• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: Subsidy Questions and Answers
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Q: Registration Questions and Answers
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Q: Account Questions and Answers
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Q: Refund and Cancellation Questions and Answers
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Q: Payment Question and Answer
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Q: EMAIL: What if I don't have an email address, how do I create an account?
A: You will need an email address as all of your registration confirmations and receipts are sent by email in order to be environmentally friendly. There are several free email accounts available. You can search 'free-email accounts' in a search engine, and find what option suits you best.
Q: Email and Security Questions and Answers
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Q: Program General Question and Answer
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Q: EMAIL: If I give you my email address are you going to send me all kinds of junk emails or advertising?
A: Absolutely not! As per the Canadian Anti-Spam Legislation, Ortona will not send any junk mail or spam. We do send regular emails with relevant and time-sensitive information that are very important for you and your children. Please check your email inbox regularly as emails are our primary form of communication. This information is considered private, and we do not ever sell or share any customer contact lists.

If the email does not show in the inbox, check your junk mail folder for the email, then add us to the safe sender list so that further emails will go to your inbox.
Q: ACCOUNT INFORMATION: Can I view my transaction history and print out my past receipts online?
A: You can view your transaction history and print your receipts online, once your online account 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: ACCOUNT INFORMATION: I made a mistake in my child's information, and I seem unable to edit it. What do I do?
A: Currently, the system does not allow you to edit much of you and your children's profiles. This is in the process of being changed. If there is an error in your account's information, call Ortona's office at (780) 492-7300 and request a change.
Q: ACCOUNT INFORMATION: How do I establish an online account?
A: Before registering for any activities online, you must establish an online registration account.

This is how you create an online registration account:

1) Click on the Create Account button.

2) Fill out the form for New Account Request completely, including all required fields,(Birth date, Gender, Email Address, etc.) and click submit. Please submit your request only once.

*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.

3) You will automatically receive an email after submitting your request for an account. Your account will be activated only after you have responded by clicking on the link provided in the email.
Q: ACCOUNT INFORMATION: How do I add family members to my account?
A: When you create an account in our system, you add yourself first, even if you are not participating in any classes or programs. This makes you the primary account holder.

Then, you can add your family members so that they are attached to your account. This way you can register all your children and yourself at the same time without having to log in and out of different accounts.

Additionally, your history and receipts are together under the same account for future reference.

You may add family members in the three following locations:

1) You may add a family member while submitting your head of household account information, by clicking on the Submit and Add Family Member link.

2) You may add a family member under My Account, this is done by clicking the link Change Information About Family Members.

3) You may also add family member during the enrollment process. This is done by clicking on the link Add Family Member which is located beside the Participant box.
Q: ACCOUNT INFORMATION: What should I do if I forget my password?
A: When you are prompted to sign in, click on the 'Forgotten' link. You will be asked to enter the email address you registered with and a new password will be emailed to that address. Note that this is the same email address as your login email.

Once you receive that email, login with the new password provided and you will be prompted to enter a new password of your own creation.

*Please DO NOT create another Customer Account.

If you have any further issues please contact us at 780-492-7300 for assistance.
Q: ACCOUNT INFORMATION: How can I view a schedule of my family's upcoming scheduled activities?
A: The My Account feature allows you to view a weekly or monthly 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.

iCalendar exports are also available from that same location.
Q: ACCOUNT INFORMATION: How can I find my Login ID to do the online registration for my children?
A: First you must ensure that you have already registered on our registration site. If you have done so, your Login ID is the email address you registered with.
Q: ACCOUNT INFORMATION: I cannot remember my Login ID. What should I do?
A: If you have forgotten your Login ID you will need to phone Ortona's office at (780) 492-7300 and have OGC's Customer Service Representative assist you. Currently there is no way to get your Login ID online.
Q: REGISTRATION: How do I get a receipt or confirmation of registration?
A: As soon as your payment is processed, you will receive a receipt.

A copy is emailed to the email address you first registered with. You can save or print this copy out and access it again later. Tax receipts will be available by the end of January the following year.

Ensure that your personal profile information is current.
Q: REGISTRATION: I do not have a computer. How do I register?
A: If you do not have access to a home or work computer, there are several public accessible computers at libraries or internet cafes.

Or you can come down to OGC and use the computer that has been set up for members at the Front desk.
Q: REGISTRATION: If a class is full, can I be put on a waiting list? How?
A: If the system lists the class as being full, you can put the registrant on the waiting list by adding the class to your shopping cart. This will automatically add them to the waiting list.

If we receive any cancellations for that class, the first person on the waiting list will be contacted to see if they are still interested in the spot. We progress through the list in the order received as spots become available.

If you are on the waiting list and are contacted, you must respond within 24 hours and confirm your interest in the available spot. If you do not respond within 24 hours, the next person on the list will be contacted, and you will lose your spot.
Q: REGISTRATION: What if my child is registered in the wrong class or a different class time works better? How do I move him/her?
A: To request a transfer, there are two options:

1) Contact one of our Customer Service Representatives 780-492-7300 and they will walk you through the transfer.

OR

2) To transfer your child to another class, you need to submit a transfer request.

Please be aware that there is a $5 administrative fee to do this. Requests to transfer classes will be processed in the order they were received.

To request a transfer, mouse over registration on the website's navigation bar, then click request a transfer from the drop-down menu.

Fill in the details on the form as requested. Requests are generally processed within 1 business day. You will receive a phone call and/or email from a Customer Services Representative saying your request has been processed
Q: REGISTRATION: Can I register in person?
A: Yes, you can register in person. Set aside 30 minutes or so. To make in-person registration faster, have your child's class already selected and an account created.
Q: REGISTRATION: Can I register over the phone?
A: No, unfortunately we cannot take registrations over the phone as there are electronic waivers that require your time to review and electronic sign off. Registrations can be done online, 24/7 at your convenience, or you can come in and register in person.

However, if you are having difficulty with registration itself one of our Customer Service Representatives can help you once your account has been set up in ActiveNet please call 780-492-7300.
Q: REGISTRATION: Can I get a printed copy of my online confirmation receipt from the office?
A: When you register online a copy of the receipt will be emailed to the email address you supplied when you first registered.

You can also access the receipt from the 'My Account' page along with the other account management options. If you register in-person, the receipt will still be emailed and available through your account. If you have absolutely no way of accessing or printing it yourself, come into the office to print it.

If the email does not show in the inbox, check your junk mail folder for the email, then add us to the safe sender list so that further emails will go to your inbox.
Q: REGISTRATION: How do I register online for an activity?
A: Once your account has been established, registration for activities is easy:

1) Click the View Activities button on the registration home page.

2) Select the activity that you would like to enroll into. Clicking the underlined name will show you a detailed activity description.

3) Click the Add to My Cart button if you wish to register for the activity.

4) Next, sign in to your online registration account by entering your Login Name information 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).

5) Confirm your activity name, date and time, enrollee and price.

6) 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.

7) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: REGISTRATION: 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. It is recommended for guaranteed participation, please choose another activity with registration space.
Q: REGISTRATION: Can I view activities without registering?
A: You can always browse through the activities without registering. Click View Activities button and look at all the activities that are offered.
Q: REGISTRATION: How many accounts should each family have?
A: We recommend that each family establish one account. Create the account in the name of a head of household and then add all family member names to the head of household account, after it has been established (see next question).
Q: REGISTRATION: I will be away when registration opens. What can be done?
A: Our registration is done online, so even if you are away you can register from any internet accessible source.
Q: PAYMENT: What type of payments do you accept?
A: If you register online we accept Visa, MasterCard and American Express. If you register in-person, we also accept cash, cheques and debit. Ortona does not accept post-dated cheques.
Q: PAYMENT: I don't want to pay online. How do I register?
A: Cash, cheques and debit are accepted at the front registration desk. You will have to come in person during regular office hours to register.
Q: PAYMENT: Regarding payment plans, how do I make an early payment?
A: Payment plans are charged to a credit card on the last fiscal day of each month at 12:01 a.m.

If you want to clear the charge prior to the end of the month, you need to come in a few days before and speak to a Customer Services Representative.

You can also pay early through the my account section on the registration site.

Payment plans are only offered for programs that are 10+ months in length
Q: NSF POLICY: What happens if there are more than one NSF charge in a membership year (July 1 to June 30)?
A: There is a $35 NSF fee charged to all returned cheques and declined credit cards. NSF transactions not cleared within 10 days of notification to the parent/guardian will result in the suspension of the child's training until the account is back in good standing. There will be no reimbursement for missed classes as a result of this action.

If you serve more than two (2) NSF transactions to the GO Centre or its partners, you will be required to prepay for programs and services in full and by cash, debit, credit card (in person and signed) or certified cheque. All training/program participation will be suspended (without reimbursement on missed classes) until the account is cleared.
Q: NSF POLICY: What are the fees for an NSF or Declined Payment?
A: Cheques:
Cheques returned as NSF will require the full payment to be made in cash, bank draft, money order, certified cheque or credit card. A $35 declined charge will be assessed.

Credit Cards:
Annual contracts set up with auto-debit payments on a credit card that are declined will be assessed a $35 declined payment fee.

For all declined payments:
Replacement payments &/or arrangements are due before the next scheduled class or the athlete may not be allowed to participate in class.
Q: SECURITY: How do I know that my information will be safe when I am registering online?
A: 1. Look for the symbols which indicate this is a safe site
* A site which offers online payments can be identified as secure in a couple of different ways.
* In the address bar check that the website address begins with https (the s shows that it is secure). Is there a padlock? A padlock symbol also shows that the site is secure, but is not required.

2. Still not sure? Check out the site properties
If you are still unsure if the site is secure, simply right-click on the website page and click on Properties. If the site is secure, you will see https in the URL line.

3. Check out your club's privacy policy

4. Check out the policies of our online registration provider, The Active Network
* In the bottom left-hand corner of your screen you will see a link to Privacy Policy and Terms of Use. These links will take you to documents outlining the agreement between the GO Centre and The Active Network.
* You can further check out The Active Network's secure server information by clicking on Activenet Security Information. From there you can verify that The Active Network is certified by Verisign, as well as download a document outlining The Active Network's commitment to data and financial integrity.
Q: REFUND/CANCEL: How do I cancel our registration?
A: To cancel a class, there are two options:

1) Contact one of our Customer Service Representatives 780-492-7300 and they will walk you through the cancellation.

or

2) You need to submit a cancellation for your child's registration. Please be aware of the cancellation and refund fees. To request a cancellation, mouse over registration on the website's navigation bar, then click request a cancellation from the drop-down menu. Fill in the details on the form as requested. Requests are generally processed within 1 business day. You will receive a phone call and/or email from a customer services representative saying your request has been processed.
Q: REFUND/CANCEL: What are your refund/cancellation policies?
A: Refunds for Ortona Recreational Sessions and Camps:
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When it comes to cancellations, the registration deadlines vary with each program and session. Each session's information page lists these dates.

Programs with insufficient enrollment may be cancelled one week after the start date. Ortona reserves the right to cancel or change a program as necessary. If we cancel a class, refunds will be issued. To compensate for cancelled classes during the course of a program, the program may be extended. If this is not possible, a partial rebate will be available for those who are enrolled in the program.

For credit card refund requests, the information of the same credit card that was used to make the original purchase must be provided.

The refunds vary depending on how close the withdrawal date is to the course start date:

* If withdrawing more than twenty-one (21) days before the course start date, a full refund will be received.

* If withdrawing more than eight (8) days but less than twenty (20) days before the course start date, a $20 administrative fee will be levied to the refund when applied as a credit on account. $25 administrative fee will be levied when the refund is applied as a payout.

* If withdrawing within seven (7) days of course start date, refunds will be granted only when medical circumstances arise or an Exceptional Personal Circumstance occurs (such as a death in the family). No refunds otherwise.

Classes missed by participant will not be refunded or made up. Classes cancelled by Ortona (such as coach illness or other extenuating circumstances) will either be made up or the missed class refunded.
Q: REFUND/CANCEL: How does credit on an account work?
A: Account credit can be used in registration for any alternate course.

Outstanding credits over $20 will remain on the account until the next membership year. Then, after that year is over, any unused credit will be cleared from the account, giving members nearly 2 years to use any extra credit. However, if the unused credit totals are under $20 they will be cleared after 12 months.
Q: MEDICAL WITHDRAWAL: What is required when a medical withdrawal is requested?
A: * Medical Withdrawal or Exceptional Personal Circumstance Refunds: The administrative fees as listed above will be applied to all refunds in this category, full fee or pro-rated (as applicable). Pro-rated refund will be based upon the date the Medical Slip or confirmation of Exceptional Circumstance was received at the office.

* Exceptional Personal Circumstance defined as a death in the family; moving out of the city; other circumstances will be reviewed on a one on one case.

* The annual membership cost (covering July 1 to Jun 30) is non-refundable and is a fixed cost (will not be pro-rated).
Q: MEMBERSHIP:What is the Ortona Club membership for? What am I paying for?
A: The Ortona membership pays for 4 different memberships in one: the Ortona membership itself; Alberta Gymnastics Federation (AGF) membership; AGF insurance; and Gymnastics Canada National Membership. For information on why you need these memberships and how they benefit you, please visit the membership section of Ortona's website moving your mouse over member services in the navigation bar and clicking on memberships.
Q: TAX RECEIPT: How do I get my tax receipt?
A: Gymnastics Tax Receipts:

Go to your account (OrtonaReg.com) and click on MY ACCOUNT, top right corner or the green ACCESS MY ACCOUNT on the left. Under the first section called ACCOUNT ACTIVITY, the last item in that list is PRINT TAX RECEIPTS. Select the family members you want a receipt for and click RUN REPORT.
Q: TOILET TRAINED: Does my child need to be toilet-trained for an un-parented program?
A: Yes. For all un-parented Ortona programs, your child must be toilet-trained. We appreciate your assistance.
Q: OPEN GYM/DROP IN PROGRAMS: Why are wristbands required?
A: To assist us in ensuring everyone has a safe and enjoyable experience, OGC has implemented a wristband procedure. This system allows us to identify patrons that have signed the necessary waivers; who have paid for the drop in time. Most important to make sure we identify children that are required to be actively supervised while in the gymnastics areas.
Q: FACILITY: Are there lockers available for Ortona Programs?
A: The lockers that are for drop in or recreational members are located in the SCSC public locker rooms across the hall from the concession vendors in the main hallway of the facility. We do provide cubbies for your shoes and coats but are not secured. Patrons should not leave any valuables in change rooms or unattended in common areas. Please take precautions to secure all items in a locking locker ($1.00/full locker). Ortona or SCSC are not responsible for lost or stolen articles.

Lockers are only provided for our 12 month programs in the dedicated Team Ortona Locker rooms located beside the foam pit.
Q: SUBSIDY: What subsidy options are available to parents?
A: Subsidies that you can apply for as a parent include (but are not limited to):


1. Alberta Child & Family Services - Child Care
2. Canadian Tire JumpStart
3. YMCA
4. Kidsport
5. Children's Fitness Tax Credit


Check with your local community league as some offer specialized support programs.

If you know of any others that could be listed here as a resource, please let us know.
Each one has a separate application and payment process. Please be sure to read their information carefully during the application process.

If you know of any others that could be listed here as a resource, please let us know.
Q: SUBSIDY: Children's Fitness Tax Credit (Government of Canada)
A: The purpose of the credit is to facilitate access by children and youth to physical activity and recreation programs, as a means of helping them maintain a healthy active lifestyle. The credit applies to supervised children's programs that have a significant physical-activity component, where participation over time can be reasonably expected to result in improved fitness, particularly cardio-respiratory endurance, as well as muscular strength, muscular endurance, flexibility and balance.
Q: SUBSIDY: I've applied to the CSFA and have been approved but I have not received a refund. How long does it take?
A: CSFA, as a government organization, goes through multiple steps before payments are issued. Here is the general flow of a CSFA application:

1. You apply to CSFA. www.child.gov.ab.ca/childcaresubsidy

2. Ortona receives notice from CSFA that you have been approved or declined. You also receive the same copy of notice.

3.You receive a notice indicating the period for which you are approved to apply for funding and what the maximum amount is that you may receive. Ortona receives a copy of the same notice. **Note**this is not necessarily the amount you receive back in subsidy funding.

4. Ortona receives a form to complete confirming your child's registration fees AND confirmation of attendance. This is done within ten (10) days of receipt of the forms and sent back to CSFA. If you cancel your registration Ortona has to indicate that to CSFA.

5. CSFA processes the request - time is variable.

6. Ortona and you receive a notice of payment summary. This details what your actual payment is from that request. It will be between $0 and whatever the maximum amount set is from your earlier notice.

7. Ortona receives payment from CSFA at some point after that.

8. Ortona processes the payment direct to the parent on the subsequent cheque run (done monthly) and mails the cheque to the address on file.

**Note** Ortona will issue the subsidy reimbursement only after it has been received from CSFA and that Ortona has no control whatsoever on when that occurs. If you have not received a notice saying PAYMENT SUMMARY with a dollar amount beside your child's name then CSFA has not sent any funds to Ortona on your account.

If you have concerns or questions about your CSFA account you need to direct them to CSFA and not Ortona. Ortona does not manage any part of your account except to confirm registrations and process the final reimbursements to you.
Q: SUBSIDY: I received a cheque from JumpStart/my community league/other supporter made payable to Ortona, but I've already paid my fees.
A: If you have already paid your fees and then you receive a subsidy cheque made payable to Ortona Gymnastics, bring it into the office.

We will refund your personal payment and apply the subsidy to your account. You will be responsible for any difference in the cost of the program to what you received by subsidy.
Q: SUBSIDY: Are there any fees associated with subsidies?
A: The Alberta Government Child Care Subsidy has an OGC $20 administration fee associated with it for every payment processed. This is due to the large amount of administration processing that goes with this particular subsidy and the high level of customer support that is required to support every subsidy family in this program. This fee is in accordance with the approved rates provided by the Alberta Government subsidy program.

The other subsidies do not incur any additional fees.
Q: SUBSIDY: How long does this take?
A: How long it takes from the time you apply to the time you receive the funds can be weeks or it can be months, depending on the subsidy.

We have seen some take up to 4 months so please be patient. Once we receive the money from the subsidies we generally turn it around to you within the month, whenever our next cheque run is performed.
Q: SUBSIDY: Do I have to pay for my child's registration if I have applied for a subsidy?
A: Yes, all registrations have to be paid for before a child can participate. Some subsidies will allow you to apply in advance of registration, some you can't apply until you have a receipt. Again, please read the application process carefully. In any case, proof of attendance in the program is required before a subsidy payment is released to the family. So what you are ultimately receiving, if approved for a subsidy, is an offset to your pre-paid registration fees.
Q: SUBSIDY: I have applied, now what?
A: Once you have submitted your application to the organization, you wait. The subsidy program will contact Ortona to confirm your registration and attendance for the period you have applied for. Once that has been confirmed, they will process the request and send Ortona the subsidy funding for you. Ortona then distributes the funds back to you,