Alerts

The following is a list of frequently asked questions (FAQs) about online registration. If you can't find the answers to your questions, please contact us at 613-546-0000 or 613-546-4291 extension 1700 or 1800 - Monday to Friday 7 a.m. to 9 p.m., or Saturday and Sunday 9 a.m. to 6 p.m., or contact us online at eCityServices@cityofkingston.ca.


Questions

Using eCity/Recreation

Accounts

Client Barcode & Family PIN Numbers

Registering & Withdrawing

Membership Renewal


Answers

Using eCity/Recreation

  • What is eCity/Recreation?

    eCity/Recreation allows you to view, register, and withdraw from recreation programs offered by the City of Kingston as well as view city facilities online any time, seven days a week, 24-hours a day.

  • What can I do under each tab?
    • Welcome: The eCity/Recreation "home page."
    • Programs: Search for and select programs.
    • My Basket: Collect activities in your shopping basket and checkout with payment for those activities.
    • My Account: View details about your account and current registrations.
    • Facilities: This feature is not active at this time.
    • FAQs:Get answers to Frequently Asked Questions.
  • What Web browser do I need to use the system?

    eCity/Recreation works with Microsoft's Internet Explorer 5 and higher, with Netscape 7 and higher, with Mozilla Firefox 1.0 and higher as well as with many other modern Web browsers. You must enable JavaScript in your browser to use eCity/Recreation.

  • I don't feel comfortable using a credit card over the Internet. Can I still use eCity/Recreation to register?

    You can make a payment in-person at Artillery Park Aquatic and Fitness Centre to place a credit on your account. At a later time, you can use eCity/Recreation and the registration fee will be deducted from the credit balance on your account. You must establish a sufficient credit balance to cover the full cost of your online registration. Payment in full is required for eCity/Recreation to successfully complete a transaction. Partial payments will be considered void and you will not be enrolled in the program.

  • Can you "store" my credit card information for future use?

    No. Each time you register for a program you must supply credit card information.

  • I have a credit on my account; can I use it to pay anything else at the City?

    No. Recreation accounts are maintained in a separate database. Therefore, a credit on your account with eCity/Recreation can only be applied to program registrations, facility rentals, or memberships at Artillery Park Aquatic and Fitness Centre.

  • Whom do I contact if I'm having technical problems with eCity/Recreation?

    Recreation and Leisure Services staff are available to assist you with technical problems by calling 613-546-0000 or by emailing eCityServices@cityofkingston.ca. Email will be answered within one business day.


Accounts

  • Who can use eCity/Recreation?

    Anyone with an up-to-date account with Recreation and Leisure Services who has received a client barcode and Family PIN can use eCity/Recreation.

    Up-to-date account means customers who called in to update their account information when the online service was initially promoted in February 2007 or thereafter. All other account holders must call in and update their information before getting a barcode and Family PIN.

  • How do I set-up my eCity/Recreation account?

    There are two (2) ways to set-up your account:

    • Call our municipal office at 613-546-0000, Monday to Friday 7 a.m. to 9 p.m. or Saturday and Sunday 9 a.m. to 6 p.m.
    • Visit Artillery Park Aquatic Centre at 382 Bagot St, or the INVISTA Centre at 1350 Gardiner's Road.
  • How do I know if I already have an account set up?

    If you have registered for a recreation program or summer camp in the last two (2) years, you may have an existing account. Call us at 613-546-0000 or 613-546-4291 extension 1700 or 1800. These numbers are staffed from 7a.m. to 10p.m., seven days a week to ensure we have your current address, phone number, and email address and that all immediate family members and birthdates are listed. You can then log onto the eCity/Recreation site, go to the My Account tab, click the Forgot My Password link and enter your email address. Your Barcode and Family PIN will be emailed to you directly.

    If you do not receive a return email with your Barcode and Family PIN please contact us at 613-546-0000 and verify your email address was entered correctly on your eCity/Recreation account.

  • Can I use eCity/Recreation if I don't have an account?

    Yes. Anyone can browse and view programs. However, you must have an account with a client barcode and Family PIN to register for a program using eCity/Recreation.

  • What do I do if I'm locked out of my account?

    For security reasons, you will be locked out of the system for a 24-hour period if you attempt to login several times using an incorrect Family PIN. Access will be restored the following day allowing you to login using the correct Family PIN. You may also call 613-546-0000 to have your account unlocked manually.

  • I would like to add one or more family members to my account. How can I do this?

    If you would like to add a family member to your account, please contact our office at 613-546-0000 during business hours, Monday to Friday 7 a.m. to 9 p.m. or Saturday and Sunday 9 a.m. to 5 p.m. Additionally, you can visit Artillery Park, 382 Bagot St, and the INVISTA Centre, 1350 Gardiners Road to register in person.


Client Barcode & Family PIN Numbers

  • What are client barcode and Family PIN Numbers and how can I get them?

    Each family member has a unique client barcode number. However, a single Family PIN is shared by your entire household. Any family member can sign in using their client barcode in order to register another family member for a program.

    If you have never registered for a program before and you would like a client barcode and Family PIN to be issued to you or if you want to add family members to an existing account, please contact our office at 613-546-0000 during business hours, Monday to Friday 7 a.m. to 9 p.m. or Saturday and Sunday 9 a.m. to 5 p.m.

  • I forgot my client barcode and/or Family PIN numbers. What should I do now?

    If your email address is in our database, you can click on the Forgot my Password link on the My Account tab while logging in to the system. Your client barcode and Family PIN will be emailed to you. If your email address is not recognized, you will receive a message indicating that we were unable to email the information to you and instructing you to call us during business hours at 613-546-0000 or call 613-546-4291 ext. 1700 or 1800.

  • Do I have to log in with a different client barcode number for each person in my family?

    No. Once logged in to eCity/Recreation, you can register any other family member currently listed on your account by selecting their name from the Select A Client drop-down which appears when you click the Add to basket button. Whether the "Main Contact" uses their personal client barcode number or one of the other family members client barcode number (currently listed on the same account), the person logged into eCity/Recreation has access to perform transactions.

  • Can I change my Family PIN?

    You can change your Family PIN as often as you like. Login to the system by clicking the My Account tab and enter your client barcode and existing Family PIN. Click the Change My PIN link near the top of the page and follow the online instructions. Your PIN change is effective immediately. Remember to share the new Family PIN with other members of your household.


Registering & Withdrawing

  • List the various ways I can register for a program.

    There are 4 ways to register for a municipal recreation program:

    1. Register online through eCity/Recreation. Setup your secure account by calling 613-546-0000 and then register for programs.
    2. Mail your completed registration form and payment to 51 Heakes Lane, Kingston, ON K7M 9B1. (You can download a printer-friendly version of the registration form.)
    3. Register in person at Artillery Park Aquatic Centre at 382 Bagot St or INVISTA Centre, 1350 Gardiners Road at Fortune Crescent - Monday to Friday 7 a.m. to 9 p.m. and Saturday and Sunday 10 a.m. to 6 p.m.
    4. Fax your completed registration form to (613) 549-7171. (You can download a printer-friendly version of the registration form.)
  • How do I register for a program online?
    • Click on the My Basket tab.
    • Enter your client barcode and Family PIN.
    • Search for programs on the Programs tab, or enter the Course Number if you know it.
    • Once you have found the course you want, click on the Add button to place the selected program in your shopping basket.
    • For each registration, select the family member you wish to register from the Client Selection drop-down box. Using the tabs on the top of the page, move back and forth between the My Basket and Programs tabs until you have all the desired courses in your "basket."
    • Click the Go To Checkout button and make your payment.
    • Finally, please print and retain the online receipt once your payment has been successfully completed. You will not receive a receipt in the mail or receive an additional copy of your transaction automatically.
  • Can I register for a program that has already started?

    Once a program has started it is no longer available for online registration. However, you may still be able to register in-person at Artillery Park Aquatic Complex during business hours.

  • I am unable to register for the course I want, why not?

    Due to fee structures and/or necessary prerequisites, some courses may be displayed but may not be available for Internet registration. Please visit our Recreation and Leisure Services office at Artillery Park Aquatic Complex or INVSITA Centre to register for these programs in-person.

  • I don't know the address of the facility where my course is being held?

    Facility information is available in the Programs: Program Details screen. Click on the name of the facility in the results table to find the address details.

  • How can I see the programs in which my family members are currently registered?
    1. Click on the My Account tab.
    2. Enter your client barcode and Family PIN.
    3. My Account will contain the names of all family members.
    4. Check the History button to view details of current registrations.
    5. Click the Details button to view personal data on file.
  • How do I withdraw from a program?
    1. Click on the My Account tab.
    2. Enter your client barcode and Family PIN.
    3. Click the History button beside the appropriate family member (or select All Clients).
    4. Make the desired withdrawals by clicking on the Withdraw button beside the applicable courses. Withdraw from a course through eCity/Recreation is available up to 48 hours prior to the start of the program.
    5. To withdraw from a course within 48 hours of the course start date or once the course has started, you must submit a request in writing to the Artillery Park Aquatic Complex office. If the request falls within our refund policy, a credit for the amount of the withdrawal will be placed on your account for future registrations.
    6. To request a refund for the credit balance on your account, you must contact Recreation and Leisure Services by email at eCityServices@cityofkingston.ca or by calling 613-546-0000 during regular business hours. Refund cheques will be mailed to the applicant within 30 days of the request and are subject to a $10 administration fee.
  • How can I find the course number for a program?

    You can browse programs and corresponding course numbers online or you can locate course numbers for programs in the Recreation and Leisure Services Leisure Magazine. Once you have the number you can go directly to the program by entering it into the Search area on the Programs page.

  • I've tried the three search methods but still can't find my course?

    If a program has been cancelled, it will not display in eCity/Recreation. If the program cannot be registered for by using eCity/Recreation, you will only be able to read about the program. Please contact the Recreation and Leisure Services office for information about the program you are looking for if you cannot locate it on eCity/Recreation.

  • If a program is full, can I be placed on a waitlist?

    If a program has a "waitlist," it means the program is full but you can be placed on a waitlist. If there are no spaces available in a course, the Add button is automatically replaced with a Waitlist button. When you click the Waitlist button, you will be transferred to the My Basket page, where the word "Waitlist" is displayed for the course in the Fee column. You will then be able to add a person to be waitlisted for the course, in the same way as registering for a course. Note: To complete the waitlist process, you must go to the checkout. If you are only being waitlisted, any outstanding balance does not need to be paid off, however you must click the Go to Checkout button to commit the waitlist request. If you are registering for a course and being waitlisted, an outstanding balance will be displayed and you will be required to pay off your balance when paying for your registration.

    Be sure to print the Waitlist Confirmation, which indicates the program selected and the person that has been waitlisted.

  • How will I know if a spot becomes available after I have been waitlisted?

    As waitlists change constantly, we cannot confirm your waitlist position due to transfers and cancellations. However, if you waitlist yourself or a family member, be sure to print the Waitlist Confirmation, which indicates the program selected and the participant that has been waitlisted. You will not receive another copy of this Waitlist Confirmation unless you call the Recreation and Leisure Services office to request one. If a spot becomes available, you will receive a call from the Recreation and Leisure Services office. At that time, you will be offered a place in the program and can decide whether to take or refuse the spot. If we leave a message for you on an answering machine, you must return our call within one (1) business day in order to request that spot. If we have not received a call back from you within one (1) business day, we reserve the right to contact the next person on the waitlist and offer the spot to them.

  • How do I register a child from another family?

    Due to the confidentiality of client barcode and Family PIN numbers, the main contact of the account (that the child is a member of), should be the person responsible for registering the child. You can email the Recreation and Leisure Services office or call us during regular business hours at 613-546-0000, and request that the children from both families be placed together in a program.

  • What is your refund policy?

    Withdraw up to 48 hours before a program starts. Request for refunds made after this will be prorated as of the date of written notification. A $10. Admin fee will apply. No refunds will be issued after the third class except for certified medical reasons. You must submit a request in writing to Artillery Park Aquatic Complex, the INVISTA Centre, or by e-mail to eCityServices@cityofkingston.ca Full refunds will be issued for course cancellations only.

  • What is your cancellation policy?

    If the minimum number of participants has not been met three (3) days prior to the course start date, the program will be cancelled. You will receive a full refund for the program fee. Register early to help ensure your program is not cancelled.

  • How do I pay for programs?

    VISA, MasterCard, and American Express are accepted online. To pay with cheque, cash or debit, please visit our office at Artillery Park Aquatic Complex, 382 Bagot St. or INVISTA Centre, 1350 Gardiners Road at Fortune Crescent.

  • Will I still receive a confirmation receipt in the mail?

    No. If you require a receipt you must print the receipt provided at the time you have completed your online registration.


Membership Renewal

  • How do I renew my membership online?
    • Click on the My Account tab.
    • Enter your client barcode and Family PIN.
    • Click on the History tab beside the family member renewing the membership.
    • Click on the Renew tab next to the membership that you would like to renew.
    • Click the Go To Checkout button and make your payment.
    • Please print and retain the online receipt once your payment has been successfully completed.
    • Your current membership card will be automatically updated with the renewal information.
  • What memberships can I renew online?

    One (1) month, 3 month, 6 month and one (1) year memberships can be renewed. Online. You cannot renew 12 visit passes online.

    All membership types can be renewed online: Gym, Pool, Aquafit and Wellness memberships.

  • Do I have to purchase the same membership type and term I currently have?

    Yes, you must renew the same membership you most recently purchased i.e. A 6 month adult pool pass must be renewed for a 6 month adult pool pass.

  • Can I renew my membership before or after it expires?

    Yes you can renew your membership before or after it expires.

    • If you renew before it expires, your renewal date will commence when your current membership expires.
    • If you renew after the membership has expired the renewal date will be the date the renewal is purchased.
  • How is my membership card updated when I renew online?

    The barcode on your membership card will read the updated membership information when it is swiped at the facility. Your account is automatically updated.

  • How is my membership card updated when I renew online?

    Yes. Your membership can be renewed online, but you will have to purchase a replacement card on your next visit to the facility. The cost for a replacement card is $5.00 + applicable tax.

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