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Have a Question?

 Managing My Customer Account

Why is my previous log-in and password from eReg.edmonton.ca or previous golf bookings system not working?

If you previously had an eReg or online golf account, simply go to the Log-in page of this site and select the link to reset your password. When instructed, provide the email address that you previously used for eReg or to book a golf tee time online.

Can’t remember the email address you used? Go ahead and select the Create Account option.

How do I update the email address the City of Edmonton has on file?

First log-in to your Move.Learn.Play account; this will bring you to your Account Preferences page. Select Edit Details from the menu on the left and update your personal information as needed.

I forgot the password to my Move.Learn.Play account. What are my options?

Visit the Log-in page and select the option to reset your password. You’ll then shortly receive an email confirming your request and enabling you to reset your password.

How long does it take to set up a Move.Learn.Play account?

This process is automated and takes just a few minutes.

How do I add (or remove) children to my Move.Learn.Play account?

Once you log in, you will automatically be brought to your Account Preferences. You can add children under the Families and Groups option found within the left navigation. To remove children from your account, please place this request with our Admissions and Customer Service team at MyAccount@edmonton.ca.

Is my credit card information kept on file?

The City follows strict cash handling policy and does not store your credit card information on file.

How do I deactivate my customer account?

Please place this request with our Admissions and Customer Service team at MyAccount@edmonton.ca.

I still have questions. How can I contact someone about my Move.Learn.Play account?

Please email MyAccount@edmonton.ca. Our Admissions and Customer Service team are happy to assist.


 About Memberships and Admissions

What’s happened with my current Recreation Centre membership?

If you are a current member of any of our City of Edmonton Recreation Centres, your membership has been on hold since March 11. On July 6, all memberships will be reactivated with the following options:

  • Keep your membership active.
  • Annual members with Facility Plus or All Facility memberships: Your membership will be automatically extended by the number of days that it was on hold. As well, we will add an additional month to your membership at the end of the term recognizing that you bought a membership at a higher level than we now offer.
  • Continuous monthly members with Facility Plus or All Facility memberships: We will not charge you for the month of August.

I wish to keep my membership on hold, what do I need to do?

If you would like to extend the hold on your annual membership, fill out City of Edmonton Recreation Centre Memberships - Holds and Cancellations form. Annual memberships can be put on hold until January 1, 2021. It will take time to process requests but your request will be back-dated to when you requested. 

For continuous monthly members (all levels), the only available options are to keep your membership active or to cancel your membership.

I want to cancel my membership, what do I need to do?

If you would like to cancel your current membership, please fill out the City of Edmonton Recreation Centre Memberships - Holds and Cancellations form to get a credit on your account or request a refund.

If I have problems with your form, how do I get help?

If you have any challenges with filling out the Google form, please email myaccount@edmonton.ca

I pay my membership monthly as it’s taken from my bank account. When will you start charging my account again?

Your continuous monthly membership will be reactivated as of July 6. Payments will resume based on the membership you have.

Facility Level: payments will resume as of August 4. Your credit from the month of March will be applied to July.

Facility-Plus and All Facility level: payments will resume as of September. Your credit from the month of March will be applied to July. Your August fees will be waived in recognition that you paid at a higher level than our current interim pricing. Regular monthly payments will resume in September.

My membership was set to expire when you closed facilities. Will I have mine extended or will I have to renew when I visit a facility in July?

If your membership was set to expire between March 11 and July 6, then your membership will be active for the number of days you still had left for your current membership term. 

What is happening with Leisure Access Passes?

All Leisure Access Pass memberships were put on hold from March 11 to June 14. They have been extended for 95 days. Leisure Access customers, as of June 14, had access to transit passes and the Edmonton Valley Zoo.

 

 Admission Pricing

Given that only a few facilities are reopening and only a few amenities within them, will you charge less for entry?

We have implemented new memberships fees and admission pricing for those without existing memberships. This pricing level recognizes that our facilities are not running as usual with capacity limits and with reduced amenity access. Our interim pricing is as follows::

Single admission (pay per reservable time slot): 

  • Adults $8.50 
  • Youth/Senior $7.25
  • Child $5.75
  • Family pricing is not available for single admission as each family member must reserve a time slot.

One month pass:

  • Adults $57
  • Youth/Senior $48
  • Child $39
  • Family $156

Annual membership:

  • Adults $504
  • Youth/Senior: $432
  • Child $330
  • Family $1,356

 

Will I be able to purchase any of these online?

Pay per time slot, monthly passes and annual memberships can be purchased online at movelearnplay.edmonton.ca. You can also renew your existing membership online.

What will I have access to for these prices?

You will have access to all areas that are open: Fitness centres, gymnasiums, and aquatics areas.

Please remember that you must book a time to visit a facility. Those paying daily admission will need to select a time and pay at time of booking. Those with monthly passes and annual memberships will need to select a time online and then scan your card at the facility you are visiting.

 Golfing at a City Course

Which golf courses does the City of Edmonton operate?

The City operates Victoria, Riverside, and Rundle Park Golf Courses.

When will the golf courses be opening?

Victoria Golf Course and Riverside Golf Course will open for bookings and public access starting at 7a.m. on May 11, 2020. We have adjusted our processes to ensure we are keeping the health and safety of our staff and golfers our first priority.

What is happening with Rundle golf course?

Due to the financial impacts of COVID-19, which have reduced service levels across the city, Rundle Park Golf Course will need to remain closed for the duration of the summer season.

How can I book a tee time?

We are introducing a new reservation system this year. You can book your tee times and pay online at MoveLearnPlay.edmonton.ca. You will need to create an account and then follow the prompts.

Can I drop-in and walk on the course?

Golfers without a pre-scheduled tee time are not permitted. You must arrange a reservation prior to arriving at the course via online booking or by calling 311.

Is the driving range open?

The Victoria Driving Range is currently closed. We are looking to open it with restrictions as per direction from the Government of Alberta after May 14 in the next phase of re-opening. The exact date will be announced once determined.

Can I cancel my tee time?

Yes. Online cancellations will be placed as a credit on account within two business days and can be used for future purchases.

Are the pro shops and clubhouses open?

All pro shops and clubhouses are currently closed. We are looking to re-open them with restrictions as per direction from the Government of Alberta on or after May 14 in the next phase of re-opening.

Is there food and beverage service?

Not at this time. We will be looking at having food service available once the Government of Alberta confirms that restaurants can re-open after May 14 with some restrictions in the next phase of re-opening. Our water refill stations will also remain closed at this time and beverage carts will not be operating.

If food and beverage are unavailable can I bring my own food?

No, please do not bring your own food or beverages on site. Individual water bottles are allowed.

Are the bathrooms available?

The only bathrooms accessible on each site are in the clubhouse, which will otherwise be closed. Portable washrooms on the golf course will be closed until further notice.

Will league play be allowed?

At this time we will not be allowing league play. We will contact the leagues individually with more information as it becomes available.

Will the golf courses host lessons or events?

At this time we are postponing lessons and events at the facilities. We will update the website with more information as it becomes available.

Can I book a tournament?

At this time we are not accepting group or tournament bookings. Our priority is to be open and operational in a safe manner. We will advise the public when we are able to accommodate group bookings again.

What are some of the operational changes you have made due to COVID-19?

We will not provide tees, scorecards, and pencils unless requested. Ball washers, bunker rakes, and benches will not be available at this time.

Cups will be set so balls will not enter the hole. A putt is to be considered sunk once it hits the modified cup. Please refrain from touching the flagstick, which is to remain in at all times. Groups will not be permitted to play through. Please keep pace at all times to ensure maximum enjoyment of those behind you.

In the case of frost delays or inclement weather, golfers are to return to their vehicles as shelter will not be available in the clubhouse or proshop areas.

No cash sales will be permitted. All transactions must be done with debit or credit card. Please do not arrive at the golf course earlier than 15 minutes prior to your tee time. Avoid congregating in the parking lot (physical distancing).

Are you enforcing physical distancing?

Physical distancing is required at all times and will be strictly enforced (minimum of 2 metres). This includes NO handshaking and NO hugging. In order to maintain physical distancing, please consider continuous putting, 2 ft. gimmes, and only one player on the tee box at a time. Failure to observe physical distancing risks closure of the facility. If you are in violation, you will be asked to leave and may be suspended from future play.

Can I rent a cart?

Power carts are single rider only unless you have proof of the same physical address. Please note that all power carts are thoroughly cleaned and sanitized after each use. Power carts may not be available at all times so be prepared to walk during your round.

What happens if I become ill during my round of golf?

If you become ill while at the course, please discontinue your round, leave the facility immediately, and complete the online COVID-19 self-assessment. After returning to your vehicle, please call the golf course to explain that you became ill onsite and inform them of which facilities you used and objects you touched so a thorough sanitization can be completed.


 Visiting the Edmonton Valley Zoo

 

Can I purchase tickets at the gate?

No. At this time tickets must be purchased in advance. Tickets will be available at 30 minute intervals and you will enter the zoo during the specific time window on your ticket To purchase tickets, please visit MoveLearnPlay.edmonton.ca

I bought my online ticket, do I have to come right at the start time?

Please arrive anytime inside your 30 minute timed entry window to limit overcrowding. We will be closely monitoring capacity to ensure everyone has a safe and comfortable visit.

What is happening with my membership?

Memberships will be extended for the number of days the zoo was closed to ensure members receive the full 12 months purchased.

I am a member, do I have to pay the general admission price or is that included in my membership?

Your membership is still active and will count toward your admission. You still need to book a timed entry online to visit the zoo.

My membership has expired, how can I renew my membership?

Yes, you can purchase or renew memberships on MoveLearnPlay.edmonton.ca

Does my timed ticket mean I have to exit at a certain time?

There is no requirement to leave the zoo at a certain time. You're welcome to explore the zoo at your own pace. We have reduced our daily capacity to help accommodate people who wish to stay longer.

Is there a family admission rate?

No. Our available admission types are General (ages 13+), Child (ages 2-12), and Tot (0-23 months). We are currently offering special admission rates.

Do I have to wear a face mask?

Face masks are recommended but are not required. If you choose to wear a mask, please ensure you are following proper safety precautions when putting it on and removing it.

Will there be any animal talks?

No. Animal talks are currently cancelled.

Will there be any rides? (train/carousel)

Rides and play structures will remain closed for the time being. 

Will the outdoor play structures be open? 

The play structures will remain closed at this time. 

How frequently are you cleaning the washrooms?

All bathrooms will be cleaned and sanitized regularly throughout the day. Please practice good hand hygiene.

Will the Zootique be open?

The Zoo-tique gift shop will have modified operations. 

Will you be selling face masks?

The Zoo-tique gift shop will be stocking a small supply of masks for sale.

Will there be any food service available?

Yes. Moo at the Zoo will be providing walk up service only. 40 Acres will have a takeout window but the indoor seating area is closed. Sandwich & Sons will have takeout service and indoor seating at 50 percent capacity. The vending machines are available. However, water fountains will not be available.

How will I navigate the zoo?

Our online map and the Edmonton Valley Zoo app have been updated to show the paths you will be asked to follow. Directional signage is also in place, and staff will be onsite to help maintain the flow of traffic.

Will there be stroller rentals available? 

Stroller and scooter rentals will not be available at this time. You are welcome to bring your own.

Will there be hand sanitizer stations around the zoo? 

Yes, we will ensure hand sanitizer is available at locations around the zoo, including at the entrance and exit. We also encourage you to bring your own sanitizer and to wash your hands often with soap and water.

Will any buildings be closed? 

Yes. Due to space restrictions to allow for physical distancing, there will be no access to the EdVenture Lodge or the Elephant House. The reptile and nocturnal wings inside Saito Centre will also be closed.

Will there be any exhibits closed? 

The Elephant House and portions of Saito Centre (reptile and nocturnal wings) will be closed, and there is limited accessibility to Arctic Shores due to the uneven path and stairs in the exhibit area. All closures are subject to change. Please adhere to physical distancing requirements in all areas of the zoo.

What if I missed part of the zoo on the one way route?

We ask that you do not back track. If you missed a section of the zoo, please follow the map and directional signage to get to that area with the correct flow of traffic.

Will the Urban Farm contact yard be open? 

No, the contact yard will not be open but you will be able to see the animals in the contact yard. 

What happens if there is a COVID19 exposure while I am visiting?

In the unlikely event that this does happen, the City of Edmonton will work with Alberta Health Services to ensure all proper processes and protocols are followed.

 How to Access a Recreation Centre

 

How do I gain access to a recreation facility/pool when they open?

  • In order to enter a facility, you will need to book a time. That can be done by visiting edmonton.ca/reccentres and clicking on the buy/book now button. 
  • It is important that you book a time. It is the only way you can get access to a recreation centre or pool.
  • Bookings for recreation facilities will open on July 3 at 1:30 p.m. Facilities open on July 6 (or July 13 for Kinsmen Sports Centre). Bookings for indoor pools will open as of July 13 with pools opening on July 20 (select pools for the public on August 4 at Kinsmen Sports Centre).
  • You will receive an email confirming your booking along with information you’ll need to be aware of before you come to a facility.
  • You will be able to book a time slot up to two weeks in advance.
    * Note: Those without access to computers, tablets or smartphones can call 311 to register for programs or to book an entry time.

 

What do I do if I need to cancel?

You will need to send an email to myaccount@edmonton.ca or call 311 in order to cancel your booking.

 How early should I arrive at a recreation centre?

Please arrive no earlier than 20 minutes before your reserved time slot for a fitness centre or gymnasium activity. Please arrive no earlier than 5 minutes before your pool time booking.

What if I’m running a bit late. Will I still be able to get into the facility?

Yes, you will still be permitted to enter within your time slot.

Can I drop in for an activity in a recreation centre?

Drop-in visits are not permitted at this time. We require that you book a time to visit a centre. Using a timed visit allows us to adhere to Alberta Health guidelines and helps ensure the safety of you and and our staff.

Will you announce when facilities are full?

When a facility is at capacity, there will be no open times available when booking online.

Are you tracking people coming into a facility?

Alberta Health requires that we track all visitors to recreation centres for the purposes of tracing potential contacts with someone who has tested positive for COVID-19.

How long are time slots for the different activities?

Time slot for fitness centres, gymnasiums and court sports are 75 minutes, time slots for public swim and aquafit are 60 minutes, and lane swim is 30 minutes.

I want to visit both a fitness centre and then a pool. Can I do that with a single booking?

You will need to make more than one booking. You will need to book at time to use a fitness centre and a time to use a pool. You will need to leave the facility between your bookings.

What are the operating hours for facilities?

Hours of operation will vary according to the amenity (e.g. fitness centre, gym). Please check movelearnplay.edmonton.ca for the operating times for the amenity or activity you want to access.

What do I need to know once I’ve booked my time and before I come to the facility?

If you are experiencing symptoms of illness, please do not visit the facility. We ask that you cancel your booking if you can.

  • Do not visit if you have travelled outside of Canada within the last 14 days.
  • Do not visit if you have been in contact with someone with COVID-19. Stay home and isolate as per Alberta Health guidelines.

When you come to the facility, please show your booking confirmation to the staff member at the front door so we can verify that you have booked a time.

We ask that you come ready for your activity. For example, if you’re going to a fitness centre, then come dressed in fitness attire. If coming to swim, come dressed in swimwear.

We recommend that you leave valuables at home.


 What's Available in a Recreation Centre

 

When recreation centres reopen, what will I be able to do and use in the facility?

  • Fitness centres and gyms will be available for public use in the 5 recreation centres that open in July.
  • At this time, indoor children’s play spaces, whirlpools, steam rooms and saunas remain closed as they are in Stage 3 of the Government of Alberta’s Relaunch Strategy. There is no timeline for Stage 3.

Will there be any restrictions on activities in fitness centres?

  • Fitness centre equipment has been spaced out and the availability of some equipment will be reduced to ensure appropriate distancing between patrons. Items that are not considered safe to share at this point (e.g. TRX, cable attachments with cloth parts, resistance bands, or dynamax balls) have been removed. 

Will indoor running tracks be available?

  • They will not be available. We will be placing fitness equipment on running tracks in order to ensure physical distancing in fitness centres. 

Are indoor fitness programs being offered?

  • Indoor instructor-led group fitness programs are not offered at this time. Outdoor instructor-led fitness programs are being offered. More information is available on outdoor programs at edmonton.ca/Outdoorfitness
  • Personal training services are not available. This includes those offered by the City of Edmonton and third-party personal trainers.

Are drop-in programs and open gym times available?

  • To adhere to Alberta Health guidelines, there will be no spontaneous/drop-in/open gymnasium times available. Gymnasium access must be reserved in advance, and initially will be limited to badminton and pickleball in cohorts only.

What about pools? When do they open?

  • Indoor pools will open on July 20 at Clareview Community Recreation Centre, Bonnie Doon Leisure Centre and Jasper Place Fitness and Leisure Centre.
  • Kinsmen Sports Centre aquatics area will open for limited public use on August 4.
  • Outdoor pools will not open this year due to the financial challenges the City of Edmonton’s faces from the COVID-19 pandemic.

What aquatic programs are available?

The following opportunities are available with a timed entry:

  • Lane swimming: One person or cohort per lane, with a 30-minute time limit. Book a time through edmonton.ca/reccentres.
  • Public swims: Open to any individual. Book a 60-minute time slot through edmonton.ca/reccentres.
  • Aquafit classes: Register through edmonton.ca/reccentres.
  • Swimming lessons: classes are one instructor and one participant only. Register through edmonton.ca/reccentres. Registration opened on June 30.


* Note: Those without access to computers, tablets or smartphones can call 311 to register for programs or to book an entry time.

 

 Taking an Outdoor Fitness Class

 

How early should I arrive?

Please arrive early enough for class to start on time but no earlier than 20 minutes.

What do I need to bring?

Proof of registration (e-mail or printed copy), yoga mat or towel, hand sanitizer, sweat towel, clothing for the elements, sunscreen, bugspray, water bottle, and hat.

Can I register through 311?

Yes, registration is available through both movelearnplay.edmonton and 311.

Will there be hand sanitizer stations on site?

Yes, hand sanitizer with 60% alcohol or higher will be provided.

Will I have access to washrooms or change rooms?

Unfortunately, washrooms and change rooms may not be available on location.

What happens if there is a COVID19 exposure while I am visiting?

In the unlikely event that this does happen, the City of Edmonton will work with Alberta Health Services to ensure all proper processes and protocols are followed.

What if I have a City of Edmonton Recreation Centre Membership?

Outdoor Fitness Classes are included in Recreation Centre Memberships. For more information about memberships, visit edmonton.ca/reccentres.

Can I cancel my registration?

The City of Edmonton may cancel classes due to inclement weather. Participants will be notified, via email, a minimum of two hours prior to class start time if inclement weather occurs more than two hours prior to class. The instructor will determine if the class will be cancelled if the inclement weather occurs between the two-hour window prior to class up until the end of the class. Refunds will automatically be put on the participant’s City of Edmonton account in these instances.

What happens in cases of poor weather?

Participants can cancel (remove their registration from a class), with no penalty, up to four hours prior to the start of the class time.

What is the City doing to ensure the AHS’s guidelines are followed for Covid-19 precautions?

Each instructor will have a Covid-19 update in their First Aid training in the case of an emergency. They will also have hand sanitizer and other PPE on site. The instructors will ensure everyone is practicing physical distancing at all times, and registration is completed online so no contact is needed.

 Our Safety Protocols

What are you doing to ensure my safety while I’m in the facility?

  • Signage will be in place at facilities to help guide you. Staff will also be available to help with directions.
  • Please follow all entry and exit signage at facilities.
  • We encourage you to wear a mask while you are in a facility to protect those around you, although not during intense physical activity or while in the pool.
  • You are asked to come in either your workout clothes for fitness centres and gymnasiums or swimsuits for pools.
  • Alberta Health recommends you bring your hand sanitizer with you, but we will have hand sanitizer available in multiple locations throughout the facilities.
  • Gathering in common spaces is discouraged and seating areas will be closed.

What are you specifically doing for safety in fitness centres and gymnasiums?

  • Fitness centre capacity will be a maximum of 100 people depending on the facility.
  • Courts in gymnasiums are limited to a maximum of 4 people per court.
  • Equipment in fitness centres has been spaced apart to comply with physical distancing guidelines. 
  • In areas where powered equipment cannot be moved, some equipment will be taken out of use to ensure proper physical distancing.
  • Our Amenity Coordinators and Member Experiences Liaisons will also help by:
    • Directing traffic and ensuring proper user etiquette including thoroughly cleaning equipment before and after use. 
    • Working with custodial staff to ensure all high-touch areas and amenities are regularly cleaned. 
    • Monitoring physical distancing and ensuring guidelines are adhered to for playing court sports (badminton and pickleball). 
    • Educating patrons in all fitness centres and gymnasiums about current COVID-19 guidelines for facilities.
  • Signage throughout facilities will assist with patrons having a safe and enjoyable experience and signage leading into facilities will remind people of the public health guidelines and the need to have a time booked for entry.
  • Additionally, new queuing markers and control devices will be in place to assist patrons in maintaining appropriate distances.

Will bathrooms be available?

  • Yes, bathrooms are available. We remind you to follow Alberta Health guidelines and wash your hands after using bathrooms.

What are you specifically doing for safety in pools/aquatic centres?

  • A staff member will be present to help with information on physical distancing. 
  • There will be a limit of 40 people in an aquatics area. Individual activities will have their own capacity limits based on physical distancing. 
  • Lane swim will be restricted to one swimmer per lane.
  • Where practical, we will use lane ropes to create dedicated areas for individual customers or family cohorts.

Will hot tubs and steam rooms be open?

  • At this time, those are scheduled to open in Stage 3 of the Alberta Relaunch Strategy. There is no date when that stage will occur.

Will locker rooms be available for fitness users?

  • We ask that you arrive at the facility in your workout clothes
  • There will not be change room access for fitness centre or gymnasium users. 
  • Valuables lockers may be available in facilities where physical distancing is possible.

Will locker rooms be available for pool users?

  • We ask that you arrive at the facility already in your swimsuit.
  • Aquatic changerooms will be available only when you are leaving the pool areas. There will be only one-way traffic through the change rooms. 
  • Non-transparent waterproof bins will be provided on the pool deck in which to store personal items.  
  • Valuables lockers may be available in facilities where physical distancing is possible.

Are there limits on how long people can stay in a facility?

  • There will be time limits on how long people can be in a facility. That will depend on what amenity you are using and the activity in which you are involved. For example, people will be able to use fitness centres for 75 minutes followed by a 15-minute transition and cleaning break before the next 75-minute activity block. 
  • In pools, for example, swim lane usage is limited to 30 minutes.
  • Once you are done, we ask that you leave so that cleaning can take place and to make room for others coming in for their scheduled visits.