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Answers to FAQs For Online Registration Customers
- Q: How do I create my Customer Account?
- A: Before registering for any activities on our website, you must establish a Customer Account.
The process is very easy:
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: You do not need to make a separate account for your child/children. You will have an opportunity to add children and other family members to your account during the process.
3) We recommend you set up your account before the registration date of programs, to help speed up the process.
- 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 a 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: 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.
- Q: What should I do if I forget my password?
- A: When you are prompted to sign in, click on the Forgot Your Password? link. You will be requested to provide the email address you used to create your account. 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: 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 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, you will have the opportunity to add a billing address at the end of the transaction.
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: You will have the option of placing yourself on the wait list. You will be contacted in the event that a space opens for that Activity or if additional Activities are added. If we are unable to contact you, your space will be given to the next customer on the wait list.
If you do not want to be placed on the wait list, click the Remove button that appears on the Shopping Cart screen.
*Please Note: Placement on a wait list does not guarantee a spot in the Activity. For guaranteed participation, please choose another Activity with registration space.
- Q: Is there a Wait List Process?
- A: Yes. Due to the popularity of our programming, you may find the activity that you want is already full and you will be prompted to add the participant's name to the wait list. When on a wait list, if a space becomes available you will be contacted by staff to offer you the spot and submit payment by a deadline date. As well, by adding your name to the wait list, you help us identify the need for additional programming and community services.
- Q: Can I add my child's name to a wait list and then enroll him/her in another class for the same program, such as the Tiny Tot Program?
- A: No. Only wait list once for each class, for each participant. Choose either to stay on the wait list or register for the same class at a different day/time - but not both. By doing both, you limit the opportunity for another participant to enjoy our programs. Please be considerate and help us accommodate as many participants as possible.
- Q: Will my position on the Wait List remain the same or change?
- A: Please be aware that positions on the wait list constantly change due to pending enrollments, pending payments and/or cancellations. If a space becomes available you will be contacted by staff to offer you the spot and submit payment by a deadline date.
- Q: What is your refund policy?
- A: Recreation Programs Refund Policy:
-Request for withdrawals, refunds, or transfers for all Recreation Programs require written notice via email to recreation@weho.org ten days prior to start date of the program. Submitting a refund request does not ensure the refund will be granted.
-Make-up classes or refund will NOT be given for any dates missed by patron for any reason.
-Full refunds are available for classes that are cancelled by the city.
-A refund check is issued for all check or money order transactions. This refund process takes 4 - 6 weeks. Credit card transactions will be refunded to the same credit card within five business days.
-A $5 administrative fee will be charged per transaction per participant.
Aquatics Facility Refund Policy:
-If the facility is closed for an unforeseen reason, the Aquatics programs or classes for that date or dates will be refunded to the patron's account.
-Make-up lessons or refunds will not be given for any dates missed by patrons for any reason.
-Requests for withdrawals, refunds, and transfers for all Aquatics programs and classes must be made ten days prior to the start date of the program or class.
-Requests for withdrawals, refunds, and transfers for all Aquatics programs, classes, and memberships must be submitted via email to the Aquatics Supervisor, Cortez Jordan, at cjordan@weho.org
Facility Reservation Refund Policy:
-Reservation refunds or change of facility require written notice ten days prior to reservation date via email to recreation@weho.org
Submitting a refund request does not ensure the refund will be granted.
-Refunds will not be issued with less than ten day notice.
-Rental refunds of Picnic Zones will not be made for predicted weather conditions.
-A refund check is issued for all check or money order transactions. This refund process takes 4 - 6 weeks. Credit card transactions will be refunded to the same credit card within five business days.
-A $5 administrative fee will be charged per transaction per participant.
- Q: Am I able to get a partial refund for a class I missed during a session?
- A: No. Fees or deposits for Recreation programs are not prorated.
- Q: What is your policy for late pick-up's?
- A: Parents and/or Guardians must pick up children and youth participants ON TIME at the end of each class or camp day. THERE IS NO GRACE PERIOD. Should the participant be picked up late, a $1 per minute late fee will be charged, starting the minute after the end of class. Late fees much be paid before the child can return to the program or class. If a parent or guardian is repeatedly late picking up their child, they risk suspension from the program without refund.
- 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 or monthly schedule of your family's upcoming Activities.
Sign into your account and click on the My Account link. Then click on the Show Your 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 been enrolled in and allow you to click on the activity for more information.
- 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).
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