|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:
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 email@example.com
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 has been 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.
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):
One month pass:
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.
|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.
|EPCOR Zoominescence Event|
When does the event run?
Thursdays-Sundays, Nov. 27-January 3. Daily the week of Christmas. Closed Dec. 24 & 25. 3:30- 9 p.m.
Why have the zoo hours changed?
We are committed to hosting the annual Zoominescence event, which is normally hosted by the Valley Zoo Development Society. Because of budget constraints due to the COVID-19 pandemic, the zoo is co-hosting the event this year. In order to stay within budget and provide the best possible experience for our visitors, the only hours the zoo will be open during this time period are the Zoominescence festival hours - 3:30-9 p.m.
When is the zoo open?
Thursdays-Sundays, Nov. 27-January 3. Daily the week of Christmas. 3:30-9 p.m. Closed Dec. 24 & 25
How much does it cost?
$14.95 per Adult / $10.50 per Child / $13.50 per Youth or Senior
Can I use my memberships?
Yes, memberships are accepted but you still need to book your timed entry online.
Why is it called EPCOR Zoominescence?
EPCOR graciously agreed to be the title sponsor of this event to help offset our costs.
|How to Access a Recreation Centre|
How do I gain access to a recreation facility/pool when they open?
How do I book through MoveLearnPlay?
What do I do if I need to cancel?
You will need to send an email to firstname.lastname@example.org 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.
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?
Will there be any restrictions on activities in fitness centres?
Will indoor running tracks be available?
Are indoor fitness programs being offered?
Are drop-in programs and open gym times available?
What about pools? When do they open?
What aquatic programs are available?
The following opportunities are available with a timed entry:
* Note: Those without access to computers, tablets or smartphones can call 311 to register for programs or to book an entry time.
|Our Safety Protocols|
When do I need to wear a face mask?
Effective August 1, 2020, wearing a mask or face covering is mandatory in all indoor public places and public vehicles. This applies to the publicly accessible areas of businesses/retail spaces and includes transit, transit centres and LRT platforms. Masks are not required when engaging in physical activity in recreation centres and are not allowed in pools. For more information, please visit edmonton.ca/COVID19
What are you doing to ensure my safety while I’m in the facility?
What is a face covering?
A face covering is a material or mask that covers a person's mouth and nose to prevent the spread of respiratory droplets. Acceptable forms of face coverings include:
What are you specifically doing for safety in fitness centres and gymnasiums?
Will bathrooms be available?
What are you specifically doing for safety in pools/aquatic centres?
Will hot tubs and steam rooms be open?
Will locker rooms be available for fitness users?
Will locker rooms be available for pool users?
Are there limits on how long people can stay in a facility?