Below are the most Frequently Asked Questions (FAQ) that we receive. If your question is not addressed here, please email us at and we will respond to your question within 48 hours.


What is Will Call and who needs to go there for their tickets?

Will Call, or the Box Office, is where ALL guests (including VIPs of all levels and Groupon, Gold Star, and Living Social customers) must exchange their printed purchase confirmation for a badge or wristband granting convention admission. Will Call will be located inside the convention venue, with signs and volunteers inside to guide you to the correct location. Will Call is open to everyone from 12-8PM on Friday, and from 8AM until the show closes on Saturday and Sunday!

If I purchased my ticket online, will it be mailed to me?

Your ticket will NOT be mailed to you. A purchase confirmation will be emailed to you; please bring it to Will Call at the event.

I don’t have a printer, can I show my order confirmation on my phone?

Yes! However, occasionally a printed order confirmation can mean shorter wait times.

Can I pick up a ticket under someone else’s name or for my group?

Yes, just bring an order confirmation for all the tickets you plan to pick up (multiple tickets may be included within a single order confirmation if purchased together). No ID required.

What is included in General Admission Tickets?

General Admission includes admission to our event, general Q&A panels, as well as the opportunity to visit vendors and artists. They do not include autographs or Photo Ops with the guests. Autographs and Photo Ops with guests CAN be purchased separately.

Do Regular VIPs include Photo Ops or autographs?

No, Regular VIPs are like a fast pass, and are limited in the number available. Photo Ops and autographs may be purchased separately.

I purchased a Gold or Platinum ticket. When do I select which autographs and professional Photo Ops I want?

They will be selected at the event. When you pick up your badge you will also be given your autograph and professional Photo Op vouchers. These vouchers work like cash; you simply bring them to the celebrity’s table or Photo Op line and turn them in. You can select any Solo Photo Op (duo and group photos are NOT included in ANY pass), even if it has previously sold out.

How can I upgrade my current ticket?

To upgrade your tickets to a higher level, simply purchase your new preferred level when it becomes available on our website, and email us at within 30 days. We will then refund the lesser-valued pass. Remember, both tickets MUST have been purchased from us, NOT third parties (Groupon, Living Social, etc.) or other attendees.

**While you can upgrade from a Regular VIP to a Celebrity VIP, you cannot swap from one Celebrity VIP to another so make your selection carefully. **

How do children tickets work?

In the US, children OVER 10 require a ticket, while children 10 and UNDER are free with a paid adult ticket (2 children per 1 adult ticket). Overseas, children of ALL require a ticket. If you have a Platinum ticket and want your child to be able to skip lines with you, sit in the front rows at panels and eat lunch in the green room, they will also need a Platinum VIP ticket. If your child has a VIP pass (Regular, Celebrity, Gold, or Platinum) and you want to enter early with them and stay with them in autograph lines, seating for panels, etc., you will need the same level of ticket as your child.

Do you offer a military or first responder discount? (US ONLY)

Yes! Former and active military, police, and first responders can get a free General Admission Day Pass to our show simply by showing an ID at ticketing! Military dependents can ALSO get a free General Admission Day Pass with a valid military ID! These tickets can only be picked up the day you attend, but do not sell out. We have never turned away someone who serves!

Do you have accommodations for disabilities?

Yes! Please email for information about our various accommodations (including quiet rooms, panel captioning or interpreters)

Refund policy?

All tickets are nonrefundable and nontransferable. Tickets cannot be applied towards future Heroes and Villains.

If you have a Celebrity VIP and your celebrity cancels, you will be given the option to select another Celebrity VIP or to downgrade to a Regular VIP and get a refund for the price difference.

Do you have a Bag / Cosplay Policy?

BAGS WILL be allowed inside the venue but will be subject to search. We ask for your patience entering the hall.

COSPLAY WEAPONS: No real OR fake guns will be allowed inside the venue. All other cosplay weapons MUST be made of plastic, resin, or foam. Crossbows must be unstrung.

If your weapon does not meet our guidelines, you may either return it to your vehicle or check it with our staff & collect it later.


Can I take selfies or table photos with the celebrities?

Some guests offer selfies for purchase at their tables. The policy and price is set by each agent the weekend of the convention!

What is a Photo Op?

Photo Ops are professionally taken photos and include an 8—10 print out of your photo. You can purchase additional print outs or digital downloads from our Photo Op provider. Photo ops are taken at scheduled times and are subject to change. Please visit our Photo Op provider’s website and review their FAQs. Questions regarding Photo Ops should be directed to

How many people can be in each Photo Op?

One Photo Op can have up to 2 adult attendees and 3 children attendees, 16 and under, in it.

Can I give letters or gifts to the celebrities?

You may bring a small present or letter to a guest’s autograph booth. Gifts will NOT be accepted in the Photo Ops area due to limited space.

Are there scheduled times for autographs?

Our guests sign any time they aren’t in Photo Ops, panels, or grabbing a bite to eat. Each guest will have a schedule posted at their table, as well. Due to longer lines, we recommend visiting more in-demand actors earlier in the day.

When and how are autographs sold?

Generally, Autographs are purchased in person at each guest’s booth. Autographs are cash only, with prices set by each guest’s agent the weekend of our convention. A selection of 8X10 photographs will be provided, and one of these photographs is included in the cost of your autograph. Alternatively, you may bring an object for the actor to sign at their discretion. Prices charged are per signature and range between 20-80 dollars. For a limited number of high-demand actors, lines may be cut off based on how many people the actor can sign for in a single day, and their autographs may be sold in advance of the event and a pre-purchased ticket will be required to enter the line.