FREQUENTLY ASKED QUESTIONS

Before contacting our team with conference-related inquiries or other questions, please check out our FAQ (Frequently Asked Questions) below. If you still have questions or need assistance in relation to the conference, you can contact us here.

GENERAL ORDERING / ACCOUNT ISSUES

Can I order or pay by phone?

Currently we are not taking ticket or other orders by phone. Our ticketing and purchase system is set up so that customers will need to create an account themselves and place their own orders on our secure site. Tickets are not sent by mail, so customers will need an account to download and/or print conference tickets as well as manage downloads and future orders. Our staff can make modifications to existing orders (e.g. names on tickets, etc.), but do not have direct access to payment information or passwords, or have the ability to set up an account on someone else’s behalf.

Our site is secure (encrypted) and all payment/billing information is sent directly to Stripe, a third party payment gateway with heavy encryption, for those worried about privacy. Thanks for understanding.

Our email support (available by filling out the form on the Contact page) is a great way to get in touch with us should you have questions. Our typical response time during the week is under 4 hours and rarely longer than 24 hours.

Help! I can't create an account / make a purchase!

If you are having trouble creating an account / placing an order, the easiest thing to do is start with creating an account by following these steps:

    1. Go to: https://gensix.com/my-account/ and enter your email address and a password of your choosing under “Register”, which is the form on the right side. Click the “Register” button below. (In the future you’ll use the form on the left – “Login” – to access your account)
    2. If you have been to a previous conference or ordered with us before, you likely already have an account. You will want to login first before ordering.
    3. Once you register your account/login, you will see some links to the left of the screen including “Addresses” and “Payment Methods”. Click on these links to add the corresponding information. If there’s a “Save” button at any point, be sure to save your info.
    4. Once you have a billing address and payment method included in your account, you can click on the “Store” link in the top navigation and choose the item(s) and quantity that you want.
    5. After adding items to the cart, you view your cart by clicking on the cart icon up top or clicking the “Account” link up top and choosing the “Cart” link in the dropdown menu. From there, you should be able to simply follow the prompts to walk through the purchase process.
    6. Upon purchase, a confirmation email will be sent to you.
    7. IMPORTANT: Please check your email spam or junk folders if you aren’t receiving any emails and add “orders@gensix.com” and “info@gensix.com” to your list of contacts.
      • Purchase Details:
      • Ticket Purchase: Once you have processed your ticket payment, you will receive a confirmation email with a link to a printable ticket. Please bring this ticket with you to the conference for registration (in digital form on your mobile/device or physically printed).
      • Live Streaming/VOD: Once you have purchased Live Streaming/VOD, you will have access to the 2017 VOD area as well as the 2018 Live Streaming area. From your account area, click on “Memberships” where you will see the active membership. See our FAQ on Live Streaming/VOD for navigating that area.
      • Pre-order DVD: Conference DVDs will be shipped about 30 days after the end of the conference, and customers who purchase the pre-order digital video download (when available) can expect to have it available in their account about 30 days after the end of the conference.
      • DVDs / DVD sets: Currently stocked DVDs, DVD sets, and related items are typically shipped within 24-48 hours from receipt of order, Mon – Fri (excluding holidays).

Help! I can't log into my account!

If you are having trouble logging into an account that you already created, here are a few troubleshooting steps to try first:

      1. Go to: https://gensix.com/my-account/ and enter in the email address and password you used when creating your account under the area that says “LOGIN” located on the left side (desktop) or top (mobile/devices). It’s possible to think that you’re logging in when really you’re filling out the “REGISTER FORM” that is on the right side.
      2. Ensure that caps lock is not on when entering your password.
      3. If you still can’t get in and think you may have the incorrect password, click the Lost your password? link. A link to reset your password will be sent to your email.
      4. If you are still unable to get into your account, there are several things you will want to check:
        a) If you aren’t seeing your “Reset Password” email from us (when resetting your password), first check your spam/junk folder to make sure the email hasn’t landed there.
        b) If you often use multiple email accounts, you’ll want to ensure that you didn’t set the account up with another email address.
        c) If you still don’t see the email, it’s possible that you misspelled or mistyped your email address when setting up your account in the first place.  We’ve had users inadvertently paste extra characters when copying and pasting an email address, or mistype the address when setting up the account initially. If you suspect this may be the issue, you’ll want to contact us to find your account and ensure that the correct email is attached to the account and change it if necessary.
      5. In some rare cases, users may not have actually completed a user registration, so they don’t have an account set up, even though they may have gone through several steps. By contacting us, we can confirm whether or not an email address exists in our system.

General Instructions for logging into existing account / making a purchase

      • Go to https://gensix.com/my-account and using the Login form on the left, enter your login credentials. Your username is typically your email address.
      • Should you have forgotten your password, you can use the “Lost your password” link below the Login form.
      • Once you log in, you will see some links to the left of the screen including “Addresses” and “Payment Methods”. Click on these links to add/edit the corresponding information. If there’s a “Save” button at any point, be sure to save your info.
      • Click on the Store link at the top of the page and add any items to your cart.
      • After adding items to the cart, you view your cart by clicking on the cart icon up top or clicking the “Account” link up top and choosing the “Cart” link in the dropdown menu. From there, you should be able to simply follow the prompts to walk through the purchase process.
      • Upon purchase, a confirmation email will be sent to you.
      • IMPORTANT: Please check your email spam or junk folders if you aren’t receiving any emails and add “orders@gensix.com” and “info@gensix.com” to your list of contacts.
        • Purchase Details:
        • Ticket Purchase: Once you have processed your ticket payment, you will receive a confirmation email with a link to a printable ticket. Please bring this ticket with you to the conference for registration (in digital form on your mobile/device or physically printed).
        • Live Streaming/VOD: Once you have purchased Live Streaming/VOD, you will have access to the 2017 VOD area as well as the 2018 Live Streaming area. From your account area, click on “Memberships” where you will see the active membership. See our FAQ on Live Streaming/VOD for navigating that area.
        • Pre-order DVD: Conference DVDs will be shipped about 30 days after the end of the conference, and customers who purchase the pre-order digital video download (when available) can expect to have it available in their account about 30 days after the end of the conference.
        • DVDs / DVD sets: Currently stocked DVDs, DVD sets, and related items are typically shipped within 24-48 hours from receipt of order, Mon – Fri (excluding holidays).

How do I reset my password?

      1. Go to this link: https://gensix.com/my-account/lost-password/, enter the email address you used to create your account, then click the button “Reset Password”
      2. An email with a link and instructions should be sent to your email address. If you aren’t seeing an email, it’s likely going to your spam or Junk folder, so be sure to check there just in case.
      3. Clicking the link in your email will take you to a page where you can enter your new password.
      4. You will then be redirected to the login page again where you will use your existing username along with your new password. Don’t forget to copy your password somewhere safe for the next time you need it.

How do I view my past orders or other account info?

If you go to “Your Account” (https://gensix.com/my-account/), you will see a list of navigation items including “Orders” to the left. On the orders page, clicking on any particular order will give you any detail related to that order.

From the Account area, you can also edit billing information and manage other account-related information. Please note that you must be logged in to view your account details.

Help! I'm not getting any confirmation emails about my purchase!

The number one reason you may not be getting confirmation emails about your purchase is that these emails may be going to your spam or junk folders. Please check those folders first, and if you’re still not seeing an email from us, you can contact us and we’ll manually try to send you another one.

Another reason for not receiving confirmation emails is that you have inadvertently set up an account and mistyped your email address. If you suspect this is the case, you’ll want to contact us to investigate and change it to your correct email address.

My email has changed / I've lost my email confirmation for my purchase

If your email address has changed since you’ve set up an account or ordered from us, that’s not a problem at all. Simply log in to your account (your username is typically your email address), and navigate to any areas where an email address is saved and edit the information (“Addresses”, “Account details”).

If you would like us to resend any confirmation emails, ensure that your email on file is correct, and send us a request through our Contact form. We’d be happy to send another confirmation email. Remember to check your junk/spam folder if you aren’t seeing your confirmation email.

ATTENDING THE CONFERENCE / TICKET QUESTIONS

Can I purchase conference tickets / Is the conference sold out?

There are still seats available in the Mansion Theatre. If you would like to attend the conference, hurry over to the store to purchase your ticket before the conference sells out!

What are the scheduled times of the conference?

Early registration will run between 2pm – 5pm at The Mansion Theatre on Thursday, Sept 13th. Registration will re-open on Friday, Sept 14th at 7am. Theatre doors open on Friday at 8am. Full schedule details on this page at the bottom. The latest schedule will always be posted on the site.

 

When does conference registration start?

Early registration will be available at The Mansion Theatre from 2pm – 5pm on Thursday (Sept 13th). Registration will open again starting at 7am on Friday morning (Sept 14th). See the schedule on our conference page for details.

Where can I download / print my conference ticket?

You can download a PDF of your purchased conference ticket from a link in the email you should have received from our processing system. It will be the “Download” link next to the corresponding attendee. You can also directly download the PDF ticket from your account on this site under Account > My Account > Orders. Click on “View” next to the corresponding order and then click on the “Download” link next to the name of the attendee to download the ticket. You must be logged into your account to view tickets and other account details.

Any smartphone will be able to easily display this PDF ticket which you should have ready when you check in for the first time at the conference. We will scan the QR/Barcode from that ticket to check you into our system.

Alternatively, you can print out the PDF ticket and simply bring it with you to have scanned.

Attendees who don’t have their digital or physical tickets with them can still check in at registration manually with our staff. This may add a slight delay to your check-in time, but we’d be happy to help out if you find yourself in this situation.

Are conference tickets refundable?

Conference tickets are non-refundable. Please see our Terms & Conditions for full details. Tickets may be transferred to another person’s name, however, any compensation or commerce related to the exchange of tickets is exclusively between individuals. Please be sure to send an email to support@gensix.com with the subject line “Ticket Name Change” and indicate the new name that should appear on the ticket. If you have purchased more than one ticket, be sure to indicate which ticket name will change. To make this change, you must send the email from the same email address associated with the ticket purchase(s) on this site.

How do meals work at the conference?

Although no meals are included or available on site at the conference, we allow a generous amount of time for meal breaks, both at lunch and dinner time. Attendees are on their own for all meals. Please see the schedule on our conference page for breaks and meal times.

Can I buy a discounted ticket for a single day of the conference?

GenSix Productions is only offering a full conference ticket ($100) with no discounts for individual days. If you can only attend a single day of the conference, you will still need to purchase a full ticket.

Are there additional ticket fees?

There is a flat processing fee of $3.50 per ticket purchased. So the total price per ticket will be $103.50.

Can I change the name on one or more of the conference tickets I purchased?

Should you need to change the name on one or more of the tickets you purchased, please send an email to support@gensix.com with the subject line “Ticket Name Change” and indicate the new name that should appear on the ticket(s). If you have purchased more than one ticket, be sure to indicate which ticket name(s) will change. To make this change, you must send the email from the same email address associated with the ticket purchase(s) on this site. Once our team changes the name associated with a particular ticket, you will see the updated name reflected in your account area.

Are all tickets for General Seating, or can I choose my seats?

All tickets are General Admission for general seating only. Attendees will have the option to sit where they want at the conference on a first come, first served basis. There are no seating reservations or holding seats, including holding seats from one day to the next at the conference.

Can children come to the conference?

The content of this conference is of a serious nature. While children are always welcome, it would be up to the parent to determine the appropriate nature of the content and the maturity of the child. There is no child care provided. Nursing mothers are welcome with their babies.

Is admission for children discounted?

No. Since seating is limited, all tickets are one price and there are no discounts for children. Nursing? There is no extra charge for nursing mothers with their babies.

DVD / DIGITAL DOWNLOADS

When will conference DVDs be shipped?

Pre-order Conference DVDs will be shipped approximately 30 days after the end of the conference. If you purchase a DVD set of the conference, you will receive email communication from our team to let you know when we’re shipping DVDs out.

Important: If you move/change your shipping address between purchase date and shipping date, PLEASE CONTACT US AT SUPPORT@GENSIX.COM WITH YOUR UPDATED ADDRESS AS SOON AS POSSIBLE. GenSix in not responsible for product shipped to incorrect/outdated shipping addresses.

When will conference Video Downloads be available?

Conference Video Downloads will be available in your account approximately 30 days after the end of the conference. If you purchase a download of the conference, you will receive email communication from our team to let you know when the product is ready.

When can I expect my DVD or DVD set?

DVDs, DVD sets, and other GenSix items that are currently IN STOCK are typically shipped within 24 – 48 hours from the time you place your successful order (Mon – Fri, excluding holidays) and are shipped using USPS. Upcoming conference DVDs/pre-order items will ship approximately 30 days after the end of the conference.

 

LIVE STREAMING / VOD

How does Live Streaming / VOD work?

Live Streaming / VOD (Video on Demand) will be available by logging into your account from the start of the conference (live) until 30 days after the conference (VOD). You must be logged into the account that the Live Streaming purchase was made from in order to view Live Streaming / VOD.

Please carefully read our Terms and Conditions pertaining to Live Streaming / VOD.

How do I access the Live Streaming / VOD area from my account?

If you have already purchased Live Streaming / VOD for this year’s conference, you can access this area directly from your account.

1. Start by logging into your account here: https://gensix.com/my-account/. You must be logged into the account that the Live Streaming purchase was made from in order to view Live Streaming / VOD.

2. From your account area, click on the Membership link.

3. Click View next to the “Live Streaming / VOD – 2018” membership plan.

4. Click the Content link which will reveal the pages you have access to. For this year’s Live Streaming / VOD, you will see both a page for the 2018 Conference Live Streaming / VOD and a bonus page with all of the VOD from 2017! Click View for either of those pages to access your content.

5. Direct links to both pages are as follows (note that you must be logged into your account to view these):

Live Streaming – 2018https://gensix.com/live-streaming-vod-2018/
VOD for True Legends Conference 2018 (Once available)https://gensix.com/vod-2018/
VOD for True Legends Conference 2017 – https://gensix.com/vod-2017/

What is VOD and how does it work?

VOD stands for “video on demand”. VOD allows viewers to re-watch sessions (or watch sessions they weren’t able to watch live) through Oct 21, 2018!  All video sessions will be posted (until the date noted).

VOD will be available on the same page that you watched live streaming on (https://gensix.com/live-streaming-vod-2018/). These sessions are hosted privately on Vimeo players, so they are watchable from any computer or device while logged into your account.

Additionally, the purchase of 2018 Live Streaming / VOD gives users immediate access to VOD of the 2017 True Legends Conference!

VOD - "Because of its privacy settings, this video cannot be played here"

If you are in the VOD (video on demand) section and see a message saying “Because of its privacy settings, this video cannot be played here”, it can usually be easily resolved with the following steps. (If you are on the page and can see that message, your permissions from GenSix Productions are likely ok.)

      1. Ensure that your browser is set to “Allow cookies” for this site.
      2. Refresh the browser and try the page again.
      3. Close the browser completely and open it up again.
      4. Use a different browser (Chrome, Safari, Firefox, etc.)
      5. Completely restart your computer and open the browser again.

In most cases, one of these has resolved the issue.

VOD - My video keeps stopping or won't play smoothly

If you are in the VOD (video on demand) section and you are having issues with your video stopping/starting or not running smoothly, these issues are most often related to an issue specific to your setup. All of our VOD videos stream directly from Vimeo, so are not hosted on our servers. Here are some troubleshooting tips:

      1. Ensure that your browser is set to “Allow cookies” for this site.
      2. Refresh the browser and try the page again.
      3. Close the browser completely and open it up again.
      4. Use a different browser (Chrome, Safari, Firefox, etc.)
      5. Check your internet connection or try a different connection.
      6. Completely restart your computer and open the browser again.
      7. Try a different computer/device.

In most cases, one of these has resolved the issue.

Where do I view Live Streaming/VOD?

The URL for Live Streaming/VOD for 2018 is https://gensix.com/live-streaming-vod-2018/. VOD for the 2018 Conference will be available here: https://gensix.com/vod-2018/.

As a bonus, VOD for the 2017 True Legends Conference is available for purchasers at this link: https://gensix.com/vod-2017/. This page is only viewable by those who have purchased Live Streaming/VOD and only while logged into their account.

Are Live Streaming tickets refundable?

Since GenSix Productions pre-purchases streaming spots, Live Streaming tickets are non-refundable and not typically available for exchange for another product. Please see our Terms & Conditions for full details. GenSix Productions may substitute a Digital Download of the conference at its sole discretion should GenSix Productions not be able to provide Live Streaming to customers.

How do I watch Live Streaming? Will my computer work? Will my internet connection be sufficient?

You can watch Live Streaming on a computer, tablet, or mobile device. Live streaming requires that you have a good internet connection. We do not recommend public networks for watching streaming. If you were planning to hunker down in your favorite coffee shop for 3 days to watch the conference, you may be disappointed in your viewing experience and make the other patrons grumpy by hogging all the bandwidth:)

You don’t have to have a state-of-the-art computer or device to stream the conference. However, if you currently have issues with web pages loading slowly and programs running sluggishly on your computer, you may not have the best streaming experience.

The URL for Live Streaming/VOD is https://gensix.com/live-streaming-vod-2018/. This page is only viewable by those who have purchased Live Streaming/VOD and only while logged into their account.

Can I watch streaming/VOD on my TV?

If you have a DisplayPort or HDMI output on your computer, you can typically use a cable to connect to your TV. You can also wirelessly screencast from your computer or device onto a TV using various apps/hardware such as Apple’s AirPlay, Google Chromecast, or a number of others. You may have varying results by wirelessly casting your streaming, so it’s up to each individual to create a configuration that will work with their computer/setup. We do not provide support or advice for computer/TV setup or troubleshooting, so you will want to Google your options or ask your tech-savvy friends or family and test ahead of time!

Can I test my streaming beforehand?

Still nervous about whether or not your computer or internet will let you down while live streaming? We are planning to have a couple of streaming tests at specific times before the conference to give you a chance to test it out.

Exact test times to be announced closer to the conference.

This test signal will include both video and audio that will approximate your experience once the conference starts. Streaming purchasers will receive details by email before the tests. The URL for streaming is https://gensix.com/live-streaming-vod-2018/. (This page is only viewable by those who have purchased Live Streaming/VOD while logged into their account).

What is the difference between Live Streaming/VOD and a Digital Download?

While Live Streaming itself may be obvious, you may be asking yourself what the difference is between VOD (video on demand) and a Digital Download. Here’s what you need to know when deciding between the two:

Live Streaming is a live cast of the conference as it happens and will be viewable directly from your account during the conference. VOD (video on demand) are the recorded version of all those sessions available to re-watch “on demand”.

By contrast, the Digital Download purchase allows you to permanently keep digital copies of all the sessions, but will not be available until roughly 30 days after the conference.

The content seen on VOD and Digital Download will be very similar. VOD is a raw cut (largely unedited), while the Digital Download will be an edited, polished product.

ADDITIONAL QUESTIONS / INFORMATION

Do you have tables / spots available for vendors?

Yes. If you would like to be a vendor at our conference, please send an email to info@gensix.com with the word “VENDOR” in the subject line.