Frequently asked questions

Why did you decide to cancel Ellucian Live 2020?

The health and well-being of Ellucian’s employees, customers and partners is of utmost importance to Ellucian. As more information related to the coronavirus (COVID-19) became available, we made the difficult decision to cancel Ellucian Live 2020 as an in-person event. Cancelling our in-person Ellucian Live avoids an in-person gathering of nearly 8,000 at a critical time, and also enables our more than 2,700 customer institutions to have their leadership onsite to prepare and respond to the issues that COVID-19 brings to their students, faculty and staff.

How will Ellucian Live 2020 registration fees be refunded?

All registration refunds will be automatically processed and there is no need to contact Ellucian Live staff to initiate this reimbursement. Please note that the refund will be processed and reimbursed within 60 days through the registrant’s original method of payment. If you have any questions or concerns, please reach out to [email protected] or by phone at 1-800-228-2134.

What about other travel reimbursement?

As mentioned, Ellucian will issue full Ellucian Live 2020 registration fee refunds to all attendees. Please note that we are unable to provide refunds for travel expenses and it will be up to each individual to contact their travel providers. Note that hotel rooms will automatically be cancelled without penalty (see question below for additional information). We have prepared documentation to support your requests for refunds from travel agencies and airlines and will make them available for your use. If we can help in any other way, please contact us at [email protected].

How will Ellucian Live 2020 hotel rooms be cancelled and refunded?

All Ellucian Live 2020 hotel reservations booked through the Ellucian Live Housing Bureau will be automatically cancelled without penalty. There is no need to contact Ellucian Live Housing to initiate this cancellation. When making a reservation online, you were required to provide a valid credit card as a form of guarantee. Your credit card was NOT charged; therefore, a hotel refund is not required. If you mailed a check payment to ConferenceDirect your refund will be processed within 45-60 days. If you wish to continue your travel plans to Orlando for personal reasons, you will be responsible for securing your own hotel accommodations. If you did not book through the Ellucian Live Housing Bureau, you will need to personally call the hotel to cancel. If you have any questions or concerns, please reach out to [email protected].

Will Ellucian Live 2020 be rescheduled?

We will be moving Ellucian Live 2020 to an online format and will be sharing more updates in the next few weeks. This online experience will be free for all persons who were registered for the in-person Ellucian Live 2020 event. The online event will provide attendees with a learning experience through a unique Ellucian community that will help our customers, partners and Ellucian personnel to share strategies, roadmaps and best practices to power what’s next in higher education.

Are all Ellucian Live 2020 pre-conference events cancelled?

Yes, all Ellucian Live 2020 related events are cancelled including Degree Works Forum, Advancement Leadership Summit, Advisory Summit and Executive Forum. As noted, we are looking to move Ellucian Live 2020 to an online format and will look to include content across all events within this virtual experience. More details to come over the new few weeks.

Will Degree Works Forum be rescheduled?

As noted above, we will be moving Ellucian Live 2020 to an online format and will take the same approach with Degree Works Forum and other Ellucian Live 2020 events. We understand the value of Degree Works Forum to attendees and will ensure the online format provides the ability for new and experienced users to learn what Ellucian Degree Works can do. This too will be free for all people who had registered for the in-person Degree Works Forum event. Look for more details to come in the next few weeks.

Will Ellucian Live 2021 (next year’s event) still take place?

Yes, Ellucian Live 2021 will take place on April 11–14, 2021 in Anaheim, California. We are excited to be back in-person for this event but we are looking forward to the online format for 2020.

What happens to the appointment(s) I submitted to meet with an Ellucian Action Line and/or a Professional Services team member at the Degree Works Forum and/or Ellucian Live?

If you submitted an appointment, you will be contacted by our product experts within three weeks to address your question. If you did not have a chance to submit an appointment and would like to speak with an Action Line analyst, please submit a case via the Customer Center and we’ll get back to you soon.

I ordered ticket(s) via the Visit Orlando website; how do I find out about refunds?

Please direct questions by phone or email regarding ticket(s) purchased via the Visit Orlando delegate site as needed: call 407-363-5872 or 1-800-972-3304, or email [email protected].

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