• 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 an Email and Password.

This is how you create an online registration account:

1) Click on Create an Account.

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.

3) You will automatically receive an email after submitting your request for an account.
Q: What are the Administration Office business hours?
A: The Department of Library and Recreation Services Administration Office is open:

Monday, Tuesday, Thursday, Friday
8:30am - 4:30pm

Wednesday
8:30am - 5:30pm
Q: How many accounts should each family have?
A: We recommend that each family establish a primary account with login credentials. Create the account in the name of the main contact and then add all family member names underneath the main contact after it has been established (see next question).
Q: How do I add family members to my account?
A: You may add family members by using one of the two following options:

1) While submitting your main contact account information, click on the "Submit and Add Family Member" button.

2) Contact our Administration Office at (650) 991-8001.
Q: What should I do if I forget my password?
A: When you are prompted to sign in, click on the "Forget your Password" link. You will be requested to provide the email address you used to create your account. After providing your email address, an email will be sent to you containing a temporary password. Upon signing in, you will be prompted to change your password.

If after completing this procedure you are still experiencing difficulties, please contact our Administration Office during regular business hours and a member of our staff will be happy to assist you.

*Please DO NOT create another Customer Account.
Q: Can I view Activities without registering?
A: You can always browse through the Activities without registering. Click Activities link and look at all the Activities that are offered.
Q: How do I register for an Activity?
A: Once your account has been established, registration for Activities is easy:

1) Click the Activities link 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) Sign in to your online registration account by entering your Email 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). Click Continue. This system accepts Visa, MasterCard, Discover and American Express.

7) Once your payment has been approved, your receipt will display. Please print a copy for your records.
Q: What is a Processing Fee?
A: A Processing Fee is a small charge associated with online transactions. This fee is typical for sales processed via the Internet and is charged by our software provider. The charge is based on the transaction subtotal amount.
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.
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 credentials 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).