FAQS

Customer Support & Questions Answered

RTX Customer Support

For all event inquiries.

Front Gate Support

1-888-512-7469

For all badge related inquires.

RTX 2020 Cancellation Updates


General Questions

  • 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.


Security

  • 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 conduct@roosterteeth.com 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.


Accessibility

  • 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 (rocio.earls@austintexas.gov) 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.


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 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.