Look through our Frequently Asked Questions (FAQs)Give Feedback
Why is my previous log-in and password from eReg.edmonton.ca not working?
If you previously had an eReg account, simply go to the Log-in page and select the link to reset your password. When instructed, provide the email address that you previously used for eReg. 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?
As your email is foundational to your customer account (both online and overall), we ask that you have this field updated by calling 311 or simply ask our front counter staff next time you visit a facility or attraction.
I forgot the password to my Move.Learn.Play account. What are my options?
Visit the Reset Password page and enter the email address used for your account. You’ll then shortly receive an email confirming your request that enables 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) family members / dependants to my Move.Learn.Play account?
If you already have members associated to your non-online account or previously had these members listed within eReg, you can keep these members linked to your account by following these steps when first visiting the Move.Learn.Play portal. Please go to the Reset Password page, enter your email address that we have on file (or that was associated to your eReg account) and reset your password. Once you log back in and click over your name (at the top of the page) to open your account profile, you will see members previously associated to your account listed under Families and Groups.
If you do not have an email address listed on your customer account and / or were not a previous eReg customer, please create a Move.Learn.Play account. Then, log in and click over your name (at the top of the page) to open your account profile. From there, select Families and Groups from the menu. Within this section, you can add family members as needed. Please note that all customers must call 311 or ask our front counter staff in order to remove members from their account.
Where do I go to see the previous programs and courses that I, or a member on my account, have taken?
Once you log in to your Move.Learn.Play account, you will be brought to your account preferences or home page, which can also be accessed by click on your name. Once there, select My Courses. Here, you will find all the programs and courses where you have enrolled using your Move.Learn.Play account. Please note that historical records prior to January 2019 will not be listed on your account (due to our system upgrade).
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.
What do I need to know while the site is processing my payment?
To avoid being charged multiple times while your payment is being processed, please do not change, refresh or close your browser. In the event your payment is not processed, you will see a message displayed after the payment attempt has been made.
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?
You can email MyAccount@edmonton.ca. Our Admissions and Customer Service team are happy to assist.
What’s the difference between a Drop-in Activity and a Registered Program?
Our facilities and attractions offer a variety of courses, activities and programs that do not require registration. For these activities, patrons can simply look up the schedule on when these offerings are available and spontaneously drop in. Note that most drop-in activities are included within the admission fee and with any level membership; however, leader led drop-in activities require a Facility Plus or All Facility level membership.
The City also offers more in-depth and structured programs. These registered programs have limited spots available and enrolment is on a first-come, first-served basis.
Can you tell me when enrolment opens for City of Edmonton registered programs?
2019 program registration dates are as follows:
Members: January 29, 2019 at 8:30am
Non-Members: January 30, 2019 at 8:30am
Members: March 12, 2019 at 8:30am
Non-Members: March 13, 2019 at 8:30am
Members: April 30, 2019 at 8:30am
Non-Members: May 1, 2019 at 8:30am
Members: July 16 at 8:30am
Non-Members: July 17 at 8:30am
Members: October 30, 2019 at 8:30am
Non-Members: October 31, 2019 at 8:30am
How do I know when my registration, booking and / or rental is confirmed?
When you register through your Move.Learn.Play account, you’ll receive an email confirmation notifying you of your registration, booking and / or rental. Please note that fees must be paid in full at the time of registration. Participants are not considered registered until payment has been received.
Why do I need to enter my child’s information as part of the registration process?
We offer several activities and programs that have prerequisites in terms of age and experience. Entering the required information allows us to align our offerings to your child’s specific needs.
How can I get customer service support about my online enrolment?
We’re happy to assist. Please contact our Admissions and Customer Service team at MyAccount@edmonton.ca.
The registered program I’m seeking to enrol within looks to be full. Are there waiting lists available?
When you book online, you can see exactly how many spots are available in the program. Once a program is full, you will see a waitlist button available (where we have this option made available).
Will I be notified if my program is cancelled?
In the event that a program is cancelled due to inclement weather conditions, low registration, facility or equipment problems, instructor illness or unavailability, staff will notify participants prior to the program start date.
What’s the policy in terms of withdrawing or transfering my program enrolment?
You can transfer immediately into another program, subject to availability. Withdrawals and transfers are permitted without penalty up to 15 days prior to the program start date. A $10 administration fee will apply if a withdrawal or transfer is requested 15 days or less prior to the program start date. If the program has started, a $10 administration fee will apply, and a prorated balance of the program fee will be refunded. Please call 311 or speak with our front counter staff to withdraw or cancel. You can also learn more about our registration withdrawals and cancelation practices on edmonton.ca.
How do I know if my program is cancelled?
In the event that a program is cancelled due to inclement weather conditions, low registration, facility or equipment problems, instructor illness or unavailability, staff will notify participants prior to the program start date. You will also receive an email notification from your Move.Learn.Play account.
When will my credit card be charged?
We confirm registration, booking, rental and / or purchase at the time of payment being received. Payments are processed instantaneously.
What are the various types of memberships and how much do they each cost?
Explore which membership plan will fit you and your family best. We offer recreation memberships as well as memberships for our attractions. Also checkout our Naturally Edmonton Annual Membership. It includes year-round access to the Edmonton Valley Zoo, Muttart Conservatory and John Janzen Nature Centre, plus one all-facility recreation centre admission that can be redeemed for one-time use at any City of Edmonton recreation centre.
I just purchased a membership and would like more information. Who can I contact?
Our Membership Experiences Team is here to help. Please email firstname.lastname@example.org with your particular request.
When will I be able to purchase or renew a membership through my Move.Learn.Play account?
We’re working hard to deliver this great feature to you. If you opt in to receive updates within your Account Preferences under Communication Preferences, we’ll notify you as soon as it becomes available.
How can I learn more about a particular City of Edmonton Recreation Centre?
There are a few great ways. Information about each of our recreation centres can be found on edmonton.ca. We also include a summary of our facilities, along with information related to amenities and accessibility, within the City of Edmonton Recreation Centres Program Guide. Lastly, you might also want to checkout our Edmonton Recreation Centres mobile app; available at the Google Play and App Store.
How can I learn more about a particular City of Edmonton Attraction?
The City of Edmonton has several vibrant, welcoming and family-fun attractions. Learn more about each of them on edmonton.ca.