Reservation & Subscription FAQs

What is a reservation and why do I need one?

You make a reservation when you need to have more than 25 people in your Gather Space at the same time (or when you want to have the moderation perks of a Premium Space, like domain access restriction). To make a reservation, you'll need to know the Space capacity, which is the maximum number of people you expect to be in the Space at the same time, as well as the start and end date and time. (However, you don't need an end date when booking a monthly subscription, which renews automatically and bills you monthly.)

Think of it as making a reservation at a restaurant. You need to let them know how many people you expect ahead of time to make sure there is enough room for all of your guests. You can always increase the number of chairs or add tables while you're at the restaurant, but it may take some time. Because the restaurant had to set aside the space in advance, you can't decide to use a smaller space in the middle of your reservation. However, you can absolutely change your reservation to a smaller space before your event starts. Read more about increasing your Space capacity during an event.

When it's time for a reservation to start, Gather will automatically move your Space from our free servers to a dedicated premium server and allow as many people into your Space as you estimated and paid for.  Reservations can be for 2 hours, 24 hours, or monthly, and can be made in advance. 

What happens if I reach my Space capacity?

If you exceed your Space capacity, additional guests may not be able to join your Space. Although we provide a small buffer, when you exceed your capacity, your guests will experience either or both of the following things:

  1. The performance in your Space will start to degrade. Your guests will experience lag and issues connecting to audio/video. 
  2. Once you've exceeded our buffer, new guests will see a Space Capacity Limit message and will not be able to join the Space.

You can provide a Custom Space Limit message that informs your blocked guests of who to contact or what to do (see Space Capacity article). You can also increase your Space Capacity before or during your event if needed. Just note that the changes take about 15 minutes to take effect.

Can I upgrade my Space while my event is happening?

You can increase your capacity during an event with a reservation, but note that it will take roughly 15 minutes for the update to work its way through our system and for resources to be reallocated. You can also switch from a Free Space to a Premium Space in the middle of an event without disruptions to your event, but it will take roughly 15 minutes before you are able to see the capacity limit increase. 

Note: Check out Edit or Cancel My Reservation or Subscription for full details on making changes to your reservation.

Warning: At this time, subscriptions can not be edited. To increase or decrease the capacity for a subscription, you will need to make a new reservation with the updated capacity you want and then cancel your old subscription. Once you've done this, you can email billing@gather.town to be prorated for the remaining amount that was not used. Please include both receipt numbers and your Space's URL!

Can I upgrade my Space multiple times?

Yes! You can set up multiple reservations in the same Space. This is a great option if you have a Space that's typically Free and you want to host a special event with more than 25 people, or if you have a paid subscription for a set number of participants but want to host a party or conference where more people will join. You can plan an unlimited number of paid events in a Space, and you can upgrade your event while it's happening. Just head into the Reservations section of your Space dashboard. From there you can Create Reservation or manage an Active & Upcoming event.

What if I have fewer attendees than I expected?

Before your event starts, if you have an Upcoming 2-Hr or Per Day event, you can update your Space capacity and reduce the number of expected concurrent participants. Head to your Space dashboard to review your Reservations. Click Manage next to the reservation you wish to update. Update the Space capacity and you will be partially refunded for the reduced number of guests.

If your event has already started, you can only increase your Space's capacity. 

Note: You cannot edit an Active or Upcoming Monthly subscription. You must cancel the subscription and create a new one. 

We do not change pricing or offer pro-rated refunds after an event if the actual number of attendees is less than the forecasted numbers as the servers need to be booked and reserved at the time of your event. 

If you are unsure how to estimate your number of attendees, aim low. You can always increase your Space Capacity during the event.

What happens to my Space when my reservation ends?

You have roughly 15 minutes between the time your reservation ends and the time your Space will be moved back to our Free servers. When this happens, you may encounter slight connection issues that will resolve if you refresh the browser. Anyone new who enters your space may not be visible to you until you you refresh your browser. If you have more than 25 people in your space when it is returns to a Free server, you will likely experience performance issues.

If you'd like to re-use the same Space for a future event, you can make another Premium event reservation in the Reservations section of your Space dashboard

Where's my receipt?

If you pay through the Space dashboard, you will get a receipt sent directly to the email you used to log into Gather. You can search specifically for "Gather Presence, Inc." or "Stripe."

Alternatively, if you visit the the Reservations section of your Space dashboard, you can view your Active & Upcoming events and select Receipt next to the relevant event. A new window will open with your Stripe receipt.

A view of the Space dashboard, with the Reservations section displaying. The Active & Upcoming events display, and the Receipt button is outlined in red next to two active events. You can view your receipts in the Active & Upcoming or Past tab of your Reservations in the Space dashboard.

Tip: Need a detailed invoice? When you create the reservation, select Pay by invoice. You will receive a detailed billing and reservation statement in an email. Just keep in mind you must pay for your reservation or subscription prior to its Start Date!

What is the difference between the daily and monthly plans?

We currently offer 3 different options to best suit your scheduling needs: 2-Hr, Per Day, and Monthly. The primary difference is purely how long you will need the increased server capacity and  premium Space features. Additionally, the 2-Hr and Per Day plans are a one-time payment, whereas the Monthly plan is an automatically recurring payment for ongoing use. 

Note: When you create your reservation, we automatically apply a discount to your total if there are cost savings available to make sure you're getting the best cost, no matter what plan you choose. 


What plan should I use for one month?

There are two ways you can provide access to your Space for a month or more: using the Per day plan or the Monthly plan. The primary difference between the two plans is whether you wish to pay once for a one-time reservation or if you'd like to be automatically billed every month for an ongoing subscription.

Per Day

If you'd like to set a specific Start and End date and time, select the Per day reservation. The Per day option is also a good option if you don't want to be charged monthly for an automatic renewal. 

Note: You will need to pay upfront for multi-month reservations using this method. If you prefer to be billed monthly, see below for the Monthly plan and remember to cancel before your renewal date. 

Open your Space dashboard. By default, Reservations is selected and Create Reservation displays. Under Per day, click Select. The Calculate Cost window opens. Enter your Space capacity and select the specific Start and End date and times. You will see a Monthly Price Guarantee discount applied to your total. Click Continue to proceed with this reservation option. To return to the reservation options, click Cancel.

A view of the Calculate Cost window for the Per Day reservation. The Calculate Cost window is outlined in red, and a red arrow points to the Monthly Price Guarantee, which has been applied to the reservation. The reservation is for 50 people from July 11 at 12:00 am to August 11 at 12:00 pm.Open your Space dashboard. In Reservations, click Create Reservation. Then click Select under the Per Day option.

Monthly

If you'd like to set a no-hassle monthly subscription that auto-renews and bills you monthly, use the Monthly reservation.

Open your Space dashboard. By default, Reservations is selected and Create Reservation displays. Under Monthly, click Select. The Calculate Cost window opens. Enter your Space capacity and select the specific Start date and time. Select Continue to proceed with this reservation option. To return to the reservation options, click Cancel.

A view of the Calculate Cost window for the Monthly reservation. The Calculate Cost window is outlined in red. The reservation is for 50 people beginning July 12 at 12:00 am.For a Monthly subscription, you only enter a Start date and time (no End date or time).

Note: Your Monthly reservation is auto-renewed every 30 days according to the Start date selected. If you cancel, you will still have access to all subscription features until the end of your current subscription period. 

How do I make a reservation for a 500+ event?

To increase stability and improve the user experience, Gather Space reservations are capped at a maximum capacity of 500 users. Events with more than 500 attendees can absolutely still happen—they will just have to be divided across separate Spaces with portals connecting the separate Spaces. 

At this time, if you need a reservation for a 500+ event, please contact us

Tip: Want a seamless experience for your 500+ event? Work with a Gather Service Partner! Check out our list of approved vendors at https://gather.town/partners

Do you offer discounts?

We offer a 30% discount for non-profits and academic institutions. Please reach out to us about your eligibility.