Managing My Customer Account

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 My Account page. Select My Details from the options or from the menu on the right. Then update your personal information as needed.

My account is locked. What do I do?

• After 5 failed log-in attempts, your account will lock. Your account will automatically unlock after 1 hour. If you require immediate assistance, please reach out to us through LiveChat or by emailing [email protected]. Your account will not unlock after a password reset.

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 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 My Account. You can add children under the My Groups options or from the menu on found within the right 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 place my membership on hold, what do I need to do?

• Annual memberships are eligible for two membership holds for up to 30 days each. To place your membership on hold contact our front desk or [email protected] to request a vacation hold.
• Continuous Monthly memberships are eligible for two membership holds for up to 30 days each, per calendar year. To place your membership on hold please fill out the Continuous Monthly Membership Hold Request Form.
• Monthly passes are not eligible for holds or extensions.

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

• You can cancel your annual membership by contacting our front desk or emailing [email protected].
• If you are a continuous monthly member please fill out the Continuous Monthly Membership Cancellation Request Form.
• Monthly passes are valid for 30 days from the date of purchase. They are non-transferable and non-refundable.

Registered Programs

How can I request a course withdrawal or transfer?

• Course withdrawals or transfers can be requested in person at any of our recreation centres or attractions, over the phone with 311, or by reaching out to [email protected].

Can I withdraw from a program and receive a refund?

• All registered programs are eligible for a full credit or refund if you withdraw or transfer your registration more than 15 days before the start date.
• Withdrawals or transfers for aquatic programs made within 15 days of the start date are subject to a $10 administration fee.
• Due to the nature of its programming, any withdrawals or transfers from City Arts Centre and Attractions Programs at the Muttart Conservatory, John Janzen Nature Centre and John Walter Museum that occur within 3 days or less of the program start date will forfeit the full program fee. For more information please read the City Arts Centre Cancellation Policy and the Attractions Cancellation Policy.
• Withdrawals or transfers from Day Camps that occur within 3 days or less of the program start date will forfeit the full program fee. For more information please read the Day Camp Cancellation policy.

Virtual Fitness Classes

The City of Edmonton has discontinued Virtual Livestream classes with the exception of select Essentrics classes on Wednesday and Friday mornings. 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].

How can I register?

• Registration is available through 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 memberships.

I have or had a City of Edmonton Recreation Centre Membership, do I still require an account on MoveLearnPlay?

• Yes, if you are unsure what email address was linked to your membership please reach out to us by calling 311 or [email protected].
• If you are no longer able to log into your existing account please request a password reset.

Do I need a Zoom account as well?

• Yes. Please go to zoom.com to register for a zoom account.

Who can I contact if I have issues?

• Please email [email protected].

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

• 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.

Respect for People and Property

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.

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, 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
• After the start time has pass you are not longer able to book in advance for the day

Can I drop in at the Zoo?

• Yes, drop ins are welcome.

How do I book through MoveLearnPlay?

• Log in before starting any reservations
• Click 'Admissions / Memberships' and select 'Zoo Admissions/Memberships'
• Click 'Zoo Admissions' to book a day to visit the zoo.
• You will then see all of the available dates.
• To book a reservation:
  • 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 (e.g. 1 Adult, Child, etc.)
  • Add to basket
  • Scroll down and click checkout
• Click 'Zoo Memberships' if you would like to purchase or renew a membership.

What do I do if I need to cancel a reservation?

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

When should I arrive if I pre-purchased a reservation?

• You are able to arrive anytime within the reservation window.

What is available at the Zoo?

• Outdoor areas are open.
• Indoor habitats are 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 from 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).
• All restrooms are open and cleaned regularly.

Accessible Communications Services

How do I request communication services?

• 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.
• 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.