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Virtual Conference FAQs

Virtual Experience FAQs

When will I have access to the virtual event platform?

All registrations will receive an email notification from NAMSS when the platform is available in mid-October. Join us on Monday, October 18 at 12:00 p.m. EDT for the Welcome and Opening Keynote presentation to kick off the NAMSS 45th Educational Virtual Conference & Exhibition. Please note, you must be registered 24 hours in advance of the start of the Virtual Conference in order to gain access to the platform on Monday, October 18.

How will the virtual meeting be run? Will it be easy to navigate? 

NAMSS is partnering with Pathable, the same virtual meeting vendor that was used in 2020. NAMSS will provide how-to videos and a navigation guide to help walk you through the virtual meeting platform to get the most out of your conference experience. You will also receive access to the platform a few days prior to the start of the meeting to have time to build your profile, register for specific sessions, and get acquainted with the site.

What ADA accommodations will be made in the virtual conference platform?

NAMSS complies with the Americans with Disabilities Act and is committed to providing a positive experience for all of our attendees. If you have any special needs, accommodations or requirements pursuant with the Americans with Disability Act (ADA) please note this in the applicable space during the registration process. A member of the NAMSS team will reach out to you regarding your request. Please submit your ADA request by Monday, September 20, 2021.

NAMSS Attendee Code of Conduct

NAMSS values the participation of each attendee, exhibitor, sponsor and presenter and is committed to providing a safe, productive, and welcoming environment for all meeting participants and staff. Accordingly, all attendees are expected to show respect and courtesy to other attendees. All communication — in-person or virtual — should be appropriate for a professional audience including people of different backgrounds. All participants, including, but not limited to, attendees, speakers, volunteers, exhibitors, NAMSS staff members, service providers, and all others are expected to abide by this Virtual Program’s Code of Conduct while attending the NAMSS 45th Educational Virtual Conference & Exhibition.



How do I add sessions to my schedule?

First, make sure you are logged in to the site. Then, navigate to the Schedule page. Each session on the schedule will have a small '+' sign in the top right corner. If you would like to add a session to your schedule, click on '+' sign. Or, click on the session to view more details. On the top right side of the page, there will be a button that says "Reserve Spot" to add that session to your schedule.

Please note: You do not need to pre-register for any sessions. Clicking "Reserve Spot" only adds that session to your personal schedule. As a reminder, all sessions will be available to watch on demand until Monday, November 29, 2021.

How do I view a live session?

To view a live session, please click on the session you would like to view from the Agenda. There will then be a “Join Session” button on the right side of the session page. Please note, this button will only become live one minute before the start time of the session.

I am in a different time zone, can I view the sessions after they have passed?

Yes! The agenda will automatically populate in your local time zone, and sessions are available on-demand within 24 hours of their live broadcast. You will attend the on-demand sessions the same as those you attend live, by selecting the session from the Agenda.

When will handouts be available for each session?

If the session you wish to attend has handouts, all handouts will become available on Monday, October 18, the morning prior to the first live session.

How do I access and download handouts?

Handouts can be found by clicking the “Files” tab on the session details page in the virtual platform.

I logged into a session early and I can’t see the video or chat once the session started. What should I do?

If you logged in early to the session, you may need to refresh your page in order to access the session. You will only be able to join a session one minute before the listed start time.

I am experiencing issues with the embedded live sessions, what can I do?

The virtual platform is optimized for Google Chrome, Microsoft Edge and Safari Internet browsers. We recommend either trying a different browser, or you can use the Zoom App by clicking the link just below the live-streamed video feed.

Is there a hard stop at the session end time if there are a lot of questions being asked?

Yes, there is a hard stop. Session rooms will be closed at the designated end time. Feel free to reach out to speakers and fellow attendees to continue the conversation in the virtual platform via the Discussion Board or in one-on-one meetings after the session ends.

How long will sessions and exhibit booths be available on-demand following the live session?

The sessions and booths will be available on the virtual platform through Monday, November 29, 2021.

How do I take notes and download them?

You can take notes directly on the site. Above the chat box, click on "Notes" and type your notes in there. To download your notes, click export on the agenda page, then choose "Download Notes" from the dropdown menu.

Can I chat with a specific attendee or speaker?

Within a session, no, the Chat box is available to everyone in that session. You can, however, message attendees and speakers individually by searching for them within the “People” tab.

What if the speaker wasn’t able to get to my question before the session ended?

You can message attendees and speakers individually by searching for them within the “People” tab. We recommend asking your question that way.


What content is available after the live session?

All educational content from the conference, including the two keynotes will be recorded and available to watch in our virtual conference platform through Monday, November 29, 2021.

How do I access the session recordings?

The session recordings will be available on each session page in the virtual platform. Simply find the session you wish to watch in the Agenda or view your selected sessions in My Agenda, and open the individual session page. The recorded video presentation and the chat will be available to watch at your convenience.

How long with the session chats be available?

Chat logs for each session will remain available with the recorded sessions until Monday, November 29, 2021.

Technical Support

What are the system requirements?

For ideal viewing and participation, the learner should have access to the following:

  • Internet Browser: Google Chrome, Microsoft Edge, or Safari
  • High speed internet connection
  • The virtual conference platform is accessible with iOS (Apple) and Android based tablets and smartphones but recommend watching sessions on your computer
  • To check if you're using a compatible browser, preform the system check on for your browser.
  • You can view additional system requirements here: Pathable Help Desk.

Who should I contact if I have any technical issues?

If you are experiencing issues accessing the platform or with slow connectivity, we recommend trying the following:

  • Ensure you have a stable, strong internet connection. You can test your connection at Streaming media requires a bandwidth of at least 25-40 Mbps.
  • Connect to your internet router via a hardwire connection such as an ethernet cable.
  • Turn off other devices that could be using your internet connection; this includes disconnecting cell phones from the network, asking other people in the home to limit their use (especially for streaming services like YouTube or Netflix), etc.
  • Turn off your company VPN, if connected, as this consumes a large part of your bandwidth.
  • Ensure that is marked as a "Trusted Site" within your browser
  • If you continue to have trouble, please contact Pathable directly through the Technical Support Link under your Account tab.

What if I can't hear the session?

When joining a session, wait to connect to audio until the video/image loads. This should ensure you have a clear audio connection for the session. If you are in the session and are having audio difficulties, disconnect and reconnect your audio.

If my connection freezes for a moment on the chat or the live broadcast, what should I do?

Try first to refresh your page.

How can I optimize my home internet for a better streaming experience?

  • Maximize your internet connection by connecting your computer by an Ethernet cable directly from your Internet router.
  • If you must use Wi-Fi, try and use the 5GHz network.
  • Wi-Fi works best when you are 5-8 ft from your router.
  • Give your router space to breathe by placing it in “free space”. This means not in a TV stand or behind the couch.
  • Check and tighten all cable connections, with your router and with your computer.
  • Give your router time to rest by turning it off for at least 10 seconds and restarting it. This will boost your internet speed by a few extra mbps.
  • Close out other apps on your device that are not essential to your live stream.
  • Disconnect other non-essential devices around your home (or office) that are connected to the internet: streaming devices, tablets, phones, video game systems, and/or smart TVs.


How do I update my profile and is it necessary?

To update your profile hover over your image on the top right of your screen and select Edit My Profile. Although its not required to update your profile, we encourage you to do so!

You can go through the event as an anonymous gray circle but as we cannot all be in the same city for this event, updating your profile with your headshot and key interests will help you make the most out of your event. Simply click on account and select edit my profile to make these changes. Make sure to add tags to your profile, which will serve as your conference ribbons. We also encourage you to add interests to your profile, making it easy to connect with like minded individuals based on the items you select.

How do I schedule a meeting?

Visit the "Schedule" tab and click "Schedule Meeting". From here you can select individuals to invite to your meeting and send a meeting request. All meeting requests you receive will appear in your inbox under "Connect". Meetings can be scheduled with attendees or exhibitors.

How do I claim CE credit earned during the virtual conference?

Visit the Earn NAMSS CEU page to learn how to claim CE credit earned for each session you attend either live or on-demand.

Will NAMSS use any screen captures from the virtual conference?

Potentially! On occasion you may be recorded or have screenshots taken in connection with NAMSS events and activities. As a participant of the NAMSS 45th Educational Virtual Conference & Exhibition, you agree that NAMSS is the sole owner of all rights in and to the resulting photographs, video footage and recordings, for all purposes related to NAMSS’ business (both now and in the future). Your name and likeness may be used by NAMSS in advertising and promotional materials. Participants shall receive no compensation or royalties for appearance in any materials.

General Information

What is a Virtual Conference and what can I expect? 

With continued concerns regarding the health and well-being of our conference, NAMSS leadership made the difficult decision to host another fully virtual conference and exhibit hall experience. Expanding on last year’s conference, we will be offering even more great content our NAMSS attendees have come to expect in an innovative, engaging virtual format that you can participate from the comforts of your home or office. Attendees can earn up to 45 hours of CE credits all with the click of a button! 

Will we receive an attendee gift box in the mail like we did last year? 

Yes! Register by the September 12 early bird deadline and mark “yes” to receive an attendee gift box during the registration process to have the attendee gift box mailed to your door. We’re thrilled to be able to offer these again this year! 

Invoice Questions

Why don't I see my conference registration invoice in my NAMSS account?

NAMSS uses a separate event registration system for the conference registration and your invoice will not be located in your main NAMSS account. Your registration confirmation email contained a direct link to your registration record where you can see your balance and print a copy of your invoice/receipt.

Registration Questions

What is included in Educational Virtual Conference registration?

Full conference registration includes all live education sessions Monday, October 18 through Thursday, October 21 as well as the recordings of all sessions. Attendees will also have the unique opportunity to explore the virtual exhibit hall and discuss the latest trends with industry experts during exhibit hall hours. CE can only be earned if viewed through your unique registration. All education sessions will be available for on-demand access through Monday, November 29, 2021. 

What are the registration policies? What if I need to cancel? 

Because all NAMSS Educational Virtual Conference & Exhibition sessions will be available for on-demand viewing, only in the case of loss of employment, death in the family or other extenuating circumstances will a refund be issued. To request a refund, you must contact NAMSS at with documentation of your reason for cancellation by Monday, October 4, 2021. All cancellation requests will be reviewed by NAMSS, and if approved, will be processed within 2 weeks of the original request. Refunds that are approved will be subject to a $200 cancellation fee. Approved refunds will be processed in approximately two weeks.

Substitutions of registrants can be made by October 4 without a fee, by contacting the registration team at

If you register with a group, please be aware that NAMSS staff will be auditing group registrations to ensure attendees are from the same organization. If you registered using a group discount that is not applicable to you, you will be registered at the prevailing appropriate rate and invoiced for the difference in cost. Non-members may not be registered at the member rate within a group registration, and in order to receive CE, every attendee must have a unique registration.

When does my payment need to be received to ensure I have access to the Virtual Meeting platform?  

To ensure seamless access to our virtual platform, please have all check payments mailed by Monday, September 27, 2021. We are not able to accept any payments sent by FedEx or UPS, and registrants will not have access to the content until payment is received and processed. If your payment is not received by Monday, October 11, 2021, your registration will be deleted and you will have to re-register at the prevailing registration rate. 

Do I need to pre-register to attend sessions? 

You do not need to pre-register for conference sessions during the registration process. You will be able to add  sessions to your agenda a few days in advance of the conference start date within the virtual conference platform. Some sessions rely heavily on live audience participation and will have an attendee limit, so make sure to add sessions to your agenda as soon as you have the opportunity to do so.

Group Registration Questions

Due to COVID-19 our employees are working remotely, can we take advantage of the group rate working individually from any location?

Yes, individuals within the group registration do not need to be in the same location to attend, however they do need to be from the same organization. 

How many people must be included to get the group registration discount?  

There must be a minimum of three (3) registrants from the same organization. There is no maximum on the number of individuals in a group. 

Does everyone from the group need to be registered at the same time? 

Yes, the initial registration must include three (3) individuals. Additional individuals can be added to the registration record any time before Monday, October 4 and will receive the group discount.  Registration adjustments including transferring registration and price adjustments cannot be made after October 4.  

Does the payment need to come from the organization for the group or do we pay individually?

A single payment will be needed for the entire group registration which can be made on behalf of the group by an individual or an organization. If additional people are added to an existing group registration later, the invoice will be updated to reflect the new balance for additional payment(s).

Do we pay the group rate for each person? Or can we pay one group rate and have more than one person on the calls?

Yes, each person registered in a group will receive the group rate as part of the overall group total. Each person must be registered within the group to receive their own unique log-in information and CEs for attending sessions. Only those who are registered will receive CE certificates. 

Can we have individuals of mixed NAMSS membership statuses in the same group?  

Yes, as long as there are a minimum of three (3) individuals in the group, then the entire group will qualify for the group discount. The system will apply the discount for each group registrant's respective member or non-member rate.