Attending FAQ

Why was AWWA’s Annual Conference & Exposition – ACE21 in San Diego changed to a Virtual event?

Although we are all eager to see one another face-to-face, AWWA made this decision after listening closely to you, our members, and evaluating the circumstances in our host city of San Diego, Calif. The convention center remains closed, and we have no indication it will be open for an event the size of ACE21 by June. In addition, California public health authorities are asking people to limit travel to and within the state.

We are making this decision now, so that everyone involved with ACE21 – attendees, presenters, exhibitors and business partners – can adjust their plans accordingly.

What are the dates and times of ACE21 All Virtual?

ACE21 All Virtual will be held June 14-17, 2021. 

Please continue to check the Schedule at a Glance for updated virtual event information. 

Where can I find the full schedule of ACE sessions?

The technical program is currently in development. Program details and session information will be available on the Professional Program page in April, 2021.

What technology is required to participate in the Virtual event?

Which internet browser will provide me with the best experience?
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 the Virtual Summit on a mobile device?
Yes, all mobile devices are supported within the platform.

Can I test my system prior to the Virtual Summit?
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.

Will my registration fee be refunded or automatically transferred to the new ACE Virtual event?

Every pre-registered attendee will receive an email outlining specific details and options based on the individual registration type/category they were registered for. If you have not received an email by Friday, March 26th, please contact AWWA Customer Service at or 1.800.926.7337

If you registered and paid for ticketed items such as Pre-Conference Workshops, Public Officials Courses, Fuller Breakfast, or Spouse/Guest, these items have been cancelled and will be refunded in full. Please allow up to 14 business days.

If you registered and paid for a full conference registration and want to transfer your ACE21 full conference registration to ACE22 in San Antonio, we can do this for you as well. Please contact AWWA Customer Service at or 1.800.926.7337.

I was scheduled to be a Presenter and/or Moderator at the In-Person event, will I still be participating in the Virtual event?

AWWA regrets that not all presenters will be moved into the ACE Virtual event.  Each Presenter and/or Moderator will be notified via email regarding their presenter status, by Friday, April 2, 2021.

Hotel & Travel FAQ

How can I cancel my hotel & air reservation?

How can I cancel my hotel room reservation?

  • If you made your hotel reservation through AWWA Housing (Par Avion), we will automatically cancel your hotel room and you will receive a cancellation confirmation from Par Avion. This process may take up to 10 business days. You will not be charged any fees for this cancellation. If you have questions about this, or do not receive a cancellation confirmation from Par Avion after 10 business days, contact Par Avion directly at 866.364.9515.
  • If you made hotel reservations with the hotel directly or through a third-party site (ex. Expedia or Travelocity), you would need to cancel the reservation through the same method. AWWA is not responsible for any cancellation fees incurred for rooms booked outside of our established housing blocks and official housing partner Par Avion.

How can I cancel my airline reservations?

  • Contact your airline to cancel your flight. Many airlines continue to offer concessions in light of the travel concerns associated with COVID-19. AWWA is not responsible for any airfare or travel expenses. We sincerely apologize for any inconvenience or challenges this may cause you.

How do I find my hotel confirmation email?

Search your inbox and spam folders for "Par Avion Acknowledgement". If the search is unsuccessful, contact Par Avion via email or 866.364.9515. Call 1.310.590.4736 if outside the US and Canada. 

General Information FAQ

How do I access my Certificate of Completion?

Certificates of Completion will be awarded for all sessions participated in-entirety during June 14-17. Please note that certificates are not the same as a state-approved operator CEUs. Licensed operators should visit this tab to learn more

Certificates of Completion will suffice for most engineering licenses, however it is your responsibility to know the requirements of your unique situation. Each agency is different. 

Instructions to access AWWA Certificates of Completion: 

  1. Wait 30-60 days after a program,  then access your AWWA account at
  2. Login using your User Name and Password (or reset if forgotten) 
  3. Click on your name/profile in the upper right of the screen 
  4. Select 'My Transcripts' from the left-hand navigation menu 
  5. Select 'Download Certificate' 

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

Please visit the ACE21 Continuing Education page for additional details and instructions. 

Learn more about earning, calculating, and printing certificates.

I am a licensed operator: Will my state award my credits?

The conference will contain many sessions, however for Operator CEU purposes we are featuring five (5) sessions (0.5 CEUs) that will contain the following elements to satisfy what many states require in an online training environment in order to monitor participation, attendance and engagement: 

1.    be presented live (online, but live in real-time. Not pre-recorded)
2.    include quiz-style poll questions every 15-minues
3.    include a survey at the end of the session
4.    include opportunity for live Q&A with the speaker
5.    include special instructions from the moderator: the moderator will advise the audience that all licensed operators should take the polls and the survey for their best chance at being awarded CEUs from their state agency. 

The five (5) sessions included are: 

VS1_10 Cost-Effective Pipe Retrofits for Smaller Systems
VS2_17 Managing Smaller Systems Like a PRO!
VS3_20 Prolonging the Useful Life of Distribution Valves 
VS3_24 Affordable Water Treatment for Smaller Systems
VS4_16 Advanced Metering Infrastructure

Operator CE's for those five (5) sessions are pre-approved in the following states: Alaska, Arkansas, California, Colorado, Florida, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Massachusetts, Maine, Minnesota, North Dakota, Nevada, New York, Oklahoma, Pennsylvania (2 credit hours max), Tennessee, Texas, Washington, Wyoming

Operator CE's are denied in the following states: Connecticut, North Carolina, Nebraska, New Jersey, Ohio

All other states are either pending or do not offer a training provider approval process.

Licensed operators should contact their licensing agencies in advance to determine eligibility. Due to great variances between states, AWWA will only apply for five (5) hours of operator licensing continuing education. 

Please visit the to 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 ACE21. 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 presenters and moderators, please contact

For exhibitors and sponsors, please contact

Exhibitor & Sponsor FAQ

Will exhibit booth fees and sponsorship fees be refunded?

If the in-person ACE21 is cancelled we will offer the following options for your paid conference booth and/or sponsorship:

OPTION 1 – Credit your ACE21 booth payment to ACE22, scheduled to be held in San Antonio, June 12-15, 2022.

OPTION 2 – Credit your ACE21 payment to an ACE Virtual sponsorship. The prospectus outlining the opportunities will be available online on Friday, March 26. Contact for more information. 

OPTION 3 – Receive a full refund of your booth and/or sponsorship payment. If possible, refunds will be issued in the method of the original payment (check, credit card, etc.). If the credit card transaction has expired your payment will be refunded by check, we need confirmation of your company name, mailing address for check refund and bank details if an International customer.

Please email your selection to by Friday, April 9, if we do not hear from you, we will refund your payment.

Please send any additional exhibitor or sponsor questions about ACE21 to

Will ACE22 booth selection for exhibitors take place?

Yes. We will send information by email to the main exhibit contact for each company regarding an appointment for ACE22 booth assignment. The booth selection process will be administered via Microsoft Teams and will proceed according to exhibitor priority point order. If you have any questions, please contact Vanessa Pighetti at

What will happen to my priority points as a result of the ACE21 cancellation?

Priority points will carry over for the ACE22 booth selection process, no points will be lost due to the cancellation of ACE20 or ACE21. 
The companies who supported AWWA as sponsors for the Virtual Summit(s) due to canceled in-person shows in 2020 and 2021 will be allotted their points for participation. 

Will exhibitors be refunded for services provided by official partners (Freeman, Freeman AV, SDCC, Lead Retrieval, etc.)?

AWWA has reached out to our official service providers and they are aware we are cancelling the event. ACE21 exhibitors should work directly with their contracted vendors to resolve any questions related to refunds and contracted services. 

Hear What Attendees are Saying About
AWWA Virtual Events

"Virtual experience allowed me to attend more technical sessions and view sponsor material."