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Answers to FAQs For Online Registration Customers
- Q: How do I create an account?
- A: 1. Click the yellow Sign In/Up button on the main page
2. Under the Sign in button, click Join
3. Enter your email address and fill in all the required fields marked with an *
5. Check off the box beside “I'm not a robot”. Click Submit
6. A confirmation email will be sent to you. Click Activate Now to complete creating an account. You must complete this process prior being able to use your account
*Remember to check your junk or spam folders if you do not receive the verification email. If you still do not see it, email recreation@vancouver.ca
- Q: How do I add activities to my Wish List?
- A: To add items to your Wish List, simply click the Heart Icon located in the activity description box. Once it turns red you have successfully added it. Click again to remove the activity.
On desktop:
To view or manage your Wish List, log into your online account, click My Wish List located on the top right of your screen to be redirected to your wish list page.
On a mobile device:
To view or manage your Wish List, log into your online account, scroll down and tap Other Service and then Manage Wish List. This will redirect you to your wish list page. To navigate to your account page, tap the 3 lines on the top left of your screen and then your name.
- Q: How do I add/remove family members, relatives or friends to my account?
- A: 1. Log into your account and click Manage Family Members. If using a mobile device, click the family name and then Manage Family Members.
2. Click Add a Family Member and fill out required fields marked with an * and click submit
Tip: to select birth year, click on the Month/Year until you have found the correct year of birth and then locate month and day.
3. In order to assign "Role", click Edit Information and select from the drop down menu titled Role in Family.
You may also add a new family member, relative or friend while completing registration by doing the following:
1. Once you have found the activity you wish to enroll into, click Add New Family Member from the Participant drop down.
2. Fill out required fields marked with an * and click submit. You may Add to Cart to complete the check out process or Register Another Participant.
If you wish to remove a family member, relative or friend from your profile, email recreation@vancouver.ca with your request. Include your full name, home address and phone number.
- Q: How do I reset my password?
- A: 1. Click the yellow Sign In/Up button on the main page
2. Click Forgot Your Password?
3. Enter the email associated with your online account.
4. An email will be sent to you shortly with a Reset Password button. Click to be redirected.
5. Follow the prompts to create a new password.
*Remember to check your junk or spam folders if you do not receive the verification email. If you still do not see it, email recreation@vancouver.ca.
- Q: How do I register for activities?
- A: After logging into your account:
1. Click Register for Activities at the top of the page. If using a mobile device, click the three lines at the top left of the page and select Register for Activities.
2. Type in the name of the Activity or keyword into the search field. You may further narrow down your search results by using the When, Where and Activities filter buttons below the search field. Click Apply. To remove a filter, click the X, or select Reset All to remove all filters.
3. After locating the activity, you may register by clicking Enroll Now, add the activity to your Wish List by clicking the heart icon, or view more information by clicking the activity name. If the site offers a waiting list, this is where you may add yourself or participant.
Please note, a fully registered activity will not have an Enroll Now button and will state it is Full. To add yourself onto the waiting list, click the Activity Name and click the Waiting List button.
- Q: How do I request a refund, or make changes to a registration?
- A: Please contact the host site directly to speak with staff who will be able to assist you with your request.
To find contact information please copy and paste the following link into your web browser: https://vancouver.ca/parks-recreation-culture/facilities-and-schedules.aspx
- Q: How do I find my transaction and Payment history? Can I access my Tax Receipts?
- A: After logging into your account, Under the Payment and Order Management section, you may access the following information:
Auto-Charge payments
Gift Cards connected to your customer account
Saved Credit Card(s)
Transaction and Payment History
Account Payment Details
Tax receipts
For receipts from 2015 and earlier, email recreation@vancouver.ca with your full name and full name of the individual you are seeking receipts for. Please indicate a year, if applicable.
- Q: How do I view or make changes to My Wish List?
- A: After logging into your account, click My Wish List located at the top right of your screen. You may view further details or modify your wish list. To remove an activity from your wish list, simply click the red heart. You may also enroll or add yourself onto a waiting list, if available.
If using a mobile device:
Upon logging into your account, scroll down and click Other Service. Select Manage Wish List. To remove an activity from your wish list, simply click the red heart. You may also enroll or add yourself onto a waiting list, if available.
Please note, adding Activities onto your Wish List helps you enroll with ease and removes the need to search for activities during the registration process, and does not guarantee you an enrollment into the activity.
- Q: How do I view a schedule of mine or my family's upcoming activities?
- A: Once logged into your account:
1. Click My Account and then “View Family Members Schedule”. This can be found at the bottom right side of your screen. If using a mobile device, scroll down and select the box with your family name. Proceed by clicking “View Family Members Schedule”.
2. Click the blue Family Members button and select the individual(s). Remember to click Apply when you have finished making your selections.
3. You may view the schedule by Week or Month. Please note, viewing the schedule in a monthly form is not currently possible on mobile devices.
- Q: I purchased a Flexipass or Usage Pass - 10 Visit online. How do I obtain a physical card?
- A: Bring a piece of Government Issued photo ID to your nearest Community Centre, Swimming Pool or Arena and advise staff you require a OneCard. Your photo will be taken and a physical card will be provided to you. This card needs to be presented each time you visit a Fitness Centre, Swimming Pool or Ice Rink.
To find your nearest facility, please copy and paste the following link into your web browser: https://vancouver.ca/parks-recreation-culture/recreation-facility-hours.aspx
- Q: How do I reload my OneCard? How do I turn off the Auto-renewal on my Flexipass?
- A: While logged into your account, click Passes at the top of your screen. If using a mobile device, click the three lines on the top left corner and select Passes.
You may search by pass name, use the filters at the top to narrow results, or scroll until you find the correct pass. You may click Enroll Now to add to your cart and proceed with the pass sale or click the name of the pass to view further information.
To remove the Auto-renewal on your Flexipass, please email recreation@vancouver.ca with your OneCard number.
If you have an existing OneCard but do not see it on your account, email recreation@vancouver.ca with your full name and OneCard number for further assistance.
- Q: How do I view my OneCard usage, including how many visits I have left?
- A: After logging into your online account:
1. Click Other Service and select Passes.
2. A summary of your pass will display, including how many visits left on a 10 visit pass.
3. If you wish to view more, click the green View Details button. This will display a more in-depth usage report.
If using a mobile device:
1. Scroll down and click Other Service and select Passes.
2. A summary of your pass will display, including how many visits left on a 10 visit pass.
3. If you wish to view more, click the green View Details button. This will display a more in-depth usage report.
To remove the Auto-renewal on your Flexipass, please email recreation@vancouver.ca with your OneCard number.
If you have an existing OneCard but do not see it on your account, email recreation@vancouver.ca with your full name and OneCard number for further assistance.
- Q: How can I see if I have a credit on my account or an outstanding balance?
- A: On your My Account page, look for the box labelled Balance. This is where you will see any outstanding balances as well as any credits on account.
If using a mobile device, once logged into your account, there will be a box labelled Balance. This is where you may view any outstanding payments or credits on your account.
For further information regarding a credit or outstanding payment, please contact the host site directly.
- Q: Where are dates posted for upcoming registration?
- A: To view upcoming City-wide Swim registration, City-wide Skate registration as well as Community Centre registration, please copy and paste the following link into your web browser: https://vancouver.ca/parks-recreation-culture/recreation-registration-dates.aspx
If you do not see a date listed, please contact the host site directly. To locate the contact information please copy and paste the following link into your web browser: https://vancouver.ca/parks-recreation-culture/facilities-and-schedules.aspx
- Q: The issue I am experiencing wasn't listed. How do I get help with other common issues?
- A: For any of the following issues or requests:
You are locked out of your online account
You have duplicate profiles that need to be merged
You wish to close your account
Your OneCard is not displaying on your online account
You wish to stop the auto-renewal of your Flexipass
You wish to remove a family member, relative or friend from your account
Other/Not listed
Please email recreation@vancouver.ca with the following information:
Your full name
Home Address
Phone Number
OneCard number (if applicable)
The specific issue you are experiencing
Please allow for 3-5 business days to receive a response.
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