Christmas 2023 Livestream Concert FAQ

What time does the concert start?

The concert will start at 7:30pm MOUNTAIN TIME on December 9, 2023. To help figure out what time the concert will be where you are, use THIS HANDY TIMEZONE CALCULATOR TOOL.


I've purchased tickets for the livestream - How do I watch the concert?

CLICK HERE to go to the concert page. To view the event, log-in using the email and password you created when purchasing your tickets on our store. Only logged in users that have purchased a ticket will be able to see the event.


How can I create an account if I don't have one yet?

CLICK HERE to create an account. YOU MUST USE THE SAME EMAIL YOU USED TO PLACE YOUR ORDER FOR THE LIVESTREAM. If you haven't purchased your ticket yet, make sure the email you use matches the one associated with your chosen payment method (Apple Pay, Google Pay, PayPal). All available payment methods are listed on the site.


I'm having trouble logging in - what should I do?

If you're experiencing issues logging in or resetting your password, you might need to create your account. If you didn't log in while purchasing your ticket, an account wouldn't have been automatically created.


Is it possible to fast forward or rewind while watching the livestream?

No, fast forwarding or rewinding features are not available during the initial airing of the livestream. You will be able to fast forward/rewind when replaying the concert after the initial livestream concert.


Can I start the stream from the beginning if I tune in late?

This is a live broadcast, which means that during the initial stream you will not be able to rewind or fast-forward. If you tune in late, the show will start where it is happening in real-time. 

After the show is finished, however, we will download, encode, and upload the recording for video on demand. You will then be able to rewind, pause, and fast-forward while viewing the show. Additionally, you will be able to watch it as many times as you would like until December 25, 2023.


How long do I have to re-watch the concert?

All livestream tickets include the ability to re-watch the concert as many times as you want until December 25, 2023.


Can I watch the concert on a TV or other device?

YES - the livestream can be viewed on your TV, but note that the casting won't start until the stream does. Here's how:

    • TV with web browser app: Open the browser app on your TV, navigate to the livestream page, sign in, and start watching.

    • Apple TV or Chromecast: Connect your device to the TV, open the livestream page on a browser on your mobile device or computer, sign in, and start watching. For detailed instructions, refer to the Chromecast guide or the Apple TV guide.


      NOTE: Due to Apple restrictions, iOS devices cannot Cast or Airplay directly from the Chrome web browser. However, you can use Airplay through Safari on iOS for Apple TV and other devices supporting Airplay. For more details, please refer to the system requirements here.



Can I test my device before the show?

Yes you can - simply log in to the concert page to test. After you have logged in, you should see a graphic of Mat and Savanna. There will also be a timer in the top left corner of this image counting down to the start of the show. If you can see this title screen and countdown timer, you'll be able to watch the concert.

Additionally, if you would like to test your device with an actual video/audio, you can CLICK HERE to visit the player test page. Note that this is NOT the concert page where you will view the concert - this is a separate webpage that the platform we use to broadcast (Single Music) has created for testing video and audio.


Can I watch the concert on multiple devices at the same time?

You are only permitted to be logged in to your account on one device. If you access the event page from multiple devices, there are security measures in place that will lock you out. If this happens, please reach out to for help.


What if I purchased a ticket as a gift for someone else?

If you have purchased a second ticket as a gift, please email us ( and provide the order number for the ticket you ordered, along with the name and email address of whom you would like to gift the ticket to. Once we have that information, we will email the giftee to create their account and password and assigned them a gift ticket. They will be able to login and watch the show, but the original order will stay on your account.


I get the message "Can't Find My Ticket". What do I do?

Make sure you are logged in with the same email address that you purchased the ticket with. Click on "My Account" at the top of the page to view your account, and make sure there is a record of your order. If your order is not present, you likely used a different email address so you’ll need to log out and back in with the correct address. The concert page will only be live 1 hour before the show.


Why is my ticket showing unfulfilled?

Your ticket might remain unfulfilled until after the show. The status will not affect your ability to view the stream.


I would like to change my email address associated with my ticket. How do I do that?

Pleas email us at to submit a request to change the email address associated with your ticket. In your email please include your order number, the original email that the order was placed with, and the email address you would like to change the ticket to.


Still having trouble?

If you have read this entire FAQ page and are still having trouble, email us ( for help.