Drop-in Schedule

Frequently Asked Questions

• ActiveOkotoks Account

  I am a new customer. What do I need to do?

  If you have not participated or registered for an Okotoks recreational activity or service in the past, you want to create an account. To set up your online account click here. We will require an email address which you will use to login. Also required is a mailing address, phone number, and names and birth dates of all family members that will be included on your account. If you are unsure whether you have ever participated or registered with Okotoks recreation, we encourage you to attempt to Reset your Password prior to creating a new account. You never know, you may have visited our facilities or services in the past.

  ---

  I have registered in programs and/or rented a recreation facility in the past. How do I know if I have an existing account?

  If you believe you already have an ActiveOkotoks.ca account, Reset Your Password and enter your email address to request a password reset link. If your email is associated with an existing account, you will receive instructions to reset your password.

  ---

  I received an error message when trying to reset my password.

  If you received the following message: "There is an error with your account. Please contact Recreation Client Services for further details." It may be for one of the following reasons:

  • You do not have an account; or
  • Your email address was not included in your previous client account
  • The system is finding a duplicate record

  If you require further assistance to log in, please contact us online or call the number at the bottom of this page.

  ---

  I would like to change my account information. How can I do this?

  Log In to ActiveOkotoks.ca and Select 'Edit Details' from My Account Home.

  ---

  I forgot my account password. What should I do now?

  Click here to reset your password. Enter your email address and click send. If you have an existing account, you will receive an email with further directions.

  If you receive an alert message, “The email or password provided is incorrect. Please try again” it means that the email is not associated with an account. If you have used a different email for recreation in the past, please contact Recreation Client Services at the number at the bottom of this page to update your email address and we will send you a reset password email. If your email is not recognized and you are a new user please Create Account.

  ---

  I do not see the other members of my family. What do I need to do?

  ActiveOkotoks Account Group Owners (family main contact) are able to review and edit all family members online. If you are logged in but not listed in “Family Members” as the role “Owner” you will not be able to view or book your family. Please proceed to “When doing a password reset” below for additional information.

  Can I add other members of my family to my account?

  To add additional family members, Log In to your account and select Family Members from My Account Home which is located on the top left-hand side on laptops/tablets or under the drop-down menu on the top right for cell phones.

  When doing a password reset, and there are multiple people on the account, what do I need to do?

  If there are multiple people on your account, when you do a password reset, choose only the owner of the account (not all family members) and then create and confirm your password. To View and Book additional family members, you must be logged in as the Account Group Owner.

  ---

  How do I use a credit on my account?

  You can Apply Account Credits to any purchase in your cart. Please make sure to Log in to your account to view your account balance or account statements.

• Reserve a Pre-Booked Activity, Class, or Rental

  To pre-book your activity please follow these steps:

  1. Login to your account first.
  2. Select View and Book.
  3. Select the amenity and/or activity type that you are wanting to book.
  4. Select the date and time of the activity.
  5. Select Book Now.
  6. Select User and Book Now.
  7. Review that the participant, date, and time are correct and select Book Now.
  8. Proceed to Checkout for payment.

  ---

  How do I book additional family members?

  For additional participants from the same family group, (friends and extended family will have to book using their own account):

  1. Add the first participant.
  2. From your Cart, select Continue Shopping.
  3. Re-select the date and time of the activity.
  4. Select Book Now.
  5. Select an additional User and Book Now.
  6. Repeat steps 2-5 for additional family members.
  7. Proceed to Checkout.

  ---

  How do I book non-family members not listed on my family account in a Class or Activity?

  You cannot book someone outside of your immediate family at ActiveOkotoks.ca. Please encourage your friends or extended family to login and book themselves.

  ---

  How can I view my Activity Reservations?

  Once logged in the "My Account Home" page will show bookings for the family for the next 8 days, however, if you go to “My Activities” you will see all the activities you have booked for yourself or other family members for a date range of your choice.

• Program and Swim Lesson Registrations

  Where can I find information on all the programs I am interested in?

  At ActiveOkotoks.ca please select Register for Aquatic Lessons or Register for Community or Culture Programs to review registered courses, lessons or training opportunities offered by the Town of Okotoks.

  ---

  When can I register for a program, lesson or training course?

  Registration dates vary throughout the year depending on the season and type of activity. For additional information, visit the Program registration page.

  ---

  Does it matter if I am not an Okotoks resident?

  No, however, Town of Okotoks and Foothills County residents are eligible to register 7 days prior to everyone else but you need a Foothills County and Okotoks Resident Pass added to your account to do so. This is the same for all family members.

  I am a resident but the system says that I am ineligible to enroll in a program. 

  Please Log In before browsing courses to ensure you do not have early enrollment issues. If you have not visited us before and do not have an account, please Create an Account Today!

  What if I am logged in and only some of my family members are able to be registered?

  Please contact us online or call the number at the bottom of this page and a Recreation Client Services Representative will assist you with your account. 

• Admissions and Passes

  How do I buy a day admission and how much is it?

  Daily admission rates apply for all drop-in activities and classes. Please see Recreation Centre Admission & Passes for additional information. 

  How can I see my facility passes at ActiveOkotoks.ca for my family?

  Once logged into ActiveOkotoks.ca, only the Account Group Owner’s pass information will show under My Memberships. Any additional family member passes will not be visible. If you would like more information about the other passes on your family account, please contact us online or call the number at the bottom of this page.

  How do I purchase an All Facility Pass? 

  1. Please Log in to your account.
  2. If you are new to the Town of Okotoks and/or have not registered for a program or lesson, rented a facility, or purchased a facility pass, please select Create Account. 
  3. Select Home, Programs, and/or go directly back to Purchase an All Facility Pass.
  4. Select the Create New Contract (if this is your first time purchasing a pass online) or Use Existing Contract if this is a pass renewal.
  5. Confirm the Start Date or change the date to a date after your current pass expires.
  6. Confirm the Contract User (who you are purchasing a pass for).
  7. Select Update Price.
  8. Confirm the Price Results and Contract Summary are correct and select Add to Cart, and Proceed to Checkout.
  9. If you would like to add additional passes to your Cart, please select Continue Shopping and repeat steps. If you are satisfied with your purchases, please proceed to Checkout.
      

   I don’t see Family passes available to purchase at ActiveOkotoks.ca?

  Family passes can only be purchased in person or by calling us at the number below.

• Cancellations or Withdrawals

  Programs or Lessons

  All classes/courses are subject to cancellation if there are insufficient registrations.  We will notify you once a cancellation decision has been made. If the Town of Okotoks cancels a program, you are entitled to a full refund or you may transfer to another program, space permitting. 

  If you withdraw from a class/course more than 7 days before the start date, a 10% cancellation fee, per registration, will be applied to your refund or credit. No refund or credit will be issued if the withdraw occurs 7 days or less from the start date or after a program starts, except for medical reasons (physician’s note required).

  ---

  Pre-Booked Activities or Classes

  If you cancel your activity either online or by phone at least 6 hours in advance, a full credit will be received. Cancellations within 6 hours will not result in a credit.

  ---

  Facility Rentals

  Facility users must submit notice of cancellation of a rental time(s) to Community Services in writing or by e-mail 10 days in advance of the rental. If a rental is cancelled with more than 10 days notice, a $10 administration fee will be applied to the users refund or credit. If the cancellation is received with less than 10 days notice, no refund or credit will be issued unless the facility is rented to another user.

  ---

  Memberships

  Continuous All Facility Passes automatically continue from month to month (year to year) until a customer submits a Facility Pass Withdrawal Form. Cancellation requests must be submitted through the Facility Pass Withdrawal Form on or before the 15th of the month and will be effective on the 1st of the month.

  Promotional, 1-Month, Annual and 10x All Facility Passes must be paid in full at time of purchase. 
  
  Promotional and 1-Month All Facility Passes cannot be cancelled or refunded.
  
  Annual All Facility Passes, may be considered for cancellation and / or refund pending medical or relocation reasons and offered at a prorated fee.  A medical note or documentation providing proof of relocation and Facility Pass Withdrawal Form must be completed to request the cancellation.
  
  Annual All Facility Passes can be suspended once in the duration of the pass for up to a maximum of 90 days for any reason prior to pass expiring and a Facility Pass Withdrawal Form must be completed to request the suspension.
  
  10x All Facility Passes expire 2 years from the date of purchase and cannot be cancelled or refunded.  10x All Facility Passes can be shared with another customer in the same age group, as directed by the pass holder.