Program registration and assistance

Suburbs

Important news

Our new online program registration system - ACTIVE Net - is now live! The new system will allow you to:

  • Register for programs using your email address (no more worrying about a PIN and Family ID)
    • Find the programs you're looking for easily with its better search function
  • Experience fewer delays on those prime registration days due to overloaded servers
  • Effective for the 2017 and subsequent taxation years, both Children’s Fitness and Arts Tax credits have been eliminated. Please visit Canada Revenue Agency's website for more information. 

Registration dates:

Register for these programs online through Active Net!

Activate your account now

Set up your account now to avoid registration delays. Registration for winter 2018/2019 programs starts Tuesday, Nov. 20 at 8:30 a.m.

Existing accounts

If you have registered for programs over the past three years and/or have a WEBreg account:

  • Step 1: Go to www.kitchener.ca/activenet.
  • Step 2: Click on 'Sign In'.
  • Step 3: Click on 'Forgot Password' and enter your email address to have your login information sent to you.

If you have an account but it's not accepting your email, please call 519-741-2907 or drop into a community centre near you.

New customers

If you've never registered for a City of Kitchener program (or it's been longer than three years) you'll need to create a new account:

  • Step 1: Go to the new online site.
  • Step 2: Click on 'Create Account'.
  • Step 3: Complete your information!

If you have any questions, please don't hesitate to email us or call 519-741-2907.

Tips to help you have a great online registration experience

With the registration system, you can:

  • Register for camps and programs at community centres, arenas, and pools
  • Look up facility information
  • View upcoming registration dates

1. Have your login name and password ready

New to the online system?

Please note: The new system requires you to have an email address to access your account.

If you are enrolling children or family members, you will need to add them to your account for registration. If you do not set up children or family members when creating your account, there is an opportunity to do so at any time under "My Account".

2. Pick your classes ahead of time

Create a Wish List to add programs or activities before registration starts. When registration opens, log into your account and complete your transaction.

Please note: this does not guarantee a spot in the program. It's also a good idea to have some backup classes just in case your preferred class is full.

Questions?

You've got questions, and we've got answers:

  • View our list of frequently asked questions below.
  • Ask at your community centre for assistance with any website or registration questions.

Frequently asked questions

Account creation and login

How can I activate my existing (WEBreg) account?

If you have an email associated with your current account you'll receive an email when ACTIVE Net goes live with instructions on how to access your existing account. Please do not set up a new account if you have an existing account. If you have an account and have accessed it within the last three years, but your email address is not on file, you can contact your local community centre, or indoor pool, or call 519-741-2200 ext. 2907 to activate your account and update your information.

How do I create a new customer 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:

Click on Create an Account in the upper right corner of the web page

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.

An email will automatically be sent to you after submitting your request for an account. Please keep it for your records.

How can I register for programs if I don't have an e-mail address?

If you do not have an email address, staff at a community centre will be happy to help you set up an account.

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

You may have an invalid login name if:

  • You haven't registered online for an activity for more than three years. It's likely that your account has been deactivated.
  • 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.

Invalid password

If the password is invalid:

  • Click Forgot your Password?
  • Enter the email address you used to create your account
  • Click Submit and 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 contact your local community centre, or indoor pool for assistance. Please do not create another customer account.

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

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.

What should I do if I forget my password?

If you have forgotten your password:

  • Click on the Sign In button
  • On the login page, click Forgot your Password?
  • Enter the email address you used to create your account
  • 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 contact your local community centre, or indoor pool for assistance. Please do not create another customer account.

Can I add a friend or relative to my account?

Yes. To add family members to your account:

  • Go to the personal information section.
  • Select the friend or relative option in the box labelled "Role in Family".

How many accounts should each family have?

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:

  • Click on Create Account and add family member
  • Complete the fields and click Save
  • Repeat the process for each family member/friend/relative you add.

Which browsers and operating systems are supported?

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.

Registering for a program, class, or activity

How do I register for an activity?

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.

How do I register multiple participants for the same activity?

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.

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

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.

I have been placed on a waitlist for a program.  How will I know if a spot becomes available?

If a spot becomes available, staff will attempt to reach you by phone or email. If we are unable to reach you within 24hours, your space will be given to the next person on the waiting list.

I want to transfer/cancel a camp session I signed up for previously, how do I do this?

Please contact staff at the community centre or indoor pool or call 519-741-2200 ext. 2907.

Am I able to transfer from one camp to another if the amount I paid is showing up as $0?

Yes, staff at the community centre or indoor pool can assist in facilitating the transfer, or please call 519-741-2200 ext. 2907.

What are incomplete entries and how do I fix them?

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.

Can I view activities without registering?

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

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

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.

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

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

Payments and receipts

Where can I get my receipts for filing my tax return?

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

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

Where can I get receipts for transactions that took place before the summer 2017 season?

Please visit your nearest community centre where staff can assist you with your request.

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

The fee is $35.

What types of payment are accepted?

We accept:

  • VISA
  • MasterCard
  • American Express

Refund policies

How do I request a refund?

Contact your community centre or indoor pool directly. Learn about our refund policies below.

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

  • A 100% refund will be given if you withdraw from a program more than seven (7) days before the first day of the program.
  • Refunds will only be given in the same form as payment made.
  • Cash refunds over $20 will be refunded by cheque.
  • Please note: If credit is left on an account, the credit will expire after three years.
  • NO REFUND will be given if a request to withdraw is made less than 7 days prior to the first day of the program.
  • If you have any questions please contact the city facility associated with the program

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

Please refer to the terms and conditions on the back of your permit and contact facility associated with you permit.

Managing my account

How do I change or update my account information?

Login to your account and manage:

  • Personal information (address and contact information)
  • Add/edit family member/friends on your account
  • Change your password

What should I do if my account is locked out?

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.

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

  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

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

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 & Add Family Member.

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

Contact your community centre to have staff remove someone from your account.

Is my personal information secure?

ACTIVE Net is a sophisticated system that supports increasingly strict protocols around protection of personal data. All personal data is stored in Canadian based data centres. ACTIVE.Net is also compliant with Canadian legislation and PCI standards.

Technical difficulties

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

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

Learn how to clear your cache in Internet Explorer

Learn how to clear your cache in Chrome, Firefox, or Safari on a Mac

See instructions for clearing cache on all popular browsers, including mobile devices

Reload the page and try repeating the task

If you continue to experience technical difficulties, please contact 519-741-2200 x2907 for support.

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