• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: I forgot my password. How do I reset it?
A: Click on the words "Sign in" that are found on the top right hand corner of this page or the home page page. You will then be taken to the sign-in page. Once there, click on the "forgot my password" link and follow the instructions to reset your password.
Q: If I don't find the answers I need here who do I contact?
A: For more information and assistance you can contact any of our facilities below or email us at recreation@saanich.ca

Cedar Hill Recreation Centre: 250-475-7121
G.R. Pearkes Recreation Centre: 250-475-5400
Gordon Head Recreation Centre: 250-475-7100
Saanich Commonwealth Place: 250-475-7600
Cedar Hill Golf Course: 250-475-7150
Parks Department: 250-475-5522
Recreation Administration: 250-475-5422
Q: If I was a previous Saanich customer do I need to set up a new account?
A: Previous Saanich customers who have registered in the past on our old registration system should not need to set up a new account. However your Barcode and PIN number have not been transferred to our new system and different log in credentials are used.

Login name: Your login name is the email address associated with your account

Password: Your password will need to be set up/reset before you can log in. You can do this from any page on the RecOnline site.

1. Click on the Sign In button
2. On the login page, click Forgot your 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, please call us for assistance.

Please do not create another customer account.
Q: How do I create my customer account?
A: You must have an email address and be 13 years or older 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, these fields are denoted with an ?*?. When you are finished, click Create Account. (If you are adding a family member to your account, click Create Account and Add Family Member.)
3. Please submit your request only once.
4. An email will automatically be sent to you after submitting your request for an account. Please keep it for your records.
Q: What if I get an "invalid login name or password" error when signing into my account?
A: What if I get an "invalid login name or password" error when signing into my account?
Invalid login name

You may have an invalid login name if:
1. Your email address was inputted incorrectly.
2. The email address you used to create your account is different than the one you are using now.

If your account was deactivated or you re-entered the login information and it didn't fix the problem, please contact us for assistance before creating a new account

Invalid password
If the password is invalid:
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, please contact us for 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 fields and click Save
3. Repeat the process for each family member/friend/relative you add
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 course name in full or in part in the blank text box or leave it blank and click Search to see all activities. You can refine your search using the filters:
- Location
- When
- Categories
- Ages

If you have a problem finding the activity, clear all the filters and try again.

Tip: If searching for a child or more than one child with different ages use the Age Range search field at the bottom of the search filters. This will widen your search and provide you with more choices.

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)
4. 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 isn't listed, click on the Create a new Family Member and add them to the list.)
5. Click Next
6. Review the fees and click Proceed to Shopping Cart

Tip: Add another participant to the activity or add an activity to your cart and continue shopping by clicking on the appropriate links.

7. Review and confirm your shopping cart items.
8. To remove activities from your cart:
- Edit or remove the participant
- Add another participant, or view more activities
- Add them to your cart
9. Click Proceed to Checkout
10. Complete the payment information fields. We accept:
- Visa
- MasterCard
- American Express
10. Click Next to proceed with payment on our secure site
11. Complete and agree to any required waiver(s) and age requirements

Once your payment has been approved, your receipt will appear onscreen. Please print a copy for your records.
Q: What will happen if I try to register for an activity that is full?
A: What will happen if I try to register for an activity that is full?
You won't be able to register for a course 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 and later by email. 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: 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 difference 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 first and sometimes follow up with an email.

More
Courses that are similar are grouped into this button. For example, clicking More will take you to a page with similar activities that have possibly different times and dates.
Q: How can I withdraw from a course?
A: Once you have completed your transaction, you cannot electronically withdraw from the course. Please call or visit any of our Saanich Recreation Centres. These requests along with requests that result in a financial transaction can not be made by email.
Q: What happens if I have an outstanding balance or credit on my account?
A: Outstanding balances must be paid in full for any registration transaction to be completed. This can be done online, over the phone or in person with a recreation centre or during the payment process during an online registration.

If you have a credit on your account, you may choose to apply that credit to your current transaction.
Q: Where can I get copies of my receipts?
A: Copies of receipts prior to Feb 20th, 2018 can be received by contacting any or our Recreation Centres.

Receipts after this date can be retrieved from your online account:

1. Sign in to your RecOnline account .
2. Select My Account.
3. Select My Payment Receipts.
4. Select the receipts you need.
Q: What is Saanich's Refund Policy?
A: Saanich Recreation Services will issue a full credit or refund, less program supply fees, if the request is received prior to the 1st lesson. Pro-rated credits & refunds requested after the 2nd lesson will be granted in the case of illness supported by a doctor's note, or for compassionate reasons. One & two day programs & day camps require 72 hours notice for credit or refund requests. Credits are valid for one year from date issued. Refunds in the form of a cheque, will be processed within 10 working days after the original cheque payment has cleared. Credit card refunds must be issued to the same credit card used for the original purchase. ALL WITHDRAWAL REQUESTS ARE TO BE MADE THROUGH OUR RECREATION CENTRES IN PERSON OR BY PHONE.
Q: How do I change or update my account information?
A: Login to your account and manage:
- Personal information (address and contact information)
- Add/edit family member/friends on your account
- Change your password
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 to view your account information
3. Under Account Activity, click on My Schedules
4. Under Family Member Schedule Criteria, select the Date From and 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 button to move the name to the Selected Family Members list
Select the schedule you want to view in the Available Schedule Details list
7. 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, bookings and passes, hold down the Ctrl button while clicking each selection

8. Click View Schedule
Q: How do I add family members/friends/relatives to my account?
A: You may add family members/friends/relatives in three ways:
1. When you create your account
When you finish creating your account, click on Create Account and Add Family Member. Complete the fields and click Save. Repeat the process for each family member/friend/relative to be added.

2. When registering for an activity
Add one or more family members/friends/relatives during the enrollment process. In the Assign Participant box click on Add Family Member and complete the fields. Click Save. Repeat the process for each person to be added.

3. In My Account options
- Login and click My Account at the top right corner of the page
- Under Account Settings, click on Change or Add a Family Member/Friend link
- Click on Add New Family Member and complete the fields
- Click Submit

If you want to add more than one person, click on Submit & Add Family Member.
Q: How can I remove a family member/friend/relative from my account?
A: Contact our friendly staff to remove someone from your account.