SUPPORT [FREQUENTLY ASKED QUESTIONS]
How do your events work?
Our events are held in webinar conference centres. This allows a large number of people to view events as well as participate thanks to the full range of multimedia features on offer. This creates an appropriate environment for groups and workshops also. You participate in our events via your web browser whether it be on your computer or mobile device.
How do I join?
When you purchase a ticket to an event you will be directed to our Confirmation Page. From here please follow the instructions provided on that page should you not receive your Confirmation Email. This email is automatically delivered and contains all the info you need to join the event. You will even find support information should you need it.
What time does the event start?
Rise Multiversity operates under USA Eastern time. Our event pages as well as your Confirmation Email has the time in USA Eastern as well as two other time zones for clarification. If you need specifics to work out the time in your area please use World Time Buddy.
What are the system requirements?
Can I use a tablet or mobile device?
Can I join by telephone?
You are welcome to listen in via telephone and participate. Please refer to your Confirmation Email for details.
Note: you are responsible for charges made as this is a USA toll number.
What web browser should I use?
Do my details matter when registering?
The details you register with must be consistent to when you join an event. If we don't know who you are, you risk being removed without refund if we don't know who you are. Further more it will take longer to offer you tech support if you have issues with your ticket/registration. No one in the event will know you are except for the admin.
When is the QA?
The QA begins after the presentation. Please pay attention to the host in the event for what is expecting.
Do I need a microphone and webcam?
Our events are interactive and we enjoy communications with our community.
A microphone is required only to participate in the Q&A and participate in groups and small workshops, although a webcam is prefered.
Can I join late?
As long as you have you're Confirmation Email, you can join at any time.
Will this event be recorded?
Not every event is recorded. Please check the event page for details. Further more if an event is recorded, attendees receive a replay as part of their purchase.
Note: Replays are always made available in our Store should you miss an event.
Do I need to buy a ticket to get the recording?
No. Replays are always made available in our Store.
I did not receive my link to the event
Confirmation Emails are automatically issued. If for whatever reason you have not received yours within a reasonable time frame from purchasing a ticket, please check your spam folder and other folders first before contacting us. Also allow for sufficient time so you don't arrive late.
Note: That correct spelling of your email address is important. By giving us an incorrect email address when purchasing a ticket you will not receive your Confirmation Email.
I did not receive my download link
When you purchase a downloadable product from our store, you are immediately presented with the link(s) on screen after checkout. In addition to this, your unique download link(s) is sent via email.Should you not have received your download link, please contact us quoting your order number. (Paypal reference are not order numbers).
Note: That correct spelling of your email address is important. By giving us an incorrect email address when purchasing you will not receive your download link(s).
I can't connect / am experiencing audio/video issues
It is rare that one would experience technical issues during an event. However it can happen and it's important to identify the problem. In order to address any issues you may be experiencing, please refer to your Confirmation Email which has detailed advice, including a USA toll support line.
For Internet: Please check the system requirements that you have sufficient bandwidth to participate in a live event. You may also wish to avoid using wi-fi in favour of a stable internet connection.
For Audio Issues: Please check your audio settings inside of the event and see that you have the correct speakers to your device / computer assigned. You may have an alternative audio device selected ie. external speakers, headphones etc.
For Video: If you are not seeing video during a presentation, you may want to use a different web browser or to reset your device. Make sure your software is up to date, including any plug ins.
I am experiencing playback issues with my download
For MP3's: Make sure the download has completed before playing back. If you find that your download keeps timing out, try again later in a few hours. It's possible you are downloading at peak times or that you are using a wi-fi connection. It is advised that you download with a stable internet connection, preferably via ethernet so the connection does not lose signal strength or stability.
For Video's: Please read the product description. Videos are MP4's encoded in H.264. H.264 is the world standard viewing video codec and used for Blu Ray movies. Please ensure you can playback this video type on your chosen device / computer before purchasing. If you do experience playback issues, please update Quicktime or use an alternative such as Video Lan (VLC) or Media Player Classic (MPC).