• Frequently Asked Questions

Answers to FAQs For Online Registration Customers

Q: How do I begin the online registration process?
A: You must first establish an online account.
Q: How do I establish an online account?
A: Before registering for any programs or activities online, you must establish an online registration account and receive a Customer ID and Password.

This is how you create an online registration account:

1) Click on the "My Account" button.

2) Fill out the form for New Account Request completely, including birthdate and click submit. Please submit your request only once.

Please Note: If you are registering a child for a program, 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 receive an email containing your Customer ID and Password once your account has been approved. This email is normally sent to you within 24 hours of requesting an online registration account. Be sure to keep a record of your password. Write down your password as you will need it to register online in the future.
Q: How do I register online for an activity?
A: Once your account has been set up (see above questions), registration for programs and activities is easy:

1) Click the "Register Now" button on the registration home page.

2) Select the activity that you would like to enroll in. Clicking on 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, login to your online Registration Account by entering your Customer ID and Password. Proceed to your Checkout Shopping Cart by clicking the Continue button. From this screen you can remove activities from your cart, view more activities and add them to your cart, or update your cart information.

Important: If more than one family member will be attending the activity, change the quantity registering for the activity and then click on the Update Cart button.

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. Click "Yes". Enter your credit card information on the Payment Information Page. Click "Continue".

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) Print your receipt for the online registration. 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 account after it is established (see next question).
Q: How do I add Family Members to My Account?
A: You may add as many members into your account as necessary.
Q: Can I view activities without registering?
A: You can always browse through the activities without registering. Click "Register Now" button and look at all the activities that are offered.
Q: What are the fees for online registration?
A: Individual program fees are posted on each activity page. Fees for all programs are subject to change until the current session is open and available for registration. All registrations and reservations done online are subject to an ActiveNet service convenience fee

Service charges associated with online registration are paid directly to the online service provider. Users will be charged 6.5% of the Registration Fee + $0.50 for transactions less the $150 with a minimum service charge of $2.00. The fees for transaction amounts of $150 to $500 are 3.5% of the Registration Fee +$5.00. Transactions of more than $500 will be charged 2.5% +$10.
Q: What do I do if I forgot my password?
A: Please contact the Dubuque Leisure Department at (563) 589-4263 or email us at parkrec@cityofdubuque.org.
Q: What will happen if I try to register for an activity that is fully enrolled?
A: Your name will be placed on a waiting list to be contacted in the event that a space in that class/activity opens up or additional classes are added. If you do not want to be placed on the waiting list, click the "remove" button that appears on the screen. The ActiveNet convenience fee applies when placed on the waiting list, but the activity fee is not charged at this time. Leisure Services Department will contact waiting list participants only if an opening occurs.
Q: Can I view my transaction history and print out my past receipts online?
A: Yes, from the date on which your online account is established. The "My Account" feature allows you to view a detailed list of your past transactions with the City of Dubuque Leisure Services Department. Just login, click the "My Account" button, and select "Account Detail" to view the receipt and/or print it out for your records.
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 familys 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: How do I request a refund?
A: The ActiveNet service will not issue refunds to customers. If you desire a refund, please contact the Leisure Services Department office and we will honor the refund request via an electronic credit to your card, issue a check from the City of Dubuque Finance Department or place a credit on your ActiveNet account if requested 14 days prior to activity start date or 4 weeks prior to pavilion rental date. Refunds are not granted for inclement weather. Convenience fees charged by ActiveNet service are not refundable.
Q: I don't know the address of the facility where the activity is being held?
A: Facility information is available by clicking on the Activity Name which will open the Activity Details screen. Click the name of the location on this screen and the address will appear.
Q: Can you "save" my credit card information for future use?
A: No, the system will not allow this to occur. Each time you register for an activity you must supply credit card information
Q: Are park pavilions / restrooms accessible for disabled users?
A: Eagle Point Park pavilions that are not accessible include Promenade Bridge, Terrace Room, Indian Room, Terrace Rooms and Log Cabin including restroom adjacent to Log Cabin
Q: Are public events such as walks, runs, etc. allowed to use a pavilion?
A: These types of events require written approval by the Leisure Services Department office in advance. Events that originate in the park and also utilize city sidewalks/streets require a Special Event Permit from the City Clerk's office, 563-589-4122
Q: Is music allowed to be played or broadcasted in a park pavilion?
A: Amplified music is allowed providing a music permit is granted in advance from the Leisure Services Department office.