Facility and recreation registration frequently asked questions

Refer to the guides below for help with completing common tasks using the new Vancouver Recreation sales portal.

• Sign in or sign up to the new portal PDF file (199 KB)
• Navigate your account PDF file (277 KB)
• Purchase a pass PDF file (238 KB)
• Renew a pass PDF file (156 KB)
• Register for an activity PDF file (185 KB)
• Request a facility reservation PDF file (422 KB)
• Request a facility reservation: Quick reservation PDF file (438 KB)

After logging into your account, Under the Payment and Order Management section, you may access the following information: 

• Auto-charge payments 
• Gift cards 
• Saved credit card(s)
• Transaction and payment history 
• Account payment details 
• Tax receipts

Visit your nearest community centre, or submit a request through Van311.

The fee is $35.00.

We accept: 

• Visa
• Visa-Debit
• MasterCard
• American Express
• Prepaid credit cards

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.

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 the yellow Sign in/up button on the main page
2. Under the Sign in button, click Join
3. Enter your email address
4. Fill in all the required fields marked with an asterisk (*)
5. Check off the box beside “I'm not a robot” and then click Submit
6. Await the confirmation email to finish setting up your account
7. Click the Activate Now button in your email to complete creating an account 

Information icon Remember to check your junk or spam folders if you do not receive the verify email.

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, submit a report through Van311.

Please do not create another customer account.

If you haven't registered online for an activity in more than a year, it's likely that your account has been deactivated and you will need to create a new one. Please click Create an Account at the top right corner of the page.

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. Click the Reset Password button in your email 
5. Create a new password and click submit.

Information icon Check your junk or spam folders if you do not receive the verification email notification.

Yes. When adding family members to your account, select the friend or relative option in the box labelled Role in Family in the personal information section.

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.

1. Log into your account.
2. Click Register for Activities at the top of the page.
3. Type in the name of the Activity or keyword into the search field. You may narrow your search results by using the When, Where, and Activities buttons below the search field. To remove a filter, click the X, or select Reset All to remove all filters. 
4. Once you have located the Activity, there are several ways to proceed: 

• You may register by clicking Enroll Now 
• Add the Activity to your Wish List by clicking the heart 
• View more information by clicking on the Activity Name 

Information icon A fully registered Activity will not have an Enroll Now button and will state it is Full. To add yourself onto to the waiting list, click the Activity Name and click the Waiting List button.

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. 

Information icon You may enroll more than one person under the profile you are registering. The price will be calculated based on the selected profile, however this can be adjusted by a cashier at the facility upon arrival.

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.

Yes. Click the Register for Activities and browse the activities offered on the Activity Search screen without selecting Add to Cart.

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.

After logging into your account, click My Wish List located at the top of your screen. From here you may view or remove an Activity by clicking the Heart. 

Information icon 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.

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

Contact the host site directly to request a refund and get information about refund policies.

Yes. Buy your pass online, go to your nearest community centre, swimming pool, or ice rink, and advise staff that you require a OneCard.

The staff will ask for a piece of government-issued photo identification. 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. 

While logged into your account, click Passes at the top of your screen. 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. 

If you do not see your OneCard on your account, submit a report through Van311.

After logging into your online account:

1. Click My Account 
2. Under Other Services, select Passes 
3. A summary of your Passes will display, including available uses left 
4. If you wish to view more, click the green button labelled View Details. This will display a more in-depth usage report including dates and times.

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.

After logging 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
2. Select your preferences (including family members) from the buttons located beneath View Family Members Schedule. Remember to click Apply after making your selections 
3. You may also choose how the schedule displays by using the Week or Month buttons, located on the right hand side.

1. Log into your account and click Manage Family Members.
2. Click Add a Family Member, fill out the required fields marked with an asterisk (*), and click Submit.
3. In order to assign "Role", click Edit Information and select from the drop-down menu titled Role in Family.

Information icon To select the birth year, click on the Month/Year until you have found the correct year of birth, and then locate the month and day. 

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 in, click Add New Family Member from the Participant dropdown
2. Fill out the required fields marked with an asterisk (*) and click Submit
3. You may Add to Cart or Register Another Participant 

If you wish to remove a family member, relative, or friend from your profile, submit a request through Van311.

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
   • Learn how to clear your cache in Internet Explorer External website, opens in new tab
   • Learn how to clear your cache in Chrome, Firefox, or Safari on a Mac External website, opens in new tab
   • See instructions for clearing cache on all popular browsers, including mobile devices External website, opens in new tab
2. Reload the page and try repeating the task

If you continue to experience technical difficulties, submit a report through Van311.

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 remove a family member, relative, or friend from your account

Let us know through Van311

Allow for 3 to 5 business days to receive a response.