Customer Support & Questions Answered
RTX 2020 Cancellation Updates
How do I move my hotel and flight to the new 2021 dates?
We don’t have hotel deals for RTX Austin 2021 yet, but stay tuned! Keep an eye on rtxevent.com for those to be announced in 2021. Reach out to your airline carrier regarding refunds or credits for your flight to Austin, by explaining your event was cancelled.
- I don’t see the option to request a refund or postponement for my badge.
Can I transfer my RTX 2020 badge to the virtual event?
Nope, no need to transfer.
I don’t see my postponement request! What’s going on?
After August 9 you will no longer see your postponement request in your Front Gate account. Rest assured that your postponement request is processing!
What is RTX Austin?
Only the best three-day animation, gaming and comedy experience you can attend! It is hosted by Rooster Teeth in the amazing city of Austin! Join us for the year’s greatest gaming on Center Stage, panels, and the glue that holds us together – our community!
Is there an age limit to RTX?
Age is just a number! Come one, come all. Children 6 years of age or younger get in for free with a paying adult. However, please note that RTX does not provide children with supervision, so do not send your kids to the event alone if they cannot take care of themselves.
What if I’m under 18?
Anyone can come to RTX, but if you’re under 18, make sure your parent or guardian is aware that RTX is not responsible for you.
Will there be a place for parents to hang out?
We love when parents come and support their children! We do not have a dedicated lounge/area for parents to hang out. If you wish to come, you must also purchase a badge for admittance. This is due to strict security measures to keep our community and staff safe.
What is this year’s event hashtag?
#RTXAUSTIN. We love seeing all of your great posts and stories!
Can I bring in food and/or beverages to the Austin Convention Center?
FOOD: While ACC staff reserve the right to refuse entry to any outside food, we do not anticipate issues with small amounts of pre-packaged snacks such as granola bars or protein bars. This should also allow people with strict dietary restrictions to keep a small amount of appropriate food on hand, including those with medical conditions.
WATER: You may bring in an EMPTY water bottle. We encourage you to hydrate while waiting to get into the ACC, however, once you get to the front of the security line, you will be asked to either dump out the remaining water or drink it. Once inside, there will be water coolers/bubblers in every panel room and throughout the ACC.
Will I be able to purchase food and beverages inside the ACC?
Yes, there will be operating concession stands each day: 1) Built-in coffee stand between Exhibit Hall 4 & 5. 2) Cafe in the Solar Atrium. 3) Large Cafe in the Exhibit Hall. 4) Small Cafe Built-In outside Ballroom A.
Are there Mother’s rooms available at the ACC?
Yes, there are two (2) Mother’s Rooms in the Austin Convention Center. One is located on the first floor near Room 1 along Cesar Chavez St. The other is located on the third floor across from Room 10C.
What types of gifts ARE and ARE NOT allowed to bring to talent and RT staff?
We will not allow you to bring any open foods or beverages into the Austin Convention Center, this includes any alcohol. You also cannot bring any weapons, including Licensed to Carry. Additional prohibited items are illegal substances, weapons, firearms, explosives, flammables, knives, sharp objects, pepper spray, or mace. If you bring any items from the prohibited list (including food and beverages) it will be confiscated.
When will badges go on sale?
Early Bird Rates (15% Discount)
- Monday, January 13, 10:00 AM CT for Early Bird rates for FIRST+ members
- Wednesday, January 15, 10:00 AM CT for Early Bird rates for FIRST members
- Friday, January 17, 10:00 AM CT for the Early Bird rates for general public
- Monday, February 3, 10:00 AM CT Standard rates for all badge types
Where can I purchase a badge?
You can purchase a badge by visiting our Registration Page or going directly to http://rtx2020.frontgatetickets.com/.
How will I receive my badge?
We will offer shipping for all orders with a U.S. or Canada shipping address. All other international addresses will have to be will call pick up onsite at the Austin Convention Center.
Cut-off Date to have your order shipped: Friday, June 5, 11:59 PM CT
*Any badges purchased after this cut-off, no matter the address, will have to be will call pick up onsite at the Austin Convention Center.
How do I get my badge if it was purchased BY June 5, 11:59 PM CT?
All U.S. and Canada residents purchasing badges BY June 5, 11:59 PM CT will receive their badge in the mail to the address provided upon purchase.
All badges purchased June 6, 12:00 AM CT or AFTER with a U.S. or international address will need to be will call pick up onsite at the Austin Convention Center between July 2-5, with a valid photo ID and confirmation email.
An activation code will be listed on your badge with an information insert for activating your badge. Keep your badge in a safe spot and remember to bring it with you to RTX. If you have forgotten to bring your badge, you will have to purchase a new badge onsite.
How do I get my badge if it was purchased AFTER June 5, 11:59 PM CT?
Purchasing a badge AFTER June 5, 11:59 PM CT means you still get to enjoy all the fun of RTX, but you must will call pick up your badge onsite at the Austin Convention Center between July 2-5, with a valid photo ID and confirmation email. This includes all international orders whether they were purchased before or after June 5.
I moved! How do I updated my address to get my badge sent to me?
Great news! You can log in to your Front Gate Tickets account and update your address and other order information yourself. If you need additional support, you may contact Front Gate Support at firstname.lastname@example.org or 1-888-512-7469 with your 8-digit order number, the last 4 digits of the credit card used to purchase, and your new address.
Can I transfer my badge to someone else?
Yes! To do so, please log in to your Front Gate Tickets account and you are able to edit the information yourself (name, email, shipping address). Front Gate Support cannot edit the purchaser name on any order.
My badge is will call pick up and I need to change the name. What do I do?
Log in to your Front Gate Tickets account and you are able to edit the information yourself (name, email, shipping address). Front Gate Support cannot edit the purchaser name on any order.
Badges were sent out and I never got mine/it was lost in the mail. What do I do now?
Reminder, all U.S. and Canada residents who purchase a badge BY June 5, 11:59 PM CT will have their badge shipped immediately following this cut-off date. However, if you have not received your badge at least 48 hours before the event, you may contact Front Gate Tickets at email@example.com or 1-888-512-7469.
What is the refund policy?
All RTX badges are non-refundable, sorry. But, they are transferable! Check out forums on www.roosterteeth.com where many fans are willing to buy/trade badges. Once you find someone wanting to buy your badge, you MUST contact firstname.lastname@example.org with your original name, email, order number, new name and new email address to notify them of the switch so they can accurately update the order information.
What type of ID do I need to pick up my badge at will call?
We require a valid photo ID (license, passport, etc.) AND the confirmation email (printed or electronic) to pick up your badge.
Can someone else pick up a badge for me?
No, the name registered with the badge is the only name we will give a badge to. If your name isn’t on the badge, we cannot give you a badge on someone’s behalf.
If you need to change the name on your badge, please log in to your Front Gate Tickets account and you are able to edit the information yourself. If you require additional assistance, please contact email@example.com.
Once badges are shipped out after June 5, you can also update the name tied to a badge using the badge activation link (will be provided when badges are shipped).
What is an Autograph Lottery Code?
We understand the phrasing for the autograph signing perk has changed for 2019. No fear, as this does not mean any changes to the system! The new term “Autograph Lottery Code” was adapted for a few reasons. First, to many newcomers to RTX we want the wording to better define that the sign ups for autograph sessions is up to chance, just as it has always been. We have noticed the previous phrasing of “Autograph Code” led new attendees to believe they were guaranteed a signing, which is not the case. Unfortunately, there just aren’t enough signing slots to guarantee a session for every attendee. Second, now that we have added the Ultra badge with a perk of (2) GUARANTEED autograph signings of their choice, we wanted to be sure we accurately defined the difference between the two perks.
Is the RTX Kick-Off Party the Karaoke Party?
The RTX Kick-off Party is replacing the Karaoke Party. The RTX Kick-off Party will be an awesome night for Ultra and Platinum badge holders to hang out with other community members, play games, and mingle! The party you will have an opportunity to meet & greet with Rooster Teeth staff.
Where do I pick-up my attendee bag?
If you’re picking up your bag on Thursday, Exhibit Hall 2 from 10:00 AM – 5:00 PM via Checkpoint 2. If you are picking up your bag on Friday, Saturday, or Sunday, Registration located in the Level 1 Solar Atrium from any of the operating checkpoints.
Where do I pick up my commemorative badge, RTX Pins, or RTX Bundle?
Items purchased by June 5, 11:59 PM CT will be mailed to you with your attendee badge(s) (for those in the U.S. or Canada). All others will be able to pick up via Will Call at Registration located in the Level 1 Solar Atrium. You must have your Front Gate confirmation email (either printed or electronically) and a valid photo I.D to pick up.
If I need to pick up my badge onsite, what do I do?
You will need to go to one of the security checkpoints and show your Front Gate confirmation email (either printed or electronically) and a valid photo I.D. You must show both the confirmation email AND valid photo I.D to clear the checkpoint. You can get your badge at Registration located in the Level 1 Solar Atrium.
Panels / Show
What are the show hours?
Friday, July 3
- Ultra, Platinum, Plus badge holders: Access 11:00 AM – 7:00 PM CT
- All other badge holders: Access 12:00 PM – 7:00 PM CT
Saturday, July 4 – 10:00 AM – 7:00 PM CT
Sunday, July 5 – 10:00 AM – 5:00 PM CT
Registration/Will Call/Bag Pick Up
Thursday, July 2 – Pre-Registration 10:00 AM – 5:00 PM CT
Friday, July 3 – 9:00 AM – 5:00 PM CT
Saturday, July 4 – 8:30 AM – 5:00 PM CT
Sunday, July 5 – 8:30 AM – 1:00 PM CT
Where can I find the panel/autograph signing schedule?
The panel and autograph schedule is posted on the Schedule Page.
- When will _____ be announced?
When/Where is queuing for panels?
You can begin queuing for panels 1 hours before each panel, EXCEPT for Exhibit Hall 1 we will allow queuing 1.5 hours before a panel. There will be Guardians and signage directing you to the appropriate queuing line for each panel. We will not allow panels to queue any sooner.
Are there evening events I can go to?
Yes, we will have many nighttime events you can participate in. Visit our Schedule Page for more info.
Do you clear the rooms between panels?
Yes, after a panel session concludes the audience MUST clear out to prepare the room for the next panel session.
What is the RTX Austin 2020 Security Plan?
The security checkpoints consist of walk thru metal detectors, a bag checker, and Licensed Police Officers.
More details to come.
What is the Cosplay/Weapons Policy?
While at events, please remember – COSPLAY IS NOT CONSENT. Keep your hands to yourself. If you would like to take a picture with or of another fan, always ask first and respect that person’s right to say no.
Please reference our Code of Conduct in more depth in the last question in the Safety section.
Please be aware of the RTX costume weapons policy and help us have a safe and fun event!
No functional weapons are allowed.
All costume weapons MUST be inspected at the Weapons Check Desk, located in the Austin Convention Center’s Level 1 Solar Atrium.
Swords must be tied to a costume in such a way that they cannot be drawn.
All persons with costume weapons must be peace bonded and inspected at the Weapons Check Desk, located in the Austin Convention Center’s Level 1 Solar Atrium.
Can I bring a cosplay weapon into the venue?
Cosplay weapons are allowed at the Austin Convention Center, Hilton Austin, JW Marriott, and Fairmont Austin AFTER they have been approved and peace bonded at the Weapons Check Desks, located at Security Checkpoint 2 or 3 in the Austin Convention Center, Level 1. See the prior question for more information.
Where will the Weapons Check be for cosplay weapons?
There will be a designated Weapons Check Desk for those in cosplay to check in at for weapons check approval and to be peace bonded. They will be located at Security Checkpoints 2 and 3 at the Austin Convention Center, Level 1.
Is there a lost and found?
If you lost an item, please visit Registration located in the Austin Convention Center, Level 1 Solar Atrium to check if it has been turned in. RTX does not take responsibility for personal items and cannot guarantee the condition in which lost items are returned.
What is Rooster Teeth’s Code of Conduct at RTX 2020?
CODE OF CONDUCT
Our rule is pretty simple: be respectful. Please respect others’ safety and personal space, as well as any rules listed related to the event or forum. We personally believe Rooster Teeth fans and community members are the coolest ever—prove us right by helping ensure a safe, respectful, inclusive environment. We want everyone to have fun and enjoy their experience at our events and interacting online!
While at events, please remember – COSPLAY IS NOT CONSENT. Keep your hands to yourself. If you would like to take a picture with or of another fan, always ask first and respect that person’s right to say no.
Be respectful, be nice, be cool, and be kind to each other.
This Code of Conduct applies to the Rooster Teeth community as a whole—not only events, but also our website, social media channels, and online interactions. If you engage with anyone in a disrespectful or inappropriate manner or do not adhere to our Code of Conduct, we reserve the right to immediately remove you from the event or forum without refund and ban you from future Rooster Teeth events.
We have a ZERO TOLERANCE POLICY for harassment of any kind, including but not limited to:
Stalking, intimidation, offensive verbal comments, physical assault and/or battery, harassing or non-consensual photography or recording, sustained disruption of panels, signings, and other events, bathroom policing inappropriate physical contact, unwelcome physical attention, or hate symbols.
In relation, but not limited to:
Race, color, national origin, gender, gender identity, gender presentation, sexual orientation, age, body size, disability, appearance, religion, citizenship, or pregnancy
Hate symbols are not permitted, including as part of cosplay, nor are any costumes that contain hate symbols or appropriate the symbolism of hate groups, including, but not limited to, historical/comic-related/satirical costumes that are associated with Nazis. Whether a behavior or a costume violates this policy shall be determined by Rooster Teeth in its sole discretion.
So, what do I do if…
…Rooster Teeth warns you that your behavior violates the Code of Conduct – Stop immediately.
…You experience or witness harassment or someone’s behavior has made you uncomfortable at an event – Contact the nearest RTX Staff or a Guardian or notify the registration desk.
…You need to file a formal complaint – Email firstname.lastname@example.org providing detailed information about the situation along with your contact information.
…You feel unsafe in your immediate location – Alert the nearest RTX Staff, or a Guardian, or notify the registration desk, or move to a safe location, or if this not possible, go to the Security booth or call the police.
If I leave the Austin Convention Center for lunch, or to attend a panel at another hotel, will I have to go back through security to enter?
Yes, everyone entering the Austin Convention Center will have to go through the security checkpoint.
How long will the wait times be each morning at security checkpoints?
Based on last year, we do not expect wait times longer than 5 minutes in the mornings. We highly encourage you to not bring large bags (bigger than 12”x12”) when possible and to be prepared as you get to the front of the security checkpoint. We also recommend you check out the RTX Animation Festival at the Fairmont for early morning panels and then head to the Austin Convention Center mid-day.
What will the security check entail once I get to the front of the line?
Once you arrive at the metal detectors, you will be asked to remove your bags/purses/etc. and remove everything from your pockets. A bag checker will inspect your bags and you will be asked to walk through the metal detector. Once you have been cleared, you may retrieve your items. If the metal detector is alarmed, a wander will provide a second search of yourself and belongings.
What should I expect from the weather while waiting to get through a security checkpoint at the ACC?
Looking at past weather averages for Austin in July, we anticipate temperatures to be in the high 70’s/low 80’s between 7:00AM and 10:00AM. Most of the checkpoints are under covered awnings. We also encourage you to wear hats, sunglasses, and wear sunscreen throughout the weekend.
Why has RTX added so much security?
The most important part of RTX is always safety. We want to ensure that all of our attendees, Guardians, special guests, exhibitors, and staff are safe at all times. Please be respectful to all security, Guardians, and RTX Staff as we are here to help you have a fun and safe weekend.
Can I refuse to be screened by security personnel?
Yes, it is your choice to do so, but unfortunately, if you refuse to go through a walk-through metal detector, you will not be allowed into RTX. If you refuse, a Licensed Police Office will ask you to leave. If you cause a disturbance of any sort, Austin Police Department will be called. Anyone requiring ADA access can enter at any of the four checkpoints, as all have ADA entrances. If expectant mothers do not want to go through the walk-through metal detector for screening, you may enter the ADA entrance and be wanded/bag checked.
Are service animals permitted?
The only animals permitted onsite at the Austin Convention Center are registered service animals. No pets allowed.
What ADA accommodations are provided onsite?
RTX will provide Medical Assistance Stickers to individuals who may have mobility, physical, vision, hearing, cognitive, psychological, invisible or other types of disabilities. Stickers can be picked up at Registration located at the Austin Convention Center, Level 1 Solar Atrium. This sticker identifies you to Staff, Crew, and Security, and indicates you might need additional assistance. Badges with a Medical Assistance Sticker are only applicable for one individual through the entire convention.
I’m a care giver. Do I need a badge to get into RTX?
Yes, you must purchase a badge as this is required to go through security to get into the Austin Convention Center.
How does wheelchair access/care givers work?
The venue and the RTX space is compliant and easy to get around. Yes, all care givers, as long as they have a badge, will be able to accompany you to autograph sessions and panels. The care giver must have their own badge to accompany you.
Am I able to rent a wheelchair or scooter?
The Austin Convention Center has a limited number of scooters available for rent. Please reach out to Rocio Earls (email@example.com) about renting a scooter.
Do you offer accommodations for those with anxiety or related problems?
We will have a Quiet Room available for those needing a break for noise and crowds. Check the RTX Austin mobile app or with Registration for the Quiet Room location. This room will be monitored by Guardian members. Please be courteous of others while utilizing this room.
What are Guardians?
Guardians are chosen Rooster Teeth community members who dedicate their time and skills to help make RTX an amazing experience for everyone. Guardians provide support for attendees, special guests, Rooster Teeth cast/crew, and one another. Guardians are the customer service and crisis management frontline of RTX. Guardians represent RTX, Rooster Teeth, and the RT community. The RT community is pretty incredible and we aim to bring the best (and those aspiring to be the best) community representatives into our Guardian ranks.
What makes a Guardian?
We look for Guardians who are positive, patient, and cooperative, and possess strong customer service skills and a genuine desire to make the RTX experience awesome for everyone. Successful Guardians must be comfortable in crowds/crowded spaces, level headed in emergency situations, and willing & able to work with a team. There are a number of jobs ranging from simple to complex with varying levels of difficulty and required skill, but each just as important as the next. We expect everyone to put their full effort into every task. Guardians must be 18+.
Can I be a Guardian at RTX Austin 2020?
We appreciate your enthusiasm! Guardians applications for 2020 are currently being accepted. Applications for RTX Austin 2020 will close November 23, 2019. The application link can be found on the Guardians Page.