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. 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 service@awwa.org. 

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.

Where can I find the full schedule of ACE sessions?

Please visit the Professional Program page. The sessions will be available in early spring 2023.

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

If an invitation letter is needed to secure your US Visa to attend ACE, or if you wish to find information on US 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.

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.

Hotel & Travel FAQ

What is ArriveCAN and is it required to visit Canada?

ArriveCAN was 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. 
As a reminder - travelers must satisfy a Canadian border services officer (BSO) that they meet the requirements for entry into Canada. Travelers should 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. 
 

Please visit ArriveCan to learn more today. 
 

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

In November 2022, visit our Hotel & Travel Page to book your room or update an existing reservation thru our Official Housing Bureau, Connections Housing. 

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

Do you offer hotel shuttle service?

Hotel-to-convention center shuttle service will be provided for hotels not within short walking distance to the convention center. 

The conference does not provide airport shuttle. 

General Information FAQ

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 apply to multiple states' Operator Licensing Agencies for approval. 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 visit www.awwa.org
  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 www.awwa.org/credits 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?

CONFERENCE POLICIES

CONTACT INFORMATION
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 (awwa.org/privacy) 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.

PROFESSIONAL PROGRAM DISCLAIMER
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.

PHOTOGRAPHY & INFORMATION RELEASE
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.

SEXUAL HARASSMENT
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.

SOCIAL MEDIA, CAMERA, & CELL PHONES
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.
 

How do I access the ACE Mobile App?

You may log in to the ACE23 App beginning in May 2023. Log in by using your last name and the barcode/login # found on your ACE registration confirmation email. 

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

Login Instructions:

  • Search for and download "AWWA Events" from your app store
  • Open the app and choose ACE23 from the list of available events
  • Click the person icon in upper right corner, then “Profile”
  • You will be prompted to login using Last Name & the barcode/login # found on your ACE registration confirmation email
  • Or, after you have arrived at the conference and printed your badge, login by using your last name and the number beneath barcode on your badge

Who do I contact with any additional questions?

For conference attendees, please contact awwaconferences@awwa.org

For registration questions, please contact service@awwa.org

For presenters and moderators, please contact educationservices@awwa.org

For exhibitors and sponsors, please contact exhibitormail@awwa.org

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."