Index
Member
Q. How do I sign up for the membership?
Running the APP, press the menu button at the top-right of the HOME screen to sign up for SMTOWN membership. You can also use the top right menu at the SMTOWN Service Introduction website.
Q. I want to log in to the SMTOWN APP.
Press the menu at the top-right of the SMTOWN APP and log in to use all SMTOWN services.
Q. How do I log out?
Press the settings icon in the top-right menu of the SMTOWN APP and press the [Logout] button. When you log out of SMTOWN, there may be restrictions in using each service. You can log in again at any time.
Q. How do I withdraw my membership?
Log in to SMTOWN and press [Withdraw Membership] at the bottom of MY PAGE to request withdrawal. When you request membership withdrawal from SMTOWN, a 30-day waiting period is given. During this period, you can cancel your membership withdrawal request anytime. If you cancel your membership withdrawal request, your account information and activity history (LIGHT STICK connection history, PASSPORT STAMP/VISA issuance history, etc.) will be restored.
If membership withdrawal is processed after 30 days from the date of the membership withdrawal request, all account information and activity history will be deleted and cannot be restored. When proceeding with withdrawal, please check the information carefully once again first.
Q. I want to change my email address(sign-up account).
SMTOWN uses the email address you entered when signing up as an account. If you want to change your email address, log in to SMTOWN and go to [MY PAGE] > [Change Email].
Q. I forgot my password. (Change Password/ Find Password)
Press the menu button at the top-right of the HOME screen and press the [Find Password] button at the bottom of the SMTOWN login screen to send a password reset email to the email(account) you signed up with. Press the [Reset Password] button in the email, and reset the password to the one you want to use the SMTOWN service.
Q. I want to set Favorite Artists. (Add/ Change/ Delete Favorite Artist)
Log in to SMTOWN, press the menu button at the top-right, and press the [Set Your Favorite Artists] button to use each function (SCHEDULE, PASSPORT, AR VIEWER, LIGHT STICK) conveniently for the artist you choose. You can select multiple artists and add/change/delete them at any time in the settings.
SHOP
Q. Where should I ask about using SMTOWN &STORE?
For information regarding SMTOWN &STORE, such as login, product order and payment, shipping, exchange, and return, please ask to the SMTOWN &STORE customer center. For more details, please refer to the SMTOWN &STORE FAQ page.
SCHEDULE
Q. I want to receive notifications of only specific schedules for various artist's schedules.
Press the [♡ (Heart)] button to the right of the schedule title you want to receive notifications on to use the “dips on” feature. You can receive notifications for the schedule you dip on ‘1 hour before the schedule starts'.
Q. Among the artist's schedules, if the schedule is held in a location outside my region, I want to check the local time.
If you want to find out about the time of an event held in a different time zone, press on the schedule. On the schedule details page, you can check the local time of the artist's schedule and the time in your region simultaneously.
PASSPORT
Q. I want to get the STAMP!
Depending on the event, you can get the STAMPs in two ways: by location verification (GPS) or by scanning a QR code.
Location Verification (GPS)
1) Update and log in to SMTOWN APP
2) Select the [PASSPORT] button on the HOME screen
3) Select the [Verify your location] button
(*Select [Settings] > [SMTOWN] APP > [Location], permission required)
4) Get the STAMP within 500m of the venue!
If there is an error in stamp issuing, please check the network status.
Stamps may not be issued if the mobile data or Wi-Fi network is unstable.
Scan the QR Code
1) Update and log in to SMTOWN APP
2) Select the Home Screen > [PASSPORT] button
3) Select the [QR] button
(*Select [Settings] > SMTOWN APP > ‘Camera’ access permission required)
4) Scan the QR code provided at the venue and get the stamp!
Q. I can't get STAMPs at the venue.
Due to the large number of people at the venue, there may be errors when issuing stamps due to on-site network issues. Please check the cellular data or GPS (Global Positioning System) status of your device and try to issue the stamp again. Also, please check if your location is within a 500m radius of the venue.
Q. Where can I check the stamp I collected?
You can find stamps you collected through PASSPORT. If you have a history of applying for the digital conversion to PINK PASSPORT, press PINK PASSPORT on the PASSPORT page. You can filter the stamps you have collected by year or artist.
Q. What is a VISA? Can I get a new one issued?
VISA is the history of the artist club that you joined in the previous KWANGYA CLUB and membership level. Only ACE members can check the details of VISA issuance. With the termination of KWANGYA CLUB service on September 10th, 2023, VISA will no longer be issued in the future.
AR VIEWER
Q. I want to check the AR content of my purchased album or MD product.
In the AR VIEWER, search for the Album name or MD that you purchased, or the Artist name. Click on the content you want to see! You can see the special content for the scan the AR item with the app camera.
Q. I want to take photos or videos of scanned AR content.
When AR content runs, you can select 'Photo' or 'Video' at the bottom to take a picture of the content running screen for archiving.
Q. There is no content when I search for the AR content I want to scan.
Currently, SMTOWN provides the same content as the previous SMTOWN AR VIEWER APP. If you cannot find the AR content you are looking for, please send the name and photo of the AR content to the customer center(help@smtown.com).
️ LIGHT STICK
Q. I want to register my LIGHT STICK before the concert.
Press the [LIGHT STICK] button on the SMTOWN HOME screen. You can register ‘My Light Stick’ by pressing [Register the Light Stick].
Register ‘My Light Stick’ by following the detailed instructions on the APP. Press and hold the power button on the LIGHT STICK for 5 seconds or double-click to switch to the Bluetooth mode. The LIGHT STICK registration is complete when you see the light of LIGHT STICK in the same light you see on the APP screen!
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Guide to connecting by LIGHT STICK
LIGHT STICK ON | Bluetooth Mode | Supporting Devices |
Click the power button once | Power button press for 5 seconds | BoA V1, TVXQ! V1, GIRLS' GENERATION V1, SHINee V1, EXO 2.0, EXO 3.0, Red Velvet V1, aespa V1, NCT V1, WayV V1, SuperM V1 |
Press the power button for 3 seconds | Double-click the power button | SUPER JUNIOR V2, EXO 3.0, NCT V2 |
If you want to register more than one Q. I want to check the remaining battery on my light stick., you can register additional LIGHT STICKs by swiping the My LIGHT STICK card to the side and pressing the [Register the Light Stick] button.
Q. I want to check the remaining battery on my LIGHT STICK.
After registering/connecting the LIGHT STICK, you can check the remaining battery on your LIGHT STICK.
If you do not have a history of registering your LIGHT STICK, press the [Register the Light Stick] button to register your LIGHT STICK first. If [Disconnected] is displayed on the screen after registering the LIGHT STICK, you can check the remaining battery during the previous connection. Connect the LIGHT STICK again if you want to check the current battery remaining.
Q. I want to give a nickname to my LIGHT STICK. Is it possible to change the LIGHT STICK name?
After registering the LIGHT STICK, you can name your LIGHT STICK by pressing the settings icon next to the initial device name of the LIGHT STICK. You can also change the name of your LIGHT STICK in [MY] menu at the top-right of the LIGHT STICK screen.
Q. I want to enter concert seat information.
Check your ticket, press the concert date you want, and enter your seat information. When the concert information of your favorite artist is available, a pop-up message, “There is an upcoming concert!” will be notified on the HOME screen.
Q. I want to delete/change the seat information I previously entered.
If you entered incorrectly or want to change the seat information, press the previously registered seat information and the [Change Seat Information] button below. You can change the previously registered seat information to the seat information you want.
Q. I want to delete the LIGHT STICK registration history.
Press the [MY] menu at the top-right of the LIGHT STICK page to manage your LIGHT STICK. If you have registered more than one LIGHT STICK in the Manage My Light Stick, you can adjust the order or delete the history of the registered LIGHT STICK.
If you delete your LIGHT STICK from the app, you can register it again and use LIGHT STICK-related functions, such as the LIGHT STICK name, battery remaining, and the seat information.
Q. I want to update the firmware of the LIGHT STICK.
If you press [MY] on the top-right of the LIGHT STICK page, you can manage the light sticks you have registered. If you need to update the firmware of your LIGHT STICK, press the button at the bottom in Manage to update the firmware.
Q. "There was an error connecting the LIGHT STICK, please try again." and I can't register (connect) my LIGHT STICK.
Please click [MY] in the upper right corner of the LIGHT STICK page to delete the previously registered LIGHT STICKs and try to register (connect) again. If the same message is repeated, please check if there is a registered LIGHT STICK device name in [Device Settings] - [Bluetooth], remove the LIGHT STICK device from the Bluetooth list, and try again.
MEDIA
Q. I want to watch SMTOWN CODE products.
You can redeem SMTOWN CODE in two ways depending on the registration method: 'Scan QR code' or 'Redeem SMTOWN CODE directly'.
Scan QR code
You can watch the video by scanning the QR code of the SMTOWN CODE enclosed in the purchased package with default camera on your smartphone.
However, you need to sign up and log in SMTOWN APP when redeeming the code or using the content.
Redeem SMTOWN CODE directly
If you redeem the code directly from the APP, select the package you purchased and redeem the alphanumeric code of the SMTOWN CODE product component 'SMTOWN CODE CARD' to watch the video. However, you need to sign up and log in to the SMTOWN APP to register the code.
You can also access the code registration page (https://smtown.com/code) on your web browser and redeem your SMTOWN CODE in the same way to watch the content.
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Please Note
You can only redeem SMTOWN CODE once per 1 SMTOWN account. Also, please note that package items cannot be refunded after redeeming the code, so please refer to this before redeeming the code.
Q. I redeemed a code, but I can't play the video.
Check MY (Media Management)
If you have redeemed a code within SMTOWN APP, please click 'MY' in the upper right corner of the MEDIA menu.
Please check 'MY(Media Management)' page to make sure that the package is available, and run it again.
Viewable area identification
Please check if your region is available to redeem/watch SMTOWN CODE products. Because each marketplace is different, there may be different regions where you can redeem codes or watch.
ex. Products available to redeem or watch SMTOWN CODE in Korea → Unable to redeem or watch SMTOWN CODE in Japan
If none of the above two cases apply and you are still unable to watch the video, please uninstall and re-install the APP to see if you can watch the package.
Q. Can I download the video that I redeemed SMTOWN CODE after purchasing a product?
Currently, we do not provide a separate download function for media package videos that can be redeemed and viewed on SMTOWN. Offline viewing is not possible and can only be viewed through the SMTOWN APP in a network environment such as WiFi/LTE/5G.
Q. Can I use SMTOWN CODE products on my PC or smart TV?
Currently, you can only use SMTOWN CODE products on the SMTOWN APP. We'll let you know when the PC and Smart TV features are released!
Q. I want to exchange/refund my SMTOWN CODE product.
Please contact the retailer where you purchased SMTOWN CODE product for an exchange/refund. If your inquiry is related to an APP service error such as media playback, please contact SMTOWN Customer Center.
Q. Is there a limit to the number of times I can play videos with my purchased/redeemed SMTOWN CODE?
You can play an unlimited number of videos after redeeming and watching SMTOWN CODE. However, please note that if you withdraw from SMTOWN service, your purchase history will be deleted and you will not be able to re-redeem and watch the SMTOWN CODE you redeemed.
Q. I want to change the video quality settings.
Each product has a different maximum resolution. For more information, please refer to the product introduction. When you first watch the video, it is set to 'Auto (720p)' for smooth viewing. And you can watch the video in the desired quality by clicking the Setting icon at the top. However, the quality may change depending on the device and network environment.
Setting icon at the top. However, the quality may change depending on the device and network environment.Q. I want to use subtitles.
We provide multilingual subtitles depending on the product. You can set the desired subtitle language by clicking the [cc] button on the top right corner of the screen or the Setting icon when playing the video. If you don't want to use subtitles, click the [cc] button on the top right corner of the screen to turn the subtitle setting ON/OFF.
when playing the video. If you don't want to use subtitles, click the [cc] button on the top right corner of the screen to turn the subtitle setting ON/OFF.However, multiple subtitles are not supported and only one language subtitle is available.
Q. I want to change the video speed.
In addition to the 1x (default) setting, we support a variety of speed features, including 0.5x, 0.7x, 1.25x, 1.5x, and 2x. When playing a video, click the Setting icon in the top right corner to set the desired video speed to watch the video.
in the top right corner to set the desired video speed to watch the video.Q. I want to adjust the screen brightness while watching a video.
While watching a video, you can adjust the screen brightness by tapping the screen and dragging the left touch scroll. You can enjoy videos at your favorite brightness. You can also adjust the screen brightness in your device's display preferences.
Q. I want to go to the previous or next episode.
When playing a video in full screen, you can navigate to the previous or next episode from the bottom. If there is an episode you want to go to, click "Episodes" to select and watch the desired episode.
Q. Can I move forward or backward in the video I'm watching?
If you want to move backward in the video you are watching, you can quickly double-tap the left screen to go 15 seconds earlier. In the same way, if you want to move forward, you can quickly double-tap the right screen to go 15 seconds later.
Q. Videos are slow to load and buffer frequently, making it inconvenient to watch.
If the device or network connection is not smooth, you may experience buffering or video stuttering during video playback. Please check your device network settings to double-check that the streaming service is available before watching the video.
Q. Can I set a screen lock?
Yes, you can. When playing a video in full screen, click the lock icon in the upper right corner and use the screen lock feature. While the screen is locked, you will not be able to use any other features of the player, such as subtitles, speed, or quality settings. You can unlock the screen by touching the screen you're playing on and tapping the "screen lock" icon in the center of the screen again.
lock icon in the upper right corner and use the screen lock feature. While the screen is locked, you will not be able to use any other features of the player, such as subtitles, speed, or quality settings. You can unlock the screen by touching the screen you're playing on and tapping the "screen lock" icon in the center of the screen again.Q. Do you support PIP(Picture in Picture) mode?
Currently, we only support PIP mode on iOS devices. We're working on an update to make PIP available across all mobile devices in the future. However, please note that it is difficult to view subtitles in iOS PIP mode.
Q. Is screen mirroring available?
We don't currently support mirroring, but we'll keep you updated!
etc.
Q. I can't find the artist in the favorite artists list.
Here are the artists you can choose from in the SMTOWN service right now.
LUCAS, NCT WISH, RIIZE, aespa, NCT DREAM, WayV, NCT 127, RED VELVET, EXO, SHINee, GIRLS’ GENERATION, SUPER JUNIOR, TVXQ!, BoA, KANGTA
Q. How do I ask about service errors? (Screen freezing, flickering, etc.)
For inquiries regarding SMTOWN services, please contact the customer center(help@smtown.com), including the items below.
SMTOWN account (e-mail address), date and time of error, error screen (screenshot or video), device information, OS version information…
Q. I am not receiving any notification. (Inquiry about notification function)
Currently, the SMTOWN notifications follow your device system settings. If you do not receive notifications, please check if SMTOWN APP notifications are turned on in your device notification settings page.
iOS: Settings - Select SMTOWN APP - Allow Notifications
Android: Select Settings - Apps & Notifications - SMTOWN APP - Notification Settings
Q. What languages are supported by SMTOWN APP?
SMTOWN supports four languages: Korean, English, Japanese, and Chinese. The device system language is used for first-time members, but you can change it to the language you want in the SMTOWN APP setting menu.
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