Registration FAQ

General Questions  +

Pre-Registration Questions  +

Registration Questions  +

 

General Questions   Top

  

​•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 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.

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 or phone number, 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, Event or single-day.

•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 transgender 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.  Legal names (or any names) need not be displayed on passes.  If you have any concerns, please contact atoa_registration@asapa.ca.

•What methods of payment are accepted?

For the safety of our staff and attendees, we will be unable to accept cash for registration purposes.  We will only be accepting credit for pre-registration, and will be able to accept both debit and credit at the door (while supplies last).

 

Pre-Registration Questions   Top

  

•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, the Pre-Registration system does have separate areas for "Purchaser Name" and "Ticket Holder Name".  Universe 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 additional passes 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 you 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 atoa_registration@asapa.ca 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 atoa_registration@asapa.ca from the email address on the order and include the name currently 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 atoa_registration@asapa.ca by the Wednesday before the event (January 12, 2021 in order to give us time to update the systems.  Please include the name(s) currently on the ticket(s), the name(s) you would like the ticket(s) to be under, along with the age of the new ticket holder(s) and the email address(es) you would like their new confirmation(s) sent to.  The request should come from the email address on file for either the purchaser or the current ticket holder. 

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 ID (preferably government- or school-issued photo ID) to the Reg Desk any time Pre-Reg is open.

•When is Pre-Reg open during the event?

Pre-Registration pick-up hours are still in the works!  They will be posted once they're set, so please check back.

•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.  Parent/Guardian ID can be used if the person using the pass is a minor/disabled, but that person must still be present.  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

 

•When will the Reg Desk be open?

Registration hours are still in the works!  They will be posted once they're set, so please check back.

•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. 

•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.  For instance, X-Passes have historically sold out during pre-registration.


ATOA Policies


For any other questions or concerns, please contact atoa_registration@asapa.ca.  
This FAQ is subject to change and will be updated as needed.
Top