At Home – Frequently Asked Questions

Unless otherwise noted, these FAQ’s refer only to At Home virtual convention experiences.

Do I need a pass if I only want to see one guest?

Yes, to gain access to the event, you must have a pass.

What time is the event?

The times will vary per event as they are determined based on what time zone the actors are in and their availability.  A schedule will be announced shortly before the event.

What is an ‘extra’?

When we use the term ‘extra’, we are referring to anything that is for purchase that is not included in the pass. For example: Panels, Autographs, 1:1 Chats, etc. are all considered extras.

Can I buy extras for someone else?

You have two options.

  1. You can purchase a *gift certificate for the other person so they can purchase. *Recommended  
  2. You can make the purchase and email us to transfer the purchase. Please email us the product name, plus the person’s name and email to which you would like to send the transfer.

Please note: the transfer window will end before the convention and you will be notified of the last date and time for transfers. Transfers are not possible after this.

I do not want to be onscreen during my autograph session, is that okay?

Yes, of course! If you do not wish to be shown on screen at any time or have your microphone enabled to directly converse with the guests, please inform your meeting host and they will pass on your question to the guest. This is to be applied to any extra.

What are the rules?

Please see Rules of Conduct page.  

If I can not attend the session, can I get a refund?

No, all events have a no refund policy. All sales are final. Please see our Terms & Conditions.

When does my chat time start?

Please note that the allocated time for all activities begins when you are admitted into the Zoom meeting and includes any time spent resolving technical issues or connecting to media devices. We will do our best to keep introductions brief and let you spend time with your favorite guest. To ensure that you can enjoy the activity for the full duration, we recommend that you test your technical setup and Zoom settings in advance. Please see the Whova & Zoom page.

Do you have translators?

Due to the amount of languages needed, we can not offer this service at this time, but you may provide your own. If you do, please notify us in advance by email at

Do I get a screenshot of panels I attend?

Due to the amount of people attending a panel, all attendees cannot be on screen. You will only receive a screenshot for extras with limited attendance such as solo, small group chats, hangouts and living room chats.  You will receive one screenshot per the quantity you have purchased. Example: if you purchased two 1:1 chats, you will receive 2 screenshots.

 I have not received my… (screenshot, autograph, herogram)

Before inquiring about your missing items, refer to the Whova announcements regarding that extra. There will be an “all sent” message after we conclude sending screenshots for an extra. If there is an item you are missing after the “all sent” announcement, please email us with the name of the product you are looking for. We can not answer these issues on social media.

Please refer to the At Home Extras page for more information about how long it should take to receive that extra.  

DISCLAIMER: All delivery estimates do not take into account any delays caused by transportation system issues that are outside of our control.

My purchases are not showing up in Whova! Or I can not join the event in Whova.

  • Purchases can take up to 24 hours to show up in Whova, including passes. If you bought your pass and have downloaded whova with the same email address, you will see the event and your items within that time period.  Please note, you must use the same email address you purchased the extras with to access your activities in WHOVA.
  • Make sure you check “Full Agenda” Tab, also try logging in and out of your account.  If more than 24 hours have passed, and you tried these suggestions, please email us at

How do I download Whova?

The link will be provided via email shortly before the event.  You will have time to log in, check purchases and familiarize yourself with the platform in advance.  

Why do I need Whova, if the meetings are via Zoom?

Hosting the convention via the WHOVA app allows users to experience a virtual convention in much the same way an in person convention is experienced.  Once logged into WHOVA, you will be able to see and manage your schedule, find all the Zoom links in one place, get questions answered by our team and even chat with other attendees, all in one place.  You will also be able to rewatch purchased panels after the event* via the Whova app.  (*pursuant to contracts.)

I do not see the zoom link for my activity.  When will I get my link?

The Zoom links are scheduled to appear in your WHOVA schedule approximately 10 minutes before the meeting.  

I have some extras that conflict or overlap, what should I do?

Please email us (in one email) a complete list of your conflicts and we will do our best to accommodate you. If an extra is the same time as a recorded panel, you will be able to re-watch the panel if you miss some of it due to another extra.  This is not considered a conflict.