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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

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.

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.

Visiting a Recreation Centre

What are your current cleaning practices at recreation centres?

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.

Are you looking at any other options for cleaning and air handling systems?

We are exploring new and existing technologies, including:

Piloting at Clareview, Commonwealth and Mill Woods recreation centres the use of antimicrobial film embedded with silver ions activated by light, air pressure and touch for use on high touch surfaces, to help kill certain viruses.
Piloting portable air filters in fitness centres at Mill Woods and Grand Trunk recreation centres, which have older air ventilation systems.

Is there anything I should be doing when I visit a recreation centre?
- 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.

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.
- 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.
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.

Accessible Communications Services Pilot Program

What is the Accessible Communications Services pilot program?
- In April 2022, we launched a one-year pilot program for accessible communications (e.g. Communication Access Realtime Translation (CART), American Sign Language (ASL) Interpretation) to support individuals who are Deaf or hard of hearing in fully participating in the City’s registered recreation programs. This is an action identified in the City’s first Corporate Accessibility Plan.

Why are you launching this pilot program?
- We want everyone to feel a sense of belonging at the City’s Recreation Centres and we are testing a system that will help you fully access the activities and experiences that are important to you.

How long will this program last?
- The pilot begins in April 2022 and will conclude in April 2023. We will continue to evaluate the program over the year and adjust as necessary to provide the best services possible.

How do I participate in this pilot program?
- 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?
- You will be able to request technology, such as 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.

Who is paying for these services?
- If your application is approved, the City will cover 100 percent of the cost. For this pilot project, there is a limited budget, so the City will cover the cost up to an individual maximum of $1,500. Once the individual maximum is reached, requests will be reviewed on a case by case basis.

What are the eligibility requirements?
- This pilot is open to individuals of all ages who are Deaf or hard of hearing. 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.

How many people will be able to participate in this pilot program?
- The pilot will support applicants on a first-come, first-served basis. With our limited budget for this pilot program, we may not be able to approve all requests received.

What happens when the pilot program concludes?
- We will prepare a final report on the outcome of the pilot program that will provide direction on next steps.

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