Frequently Asked Questions

Discover everything you need to know about buying tickets, streaming live and on-demand shows, and enjoying unforgettable experiences with CloudJoi – your ultimate ticketing, streaming, and community platform in Malaysia!

Ticketing Process:

  • Is there a time limit when purchasing tickets online?
    All seats are reserved for 15 minutes. If the booking is not finalized within this time frame, the seats will be released for the next potential buyer.

  • Why am I encountering a credit card error at checkout?
    If you've reached the purchase page, entered your card number, and submitted your order, but received a credit card error message, we suggest double-checking your card details and available funds, then attempting the transaction again.

  • Why is there a ticket limit when purchasing?
    For general events, we allow a maximum of 12 tickets per order. However, ticket limits are determined by the event organizers as part of our measures to ensure fairness and provide everyone with an equal opportunity to obtain tickets.

  • Why am I seeing 'Fully Queued'? Are the tickets still available?
    When you see 'Fully Queued' on the page, it means that the last batch of tickets has been reserved for a purchaser to complete their payment. However, this reservation may expire if the current patron does not complete the purchase within the 15-minute grace period. You can try again in 15 minutes to see if the tickets have been released.

Payment Methods:

  • What payment methods does CloudJoi offer?
    We provide a range of payment options, including mobile e-wallets (such as Touch 'n Go, ShopeePay Malaysia, and GrabPay Malaysia), Malaysia Online Banking as well as Malaysia and International Credit Cards.

Ticket Retrieval and Assistance:

  • I purchased a ticket but didn't receive a confirmation email. What should I do?
    Please check your email inbox, junk, and promotions folders. If you can't find it, please contact us for assistance.

  • I accidentally deleted the email, how do I retrieve the tickets?
    If you have a CloudJoi ID, simply log in using the same email address. You'll find your tickets under "My Tickets." Please note that if you're a new signup, it may take a moment to consolidate all your previous purchases into your CloudJoi ID.

  • I tried to login with mobile apps, but I couldn't find my tickets in my purchase history, what should I do?
    If you've tried logging in through the mobile apps but couldn't find your tickets in your purchase history, follow these steps: Make sure that your previous order has the same email address associated with your CloudJoi ID. Alternatively, feel free to contact us directly for assistance. 

  • Where do I download the mobile apps?
    Our mobile app available for Apple AppStore, Android PlayStore and Huawei App Gallery. Just search "CloudJoi" on the respective App. 

  • Do I need to print out the e-tickets?
    You do not need to print any e-ticket for admission purpose. You may present the e-tickets upon admission to the front of house.

Refunds, Exchanges, and Rebates:

  • What is CloudJoi's refund and exchange policy?
    According to our ticketing terms, no refunds, exchanges, or cancellations are permitted once a booking is made, unless the event is canceled or postponed. To ensure clarity, our system confirms your purchase multiple times before payment. We highly recommend carefully reviewing your booking details before finalizing payment.

  • I forgot to apply the promo code after completing the purchase. Can I still request a rebate?
    Unfortunately, we cannot accommodate requests for retroactive application of promo codes, rebates, or discounts after the checkout process is complete. We advise double-checking if the promo code has been applied before proceeding to payment.

  • I cannot attend the event. Can I receive a refund?
    Unfortunately, once the transaction is confirmed, no refunds or exchanges are permitted unless the event is canceled or postponed. However, depending on the event organizer, some events may allow you to transfer the ticket to friends or family.

Watching Online

  • Where can I watch the show?
    You can watch it on your computer, laptop, tablet or mobile phone. Just make sure you have a stable internet connection.

  • Can I be late?
    Yes, but try to be on time. It is like going to the cinema — if you are late, you will not be able to watch it from the beginning.

  • How do I watch it in full screen mode?
    Move your cursor to the bottom right corner of the video, and click the expand button to make the video full screen.

  • How fast do I need my internet to experience CloudTheatre?
    To stream videos in HD, at least 10 Mbps is recommended. Visit []( to check your current internet speed.

  • My chat box kept loading without any content.
    Kindly clear cache and reload your browser. If the problem persists, please contact us via for help.

  • Can I share my Passcode to my friend?
    Each Passcode can only be used on one unique device. You are required to purchase additional ticket for each device you want to connect to.

  • Can I still visit the show afterward?
    No, the door will close in 60 minutes after the show. You are encouraged to stay on after the show to chat and mingle with the organiser.

Watch On-Demand

  • Do I need to watch the show immediately after purchasing the ticket?
    You don't have to watch it right away. However, it's recommended to watch it on-demand, subject to availability on our platform.

  • How do the 24/48 hours work?
    Once you enter the CloudTheatre, you have either 24 or 48 hours to complete watching the show. After this time period, your tickets will be deemed invalid, and you won't be allowed to reenter the space.