99/Month or $69.99/Year

  • Trailers and Promo Tracks
  • Qello TV
  • Full Length Concerts and Documentaries
  • Unlimited Streaming
  • Create your own Setlists
  • Personalized Recommendations
Get All Access

Can I try All-Access for free?

You sure can. Get a Qello All-Access Pass for FREE with a 7-day Trial here. You can cancel at any time during your free trial, and still enjoy your All-Access Pass until the end of the 7 days. If you don’t cancel during the free trial period, your membership will automatically continue for as long as you choose to have an All-Access Pass. An All-Access Pass is a month-to-month subscription, which begins at sign-up. See Terms of Use for complete membership and free 7-day trial details.

Gifting

Can I give Qello Concerts as a gift?

We can't think of a better gift for any music lover. It's like the never-ending concert ticket. You can check the plans here. Note that all plans are not recurring.

To send someone an All-Access Pass subscription go to http://qello.com/gift

I received a Qello Concerts All-Access Pass as a gift, how do I set up my account?

You can redeem your gift here. It’s easy, just enter your gift code and create an account!

I received a Qello Concerts All-Access Pass as a gift but I don’t have a gift code.

Please check your junk/spam folder just in case your gift is hiding in there. If you can’t find it, please contact helpdesk@qello.com and we can take it from there!

Content & Features

What kind of music will I find on Qello Concerts?

There's music entertainment for everyone as our massive library covers more than 30 genres of live concert films from the 1920s to today. Browse by genre, decade, or artist and check out our Qello Spotlight for the featured concerts and music documentaries.

Can I save concerts and create a playlist?

Qello allows everyone to create their own personalized experience through MyQ. Save your favorite concerts to MyQ by clicking the heart icon. You can find your favorites by visiting MyQ. View your recently watched concerts and music documentaries, add tracks, and discover new content.

All-Access members can also create video playlists (called Setlists.) You become the curator of the perfect concert for the mood with the Setlists feature. You can create as many Setlists as you would like and they are completely customizable. Setlists are easy to create. On the web, go here: www.qello.com/myq/setlists a and click on 'New Setlist' and follow the instructions. Once one song is completed it will automatically bring up and play the next track in your Setlist.

Currently the Setlists will flow to your account across all devices (except for the Sony platform, we are working on this for our next revision). Note: you can watch any of your Setlists or Qello curated Setlists on Apple TV, but you can't create them on an Apple TV. Create them on the web, iPhone, iPod Touch, or iPad.

Do you have a blog?

We sure do! It's called The Soundboard. Legendary rock journalist from Rolling Stone magazine, Ben Fong-Torres, is our Senior Editor! Remember Ben's character from the movie Almost Famous?

Account questions

I need help!

Visit our Help Center for detailed instructions and help with your Qello Concerts account and subscription. If you want to contact us directly, please contact the helpdesk at helpdesk@qello.com

What's the difference between an Account and an All-Access Pass?

An All-Access Pass is a subscription to the actual Qello Concerts service, unlocking all content across all devices. A regular account is a user created account that has no paid or active mechanism attached, i.e. a regular account holder will not have access to any of the premium content or features.

How do I cancel my All-Access Pass?

Of course we want you to stay and enjoy the Qello Concerts experience and everything we have coming to the Q.
But, if you must go, please visit our Help Center and follow the instructions based on the payment method you used when you signed up for the All Access Pass. If you need assistance please contact us directly at helpdesk@qello.com

What’s your cancellation policy?

A user can cancel their subscription at any time during their membership; there are NO penalties at all. However, there are no refunds for partially used subscriptions, monthly, or yearly. Users MUST cancel their own accounts. You can do so easily on qello.com. Just visit our Help Center and follow the instructions based on the payment method you used when you signed up for the All Access Pass.

NOTE: An email from the user saying he/she wants to cancel is not sufficient and the request will not be honored.

How can I change my Account information?

You can change your account information here: www.qello.com/account

How can I edit/remove my payment information on file?

You can manage your payment information here: www.qello.com/account

Qello Concerts via Amazon Prime

Amazon Prime is now offering Qello Concerts as one of the new add-on subscription services. Subscribing to Qello Concerts via Amazon Prime Video ONLY gives you access to our concerts on devices that are compatible with Amazon Video: Amazon Fire, Kindle Fire, Fire TV, Android devices, iOS devices, LG, Microsoft, Nintendo, Panasonic, Roku, Samsung, Sony, TiVo and Vizio.

For more information about how to sign up for Qello Concerts on Amazon Prime, please visit the Help Center.

The Amazon Prime subscription but does not create a registration through Qello Concerts. If you’re interested in watching Qello Concerts on other than the ones listed above, please register here.

Watching LIVE Streams from Third Parties

What does a third party streaming partnership mean?

Qello Concerts is dedicated to bringing great concerts to audiences on more platforms than ever, and now we have a new gateway that delivers live events, direct from our content providers to your favorite devices — AppleTV, Roku, Amazon Fire and more!

How do I watch a LIVE Pay-Per-View (PPV) Show on a Qello Concerts app?

You can watch live streaming partner events by navigating to the "Live" section of your Qello Concerts app. Select your content provider on the left side and sign in with your content provider account (i.e. nugs.tv) to access to your available content.

How do I purchase a Live PPV event?

To purchase partner content just head to the partner's website (i.e nugs.tv), create an account if necessary, purchase desired content, and head back to the "Live" section of your Qello Concerts app to enjoy the show! Note: if the show has not started yet, it will not play.

Can I watch on any device where Qello Concerts is available?

Just about! The nugs.tv integration is complete on the legacy Apple TV and Android TV. By the end of November 2016, PPV shows will be available on most Qello Concerts platforms (excluding Sony BIV, Samsung TV, and Windows Mobile.)

Where do I find the Live show I purchased from another provider on Qello Concerts?

On supported devices you will see a new "Live" section in the navigation area of your Qello Concerts app. Go to "Live" and select your content provider from the list to gain access to your available content.

How do I link my Qello account to a third party account?

Navigate to the "Live" section on Qello Concerts and select your content provider from the list. Log in with your content provider account information to link it with your Qello Concerts account. From then on, you will be able to access your content without having to log in with your partner account credentials again.

If I'm a subscriber to Qello, do I still have to pay for live events?

Yes. They are separate. Qello is providing more platforms for music fans to watch these incredible live performances provided by our live streaming partners. Qello often offers free live events, so make sure you're following us on social media and getting our emails so you don't miss any!

Can I watch Qello Concerts' On Demand catalog while logged in to the "Live" section with a third party login?

Sure! Good thing to do while you're waiting for a live concert to start! Your third party login will be linked to your Qello account, so as long as you're logged in, you'll be able to surf around Qello Concerts and watch whatever you'd like.

Do I need to subscribe to Qello Concerts to watch Live PPV events?

No. All you need is your login for your content partner's service (i.e. nugs.tv). Go to the "Live" section of your Qello Concerts app, select your content partner and login to access your PPV content. If you want to sign up for Qello, you're more than welcome to (and we hope that you do!), but you do not have to be a Qello subscriber to watch partner events.

NOT WORKING?

I have logged in with my third-party login, but it's not working, what should I do?

  1. Make sure you are using the correct login info from the right 3 party provider.
  2. Please logout and try and again. You can logout by finding the setting options on each platform and then log out.
  3. You've logged out and logged back in, but it's still not working? Please try and force close the app and reinstall. Each platform is different. If you are having trouble reinstalling the app, please find that information from the respective platform.

I've tried everything and it's still not working.

Please email helpdesk@qello.com