
Frequently Asked Questions
1.How do I check if I already have a customer account?
2.How do I create a customer account?
3.How many accounts should each family have?
4.How do I add family members to my account?
5.Can I give my family member their own login information?
6.What should I do if I forget my password?
Please DO NOT create another customer account.
7.Are there criteria I need to meet to set my password?
8.Where can I find the refund policy?
1.How do I check if I already have a customer account?
On the Sign in screen click on the “Forgot your password?” link, then enter your email address and click “Request reset password”. If you have a customer account, the system will send you an email and you can reset your password.
Repeat the steps above for any of your email addresses you may have used to create your customer account.
If this is not successful, please contact one of our recreation or arts facilities for assistance.
If you believe you have already created a customer account, please DO NOT create another customer account. Contact one of our recreation or arts facilities for assistance.
2.How do I create a customer account?
To create a customer account online, you must have an email address. If you don’t have an email address, please call or visit a recreation or arts facility and our team will help to set up a customer account for you.
If you are registering a child for an activity, create your own customer account first as the main contact and then add your family members.
To create an online customer account:
1. Select the “Create an Account” link (located at the top right-hand corner of your screen) and select “Next”.
2. Enter your email address and select “Next”.
3. Fill out all required fields and select “Next”.
4. A confirmation email will automatically be sent to you.
Or if you are on the Sign in screen click on the “Join” link and follow from step 2 above.
3.How many accounts should each family have?
We recommend each family should only have one account. Create the account in the name of a main contact and then add all family member names after the main contact.
If you are registering a child for an activity, create your own customer account first as the main contact and then add your family members.
4.How do I add family members to my account?
You may add family members in the two following locations:
1. You may add a family member under “My Account” (link located at the top right-hand corner of your screen) by selecting the “Manage Family Member” link and selecting the “Add Family Member” link.
2. You may also add family member during the enrollment process. This is done by selecting the “Add New Family Member” link which is located in the Participant or Pass holder dropdown.
5.Can I give my family member their own login information?
Yes, when adding a family member, you can add their email address in their account profile if you would like them to be able to login directly to their individual profile.
The family member will be able to register themselves online with their individual login.
As the main contact you can still register and view schedules, transactions, etc. for that family member.
6.What should I do if I forget my password?
Please DO NOT create another customer account.
1. Select the “Sign In” link.
2. On the Sign in page, select the “Forgot your password?”.
3. Enter your email address and select “Request reset password”.
4. You will receive an email with instructions on how to reset your password.
If you do not receive the password reset email after a few minutes, please check your junk or spam inbox or call one of our recreation or arts facilities for assistance.
If you receive a notification that you are locked out, please call one of our recreation or arts facilities for assistance.
If you are still experiencing difficulties, please contact one of our recreation or arts facilities and a member of our staff will assist you.
7.Are there criteria I need to meet to set my password?
Yes. When setting your password, your password must be 8 or more characters, and contain at least three of the following: lowercase, uppercase, numeric, and/or special characters.
8.Where can I find the refund policy?
To learn more about our refund policy, go to Burnaby.ca/Refunds.