• Frequently Asked Questions

Answers to FAQs For Online Registration Customers

Q: How do I access my online account?
A: - click on Forgot my Password and follow the directions
- You must have your current email address on file at YMCA Northumberland either at Cobourg or Brighton branch in order to gain access online. Call us at (905) 372-0161 to have your email registered
Q: How do I create my Customer Account?
A: 1) Click on the Create an Account link (located top right or under the blue 'Sign In' button).

2) Fill out 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.
Q: What should I do if I forget my password?
A: On the Login page, select “Forgot your password?” and key in the email address you provided when creating your account. Your temporary password will be emailed to you.

*Please DO NOT create another Customer Account.
Q: What should I do if my account is locked out?
A: On the Login page, select “Forgot your password?” and key in the email address you provided when creating your account. Resetting your password will unlock your account.
Q: How many accounts should each family have?
A: We recommend that each family establish one account with login credentials. Create the account in the name of a head of household and then add all family member names underneath the head of household after it has been established.
Q: How do I change information on my account?
A: Once logged into your Customer Account, select “My Account” to display account setting options. Here you can change your password, personal or address information. You can also change the information about any other members on your account.
Q: How do I add family members to my account?
A: There are a few ways to add family members to your Customer Account:
1. Online:
i. IF YOU HAVE NEVER BEEN TO YMCA NORTHUMBERLAND: New Account – create your Customer Account providing head of household contact information. Then select “Create Account and Add Family Member” to add all family members to your account.
ii. Existing Account – once logged in, select “My Account > Account Settings > Change Information about Family/Friends > Add New Family Member”.
iii. While Registering - select “Create a new Family Member” when selecting the course participant.
2. Visit one of YMCA Northumberland’s facilities in person; Cobourg or Brighton.
Q: Can I remove a family member from my account?
A: Removing people from an account requires support from our staff. Please call (905)372-0161 to make this request.
Q: How do I put my membership on hold or cancel it?
A: Staff can help you with that at either the Cobourg or Brighton Branch.
Q: What forms of payment are accepted?
A: Online registrations must be paid for by credit card (Visa, MasterCard, Discover Card, or American Express) or by an already purchased gift card.
Once you have paid, you can choose to save your card information for future transactions. Please review the posted “Saving Credit Card Security Guarantee”.
In-person registrations can be paid with cash, cheque, Visa, MasterCard, American Express, Discover Card, debit or gift card.
Q: Is my credit card number and personal information safe?
A: Yes. Your information is encrypted using a Secure Socket Layer (SSL) encryption technology, the highest form of encryption generally available to the public. If the website is secure, the web address will begin with https://. It is the same type of security that all of the major online e-commerce websites use. All credit card transactions are encrypted and secure.
Q: How can I get copies of my receipts?
A: Log into your Customer Account, select “My Account” > “Account Activity” > “Transaction History”. Select the transaction of your choice to view or print the receipt.
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.

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?
A: You can view your transaction history and print your receipts once your Customer Account with login credentials 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: What happens if I have an outstanding balance or credit on my account?
A: Outstanding balances can be paid in full prior to registering for an activity. If you have a credit on your account, you may choose to apply that credit to your current transaction. If the credit on your account is large enough to cover your current transactions, you will not be required to make a payment.
Q: Why are some activities not available for registration through online registration?
A: There may be registration requirements. If you cannot find the activity you’re looking for online, call or come into the YMCA in person.
Q: My child is not in the age range required for an activity. Are there exceptions?
A: To make an exception request, please come to your YMCA in person.
Participants in any swim activities must be the minimum age by the start date.
Q: How do I register for an activity that has already started?
A: You are likely able to register after an activity has started. Some activities have attendance requirements, so late registration would not be available.
Q: Will I be contacted if space becomes available in an activity where I am waitlisted?
A: You will be contacted when/if space becomes available. At that time, you can choose to register for the activity or decline the available space. Payment (if necessary) will be required to confirm your space at this time. If we leave a message for you, you will be asked to register before a very specific date and time. If you have not registered by that date and time, the space will be offered to the next waitlisted person.
Q: 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 Email 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: The activity I am interested in is full. How do I get on a waitlist?
A: From the Activity Search page, there are two paths to add your name to an activity's wait list:
1. Fee and Action column
When you select “Check details for fees”, the “Add to Waitlist” button displays in the lower left corner. Select the participant, provide any additional information and proceed to checkout. You will receive an email confirming your placement on the waitlist.
2. Activity Name column
When you select “Quick View” or the activity name, the “Add to Waitlist” button displays in the lower left corner. Select the participant, provide any additional information and proceed to checkout. You will receive an email confirming your placement on the waitlist.

*Please Note: Placement on a waiting list does not guarantee a spot in the Activity.
Q: The registration system is timing out or logging me off unexpectedly. What should I do?
A: This issue will usually correct itself if you clear your internet browser cache and cookies.
For further information, please use Google to search how to clear your cache.
Q: Which browsers and operating systems are supported?
A: Web Browsers
- Internet Explorer: version 10 or 11
- Google Chrome: latest version
- Safari: on iOS devices
Operating Systems
- Microsoft Windows: Windows 7, 8, 8.1 and 10
- Apple iOS: Operating system 8.1
You can use other browsers and operating systems but the quality of your experience may be impacted.
Q: Activity Terms and Conditions
A: - Transfers and withdrawals can be completed by phone or in person. To transfer or withdraw from an activity, please call (905)372-0161 or visit one of our in-person registration locations; Cobourg or Brighton.
- Transfer requests between activities for the same participant within the same session or to an earlier session will be accommodated where possible.
- If you transfer to an activity with a higher fee, you will be required to pay the difference. If the activity is of a lesser fee, you will receive a refund based on the original form of payment.
- Method of refund is determined by original payment.
- Original payments by credit card are refunded back to the same credit card.
- Original payments by debit card are refunded to debit card when requested in-person or by cheque processed by (905)372-0161.
- Original payments by cash or cheque are refunded by cheque.