• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: How do I create my Customer Account?
A: Before registering for any activities on our website, you must establish a Customer Account with a Login Name and Password.

This is how you create an online registration account:

1) Click on the Request Account button.

2) Fill out the form for New Account Request completely, including all required fields,(Address, Phone Number, 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.

3) You will automatically receive an email after submitting your request for an account.
Q: How many accounts should each family have?
A: We recommend that each family establish one primary account with login name (email address) and password. Create the account in the name of a head of household and then add all family member names underneath the head of household 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: What should I do if I forget my password?
A: When attempting to sign in, click the Forgot your Password link. You will be prompted to submit the email address you used to create your account. An email with a temporary password will be sent to the email address entered. Upon signing in using the temporary password, you will be prompted to change your password.

If after completing this procedure you are still experiencing difficulties, please contact our office at (760) 434-2826 or carlsbadconnect@carlsbadca.gov during regular business hours and a member of our staff will assist you.

*Please DO NOT create another Customer Account.
Q: What can I do if I am denied access to my Account?
A: For security reasons, your account will be locked after 5 unsuccessful login attempts. Please contact any Parks & Recreation Community Center or Swim Complex Monday through Friday, 8 a.m. - 5 p.m. or email us at carlsbadconnect@carlsbadca.gov to unlock your account.
Q: Can I view Activities without registering?
A: You can always browse through the Activities and Memberships/Lagoon without registering. Click either the Activities or Membership/Lagoon tab at the top of the page or click either of the View Activities or View Membership link and look at all the activities, membership or lagoon permits that are offered.
Q: How do I register for an Activity?
A: Once your account has been established, registration for Activities is easy:

1) Login using your email address and password.

2) Click the Activities tab or View Activities link on the registration home page. Use the filters on the left side of the screen to narrow or expand your search.

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

4) Click the Add to My Cart button, then select the participant. Click Next and agree to any applicable waivers.

5) Proceed to checkout after reviewing the fees. From this screen you may edit activities from your cart or view more activities and add them to your cart or add another family member into the same activity.

6) Click Proceed to Checkout and enter your payment using the secure payment site. You may also save a card for future transactions. The system accepts Visa, MasterCard, Discover, American Express and eCheck.

*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: How do I transfer to another program?
A: Activities and programs transfers cannot be processed using the online registration system. All transfers may be made through any Parks & Recreation office.
Q: How do I withdraw from an activity/program?
A: Activities and programs withdrawals cannot be processed using the online registration system. All withdrawals may be made through any Parks & Recreation office.

* Please note: For information on refund policy please go to the "What is your refund policy" FAQ.
Q: What if I have a balance on my account?
A: In order to complete any financial transaction, any outstanding balance must be paid. This amount will automatically be added to your cart prior to check out. If you have a credit on your account the credit will be applied toward your purchase prior to the system requesting more payment.

* Please note: Credits are only good for 6 months when the credit is placed on your account. After 6 months, any unused credit will be written off or you may elect to donate it to the Parks & Recreation Department's Opportunity Grants Program to assist low income families in registering their children for activities.
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. It is recommended for guaranteed participation, please choose another Activity with registration space.
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 or monthly schedule of your family's upcoming activities.

Sign into your account and click on the Show Your Daily Schedule link under My Account. 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. Highlight the Available Schedule Details you would like to include and click the top arrow button to move them to the Selected Schedule Details. Click View Schedule to proceed.

*Please note: Activities and Private Lessons will include most all available programs on the website.
Q: Can I view my transaction history and print out my past receipts?
A: You can view your transaction history and print your receipts once your Customer Account with login (email address) and password has been established. To access this information, please click on the My Account link.

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

To view past receipts, you may click on List of Account Payments link then click on the receipt number to view and print each individual receipt.
Q: Do you prorate any fees?
A: No, fees are not prorated for activities, programs, memberships, sports, lagoon permits or facility permits.
Q: What is your refund policy on programs?
A: If a class/program is cancelled by the city, a full refund will be given. When a registrant requests a refund at least 10 city business days prior to the scheduled class/program:

- 50% of the registration fee will be refunded by check or credit card; or
- a full credit* will be applied to your CarlsbadConnect account. Note: Once a credit is issued, it cannot be exchanged for a refund.

No refunds or credits will be given for requests less than 10 city business days prior to the scheduled class/program.

*Please note: All credits are good for one year from date of issue, and may be used for any Parks & Recreation Department program. After one year, any unused credits will be written off or registrant may elect to donate it to the Department's Opportunity Grants Program for a possible tax write-off.

There are NO CASH REFUNDS. All check refunds will be mailed approximately 2-3 weeks after a request is received.
Q: What is your refund policy on cancelling rentals?
A: If a reservation is cancelled by the city, a full refund will be given.

When an applicant requests a refund at least 30 calendar days prior to rental:

-50% of the initial reservation fee will be refunded by check or credit card; or

- a full credit* will be applied to your CarlsbadConnect account. Once a credit is issued, it cannot be exchanged for a refund.

Upon notice of cancellation, any financial obligations incurred by the City of Carlsbad to accommodate the applicant or event will be invoiced and the applicant must pay the outstanding balance within seven calendar days of the date of the invoice.

No refunds or credits will be given for requests less than 30 calendar days prior to scheduled rental.

No refunds will be provided due to applicant cancelling an event because of inclement weather. Any refund/credit applied will follow the procedure outlined above.

There are NO CASH REFUNDS. All refunds will be mailed approximately 2-3 weeks after a request for refund is received.

*Please note: All credits are good for one year from date of issue, and may be used for any Parks & Recreation Department program. After one year, any unused credits will be written off or registrant may elect to donate it to the Department's Opportunity Grants Program for a possible tax write-off.
Q: Do you offer any type of Financial Assistance to people in need?
A: The City of Carlsbad offers need based financial assistance to very low income families in order to assist their children to stay active. Please contact any center near you for more information.
Q: What types of activities and events require a Parks & Facility Permit?
A: Any activity or event that requires exclusive use of a park facility (green space, gazebo, picnic area, room, field) and will have more than 24 people gathered will need to get a Parks & Facility Permit. Please request a Facility Use Regulations packet for more information.