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✦ Knowledge Base

Frequently Asked Questions

Can't find what you're looking for? Open a support ticket.

This was a known routing issue that has been resolved. If you still experience it, try clearing your browser cache and reloading the page. The app now correctly distinguishes between entering broadcaster mode (via the Go Live button) and joining another user's stream (via Discover or a stream card). If the problem persists, log out and log back in.

👤 Account & Profile

Visit luxe-live.com and click Sign Up. Enter your display name, a unique username, email, and password. You can also sign up with Apple or Google. Account creation may be disabled during maintenance windows.
Yes. Go to your profile → Edit Profile and update your username. Username changes are free and take effect immediately. Usernames must be unique across the platform and may only contain letters, numbers, and underscores.
Go to your profile page and tap your avatar. You can upload a JPEG or PNG up to 5 MB. On mobile, you can also take a photo directly from your camera. Profile photos are stored securely on our servers.
The blue checkmark indicates a verified account. Verification is granted at our discretion to notable creators, public figures, and official brand accounts. Platform accounts (like @luxe-live) are permanently verified and appear first in discover and live listings.
On the sign-in page, tap Forgot password? and enter your email. You'll receive a reset link within a few minutes. If you don't see it, check your spam folder. If you still can't access your account, contact support.
To request account deletion, submit a support ticket with the subject "Account Deletion Request." We will process your request within 30 days in accordance with our privacy policy. Note: any unused Luxe Gold balance is non-refundable upon deletion.

🪙 Luxe Gold & Emeralds

On the web, click your Luxe Gold balance in the left sidebar to open the Store. On mobile, tap the Store icon in the bottom navigation bar. Select a package, enter your card details in the secure Stripe checkout, and your gold is added instantly. Available packages range from 100 to 3,000 Luxe Gold.
Luxe Gold is the currency you purchase and use to send gifts to creators. Emeralds are what creators earn when they receive gifts — they appear on profiles and leaderboards and can be exchanged for real money payouts. You cannot buy Emeralds directly.
While watching a live stream, tap the 🎁 gift icon at the bottom of the screen. Browse available gifts, select one, and confirm. The gift cost is deducted from your Luxe Gold balance and the creator receives the equivalent in Emeralds. A visual animation plays on screen when the gift is sent.
Go to your Profile → Store → Request Payout. Enter the number of Emeralds you want to exchange. The conversion rate and minimum payout amount are set by Luxe Live administrators. Payouts are processed within 3–7 business days. You'll need a valid payment method on file (Stripe, bank transfer, or other method as configured).
All Luxe Gold purchases are final and non-refundable, except in cases of verified payment processing errors. If you believe a charge was made in error, contact support within 7 days of the transaction with your order details.

🎥 Going Live

Step 1 — Tap "Enable Camera": When you open the Go Live page, you will see a gold Enable Camera button in the video preview area. Tap it first — your browser will ask for camera & microphone permission. Allow it.

Why this changed: iOS Safari requires camera access to be requested when you tap a button — it cannot be requested automatically on page load. Tapping "Enable Camera" grants the permission correctly.

If camera access is denied or the button shows an error:
  • iOS Safari: Settings → Privacy & Security → Camera → enable for Safari. Then return to the Go Live page and tap "Enable Camera" again.
  • Android Chrome: Tap the lock icon in the address bar → Site settings → allow Camera and Microphone.
  • Desktop: Click the lock icon in the address bar → allow Camera and Microphone.
  • Close other apps that may be using the camera (Zoom, FaceTime, etc.), then tap "Try Again".
  • If your device has no camera, switch to OBS mode to stream from a desktop encoder.
If the issue persists, submit a ticket.
Yes. Luxe Live supports OBS Studio, Streamlabs, and any RTMP-compatible encoder. See the OBS & External Streaming section below for full setup instructions.
Luxe Showdowns are live head-to-head competitions between two streamers. A Showdown can only be started during an active live stream.

How to start: While live, tap Drop the Glove to challenge another live creator. Set a title, choose your opponent, and set the duration (default 5 minutes). Optionally propose a Stake before confirming.

How scoring works: Viewers send gifts to support their chosen side. Gift value is multiplied by the current phase multiplier — the battle escalates through three phases:
• Phase 1 – Opening Round (1× multiplier): First 30% of the battle.
• Phase 2 – Escalation (1.5× multiplier): Middle 40% of the battle.
• Phase 3 – Final Word (2× multiplier): Last 30% — gifts count double.

Gilt Protection: If one side falls more than 2.5× behind, the trailing side gets a 2× Gilt multiplier to help close the gap. Activates up to twice per Showdown.

Streak Combos: Gift multiple times within 15 seconds to build a streak. Tier 1 (3+ gifts) = 1.25×, Tier 2 (5+) = 1.5×, Tier 3 (7+) = 2×.

Sudden Death: If scores are within 1% with 60 seconds left, all gifts score at 3× for the final minute.

Victory Lap: The winner gets a 3-minute Victory Lap where gifts earn an extra 50% Emerald bonus.
Tap the Manage button (purple shield icon) in your live controls. You'll see a list of current viewers. From here you can kick a viewer, grant them stream moderator privileges, or both. Stream moderators can kick users and end your stream on your behalf.
Tapping End Stream stops the broadcast immediately. Viewers are shown a "stream ended" message. Your stream session data (view count, gifts received, battle results) is saved to your profile. There is no replay functionality — live streams are not recorded.
If the broadcaster hasn't fully started their stream yet, you'll see a "Setting up stream — hang tight" message. After a few seconds, a Retry Connection button will appear. Tap it to attempt to reconnect to the broadcaster without leaving the stream. This is useful if the broadcaster briefly lost their connection or was still starting up when you joined.

If the stream still doesn't load after retrying, try refreshing the page. The broadcaster may have ended the stream or experienced a technical issue.

⚔️ Luxe Showdowns

Stakes are optional wagers proposed before or at the start of a Showdown. The challenger proposes a stake; the opponent can Accept, Reject, or Counter with a different offer.

Available stake types:
• Emerald Ante — Loser transfers a set number of Emeralds to the winner automatically at the end.
• Shoutout Surrender — Loser must give a public shoutout to the winner on their next live.
• Gold Tithe — Loser sends a portion of their Luxe Gold balance to the winner.

Emerald Ante transfers happen automatically. Other stakes trigger a reminder notification sent to the loser.
Every Showdown progresses through three phases automatically:

• Phase 1 – Opening Round: First 30% of the duration — gifts score at 1× base value.
• Phase 2 – Escalation: Middle 40% — gifts score at 1.5×.
• Phase 3 – Final Word: Last 30% — gifts score at 2×. Late surges can flip the result.

A full-screen banner and colour shift announce each phase transition on stream.
Gilt Protection activates when one side trails by more than 2.5× the leading score. While active, gifts to the trailing side get a 2× bonus on top of all other multipliers. It can activate up to twice per Showdown and deactivates automatically once scores re-balance.
If both sides are within 1% of each other when 60 seconds remain, Sudden Death activates. For the final minute, all gifts score at 3× — the highest multiplier in the battle. Any gift during Sudden Death can swing the outcome.
After the Showdown ends, the winning streamer enters a 3-minute Victory Lap. Gifts sent during this window earn the winner an extra 50% Emerald bonus on top of the standard rate.
The Luxe Pulse button lets you show crowd support for free — no Luxe Gold required. Every 50 pulses on a side triggers a Crowd Surge: gifts to that side get a 1.25× bonus for 10 seconds. Surges repeat every 50 pulses (100, 150, etc.). Coordinate with fans to chain surges during Phase 3 or Sudden Death for maximum impact.
Gifting multiple times within 15 seconds builds a streak combo:

• Tier 1 (3 gifts in 15s): 1.25× bonus
• Tier 2 (5 gifts in 15s): 1.5× bonus
• Tier 3 (7+ gifts in 15s): 2× bonus

Streak multipliers stack with phase, Gilt Protection, and Crowd Surge bonuses.
The Emerald Leaderboard ranks active creators by total Emerald balance. Emeralds are earned by receiving gifts during live streams and Showdowns — they cannot be purchased directly. Suspended or removed accounts do not appear. The leaderboard updates in real time.

🎙️ OBS & External Streaming

OBS Mode lets you broadcast from a desktop or professional streaming setup using OBS Studio, Streamlabs, or any RTMP-compatible encoder — instead of using your browser camera. This is ideal for streamers who want overlays, scene switching, screen capture, or higher production quality.

Your stream key is unique to your account. When OBS connects and starts broadcasting, your live session on Luxe Live begins automatically — no button to press in the app. When you stop OBS, your live ends automatically too.
  1. Go to Go Live in the Luxe Live app.
  2. Tap OBS / External in the mode toggle at the top.
  3. Your stream key is shown automatically. Tap Copy to copy it.
  4. If you need to revoke a key (e.g. it was accidentally shared), tap Reset to generate a new one.

Keep your stream key private. Anyone with your key can broadcast to your account.

This works with all versions of OBS Studio:
  1. Open OBS Studio → click Settings → Stream.
  2. Set Service to Custom.
  3. Set Server to: rtmp://luxe-live.com/live
  4. Paste your Stream Key (copied from the Go Live page).
  5. Click OK, then click Start Streaming in OBS.
  6. Within about 10 seconds, your stream will appear live on Luxe Live.
OBS Studio 30 and later supports WHIP, which offers lower latency than RTMP:
  1. Open OBS → Settings → Stream.
  2. Set Service to WHIP.
  3. Set Server to: https://luxe-live.com:8889/live/whip?key=YOUR_STREAM_KEY
    (replace YOUR_STREAM_KEY with your actual key)
  4. Leave Bearer Token blank.
  5. Click OK and start streaming.

WHIP uses WebRTC under the hood and typically delivers 0.5–2 second latency versus 3–8 seconds with RTMP.

  • Go to Go Live → OBS / External and confirm you've copied the correct key (it starts with lx_).
  • Make sure there are no extra spaces before or after the key in OBS.
  • If you recently clicked Reset, your old key is no longer valid — copy the new one.
  • Confirm your account has a Creator role or higher. Regular user accounts cannot stream via OBS.
If the problem continues, submit a support ticket.
Yes. You can use OBS's built-in Multiple Output plugin (OBS 30+) or a restream service like Restream.io to simultaneously broadcast to Luxe Live and other platforms such as YouTube or Twitch. Just add Luxe Live as one of the RTMP destinations with the server and stream key above.
No. From a viewer's perspective, an OBS stream looks exactly like a regular Luxe Live stream. They join from Discover or your profile as usual, can send gifts, chat, join guest boxes, and participate in battles — all features work the same.

💳 Payments & Billing

Payment failures are usually caused by incorrect card details, an expired card, or your bank declining the transaction. Try: (1) double-checking your card number, expiry, and CVC; (2) using a different payment method; (3) contacting your bank to allow the charge. If you're still having trouble, contact support with the error message you received.
Yes. Luxe Live uses Stripe for all payment processing. We never store your card number, CVC, or full card details on our servers. All transactions are encrypted using TLS/SSL. Stripe is PCI DSS Level 1 certified — the highest standard in the payments industry.
Payout requests are reviewed within 1–3 business days and transferred within 3–7 business days after approval. The status of your request is visible in your profile under Payout History. If your payout is marked "rejected," you'll receive a reason and can resubmit.

The Grand Inquisitor & Content Moderation

What is the Grand Inquisitor?
The Grand Inquisitor is Luxe Live's AI-powered content moderation system. It runs silently in the background while you broadcast and automatically monitors your stream for policy violations — specifically nudity and extended periods without a visible face. It helps ensure Luxe Live remains a safe, 18+ platform.
How does the Grand Inquisitor work?
The bot runs in your own browser — not on our servers — so it never sends raw video footage anywhere. It periodically samples a single frame from your camera, checks it for inappropriate skin-tone ratios, and uses an AI face-detection model to confirm your face is visible. No video is stored or transmitted; only a brief flag (confidence score + reason) is sent to our servers if a potential violation is detected.
What happens if the bot flags my stream?
If the bot detects a violation above the configured threshold, your stream will be automatically ended and you will receive an on-screen message explaining the reason. Our moderation team is simultaneously notified to review the event. If you believe it was a false positive, use the Contact page to appeal.
Why was my stream ended for “no face detected”?
Luxe Live requires broadcasters to keep their face visible during a stream. If the AI model cannot detect a face for an extended period (default: 45 seconds), the stream may be flagged. Make sure your face is well-lit and clearly in frame. Pointing the camera away from your face for a long time — such as filming a room or object — can trigger this rule.
Does the Grand Inquisitor record or store my video?
No. The analysis runs entirely in your browser using on-device AI. Only a small flag report (reason, confidence score, your user ID, and the stream ID) is sent to our servers when a violation is detected. No video frames are ever uploaded.
I'm an admin — how do I configure the Grand Inquisitor?
Go to the Admin Dashboard → Controls tab. Scroll to the Grand Inquisitor section. From there you can enable or disable the bot, adjust the nudity skin threshold, set the no-face timeout, change the check interval, and run a manual scan of all active streams.
I'm an admin — how do I manage the gift catalog?
Go to Admin Dashboard → Gifts. The Gift Editor lets you create, edit, and manage all gifts available on the platform.

Each gift has the following fields:
• Name — the display name shown to users
• Emoji — the emoji icon shown in the gift panel
• Luxe Gold Price — cost for viewers to send the gift
• Category — Standard, Premium, Rare, Epic, Exclusive, Luxury, or Special
• Animation Type — controls the visual effect when the gift is sent (Float, Rain, Dragon, Phoenix, Galaxy, God Mode, etc.)
• Tier Override — Tier 1 (CSS particles), Tier 2 (center-screen featured), or Tier 3 (full-screen cinematic). Leave blank to auto-assign from price (<100 = T1, 100–999 = T2, 1000+ = T3)
• Sort Order — lower numbers appear first in the gift panel
• Panel Icon URL — optional PNG/GIF image that overrides the emoji in the gift panel
• Stream Overlay Asset URL — WebM, MP4, or Lottie JSON URL that plays on the stream screen when the gift is sent
• Status toggle — hide a gift without deleting it (Inactive gifts are not shown to users)

To edit an existing gift, click Edit on any gift card. Changes appear in the gift panel and on streams immediately after saving. Use the search bar to filter gifts by name, category, or price.

🛡️ Safety & Reporting

On any post, tap the ⋯ (three-dot) menu → Report Post. During a live stream, tap the Report button in the top bar. Select a reason (spam, inappropriate content, harassment, hate speech, violence, etc.) and optionally add details. Reports go directly to our moderation team.
Visit the user's profile page and tap the ⋯ menu → Block. Blocked users cannot view your profile, send you messages, or see your posts in their feed. Blocking is private — the blocked user is not notified.
If you believe your account was banned in error, submit a support ticket with the subject "Account Ban Appeal" and include your username and any relevant context. We review all appeals within 5 business days. Note: accounts banned for severe violations (CSAM, threats, fraud) are not eligible for appeal.
The following content is strictly prohibited: nudity or sexual content involving minors, graphic violence, content that promotes self-harm, hate speech targeting protected groups, spam, impersonation, and fraud. Full details are in our Terms of Service. Violations may result in content removal, suspension, or permanent ban.

Still have questions?

Open a Support Ticket

Why does the battle opponent list only show certain users?

When you submit a battle challenge, the opponent list shows only creators who are currently live. Battles can only happen between active streams, so users who are not live will not appear in the list.

Can badges have custom images?

Yes. Admins can upload a custom image when creating a badge. The image will be displayed next to users' names in live chat instead of the default emoji. Supported formats include PNG, JPG, and GIF. If no image is uploaded, the badge emoji is shown.

How do I issue a badge to a user?

In the Admin panel under the Badges tab, click "Issue" on any badge. A search box will appear — type a handle (username) or display name and select the user from the results. Click "Issue Badge" to confirm. You can also issue badges directly from the Edit Account view for any user.

How do I see who has a specific badge?

Click the "Holders" button on any badge in the Admin Badges tab. A list expands showing every user who has been issued that badge, along with the date it was granted. You can revoke the badge from any holder directly from this view by hovering over their row and clicking Revoke.

Can I manage a user's badges from their profile edit view?

Yes. Open any user's account by clicking the Edit (pencil) icon in the Users tab. Scroll to the Badges section at the bottom of the edit panel. You can see all currently assigned badges, remove them with the ✕ button, or search for any badge by name to assign it instantly.

How do I know when someone I follow goes live?

You will receive a notification in the Alerts tab of your inbox whenever someone you follow starts a live stream. The notification shows their profile photo, name, and stream title. If they are still live, a red "Watch Now" button appears — tap it to go straight to their stream.

How do I know who started following me?

Follow notifications appear in the Alerts tab with the follower's profile photo and display name. Tap "View Profile" to visit their profile directly from the notification.

What are the verified check and subscription badges shown next to names?

Luxe-Live displays up to two inline badges next to every display name across the site:

These badges appear in the sidebar, profile pages, live stream chat, viewer lists, leaderboards, and Discover search results. On mobile screens, the display name compresses first while badges remain fully visible.

What is a Royal Badge and how do I earn one?

The Royal Badge (👑) is Luxe-Live's highest streamer recognition, awarded to top-earning creators. It comes with a monthly earnings threshold and hold benefits.

To apply, you must have (all-time):

To retain your Royal Badge each month: Earn 60,000 Emeralds during the period. Each period ends on the last Sunday of the month. If the month doesn't end on a Sunday, the period ends on the 26th.

Cash-Out Boost: Upload 25+ posts or videos to the Feed in a month → 1,000 likes = $5 bonus payout.

To apply, go to your profile and tap Royal Badge in the sidebar. You'll see your eligibility progress bars.

What happens if I don't meet the Royal Badge monthly threshold?

If you don't earn 60,000 Emeralds during a period and don't have an approved hold, your Royal Badge will be removed. You can re-apply as soon as you meet the eligibility requirements again (4M Emeralds + 4K favorites).

What is a Royal Badge hold? How much time do I get?

Royal Badge holders can put their badge on hold for up to 7 weeks per year without losing it. Hold types include:

Holds are unpaid — you won't earn threshold credit during the hold period. Submit a hold request from the Royal Badge page before your period ends to avoid badge removal. Holds require admin approval.

What are Admin badges and VIP badges?

Admin badges (🛡) are issued to official Luxe-Live admin and platform accounts, and to users who are granted admin recognition. Only admins can issue or remove this badge.

VIP badges (⭐) are manually granted recognition badges with no threshold requirement.

Every user on Luxe-Live who doesn't have a specific badge is a Royal Streamer or Royal Viewer by default — no badge is needed to stream or enjoy the platform.

What is the live ticker banner I see during streams?

When watching or broadcasting a live stream, a gold scrolling ticker appears at the top of the video whenever key events happen — such as someone sending a gift or a viewer joining. The banner automatically disappears after 6 seconds. Both watchers and broadcasters see these real-time event updates.

How do I open the full chat while watching a live?

On mobile, tap the chat bar at the bottom of the screen while watching a live stream. This opens a full slide-up chat panel showing the complete message history and a text input field. Tap anywhere outside the panel, or tap the X button, to close it and return to the video view.

When I see a notification pop-up, is it automatically marked as read?

Yes. When a notification banner appears on screen, Luxe-Live automatically marks it as read. You will not see it again as an unread item in your Inbox. If you want to review it later, open your Inbox — the notification will still appear there, just without the unread indicator.

Some navigation items seem missing on mobile — where did they go?

On mobile, the bottom navigation bar shows five slots: Feed, Discover, Go Live (centre button), Inbox, and More. Tap More (the three-dot icon) to open a slide-up drawer containing all other destinations:

Creator, Moderator, and Admin accounts also see role-specific links (Royal, Mod Panel, Admin) in the same drawer. Your current Luxe Gold balance is shown at the bottom of the drawer. Tap anywhere outside the drawer, tap the X, or tap any link to close it.

What are the notification pop-ups that appear on the app?

Luxe-Live shows slide-down notification alerts for important activity — such as when someone you follow goes live, sends you a gift, or interacts with your content. These toasts appear briefly (5 seconds) then fade out automatically. You can also dismiss them manually by tapping the X. All your notifications are also available in your Inbox.

How do I use AR effects and filters while going live?

When you're broadcasting live, tap the ✦ Effects button in the bottom control bar to open the AR effects tray. Available effects include:

Tap any effect to apply it instantly — viewers see the effect in your stream in real time. Tap Normal to remove all effects. You can also Flip between front and back camera, or toggle Mirror mode, directly from the effects tray.

VIP Membership

What is VIP Membership?

VIP Membership gives a gift earning multiplier (more Emeralds when you receive gifts), a badge on your profile and in chat, and priority placement in the Discover feed. Tiers: Bronze ($4.99/mo, 1.1x), Silver ($9.99/mo, 1.25x), Gold ($19.99/mo, 1.5x), Platinum ($49.99/mo, 2.0x).

How do I subscribe to VIP?

Tap More → VIP in the app. Choose your tier and tap Subscribe. You will be redirected to a secure Stripe checkout. Your VIP badge and multiplier activate immediately after payment.

Can I cancel VIP?

Yes — go to More → VIP and tap Cancel. Your membership stays active until the end of the current billing period.

Rank / XP System

How does XP and Rank work?

Earn XP by: daily login (10 XP), watching streams (5 XP / 10 min), sending or receiving gifts, going live (50 XP), and completing Royal Decrees (100 XP). Ranks: Newcomer → Fan → Regular → VIP Fan → Elite → Royal Elite → Crown.

Royal Decrees

What is a Royal Decree?

Live challenges issued by a broadcaster. Types: Gift Storm (2 min), Keyword Chant (90s), Royal Share (5 min), Coin Rain (3 min), Custom. Viewers see a fullscreen countdown and earn Luxe Gold rewards for completing.

How do I issue a Decree?

While live, tap the Scroll icon in the broadcaster toolbar → choose type → set title/reward → tap Issue Decree.

The Vault

What is The Vault?

Convert Emeralds to cash (100 Emeralds = $1.00) or spend in the Vault Store. Minimum cash payout: 5,000 Emeralds ($50).

How do I request a payout?

Go to More → Vault → Cash Out. Enter amount, select payment method (PayPal/Bank/Venmo), submit. Payouts reviewed within 2–5 business days.

What if my payout is rejected?

Your Emeralds are automatically returned. You will receive an in-app notification with the reason.

Guest Co-Streaming

What is Co-Streaming?

Invite another broadcaster to join your live stream in split-screen. Viewers can send gifts to either broadcaster.

How do I invite a co-streamer?

While live, tap the Users icon in the broadcaster toolbar, search for a user, and tap Invite.

Royal Connections

What is a Royal Connection?

Merges two broadcasters into one shared live room for 15, 30, or 60 minutes. Viewers choose which broadcaster to gift.

Can a Royal Connection be extended?

Yes — in the last 5 minutes, either broadcaster can request a +5 min extension. Both must consent within 30 seconds.