ActiveNet questions

You must have an email address and be 13 years or older to create an account.

If you're 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.

Follow these steps to sign up:

1. click on Create an Account in the upper right corner of the page
2. fill in the information (some fields are required)
3. when you're done, click Create Account
   • if you want to add a family member to your account, click Create Account and Add Family Member
   • please create one account per family
4. you'll automatically get an email after you create the account, please keep it for your records

You may have an invalid login name if:

• you haven't registered online for an activity for more than three years
• there was an error in your email address
• 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.

If you forget your password or get an invalid password error, follow these steps:

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're still getting an error, please contact your local community centre, or indoor pool for help. Please do not create another customer account.

If you haven't registered online for an activity in more than three years, 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.

Yes. To add family members to your account:

1. go to the personal information section
2. select the friend or relative option in the box labelled "Role in Family"

Each family should have one 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 systems but you may run into issues.

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:
   • Where
   • When
   • What

If you have a problem finding the activity, clear all the filters and try again. You can find more detailed information about an activity by clicking on the activity name or quick view button.

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)
3. 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.)
4. Click Next
5. 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.

1. Review and confirm your shopping cart items.
2. Click Proceed to Checkout
3. Complete the payment information fields. We accept:

• • VISA
  • MasterCard
  • American Express

1. Click Next to proceed with payment on our secure site
2. Complete and agree to any required waiver(s) and age requirements

Once your payment has been approved, your receipt will appear onscreen. Please print a copy for your records.

To register multiple participants for the same activity:

• Select the name of the person to register for the activity
• Click Next
• 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 within 24hours, 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. Please note that 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:

• 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.
• 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:

• Log into your account
• Click Register for Activities
• In the activity search page, search for the activity
• Click on the activity under the Name column
• 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:

• You see a message stating that your order or registration was completed successfully
• You receive a confirmation email from the City of Kitchener

Sign in to your account at www.kitchener.ca/activenet 

• Select My Account.
• Select My Payment Receipts.
• Select the receipts you need.

We accept:

• VISA
• MasterCard
• American Express

• A 100% refund will be given if you withdraw from a program more than 7 days before the first day of the program.
• NO REFUND will be given if a request to withdraw is made less than 7 days prior to the first day of the program (exceptions may apply see below).
• Refunds will only be given in the same form as payment made.
• Cash refunds over $20.00 will be refunded by cheque.
• If credit is left on an account, the credit will expire after three years.
• PLEASE NOTE: Certain programs/activities (including single visits) may have its own specific refund policy. Please review the activity descriptions and/or notes carefully.
• PLEASE NOTE: Full refunds for Summer Camps are only available for cancellations received before June 15. Refunds for cancellations to these camps made after June 15 are available for special circumstances (e.g. medical, transfers) as authorized by the program coordinator.

If you have any questions please contact the city facility associated with the program.

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:

• Click on Forget your password. Resetting your password will unlock your account.

On your mobile device (e.g. smartphone or tablet):

• Click on Forget your password? (The Forgot Password pop-up window for entering your email address is off to one side of my screen.)
• Pinch and zoom out of the parent Login page to show the full, white Forgot Password pop- up box.
• Type in your email address and 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.

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:

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.

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.

In My Account options

• Login and click My Account at the top right corner of the page
• Under Account Settings, click on Change or Add a Family Member/Friend link
• Click on Add New Family Member and complete the fields
• Click Submit

If you want to add more than one person, click on Submit and Add Family Member.

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:

Clear your internet browser cache and cookies

Reload the page and try repeating the task

If you continue to experience technical difficulties, please contact 519-741-2907 for support.