The live show has no picture or sound

Almost every live show problem is solved with a simple check. Here they are in order of likelihood: start from the first and work down until the show comes back.

There’s no sound

Audio starts muted, on Sweetly as on every site: browsers don’t allow a sound to play before you tap the page. Press the speaker icon in the player (Unmute).

If you still can’t hear anything:

• check your device volume and that your phone isn’t on silent;
• check the browser tab isn’t muted;
• with Bluetooth headphones, make sure they’re connected to the right device.

If the performer has turned off her microphone there’s nothing to fix on your side: the show continues without sound until she turns it back on.

The video stays black or won’t start

1. Reload the page. It’s the quickest fix when the connection dropped for a moment.
2. Turn off your VPN. It’s the most common cause on phones: many VPNs slow down or block the kind of connection live shows use. Turn it off and try again.
3. Change network. Switch from Wi-Fi to mobile data or the other way round. Work, hotel and some public networks block streaming.
4. Update your browser. Live shows work with recent versions of Chrome, Safari, Firefox and Edge.
5. Try without extensions. Some ad or privacy blockers interrupt the video: disable them for sweetly.net.

If the performer has turned off her camera you’ll see a black frame even when everything works: the show resumes as soon as she turns it back on.

“We can’t connect you to the live show”

This message appears when the connection to the room doesn’t open. Wait a few seconds and try again; then follow the steps above, starting with the VPN and the network. If it happens with every live show and on several networks, open a ticket with your device, browser and the time.

The picture is choppy or blurry

• Quality adapts to your connection on its own: if the network is weak the picture gets lighter so it doesn’t freeze, and gets sharp again when the network improves.
• Close other tabs or apps that are downloading or streaming video.
• Move closer to your router, or use a more stable network.

Sometimes the slowness is on the performer’s side: if her upload connection is weak, everyone sees a choppy picture. In that case there’s nothing to change on your device.

The show suddenly stopped

• The performer went private. You’ll read She's in a private session: the public room is paused and resumes on its own when the session ends.
• The performer switched to a group show. You’ll read She's in a group live show: you join from the live shows page.
• The show is over. You’ll read Not LIVE. Press Notify me when they go live to know when she’s back.

My camera won’t turn on in a private session

Your camera and microphone only turn on if the performer offers and you accept. If you read The browser didn't give us the camera:

• in your browser settings, under the site permissions, allow camera and microphone for sweetly.net, then try again;
• close other apps using the camera, such as video calls;
• on iPhone also check Settings › Safari › Camera and Microphone.

I left the session and lost minutes

Tokens are only deducted for the minutes the session is open. If it was cut short by a Sweetly fault, we return the minutes paid for and not received in tokens: open a ticket with the performer’s name and the time.

Frequently asked questions

Why does the live show start without sound?

Because browsers don’t let a sound play before you tap the page. Press the audio icon in the player to turn it on.

Can a VPN stop live shows from working?

Yes. Many VPNs slow down or block the connection used for streaming, especially on phones. If the video won’t start, turn it off and try again.

Which browser works best?

Live shows work with up-to-date versions of Chrome, Safari, Firefox and Edge. The key is to keep it updated.

Do you give my tokens back if a private session is cut short?

Yes, if the session was cut short by a Sweetly fault: we return the minutes paid for and not received, in tokens.