• Frequently Asked Questions

Answers to FAQs For Online Registration Customers

Q: --- CUSTOMER ACCOUNT QUESTIONS
A: --- CUSTOMER ACCOUNT ANSWERS
Q: Do I need a Customer Account?
A: You do not need an account to view our offerings.

Before making any purchase on our website, you must establish a Customer Account with a Login Name and Password. If you have registered for an activity, signed up at the YAP or reserved a facility with us since May 2013 you have an account already. Your login name will be the email address you gave us at that time. You will need to request a new password.
Q: How do I create an account?
A: This is how you create an 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: 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: 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: 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 is a Processing Fee?
A: A Processing Fee is is a small charge associated with online transactions. The charge is based on the transaction subtotal amount. This fee typical for sales processed via the Internet and is charged by our software provider. Thus, St. Charles County does not receive any of the processing fee and is unable to refund.
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).
Q: --- FACILITY RELATED QUESTIONS
A: --- FACILITY RELATED ANSWERS
Q: How do I reserve a facility?
A: Once your account has been established, reserving a facility is easy:

IT IS RECOMMENDED THAT YOU SIGN IN TO YOU ACCOUNT BEFORE STARTING.

1) Click the "Reserve a Facility" button.

2) Click the Reserve A Facility Using Maps button.

3) Click on the map name that describes the facility type and park that you wish to view.

4) Enter the date that you would like to make a reservation. You can either type in the date or you can click on the calendar icon on the right and select a date. If you want to reserve for more than one day you can change the number of days/nights and the end date will change automatically.

5) Enter the number of attendees that will be using the facility.

6) Click the Check Availability button.

7) Available facilities will be indicated with a green thumb up icon.
Booked facilities will be indicated with a red thumb down icon.
Unavailable facilities will be indicated with a yellow triangle icon.
Scroll over the icon for more details.
Use the arrows and plus or minus signs to move around the map or to zoom in and out to see details better.

8) Click on a Green Thumb Up, Review the Reservation summary, Click on the Reserve & View Facilities button to continue with reserving the facility on the date you have already selected.

9) Next, sign in to your online registration account by entering your Login Name information and Password. Proceed to checkout by clicking the Continue button. If you do not already have an online account you can create one at this point.

10) If there are required items regarding the facility you wish to rent you will be presented with some checklist items you need to agree to reserve the facility. Click the agree to waiver box(s).

11) If there are questions we need to ask regarding the facility reservation you will need to select the answer that applies to your reservation for each question. Once you have answered each question click on the Continue button.
*Some answers to the questions will result in a box stating you need further approval. You can proceed with the reservation but you will need approval for that specific item. Failure to get approval and doing that item during your reservation will result in a violation of your reservation agreement and can result in an immediate termination of your reservation.

10) Confirm the facility you are reserving, date(s), and price. Read the waiver and if you agree to it click the Continue button.

11) You will then proceed to the payment section. 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.

12) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: What does the number of attendees mean when reserving a facility?
A: The number of attendees means the number of people that will be using a specific facility. It is not necessarily your group total. For example if you have a group of 8 that want to reserve tent sites. Tent sites have a maximum number of 5 guests. You could reserve one tent site with 5 as the number of attendees and a second tent with 3 as the number of attendees.
Q: What do the times on the calendar indicate?
A: When viewing a reservation calendar, the dates that have times means that the facility is booked on that day.
Q: How can I view facilities availability without using the maps.
A: 1) Click the Reserve & View Facilities button on the Online Services home page.

2) Click the View Facilities Booking button.

3) Select the location (park), feature and/or facility type that you wish to view. Then click submit

4) You can click on the facility name, location or reserved dates for more information. Click on the map icon to see the facility on a park map or to reserve the facility.
Q: How can I put a facility reservation in my cart?
A: Currently the software does not provide a way for reservations to be place in your cart. We are working with our software vendor to improve this situation.
Q: Can I reserve a facility and enroll in an activity on the same transaction?
A: Currently the software does not provide a way for reservations to be placed in your cart. That is needed for you to reserve a facility and enroll in an activity on the same transaction. We are working with our software vendor to improve this situation.
Q: Can I reserve more than one facility at a time?
A: Currently the software being used for online reservations can only process one facility reservation per transaction. You can reserve more than one facility but you must pay for each in a separate transaction. If you wish to reserve more than one facility on a single transaction please call our office at 636-949-7535. We are working with our software vendor to improve this situation.
Q: --- ACTIVITY RELATED QUESTIONS
A: --- ACTIVITY RELATED ANSWERS
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 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: 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: Can I enroll in an activity and reserve a facility on the same transaction?
A: Currently the software does not provide a way for reservations to be place in your cart. That is needed for you to enroll in an activity and reserve a facility on the same transaction. We are working with our software vendor to improve this situation.
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 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: 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.