• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: Which browsers and operating systems are supported?
A: The online system works best on the following:

WEB BROWSERS
* Internet Explorer 10 or 11
* Google Chrome - latest version
* Apple Safari - On iOS version

OPERATING SYSTEMS
* Microsoft Windows - Windows 7,8 or 8.1
* Apple iOS - operating system 8.1

You can use other browsers and operating systems but you may run into issues.
Q: How do I create my customer account?
A: You must have an email address to create an account.

If you are registering a child for an activity, please create your own account and not an account for your child. Once your account is created, you can add family members and register them in activities.

To create an account:

1) Click on Create an Account in the upper right corner of the web page.

2) Provide the information requested. Please note some fields are required. When you are finished, click Create Account. If you are adding a family member to your account, click Create Account and Add Family Member. Please submit your request only once!

3) An email will automatically be sent to you after submitting your request for an account. Please keep it for your records.
Q: What should I do if I forget my password?
A: 1. Click on the Sign In button.
2. On the login page, click Forgot my Password?
3. Enter the email address you used to create your account.
4. Click Submit.

You will be sent an email with a temporary password. Sign into your account and then you will be prompted to change your password.

If you are still experiencing difficulties, call 604-927-PLAY between the hours of 6am-9pm for further assistance.

Please DO NOT create another customer account!
Q: I get an "invalid login name or password" error when signing into my account.
A: Invalid Login Name

Your email address was inputted incorrectly or the email address you used to create your account is different than the one you are using now.

Invalid Password

1) Click Forgot your Password?
2) Enter the email address you used to create your account.
3) Click Submit and you will be sent an email with a temporary password.
4. Sign into your account and then you will be prompted to change your password.

If you are still experiencing difficulties, call 604-927-PLAY between the hours of 6am-9pm for further assistance.

Please DO NOT create another customer account!
Q: How many accounts should each family have?
A: Each family should have one, primary account. Create the account in the name of the primary contact for the family.

When you finish creating your account:

1) Click on Create Account and Add Family Member.
2) Complete the field and click Save.
3) Repeat the process for each family member/friend/relative you add.
Q: Can I add a relative to my account?
A: Yes. When adding family members to your account, select the relative option in the box labeled Role in Family in the personal information section.
Q: How can I remove someone from my account?
A: Removing people from your account is something that will need to be completed by our staff. Please call 604-927-PLAY between 6am-9pm.
Q: How do I change or update my account information?
A: Login to your account and manage personal information (address, contact information), add/edit family members on your account or change or your password.
Q: What should I do if my account is locked out?
A: Click on Forget my Password? Resetting your password will unlock your account.

On your mobile device (eg. smart phone or tablet):
1) Click on Forget my Password (the pop-up window for entering your email address is off to one side of the screen).
2) Pinch and zoom out of the parent Login page to show the full, white Forget my Password pop-up box.
3) Type in your email address and click Submit. You will be sent an email with a temporary password.
4) Sign into your account and then you will be prompted to change your password.
Q: What will happen if I try to register for an activity that is full?
A: You won't be able to register for an activity that is full, but you can add your name to the waiting list.

If a space opens for that activity or additional sessions are added, you will likely be contacted first by phone. If we are unable to reach you, your space will be given to the next person on the waiting list.

If you don't want to be placed on the waiting list, click Remove, which appears on the Shopping Cart screen.

Placement on a waiting list does not guarantee a spot!
Q: How do I register for an Activity?
A: Once you have an online account, registering for activities is easy.

1) Use the Search function on the registration home page. You can search by entering a keyword in the blank text box or leave it blank and click on Search to see all activities. You can refine your search by using the filters:
* Where
* When
* What

If you have problems finding an activity, clear all the filters and try again.

Tip: Click on an activity name or Quick View to see more detailed information.

2) Select the Activity and click Add to Cart.

3) Log into your account (if you are already logged into your account, this window won't appear - now select the name of the person who will be taking this activity from the Select the Family Member to Enroll drop-down box (if the person is not listed, click on Create a new Family Member and add them to the list) and then Click Next.

4) Review the fees and click Proceed to Shopping Cart. To add another participant to the activity or add an activity to your cart and continue shopping by clicking on the appropriate links.

5) Review and confirm your shopping cart items. To remove activities from your cart: Edit or remove the participant, add another participant or view more activities and then add them to your cart.

6) Proceed to Checkout, pay with a credit card and complete your transaction.

7) Once your payment has been approved, your receipt will appear onscreen. Please print a copy for your records.
Q: Can I view activities without registering?
A: Yes. Click the Register for Activities and browse the activities offered on the Activity Search screen without selecting Add to Cart.
Q: What is the different between the wish list, waitlists and more buttons?
A: WISH LIST

You can add activities that aren't available for online registration to your account. Once registration starts, you can return to the wish list and enroll in your wish list activity.

To add an activity to your wish list:
1) Log into your account.
2) Click Register for Activities.
3) In the activity search page, search for the activity.
4) Click on the activity under the Name column.
5) Click Add to Wish List

To add more activities to your wish list, click Add Activity to return to the activity search page.

WAITLIST

Courses that are full offer a waitlist option if a space becomes available. You will receive a confirmation email if you have successfully been added to the waitlist. We will contact you in the event that a space opens up. Our staff will generally try to reach you by phone.
Q: What are incomplete entries and how do I fix them?
A: An incomplete entry in your shopping cart can mean different things. You may have selected an activity where you did not meet a certain requirement: age, skill, pre-requisite, etc.

You can fix an incomplete entry in two ways:
1) The specific reason your entry is incomplete is always provided on the screen where you select the participant. Click Edit to start the enrollment again, this will take you back to the select participant page where the specific error message is listed.

2) Click Remove to the left of the error message and start over. The specific error will be listed on the page where you select the participant.
Q: Can I view my transaction history and print out past receipts?
A: Yes. Once your account has been create, you can view your transaction history and print your receipts.

1) Sign into your account.
2) Click on My Account in the top right corner of the web page.
3) To view prior transactions, go to Account Activity and click on My Transaction History. A list of your transactions will be displayed.
4) You can search by date and transaction type in the Criteria section.

Tip: If you don't see the search options, click on the green arrow beside Criteria to expand the window.

To view receipts:

1) Go to Payment Details and click on My Payment Receipts. A list of your receipts will be displayed.
2) Click on each receipt number to view and print the receipt.
Q: What is the refund policy on activities, memberships/visit passes or facility rentals?
A: PROGRAM REGISTRATION:
The City reserves the right to cancel/postpone activities. Customer requested refunds are pro-rated and charged a $5 administration fee for each activity withdrawal until the start of the third class. Once the third class has begun, there will be no refunds issued. One day activities must give 48 hours notice for a refund, less a $5 administration fee. A refund may be issued for activities with extra costs (eg. camps, specialized/co-sponsored programs or course supplies), if requested 7 days prior to the activity start date, less a $5 administration fee.

MEMBERSHIPS:
1, 3, 6 and 12 month membership plans are non-transferable and non-refundable. Visit pass refunds are pro-rated to the number of visits remaining, less a $5 administration fee.

FACILITY RENTALS:
14 days cancellation notice is required to obtain a full refund.
Q: How can I view a schedule of my family's upcoming activities?
A: 1) Sign into your account.
2) Click on My Account in the top right corner of the web page.
3) Under Account Activity, click on My Schedules.
4) Under Family Member Schedule Criteria, select the Date To and Weekly or Monthly Layout. If you don't see the Schedule Criteria options, click on the green arrow beside Family Member Schedule Criteria to expand the window.
5) On the Family Member Schedule page, click on the name you want to view in the Available Family Members list.
6) Click on the top double right arrow to move the name to the Selected Family Members list.
7) Select the schedule you want to view in the Available Schedule Details list.
8) Click on the double right arrow button to move the name to the Selected Scheduled Details list. If you want to create and view schedules for multiple individuals and/or activities and passes, hold down the Ctrl button on your keyboard while clicking each selection.
9) Click View Schedule.
Q: The online registration system is timing out or logging me off unexpectedly. What should I do?
A: Experienceit.ca may be over-burdened by a sudden influx of users or it may be having trouble with the browser. This issue will usually correct itself with the following steps:

Clear your internet browser cache, cookies and history.

MOBILE DEVICES & TABLETS

Safari (iPhone or iPad)
1) Open your Settings app.
2) Tap Safari.
3) Tap Clear History and Website Data and confirm.
4) Quit all browser windows and try it again.

Android
1) Go to Settings and choose Apps or Application Manager.
2) Swipe to the All tab.
3) In the list of installed apps, find and tap your web browser.
4) Tap Clear Data and then Clear Cache.
5) Quit all browser windows and try it again.

Chrome for Android
1) Touch Chrome menu, then Settings.
2) Touch (Advanced) Privacy.
3) Touch Clear Browsing Data.
4) Quit all browser windows and try it again.

DESKTOP BROWSERS

Chrome
1) In the browser bar, type: chrome://settings/clearBrowserData
2) Select Browsing History, Download History, Cookies and other site/plug-in data, cached images and files.
3) Select Beginning of Time.
4) Click Clear Browsing Data.
5) Quit all browser windows and try it again.

Firefox
1) From the History Menu, select Clear Recent History. If the menu bar is hidden, press Alt to make it visible.
2) From the time range to clear drop-down menu, select Everything.
3) Next to Details, click the down arrow to choose which elements of the history to clear, to clear your entire cache, select All Items.
4) Click Clear Now.
5) Quit all browser windows and try it again.

Internet Explorer 9 and higher
1) Select Tools, then Safety, then Delete Browsing History. If the menu bar is hidden, press Alt to make it visible.
2) Deselect Preserve Favourites Website Data and select Temporary Internet Files, Cookies and History.
3) Click Delete and you will see a confirmation at the bottom of the window when the process is completed.
4) Quit all browser windows and try it again.

If you continue to experience difficulties, please call 604-927-PLAY between 6am-9pm.