Frequently Asked Questions

Please read before contacting support

General Questions

Who can attend HEUG Regional Alliance Conferences?

All attendees must be an Institutional Member, Allied Member, or a Subscriber of the Higher Education User Group at the time of registration. A limited number of guests from other industries and employees of vendors accepted by the conference as exhibitors.

I am not sure if my organization is a member of HEUG. How do I check?

Please visit our Membership Verification page or send an email to

Do you offer ADA assistance during the conference?

Yes. During registration, you will be asked if you need any ADA assistance.

What are the hours of the Alliance Conference Support?

Email will be answered as soon as possible between Monday - Friday 8:00 AM to 5:00 PM Mountain Standard Time Zone in United States UTC/GMT -07:00.

Registration Questions

What is included in the registration rate?

Registration fee per attendee includes admission to all educational sessions, conference meals and refreshment breaks listed in the event agenda.

What types of payment do you accept?

All fees payable in US Dollars. We accept MasterCard, VISA, Discover and American Express. No purchase orders, cheques, or wire transfers will be accepted. Please visit the payment information page for more details.

I am trying to make payment with my credit/debit card, but payment won't go through.

If your payment did not go through, check to see if one of the following situations has occurred:

  • Credit card has expired
  • Credit card limit has been reached
  • Credit card has a fraud listing
  • Credit card billing address doesn't match the one put in upon making payment

It is recommended that you contact your credit card provider to verify the information above. Please note that our system will temporarily block credit cards, if declined multiple times.

Why am I not able to register at the Institutional Rate?

Your registration fee is based on the status of your membership at the time you register. HEUG Institutional Members are users under a group that had paid their annual membership dues, Subscriber Members have not paid annual dues. No refunds of price difference will be issued if your status changes after you have registered and paid. Please visit our membership verification page or send an email to to confirm your organization is a member of HEUG.

Can I bring a guest?

Yes, you can bring a guest to a HEUG Regional Alliance Conferences reception for an additional fee. All guests must be confirmed and not be in an industry-related position. Co-workers or associates in the industry do not qualify. Guests must be at least 21 years of age. Guest passes may be purchased until sold out. Please contact to purchase your guest pass.

What is the cancellation deadline?

To recieve a full refund you must contact before the Early Bird rate ends. No refunds will be awarded after Advanced Rate begins.

If I feel sick before the conference, what should I do?

For your safety and the safety of others, please contact to discuss your options.

Group Registration Questions

Will Group Registration Packages be available again this year?

Yes. Please check on the individual HEUG Regional Conference Events pages for group registration package details.

Can we pay multiple invoices at once?

An institution's credit or procurement card can be used to pay individual or multiple registrations by having the attendee register and indicate payment by check or by group payment. Please follow the group payment information instructions on the payment information page.

Presenter/Session Questions

I am a presenter and need to make changes to my presentation. Who do I contact?

Please login to your Presenter Page, click on the session your wish to edit, then click the pencil icon to the left. Once your complete your edits, click OK to save them. If you are an exhibitor presenting, please contact Tom Chambers at

Can I present my session virtually?

The session rooms will not be equipped for virtual presentations (primary or co-presenters). We ask that our presenters are there in-person for the conference.

Will I need to wear a mask while presenting my session?

You will not be required to wear a mask while presenting your session.

When will the Mobile App be available?

Our conference mobile app is currently available. Please visit our HEUG Event App page for more information on how to build your conference agenda.

How can I build my agenda?

NOTE: You will not be able to login to the mobile app until your registration is paid.
Agenda Builder is located in the Alliance app. There are two methods to access the mobile app.

  • Go to the App Store and download the HEUG Events app:
    Android - Google Play
    iOS - Apple Store
    Click "Log in" at the top right then "Get Started". Create an Eventsential Account login by using the same e-mail address and password that you use to login to HEUG.Online.
    Then click on the Alliance 2022 event and log in again by using the same e-mail address and password that you use to login to HEUG.Online.
  • Go to on your browser to instantly access your mobile event guide!
    Click on the event then login by using the same e-mail address password that you use to login to HEUG.Online.