• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: LOGIN: How do I log in to my account for the first time?
A: 1. Click on the Sign In button
2. On the login page, click Forgot your Password?
3. Enter the email address on 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 905-642-7529 ext. 0 for assistance.
Q: LOGIN: How do I create my customer account and how do I add a family member?
A: You must have an email address and be 18 years or older to create an account.

1. Please go to http://www.townofws.ca/en/recreation/resources/Documents/Request-to-Create-a-Family-Account.pdf and complete the ?REQUEST TO CREATE A FAMILY ACCOUNT FORM? or pick one up at the Whitchurch-Stouffville Leisure Centre at 2 Park Drive.

2.After the form is completed you can;
? Email it to leisure.services@townofws.ca
? Mail it to or drop it off at;
The Whitchurch-Stouffville Leisure Centre, 2 Park drive, ON, L4A 4K1
Q: LOGIN: I am getting "The email address was not found" error when trying to reset my password.
A: Please call 905-642-7529 ext. 0 for assistance.
Q: LOGIN: What should I do if I forget my password or get ?invalid password??
A: 1. Click on the Sign In button
2. On the login page, click Forgot your Password?
3. Enter the email address on 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.
Q: LOGIN: How many accounts should each family have?
A: Each family should have one, primary account, for all those living at the same address. The account should be created in the name of the primary contact for the family.
Q: REGISTERING: 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: REGISTERING: How do I register 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, and Debit

*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 keep a copy of your receipt for your records.
Q: REGISTERING: What will happen if I try to register for an activity that is full?
A: 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 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: REGISTERING: 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. If a space opens for that activity or additional sessions are added, you will 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.

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: REGISTERING: How do I know when I have successfully registered for a program, class, or activity?
A: You have successfully registered for a program, class, or activity when:

1. You see a message stating that your order or registration was completed successfully
2. You receive a confirmation email.
Q: PAYMENTS: Where can I get my receipts for filing my tax return?
A: For tax receipts, on or later than December 1, 2016:
Sign in to your account at www.townofws.ca/wsplayonline

1. Select My Account.
2. Select My Payment Receipts.
3. Select the receipts you need.
4. Receipts for transactions prior to December 1, 2016, please call 905-642-7529 ext. 0 for assistance.
Q: PAYMENTS: What types of payment are accepted?
A: Payments we accept in person: Visa, MasterCard, Debit, Cheque, Cash, Prepaid Gift Cards

Payments we accept online: Visa, MasterCard, Debit, Prepaid Gift Cards
Q: PAYMENTS: What is your policy on refunds?
A: If you withdrawal from a program or cancel a membership, you will receive a refund based on the program fee minus a $15 admin fee, per person, per program. Refunds will be cheque, credit on account or go directly to your credit card if that was the method of payment.

All refunds will be prorated from the time the refund request is received IN WRITING, which can be done by fax, mail, email, or in person. If your program gets cancelled, you will receive a FULL refund. Cancellation request forms are available at townofws.ca, under the Recreation> Registration link.

No refund will be granted:

- After a membership expires
- After week 3 or a program unless a medical note is presented
- For sessions not attended due to illness, weather, emergency or closures due to maintenance. If more than one class gets cancelled due to emergency or maintenance, where possible, make up classes or refunds will apply.
- If requests are received less than 5 days prior to the start of the first class (for Advanced Aquatic Leadership Courses)
Q: ACCOUNT MANAGEMENT: What should I do if my account is locked out?
A: Click on Forget your password? Resetting your password will unlock your account.
Q: ACCOUNT MANAGEMENT: 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

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, bookings and passes, hold down the Ctrl button while clicking each selection

9. Click View Schedule
Q: ACCOUNT MANAGEMENT: How do I saving a payment type to my account?s wallet?
A: 1. Sign into your account by clicking ?Sign In? and entering your login and password. If you do not have an account, one must be created. See ?How do I create my customer account??.

2. Scroll to the top right hand corner and click on the ?My
Account? link.

3. Click on the ?List Saved Credit Cards? link under the Account Activity section.

4. The following page will list any saved credit cards with their relevant information. Click {Add New} to enter a new saved credit card?s information.

5. Enter the credit card?s details such as Card Name, Number, Expiration, and Type. Click {Submit} once all fields are entered and your credit card will be saved.
Q: ACCOUNT MANAGEMENT: Ho do I change my account password?
A: 1. Sign into your account by clicking ?Sign In? and entering your login and password. If you do not have an account, one must be created. See ?How do I create my customer account?

2. Scroll to the top right hand corner and click on the ?My Account? link.

3. Click on the ?Change Your Password? link under the Account Settings section.

4. Under the Change Password section, you will need your Current Password in order to be able to change the current password. Complete the New Password and Re-enter New Password fields in order to change the password.

5. You can additionally create a security question under the Security Information site, for which you will complete the Answer and Re-enter Answer fields.

6. Click {Save} once all fields are complete.
Q: ACCOUNT MANAGEMENT: How do I pay off a balance online?
A: 1. Sign into your account by clicking ?Sign In? and entering your login and password.

2. Scroll to the top right hand corner and click on the ?My Account? link.

3. Click on the ?Pay on Account? link under the Payment Details section.

4. The next page will list any receipts on which there is an outstanding balance. Under the Payment Amount column, you can select a predetermined amount from the dropdown menu, or you can enter a custom payment amount in the field. Click {Continue} once the desired payment amount has been entered.

5. The following page will confirm the payment you are making. If you are satisfied with the entered amount, click {Continue}. The next page will provide another confirmation of the total balance as well as the amount you are paying. Click {Next} if you are satisfied with the values.

6. You will next see yet another confirmation in your shopping cart. If there are no additional transactions or changes to the Shopping Cart, click {Proceed to Checkout}. If necessary, review any waivers, check any acknowledgement boxes, and initial where necessary. Click {Next} once all terms and conditions have been met.

7. Enter the credit card or payment method information for how you wish to pay. Click {Pay and Finish} once this is complete, and the transaction will be processed. Click {View or Print Receipt} if you wish to view or print the receipt.
Q: TIPS: Have your login name and password ready
A: 1. Go to www.townofws.ca/wsplayonline
2. Click "Sign In?
3. Login with your email address and password
Q: TIPS: Pick your classes ahead of time
A: Select your classes or activities before registration starts and create a wish list. Keep in mind this doesn?t guarantee a spot. When registration opens, return to www.townofws.ca/wsplayonline and complete your transaction. It?s a good idea to have some backup classes just in case your preferred class is full.