• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: How do I establish an online account?
A: Before registering for any activities online, you must establish an online registration account.

This is how you create an online registration account:

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 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: Where is the Park and Recreation website?
A: It's at www.sandiego.gov/park-and-recreation
Q: What are your refund policies?
A: Refund policies vary depending on type of activity or facility, and are covered in the current Park and Recreation fee schedule, at www.sandiego.gov/park-and-recreation/pdf/feeschedule.pdf .
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 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: What should I do if I forget my password?
A: When you are prompted to sign in, check the Forgotten link. Enter the email address associated with the account and you will receive an email with a new password. When you log in with the new password, you will be prompted to change your password.

If you are still having trouble, please contact your local recreation center during business hours for assistance.

*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 View Activities button and look at all the activities that are offered.
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 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 Email Address 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.

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.

7) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: 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 offered 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. Should your choice be full, it is recommended that you choose an alternative activity.
Q: How can I view a schedule of my family's upcoming activities?
A: The My Account feature allows you to view a weekly or monthly schedule of your family's upcoming activities.

From the top right-hand corner of the page, click on the My Account link. Log in if prompted, then click on the Show Your Daily Schedules 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. There is also an iCalendar function available, which can export to various calendaring programs such as Microsoft Outlook and Google Calendars.
Q: Can I view my transaction history and print out my past receipts online?
A: You can view your transaction history and print your receipts online, once your online account 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 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: Why are there convenience fees for registering online?
A: A Convenience Fee is a small charge associated with online transactions. This fee is typical for sales processed via the Internet and is charged by our third party software provider, not by the City of San Diego. The amount of the fee is based on the transaction subtotal amount.
Q: How much are the convenience fees?
A: For Online Registrations, a Third Party $2 Transaction Fee and 3% Credit Card Processing Fee will be charged for every transaction. These fees are nonrefundable.

For In-house Registrations, a Third Party $2 Transaction Fee will be charged for every transaction. This fee is nonrefundable.
Q: What if I don't have internet access, or do not want to pay with a credit card?
A: Easy! - Visit one of our nearby Recreation Centers or pools, and we will gladly assist you with registration during office hours. In-office registration allows you to pay by cash, check or credit card. The 3% credit card processing fee is not charged for in-office registration. To find the nearest recreation center or pool, visit our website at http://www.sandiego.gov/park-and-recreation/centers.
Q: What if I don't want to use ActiveNet to register?
A: ActiveNet is the system used by Park and Recreation to create class rosters and accept payment. If you are uncomfortable with creating an ActiveNet account but still want to participate in programs, please contact our staff at your nearest recreation center or pool to discuss your options.
Q: What if I don't have an email address?
A: Our Recreation Center front desk staff can create an account for you in person without an email address. Please stop by during office hours for assistance.
Q: Is Active.com a secure site?
A: Yes, Active.com (corporate name ActiveNet) is secure and is more sophisticated than older on-line class registration systems. This system supports increasingly strict protocols around protection of personal data, and protection against hackers. ActiveNet is also fully compliant with the latest Payment Card Industry (PCI) standards.
Q: What are Payment Card Industry standards?
A: Payment Card Industry (PCI) sets industry data security standards for protecting sensitive customer payment card data. These standards have been adopted by Visa, MasterCard, American Express, Discover Card, and JCB. ActiveNet is fully compliant with those standards.
Q: What does the City of San Diego do with my personal information in ActiveNet?
A: In accordance with the City's Privacy Notice (http://www.sandiego.gov/directories/privacy.shtml), we do not collect information for commercial marketing. Please see the City's Privacy Notice for more details.
Q: Why did the City initiate on-line registration?
A: This tool helps minimize cash transactions at recreation centers, automates our accounting processes, and improves Internal controls. Additionally, many customers desire on-line access to register for the many programs, activities, and permits offered by the City of San Diego Park and Recreation Department.