City of Saskatoon Leisure Centres:
Cosmo Civic Centre - Phone 975-3344; Fax 975-7870
Harry Bailey Aquatic Centre - Phone 975-3321; Fax 975-7947
Lakewood Civic Centre - Phone 975-2944; Fax 975-7871
Lawson Civic Centre - Phone 975-7873; Fax 975-2954
Saskatoon Field House - Phone 975-3354; Fax 975-3377
Shaw Centre - Phone 975-7744; Fax 975-7896 

FAQ - Frequently Asked Questions
If you can't find answers to your questions here, email us anytime or contact any one of our Leisure Centres and our staff will be happy to assist you. Customer Service representatives are available during regular hours of operation. For Leisure Guide information please visit our Leisure Services site.

Using 'Leisure Online'

1. What can I do with Leisure Online?
2. Is 'Leisure Online' secure?
3. What browser do I need to use 'Leisure Online'?
4. What is your privacy policy?

Client ID and Family PINs

1. What is a "Client ID" and "Family PIN" and how can I get them?
2. I forgot my Client ID and/or Family PIN. What should I do now?

My 'Leisure Online' Account

1. I would like to change my account information. How can I do this?
2. What e-mail address should my family provide for this registration system?
3. What can I do if I am denied access to my Account?
4. What happens if I don't log out? Will I still be logged onto the system the next time I enter Leisure Online?

Program Registration

1. How do I register for a program?
2. When does the Winter 2009 registration season start?
3. How can I get a copy of the current Leisure Guide?
4. What are some tips on how to search for programs?
5. How can I verify/see what programs my family members are currently registered for?
6. My child is not in the age range required for the program. Are there exceptions?
7. How do I register for a recreation program that has already started?
8. Can I register online without a credit card?
9. Why isn't there a 'REGISTER' button on the class I want to register for?
10. What is a 'Drop In' program?
11. Why do good programs get cancelled?
12. What is your Withdrawal & Refund policy?
13. How do I process a program withdrawal or transfer?

Program Availability

1. Are there programs that are not available through Leisure Online?
2. How can I tell if a program is available or if I have been Waitlisted?
3. How will I know if a spot becomes available after I have waitlisted?
4. How can I find out my position on the waitlist?

Payment Receipt

1. How do I get a receipt for my program registration?
2. I owe a balance from a registration. Do I have to pay it off right now?

Using 'Leisure Online'

1. What can I do with Leisure Online?
   You can use Leisure Online to register in programs offered by the City of Saskatoon Leisure Services Branch.

2. Is 'Leisure Online' secure?
   We have taken many steps to ensure the security of your transaction. Some of these steps involved adopting industry standards and some steps were designed in-house by Technical Specialists. You will see the "padlock" symbol indicating that your data is secure. This symbol is located at the bottom of the page for "My Basket" and "My Account" selections. This registration system employs 128-bit encryption, the highest form of encryption generally available to the public.

3. What browser do I need to use Leisure Online?
   Leisure Online works with both Microsoft's Internet Explorer and Netscape web browsers. In both cases you will need to be running Version 4 or above with 128-bit encryption. We highly recommend 128-bit encryption based browsers for the highest security possible. Special note to Netscape 6 users: Our software vendor has reported that there may be issues with Netcape version 6. We have found no known problems using this registration system with Internet Explorer.
   
   

4. What is your privacy policy?
   See details outlined in our Privacy Statement.

Client ID and Family PINs

1. What is a "Client ID" and "Family PIN" and how can I get them?
   Your Client ID and Family PIN are your personal identification to access your family account. Each family member has a different Client ID #, however, there is only ONE Family Personal Identification Number (PIN) that is shared by your family members.

   If you have never registered for a program before and you would like a Client ID and Family PIN to be issued to you, please visit or telephone any of our Leisure Centres (phone numbers are listed above).

2. I forgot my Client ID # and/or Family PIN. What should I do now?
   Under the 'My Account (Login)' tab and beside the [Sign In] button there is a link titled 'Forgot My Client ID # or Family PIN'.
   By clicking on this link, Leisure Online will email you your Client ID # and Family PIN if we have your current email on file. You may also visit or telephone any of our Leisure Centres (phone numbers are listed above).

My 'Leisure Online' Account

1. I would like to change my account information. How can I do this?
   In order to make any change to your account (including adding new family members), please visit or telephone any of our Leisure Centres at the numbers listed above.

2. What e-mail address should my family provide for this registration system?
   Only the e-mail address of the Main Contact is logged into the system. This enables the account holder to control who has access to the family PIN with the "I Forgot My PIN & Client ID" function.

3. What can I do if I am denied access to my Account?
   After 7 invalid login attempts to access your account (including trying to enter your Family PIN in the Client ID # area), your account will be locked automatically. Please telephone any of the Leisure Centres listed above.

4. What happens if I don't log out? Will I still be logged onto the system the next time I enter Leisure Online?
   Your account will be logged out when you close the browser, or after 10 minutes of inactivity. For your security, please be sure to log out when you have completed your transaction.

Program Registration

1. How do I register for a program?
   
   1. Search for programs on the 'View Programs' tab.
   2. Once the desired program is found, click on the 'Register' button to add it to your Basket.
   3. If you have not already logged on, the system will prompt you for your Client ID # and Family PIN.
   4. You must successfully log on before you can proceed.
   5. For each registration select the family member you wish to register from the 'Registrant' selection drop box.
   6. Using the tabs on the top of the page, move back and forth between 'My Basket' and 'View Program' tabs until you have all the desired programs in your basket.
   7. Finally, click the Go to Checkout button and make your payment.

2. When does the Winter 2009 registration start?
   Winter Registration will begin at 6:00pm on Sunday, December 14th, 2008. Registration via Leisure Online or by phone (975-2800) both start at the same time.

3. How can I get a copy of the current Leisure Guide?
   Saskatoon residents receive Leisure Guides the week prior to the first registration date. After that copies are made available at all Leisure Centres. A copy of the Leisure Guide can be downloaded at our Leisure Services site.

4. What are some tips on how to search for programs?
   1. We recommend using your City of Saskatoon Leisure Guide to find the program code of the program you're interested in.
      
   2. If you do not have a copy of the Leisure Guide, Click on the "View Programs" tab above for details on how to find programs.
      
   3. You may view the history of programs you or your children have registered for once you've logged in. This may help in choosing your program.
      
   4. Leisure Online will refresh itself to give you the most up to date listings on programs & spots available. However, if you leave your browser idle for a few minutes, you may want to hit "Refresh" to update the program display.

5. How can I verify/see what programs my family members are currently registered for?
   Click on the My Account (Login) tab and sign in. Once you have successfully signed in, the My Account page will contain the names of all of your family members. Click on History for each family member or for All Clients to see details of current registrations.

6. My child is not in the age range required for the program. Are there exceptions? Instructors are aware of the developmental needs of children and tailor specific classes to meet these needs. Allowing children that do not meet the requirements into a program could potentially cause distractions and lower the quality of the program for all participants. However, some exceptions may apply. Please telephone any of our Leisure Centres (numbers listed above) to see if your situation is applicable.

7. How do I register for a recreation program that has already started?
   If the program you wish to register for has already started, then 'Leisure Online' registration is no longer available. Please contact customer service at the facility that the program is offered for further assistance.

8. Can I register online without a credit card?
   If you do not want to use a credit card, drop into one of our Leisure Centres in advance of registering online to put a credit on your account. The credit will automatically be applied to the total balance due for the online registration.

9. Why isn't there a 'REGISTER' button on the class I want to register for?
   The class is not available for registration at this time. It may be full, cancelled, or the program has already started. Please telephone any of our Leisure Centres for further details (numbers are listed above).

10. What is a 'Drop In' program?
    A Drop In program is one that you may attend without registering for and access with a drop in fee. Information on all drop in programs can be found on our Leisure Services site. All programs listed on Leisure Online are registered programs and require payment.

11. Why do good programs get cancelled?
    Programs are dependant on Instructor availability and program demand. Occasionally a program may be cancelled due to lack of interest or lack of qualified instructors.

12. What is your Withdrawal & Refund policy?
    Full refunds / credits are available for programs cancelled by the City or Instructor.
    Clients may withdraw from programs under the following guidelines:
    Withdrawal Guidelines:
    Cancellation requests initiated by the patron will be accepted with the refund amounts applied as follows:
    
    1. A refund request that is received seven (7) days prior to the start of a program will receive a 100% refund.
    2. A refund request received less than 7 days prior to the start of the program will receive a 100% refund provided another patron fills the vacated program space before the program has started; otherwise a 50% refund will be issued.
    3. A 50% refund for requests received after the program started and no more than 20% of the program is complete.
    4. A prorated refund will be issued for requests with medical reasons (medical certificate required).

13. How do I process a program withdrawal or transfer?
    You cannot withdraw or transfer from a program through this registration system. Please visit or contact any Leisure Centre to withdraw from a program. Customer Service Representatives are available to assist you during regular hours of operation. Please email us, visit or telephone any of our Leisure Centres (numbers are listed above).

Program Availability

1. Are there programs that are not available through Leisure Online?
   Some programs will not be available through this registration system due to their complex registration procedures and the need for additional information. These include community association and advertiser's programs. Contact any Leisure Centre at the numbers listed above for assistance.

2. How can I tell if a program is available or if I have been waitlisted?
   To confirm whether you have been registered into a program or waitlisted after you have "added" the program to your basket and selected "Update My Basket", either a program fee will appear under the "Fee" column if it is available, or the word "waitlist" will appear under the "Fee" column if the program is already full. At this point you can decide to stay on the waitlist or be removed.

3. How will I know if a spot becomes available after I have waitlisted?
   As positions constantly change on waitlists, we cannot confirm your waitlist position due to transfers and cancellations. If a spot should become available you will receive a call from staff. At that time you can decide whether to take or decline the spot.

4. How can I find out my position on the waitlist?
   We are not permitted to confirm your present waitlist position via this registration system as positions constantly change due to transfers and cancellations. However, you may register in another class and on the chance your waitlisted program becomes available, you will be contacted to confirm if you wish to be transferred back to your original preference. Please note when using this registration system, if you waitlist and then register for the same program, (but a different program number) the waitlist position will automatically be deleted by the system. If you still wish to be waitlisted for your first choice, you must go back in and waitlist again.

Payment Receipt

1. How do I get a receipt for my program registration?
   When you've successfully registered and paid for a program, a confirmation & receipt page will be displayed on your screen. This is your official receipt. Click on the printer icon located on the bottom of the screen to print the receipt. Please email us, visit or telephone any of our Leisure Centres if you require further assistance (numbers are listed above).

2. I owe a balance from a registration. Do I have to pay it off right now?
   If you register for a program using the Internet, the system will require you to pay your current 'inbasket' charges. If the balance owed is more than anticipated, please exit the program and do your registration via phone or in person.