Please make sure that you have a stable internet connection before your scheduled video chat. GalaxyCon is not responsible for your internet speeds.
Please note that our talent speaks English, and we do not have any foreign language interpreters. GalaxyCon is not responsible for any language barriers you may encounter.
Please make sure that you have the proper equipment to take part in a live chat event. You must have a compatible device that has a microphone and front-facing camera. GalaxyCon is not responsible for your hardware needs.
No refunds will be given if you miss your video chat session or if you are removed from the video chat due to inappropriate behavior.
Live Stream FAQ's
HOW DO I ACCESS THE LIVESTREAM Q&A?
Once you register , you’ll receive an order confirmation email. In the email, you’ll find your access code. Around 1-2 hours prior to the live stream, a link will unlock and appear directly underneath your access code. To join the virtual stream platform, you simply need to click on this link. There is no app needed, and you don’t need to download anything.
CAN I ASK QUESTIONS?
Yes, you can utilize the chat function during the live stream to ask questions. Some questions will be selected by the moderators to be asked and answered. Please do not spam your questions during the stream.
WHAT TIME DOES THIS HAPPEN WHERE I LIVE?
For US Domestic Times: Please see event page for times listed in ET, CT, MT, PT.
For International times: please adjust accordingly based off of US ET start time.
We recommend using a world clock application to get the most accurate time.
I MISSED THE LIVE STREAM. HOW CAN I WATCH IT?
They will normally be posted to the GalaxyCon Live YouTube Page a week after airing.
Personalized Shout Out FAQ's
WHEN WILL I GET MY VIDEO SHOUT OUT?
Please allow approximately 14-21 business days after the Live Stream for the celebrity to record and deliver your personalized video to the email you supplied at time of purchase.
How long is the VIDEO SHOUT OUT?
Typically 30 – 90 seconds, but can vary depending on what has been requested.
CAN I HAVE THEM SAY WHAT I WANT IN THE VIDEO?
After you check out your purchase, there will be a section where you can add a message or describe what you’d like the video recording to say. The Talent does have the right to refuse to say something, so please no profanity or improper language. .Talent has sole discretion to determine how to fulfill your request. Character voices can not be guaranteed and Talent will not endorse or sponsor any products or companies in recorded messages. Some talent may not allow Voicemail recordings but that is stated on the Shout-out product during check-out.
CAN I CHANGE THE PERSONALIZED MESSAGE?
You are able to change or edit your personalized message up until the live stream ends. In your email confirmation, click on “VIEW MY ORDER DETAILS”, and from there will be a blue “EDIT ADDITIONAL INFORMATION” button where you’ll be able to edit your message. Your deadline to update your message is by the end of the Live Stream/Video Chats, as once we start fulfillment, we will not see the updates.
One-on-One/Group Video Chat FAQ's
WILL MY CHAT BE RECORDED?
All chats are recorded, and a digital download link will be updated and found in your original confirmation email for you to save your video. You can find your original confirmation email from Growtix, and then press the “VIEW YOUR ORDER ONLINE”. In there, you will find your digital download link within 48 hours of your video chat ending.
HOW WILL I KNOW WHEN THE LIVE CHAT IS SUPPOSED TO END?
There is a timer on screen during the One-on-One/Group video chats that will help you keep time.
ARE YOU ABLE TO PURCHASE (2) ONE-ON-ONE VIDEO CHATS DURING THE SAME TIME SESSION?
If you’re purchasing (2) One-on-One Video Chats for the same guest or multiple guests during the same time frame/session, you can do this! Each One-on-One Video Chat will have their own unique access code. Please contact us at firstname.lastname@example.org if you have purchased multiple chats for the same session so we can do our best to accommodate you. Please note that there is a limit of 5 sessions per celebrity. We can request approval from the celebrity to merge multiple chats into one longer session, if you contact email@example.com
HOW DO I ACCESS MY VIDEO CHAT?
Once you complete your purchase, you’ll receive an order confirmation email. In the email, you’ll find your access code, an orange button to test your device compatibility, and a grey button underneath which will turn green and unlock on the day of the event. To join the virtual chat platform, you’ll simply need to click on this green button. There is no app needed, and you don’t need to download anything.
HOW CAN I CHOOSE A PHOTO?
AFTER you have made your purchase, you’ll be prompted to input your selected photo, along with your name personalization. Some talent will have photos available for you to select. You can click the blue “VIEW SELECTION HERE” button on the purchase page to see the photos available along with their corresponding titles. For others, there will only be a short description of the character from the specific fandom listed to choose a photo from. (Example: Monica Rial as Tsuyu from My Hero Academia or Monica Rial as Bulma from Dragon Ball Z).
WHAT IS A JSA CERTIFICATION?
JSA is a certificate of authenticity, NOT an actual autograph. This is an optional add-on product for those who would like to ensure their item is authenticated and certified in the JSA online database. If you purchase multiple autographs, please place the same number of JSA orders or please email firstname.lastname@example.org and specify which autograph you’d like to authenticate. There is no need to purchase JSA for products, such as the live stream, personalized shout out videos, or One-on-One/Group Video Chats.
CAN I SEND IN MY OWN ITEM TO BE SIGNED?
Only some guests will be offering a send in service. Please check the product page to see if this option is being offered.
WHEN WILL I RECEIVE MY AUTOGRAPH?
Please allow approximately 4-8 weeks from the end of the live stream/one-on-on chat date for your autograph to arrive. Please allow a few more business days for your autograph to be authenticated by JSA if you’ve purchased this option.
Please note that if you live outside of the United States, and purchase an autograph with International Shipping, we are not responsible for any additional customs taxes that may occur due to a country’s specific shipping regulations.
CAN I CHANGE MY PHOTO SELECTION OR NAME PERSONALIZATION?
In your email confirmation, click on “VIEW MY ORDER DETAILS”, and from there will be a blue “EDIT ADDITIONAL INFORMATION” button where you’ll be able to edit your info and/or photo selection. Personalizations are for a name only, any additional message requests are at the discretion of the Talent. Your deadline to update your information is by the end of the Live Stream/Video Chats, as once we start fulfillment, we will not see any new updates.