• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: I forgot my password.
A: **Please DO NOT create another Customer Account.**
When you are prompted to sign in, click the "Forgotten?" link below the password field. Enter the email address associated with your account. A new auto-generated Password will be emailed to you. After receiving your new Password, sign in. You will be prompted to change your password. If you need assistance, call (760) 633-2740.
Q: How do I create an account?
A: Before registering for any activities online, you must establish an online registration account and create a Login Name and Password.
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 child's information. Once you have an online registration account, you will have the opportunity to add family members.
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. After this has been established, add all family members.
Q: How do I add family members to my account?
A: You can add family members in three locations:
1) while submitting your head of household account information, by clicking on the Submit and Add Family Member link.
2) under My Account, click the link Change Information About Family Members.
3) during the enrollment process, click on the link Add Family Member which is located beside the Participant box.
Q: How do I register 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 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 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 click "not finished" to 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 "18 Years or Older". Click Continue. This system accepts Visa, MasterCard, Discover and American Express.
*Please Note: The payment name and address must match those that are on file with your credit company. If the address shown on the order confirmation screen is not your credit card billing address, edit the displayed 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 view activities without registering?
A: Yes, you can always browse through the activities without registering. Click View Activities button and look at all the activities that are offered. You can tailor your search by selecting from the drop-down options or creating an Advanced Search.
Q: I cannot check the box to agree to the Terms of Use or Activity Waiver.
A: ALL USERS: You must read (and scroll) all the way through the waiver text box before you are able to check the box to acknowledge agreement. The grayed-out check box becomes active when you reach the bottom of the scroll window.
MOBILE DEVICES (iPads): For the best experience, we recommend using a non-mobile device, such as a laptop or home computer. Some iPad users have reported that they are unable to scroll through the waiver or terms window within a page. To remedy this, you can use two-finger trackpad scrolling. Apple support article HT3448 explains how to use and configure two-finger trackpad scrolling: http://support.apple.com/kb/HT3448
Q: What if the participant does not meet the age requirement?
A: Call (760) 633-2740 for assistance.
Q: How do I view a schedule of my family's 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 or monthly schedule will display all of the activities your family members have enrolled in. The schedule can be printed or exported in an iCalendar format.
Q: How do I view my transaction history and print out my past receipts online?
A: Yes, click on the My Account link (located at the top right-hand corner of your screen). Click on the Get a List of Prior Payments link. Click on the receipt number to view and print each individual receipt.
Q: Can someone else pay on my account?
A: Yes. On the Order Payment and Confirmation screen, enter the credit card information for the new payer under Form of Payment. Under Billing Information, select "Add new billing information." Enter the cardholder's name and billing address. This information is not stored.
Q: What happens 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: How do I register someone from another family?
A: Due to the online waiver agreement requirement, each family must complete their own registrations. To email a friend information about an activity, click the link below the Add to My Cart button on the Activity Detail page.
Q: What is a processing fee?
A: A Processing Fee is a small charge associated with online transactions. This fee is typical of any internet sales and is charged by our software provider. This fee is non-refundable.
Q: What is your policy for transfers, refunds, and cancellations?
A: REFUND POLICY
A full refund will be given if the City cancels the activity. Refunds requested before the second program meeting date may be granted minus a $10.00 cancellation fee and $2.50 processing fee ($1.00 for seniors). Prorated refunds will be given based on the number of unattended days for a medical reason accompanied by a doctor?s note. No refunds will be issued for inclement weather or after the second program meeting.The City of Encinitas Parks and Recreation Department reserves the right to adjust the refund policy depending upon the circumstances and the severity of the situation.
TRANSFER POLICY
Transfers may be processed prior to the second meeting date of a program. Transfers will not incur any fees if the transfer is to a program of equal or lesser value. Refunds on transfer balances may take up to twenty-one days to process. Fees for transfers to a program of greater value will include the difference in the activity fee and an additional processing fee. Transfers will not be issued after the second program meeting date, unless accompanied by a doctor?s note. The City of Encinitas Parks and Recreation Department reserves the right to adjust the transfer policy depending upon the circumstances and the severity of the situation.
Q: What is your Tax ID Number?
A: City of Encinitas, EIN 33-0197843.