Facility and recreation registration frequently asked questions

Payments

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For fall 2015 tax receipts:
1. Sign in to your account at recreation.vancouver.ca.
2. Select My Account.
3. Select My Payment Receipts.
4. Select the receipts you need.
We accept:
- Visa
- Visa-Debit
- MasterCard
- American Express
- Prepaid credit cards

Account creation and login

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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. When you are finished, click Create Account. (If you are adding a family member to your account, click Create Account and Add Family Member.) Please submit your request only once.
3. An email will automatically be sent to you after submitting your request for an account. Please keep it for your records.
Invalid login name

You may have an invalid login name if:
- You haven't registered online for an activity for more than a year. It's likely that your account has been deactivated.
- Your email address was inputted incorrectly.
- 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, create a new account by clicking Create an Account at the top right corner of the page.

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 call 3-1-1 for assistance.

Please do not create another customer account.
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 3-1-1 for assistance.

Please do not create another customer account.
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
The registration and reservation online system works best on the following.

Web browsers
- Internet Explorer: version 10 or 11
- Google Chrome: latest version
- Apple Safari: On iOS devices
Operating systems
- Microsoft Windows: Windows 7, 8, and 8.1
- Apple iOS: Operating system 8.1 (registration module only)
You can use other browsers and operating sysems but you may run into issues.

Registering for a program, class, or activity

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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 keyword in the blank text box or leave it blank and click Search to see all activities. You can refine your search using the filters:
If you have a problem finding the activity, clear all the filters and try again.

Tip: Click on an activity name or Quick View to see more detailed information.
1. Select the activity and click Add to Cart
2. Log into your account ( If you are already logged into your account, this window won't appear):
  1. 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.)
  2. Click Next
3. 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.
4. Review and confirm your shopping cart items. If you are using a gift card, enter the number in the gift card number field and click Apply.
  
  To remove activities from your cart:
1. Click Proceed to Checkout
  1. Complete the payment information fields. We accept:
    
    Visa
    
    Visa-Debit
    
    MasterCard
    
    American Express
    
    Prepaid credit cards
  2. Click Next to proceed with payment on our secure site
    
    Complete and agree to any required waiver(s) and age requirements
2. Once your payment has been approved, your receipt will appear onscreen. Please print a copy for your records.
1. Select the name of the person to register for the activity
2. Click Next
3. On the Select Fees screen, click Register Another Participant for this Activity below the Proceed to Shopping Cart button
Use this process to register as many participants as needed.
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.
An incomplete entry in your shopping cart can mean different things. You may have selected a course where you did not meet a certain requirement: age, skill, pre-requisite, etc.

You can fix an incomplete entry in two ways:
1. The specific reason your entry is incomplete is always provided on the screen where you select the participant. Click Edit to start the enrollment again; this will take you back to the select participant page where specific error messages are listed.
2. Click Remove to the left of the error message and start over. The specific error will be listed on the page where you select the participant.
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.
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 from Vancouver Recreation

Refund policies

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Location	Admin fees	Refund/ cancellation policy	Exceptions/ notes
Britannia Community Services Centre	$5 (for day camps)	Refund if requested 48 hours prior to the second class No refunds after second class	One week (7 days) prior to the start of workshops and outing, get a full refund Less than seven days notice prior to the start of workshops and outing, no refunds will be given
Coal Harbour Community Centre	$5 (per course, for programs over $20)	Refund prior to program start Prorated refund from request date Refunds for all day camps must be requested at least 7 calendar days prior to the first day of camp every week.	48 hours advance notice required for bus trips and workshops 14 days notice required for birthday parties
Creekside Community Recreation Centre		Refund prior to program start Pro-rated once program has begun Refund for remaining classes if requested 48 hours prior to the start of the next class	Two full weeks advance notice required for birthday parties
Dunbar Community Centre	$10 (per course)	Refund if requested 48 hours prior to the start of the second class (call community centre for exceptions) Refund if we cancel a program (no processing fee)	48 hours notice for one and two day workshops, special events, and outtrips One week notice for Outdoor Sports 7 Hikes and birthday parties Youth programs may have exceptions in the course description
False Creek Community Centre	$5	Refund if requested 24 hours prior to program start Pro-rated refund if request made 72 hours prior to the third class once the program has begun No refunds are provided after these deadlines without a medical note	Special events, one-day workshops, out trips, birthday parties, day camps, and waterfront programs: refund if requested 7 days prior to program starts Tennis programs: refund if requested 72 hours prior to program starts
Hastings Community Centre (including Templeton Park Pool multipurpose room HCA programs)	$10 (per course)	Refund if requested 48 hours prior to program start Pro-rated once program has begun (admin fee)	30 days notice in writing for licensed preschool and out of school care 10 days notice for withdrawals and transfers of all seasonal day camps (admin fee applies)
Hillcrest Community Centre	$4 (per course)	Refund if program cancelled or altered Refund if requested 48 hours prior to the start of the second class (call community centre for exceptions)	Seven days notice for week-long programs Refunds made for cheque payments may take up to 14 days
Kensington Community Centre	$5 (per course)	Refund 48 hours prior to the third class	48 hours notice for all workshops, out trips, and special events Refer to your registration receipt for childcare programs Seven days notice for daycamp programs
Killarney Community Centre	$5 (excluding rink and pool activities) $2 transfer fee (additional)	Refund if program cancelled Refund five days prior to program start Prorated refund from request date No refunds or transfers after second class No refunds for one and two-day programs Transfer requests received after first class, will be charged price of one class	Contact the office for special events, bus trips, licensed childcare, out of school care, daycamps, or birthday parties refund/transfer policies.
Mount Pleasant Community Centre	$3 (per course)	Refund 48 hours prior to the second class Refund if program cancelled or date and time changes	48 hours advance notice required for workshops and one session programs Refunds will be issued based on the original method of payment. Some programs are exempt from the refund policy, such as 3 Corners Daycare, preschool, out of school care, and seasonal daycamps. Please contact the community centre for more information.
Renfrew Park Community Centre	$5 (per person, session, and weekly program)	Refund prior to start of class (sessional program) No refunds after second class (sessional program)	Refunds must be done in person or over the phone Refund requests for classes (sessional programs) must be made during community centre office hours one day prior to class starting Refund requests for bus tours, one and two day programs, and weekly camps must be made during community centre office hours two days prior to program starting Refund after second class when you supply a medical note with your cancellation request Contact the office for room rental, birthday party, badminton court rental, and licensed preschool refund/transfer policies
Roundhouse Community Arts and Recreation Centre	$10 refund fee (for programs over $20) $5 transfer fee (for programs over $20)	Refund 24 hours prior to program start (less admin fee) Prorated refund from request date No refunds after the second class	Seven days notice for tennis lessons and daycamps 10 days notice for birthday party refunds 72 hours notice for refunds for special events, workshops, woodworking, cooking, bus tours, and knitting/crochet programs
Strathcona Community Centre	$5 (per person)	Refund prior to program start date Pro-rated once program has begun
Sunset Community Centre	$5 (per person and course)	Refund and transfer must be requested at least 48 hours prior to the start of the second class. If the first class has been attended, the refund will be pro-rated (first class will be deducted from the refund). No refunds thereafter. No refunds if you register after the 2nd class.	Refund requests for specialty programs (daycamps, cooking classes, luncheons, personal training, special events, and workshops) must be submitted seven days prior to the first scheduled class Birthday party refunds and transfers must be made fourteen days prior to schedule party Cash and debit card refunds will be returned by cheque Refunds on credit card will be refunded back on the same card
Thunderbird Community Centre	$4 (general admin fee) $8 (day camp admininstration fee) $25 (birthday party admin fee)	Refunds prior to second class Pro-rated once program has begun	Refund after second class when you supply a medical note with your cancellation request Refunds under $5.00 will be issued as credits
Trout Lake Community Centre	$5 (per person and program)	Refund 24 hours prior to completion of the second scheduled class Pro-rated once program has begun Refund if program cancelled Refund seven days prior to start of personal training, workshops, and all camp programs Refund 14 days prior to start of birthday parties	Refund when you supply a medical note with your cancellation request Refunds will be returned by method of payment, with the exception of cash. Cash refunds will be returned by cheque and may take up to 14 days.
West End Community Centre (Barclay Manor)	$5 (per course, for programs over $20)	Refund prior to program start Prorated refund from request date Refunds for all day camps must be requested at least 7 calendar days prior to the first day of camp every week.	48 hours advance notice for bus trips and workshops 14 days notice for birthday parties
West Point Grey Community Centre	$5 (per course)	Refund prior to program start Prorated refund from request date	48 hours advance notice for one- and two-day workshops and programs, special events, and day trips Two weeks advance notice for birthday parties and private music lessons

Location	Product	Refund/ cancellation policy	Exceptions/ notes
All Park Board fitness centre locations	Flexipass and 10-visit pass	Pro-rated refunds (based on sliding scale)	Passes can be suspended once per year (for a minimum of two weeks; maximum six months); notice must be given in advance of the desired suspension period
All Park Board fitness centre locations	Personal training	Purchased sessions must be used within six months Training session cancellations require 24 hour notice; contact your trainer directly	Refunds/extensions can be provided at the fitness programmer’s discretion
All Park Board indoor cycling programs	10 strip tickets	Full refund with unused tickets
Hastings Fitness Centre		One- and three-months and one year passes are non-transferable and non-refundable	Passes can be extended once per year due to illness, injury or travel (from two weeks up to three months)
Strathcona Fitness Centre		All passes are non-transferable and non-refundable	Refunds/extensions can be provided at programmer's discretion
West Point Grey Fitness Centre		10-visit cards expire one year after date of purchase

Location	Administration fees	Refund/cancellation policy	Exceptions/ notes
All Vancouver swimming and skating lessons	Not applicable	Full refund five days or more prior to program start Partial refund within four days of program start or before second class No refund after second class	No refunds on single session programs Transfers possible prior to second class

Location

Administration fees

Refund/cancellation
policy

Exceptions/
notes

All Vancouver swimming and skating lessons

Not applicable

Full refund five days or more prior to program start

Partial refund within four days of program start or before second class

No refund after second class

No refunds on single session programs

Transfers possible prior to second class

Location	Administration fees	Refund/cancellation policy
Britannia Community Services Centre		Full refunds given if cancellation received 72 hours prior to rental Discretionary deposit ranges from $50 to $250
Coal Harbour Community Centre	$50	For rentals happening during prime time months (May-October): Cancellation requests must be received in writing and require a minimum of 90 days' notice to receive a refund of fees paid, less a $50 administration fee. Cancellation requests received within 90 days of the rental will result in a forfeiture of the damage deposit. For rentals happening outside of the prime time months (November-April): Cancellation requests must be received in writing and require a minimum of 14 days' notice to receive a refund of fees paid, less a $50 administration fee. Cancellation requests received within 14 days of the rental will result in a forfeiture of the damage deposit.
Creekside Community Recreation Centre	$25	60 days notice in writing, get full rental refund 30 days notice in writing, get 50% of rental fee Less than 30 days notice, no rental refund given
Dunbar Community Centre		Notify the community centre at least three days before the rental date for refund No refund will be given if you cancel the rental less than three days before the rental date If the you deliberately, negligently, or innocently misrepresent any information required by the agreement, the agreement will be immediately cancelled. The community centre reserves the right to cancel a rental when necessary without notice to the applicant or rental group. The community centre will refund all monies paid for the rental. The community centre reserves the right to place your activity in equal or better facilities. The rental supervisor is empowered by the community centre to terminate the rental if unsafe or illegal acts are committed by the group.
Hastings Community Centre (including Templeton Park Pool multipurpose room programs)	$10	Full refund with14 days or more notice for meeting and parties Refund with forfeiture of any damage deposit plus administration fee within 14 days of notice for meeting and parties Full refund with 72 hours or more notice for after hours gym rentals No refund or credit if provide less than 72 hours notice for after hour gym rentals
Strathcona Community Centre		Full refund with 48 hours notice before the rental date No refund if provide less than 48 hours notice before the rental date
Trout Lake Community Centre	$25	Cancellation requests must be received in writing or by email to troutlakecc@vancouver.ca and require a minimum of thirty (30) days’ notice to receive a refund of fees paid, less a $25 administration fee Cancellation requests received less than thirty (30) days’ notice before the event will receive a refund (75% of the rental fee paid)
West End Community Centre (Barclay Manor)	$50	Full refund with 14 days or more notice in writing Refund with forfeiture of damage deposit with cancellations within 14 days of rental date

OneCard

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Managing my account

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Login to your account and manage:
- Personal information (address and contact information)
- Add/edit family member/friends on your account
- Change your password
On your computer:
1. Click on Forget your password?. Resetting your password will unlock your account.
On your mobile device (e.g. smartphone or tablet):
1. Click on Forget your password? (The Forgot Password pop-up window for entering your email address is off to one side of my screen.)
2. Pinch and zoom out of the parent Login page to show the full, white Forgot Password pop- up box.
3. Type in your email address and click Submit. (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.
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
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
  1. Login and click My Account at the top right corner of the page
  2. Under Account Settings, click on Change or Add a Family Member/Friend link
  3. Click on Add New Family Member and complete the fields
  4. Click Submit
  If you want to add more than one person, click on Submit & Add Family Member.

Technical difficulties

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The registration system may be over-burdened by a sudden influx of users, or it may be having trouble with your browser. This issue will usually correct itself with the following steps:
1. Clear your internet browser cache and cookies
2. Reload the page and try repeating the task
If you continue to experience technical difficulties, please contact 3-1-1 for support.

Facility and recreation registration frequently asked questions

Payments

Where can I get receipts for transaction that took place over a year ago?

Where can I get receipts for transactions that took place before the fall 2015 season (before September 2015)?

What is the fee for returned cheques (non-sufficient funds)?

What types of payment are accepted?

Account creation and login

How do I create my customer account?

I get an "invalid login name or password" error when signing into my account.

I am getting "The email address was not found" error when trying to reset my password

What should I do if I forget my password?

Can I add a friend or relative to my account?

How many accounts should each family have?

Which browsers and operating systems are supported?

Registering for a program, class, or activity

How do I register for an activity?

How do I register multiple participants for the same activity?

What will happen if I try to register for an activity that is full?

What are incomplete entries and how do I fix them?

Can I view activities without registering?

What is the difference between the wish list, waitlists, and more buttons?

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

Refund policies

How do I request a refund?

What is the refund policy if I cancel my participation in recreation program/activity?

What is the refund policy if I cancel my Flexipass, 10-visit pass, personal training session, or 10-strip tickets?

What is the refund policy if I cancel my participation in a swimming or skating lesson?

What is the refund policy if I cancel my facility rental reservation?

OneCard

Can I buy passes if I don't have the OneCard?

How do my online purchases get loaded to my OneCard?

Managing my account

How do I change or update my account information?

What should I do if my account is locked out?

How can I view a schedule of my family's upcoming activities?

How do I add family members/friends/relatives to my account?

How can I remove a family member/friend/relative from my account?

Technical difficulties

The registration system is timing out or logging me off unexpectedly. What should I do?