• Frequently Asked Questions

Answers to FAQs For Online Registration Customers

Q: 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: How do I establish an online account?
A: Before registering for any activities online, you must establish an online registration account and create a Login Name and Password.

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: 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: How do I add family members to my account?
A: 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: 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: 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 by the Recreation Department in the event that a space opens for that activity or additional activities are added. If we are unable to contact you, after 3 attempts, 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: What should I do if I forget my password?
A: *Please DO NOT create another Customer Account*

Instead, proceed to account log in and when you are prompted to sign in, check the "Forgotten" link and click Continue. You will be prompted to enter your email address and you will be sent an auto created password. One you enter the auto created password, the system will prompt you to create a new password.

If you have any questions, please call 250-767-2133 during regular business hours and a member of our staff will assist you.
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. You can also download in a printable format or an icalendar format.

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: 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: How are refunds processed?
A: When a participant withdraws from a program or if a program or service has been discontinued or cancelled, a refund is processed (*administration fees may apply). The client has the choice of:
1. Transferring to another program or opportunity.
2. Withdrawing and leaving a credit on their account.
3. Requesting a refund. When payment has be made by:
a) Credit card - the refund will be process back to the card.
b) Debit card - the refund will be processed back to the debit card when the cient is in person. Otherwise the refund will be issued by cheque.
c) All other refunds will be processed by cheque.
*Refunds by cheque require up to one week processing period.
Q: What is the cancellation administration charge?
A: When a participant is withdrawn from a program and a refund is requested, there is a cancellation administration charge of 20% of the program fee applied.
Q: How do I reserve a facility?
A: Facility reservations are not available online but a schedule is able to see facility bookings/availability. To book a facility, please call the Recreation Clerk at 250-767-2133.
*Please note: Some municipal activities may not appear online, to ensure the facility is available, please consult with the Recreation Cashier.