Frequently Asked Questions

Attending FAQ

What are the dates, times and location of ACE23?

ACE23 will be held June 11-14, 2023 in Toronto, Ontario, Canada. The conference will take place in the complex of Enercare Centre and Beanfield Centre, (Exhibition Place Complex), 100 Princes' Blvd, Toronto, ON M6K 3C3, Canada. The Headquarter Hotel is Sheraton Centre Toronto. 

Please continue to refer to the Schedule at a Glance for daily hours and updated event information. 


How do I register for ACE23?

Click the 'Attend' tab to find registration instructions and information on registration categories, deadlines and more. If you need assistance or need to edit an existing registration, please reach out to AWWA Customer Service at 

Where can I find the full schedule of ACE sessions?

Please visit the Professional Program webpage for a link to all sessions. You may also use the ACE23 Mobile App to view all sessions and build a custom schedule. View the Mobile App How-To Video to get started today.

I am a speaker - where do I go for information?

The Speaker Portal will be the hub for all speaker related information, deadlines, creative commons, registration, who-to-contact, bios and more. Visit our I am a Presenter webpage for your link to the Speaker Portal. 

Onsite, visit the Presenter Ready Room to access the Presentation Management System and to speak with AWWA staff.

When is my committee meeting?

The Committee Meeting schedule is now published on the Meetings & Events page.

Visa Requests- How do I obtain a letter of invitation from AWWA?

If an invitation letter is needed to secure your Visa to attend ACE, or if you wish to find information on Embassy, Visa Waiver Program, or additional details please submit the international request form. Requests will be honored for attendees and presenters with the intent to register.

How do I know I will be safe attending an in-person event?

For more information on steps that AWWA is taking to promote the health and safey of our attendees please visit the ACE23 COVID-19 Guidance page.

What technology & troubleshooting is needed for ACE Virtual?

A limited selection of ACE sessions will be broadcast.
Not all sessions are included in ACE Virtual, please visit the website in Spring 2023 for more details. 

Which internet browser will provide me with the best experience for ACE Virtual participation?
Listed in order of preference: Google Chrome, Firefox and Microsoft Edge.

Can I turn on my webcam during the event?
No, attendees will not be able to use webcams.

Can I call in and listen to the technical sessions?
No, all technical sessions utilize PC and Smart Phone audio only.

Can I view on a mobile device?
Yes, all mobile devices are supported within the platform.

Can I test my system prior to the event?
Yes, test your system now.

The sound of my session and/or sponsor video is not working or very faint, what do I do?
Please make sure you have an up to date modern browser, that your speakers are connected, and the volume is turned on by clicking over to an alternate website (like YouTube).

Verify that your speakers are plugged into the power outlet, turned on and up, and connected to the audio port of the computer. Your speakers or headphones must be plugged into the sound card not into the sound out jack of the CD-ROM drive. If you still cannot hear any audio, check your system volume settings and the volume on the media player. If your system is properly set-up, then try adjusting the system volume settings:

Click Start, Settings, and then Control Panel.
Double-click on the Multimedia Icon.
On the audio tab, turn up the volume.
If it is grayed out, this is indication that the system is not configured for sound. 

The video I am watching stops, or it continually stops and buffers, what do I do?
Network congestion can occur at any time due to the following problems:

If you are connecting to the Internet through a slow connection, or over a congested wi-fi or cellular (mobile) network.
You are trying to access an event during peak Internet traffic hours.
If you are connecting to the Internet from a mobile device.
There is heavy traffic on your company network.
To alleviate network congestion, you may want to consider the following:

Upgrading to a faster connection
Minimize the amount of applications you are running while accessing the event
Try accessing the event during an off-peak Internet traffic period.
To alleviate these problems, consider reducing the amount of applications you have running. If you are accessing an on-demand event, try accessing the presentation later when network congestion may have lessened.
The sound is working, but the video freezes, what do I do?
This is usually because of network congestion. Network congestion manifests itself in different ways:

The sound works continuously, but the video freezes.
The program continually stops and rebuffers.
The player automatically stops, requiring you to click play again to resume.
Please refer to FAQ "The media player automatically stops or it continually stops and rebuffers" for reference on network congestion.

Pressing the “access session and/or sponsor” button doesn’t do anything, what do I do?
If you have a pop-up blocking software installed and it is active, it may be blocking the presentation console from opening. You many need to temporarily disable the pop-up blocking software in order to participate in the event.

When accessing the session and/or sponsor page, I cannot view the slides or the slides are not changing, what do I do?
Try refreshing the presentation by either hitting F5 on your keyboard or closing out and relaunching the presentation.

If you have joined a event, which has already started, please wait a few moments. The slides are either synchronized with the event and will flip with the next timed marker in the presentation or are user-controlled and can be flipped using controls located below the slides.

General Information FAQ

How do I access the ACE Mobile App?

You may log in to the ACE23 App beginning now! Log in using your last name and the barcode/login # found on your ACE registration confirmation email. 

View the Mobile App How-To Video to get started today!

Logging in isn't necessary to view the app, however you must login to create a personalized schedule, track session attendance for certificates of completion, and to access some additional features of the app. 

Login Instructions:

  • Search for and install "AWWA Events" from your app store
  • Open the app and choose ACE23
  • Click the person icon in upper right corner, then “Profile”
  • You will be prompted to login using Last Name & the barcode/login # found on both your name badge and your registration confirmation email

Will in-person attendees have access to ACE Virtual sessions?

Yes! Full conference “in-person” attendees will receive complimentary access to our most popular ACE23 professional sessions on-demand for 30 days post-conference. Please note that not all sessions are included in ACE Virtual - details will be available in spring 2023.

How do I access my Certificate of Completion?

Visit ACE Continuing Education to learn more. 

AWWA will provide Certificates of Completion for sessions attended in-full. Additionally, AWWA will apply to multiple state & provincial Operator Licensing Agencies for operator CEU approval, however it is your responsibility to know the requirements of your unique licensing location. Each agency is different. 

Instructions to access AWWA Certificates of Completion: 

  1. Wait 60 days after a program, then visit
  2. Click My Account in the upper right corner
  3. Login using your username and password (or reset if forgotten)
  4. In your account, select 'My Transcripts' from the left-hand navigation menu 
  5. Click the 'Download' button next to each session certificate

If you are having problems with login, call 800.926.7337 for assistance. Please read the disclaimer at and allow 60 days certificate processing time. 

Visit the ACE Continuing Education page for additional details and instructions. 

Learn more about earning, calculating, and printing certificates.

How do I request a press pass?

To request a press pass for ACE please visit the AWWA Press Room.

What are the Conference Policies?


As part of your event registration, personal contact data such as name, address, and email were collected and may be used by AWWA Show Management and approved third parties affiliated with ACE. See AWWA privacy policy ( for additional information. As a reminder, by allowing your badge to be scanned by exhibitors for lead retrieval, you are providing your full contact information (address, email, phone, etc.) to the exhibitors.

While AWWA has taken care to ensure the qualifications of speakers, presenters, and moderators at this conference, the opinions, comments, and other views made by a participant in his/her presentation(s) are not necessarily those of AWWA nor its officers, directors, planning committee, or staff.

By registering for this event, conference participants agree to allow AWWA to use their likeness in any AWWA-related production or publication, including, but not limited to, emails, social media posts, printed materials, videos, and websites. Additionally, participants agree to receive show-related and promotional emails from conference hosts and exhibitors through a third-party distributor. At no time, however, will attendees' email addresses be sold or otherwise directly disclosed to exhibitors or conference vendors.

AWWA Member Code of Practice prohibits sexual harassment, and inappropriate sexual conduct at conferences, seminars and events. Sexual harassment includes unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature, including jokes and innuendo. Any person who believes a violation of the Member Code of Practice or any other misconduct has occurred should report to the AWWA Director of Human Resources, Deputy Chief Executive Officer, or any Presidential Officer. AWWA prohibits retaliation against any AWWA staff, volunteer, member, conference participants, or other person for making a complaint under AWWA policy or for assisting in a complaint investigation.

AWWA encourages the use of social media during our conferences and events. Filming or live streaming of any presentation, session or exhibit hall booth is prohibited without the permission of the presenter or exhibitor. Additionally, if you are unsure about whether it’s appropriate to post a picture or quote, please speak with the presenter or exhibitor to request their permission prior to posting. Violation may result in confiscation of the media and removal from the event. This policy is intended to protect the intellectual property and hard work of both our presenters and exhibitors. AWWA’s conference proceedings will contain all presentations and additional materials provided by the presenters who wish to have their information published. Attendees are asked to be respectful of their colleagues by turning off or silencing all mobile devices before entering meeting rooms.

Who do I contact with any additional questions?

For conference attendees, please contact

For registration questions, please contact

For presenters and moderators, please contact

For exhibitors and sponsors, please contact

Hotel & Travel FAQ

How do I book a hotel room, or change an existing reservation?

While the ACE23 hotel block deadline has now passed, Toronto does still have hotel rooms available. Visit our Hotel & Travel Page to learn more about booking or editing a reservation. 

Note: Connections Housing, Inc. is the only official Housing Bureau for AWWA. Please be wary of any company reaching out to offer hotel rooms. 

Do you offer hotel shuttle service?

Yes. ACE23 hotel-to-convention center shuttle service will be provided for most hotels. See route detail below. 

The conference does not provide airport shuttle. 

Buses will stop at hotels noted with asterisk (*).  

Route A:

*Chelsea Toronto
*Sheraton Centre

•    Marriott Downtown CF Toronto Eaton Centre: 7 minute walk to pick up shuttle at Chelsea
•    Courtyard by Marriott: 9 minute walk to pick up shuttle at Chelsea
•    DoubleTree by Hilton Downtown: 7 minute walk to pick up shuttle at Chelsea
•    Hilton Toronto: 3 minute walk to Sheraton Centre

Route B:

*Fairmont Royal York
•    Intercontinental: 4 minute walk to pick up shuttle at Fairmont Royal York
•    Toronto Marriott City Centre: 10 minute walk to pick up shuttle at Fairmont Royal York 
•    Hyatt Regency: 12 minute walk to pick up shuttle at Fairmont Royal York

Route C:

*Omni King Edward hotel
*Westin Harbour Castle
*Delta Toronto

•    One King West Hotel: 3 minute walk to pick up shuttle at Omni King Edward Hotel

Shuttle Hours:

Sunday, June 11 | 8:00 am – 6:00 pm
Monday, June 12 | 7:00 am – 6:00 pm
Tuesday, June 13 | 7:00 am – 6:00 pm
Wednesday, June 14 | 7:00 am – 7:00 pm

What airport train & light rail options exist?

Ground Transportation Discounts - Save money and travel sustainability!

AWWA has partnered with Toronto Metrolinx to provide discounts to ACE23 attendees on tickets for their local heavy and light rail lines. These trains can efficiently get you from airport to central business district, and from central business district to Exhibition Place

UP Express

The UP Express is a dedicated air-rail line that connects Toronto Pearson Airport and Downtown Toronto, where most our ACE23 Hotels are located. Using promo code AWWA23 during check out will give you a 25% discount on tickets. 

These tickets can be purchased any time and are good for 1 year. With our ACE discount, a 1-way trip from Pearson to Union Station will cost around $7.00 USD. 

UP Express - Airport/Downtown tickets 

GO Transit

Toronto’s GO Transit is a city spanning light rail and bus service. Using promo code AWWA23 during check out will give you a 15% discount on all e-tickets. 

The Lakeshore West line between downtown’s Union Station and Exhibition Place runs every 30 minutes and is a 7-minute trip. 

Tickets are valid for 7 days from purchase. With our ACE discount, a 1-way trip from Union Station to Exhibition Place will cost around $3.00 USD. 

GO Transit Toronto

What is required to visit Canada?

Travelers must ensure that they have a valid and up to date passport; it is the only universally accepted identification document. Additionally, a valid visa or Electronic Travel Authorization (eTA) may be required for some individuals. 

If your passport is not yet in-hand, it is AWWA’s recommendation you do this today and expedite. Current published processing time for an expedited US passport is 7-9 weeks; processing time does not include shipping. 

Information on US Passports 
Find out if you need further documentation to travel to Canada 
AWWA Visa Invitation Request Letter 

Are there any current travel restrictions or recommendations?

Updated March 20, 2023, Government of Canada has announced the removal of all COVID-19 entry restrictions. 

Details available at Canada: Travel, testing, and border information 

What is ArriveCan?

ArriveCAN is a mobile app created by the Government of Canada as a secure and user-friendly electronic tool to help travelers comply with safety and security measures at the border. It is available as a mobile app or by signing in online.   

Travelers are encouraged to use the optional Advance Declaration feature in ArriveCAN to save time at the airport by submitting their customs and immigration declaration in advance of arrival. 

What if I am contacted by another agency to book my room?

Alert: AWWA has contracted with only Connections Housing for ACE23. AWWA is aware of multiple fraudulent organizations contacting attendees and exhibitors to solicit hotel rooms. Reservations made through any housing services company other than Par Avion/Connections Housing will not be guaranteed by AWWA and could result in hidden charges, unusual restrictions, or incorrect hotel placement. If you are contacted by an agency other than Par Avion - the official AWWA Housing Bureau, please email AWWA Conferences

Hear What Attendees are Saying About ACE

"AWWA ACE has always been the one conference that I attend to see new technologies, hear about topics that other utilities have experience in through the technical sessions, and meet up with others in the industry."