Using eReg FAQ

1. I'm a new customer. What do I do?
2. I'd like to add a family member to my account. How do I do that?
3. I forgot my Personal Bar Code and/or Family PIN. What do I do now?
4. How do I update my contact information?
5. What browser do I need to use the system?
6. Is eReg secure?
7. What if I don't want to use a credit card?
8. What types of transactions are available on eReg?
9. Can I use discounts, coupons and gift certificates when I register through eReg?
10. I am unable to login. What do I do?
11. What if I have an outstanding balance on my account?

1. I'm a new customer. What do I do?

To set up your eReg account, complete the eReg Account Application form.

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2. I'd like to add a family member to my account. How do I do that?

To add a family member, log on to eReg and click the My Account tab. Click Update Account Information button.

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3. I forgot my Personal Bar Code and/or Family PIN. What do I do now?

There are two ways you can retrieve your Personal Bar Code and Family PIN:

1. If you have previously provided your e-mail address to our system, go to the My Account tab, click Forgot My Personal Bar Code/Family PIN . Enter your email address and we'll immediately email you your Personal Bar Code and Family PIN.
2. Go to any recreation facility and we'll look up your Personal Bar Code and Family PIN. You must show identification.

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4. How do I update my contact information?

Click My Account tab and log on with your Personal Bar Code and Family PIN. Click Update Account Information button. You can update your name, birthdate, address, phone number and email address.

Or, contact your nearest recreation centre.

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5. What browser do I need to use the system?

Microsoft Internet Explorer (IE) versions 4 and above or Netscape versions 4 and above. 128-bit encryption based browsers are required for the highest security possible.

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6. Is eReg secure?

Yes. Online security is top priority at the City of Edmonton. We protect your personal information with:

• 128-bit encryption, one of the highest forms of encryption technology available
• Firewalls and strict internal access procedures to guard our systems from hackers

eReg Internet Security FAQ

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7. What if I don't want to use a credit card?

To use other methods of payment, register in person, or by mail.

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8. What types of transactions are available on eReg?

eReg allows you to register for courses offered by Community Services Department. You can also make payments on outstanding balances for rentals, but you cannot transact new rental business. You can either pay for the basket of items only or pay the entire outstanding balance.

Note: eReg.edmonton.ca is only available for courses offered by Community Services. Purchases of memberships, group admission bookings, facility rentals and arena bookings must be completed in person or by contacting a Community Services representative.

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9. Can I use discounts, coupons and gift certificates when I register through eReg?

No. The payment options for online registrations are Visa or MasterCard. If you want to use other methods of payment, register in person, or by mail.

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10. I am unable to login. What do I do?

If you tried to log in three (3) times unsuccessfully, call 311 to unlock your account.

If you stopped using eReg for a period of ten (10) minutes or longer, click refresh or reload on your browser and log back in.

If you registered for a course but you did not get Go to Checkout to complete the transaction, then stop using the system for ten (10) minutes or longer, click refresh or reload on your browser and log back in*.

Your account may have been frozen by Community Services, call 311.

* You may not be able to re-register for the original course if it indicates the spot has been reserved. Call 311. It may take up to four (4) hours to clear on its own.

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11. What if I have an outstanding balance on my account?

If you have, for instance, booked ice rentals, you may have an outstanding balance on your account. You can pay for the entire balance, or you can pay for just the course registrations in your basket.

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For more information: