I forgot the email address to my Move.Learn.Play account. What are my options?
Please reach out to our Digital Customer Experience team at [email protected]
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 Digital Customer Experiences team at [email protected].
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 Digital Customer Experiences team at [email protected].
I still have questions. How can I contact someone about my Move.Learn.Play account?
Please email [email protected]. Our Digital Customer Experiences team are happy to assist.
Memberships
I want to keep my membership on hold, what do I need to do?
Two-time membership hold for 30 days (up to 60 days over duration of memberships) is available for Benefits Plus and Value memberships. Contact our front desk or [email protected] to use a vacation hold.
Can I withdraw from a program and receive a refund?
Yes, you will be eligible for a refund if you withdraw your registration more than 15 days in advance of the start date. However, a $10 administration fee will be applied if you withdraw within 15 days of the start date.
Due to the nature of its programming, any withdrawals/transfers from City Arts Centre Programs within 72 hours of the start date will forfeit the entire registration fee. For more information please read the City Arts Centre Cancellation Policy.
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 [email protected].
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 Benefits Plus membership. Virtual monthly pass is no longer available for purchase but those that were purchased prior to January 10, 2023 will still be valid until the expiry date.
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.
Please call 311 to cancel a class or email [email protected]. 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.
Everyone should be able to access and benefit from City recreational and cultural sites, services and resources in a safe, enjoyable and respectful manner.
Please read the Community Recreation and Culture Branch’s Recreation Safety Guidelines as well as the Respect for People & Property Guidelines to better understand expectations around safety and the role we all play to ensure our spaces are welcome to everyone. In the event these guidelines are not followed, you may have measures put in place that will limit or ban your interactions with employees and/or access to sites and services.
Clean Spaces
Regular cleanings during operating hours: Disinfecting high touch areas multiple times throughout the day. That includes entrance glass, viewing area surfaces, counters, door knobs, push plates, lockers, handrails, vending machines, fitness equipment, drinking fountains, seating areas, etc.
Cleaning during closed hours: Application of electrostatics spray to high touch areas including locker rooms, seating areas, indoor playgrounds, and weight and fitness equipment.
Remember, you play an important role in creating a safe space by working with us to continue following the public health recommendations and requirements that will be in place as the Government of Alberta moves towards lifting most public health measures:
Continue to be kind to each other through this period of transition.
Get a first, second and third/booster doses of COVID-19 vaccine.
Monitor yourself for symptoms of COVID-19. If you are experiencing symptoms, we ask that you not enter a facility, return home and follow current Government of Alberta isolation requirements. Check your symptoms regularly.
Wash your hands regularly.
You can wear a mask to protect yourself and those around you, and please respect people’s personal decisions around wearing masks.
We encourage visitors to book their tickets online in advance, including members and pass holders, however, drop ins are always welcome.
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.
Can I drop in at the Zoo?
Yes, we allow drop ins.
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 if I have purchased a timed ticket?
Please try and 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?
Yes.
What is available at the Zoo?
Outdoor areas of the zoo are open.
Indoor habitats are open.
The Conservation Carousel is open.
Play structures are open. They are not cleaned or sanitized, so please take the appropriate precautions.
There are daily drop in talks - check our website for the daily schedule.
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 and scooter rentals are available May - September.
Water bottle fill stations are available near the Entry Plaza Washrooms and in the Saito Centre.
Food service options are available - Charity Cafe in the Plaza, Urban Farm Restaurant, and Moo at the Zoo (seasonal).
You can request services for yourself, or on behalf of someone else, by visiting edmonton.ca and using the application form. Follow the step-by-step questions and submit your application online. You can also apply for services by calling 311 (Video Call (VRS): 780-442-5311) or by visiting a recreation centre in person.
What kinds of services are available?
Examples of technology includes hearing loops, signage, live transcribing capabilities, or services, such as American Sign Language interpreters. More information on all the potential services and technologies is found at edmonton.ca. Please note that personal hearings aids are not provided.
You need to be registered in a recreation program that the City of Edmonton offers in a City-owned and operated facility.
Pre-approval for Accessible Communication services can be requested in advance of registration for recreation programs by providing course details (Names, ID Number and specific dates for programs listed on MoveLearnPlay) in the Accessible Communications application request form.
Who will provide the services or equipment I need?
The City will book all providers of services and/or equipment, using a list of approved providers.
Can I hire my own interpreters?
You are free to hire, or bring with you, your own interpreters but the City does not cover costs associated with those individuals.
How far in advance do I need to submit my request?
Please submit your request at least 10 business days (Monday to Friday, 9:30 a.m. to 4:30 p.m.) prior to the start date for a registered recreation program. Our goal is to process your requests within 10 days of receiving requests.
How do I register for a program?
You can register for programs through MoveLearnPlay, by calling 311, or by visiting a City of Edmonton recreation centre.
Can I submit the request before registering for a program to get pre-approval?
Yes, you can submit the request form prior to registering for the city recreation program. Information on the type of specific program that you wish to register for must be included in the form. However, confirmation of pre-approval does not guarantee a space in the recreation program.
Can I request these services when I register for a program on MoveLearnPlay?
You will need to request services by visiting edmonton.ca, calling 311 or visiting a recreation centre.
