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Managing My Account, Membership or Admission

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 login 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 login 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.

Memberships

What's happened with my current membership?

All memberships will become active as of July 1, 2021.

Prior to July 1, you can reactivate your membership by scanning your card with your first reserved visit at a facility.

Please note that 2021 pricing will be in effect for reactivated continuous monthly memberships.

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

Membership vacation holds are only available for annual members. Contact our front desk or myaccount@edmonton.ca to use a vacation hold.

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

You can cancel your membership by contacting our front desk or emailing myaccount@edmonton.ca.

Visiting a Recreation Centre

Entry to a Recreation Centre

How do I gain access to a recreation facility?

The City of Edmonton has adopted the Government of Alberta’s Restrictions Exemption Program which allows us to provide a safe experience for those visiting our recreation centres.

Everyone age 12 and over who wishes to enter a recreation centre will need to provide either proof of COVID-19 vaccination or a negative COVID-19 test. Individuals age 18 and over must also present a photo ID at the same time.

September 20 to October 25: proof of a single dose is considered acceptable as long as the dose was given more than two weeks before the time of entry.

After October 25: proof of double vaccination is required.

Tests must be privately-paid COVID-19 PCR or rapid tests completed within 72 hours before accessing a program or service.

Tests must not be from Alberta Health Services or Alberta Precision Laboratories.

More information about the Government of Alberta’s Restriction Exemption Program is available online.

Will I have to wear a face covering while inside a facility?

You are required to wear a face covering in a recreation centre unless you are actively engaged in physical activity or activity in a pool.

A face covering means any medical or non-medical mask or other face covering that fully covers the nose, mouth, and chin which prevents the spread of respiratory droplets. Note that a plastic face shield and masks with valves are not considered adequate protection unless it wraps around the face and underneath the chin.

Are there any exemptions for wearing a face covering?

Information about exemptions to the provincial mask public health order are available at the Government of Alberta’s website.

Information about exemptions to the City of Edmonton’s Temporary Face Coverings Bylaw are found at edmonton.ca/masks.

Visiting the Edmonton Valley Zoo

Admission to the Edmonton Valley Zoo

How do I get tickets to visit the zoo?

We encourage visitors to book their tickets online in advance, including members and pass holders.

Tickets are all timed entry.

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 book tickets.

How do I book through MoveLearnPlay?

Log in before starting any reservations

Click ‘Edmonton Valley Zoo’

Click ‘Zoo Admissions’ to book a time to visit the zoo if you want to reserve a spot (already have a membership, have LAP, or want to pay for a one-time visit)

Click ‘Zoo Memberships’ if you would like to purchase or renew a membership.

You will then see all of the available times

To select a time:

Enter the date(s) you would like to visit

If on mobile, swipe left until you see ‘book now’

Enter the number and types of tickets you would like to book. Members and pass holders should choose that option; your total will be $0. (Your pass will be checked at the gate when you arrive)

If you do NOT have a membership, enter in the quantity per pricing unit (eg. 1 Adult, Child, etc)

Add to basket

Scroll down and click checkout

What do I do if I need to cancel?

You can view and cancel your upcoming time slot reservations within the 'Appointment' section of your MoveLearnPlay account. To cancel an upcoming time slot, select the 'cancel' button next to the desired date and time.

How early should I arrive?

Please arrive during your half hour entry window.

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

You are permitted to enter within your time slot.

Can I drop in at the Zoo?

Yes, but to ensure you are able to access the facility at your desired time, we recommend that you book in advance.

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.

The City of Edmonton is adopting the Government of Alberta’s Restriction Exemption Program. Beginning September 20, everyone visiting a City recreation centre, arena or attraction will be required to provide proof of COVID-19 vaccination or recent negative test result. More information is available at edmonton.ca/COVID-19. Masks and face coverings are also required indoors at all City facilities. More information is available at edmonton.ca/masks.

What is available at the Zoo?

Outdoor areas of the zoo will be open.

Indoor habitats are open with capacity restrictions. Masks and physical distancing are required.

The train and carousel rides will remain closed.

Play structures are open. They are not cleaned or sanitized, so please take the appropriate precautions.

There will be no animal talks or programs.

The Zoo-tique gift shop is open.

There will be no paper maps available - please download the Edmonton Valley Zoo app from Google Play or the App Store

Stroller rentals will not be available.

Water bottle fill stations are open but water fountains have been turned off.

Food service options are available - Sandwich and Sons in the Plaza, and Moo at the Zoo and 40 Acres located at the Urban Farm. Masks are mandatory indoors.

All restrooms will be open and cleaned regularly.

Increased hand sanitizer stations will be available, including at the entrance, exit, and throughout the zoo.

Attending a Virtual Fitness Class

Virtual Fitness Classes

How early should I expect my zoom link?

You should receive your zoom link up to 1 hour before the start of your class.

What if I do not receive my zoom link and my class starts in an hour?

Please check your spam folder first. If it still has not come through, email coe.groupfitness@edmonton.ca.

Can I register through 311?
Yes, registration is available through both MoveLearnPlay.edmonton.ca, a facility information desk and 311.

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

Virtual classes are included with Virtual Monthly, Facility Plus and All Facility Memberships.

I have or had a City of Edmonton Recreation and Leisure Center Membership, do I still require an account on Movelearnplay?

Yes. Everyone must create an account on MoveLearnPlay.edmonton.ca to register.

Do I need a Zoom account as well?

Yes. Please go to zoom.us to register for a zoom account.

Who can I contact if I have issues?

Please email coe.groupfitness@edmonton.ca.

My plans have changed. How do I cancel my class?

Please call 311 to cancel a class or email myaccount@edmonton.ca. Please be advised that this email will not be monitored on weekends, so it may take a few days to receive a response.

Will equipment be used for classes?

Equipment may be used, but our instructors will make sure there are plenty of options for those who do not have equipment available to them.

Can anyone see me while I work out?

No. You can only see and hear the instructor. If you wish to communicate with the instructor, you can use the chat option.

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