• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: How do I establish an online account?
A: Before registering for any activities online, you must establish an online registration account and receive a Login Name and Password.

This is how you create an online registration account:

1) Click on the Create Account button.

2) Fill out the form for New Account Request completely, including all required fields,(Birth date, Gender, Email Address, etc.) and click submit. Please submit your request only once.

*Please Note: If you are registering a child for an activity, please use your own information when filling out the online registration account request form, NOT the information of the child you wish to register for an activity. Once you have an online registration account, you will have the opportunity to add family members.
Q: When I try to create a new account I'm told that my email address is used by another account. What should I do?
A: The email address that you provide is used as your account login name. Login names must be unique and this message is a result of another account using the same email address. It's very likely that you or another family member created an account with us in the past and provided the email address that you are attempting to use as a method of contact. You should return to our account login screen, click the forgot password link, and then follow the directions provided to reset your password. If you continue to have issues with logging in to your account, call us Monday through Friday 8:30 - 5:00 at (804)748-1623 and a customer service representative will be happy to assist you.
Q: How many accounts should each family have?
A: We recommend that each family establish one account. Create the account in the name of a head of household and then add all family member names to the head of household account, after it has been established (see next question).
Q: How do I add family members to my account?
A: You may add family members in the three following locations:

1) You may add a family member while submitting your head of household account information, by clicking on the Submit and Add Family Member link.

2) You may add a family member under My Account, this is done by clicking the link Change Information About Family Members.

3) You may also add family member during the enrollment process. This is done by clicking on the link Add Family Member which is located beside the Participant box.
Q: How do I register online for an activity?
A: Once your account has been established, registration for activities is easy:

1) Click the View Activities button on the registration home page.

2) Select the activity that you would like to enroll into. Clicking the underlined name will show you a detailed activity description.

3) Click the Add to My Cart button if you wish to register for the activity.

4) Next, sign in to your online registration account by entering your Login Name information and Password. Proceed to checkout by clicking the Continue button. From this screen you may remove activities from your cart or view more activities and add them to your cart.

*Please Note: If more than one family member will be attending the activity, click on the button labeled, Add Another One (located under the Shopping Cart screen).

5) Confirm your activity name, date and time, enrollee and price.

6) Click Continue to proceed with payment. You will be prompted that you are entering a secure site. Enter your credit card information on the Payment Information Page and agree to any required waiver(s) and confirm the payer meets the age requirement of "13 Years or Older". Click Continue. This system accepts Visa, MasterCard, Discover and American Express.

*Please Note: The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the My Account button and change your residential address to match your credit card billing address.

7) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: What will happen if I try to register for an activity that is full?
A: Your name will be placed on a waiting list. You will be contacted in the event that a space opens for that activity or additional activities are added. If we are unable to contact you, your space will be given to the next customer on the waiting list.

If you do not want to be placed on the waiting list, click the Remove button that appears on the Shopping Cart screen.

*Please Note: Placement on a waiting list does not guarantee a spot in the activity.
Q: Are there any additional fees for registering online?
A: Yes, a processing fee is charged at the time of checkout. The amount of the fee is based on the total amount of the transaction, and it will not exceed $3.00. Free programs will not have this fee. This fee is only assessed for internet based transactions and is not refundable.
Q: How do I withdraw from an activity and get a refund?
A: Requests for withdrawal from an activity must be made in writing to the program supervisor at least three days prior to the start date of the course. Typically, an email to the program supervisor requesting the refund along with a brief explanation is the easiest method to do this. Non-recoverable costs, such as the online processing fee, are not refundable.
Q: How do I reserve a shelter online?
A: First, you will need a customer account in order to make a reservation.
Next, from our home page click the "Reserve a Shelter" link. Follow the steps through several pages until you make payment. Once payment is processed, the shelter is yours!
Q: Why am I being charged the non-resident rate for a shelter rental even though I'm a Chesterfield resident?
A: The non-resident fee for picnic shelter rentals is $10, and is not to be paid by residents of Chesterfield County. If you are a Chesterfield County resident but you are still being charged the additional $10 fee, the most likely reason for this is that your address on the account is not entered in a fashion that is recognized by our address database. The most common reason for this is the use of cities or towns that, while relevant mailing addresses, are not relevant for property records. Richmond, Petersburg, Bon Air, Matoaca and Ettrick are not recognized by our property records database and will result in flagging your account as non-resident. These cities should be listed as either North Chesterfield or South Chesterfield, respectively. Simple misspellings of road names may result in this, too. Finally, using the abbreviations "rd", "st", "ln" and the like will on occasion not be understood by our database. Spelling out "Road", "Street", or "Lane" in this instance will correct the problem.

Another possibility is the use of PO boxes. If the PO box is in a ZIP code that does not fully reside in Chesterfield County, our database is unable to verify the residency of the PO box. In this instance, consider using a street address for your customer account instead, or call us Monday through Friday from 8:30 am - 5:00 pm at (804)-748-1623 so that we may assist you.

A third possibility is that we simply need to update information on our end. If you are providing a valid street address in Chesterfield County and you are still not being recognized as a resident, please call us Monday through Friday from 8:30 am - 5:00 pm at (804)-748-1623 so that we may fix this.
Q: I've rented a pavilion, but a different date/time would suit my event better. How do I change my reserved date/time?
A: All requests to modify your reservation should begin with a call to our main office at 804-748-1623 during our normal business hours, Monday through Friday 8:30 am until 5:00 pm. A customer service representative will be happy to help you with this request. If you'd like to get a head start, feel free to check our Shelter Calendar online to view future availability. All reservation modifications require a minimum of two weeks' notice. Reservations cannot be modified online.
Q: What happens to my shelter reservation if it rains? What is your refund policy for shelter reservations?
A: We will gladly reschedule any shelter reservation that is rained out. The first step is to call our main office at 804-748-1623 during our normal business hours, which are Monday through Friday from 8:30 am until 5:00 pm, so that we may search for an available pavilion for you.
Our shelter fees are non-refundable.
Q: How can I view a schedule of my family's upcoming scheduled activities?
A: The My Account feature allows you to view a weekly schedule of your family's upcoming activities.

Sign into your account and click on the My Account link. Then click on the Show Your Daily Schedule link. Highlight the family members whose schedules you would like to view and click on the top arrow button and move each family member over to the Selected Family Members column. Click on Search to proceed. A weekly schedule will display all of the activities your family members have been enrolled in and allow you to click on the activity for more information.
Q: Can I view my transaction history and print out my past receipts online?
A: You can view your transaction history and print your receipts online, once your online account has been established. To access this information, please click on the My Account link (located at the top right-hand corner of your screen).

To view prior transactions, you may click on the Get a List of Prior Transactions link.

To view past receipts, you may click on the Get a List of Prior Payments link, (click on the receipt number to view and print each individual receipt).
Q: Can I view activities without registering?
A: You can always browse through the activities without registering. Click View Activities button and look at all the activities that are offered.
Q: What should I do if I forget my password?
A: When you are prompted to sign in, click the Forgotten Password link. You will advance to the custom security question you created when initially establishing your account. If the security question is answered correctly a new Password will be emailed to the email address listed on the account. Once receiving your new Password and you sign in you will be prompted to change your password. At this point, you should update your Security Question and Answer.

If after reviewing your custom security question and you do not recall your Password, or if your answer is invalid, please contact our office Monday through Friday 8:30 - 5:00 at (804)748-1623 and a member of our staff will assist you.

*Please DO NOT create another Customer Account.