Last updated on 2024 September 10
If you have any questions not addressed in this FAQ document, feel free to contact us!
I don’t know what time the video calls are in my time zone! How do I check?
For consistency, all event times we include in our announcements and in our e-mails are in Korea Standard Time or KST (GMT +09:00) so make sure to convert the time to your time zone/location to get the correct approximate schedule of what time the event will be for you. The easiest way to do this is to search on Google the following: (TIME) KST to (LOCATION).
Here is an example:
What application or program are the video calls conducted on?
Video calls will be conducted via the Zoom App. Make sure to write your Zoom e-mail (e-mail address you use to login to Zoom) correctly in the Additional Information / Notes section when you place your order.
Will there be an interpreter/translator for the video call event?
We generally do not provide interpreters for any of our video call events. However, in case the artist’s agency requests for one, an ENGLISH-KOREAN interpreter/translator will be provided. Please make sure to check the Description section of the specific video call event you are purchasing to verify if an interpreter is provided. There will be no support for languages other than English and Korean.
What payment methods are available?
Payments are accepted in USD only via PayPal, which also supports payments made with Visa, Mastercard, or American Express credit and debit cards. There is no need to have a PayPal account in order to pay by card – you may select Pay as Guest when redirected to the PayPal screen upon checkout. Rest assured that your card details will remain confidential, as all payments are securely processed only through PayPal.
For customers who are located in South Korea, we also accept payments in KRW through Direct Bank Deposit. As KRW payments are processed manually, please wait for an e-mail from TimelessNotes LIVE regarding your order before making the bank transfer to our designated bank account.
Can I buy multiple calls?
Yes! Multiple/duplicate purchases are allowed. Each fan may purchase a maximum of two (2) VIP slots per member and a maximum of five (5) regular call slots per member.
If you purchased multiple call slots with the same member, calls purchased in the same order number or transaction will have the minutes combined (maximum 10 minutes call per block). However, if you purchase calls for the same member in separate transactions, they will show up separately on the call timetable. To have separate orders/minutes combined, please inform us in advance via e-mail to contact@timelessnotes.live. Provide your Order Number and the calls/minutes that you would like to have combined.
Do you allow teenagers aged 13 and above to participate in your video call events?
Yes, we allow teenagers aged 13 and above to participate! However, it is strongly recommended that the parent or a legal guardian purchase the video call/s for them on their behalf. By doing so, the parent or the legal guardian represents that they have given us consent to allow their minor dependent to participate in the event. We also recommend that they stay with the minor dependent during the video call event.
Was my order placed successfully?
If you have received a PayPal transaction receipt in your e-mail and the transaction is reflected in your PayPal account, then your order was placed successfully! However, if you do not receive your Order Details notification e-mail within 24 hours after a successful PayPal transaction, it may be that a wrong e-mail address was provided upon checkout. Please e-mail us at contact@timelessnotes.live or DM us on Instagram with a screenshot of your PayPal transaction receipt so we can verify your order and resend you the Order Details notification e-mail.
I accidentally clicked “Pay via Korean Bank Deposit” and checked out my cart. Can I change this?
Please place a new order again and choose “Pay with PayPal” this time. Once the PayPal payment is successfully processed, we will automatically cancel the initial manual order and update our inventory accordingly.
I will not be able to participate in the upcoming event due to unforeseen circumstances. Can I request a refund?
All sales are deemed FINAL and NON-REFUNDABLE. Since all products are processed and fulfilled virtually, NO REFUNDS will be provided to customers who purchase digital and/or virtual products such as video call event tickets. As such, it is the ticket holder’s responsibility to make sure that you are available for the video call event.
If I miss my call during the event, can I have it moved to the next event?
If you do not answer your scheduled call after being called twice during the video call event, we will move on to the next ticket holder waiting for their call. We will call you one more time before the event ends. In case you will not be able to answer the final call, you will be eliminated from participating in the event. We will no longer accommodate missed calls in future events, nor will we issue refunds for missed calls.
When is the call timetable sent out to ticket holders?
The order of the video calls during the event will be announced only to ticket holders through a call timetable sent via e-mail after 11:00 PM KST the evening before the video call event.
I purchased a VIP package. When will I receive my digital goods?
All digital goods for VIP packages will be delivered via e-mail within two (2) weeks after the event. Should there be a longer delay in the fulfillment of the digital goods, a notice will be sent via e-mail.
Are we allowed to screen record our video calls?
You’re welcome to record your 1:1 video calls for personal enjoyment, but please remember that sharing these recordings on social media is STRICTLY PROHIBITED at the request of the artist’s agency. We ask that you keep these videos as personal keepsakes. However, you’re free to share screenshots or non-video screen captures.
Just a heads-up: should you be found in violation of this rule, you may not be able to join future video call events. Thank you for your understanding!