⁉️ FAQ

If you’re locked out of your account or need to create a new password, you can reset it directly in the Creator App by selecting “Forgot your password.” Once you request the reset, remember to check your email—including your Spam or Junk folder—for the password reset message. For more detailed instructions please check the Reset Creator Password article.

If you’ve forgotten your password or need to create a new one, you can easily reset it in the dashboard or the Creator App by clicking “Forgot your password.” Once you request the reset, remember to check your email—including your Spam or Junk folder—for the password reset message.

Note: If a dashboard user is also a creator, resetting the password will update it for both the dashboard and the Creator App at the same time.

For step-by-step instructions, please refer to the Reset Password article.

If you’re trying to log in to the LIVEBUY dashboard but the login keeps failing, there could be a few reasons.

The most common reason is that your account is set up as a creator-only account, which means you do not have access to the shop’s dashboard. Creators can log in via the dedicated creator app.

If you are sure that you have merchant rights and should have access to the dashboard, please try resetting your password.

If you’re still unable to log in after resetting your password, please contact your shop’s admin or reach out to our support team for further assistance.

Changing the email address for a creator account currently requires support assistance. Please contact our support team.

As a shop’s dashboard admin you can manage user access rights and add new users / admins to your dashboard through the "Users & Rights" section.

If an activation email is missing (potentially caught by a spam blocker), you can simply trigger a resend of the activation email. Learn more in the Creator Management article.

Once the resended activation emails are still not received by the creator please contact our support team for further investigation.

You can manually trigger a product feed upload, set up a new product feed URL, or update the mapping of an existing feed in the Products → Catalogue section.

In this section, you can also search for products to check whether they were uploaded during the latest product import. Additionally, you can view the status of the last import to see if it was successful or if there were any warnings or errors.

For more details, please refer to the Catalogue Products article.

First, go to the Catalogue Products section and search for the missing product(s). If you find them there, please check their availability. Products that are sold out or out of stock cannot be added to content. In that case you can use these products still as Linkout Products.

If you cannot find the products in the overview, check your product feed or contact the person responsible for managing the product feed within your company.

Once the product appears in the feed, you can trigger a product feed upload and wait a few minutes for the import to finish. The missing product(s) may have been added after the last product import and therefore were not imported yet.

For detailed instructions on these steps, please refer to the Catalogue Products article.

If you have followed these steps and still cannot find the products, please contact our support team for further investigation.

To display LIVEBUY content:

• Make sure the LIVEBUY SDK is included on the relevant pages.

• Ensure your domain is whitelisted.

• Use the DOMAIN WHITELIST to specify which domains are permitted to communicate with LIVEBUY.

For detailed instructions, please refer to the Integration article.

In the individual widget configuration, you can choose how content is sorted. Available options include Random, Newest, or Performance-based sorting.

For more details, please refer to the Widget Content tab article.

Yes, this is possible. Please inform your Key Account Manager or our Support Team about your plans and requirements—for example, whether the new shop will use the same or a different product feed.

After reviewing the details, the LIVEBUY team can set up a new account for the additional country shop and connect it to your main account.

Once connected:

• Admins can switch between the linked shops after being added as users to each shop. → Multiple Shops

• Creators who are added to both shops can choose which shop they want to upload or stream content to. → Create & Upload Clips + Going Live

• This can also be managed using the shop-group publishing feature in the Dashboard. → Promotion Tab

Products that are out of stock cannot be added to a Clip or Live Show.

If you still want to feature the product in your content, you can add it as a Linkout product. Linkout products cannot be added to the cart directly within the player. Instead, viewers are redirected to the Product Detail Page, where they can take actions supported by your shop—such as adding the item to their wishlist, favorites, or other available options. Learn more in the Linkouts article.

Clip uploads may fail if they do not meet the required minimum resolution or use an incorrect aspect ratio.

Please ensure that your clip:

• Has a minimum resolution of 540 × 960

• Uses the 9:16 aspect ratio

Clips that do not meet these requirements cannot be uploaded successfully.

Yes, you can add products to a live show while it’s running by following these steps:

1. Leave the Moderator Player.

2. Open the Products tab of the live show in the Dashboard.

3. Add the required products.

4. Save the show.

5. Return to Moderate Show to continue moderating.

For more details, see the Moderate a Live Show article.

You can enable the chat feature and display highlighted products for past streams in the individual Replay Settings. → Plan a Live Show

You can also adjust the default settings for your shop in the Clips & Replays Settings. These defaults will apply to all future replays. → Clips & Replays Settings

However, you can still override them for a specific replay in the replay configuration of the respective show.

To download a replay of a show, follow these steps:

1. Go to Shows in your dashboard.

2. Select the show you want to download.

3. Click on the show to open its panel.

4. In the panel, open the first tab called General.

5. Click the Download Video button to download the full video.

⚠️ Note:
If there was a connection issue during the live show, the replay may be split into several assets. In that case, you will need to download each asset individually.

Learn more in the Manage Shows article.

In these articles you can find some tips and recommendations:

• Tips to prepare a show

• Tips for hosting a show

• Recommended Hardware

Yes, you can use external microphones as long as they are compatible with your phone.

Before going live, make sure your sound settings are configured correctly. We recommend using the test mode to confirm that everything is working properly.

⚠️ Tip: If you experience sound issues with a microphone during a live show, it’s usually best to remove the microphone and continue with the phone’s built-in audio rather than trying to fix the issue while live.