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Answers to FAQs For Online Registration Customers
- Q: How do I establish an online account?
- A: Before registering for activities, 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 "New Account" button.
2) Fill out the form for New Account Request completely, including all required fields, (birthdate, 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.
3) You will automatically receive an email after submitting your request for an account. Your account will be activated only after you have responded by clicking on the link provided in the email.
- Q: Why can’t I reserve a meeting room for a certain date or time?
- A: There are a number of limits that you may see on the calendar. Here’s what they mean:
•Red circle with slash = You must log in to view room availability
•Reservations Not Open = It’s too far in advance to book for this date. Rooms can be booked a maximum of 60 days in advance.
•Reservations Closed = It’s too late to book for this date. There’s a 2-week advance notice requirement.
•Fully Booked = The room is reserved by another party. (Please remember that library programs take precedence over bookings by individuals and businesses, and are usually booked before the calendar opens up to the public.)
•The calendar date is clickable, but the hours are broken up = There are already reservations for that date, but some chunks of time are still available.
- Q: Can I bring food & drink into the meeting rooms?
- A: As long as it’s prepared in advance (i.e., no cooking or food prep in the rooms), that’s fine. Users must clean up any crumbs, spills, or messes. Alcohol, tobacco, marijuana, and illegal drugs are prohibited.
- Q: Can I bring my pet/companion animal/emotional support animal/therapy animal into the meeting room with me?
- A: Animals are prohibited from entering Library facilities, with the exceptions of animals featured in programs sponsored by the Library, and service animals and service animal trainees in accordance with the Americans with Disabilities Act.
It is prohibited to leave an animal tethered and unattended on library premises for any length of time that, in library staff opinion, may be hazardous to the health of the animal, is unsafe for other patrons, or blocks passage.
- Q: How can I book one of the small study rooms?
- A: Talk to staff at the circulation desk. The study rooms are free and limited to two hours per day (for each user or group). They are sometimes available for drop-in, but can also be booked in advance by calling 503-682-2744.
- Q: I’m using the room to give a class/workshop/presentation that’s open to the public. Can I advertise my event on the library’s bulletin board or on the library’s calendar?
- A: The calendar is limited to library-sponsored events only. As outlined in the Meeting Room Policies, users may not imply sponsorship by the library when advertising events to be held in a library meeting room.
The bulletin board policy spells out the guidelines for what can be posted there: https://www.wilsonvillelibrary.org/lib/page/policies-procedures
Any flyers must be submitted to staff for review. Users may borrow one freestanding sign holder (11” x 17”) which can be displayed in the lobby during your reservation time.
- Q: What does “Child Facilities” mean in the Oak Room description?
- A: The Oak Room may be booked as one big room, or in halves: North and South. The software program managing our room reservations refers to the half-rooms (Oak Room North and Oak Room South) as “Child Facilities” because they are connected to the larger room. This wording cannot be changed. To be clear, the library does not provide childcare.
- Q: How can I pay for my room reservation?
- A: Please DO NOT PAY until you’ve received an invoice marked “Approved” from the library. Once your request has been approved, you can pay online with a credit card, or in person with cash or check. For the online payments, either follow the link in your confirmation email or log into ActiveNet, and go to My Account. Checks should be made payable to Wilsonville Public Library or City of Wilsonville.
- Q: I have to cancel my room reservation. Can I get a refund?
- A: A full refund is available up until 8 days prior to the reserved date (or first reserved date, in the case of a recurring reservation). Starting at 7 days before the reserved date, the fee is nonrefundable.
- Q: Can I show up early to set up?
- A: No, early access is not generally available. Please be sure to include set-up and clean-up time in your reservation request.
- Q: Can library staff help me set up my tech?
- A: Staff may be available to show you how to connect your laptop to the projector, but this is not guaranteed. If you will need assistance, please make arrangements with reference staff in advance.
- Q: Will the library set up chairs and tables?
- A: No, but staff will pull tables and chairs out of the storage room for your use. Please make sure to return the room furniture to its standard configuration by the end of your reservation. Excess tables and chairs should be stacked neatly along a wall, for staff to return to storage afterwards.
- Q: What should I do if I forget my password?
- A: When you are prompted to sign in, check the Forgot Your Password box and click Continue. 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. Please 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 during normal business hours and a member of our staff will assist you.
*Please DO NOT create another Customer Account.
- Q: Can I reserve the room before/after library open hours, or on a day when the library will be closed?
- A: Meetings rooms cannot be booked on dates when the library will be closed (such as holidays or staff in-service days). However, they can sometimes be booked for before the library opens or after the library closes, as long as library staff are able to schedule a room monitor. The use of a room monitor incurs an extra fee, and may take a bit longer to confirm. For questions about availability before/after library open hours, please contact Molly Muldoon at 503-570-1593 or reservations@wilsonvillelibrary.org.
- 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 in. Clicking on the underlined activity name will show you a detailed activity description.
3) Click on 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 and Password. Proceed to checkout by clicking on the "Continue" button. From this screen you can 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 and confirm the payer meets the age requirement of '13 Years or Older". Click "Continue". This system accepts Visa, MasterCard, 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: 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 as many 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 a 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 add additional activities to my shopping cart?
- A: To add additional activities, just select the "Show Activities" button on the checkout cart screen. Repeat the selection steps for the second activity and it will be added to your shopping cart.
- Q: How do I update "My Account" information and add a family member if I discover the information is not current at the time of checkout?
- A: You can choose to modify your account information during the checkout process. You can even add new family member(s) to be enrolled in your selected activity. Just click on the "My Account" button from the shopping cart and update your information and/or add your family member(s). Once all family members have been added, then select the "Shopping Cart" button, and from there you may proceed with the checkout process.
- 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 scheduled activities. Just login, click on the "My Account" button, and then click on "Family Schedule". A weekly schedule will display all of the activities your family has been enrolled in and allow you to click on the activity for more information, such as the facility location where the activity is being held.
- Q: Can I view my transaction history and print out my past receipts online?
- A: Yes! The "My Account" feature allows you to view a detailed list of your past transactions with Wilsonville Community Services. Just login, click the "My Account" button, and select "Account Detail" to view the receipt and/or print it out for your records.
- Q: What if the activity I register for is cancelled?
- A: If the class is cancelled due to low enrollment, a full refund will be issued to each registrant within 30 days of the cancellation date.
- Q: What if I register for a class and later decide to withdraw?
- A: 100% refund if the City of Wilsonville cancels the class. Prior to the 1st class you may request a 100% refund minus a $5.00 administrative fee. After the 1st session of a class you may request a credit for a future class minus a $5.00 administrative fee. After the 2nd session of a class credits for a future class may be granted only for illness or medical reasons - no refunds will be given. Credits are non-refundable once issued and must be used prior to the end of the fiscal year (June 30).
- Q: Are classes ever cancelled due to inclement weather?
- A: Yes. All Community programs follow Wilsonville/West Linn School closures. If the schools are closed due to inclement weather, no Community programs will take place.
- Q: What are the advantages of registering online versus walk-in?
- A: Online registration is a quick, easy and convenient option. You can check dates, times and sign up for classes at home 24 hours a day, any day of the week.
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