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FAQ

View and manage frequently asked questions. Creating effective FAQs can reduce the number of 1:1 inquiries you receive.


πŸ‘‰ Adding FAQ

  • You can register an FAQ by clicking [Add] on the top right corner of the FAQ or in the center of the page.
  • Please enter the title and contents of the FAQ.
    • If you have selected more than one service language, please fill in all fields in that language. If not entered, it will be displayed in the default language.
    • In addition to text, you may insert image, media or links.
  • If you select [Category (required)], the specific FAQ will be classified and displayed in that category.
  • You can add and manage categories in CUSTOMERS > Customer Service > Category Settings
  • You can set the display condition at the bottom. Only documents set to display or those labeled "Key FAQ" can be displayed.


πŸ‘‰ FAQ Examples

  • The below is examples of frequently asked questions about b.stage's standard policies.
  • Please use the items according to your needs.

  • Q: I want to change my password.
    A: You can change your password from [MY > Account Information > Change Password]. Please enter a password of at least 8 characters of a combination of English, numbers and special characters.

    Q: I want to change my nickname and profile image.
    A: You can change them via [MY], by clicking the top profile area or [Account Information > Edit Profile]. The nickname and profile image are visible to other users when you write posts or comments. Therefore, please refrain from content that goes against social norms and morals.

    Q: I want to delete my account.
    A: We are so sorry to hear that you decided to delete your account. Your feedback is more than appreciated, it can be submitted via [MY > Customer Service > FAQ]. Deleting account can be done from [MY > Account Information > Delete Account]. However, you must agree to all the following notices in order to proceed.

    [Notices]
    β€’ Even if you delete your account, other members will not be able to use the same nickname, and previously registered contents and comments will not be deleted.
    β€’ Hence, you must delete the comments by yourself, before deleting your account.
    β€’ All vouchers, membership benefits, and points will expire and cannot be redeemed.
    β€’ Orders that have not been delivered will still be delivered, however, delivery tracking within the service is not possible.
    β€’ The member information will also be deleted and cannot be redeemed.
    β€’ However, the information that needs to be kept by law or according to the company's bylaws may be kept for a certain period of time according to the Privacy Policy.


    Q: I want to change the site language.
    A: You can change the site language to a language of your choice via [MY > Language]. Available languages are [Korean, English, Japanese, Simplified/Traditional Chinese and Spanish]. (Please note that languages supported may vary depending on each b.stage's operation policy.)

    Q: I'm not receiving the verification email for signing-up.
    A: If the email address entered during signing-up is incorrect due to several reasons (Capital letters, Blanks, Misspelled special characters, etc.), you may not be able to receive the verification email. Please double-check whether you entered the correct email address.

    Q: I forgot my password.
    A: If you forgot your password, don't be panic. Please go to [MY > Login] and click [Forgot your password?], then enter the email address you used when you created your account. We'll email you to help you reset your password. (It might be delivered to the spam folder.)

  • Q: I want to contact Customer Service.
    A: Before contacting Customer Service, you may check the FAQ first via [MY > Customer Service > FAQ]. Additional inquiries can be submitted by clicking [Submit a question] at the bottom of each FAQ page. If you are a non-member, it is difficult to inquire directly, hence, we recommend you to contact after creating an account.

    Q: Where can I find out what I have inquired about?
    A: You can check the progress and replies to your previous inquiries from [MY > Customer Service > My Inquiries].

  • Q: I want to be notified when a Star creates a new post.
    A: You can get notified when a Star creates a new post or when a Star replies to the comments (Star activities). Notification settings are available for both "Email" and "App Push", and individual settings are also possible. If you want to view the collection of Star activities, click the πŸ”” icon in the upper right corner.


    Q: I am not receiving Email/In-app notifications.
    A: Please check whether the notifications have been correctly set via [MY > Notifications]. Notification settings are available for both "Email" and "App Push", and individual settings are also possible. If you do not receive an email notification even after completing the notification settings, it is likely that it was sent to your spam folder.

    Q: I want to stop receiving Email/In-app notifications.
    A: If you would like to stop receiving Email/App-Push notifications, please disable them via [MY > Notifications]. Once set, you will no longer receive notifications even though new posts or Star Stories are uploaded.

  • Q: How much is 1 point (change it to the point unit name you are using)?
    A: If base currency = KRW, please use the sentence below. The value of the point (please change it to the points name you are using) and the base currency is 1P (please change it to the points unit you are using) = 10 KRW, and you can use it in units of 1P (please change it to the points unit you are using).

    If base currency = USD, please use the sentence below. The value of the point (please change it to the point name you are using) and the base currecny is 1P (please change it to the points unit) = 0.01 USD, and you can use it in units of 1P (please change it to the points unit). You can check your current points in [MY].

    Q: Can I select a currency when checkout?
    A: You can set the currency by selecting either KRW or USD from [MY > Currency]. You will be billed with the currency chosen.

    Q: Where can I check my order history?
    A: You can check your order history from [MY > Vouchers/Tickets] or [MY > Order History]. If you click on each order, you can check the details of corresponding order.

    Q: I am curious about possible payment methods.
    A: Currently, PayPal is the only available payment method for countries other than Korea, both on Single and Recurring Payments.

    - Available Credit Cards: Visa, Master, American Express/Union pay


    Q: What eWallets can be used with Alipay+?
    A: Currently, b.stage's Alipay+ offers the following eWallets: Alipay (China), AlipayHK (Hong Kong), Tochn'Go eWallet (Malaysia), GCash (Philippines), DANA (Indonesia)

    Q: Why can't I pay with points?
    A: Most products can be redeemed with points. However, points cannot be used when ordering recurring payment products(General membership/Subscription Voucher/Recurring Sponsorships).

    Q: Can non-members order?
    A: Orders can only be placed by members who have registered. That is, non-members are not allowed to proceed to the Check-Out page.

    Q: I want to check the next payment date for my subscription.
    A: If you have purchased the recurring payment memberships/vouchers, you may check the next payment date from [MY > Order History]. Please select the corresponding product, and you will find the [Next payment date] under [Subscription Details].

    Q: I want to check the expiration date of my voucher.
    A: You can check the expiration date of the voucher you purchased from [MY > Order History]. After clicking on the product, check the exact date from the details page.

    Q: I would like to cancel an order.
    A: From [MY > Order History > Products], select the product you would like to cancel and click the [Cancel order] button. However, if the order status changes to [Preparing product], the order cannot be canceled. In this case, please contact Customer Service.

    Q: I want to change the shipping address.
    A: From [MY > Order History > Products], select the product you would like to change the shipping address for, then click the [Change] button in the [Shipping information]. In the pop-up, you can edit, delete, or add a new shipping address. However, if the order status changes to [Preparing product], it is not possible to modify the shipping address.

    Q: My Personal Information (Name or Email) is incorrect.
    A: Personal Information entered cannot be edited after the payment is processed. Please double-check and enter the correct information before checking-out.

    Q: How do I track shipping?
    A: Track Shipping could be done from [MY > Order History > Products], by clicking the [Track Shipping] button for the desired product.

    Q: How do I request an exchange or return?
    A: From, [MY > Order History > Products], find the product you would like to request an exchange or return. Please select the [Reason for exchange/return] from the drop-down list, enter the detailed reason and attach a photo for evidence. If you want to deliver the product to an address other than the origial shipping address, please also add it here. By clicking the [Next] button, you will be allowed to check the requested information. Click the [Request] button to proceed.

    * Your request might be approved or denied after further review.

  • Q: I want to cancel my subscription.
    A: If the order status of Vouchers/Sponsorships/Memberships is [Order Complete], you can cancel the order directly from [MY > Order History > Vouchers or Sponsorships or Memberships]. However, if you have viewed any paid-contents or if 7 days have passed since the order was completed, the order status would change to [Purchase Confirmed] automatically. In this case, you have to contact Customer Service via [MY > Customer Service].

    * In the case of recurring payments products, subscription status is still maintained for a set period of use even though it has been canceled. That is, the subscription rights are lost after the expiration date. Please note that it cannot be recovered after the cancellation.

    Q: I want to cancel my voucher.
    A: If the order status of Vouchers is [Order Complete], you can cancel the order directly from [MY > Order History > Vouchers]. If you have viewed the content or if 7 days have passed since the order was completed, the order status would change to [Purchase Confirmed] automatically. In this case, you will not be able to cancel directly, contact Customer Service instead.

  • Q: Can I set to view only the posts from a certain Star?
    A: If you click on a specific Star's profile from the HOME feed or Star Story menu next to the feed will allow you to browse only the posts from the Star you selected.

    Q: Can I share content?
    A: For contents that can be shared, a link copy function is provided. After accessing to the content, please click the three-dot icon [⁝] to generate [Copy Link].

    Q: Can I download the membership-only contents to my personal device?
    A: After clicking on the content you wish to download (Photos),
    From Web, [Click the photo to enlarge > Right-click > Save image as].
    From App, [Click the photo to enlarge > Long press > Save image].
    Any contents that is difficult to be downloaded can be always found from our b.stage at any time, so please make the most of it.

    * If you distribute membership contents to other social media channels without permission, you might be restricted from joining membership in the future.

    Q: Is there a restriction on the number of viewing paid-contents?
    A: Once paid, paid-contents are available for unlimited time within b.stage. However, products with a fixed period of use such as Personal/Limited-time Voucher, there may be restrictions.

    Q: Can I change the subtitle language?
    A: For video contents, you can select a subtitle language after pressing the gear icon in the bottom right corner. (Only if the video content is provided with multiple subtitles.)

    Q: Can I modify my answers after participating in the Survey/Poll?
    A: After participating in the Survey/Poll, participants can edit their answers, only when the [Edit Answer] button is activated by the operator. That is, some events cannot be edited, thus, please enter as accurate information as possible.

  • Q: I would like to add a hastag to my post.
    A: You can set a hashtag by combining '#' and a word when writing a post. Posts with hashtags are gathered automatically when that specific hashtag is clicked. However, it is not possible to set hashtags when writing comments and replies.

    Q: I cannot see my comments.
    A: Comments you posted may be temporarily unexposed due to reports from other users. For the exact reason, please inquire through [MY > Customer Service].

    Q: I want to report an inappropriate comment.
    A: You can directly report comments that slander others, abusive language, or advertising purpose. Click the three-dot icon [⁝] to the right of the comment or reply comment and click [Report]. Comments will be blinded or hidden after further review by the operator.

  • Q: What are Digital Rewards?
    A: This is a service that compensates users as a result of a specific event or according to the activity history. It usually forms as image badges, emblems, digital points, etc.

    * You can check the details of the Digital Rewards you have received from [MY > My Rewards].

    Q: Where can I check the Rewards I have earned?
    A: You can check the details of the Digital Rewards you have received from [MY > My Rewards].

    Q: Are Image/Emblem Rewards downloadable?
    A: Yes, from [MY > My Rewards], you are allowed to download the rewards for which the "Save Rewards" button is activated.

    Q: How do I use Points Rewards?
    A: You can check the total Points you have earned from the profile area at the top of [MY]. (You can check the details of the Points Rewards you have received from [MY > My Rewards].) The accumulated Points can be used when purchasing the one-time payment products.

  • Q: What is Membership?
    A: Membership refers to a service that allows exclusive use of membership-only benefits provided by [Please enter your b.stage name]. When you sign up for membership, you can enjoy various additional benefits such as membership-only contents, community, Star Stories as well as exclusive merchandise.

    Q: How do I sign up for membership?
    A: Click the [Membership] button on the main page or select a membership product from the [SHOP], by clicking on the [Join] button. Membership registration is completed when the final payment is made. You can enjoy membership-only benefits right after signing up.

    Q: What are the membership types and payment methods?
    A: [Please refer to the below if you are using General Membership]
    We are always recruiting membership members. Membership subscriptions are automatically renewed with monthly recurring payments, so there is no hassle of making new payments every month. Recurring payments are only supported by the credit card.

    [Please refer to the below if you are using Seasonal Membership]
    We are recruiting membership members for a limited amount of time. This means members are also entitled to benefits for a set period of time. This membership subscription is based on one-time payment.

    Currently, PayPal is the only available payment method for countries other than Korea, both on Single and Recurring Payments.

    - Available Credit Cards: Visa, Master, American Express/Union pay

    Q: I would like to change my recurring payment information.
    A: The payment information entered for the first time cannot be changed. You must cancel the current subscription first, then purchase the membership again with the new card (After the current subscription period ends). To cancel the subscription, click [MY > Order History > Memberships > Select the membership you would like to cancel > Cancel Subscription].

    Q: I would like to check the next payment date for my membership.
    A: You can check the next payment date from [MY > Order History > Memberships]. After clicking on the specific membership, check the next payment date in the subscription information.

    Q: I would like to check the level benefits of the membership I signed up for.
    A: When you click [Members only] button in orange color from [MY], you can check not only the usage period, but level benefits, and exclusive contents.

    Q: I would like to check the payment history of my membership.
    A: You can check the payment history of the purchased membership from [MY > Order History > Memberships]. After clicking on the specific membership, check the [Previous Payment Summary > View more payment records]. Payment method, Total amount paid, and Usage period are recorded.

    Q: I would like to withdraw from the membership I joined.
    A: If the order status of Memberships is [Order Complete], you can cancel the order directly from [MY > Order History > Memberships]. However, if you have viewed any paid-contents or if 7 days have passed since the order was completed, the order status would change to [Purchase Confirmed] automatically. In this case, you have to contact Customer Service via [MY > Customer Service].

    * In the case of recurring payments products, subscription status is still maintained for a set period of use even though it has been canceled. That is, the subscription rights are lost after the expiration date. Please note that it cannot be recovered after the cancellation.

    Q: I would like to cancel the recurring payment for my membership.
    A: You can always cancel the recurring payment for the membership from [MY > Order History > Memberships]. After clicking on the specific membership, click the [Cancel subscription] in the [Subscription Details].

    * Before membership rights are exercised: Payment is canceled immediately, and membership rights expire at the same time.
    * After membership rights are exercised: Cancellation and expiration of membership rights will be completed on the next payment date.

 

πŸ‘‰ Editing and deleting FAQs

  • Click the FAQ you want to edit on the FAQ list.
  • After completing the modification, click [Apply] in the upper right corner.
  • In order to delete, click the [⁝] icon on the top right. Please note that you won't be able to restore it once it's been deleted.


πŸ‘‰ Key FAQ Settings

  • You can display up to 30 questions on the main screen of the Customer Service page, in any order you choose.
  • When the FAQ registration is complete, click [Key FAQ Settings] at the top of the FAQ list.
  • When the [Key FAQ Settings] window appears, select an FAQ to be displayed as a key FAQ among the FAQs in the list on the left.
  • If you mouse over an FAQ that needs to be changed in the selected list on the right, icons will appear to delete [πŸ—‘οΈ] or change the order [⁝⁝].
  • Please click [Apply] after the selection.


πŸ‘‰ List of FAQs

  • You can collectively change the status of previously registered FAQs to [Delete], [Display], or [Make private].
  • If you click the checkboxes on the left of the FAQs that need to be applied in bulk, the functions will automatically appear.
  • Click [Delete] to delete all selected FAQs. You won't be able to restore them once they've been deleted.
  • If you click [Display] or [Make private], all selected FAQs are changed to displayed or hidden respectively.