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General Service Questions | Big Big Shop Questions
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.
Visit Big Big Channel website, or download Big Big Channel App by mobile device.
Android and iOS users can download the App from Google Play Store and App Store respectively.
Big Big Channel website not yet has all features of the App, but we are conducting further development on it.
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.
You can register the service on Big Big Channel website or App.
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.
No such limit.
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.
No. Each email address can only be registered one account.
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.
You can choose “Forgot Password” on login page and then reset the password.
Login Big Big Channel App, choose “Member Zone” on bottom right corner, then you can change your nickname by pressing your image icon.
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.
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.
Please change the account password as soon as possible.
Yes. Please contact Customer Service Officer.
Yes, you can login on different devices with same account simultaneously.
Please contact Customer Service Officer.
Only Artist and KOL account can upload video or broadcast live video.
Video quality cannot be changed.
No.
No expiry date is set on uploaded videos.
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.
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.
Video quality cannot be higher than 720p.
No such limit.
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.
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.
No.
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.
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.
You can go to “Profile” page, then buy E-coins via Apple In-Apps Purchase or Google Play.
No such limit.
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.
No. You can only buy E-coins via Apple In-Apps Purchase or Google Play on Big Big Channel App.
Click “About Us” on website footer, then choose “Member Profile” and login, then you can check your E-coins transaction.
You can use the “Report” function on the service, or email to enquiry@bigbigchannel.com.hk.
You can send email to enquiry@bigbigchannel.com.hk, or use “Live Chat” function on the website to make conversation with Customer Service Officer.
When you watch Big Big Channel video, click the product photo under video screen to view product detail page and purchase products. Also, you can click any artistes or programmes' image, then choose "e-shop" icon on the profile page to view the product detail page and make purchase order.
Please prepare your invoice number and call Big Big Shop customer service hotline, 5700-0808, during office hour (from 9 am to 12 midnight), or email to shopcs@bigbigchannel.com.hk for enquiry.
Big Big Shop will send you an order invoice when you finish the payment. The invoice number is near the top of your invoice. If you're Big Big Channel member, you can also check your transaction record and invoice number on "My Account".
You can also purchase products on Big Big Shop even you are not Big Big Channel member.
We now only accept online payment by Visa, Master & UnionPay credit card. Not support "cash on delivery".
If you pay successfully, "Transaction Finish" message & the invoice number will display; If you pay unsuccessfully, "Transaction Not Finish" message and "Failure Code" will display.
You can click "Cancel" on transaction page, then "Order is Cancelled" message will display. Also, if you haven't finished the payment within 15 minutes after proceeding your order, the product will be released and "Order is Cancelled" message will display.
It depends on each supplier. The "Term of Service" under "Product Detail" would mention whether those chosen products are supported return, replacement, refund or not. Please note that if there is any within days of delivery for return an replacement, and any package requirement for replacement.
It depends on each supplier. Delivery and payment details are mentioned on "Delivery" section under product detail page.
It depends on each supplier. Delivery and payment details are mentioned on "Delivery" section under product detail page.
Only one delivery address is available for each order. You must have a separate order for different delivery address.
It depends on each supplier. Delivery and payment details are mentioned on "Delivery" section under product detail page.
(For Big Big Channel member only) You can add delivery address and edit current delivery address on "My Delivery Address" under "My Account".
Differnet products have different quantity in store, depending on their suppliers. Some products may have limited supply in promotion period. When the quantity of product ordering is more than the quantity in store, "Out of Stock" message will display, and you'll be re-directed back to shopping cart page. Then you can choose the quantity again.
(For Big Big Channel member only) You can delete your saved payment information on "My Payment Method" under "My Account".
(For Big Big Channel member only) You can click the "Heart Icon" to add on "Favourite Product" list. Then you can check the list under "My Account".
If the transaction does not finish, it means the related payment has not been charged. For further enquiry, please call Big Big Shop customer service hotline 5700-0808, or contact the bank your credit card issued.
If the application of refund is approved, no extra fee for refund. It may take 4-8 weeks for your refund to display on your payment card statement.
To ensure we get your application,
please do not close the window until you see the confirmation message.