FAQ

GETTING STARTED

How Do I Get Started?

It’s easy! Head to live.deadmau5.com and sign up. Once you’ve signed up, you can test the waters with our Free Access or subscribe for an All Access membership ($4.99/mo. or $44.99/yr.) to receive all the content that is available from deadmau5. Cancel anytime.

What Features Come with my Membership?

You’ll get everything first and best:

Reach - Personal text messages  
Chat – Talk to deadmau5 himself
Live Stream – Tune into live broadcasts
WTF? - Get status updates throughout the day
Photos – Best of the best images
Music – Create your own playlist of the best, newest, unreleased music
Video – Watch exclusive recorded videos
MSG Bored – Connect with other fans & stay up-to-date on all the good stuff happening here
VIP QR Code – Your ticket to private events

How Much Does A Membership Cost?

Free – Try it out for yourself (with limited access)
All Access / Monthly Membership - $4.99/mo. to get all the good stuff
All Access / Annual Membership - $44.99/yr. to stay connected all year round

Will I Have to Deal with Ads?

Nope. It’s 100% add-free. It’s just you and deadmau5.

What Is Upfront?

Upfront is a digital platform for artists and fans to uniquely interact by leveraging both traditional and innovative ways to communicate and share exclusive content.

YOUR PROFILE SETTINGS & INFO

Complete Your Profile

To receive all the perks of your membership be sure to fill out all your profile details! (Phone Number, Address, D.O.B etc.)

How Do I Edit My Profile Information?

To edit profile information such as your phone number, password, birthday etc. follow the steps below.

1.  Login to your account and select "Memberships" in the upper right hand corner of the home page
2. In your profile column to the left of the page you can edit your profile details

How To Edit Your Avatar

To edit your Avatar is simple, just follow the steps below. 

1. Login to your account at live.deadmau5.com
2. Select "Membership" in the upper right hand corner
3. In your profile column to the left of the page, viewing your Avatar, select "Edit"

What If I Don't Want to Give Out My Phone Number?

Unfortunately we have no way for deadmau5 to contact you without your number. However, we can assure you that you’ll never receive any spam messages or promotional calls. 

Editing Your Email Address

If you have the wrong email address registered with your account please feel free to submit a request to us at deadmau5support@beupfront.com with the correct information and we will gladly update your email address.

Will I be Charged for Receiving Phone Calls and Text Messages?

We’ll never charge you to receive anything from deadmau5. However, your mobile service provider's standard rate for receiving calls and text messages may apply.

Receiving International Phone Calls & Text Messages

We will not charge you to receive international calls or text messages. However, various charges may be applied from your mobile service provider. To find out more, please contact your provider concerning their policies and rates on receiving international calls and text messages. If you do not wish to receive calls and/or text messages, you may customize your account by adjusting your notification settings.

1. Login in at live.deadmau5.com and select the “Membership” tab
2. Under the “Notifications” section, switch one or both Phone Calls & Text Messages to “OFF”


*Note: Choosing to switch off Phone Calls and/or Text Messages does mean you will not be able to receive these features from deadmau5.

I've Forgotten My Username and/or Password.

  • Head to the login page of live.deadmau5.com
  • Select the “Forgot Password” option in the upper right hand corner
  • Enter your username or registered email address.
  • Click 'Send'

An email with your username and password reset link is now being sent to your profile email address.

Haven't got your password email yet? The email should arrive in a few minutes after the request. If it still has not arrived in your inbox it is possible that the email may be filtered as spam by your email host. Still concerned? Submit a request to us at deadmau5support@beupfront.com and we will be in touch.

 

ACCOUNT INFORMATION

How Does Payment Work?

Monthly Membership:

You’ll pay your first membership fee upon sign-up. After the initial fee, your account on file will be automatically charged each month unless you change your account settings before the next billing cycle. Cancel anytime.

Annual Membership:

You’ll pay the full membership fee upon sign-up. After the initial fee your account on file will be automatically charged 12 months later from the time of subscription, unless you change your account settings before the next billing cycle. Cancel anytime.

How to Cancel Your Membership

You can cancel your membership at any time through the website via the Membership tab in the upper right hand corner of the screen.
How To Cancel:
1. Logon to your account at live.deadmau5.com
2. Select "Membership" in the upper right hand corner
3. Select “Cancel”

How to Edit Payment Information

To edit your payment information please follow the steps below:

  • Sign-in to your account at live.deadmau5.com
  • Once signed in, select "Memberships" in the upper right hand corner
  • In your profile column to the left of the page select "Update Card”
  • Fill in your new payment details and select "Update Credit Card"

If you have any issues updating your details please feel free to contact us at deadmau5support@beupfront.com and the Customer Service Team will be happy to help.

How Do I Switch My Membership Subscription Type?

To switch your membership subscription type (Annual/Monthly) you will first need to cancel your current subscription and resubscribe to your subscription of choice (Annual/Monthly).

To Cancel:

  • Go to the website and logon to your account at live.deadmau5.com
  • Select "Membership" in the upper right hand corner
  • Select “Cancel Membership"

To Resubscribe:

  • From the Membership page, select “Gain Access”
  • Fill in your payment details
  • Select membership type – Annual/Monthly

What Is A Founding Member and How Do I Become one?

Found Member status is given to the first 5,000 All Access paid members of live.deadmau5.com. To become a Founding Member, you must subscribe to an All Access membership. Your Founding Member badge will then appear on your membership settings found under the membership tab.

What Are Your Method of Payment Options?

You can pay for your membership with any Amex, Visa, Discover or MasterCard credit card or through PayPal.

How Do I Get a Receipt of My Payments?

You should receive a receipt of your payments from PayPal. If you have issues or questions submit a request to us at deadmau5support@beupfront.com.

I’m Having an Issue with My Payment Processing

Please contact support with for any payment processing issues by sending us a request at deadmau5support@beupfront.com and we will be in touch soon.

I’m Having Trouble Logging Into My Profile.

Check your password and login information.  You can also retrieve your password by selecting the “forgot password” text on the login page.  For additional support feel free to submit a request to us at deadmau5support@beupfront.com.

Can I Put My Membership on Hold?

Currently memberships cannot be placed on hold, but you may choose to opt-in for our free version by canceling your account.

Can I Reactivate a Membership After I Have Deleted It?

Yes, though you’ll need to re-enter your payment information.

To Resubscribe:

  • Go to the website and logon to your account at live.deadmau5.com
  • Select "Membership" in the upper right hand corner
  • Select “Gain Access”
  • Fill in your payment details
  • Select membership type – Annual/Monthly

Can I Share My Membership?

No.  Accounts are designed for personal use only. Allowing the use of an account by more than one person would be unfair because many people would have access to content for the cost of a single subscription.

What's The Exchange Rate in My Country?

All funds are processed in USD. Contact your bank to find out your current conversion rate.

What If I Miss the Phone Call?

Unfortunately, if a call has been missed, you may receive a voicemail but unfortunately we cannot guarantee that you will receive it. This matter is something that lies within the hands of the service provider that is used to enable deadmau5 to make calls across the globe. This is an issue we are hoping to soon find a solution for as soon as possible and we appreciate your patience in the meantime.

What is Your Refund Policy?

We do not refund partial month memberships or prorated amounts. However, very rarely, if there are special circumstances where we determine it is appropriate (e.g., live.deadmau5.com is unavailable for days due to technical difficulties), we may provide credits/refunds to affected subscribers. The amount and form of such credits, and the decision to provide them, are at our sole and absolute discretion, and the provision of credits in one instance does not entitle anyone to credits in the future under similar or different circumstances.

 

TECHNICAL SOLUTIONS & QUESTIONS

My Payment Processed But The Content Isn't Showing Up.

Try refreshing your page or signing out and signing back in. If you’re still having issues, submit a request to us at deadmau5support@beupfront.com.

I Can't Access My Membership, Why is That?

Please be sure your billing information is up to date as lapsed payment information may cause access issues.  For additional support, go to deadmau5support@beupfront.com to submit a request. The Customer Service Team will be in touch shortly.

Didn't Receive Text Messages

Make sure you have opted-in to receive text messages.

1. Logon and select "Memberships" in the upper right hand corner
2. In the notifications column next to deadmau5, you can adjust your notification settings.

Also check that you have entered the correct phone number.
1.  Login and select "Memberships" in the upper right hand corner
2. In your profile column to the left of the page you can edit your details, including your phone number

Still not working? Submit a request to the Customer Service Team at deadmau5support@beupfront.com and they will gladly help you.

Sound Issues - Can't Hear Audio

There can be a number of reasons why you’re not hearing any sound. Try the following solutions:

  • Check the volume bar in the site itself or if you are using an iphone - check that it is not muted.
  • For Mac: Your computer sound volume in the top menu bar 
  • For Windows: Check your system volume in the bottom right corner and make sure that the volume isn't muted.
  • Make sure to have your speakers as your output (System Preferences > Sound).

Are There Any Browsers That Are Not Supported?

We do not support certain older browser versions.  For the most optimal experience, we recommend the following versions or anything newer:  
Internet Explorer 9.0
Firefox 17
Safari 6.0
Chrome 21

Questions or issues? Submit a request to us at deadmau5support@beupfront.com and our Customer Service Team will be in touch shortly.

Cannot Connect to live.deadmau5

Please try the following steps to sort out connection problems on your web-browser:

1. Restart your computer and run live.deadmau5.com again.

2. Make sure that your internet connection and wi-fi network are working properly.

If these steps didn't work, please try another WiFi connection or feel free to submit a request to us at deadmau5support@beupfront.com.    

iPad/Tablet Compatibility

IPad and Tablet users may experience some technical difficulties, as these devices are not yet fully compatible with live.deadmau5.com. Questions? Submit a request to us at deadmau5support@beupfront.com.

OTHER INFORMATION & QUESTIONS

Does live.deadmau5 Have Parental Controls?

No. Currently access is only limited by your membership level. You must be at least 13 years old to sign up for an account

Is live.deadmau5 Safe?

Yes. The information you provide to will never be disclosed. To learn more about your privacy rights and how the information you provide is used, please read the Privacy Policy.

When Will live.deadmau5.com be Available For My Phone?

We are excited to announce that we will be launching live.deadmau5.com in App form available for: iPhone, Android, and Windows users in 2014 Stay tuned for the reveal of the launch date.