GenSix FAQ

FAQ

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.
Contact Us
Section 1

General Ordering / Account Issues

Question 1

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. Please note that due to global events, response times to emails may be several days.

Question 2

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 log in 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 (60-day Access): Once you have purchased Live Streaming/VOD, you will have access to the previous year's VOD area as well as the current year's Live Streaming/VOD area for a minimum of 60 days after the conference ends. 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.
    • VOD (Lifetime Access): Once you have purchased any "Lifetime Access" VOD, you will have immediate access to the titles from the "Memberships" area in your account.
    • Pre-order DVD: Conference DVDs will begin shipping about 45 days after the end of the conference.
    • DVDs / DVD sets & Other items: Currently stocked DVDs, DVD sets, and other items are typically shipped within 24-48 hours from receipt of order, Mon – Fri (excluding holidays).
Question 3

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

  • 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.
  • Ensure that caps lock is not on when entering your password.
  • 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.
  • 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.
  • 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.
Question 4

  • 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 (60-day Access): Once you have purchased Live Streaming/VOD, you will have access to the previous year's VOD area as well as the current year's Live Streaming/VOD area for a minimum of 60 days after the conference ends. 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.
    • VOD (Lifetime Access): Once you have purchased any "Lifetime Access" VOD, you will have immediate access to the titles from the "Memberships" area in your account.
    • Pre-order DVD: Conference DVDs will begin shipping about 45 days after the end of the conference.
    • DVDs / DVD sets & Other items: Currently stocked DVDs, DVD sets, and other items are typically shipped within 24-48 hours from receipt of order, Mon – Fri (excluding holidays).
Question 5

  • 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”
  • 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.
  • Clicking the link in your email will take you to a page where you can enter your new password.
  • 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.
Question 6

If you go to “Your Account” (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.

Question 7

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.

Question 8

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.

Section 2

Attending the Conference / Ticket Questions

Question 9

Tickets to attend the 2020 conference in person are no longer available as this event has moved to a live-streaming-only event.

Question 10

This year's conference schedule can be found at True Legends Conference Schedule. Please note that scheduled speakers and times can change at any time without notice.

Question 11

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 12

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 13

Conference tickets are non-refundable. Please see our Terms & Conditions for full details.

The 2020 True Legends Conference has moved to a live-streaming-only event. All current ticket holders will be moved over to the live streaming/VOD of the conference plus receive a complimentary 2020 DVD once the conference is complete. Please visit the conference page for additional details including dates and times.

Question 14

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 15

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 16

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 17

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 18

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 19

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 20

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Section 3

Live Streaming / VOD

Question 21

Live Streaming / VOD (Video on Demand) will be available by logging into your account from the start of the conference (live) until 60 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.

Question 22

This FAQ will be updated once Live Streaming/VOD is available for the upcoming 2020 conference.

If you have already purchased VOD for the 2019 conference, you can access this area directly from your account.

  • Start by logging into your account here: https://gensix.com/my-account/. You must be logged into the account that the Live Streaming/VOD purchase was made from in order to view VOD.
  • From your account area, click on the Membership link.
  • Click View next to the associated membership plan.
  • Click the Content link which will reveal the pages you have access to. Click View for either of those pages to access your content.
  • Direct links to this year's Live Streaming/VOD pages are as follows (note that you must be logged in to your account to view these):
  • Live Streaming for True Legends Conference 2020 - https://gensix.com/tlc-2020-live-streaming/
  • VOD for True Legends Conference 2020 – https://gensix.com/vod-library/vod-tlc-2020/
  • VOD for True Legends Conference 2019 – https://gensix.com/vod-library/tl-vod-2019/
Question 23

This FAQ will be updated once Live Streaming/VOD is available for the upcoming 2020 conference.

VOD stands for “video on demand”. VOD allows viewers to re-watch sessions (or watch sessions they weren’t able to watch live) for 60 days following the conference!

VOD sessions are hosted privately on Vimeo players, so they are watchable from any computer or device while logged into your account.

Live Streaming / VOD links:

VOD for True Legends Conference 2020 – https://gensix.com/vod-library/vod-tlc-2020/
VOD for True Legends Conference 2019 – https://gensix.com/vod-library/tl-vod-2019/

(Note: This information doesn’t pertain to VOD purchase or rental directly through Vimeo)

Question 24

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”, or if the videos don't show up, it can typically be easily resolved with one or more of the following steps.

  • Refresh the browser and try the page again.
  • Ensure that you haven’t been logged out of your account which can happen if the page has been sitting too long.
  • Ensure that you are logged into the account you purchased the VOD from.
  • Try disabling or enabling your VPN or related software if you have it. Some settings on a VPN can disable the videos.
  • Ensure that your browser is set to “Allow cookies” for this site.
  • Close the browser completely and open it up again.
  • Use a different browser (Chrome, Safari, Firefox, etc.)
  • Completely restart your computer and open the browser again.

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

Question 25

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 and rarely have issues on their own. Here are some troubleshooting tips:

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

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

Question 26

This FAQ will be updated once Live Streaming/VOD is available for the upcoming 2020 conference.

Direct links to this year's Live Streaming/VOD pages are as follows (note that you must be logged in to your account to view these):
Live Streaming for True Legends Conference 2020 - https://gensix.com/tlc-2020-live-streaming/
VOD for True Legends Conference 2020 – https://gensix.com/vod-library/vod-tlc-2020/
VOD for True Legends Conference 2019 – https://gensix.com/vod-library/tl-vod-2019/

Question 27

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 VOD of the conference at its sole discretion should GenSix Productions not be able to provide Live Streaming to customers.

Question 28

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.

Direct links to this year's Live Streaming/VOD pages are as follows (note that you must be logged in to your account to view these):
Live Streaming for True Legends Conference 2020 - https://gensix.com/tlc-2020-live-streaming/
VOD for True Legends Conference 2020 – https://gensix.com/vod-library/vod-tlc-2020/
VOD for True Legends Conference 2019 – https://gensix.com/vod-library/tl-vod-2019/

These pages are only viewable by those who have purchased Live Streaming/VOD and only while logged into their account.

Question 29

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!

Question 30

Still nervous about whether or not your computer or internet will let you down while live streaming?

You can test your stream ahead of time. You will be emailed a test date or can find the time posted here closer to the conference date (May 15, 2020)

During those test times, you can visit the Live Streaming page while logged into the account that you purchased Live Streaming through. 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.

Question 31

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” afterward.

We are no longer offering Digital Downloads for future conferences but will make conference sessions directly available for purchase as "Lifetime VOD".

Section 4

DVD / Digital Downloads

Question 32

Pre-order Conference DVDs will be shipped approximately 45 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. You can always check the status of your order by going to your account. “Processing” means your DVD order hasn’t shipped yet. “Complete” means that your order has shipped (or at least that the USPS label has been created). There should be a USPS tracking number associated with your order that you can follow.

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 is not responsible for products shipped to incorrect/outdated shipping addresses.

Question 33

Future True Legends Conferences will be available as VOD (video on demand) rather than digital downloads.

Question 34

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 45 days after the end of the conference.

Section 5

Additional Questions / Information

Question 35

The 2020 True Legends Conference has moved to a live-streaming-only event. Please visit the conference page for additional details including dates and times.

Question 36

Sometimes a “screenshot” of your computer screen can help our support team see a snapshot of an issue you’re having in your account or with ordering. Below are a few links with instructions of how to take a screenshot:

Screenshot on PC: https://www.digitaltrends.com/computing/how-to-take-a-screenshot-on-pc/
Screenshot on Mac: https://www.digitaltrends.com/computing/how-to-take-a-screenshot-on-a-mac/
Screenshot on Chromebook: https://www.digitaltrends.com/computing/how-to-take-a-screenshot-on-a-chromebook/

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GenSix Productions was launched in 2014 with a mission to set the record straight giving an accurate historical and contemporary worldview based on the pivotal episode recorded in the sixth chapter of Genesis (as well as in many other ancient manuscripts and traditions). We believe that the narrative of Genesis 6 is the key to unlocking the secrets of the prehistoric past, and the cipher for decoding the mysteries of the prophetic future.

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