Registration FAQs

Answers to Your Registration Questions

Can I create my own account online?

You can create your own account online as long as you do not already have an account. If you are unsure if you have an account set up with us, try logging in with your primary email and click the 'forgot password' link. If this doesn't work, continue on creating a new account

I forgot my password

If you have forgotten your password, please click the 'Forgot your password' link under the blue 'Login' button on the Login page.

Can I add a new family member to my account?

You can add additonal people to your family account online.  All clients added to the account should be family members who live at the same address.

How do I search for programs?

Use our Activty Search tool to view our programs, drop-ins and Book-A-Visit sessions. You can also access the registration system directly to search for programs.

What do I do if the system says I am not the correct age for the program?

Some programs have age and/or school grade requirements.  Make sure each of your family member's birth dates and school grades are correct on your account.

If you have questions regarding age requirements, contact our customer service staff at 604-987-7529.

What are your refund policies?

Visit our Refunds page for all the information on our refund policies.

Can I apply for financial assistance?

North Vancouver Recreation and Culture assists North Vancouver residents who face financial barriers to participate in recreation and culture programs. For more information, view our Financial Assistance section. Call 604-987-7529 to book an appointment to apply for financial assistance.

Can I withdraw from a program online?

Yes, it is possible to withdraw online.

To withdraw from a program that you’re registered in online you need to do the following:
 
  1. Log into your account
  2. Select the person whose course information you want to view
  3. Scroll down and click on schedules.
 
The courses which you have registered for will appear in the calendar, but you may find it easier to switch to list view. 
 
  1. Find the course you would like to withdraw from
  2. Click on actions on the right hand side
  3. Select withdraw

Some courses which have additional fees (e.g. course materials or clay for pottery), do not allow online withdrawals. If you experience problems, please call us on 604.987.7529.

Usually, you can withdraw online if the program start date is more than 7 days away. For most programs, withdrawals made 7 days, or less, prior to the first day of a multi-class program can be done in person or by calling 604.987.7529 and will be refunded less the pro-rated cost of one class.

To see the exceptions to the rules above, view our Refunds Policy.

What do I do when I get locked out of my account?

The new registration system offers you the chance to reset your password. Click the 'forgot password link' on the login page to have a temporary password emailed to you. If this is not successful, please call 604.987.7529. For further assistance during operating hours or your facility of choice, view the full list of facility hours and contact hours here.

Still Searching for Answers?

If you have more questions, please speak with one of customer service representatives in our Customer Call Centre at 604-987-7529 Monday - Friday, 9:00am-6:00pm, Saturday & Sunday 9:00am-5:00pm, or use our Contact Us online form to submit your question, comment or suggestion.