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Registration FAQGeneral Questions
•My wristband is too tight/too loose. Can I get a new one?
Of course! If you find your wristband is too tight or loose for your comfort, please come to the Reg Desk without removing your pass and we will be happy to change it for you. If you remove the pass, we will have to treat is as a lost pass.
•My pass fell off/I lost it. How can I replace it?
If your wristband falls off or breaks during the event, please bring ID (and the band, if you can) to the Reg Desk any time it’s open to get it replaced. We will check your ID against your pre-registration or Reg Card, and once confirmed we will give you a new wristband. Lost passes may be subject to a replacement fee.
If you lose an X-Pass, there are codes on the back that will allow us to contact you should it be turned in to Lost and Found. Event Passes do not have these codes, so please write your name, draw a doodle, or make any other identifying marker on it so that you can describe it should it be lost and turned in. If you lose a badge with no identifying markers on it, or it's not turned in, we cannot replace it. Badges forgotten at home or in a hotel cannot be replaced.
If your badge holder or lanyard breaks and you still have all of the parts, please bring it to the Reg Desk any time it's open to get it replaced.
•What level of access does a Child Pass give?
A Child Pass provides the same level of access as the person accompanying them, either X-Pass or Event.
•How many children can one adult accompany?
ATOA abides by provincial regulations, which is 1 adult for every 10 children. However, within that, we leave it to the accompanying adult’s discretion. Keep in mind that anyone with a Child Pass must be accompanied at all times, so ensure that you feel capable of watching all of the children who will be with you.
•If I just want to go to one panel/Vendors/Maid Cafe/enter a contest/etc, do I still need to buy a pass?
Panels, Vendors, concerts, contests and events are all considered part of the event, and so do require a pass to access. We do not sell separate passes to just give access to Maids/Vendors/single panels/etc.
•What does it mean by "X-Pass front-of-line access only available prior to event starting"?
For events, autographs, concerts, etc, X-Pass holders have a separate line that gets let in earlier than Event Pass holders. However, once that line has gone through and Event Pass holders have started entering, anyone arriving after that, X-Pass or not, will have to go to the back of the line.
•I am a transgendered person and haven't had my ID changed yet. Do I have to put my legal name on my pre-registration/reg card, or can I put my real name?
We understand how difficult this transition period is; however, since we do require ID to pick up pre-registered passes or to replace lost wristbands, we need the name you put down to match the one on your ID. Both EventBrite and our reg cards do have a third-gender option, which you are welcome to use if you wish. If you have any concerns, please contact firstname.lastname@example.org.
Pre-Registration Questions Top
•What methods of payment does EventBrite accept?
EB accepts major credit cards ONLY: VISA, MasterCard and AmEx.
•I don’t have a credit card. Can I still pre-register?
ATOA will have booths at various events (Otafest Aurora, ECEE, Eek, etc) where we will accept in-person pre-registrations. ATOA accepts cash and credit at the booths. If you do not have access to a credit card and cannot make it to one of these events, you will still be able to buy tickets at the door.
•If someone else buys the ticket for me, can I use it if it's in their name?
The name on the ticket must match the name of the person who will be using the pass. As we require ID to pick up a pass, you would not be able to retrieve one that was under someone else's name. However, EventBrite does have separate areas for "Purchaser Name" and "Ticket Holder Name". EB will automatically transfer the purchaser's information to the 1st Ticket, so the person registering can change that Ticket information if needed.
•How do I pre-register for a Child Pass?
As there is no cost associated with a Child Pass, they are not available for pre-order. If you will be having children with you during the event, simply ask for the Child Passes when you pick up your pass.
•I want to bring a friend with me, but I’m not sure who will be free. Can I buy the ticket in my name now and change it later?
This is discouraged as too often people end up coming to the event with two passes under their own name. If you’re not sure who will be coming to the event with you, put in your most likely option, then follow the rules for transferring a ticket if that changes.
•It says X-Passes are sold out. Will you have more available later?
We have a limited number of X-Passes for sale each year, which are released when pre-registration opens. Once those sell out, we will not have any more to release for sale. Some will still be available to winners of various draws and contests.
•I pre-registered, so why didn't I get my confirmation email?
The two most common reasons are that the person registering entered the email incorrectly, or that it was caught by your email host's filters and went to your junk folder. If you haven't received your confirmation within 24 hours after pre-registering, please check your junk folder first. If it's not there, please contact email@example.com and we can confirm the email address and re-send it.
•I put one of the names down wrong/misspelled something. How can I correct it?
If the information on the registration is incorrect, please email firstname.lastname@example.org with your order number, the name on the ticket(s) and what the correct information should be.
•Can I transfer my ticket to someone else?
If something happens that you need to transfer a pre-registered ticket to another person, please email email@example.com by the Wednesday before the event (January 18, 2017) in order to give us time to update the systems. Please include your order number, the name(s) currently on the ticket(s), and the name(s) you would like the ticket to be under. Passes/tickets are non-transferrable once the event begins.
•How do I pick up my pass?
Bring a copy of your confirmation (printed, or on a smartphone or tablet) and government- or school-issued ID (preferably photo ID) to the Reg Desk any time Pre-Reg is open.
•When is Pre-Reg open during the event?
For Pre-Registration hours, please visit Hours and Location.
•What forms of ID are acceptable?
We accept all government- and school-issued ID, including driver’s licenses, passports and basic school ID. We will also accept non-government photo ID such as Splash-and-Ride, gym or Costco IDs. If you do not have photo ID, we will accept 2 pieces of non-photo ID.
•I don’t have my confirmation. Can I still pick up my pass?
Yes you can. If you did not print it but can access it on your phone, we would be happy to accept that. If you cannot, you will have to answer several questions.
•Why do I need ID?
For the same reason you need ID when picking up a package: We need to make sure it’s going to the right person. We don’t want someone stealing your pass, and we’re sure you don’t either.
•Can I pick up my friend’s pass while I’m there?
We can only release a pass to the person whose name is on the pass or their parent/guardian (if they are a minor/disabled). Also, we are required to put wristbands on the patrons ourselves, so we could not give you a wristband for someone who was not present.
•I can't make it to the early pick-up. Will I still be able to get my pass later?
Pre-reg pick-up will be available all hours that the Reg Desk is open. The early pick-up is just a bonus for pre-registering.
Registration Questions Top
•Can I use debit at the door?
No. The methods of payment accepted at the door are cash and credit. VISA Debit counts as debit, not credit.
•When will the Reg Desk be open?
For Pre-Registration hours, please visit Hours and Location.
•Why do I have to put my real name on the Reg Card?
We use the Reg Cards not only as a signed waiver saying you agree to abide by all event policies AND for statistical information, but also to replace lost or missing passes. If you lose or remove your pass during the event, we check with the Reg Card database to ensure that it was you that bought a pass and that someone else didn’t pick it up off the ground and try to claim your pass as theirs. That is why we ask you to print clearly; if we can’t read the name, we can’t put it in the database.
•Can I buy tickets for my friend?
If your friend is present, we have no problem with you buying a pass for them. If your friend is NOT present, the general answer is “No” because they need to be present to sign their Reg Card.
•When is the best time to come buy a pass?
As the definition of “best” varies from person to person, we do not have an accurate answer for this question. The quiet times at Registration are affected not only by the ATOA schedule, but also by other events in the city, Pre-Reg numbers, weather, and a variety of factors we have not yet been able to identify. It changes from year to year, so we cannot predict when the lines will be shortest.
•If I buy my pass at the door, how can I be sure you won't be sold out of the pass I want when I come?
You can't. It is always possible that we'll hit capacity and be unable to sell any more passes. However, with the exception of X-Passes (which always sell out in pre-reg), we can state that we have never before hit capacity, and so never sold out of passes.
For any other questions or concerns, please contact firstname.lastname@example.org.
This FAQ is subject to change and will be updated as needed.