• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: My Account | 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,(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. Your account will be activated only after you have responded by clicking on the link provided in the email.
Q: My Account | I received the following error: Login name 'email address' is being used by another account. Please specify a unique email address to be used as login name.
A: We have already entered your email address in our database. To access your account, please access the home page and click on 'My Account'. Enter your email address and click on 'forgotten', a temporary password will be emailed to you.

Please DO NOT create another customer account.
Q: My Account | I received the following error message: "The street address below does not match our records. If correct, please choose 'Leave address as entered'. Otherwise select correct information from the Alternatives list or correct address manually."
A: We now have the ability to verify Scottsdale residency status via GIS (Geographical Information System).

Non-residents are welcome to create an account and utilize our programs and services. The error message is basically stating that your address is not identifiable as a Scottsdale address.

Residents are citizens who live in or own property within the City of Scottsdale's Corporate boundaries, and pay taxes to the City of Scottsdale. Not all Scottsdale mailing addresses meet these criteria. You can check you residency status by visiting http://eservices.scottsdaleaz.gov/maps/parcel-information.

If you are a non-resident, choose "Leave address as entered" and continue the account set-up process.

If you are a Scottsdale Resident, you may need to remove punctuation from your address line, check the street spelling, or check the abbreviation for RD, PL, ST, BL, CT. If that does not correct the issue please contact our staff at 480-312-7957 and we will be happy to assist you.
Q: My Account | 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 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: My Account | 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: My Account | 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 be requested to provide the email address you used to create your account. After providing your email address, you will be requested to verify your identity by providing your first and last name as well as your date of birth. Upon submission, 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 office during regular business hours and a member of our staff will assist you.

*Please DO NOT create another Customer Account.
Q: My Account | 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).
Q: Activities | Can I view Activities without registering?
A: You can always browse through the Activities without registering. Click View Activities button and look at all the Activities that are offered.
Q: Activities | 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 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) Next, sign in to your online registration 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 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 "13 Years or Older". Click Continue. This system accepts Visa, MasterCard, Discover 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: Activities | What is the Wish List?
A: Search for an activity and in the activity detail screen click on "Add to Wish List." You can search for activities you would like to register for prior to the registration date and then once registration opens click on "Wish List" in the upper right hand corner of the screen to quickly "Enroll" for each activity in your list. You can also choose to search your wish list by clicking the box next to only show activities open for enrollment now.

This is a great feature to help prepare for registration day for classes or activities that fill quickly or to help facilitate your online registration for more than one child/participant.
Q: Activities | 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: Activities | 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 and allow you to click on the activity for more information.
Q: Activities | What if the activity I signed up for is cancelled?
A: If Parks & Recreation cancels the activity, registered participants will be notified by email or phone. A full refund will be given.
Q: Activities | How do I register multiple children at once?
A: Simply register one participant then, after completing the fees step, click 'Register Another Participant for this Activity' link provided at the bottom of the page. You will be returned to this step for the next participant. You can use this process to register as many participants as necessary.
Q: Activities | Can I cancel, transfer or refund an activity online?
A: You may Withdraw/Transfer from an activity up to the start of the activity (unless noted in the activity details). Go to My Account > Account Activity > List Prior Transactions. The "Withdraw/Transfer" button will appear for eligible classes.

Completing a Withdraw (cancellation) online provides you an option to refund back to the original method of payment (credit card) or to place a credit on your account.

Scottsdale's Refund Policy - Unless otherwise stated, all program refunds shall be prorated, less a $10 processing fee, up to and including the 2nd class. No refunds after the 2nd class date. Classes priced at $10 or less are nonrefundable.
Q: Activities | What is the aquatic inclement weather policy?
A: The Aquatic facilities will be closed during electrical storms and other inclement weather. If the pool is closed & lessons are cancelled, lessons will not be made up. If 4 or more days in a session are missed due to weather, a credit can be issued for each day missed, starting on the fourth day. The credit must be requested and is good for future programs.

Always call ahead to verify pool closures.
Q: Activities | Can I get an age override?
A: Age requirements have been established to safely facilitate age appropriate classes. Participants must be the appropriate age by the first day in order to register.

The only exception to this policy is Aquatics learn to swim classes. If your child's skill level is not within the advertised age range, please contact the aquatic facility to discuss age override options.
Q: Activities | I am having difficulty searching for activities.
A: We recommend you use the Advanced Search option and click on the box "include in course description". This search will include the text to describe the activity.

You may also filter by Location, Activity Category and/or Age Category. This may help filter your search even more.

In addition, visit the Recreation Classes and Programs Brochure at http://www.scottsdaleaz.gov/sports/brochure for our print publication of activities.
Q: Activities | Can you accommodate someone with special needs?
A: Yes, Scottsdale's Community Services Division is committed to supporting the full inclusion of persons with disabilities into all public facilities, programs, and activities. If you need assistance to access these programs, please indicate your needs on the registration form and contact Adapted Recreation Services at 480-312-2234. All requests must be made after completing your registration and be requested a minimum of 14 business days prior to the starting date of the program.
Q: Activities | What are incomplete entries and how do I fix them?
A: An incomplete entry in your shopping cart can mean different things. You may have selected a course where you did not meet a certain requirement i.e. age.
You can fix an incomplete entry in two ways:
1. The specific reason your entry is incomplete is always provided on the screen where you select the participant. Click Edit to start the enrollment again; this will take you back to the select participant page where specific error messages are listed.
2. Click Remove to the left of the error message and start over. The specific error will be listed on the page where you select the participant.