FAQS

Customer Support & Questions Answered

RTX Customer Support

For all event inquiries.

Front Gate Support

For all badge related inquires.

RTX 2021 Updates

  • Is RTX Austin 2021 cancelled? Will there be an RTX at Home 2021?

    We have made the difficult decision to cancel RTX Austin and go fully virtual again in 2021. The safety of our community and staff comes first. RTX at Home 2021 will take place July 8-17 and we hope to see you all there!

  • If I postponed my RTX Austin 2020 badge to RTX Austin 2021, can I postpone again or request a credit package or refund?

    All current badge holders have (3) three options for their 2020 orders:

    1. Postpone RTX Austin 2020 order to RTX Austin 2022, to be held July 1-3, 2022.
    2. Select the Rooster Teeth Credit Package applicable by badge type by March 12, 11:59 PM CT
    3. Request a full refund by March 12, 11:59 PM CT

    Full details on each option and the instructions for selecting each option are outlined in the FAQ questions below, or you can visit this journal post. Requests will be managed through Front Gate Tickets.

  • How do I postpone my RTX Austin 2020 order to 2022 and what are the perks?

    NO ACTION REQUIRED

    • We will automatically postpone all orders (including commemorative items) to RTX Austin 2022 (July 1-3) unless you take action via Front Gate Tickets to request a credit package or a refund.

    DETAILS

    • Postpone 2020 order to 2022.
    • Receive 15% discount on purchases at the RTX Store (July 1-3, 2022). No limit on number of transactions***.
    • Receive (1) redemption coupon guaranteeing front section seating to a panel of your choice without having to wait in a queue line. (Applicable to all badge types, based on availability)***.

    ***Additional details on redemption of perks will be shared prior to the event. Perks only applicable to RTX admission badges, not commemorative items.

  • How do I request a Rooster Teeth Credit Package for my RTX Austin 2020 order and what are the perks?

    INSTRUCTIONS

    Deadline to select Credit Package: March 12, 11:59 PM CT

    1. Visit https://rtx2020.frontgatetickets.com/ and login to your Front Gate Tickets account. If you don’t have your login information, you can also use the “Manage Order” button at the top of the page.
    2. Under the “Your Account” tab on the top navigation bar select “Order History”.
    3. Select “View Order Detail” on the order number you want to receive credit for.
    4. Click “Cancel Request” to cancel your previous Postpone Request and move forward with selecting a Credit Package.
    5. Click the “Credit Request” button.

    DETAILS (Perks applied to each individual badge purchased)

    • Ultra Badge | Platinum Badge | Plus Badge
      • Rooster Teeth Store gift card equal to 1.5x badge cost + service charges*.
      • $59.99 credit towards a (1) year FIRST membership**.
      • (1) Redemption voucher for (1) Virtual Experience at RTX at Home 2021 (July 8-17). Additional details on redemption will be shared closer to the event
    • Weekend Badge
      • Rooster Teeth Store gift card equal to 1.5x badge cost + service charges*.
      • $59.99 credit towards a (1) year FIRST membership**.
    • Friday Badge | Saturday Badge | Sunday Badge
      • Rooster Teeth Store gift card equal to 1.5x badge cost + service charges*.
    • Animation Festival Badge
      • Rooster Teeth Store gift card equal to 1.5x badge cost + service charges*.
    • Expo Wristbands (Weekend, Friday, Saturday, Sunday)
      • Rooster Teeth Store gift card equal to 1.5x badge cost + service charges*.
    • Commemorative Badges (RTX 2020, 10th Anniversary, RWBY, Achievement Hunter) | RTX Pin | RTX Bundle
      • Rooster Teeth Store gift card equal to cost of item + service charges*.

    *All Rooster Teeth Store gift cards are for the U.S. store only and will be sent in as little as 30 days after March 12 to the email tied to your Front Gate Tickets account.

    **The $59.99 credit toward a (1) year FIRST membership will be issued as a code sent to the email tied to your Front Gate Tickets account in as little as 30 days after March 12. If you’re an existing FIRST member, monthly subscribers can upgrade to an annual subscription at the end of their subscription month, while annual subscribers can submit the code to be redeemed upon the next billing cycle.

  • How do I request a full refund for my RTX Austin 2020 order?

    INSTRUCTIONS

    Deadline to request a refund: March 12, 11:59 PM CT

    1. Visit https://rtx2020.frontgatetickets.com/ and login to your Front Gate Tickets account. If you don’t have your login information, you can also use the “Manage Order” button at the top of the page.
    2. Under the “Your Account” tab on the top navigation bar select “Order History”.
    3. Select “View Order Detail” on the order number you want to refund.
    4. Click “Cancel Request” to cancel your previous Postpone Request and move forward with selecting a refund.
    5. Click the “Refund Request” button.

    DETAILS

    • 100% refund of badge cost (or commemorative item) + service fees in as little as 30 days from March 12.
  • How can I update my email tied to my Front Gate Tickets account to ensure I receive email communications?
    1. Visit https://rtx2020.frontgatetickets.com/ and login to your Front Gate Tickets account.
    2. Under the “Your Account” tab on the top navigation bar select “Account Details”.
    3. Go to the “Contact Info” section to update your email.
  • What if I requested a full refund in April, May, July, or August of 2020? Can I select the Rooster Teeth Credit Package or postpone to 2022 now?

    Unfortunately, the current offerings are only applicable to current badge holders that requested to postpone to RTX Austin 2021 in the summer of 2020. For badge holders already issued a refund for RTX Austin 2020, nothing additional can be offered.

  • What if I had purchased a RTX commemorative badge, RTX pin, or RTX bundle in 2020? What happens to those orders?

    If you purchased a commemorative item in the same order as an RTX admission badge (i.e. Weekend Badge), the commemorative items will receive the same treatment you select for the RTX admission badge. If you purchased a commemorative item separate from an RTX admission badge, you can still choose any of the 3 options. We will not be fulfilling any commemorative item orders this year.

    If you wish to postpone, the entire order will be postponed to 2022. Please note, the RTX 2020 badge design and 10th anniversary badge design will be changed in 2022.

    If you wish to select a credit package, you will receive a Rooster Teeth Store gift card equal to the cost of the item + service charges. Gift cards will be sent in as little as 30 days after March 12 to the email tied to your Front Gate Tickets account emailed from the Rooster Teeth Store.

    If you wish to refund, the entire order will be 100% refunded in as little as 30 days from March 12 to the original method of payment.


General Questions

  • What is RTX at Home 2021?

    RTX at Home is the world’s greatest online celebration of animation, gaming, comedy, and internet culture, where amazing entertainment and the best fans in the world meet up for an incredible 10 days. Our flagship convention, RTX Austin, is hosted in Austin, Texas every summer. Beyond RTX, you can rub elbows with Rooster Teeth personalities and fellow fans at events like Achievement Hunter Live, Theater Mode Live, and more.

    RTX exists to help our community make friends, meet people from Rooster Teeth content and beyond, and generally feel like part of the Rooster Teeth family. We aim to give back to you as much as you give to us.

  • When will RTX at Home 2021 take place?

    Thursday, July 8 – Saturday, July 17, 2021. This will include all weekend days.

  • How can I watch RTX at Home?

    RTX at Home will be available to watch on RoosterTeeth.com, through our Living Room apps on Roku, Android TV, Xbox, Apple TV and Fire TV, or Rooster Teeth mobile apps on iOS and Android.

  • Will I need to buy a badge or ticket to watch RTX at Home?

    No, we will have panel programming that will be available to the general public for free, as well as, FIRST only content behind a paywall. If you wish to watch member only content, sign up for a FIRST membership here: https://roosterteeth.com/signup. Additionally, there will be various ticketed virtual experiences at a cost. More information about them will be released later.

  • What does the program look like for RTX at Home?

    We are still working on the program, but know it will include panels, meet & greets, group happy hours, RTX Animation Festival, RTX Podcast Festival, multiple evening events and much more.

  • When will virtual experiences, such as Meet & Greets, go on sale?

    We are still working on the details. Expect virtual experiences to go on sale this summer. Be sure to follow @RTXEvent on Twitter for all updates.

  • How do I cancel my hotel and flight reservations?

    Hotel blocks and airline discounts had not been announced for 2021. However, if you booked on your own, you’ll need to contact the hotel or airline directly.


Security

  • What is Rooster Teeth’s Code of Conduct?

    CODE OF CONDUCT

    Our Code of Conduct is governed by the five community guidelines that everyone who is a part of the Rooster Teeth community follows. Everyone employees, guests, visitors, fans, and community members — all follow the Community Guidelines listed below not only for events, but our website, apps and online platforms, social media channels, and in-person and online interactions:

    Community Guidelines

    1. Don’t be a jerk.
    2. Do not attack, harass, threaten, or bully anyone.
    3. Comments or posts that violate our Terms of Use or Code of Conduct will be removed. This policy shall be determined by Rooster Teeth in its sole discretion.
    4. Respect the Site Admins and Moderators when the Terms of Use and these Community Guidelines are enforced. If you break the rules, we reserve the right to take action on your account.
    5. Be respectful, be nice, be cool, and be kind to each other.

    If you see these guidelines being broken, please email conduct@roosterteeth.com.

    We have a ZERO TOLERANCE POLICY for harassment of any kind, including but not limited to:

    Offensive, abusive, obscene, threatening, intimidating, harassing, derogatory comments about race, color, national origin, gender, gender identity, gender presentation, sexual orientation, age, body size, disability, appearance, religion, citizenship, or pregnancy.

    As well as: stalking, doxxing, swatting, witch-hunting, intimidation, offensive verbal or written 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.

    For a full list of prohibited actions, please refer to Section 14 of our Terms of Use.

    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. If you engage with anyone in a disrespectful or inappropriate manner or do not adhere to our Code of Conduct listed here, we reserve the right to immediately remove you from the event or forum without refund and ban you from future Rooster Teeth activities, events or platforms.

    We reserve the right to evaluate each incident on a case by case basis.

    What do I do if…

    • I feel like someone has broken the Code of Conduct? Don’t just let it happen. Tell us immediately. Our community managers are available via conduct@roosterteeth.com. To file a formal complaint, please email us and provide detailed information about the situation along with your contact information so we can respond. Screenshots, transcripts, and more can only help your case so please be detailed when letting us know what the problem is.
    • Rooster Teeth has contacted me and told me my behavior violates the Code of Conduct? The Rooster Teeth notice gave the reason why you were contacted and you should stop the referenced behavior immediately. Further actions you take that violate the Code of Conduct mean Rooster Teeth will take increased action in response.
    • I experienced or saw offensive ONLINE behavior on a Rooster Teeth app or website? Please file a formal complaint by emailing conduct@roosterteeth.com, providing detailed information about the situation along with your contact information. If the harassment occurred on another forum (e.g. Twitter, Instagram, Facebook) please contact that forum to report concerns.
    • I experienced or saw offensive behavior AT A REAL LIFE EVENT? If you feel unsafe in your immediate location, alert the nearest Staff member (wearing an RTX Staff Badge) or notify the registration desk and move to a safe location. If this is not possible, please go to the Security Booth or call the police. If you are safe in your current location and please report by sending an email to conduct@roosterteeth.com, providing detailed information about the situation including the event you are attending along with your contact information.

Accessibility


Guardians

  • 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 at Home 2021?

    For our virtual event, we will not need the wonderful support of Guardians. We hope to see you all again in 2022!