• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: What if I want to save my credit for a future purchase?
A: There is an option when making your payment to store your credit on your account. You can wait to apply it to a specific person later.
Q: Are Wayne Gretzky Sports Centre memberships available to purchase online?
A: No not at this time. Watch for this coming soon.
Q: How many accounts should each family have?
A: We recommend that each family establish a primary account with login credentials. Create the account in the name of a head of household and then add all family member names underneath the head of household after it has been established. You will need to have an active email account to do this.
Q: How can I set up my account so I receive important reminders about upcoming lessons, programs and activities I want to register for?
A: When creating your account you will be asked if we can send you these important reminders and update. Click Yes. If at any time you wish to change this you can go into your account and update this.
Q: What happens if I have an outstanding balance or credit on my account?
A: Outstanding balances can be paid in full prior to registering for an activity. If you have a credit on your account, you may choose to apply that credit to your current transaction. If the credit on your account is large enough to cover your current transactions, you will not be required to make a payment.
Q: How do I create a wish list so I?m ready for when registration opens?
A: Go into the Active Net link . View the programs, descriptions, dates and cost. You will see an ?Add to wishlist? button if the program in not open for registration. Click on it and it will save a list of programs you are interested in. On registration day and time go into your account, view your wish list and add them to your cart.
Q: How do I add family members to my account?
A: You may add a family member after creating your head of household account information, by clicking on the Add Family Member link.
Q: Where can I find the daycamp child information forms?
A: They will be available when you register for a Day Camp program. You can download them, fill them out and then send them back via email. If you are unable to do this electronically you can pick up the forms at any Day Camp location and the main Parks & Recreation office. Please note: Child information forms MUST be filled out before participating in any Day Camp program.
Q: How can I share an activity or program with my friends on Facebook?
A: To share from the customer page, select the social media icon on the top right side of the program information page. You will then be prompted to login to Facebook and write a short note about what you are sharing.
Q: Is my credit card information kept on file for future purchases and registrations?
A: This option is entirely up to you. You can choose to keep your file on account by inputting the information and accepting the store on file option.
Q: What should I do if I forget my password?
A: From the Sign In page, click the Forgot your Password link. You will be requested to provide the email address you used to create your account. After entering your email address, click Submit to continue. An email will be sent to you containing a temporary password.

Upon signing in with the temporary password, you will be prompted to change this password. If after completing this procedure you are still experiencing difficulties, please contact our office during regular business hours and a member of our staff will assist you.

Please DO NOT create another Customer Account.
Q: Will I be able to book the ice rentals or other facilities online?
A: At this time this option will not be available. Please call the facility to book your request.
Q: How can I view a schedule of my family's upcoming scheduled Activities?
A: The My Account feature allows you to view a weekly schedule of your family's upcoming Activities.

Sign into your account and click on the My Account link. Then click on the Show Your Daily Schedule link. Highlight the family members whose schedules you would like to view and click on the top arrow button and move each family member over to the Selected Family Members column. Click on Search to proceed. A weekly schedule will display all of the activities your family members have been enrolled in and allow you to click on the activity for more information.
Q: What if my email address has changed?
A: You will need to use your previous email address, go into that account and update your account with your new email address. If you are unable to do this then please call Parks & Recreation and have your account updated.
Q: Can I view my transaction history and print out my past receipts?
A: You can view your transaction history and print your receipts once your Customer Account with login credentials has been established. To access this information, please click on the My Account link (located at the top right-hand corner of your screen).

To view prior transactions, you may click on the Get a List of Prior Transactions link.

To view past receipts, you may click on the Get a List of Prior Payments link (click on the receipt number to view and print each individual receipt).
Q: How can I renew my membership online and receive updates that it is expiring?
A: No not at this time. Watch for this coming soon.
Q: What will happen if I try to register for an Activity that is full?
A: Your name will be placed on a waiting list. You will be contacted in the event that a space opens for that Activity or additional Activities are added. If we are unable to contact you, your space will be given to the next customer on the waiting list.

If you do not want to be placed on the waiting list, click the Remove button that appears on the Shopping Cart screen.

Please Note: Placement on a waiting list does not guarantee a spot in the Activity.
Q: Will my past transactions with the previous Parks & Recreation registration system still be viewable and printable in the new system?
A: No, unfortunately these systems are different and account transactions are not carried over. However, facility staff can still access the previous two years and upon request may be able to find what you are looking for.
Q: Can I purchase a Parks & Rec punchcard online?
A: No not at this time. Watch for this coming soon.
Q: How do I register for an Activity?
A: Once your account has been established, registration for Activities is easy:

?Click the Active Net link to View Activities.
?Select the Activity that you would like to enroll into. Clicking the underlined name will show you a detailed Activity description.
?Click the Add to My Cart button if you wish to register for the Activity. If this option is not available it either means the program is not available to register for yet and an ?add to wishlist? option will appear or if the program is full it will show an ?add to waitlist? option.
?Next, sign in to your online registration account by entering your Email and Password. Proceed to checkout by clicking the Continue button. From this screen you may remove Activities from your cart or view more Activities and add them to your cart.

Please Note: If more than one family member will be attending the Activity, click on the button labeled, Add Another One (located under the Shopping Cart screen).
?Confirm your Activity name, date and time, enrollee and price.
?Click Continue to proceed with payment. You will be prompted that you are entering a secure site. Enter your credit card information on the Payment Information Page and agree to any required waiver(s) and confirm the payer meets the age requirement of "13 Years or Older". Click Continue. This system accepts Visa, MasterCard, Discover and American Express.

Please Note: The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the My Account button and change your residential address to match your credit card billing address.
?Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: Can I purchase a golf membership online?
A: No not at this time. Watch for this coming soon.
Q: How do I request a private session (ie; swim or activity)?
A: Request for specific programs will not be accepted. Private Sessions will be available to book online on specific dates and times. Please register for one of these sessions.
Q: Can I register someone from another family from my account?
A: Not at this time.
Q: I?ve changed my mind and no longer want to register for the program. Can I withdraw my registration and get a refund?
A: Yes you can. Please note a 15% administration fee will apply to the prorated amount for all refunds. Refunds can be issued at any Parks and Recreation facility or over the phone, providing the credit card name matches the account name in the registration system. The receipt must be presented in person in order to process a refund if the credit card and account information do not match.
Q: I was told I can receive text alerts regarding important information and updates. How can I make sure I get these?
A: When creating your account you will have an option to input your cell number and provider. This will put you on the text alert list. Please note that this will not be used excessively but for important updates or cancellations.
Q: How do I create/update my account?
A: f you have registered for a City of Brantford Parks & Recreation program or activity within the last two years your account has automatically transitioned to the new online registration system but please ensure you follow the steps below to add important updates.

?Go to the RecConnect website.
?Click on 'Sign In'
?Click on 'Forgot Password' and enter your email address to have your login information sent to you
Please Note:

?If you are registering a child for an activity, please use your own information when filling out the online registration account request form, NOT the information of the child you wish to register for an activity. Once you have an online registration account, you will have the opportunity to add family members. Then you can register that child.
?If you did not have an email address listed in your original account, please call 519-756-1500 OR 519-756-9900 and someone will be happy to assist you. Please DO NOT create a new account.
?Once you receive your login information and have logged in, don't forget to set up your profile including your mobile number and carrier (i.e. Bell, Rogers, Virgin, etc.) if you would like to receive important text alerts from us!
NEW CUSTOMERS: Follow the steps below to get your account set up and ready to go. It's as easy as 1...2...3...

?Go to the RecConnect website.
?Click on 'Create Account'
?Complete your information
Q: Can I book birthday parties online?
A: No not at this time. Watch for this coming soon.
Q: Can I view Activities without registering?
A: Absolutely! Click on the activities tab at the top of the screen to view all of the activity categories. If there is a box to the right of the activity that says Add to Cart, you are able to register for that activity.
Q: Is my credit card number and personal information safe?
A: Yes. Your information is encrypted using a Secure Socket Layer (SSL) encryption technology, the highest form of encryption generally available to the public. If the website is secure, the web address will begin with https://. It is the same type of security that all of the major online e-commerce websites use. All credit card transactions are encrypted and secure.
Q: Will someone automatically call me if I waitlist? What is the timeframe for this?
A: Waitlist participants are only called if a spot becomes available in that class. Phone calls can be received up to and including the first day of the program.
Q: What if my program is cancelled that I paid for online?
A: You will receive notification that your program has been cancelled. A full refund will be processed back to your account. You will then have the choice to leave the balance on your account or placed back on the payment card you used to process your registration.
Q: When I purchase a family swim pass and have more than 6 people in my family why am I penalized and have to pay more just because my family is larger?
A: Pass rates are based on a minimum number of people not on family size. Extra people will pay the regular admission rates.