Frequently asked questions

Frequently asked questions

I can’t find my ticket / confirmation email!

1. Where can I find my tickets?

You will receive a confirmation email from Capture Ticketing after you purchase your tickets. This email will contain your order information and QR code. The QR code contains your whole order. Any additional orders you make with that same email address will automatically be added to the QR Code.

 

2. What do I do if I did not receive the confirmation email?

Make sure to check your spam and promotion folders for the email from Capture Ticketing. If you do not see the email, create an account with Capture Ticketing using the same email you used to purchase the tickets and your orders will automatically link.

 

3. What do I do if I lose my QR code and confirmation email?

Staff at the event will be able to look up your order, either by name or email and check you in that way, so no worries!

 

General Information

1. Do autographs, photo op or fan packages include admission to the event?NO, admission is not included. Tickets can be pre purchased or purchased at the door.

 

2. Can I bring a backpack or bag?Yes, but they are subject to being searched by security.

 

3. Can underage children accompany VIP pass holders?

To ensure VIP lines move quickly, all individuals with access to VIP lines and VIP early entry MUST have a VIP PASS. This includes children. If you wish to not purchase the child a VIP PASS, then another adult (with an admission ticket) will need to attend to monitor the child while you utilize the VIP access.

 

 

4. Can underage children accompany fan package holders?Fan packages do not allow VIP access for guest meet and greet autograph lines therefore all guests (including children) can be in the general admission line. Your fan package badge guarantees your admittance to the guest Q&A panel.

 

5. Can underage children accompany me to a panel?YES

 

6. When will the schedule be posted so I can plan my experience?All flights for the guests must be approved before a schedule can be made and posted. It is typically available 3-4 weeks before the event. Schedule is subject to change without notice. However, we do attempt to post about any last-minute schedule changes to social media and make live announcements at the event.

 

7. The guest I want to meet doesn’t have pricing on the website. Is it free?– No, all guests charge for autographs, photo ops and selfies.

 

8. When will the autograph, selfie and photo op pricing be available?Each guests pricing comes from their management, not assigned by Fanboy Expo. When their management sends pricing, we then post it to the website under each guest. If no price is listed, then we have not received it yet so keep checking for updates on the website. It WILL be available at the event. It will be posted to each guest’s table or available at the info booth.

 

9. What happens if a guest cancels and I already purchased an experience with them?Upon a guest cancellation, refunds are automatically issued for pre-purchased fan packages, autographs and photo ops. Admission tickets to the event itself are nonrefundable.

 

                  What if the canceled guest was part of a group? If the guest that canceled is part of a group, the entire group fan package, autographs or photo op are automatically refunded. Once your refund is received you may reorder fan packages, autographs, and photo ops for the member(s) of the group who did not cancel.

 

10. When is my photo op?

A photo op schedule will be released prior to the event. (This is typically done a couple of weeks before the event) You are responsible for making sure you arrive 15 minutes before your op to ensure you don’t miss it. Please note times are subject to change. Keep up to date by checking the website periodically and listening for live updates at the event. Refunds are not issued for missed photo ops.

11. I’m so EXCITED and want to meet so many guests, do several photo ops AND catch some Q&A panels! Any tips?

 We wish everyone got to experience everything the event has to offer but unfortunately there are only so many hours in a day. If you are planning to meet several guests we highly recommend a weekend pass or VIP pass to allow for more time to do all you wish to do. Also, keep up to date with the photo op and Q&A schedules, located on the website, and plan your day accordingly. Keep in mind that the event is utilizing the entire convention center so please familiarize yourself with where areas are located and how long it takes to get from one place to another. Fanboy Expo will not issue refunds for missed opportunities.

 

12. ARE ALL CELEBRITY GUESTS AT THE EVENT ALL WEEKEND? While some guests are in attendance all weekend, some can only attend 1 or 2 days. Guests’ attendance days are posted underneath their names on the website.

 

13. WHERE DO I PICK UP MY PRE-BOUGHT PHOTO OPS?

 Individual photo ops can be picked up in the photo op area located on level 3.

 

14. WHERE DO I PICK UP MY PRE-BOUGHT AUTOGRAPHS AND FAN PACKAGES?

 Pre-purchased fan packages and pre-purchased autographs can be picked up in Package pickup located up the ramp on level 3.

 

1. Can I bring items from home to be autographed? YES, it is usually the same price but occasionally a guest will charge slightly more for personal items.

 

16. Do fan packages have a “time”?Fan packages include 2-3 items. Autographs, photo ops and Q&A admission (when available). Autographs do not have a specific “time” but may have a specific day and/or session. If the autograph is day or session specific, it will be stamped on the back of your autograph card. If it doesn’t, it can be used anytime the celebrity guest is at their table and signing. Photo ops and Q&As are day and time specific and the schedule can be located on the website. (Schedule is released a couple of weeks before the event)

 

17. What is session “A” and session “B”?Popular guests must divide their days into 2 different parts or “sessions” so they can take a break and attend photo ops and/or Q&As. Session “A” is the first signing session of the day, usually the start of the con day. Session “B” is the second signing session of the day, typically in the late afternoon. Guests with specific sessions will have times listed on the schedule once it is approved by guest management. Please keep up to date on the website.

 

18. I’ve never been to a convention like this before. What do I do when I get there?

   If you pre-purchased a ticket, check in at ticketing to get your wristband. Follow the signs to the correct area, according to the ticket you purchased (general admission, VIP, etc…). This is where you’ll get your wristband to enter the convention. Or you can purchase a ticket at ticketing, if you didn’t purchase one online. 

After you’ve received your wristband, proceed to package pickup (up the ramp on level 3) if you have pre purchased an autograph ticket or fan package.  If you have pre purchased a photo op head to photo ops on level 3 to pick up your ticket. DO NOT LOSE YOUR TICKETS!! They are like cash and will not be replaced.

Once you have retrieved your wristband and your pre-bought experience tickets make sure to check the schedule for photo ops, Q&A times and signing times. You can do that by scanning the various QR codes on the signage throughout the building or looking on our website under “Schedule”.

Now that you have a general idea of where you are and/ or have what you need, start your journey around the con and have a great time! If you get confused or need additional guidance, the Information Booth is located on the bottom floor of the convention center.

 

19. Premium Weekend ticketsdo not include photo op or autograph vouchers, nor do they grant VIP line access. They only have a Limited-Edition T-shirt voucher.

 

 

20. I purchased a premium weekend ticket or VIP that includes a Limited-Edition T-shirt. Where do I pick it up?

 

You can take your voucher to the merchandise booth on the bottom floor of the convention center (next to the Information Booth) and get your tee shirt there. There is a $5 upcharge for tee sizes 2XL or larger.

 

21. Do I need to bring cash, or are credit cards accepted?

  Most vendors will accept credit cards. Some celebrities will take credit cards at their tables for autograph purchase, and you may be able to purchase an autograph voucher with a credit card at the Information Booth for those celebrity tables that only take cash.*

*Additional credit card processing fee will be applied.

 

22. Will there be ATMs available?

 Yes, there will be ATMs throughout the convention center.

 

 

PHOTO OP INFO – PHOTO OPS LOCATED ON LEVEL 3 

• UP TO FOUR (4) FANS PER PHOTO OP TICKET

• PHOTO OP CARDs are LIKE CASH, do not lose your card! It will not be replaced

• All sales are final. Refunds can not be given by the PHOTO OP STAFF. If you wish to request one, please visit the website for assistance

• Arrive 15 minutes before your scheduled op time to begin lining up

• Do not miss your photo op time!! please stay up to date on the photo op schedule via the website. Refunds are not given for missed ops

• PRE PURCHASED FAN PACKAGES CONTAINING PHOTO OPS ARE TO BE PICKED UP AT PACKAGE PICKUP ON LEVEL 3

 

 

     PACKAGE PICKUP INFO – PACKAGE PICKUP AND PRE PURCHASED AUTOGRAPH PICKUP LOCATED ON LEVEL 3

• AUTOGRAPH CARDS, PHOTO OP CARDs AND ALL OTHER FAN PACKAGE ITEMS are LIKE CASH, do not lose your cards! It will not be replaced!

• IF A GUEST CANCELS, ALL SALES FOR THAT GUEST ARE REFUNDED AUTOMATICALLY

• Refunds can not be given by the PACKAGE PICK UP STAFF. If you wish to request one, please visit the website for assistance

• Fan package BADGES DO NOT GRANT YOU VIP LINE ACCESS. THAT IS RESERVED FOR VIP ATTENDEES ONLY.

• INDIVIDUAL PHOTO OPS ARE REDEEMED ON LEVEL THREE AT PHOTO OP BOOTH

CC AUTOGRAPH SALES – LOCATED AT LEVEL 1/ MAIN LEVEL INFO BOOTH

• Cash is accepted by all guests and atms are available throughout the event

• Some guests will take cc at their tables. if they do not, you can purchase an autograph with a credit card here

• There are 12% taxes and cc fees associated with cc purchases.

• AUTOGRAPH CARDS are LIKE CASH, do not lose your cardS! It will not be replaced!

 

VENDOR QUESTIONS-

1. LOAD IN WILL BEGIN ON WEDNESDAY, JULY 10^THAND END THURSDAY, JULY 11^TH. THERE WILL BE NO LOAD IN ON FRIDAY, July 12^th, NO EXCEPTIONS. In years past, we have been able to allow some load in on Friday morning however with the expansion of the event and the usage of all 3 levels, we will not be allowing ANY load in on Friday, July 12th. You must be completely loaded in before we close up on Thursday night.  (Load in times will be in the vendor load in letter)

 

2. How do I know if I was approved?Once a vendor has purchased a booth, their application is reviewed. If the application is rejected, a refund and a denial email is sent to the email on file. If you didn’t hear from us or receive a refund, then YOU WERE APPROVED!

 

3. When will I receive the Load in Information?Vendor Load In information will be emailed to you 3-4 weeks before the event. It will be emailed to the email address that you used to register for the event.

 

 

4. Can I purchase extra vendor passes?Extra vendor passes can be purchased at the event or online for $55. Only 2 extra passes per single booth or artist table. Only 4 extra passes for 2 or more booths.

 

5. Can I bring my own table and chairs?Yes, you may bring your own table and chairs if you need additional ones. There may be a limited number of additional tables and chairs available for rent at the event. Those will be first come, first serve.

 

6. Does Fanboy Expo offer dollies/carts or volunteer help at load in/ load out?No. There are no dollies or carts. YOU MUST BRING YOUR OWN! No volunteer will be allowed to touch or move any vendors merchandise.

 

 

7. Do I need to have vendor insurance?Fanboy Expo highly recommends each vendor have insurance. Fanboy Expo is held harmless from any damage, loss, theft, cost, liability, act of god, terrorism or expense that arises.

 

8. It is your obligation to file sales tax on the monies you earn at our event and it is our obligation to inform you of that. Beyond providing you with the information needed (which is in your vendor letter) we can not help you with any tax related questions. Please reach out to the TN dept of Revenue for all your tax needs. https://www.tn.gov/revenue.html