Frequently Asked Technical Questions 

Please review the solutions to the common technical issues below.

Why can't I log in? Why isn't my password working?

Please use the "Forgot My Password" button on the login page. You will receive an email with instructions on how to reset your password. Please ensure you have the correct email on file. If this does not resolve your issue, please email us at customerservice@nvrc.ca and include your name, phone number, and the email on your account. 

Why am I not receiving confirmation emails or receipts?

Please ensure that the email address communication@perfectmind.com is added to your safe senders list. 

Why is the system no longer working for me? I'm using the same device/browser I always have.

NVRC's registration system is optimized for use on laptop and desktop computers using the latest version of the Google Chrome browser. Please see the troubleshooting section below for more information and links to update your browser. 

Why am I getting an error message, spinning wheel, or page loading issue?

• Ensure you are using the latest version of the Google Chrome browser
• Ensure your internet connection is active and stable 
• Reload the page
• Check that your device window is not zoomed in 

If the issue persists, please follow the Troubleshooting Steps in the section below. 

Why can't I complete my payment?

• Reload the payment page
• Ensure your credit card information (expiry date, etc.) is up to date
• Ensure that the address entered matches the billing address on the credit card
• Re-enter the credit card details

Please note: the system does not accept Visa Debit cards. If this does not resolve your issue, please call or visit us in-person to complete your registration. 

Troubleshooting Steps

Please consider the following troubleshooting steps to assist you with your registration system issue. 

1. Ensure your device and browser is compatible and up to date.

NVRC's registration system is optimized for use on laptop and desktop computers. While the system will work on select smart phones and tablets, we highly recommend using a laptop or desktop computer when possible, especially if encountering issues on your phone or tablet.  Please ensure that your are running the most updated operating system for your device. 

2. Ensure you are using the latest version of your web browser

NVRC's registration system is optimized for the Google Chrome brower and does not support older browsers. We highly recommend using Chrome and ensuring your web browser is updated to the latest version.

• How to Update Google Chrome
• How to Update Safari 
• How to Update Microsoft Edge

3. Consider clearing your device's cache and cookies

When you use a web browser, some information from websites gets saved in the browser's cache and cookies. Clearing them may fix certain issues such as loading or formatting. 

• Clearing Cache & Cookies on Google Chrome 
• Clearing Cache & Cookies on Safari (iPhone, iPad, or iPod Touch) 
• Clearing Cache & Cookies on Safari for Mac
• Clearing Cache & Cookies on Microsoft Edge 

4. Consider enabling pop-ups

Having pop-ups disabled may interfere with how websites load for you. 

• How to Allow Pop-Ups for Chrome
• How to Allow Pop-Ups for Safari on Mac 

5. Advanced users only: consider disabling add-ons or other interfering software

Certain add-ons or software may interfere with NVRC's registration system functionality. Consider troubleshooting this issue by temporarily disabling these add-ons or software to see if performance improves. Please note: because of the potential issues associated with disabling some software, this should be done at your own risk and by advanced users only. 

6. Try a different device or browser, or use a "private browsing" window.

If the issue persists after following the troubleshooting steps above, we suggest using a different device, browser, or using your browser's version of Google Chrome's incognito window. 

7. Visit us in-person or call us.

We apologize if the steps above didn't help improve your performance on your device. Our customer service staff are happy to help complete your registrations and can be reached at 604-987-7529, Monday to Sunday, 9:00am - 5:00pm. You may also visit any of our recreation centres in-person during front office hours. 

NVRC staff is available to assist with  creating new accounts, modifying existing accounts, and account access issues. For the protection of your property and privacy, NVRC staff is not able to provide technical support for clients in-person, by phone, or by email. If you continue to experience technical issues after reviewing the solutions below, please call or visit us to complete your registration. 

How-To Videos

The videos below will show you how to book a visit (including viewing your schedule) and how to cancel a visit.  

How to book a visit

This video shows how to book a visit.  The video also shows you how to view your schedule and cancel a visit if you need to.

You can book a visit for these sessions from 9am on the Monday, one week before the session. When a statutory holiday falls on a Monday, registration for the following week is on Tuesdays. You can do this online or by calling 604-987-7529.

How to cancel a visit

If you can't make your pre-booked visit time, please remember to cancel so others can sign up for the spot.  

This video shows just the steps needed to cancel a visit.

How to view a credit on your account

Learn how to view available credits on your account. 

How to manage and edit personal details on your account

How to view your bookings, cancellations, and waitlists

How to use the My Program Guide tool

How to book a court at the North Vancouver Tennis Centre

Learn how to book one of our 24-hour courts at the North Vancouver Tennis Centre.

How to find and complete our camp permission forms

For more information or questions call us at 604-987-7529.