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FAQ - FREQUENTLY ASKED QUESTIONS

  1. Download of encores
  2. What is Concert Online?
  3. What file formats are available at Concert Online?
    1. Audio
    2. Video
  4. What is a Concert Stick?
    1. Technology
    2. Concert Sticks purchased on-site
    3. Concert Sticks purchased online
  5. How much do your products cost?
  6. How can I pay for my order?
    1. Payment via cleverbridge
    2. Payment via sofortüberweisung.de
  7. Delivery times and shipping costs
  8. What do I need to know before I download?
  9. How does downloading work?
  10. DRM: How can I play copy-protected products?
  11. My download failed. What do I do now?
  12. My data
  13. Change password
  14. Forgot password
  15. Forgot user name
  16. Delete account
  17. Discovered something objectionable?
  18. Copyright infringement
  19. Feedback
  20. Favorites
  21. Recommend articles, videos or downloads to a friend
1. Download of encores
2. What is Concert Online?
The easiest way to find out is to visit concertonline.de and take a look around. If you'd like to know more, then click here.
3. What file formats are available at Concert Online?
Concert Online offers files in the following formats:

  • 3. i. Audio

  • - MPEG Layer III (MP3) – generally 320 kbit/s
  • - Free Lossless Audio Codec (FLAC)

  • 3. ii. Video

  • - DivX video (AVI)
  • - MPEG-4 video (H.264)
  • - Windows Media Video (WMV)
  • - *.iso files for DVDs you can burn yourself

Bit rates between 1,500 kbit/s (medium quality) and approximately 3,000 kbit/s (high quality), or up to 8,000 kbit/s for *.iso files.
4. What is a Concert Stick?
Our USB sticks are the ideal medium for supplying you with live MP3s immediately after concerts. They are fast, practical and, as a branded merchandising product, highly collectible by fans.

Concert Online teams with mobile audio recording studios accompany musical acts throughout their tours and record every show live. The resulting live recordings are split into individual tracks on-site, labeled, converted to high-quality MP3s (320 kbit/s) and copied to our "Concert Sticks" (USB drives).

Concert Sticks, which are packaged in collector's boxes, are available immediately after each concert at Concert Online and/or official merchandise booths.

It's a truly unique souvenir of your concert experience!
4. i. Technology
Concert Sticks are USB flash drives with 1 GB of storage capacity. That means they are compatible with any computer with a USB port (version 1.1 or higher) and will be recognized by your computer as a completely normal external drive. The first time you plug in your Concert Stick, a menu will be displayed automatically that you can use to select any of your MP3 recordings. The menu will also lead you directly to the page where you can download encores. The MP3s on your Concert Stick can be played on any standard player such as Windows Media Player, iTunes, VLC, Winamp, Foobar, etc. Of course, you can also simply copy your MP3s to a folder on your computer (e.g., My Music) and/or upload them to your MP3 player.
4. ii. Concert Sticks purchased on-site
We do need a little bit of time to produce the Concert Sticks. What that means is that we have to deliver the last 15 minutes of the show to you later. That’s why we make encores to concerts available for download starting the next day – for free, of course! The coupon code for encores is in your Concert Stick box. All song intros are also included in our live recordings. (See “Download of encores” for more information.)
4. iii. Concert Sticks purchased online
If you bought your Concert Stick online after a concert, the entire concert is already on the Stick, so you don’t need a coupon code for encores.
5. How much do your products cost?
Depending on the product and format (Concert Stick, video download, audio download, DVD), our online prices range from EUR 0.99 to EUR 19.99. Some special offers could cost more.

Delivery times: Download links are sent to the e-mail address you provided after your order is complete and your payment has been received. Concert Sticks, DVDs and CDs are generally shipped approximately 2-3 business days after your payment has been received. Please also read the General Terms and Conditions of Business of our shipping partner.
6. How can I pay for my order?
Depending on the contents of your shopping cart, you can pay for your order through one of our two partners. If you are buying products that must be shipped (e.g., a Concert Stick), then cleverbridge will complete your order. If your shopping cart contains only downloadable products, and you live in one of the approved countries (currently Germany, Austria, Switzerland, Belgium, the Netherlands and the UK), you can also pay via sofortüberweisung.de.
6.i Payment via cleverbridge
Cleverbridge AG in Cologne is our partner for products in our catalog that must be shipped. Payments can be made to cleverbridge by credit card, wire transfer or PayPal.
6.ii Payment via sofortüberweisung.de
What is "sofortüberweisung.de"?
"sofortüberweisung.de" is an innovative new payment service that has earned a TÜV certificate and offers TÜV-certified data protection (TÜV = German technical safety and quality testing organization). Sofortüberweisung was developed by Payment Network AG and is already being used in numerous German online stores.

Sofortüberweisung.de sets up a wire transfer from your online bank account automatically and in real time using a secure payment form by Payment Network AG that is not accessible to the vendor. The purchase amount is transferred directly and immediately into the vendor's bank account.

Notice concerning liability in cases of fraud
There have been no cases of fraud reported at "sofortüberweisung.de" to date. However, as a precaution, we would like to expressly inform you that there are many banks that assume that using the "sofortüberweisung.de" service by way of a PIN (personal identification number) and TAN (transaction authentication number) shifts the liability to you in cases of fraudulent misuse by third parties. This can result in your bank refusing to absorb the loss in cases of fraud and you being required to bear the loss instead. For this reason, the operator of the Sofortüberweisung service, Payment Network AG, has arranged for insurance to cover you and reimburse you for losses arising due to fraudulent misuse in accordance with the Terms and Conditions of Insurance. This should protect you from any risk of liability in the amount of the insurance coverage.

The advantages of using sofortüberweisung.de
  • Fast: Immediate delivery of products
  • Easy to use: You can initiate your wire transfer immediately after completing your order. Switching over to your bank's Web site is no longer necessary. That saves time!
  • Practical: The information necessary for the wire transfer is already filled in (invoice amount, payee, order number, etc.). No time is wasted typing and filling out a wire transfer form.
  • As secure as online banking: The information necessary for the wire transfer is already filled in (invoice amount, payee, order number, etc.). No time is wasted typing and filling out a wire transfer form.
7. Delivery times and shipping costs
Delivery times: Download links are sent to the e-mail address you provided after your order is complete and your payment has been received. Concert Sticks, DVDs and CDs are generally shipped approximately 2-3 business days after your payment has been received. Please also read the General Terms and Conditions of Business of our shipping partner.

Shipping costs: Shipping costs are the expenses we actually incur for shipping orders. Unfortunately, because these vary from country to country and depend on the size of the order, we can't provide generally applicable information about shipping costs. Here are a few reference points for shipping costs:
- within Germany: min. EUR 3.00 per order
- within Europe: min. EUR 6.00 per order
- non-EU countries and overseas: contact us to calculate your shipping costs
8. What do I need to know before I download?
Before you buy a DVD download file, make sure your system will allow you to save files this large. The file sizes allowed for commonly used systems are as follows:
- FAT16: files up to 2 GiB
- FAT32: files up to 4 GiB
- HFS: files up to 2 GiB
- HFS Plus: files up to 16 EiB
- NTFS: files up to 16 TiB

After downloading files, you must first burn them onto a DVD using a suitable DVD burning program on your computer before you can view the files. This procedure is described in the documentation/help files of your DVD burning software.

In the case of larger downloads, we recommend using a download manager to ensure error-free downloading.
Click here to download the "Free Download Manager".
9. How does downloading work?
After your purchase is complete, we'll send a download link to the e-mail address you provided. You can then download the product to your computer.
10. DRM: How can I play copy-protected products?
Currently, DRM-protected downloads can only be played using Windows Media Player. Your exact options are listed on the product detail page under "Product Information."

DRM-protected downloads are identified as such by the symbol. Important note: You must be registered with Concert Online to play the product.

After you download the file and before you play the file for the first time, a window (at left) will open in Windows Media Player after a short pause. Enter your Concert Online log-in information in this window. This will only work if you are connected to the Internet.

If you entered your log-in information correctly, you'll be able to play the file as many times as you want on your PC based on your now valid license.

To test if your system can play DRM-protected titles correctly, download this file and enter the following user name and password: test and test.
11. My download failed. What do I do now?
If you unexpectedly experience problems with a download, please e-mail us at support@concert-online.com. We will make every effort to correct the problem as soon as possible.
12. My data
People change and so does information. If your personal details change, click the "myCO" button and then "Edit your data" to correct or update the data in your profile. In addition, you can click "My Orders" to view the products you have already ordered, edit and manage your favorites list, and view your forum posts to date.
13. Change password
You can change your password under "myCO". Simply enter a new password into the field and click "Save".
14. Forgot password
If you forgot your password, click "Forgot password," and we will send you a new password by e-mail.
15. Forgot user name
Did you forget your user name? Simply click "Forgot user name" in the log-in box and enter your e-mail address. We will then send you an e-mail containing your user name.
16. Delete account
If you wish to delete your free membership with Concert Online, send an e-mail to support@concert-online.com, and we will delete your account as soon as possible.
17. Discovered something objectionable?
If you discover chats or comments that are racist, glorify violence, or violate our Terms of Use in any other way, please send us a short e-mail, and we will delete the post. If you are registered and logged in, you can simply click the "Report Violation" button, and we will receive an automatic notice about the matter.
18. Copyright infringement
If you believe that you have discovered an infringement of copyright, please let us know by sending a short e-mail to support@concert-online.com
19. Feedback
As a registered member, you are a part of our community. And communities live on feedback. If you are registered and have logged in, you can submit comments about video and audio downloads. As a fan, you also have the opportunity to chat with other fans in our Shoutbox for each artist.
20. Favorites
Everyone has their favorites, and Concert Online offers you way to keep lists of yours. If you are registered and have logged in, you can use the "Add to favorites" function to place videos or musicians/bands on your Favorites list. As we all know, tastes change, so you can manage, rename, or delete this list under "myCO".
21. Recommend articles, videos or downloads to a friend
Did you find another good article on Concert Online that you would like to recommend to a friend? Then simply click "Recommend to a Friend" and fill out the form so that we can send your acquaintance an e-mail.

CUSTOMER SERVICE

If you have further questions concerning downloads, Concert Sticks, technical issues, videos, shipping, payment, etc. feel free to contact our Customer Service!

by E-Mail: support@concert-online.com
or by phone: +49 221 788787-27

Your Concert Online Support Team