FAQ

General Service Questions

General Service Questions
  • Q1. What is big big channel?

    big big channel is an all-in-one multimedia site combining the functions of a traditional TV, a mobile app and a social platform. It brings to the audience an all-new experience through live streaming and video recording by TVB artists and online celebrities from China, Japan, Korea and Taiwan. By simply registering as a member, you can watch videos free-of-charge. During a live stream, you can leave comments to interact with the artist or KOL – you’ll never have felt so close to a star in your life! You can even send emojis and paid gifts as a token of support for the celebrity, as long as your heart desires.

  • Q2. How to use big big channel service?

    Visit big big channel website, or download big big channel App by mobile device.

  • Q3. How to download big big channel App?

    Android and iOS users can download the App from Google Play Store and App Store respectively.

  • Q4. Any difference in feature between big big channel website and App?

    big big channel website not yet has all features of the App, but we are conducting further development on it.

  • Q5. What is TVB member ID?

    TVB member ID is a unique identity for our users to enjoy the TVB online services, allowing us to enjoy the services in a simpler and quicker way. By registering a TVB member ID, the account will become your unique credential to login TVB online services. Therefore, you’re no longer required to register again on other services. Moreover, as more online services are adapting the TVB member ID system, to use different services at the same time, you can just only login one time on any supported service, instead of doing one by one on different Apps.

  • Q6. What is the system requirement of big big channel?

    PC:
    Browser: Google Chrome 63.0 or later / Safari 11 or later
    Operation System: Windows 7 or later / Mac OS X 10 or later

    Mobile Device:
    Android: 5.0 or later
    iOS: 8.0 or later

    If your system requirement fulfill the requirement above but cannot use big big channel service properly, please email to enquiry@bigbigchannel.com.hk with your account and system details.

  • Q7. How to register big big channel service?

    You can register the service on big big channel website or App.

  • Q8. How to be a KOL?

    You can submit the KOLs application form. Please click “About Us” on big big channel website footer, then choose “To be KOLs” and fill in the form. Invitation notice will be sent to appropriate applicant after reviewing.

  • Q9. Does big big channel have any restriction on service area?

    No such limit.

  • Q10. Can I register big big channel service if I do not have an email address?

    We send confirmation email to users in registration and all users have to login the service with email address. So, you must provide a valid email address in registration.

  • Q11. Can I register the service again with the same email address?

    No. Each email address can only be registered one account.

  • Q12. I have registered the service but I haven't received confirmation email. What can I do?

    First, you can check whether you’ve entered a correct email address. Second, go to your mail box, check all mail folders including junk mail box. If you still cannot find it, visit the service login page and try to login, then choose the “Resend e-mail” option.

  • Q13. Forgot big big channel account password, what can I do?

    You can choose “Forgot Password” on login page and then reset the password.

  • Q14. How to change the nickname?

    Login big big channel App, choose “Member Zone” on bottom right corner, then you can change your nickname by pressing your image icon.

  • Q15. How to change the account password?

    Login big big channel App, choose “Member Zone” on bottom right corner, then you can change your account password on “My Account” page. Also, you may use “Forgot Password” function on login page of both the App and the website to change the password.

  • Q16. How to change the mobile number and email address?

    Login big big channel App, choose “Member Zone” on bottom right corner, then you can change your mobile number on “My Account” page. However, email address cannot be changed.

  • Q17. My account is being used by other people. What can I do?

    Please change the account password as soon as possible.

  • Q18. Can I terminate my big big channel account?

    Yes. Please contact Customer Service Officer.

  • Q19. Can I login the service on different devices simultaneously with same account?

    Yes, you can login on different devices with same account simultaneously.

  • Q20. How to stop receiving promotional materials from big big channel?

    Please contact Customer Service Officer.

  • Q21. Why do users in EU region have to agree the terms of "Privacy Notice (EU)"?

    Users in EU region have to agree the terms to fulfill the EU regulation on privacy and data protection.

  • Q22. Why can't I upload video or broadcast live video after registration?

    Only Artist and KOL account can upload video or broadcast live video.

  • Q23. How can I change video quality?

    Video quality cannot be changed.

  • Q24. Can I download a video to my mobile device or PC?

    No.

  • Q25. Do uploaded videos have expiry date?

    No expiry date is set on uploaded videos.

  • Q26. Why can't I play video?

    You can check if your device fulfills the basic requirement of big big channel service, as well as the network condition. If your device fulfill the requirement but still cannot use the service, please email to enquiry@bigbigchannel.com.hk with your system details, error code and your email address account.

  • Q27. When I try to play video on website, the player displays “Please turn off Ads Block plugin” message. Why?

    The player of web version isn’t compatible with “Ads Block” extension. If your browser has installed this kind of function, you may stop using this to watch big big channel videos.

  • Q28. Any format requirement on uploading video?

    Video quality cannot be higher than 720p.

  • Q29. Any quantity limit set on Bookmark?

    No such limit.

  • Q30. The video download speed is slow and frequent rebuffering, why?

    The download speed and smoothness of video depend on your network or WIFI condition. Please check it first to ensure you have good network connectivity and enough brandwidth for video steaming.

  • Q31. What is the meaning of the number at top left corner on video thumbnail?

    It represents the view count of video. If the number is in white colour, only the viewing on big big channel service has been counted; if the number is in orange colour, it also includes the view count from other social media platforms.

  • Q32. Can I edit the message left on live video?

    No.

  • Q33. What are E-coins?

    E-Coins are a virtual currency used in mobile applications to purchase virtual gifts or services. big big channel’s virtual currency allows you to buy virtual gifts for artists/KOLs when watching their live streams, or buy songs for a duet with them in the “Karaoke” section.

  • Q34. What are Diamonds?

    Diamonds are intended for artists/KOLs to redeem for cash. Virtual gifts received by an artist/KOL can be converted into diamonds, which can then be exchanged for cash depending on the number of diamonds held.

  • Q35. How can I get E-coins?

    You can go to “Profile” page, then buy E-coins via Apple In-Apps Purchase or Google Play.

  • Q36. How many vitual gifts can I buy at most?

    No such limit.

  • Q37. I have finished the purchase process of E-coins but I haven't received them. What can I do?

    You can email to enquiry@bigbigchannel.com.hk with the confirmation email sent by store service provider (e.g. Apple and Google) and your account details.

  • Q38. Can I buy E-coins from banks?

    No. You can only buy E-coins via Apple In-Apps Purchase or Google Play on big big channel App.

  • Q39. How can I check my E-coins transaction?

    Click your profile image on the top right corner on the website to go member zone, then click the “E-coins” button to check your E-coins transaction .

  • Q40. How can I complain video content or other members' behavior?

    You can use the “Report” function on the service, or email to enquiry@bigbigchannel.com.hk.

  • Q41. I have enquiries about the service. What can I do?

    You can send email to enquiry@bigbigchannel.com.hk, or use “Live Chat” function on the website to make conversation with Customer Service Officer.

big big shop 問題
  • Q1. 如何選購商品?

    可在 big big channel 觀看影片時,點擊在影片下方產品介紹的圖片,即可進入商品詳情及選購商品;另外,你也可在 big big channel 服務中點擊相關藝人或節目的頭像,再點擊藝人檔案 / 節目檔案右下方的 eShop 圖標,即可瀏覽商品詳情及選購商品。

  • Q2. 如何選購商品?

    可憑訂單編號,於辦工時間(早上9點至晚上12點)致電big big shop 客戶服務熱線 5700-0808 查詢,或電郵至 shopcs@bigbigchannel.com.hk 查詢。

  • Q3. 如何查看訂單編號?

    當完成交易後,big big shop 會按照客人輸入的電郵地址發送發票,發票編號打印於發票近頂端位置。如果你是 big big channel 註冊會員,也可在會員專區頁面中,點擊「我的賬戶」(Apps 中右下角人仔圖標),進入「我的訂單」,就可查看訂單紀錄及編號。

  • Q4. 非 big big channel 會員,能否到 big big shop 購買商品?

    big big shop 接受非會員購買商品。

  • Q5. big big shop 接受哪種支付訂單方式?網上支付?貨到付款?

    目前只接受網上付款,以 Visa、Master 信用卡或銀聯卡繳付。暫不接受貨到付款。

  • Q6. 成功購買或支付失敗時,會否有相關提示?

    當付款成功,頁面會顯示「交易完成」的提示及訂單編號 ;如支付失敗,則會顯示「交易未能完成」提示及「失敗代碼」。

  • Q7. 可否取消仍未支付的訂單?

    在交易畫面中,直接點擊「取消」,畫面會出現「訂單取消」的提示。
    若「提交訂單」後超過 15 分鐘仍未完成付款,系統也會自動釋出保留的商品,並顯示「訂單取消」的提示。

  • Q8. big big shop 售買之貨品是否接受退貨、換貨及退款安排?

    big big shop 之商品均不設退貨安排,除非個別商品網頁內另有訂明退貨或換貨條款。建議您於訂購前先細閱商品網頁內的條款。退貨、換貨條款不適用於任何基於個人喜好而要求換貨或退款之商品。
    惟如收取商品後發現商品有損壞(不包括不正確使用或人為損壞)丶出現品質問題丶遺漏或錯誤送遞,則可申請換貨,而最終決定權會經供應商作商品瑕疵鑑定,並由供應商決定是否接受換貨或退款。如需申請退換貨,請於收貨日期起計7天內提出書面申請電郵至(shopcs@bigbigchannel.com.hk),於主旨注明“商品換貨申請“,並於內容內附上有關之訂單編號,送貨單或收據,申請退換貨商品名稱及照片詳情,我們會就您所提供的資料與供應商聯絡及確認。您亦可致電(+852 5700 0808)與我們的顧客服務部同事聯絡。

    如供應商未能提供商品更換,並經顧客服務部確認可安排退款後,有關款項將於確定日起 4至 8星期內退回到進行交易之信用卡賬戶內,請留意信用卡的月結單。而成功申請退款是不會被收取手續費,但如需退款之商品於購買時享用了折扣優惠(如商品組合優惠、商戶或品牌折扣等),退款金額或會按比例調整,當中可能需要補回額外款項,或直接於退款金額中被扣除。如該交易是在OK便利店以現金支付,該退款金額將會以銀行轉帳丶支票或big big coin形式退回到您的帳戶內。
    如確定需要申請換貨,請先閱讀詳細安排,請按此了解。

  • Q9. 訂單付款後,需要多少個工作日安排寄出貨物?會否收取運費?

    因應個別供應商而定,請參閱貨品頁面 的「運送方法」,內有送貨安排及收費詳情。

  • Q10. 貨品可否寄到香港以外城市?會否收取額外運費?

    因應個別供應商而定,請參閱貨品頁面 的「運送方法」,內有送貨安排及收費詳情。

  • Q11. 同一訂單內的貨品,能否派送至不同地址?

    同一訂單只能送貨至單一地址,如要送貨至不同地址,需另開新訂單。

  • Q12. 如何預約快遞派送時間?

    因應個別供應商而定,請參閱貨品頁面 的「運送方法」,內有送貨安排及收費詳情。

  • Q13. 如何新增送貨地址或更改現有送貨地址?

    (只適用於已註冊 big big channel 會員)你可在「我的賬戶」>「我的收貨地址」中,新增送貨地址或更改現有送貨地址。

  • Q14. 購買數量有否限制?

    每種貨品庫存都有不同的數量以供購買,因應個別供應商而定,有些產品可能於優惠期限量發售。如您購買的數量大於庫存,系統會提示「產品存貨不足」並返回購物車畫面,讓你重新確認購買數量。

  • Q15. 如何刪除交易資料的信用卡紀錄?

    (只適用於已註冊 big big channel 會員)可點擊「我的賬戶」,再選擇「我的付款方法」,便可刪除已保存的支付方法。

  • Q16. 如何添加「喜愛商品」? 在哪裡可以查看此商品名單?

    (只適用於已註冊 big big channel 會員)在產品詳情中,點擊心形圖案,可以將商品增加到「喜愛商品」名單內。點擊於「我的賬戶」內的「喜愛商品」,即可查閱已收藏的商品。

  • Q17. 如於交易進行中,未能完成支付,並出現「交易未能完成」的提示,有關款項是否已被收取?

    如交易未能完成,代表有關款項亦未成功收取。如果需要查詢詳情,可致電 big big shop 客戶服務熱線 5700-0808 查詢,或可向信用卡發卡銀行查詢。

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