Create a new account

1. Click the "Create Account" button at the top right of the Live and Play site.
2. Enter your customer details and click the "Create Account" button.
3. Set your Communication Preferences.
4. Click “My Groups” to add family group members, if applicable. See also “Edit Your Account” Help section.

Logon to your account

1. Click the "Logon" button at the top right of the Live and Play site.
2. Enter your email address and password and click the "Logon" button.
3. This will take you to your "My Account" home page where you can access your account information.

Reset your forgotten password

1. Click the "Logon" button at the top right of the Live and Play site.
2. Select the link option for “forgotten your password”.
3. Enter your email address attached to your account and click the "Send" button. You will receive an email shortly that will provide you a link to reset your password.

Change your existing password

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Password" from “My Account” home page or from the drop-down menu under your account name.
3. Enter your current password and your new password. Once you have confirmed your new password, click the "Change Password" button.

Note: Passwords must contain at least four letters and include three of the following: An uppercase character, a lowercase character, a number, a punctuation character.

Edit your account information

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Details" from “My Account” home page or from the drop-down menu under your account name.
3. Edit details as required. Note: “Confirm Email” is a required field.
4. Click the “Update” button.

Note: You may also update your account information by selecting “My Groups” from “My Account” home page or from the drop-down menu under your account name.

Edit/add/remove a family member to your account

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Groups" from “My Account” home page or from the drop-down menu under your account name.

To edit members:

• Click appropriate person icon in the “Edit Details” column.
• Edit as required. Note: “Confirm Email” is a required field for editing owner’s details.
• Click the “Update” button.

To add members:

• Click “Add” button at bottom of family group list.
• Enter details and click the “Add” button.

To remove members:

• Click appropriate person icon in the “Remove” column.
• Confirm by clicking the “Remove” button.

Merge multiple accounts under same email address 

1. To merge accounts, please contact us at liveandplay@calgary.ca.

Note:

• Having multiple accounts attached to your email(s) is a different thing than family or group member being added to your account. Each individual person should only have one account.
• Only the owner of the account, can see/process activity on other family or group members. If you wish to change the owner for the group, the current owner can contact liveandplay@calgary.ca or visit a facility.
• Consider merging accounts if you have more than one account linked to one email address or if you have more than one account linked to different email addresses. This will put all of your/your group’s information connected in one central place to access.

Edit Communication Preferences

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Communication Preferences" from “My Account” home page or from the drop-down menu under your account name.
3. Choose your communication preferences.
4. Click the “Save” button.

Searching or filtering for a program

1. Logon to your account using the "Logon" button at the top right of the Live and Play site. Note: You may search for programs without first logging on but will be prompted to logon prior to booking the course.
2. To search for a particular Course ID or by keyword, click the magnifying glass icon labelled “Courses” along top menu bar.
3. Enter Course ID or keyword and click magnifying glass icon to bring up results.

To search by categories of course types

1. Select “Registered Programs” from Menu at top left.
2. Select category type of program (eg. Art Lessons, Fitness Classes, Skating, Swimming Lessons); click the “More” button.
3. Select sub-category of program (eg. Art Classes - Clay, Painting, Drawing, Fitness & Wellness - Yoga & Pilates, Swimming Lessons – Child & Youth Swimming Lessons, Parent & Tot Swimming Lessons, OR Search All; click the “More” button.
4. Click “Search” to bring up results.

Enhance search filters

• You can filter search results (eg. by start month, age, venue) by using the Search filters in the left panel.

Hide fully booked courses

1. If you do not want courses to show that are full, click the “Hide Fully Booked Courses” box.
2. Set filter parameters and click the “Search” button.
3. Click “Start Over” button for a new search.

Note: Different Course Types and other parameters may be selected and filtered from the Search filters. To select multiple (eg more than one Course Type), Ctrl+click on desired selections.

Register for a program

1. Logon to your account using the "Logon" button at the top right of the Live and Play site. Note: You may search for programs without first logging on but will be prompted to logon prior to booking the course.
2. Search for course – see “Searching or filtering for a program” above.
3. Once you have found a course you would like, click the “Book” button on the course.
4. From the Book Course section, click “Book” for the person you wish to register. This will add the course to your Basket.
5. From the Basket, you can “Continue Shopping” or “Checkout” by clicking on the corresponding buttons on the bottom of the Basket page.
6. When you are ready to checkout, click “Checkout” and a payment window will open for you to fill out your payment information.
7. You can view your invoices and receipts in “My Statements”. Click on “More Details” to view invoice details. Click on “Email Invoice” if you would like a copy emailed.

Note: For peak registration days please see Get Ready to Register for information on how to prepare for registration.

View your Registered Programs

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Courses" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the My Courses panel on the left of the page for Type (Confirmed Courses or Waitlisted Courses) and family member (User). Ctrl-click to select multiple family members. Click “Search”.

View your Appointments

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Appointments" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the Appointments panel on the left of the page for start and end date range and family member (Users). Ctrl-click to select multiple family members. Click “Search”.
4. Appointments will display in date order within the filter parameters.

Note:

• Appointments include both classes in registered programs as well as drop-in bookings.
• Appointments are not viewable beyond 60 days from today’s date.

Cancel/Withdraw from a Program

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Courses" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the My Courses panel on the left of the page for Type (Confirmed Courses) and family member (User). Ctrl-click to select multiple family members. Click “Search”.
4. Click on the “Cancel” button on the related course you would like to cancel/withdraw from.
5. Verify the cancellation details and click “Add cancellation to basket” button. 
6. Click the “Checkout” button in the Basket to finalize the cancellation.
7. Course will no longer display in “My Courses”. If applicable, you can view the refund invoice in “My Statements”.

Online withdrawals/cancellations resulting in a credit will be left on your account. Credits can be used for any future online, call-in or in-person transaction. If you would prefer a refund, here are your options:

1. Email liveandplay@calgary.ca to request a refund to your credit card. Note: It can take up to two weeks for refunds to be processed.
   OR
2. Visit a Recreation Facility for an in-person refund.

Note:

• Withdrawals/cancellations before a course starts will be charged a 10% fee, and the remaining balance refunded.
• Once the program has started, a 10% fee is charged on the remaining classes and a pro-rated balance refunded.  Subject to change.
• There are no direct transfers to another program. ‘Transfers’ will be considered a withdrawal from the current program and a new registration into another program. Applicable cancellation fees will apply.
• Medical exceptions
• Please email medical exemptions to liveandplay@calgary.ca.
• A doctor's note is required within 14 days of withdrawal or the request will be processed as per the withdrawal policies (allow 2-4 weeks for processing).
• Requests received after the program start date are subject to a pro-rated refund from the date of notification.
• Program cancellation policy
• All programs are subject to cancellation due to insufficient registrations.
• If the program is cancelled by the City of Calgary, you will be notified and will receive a full refund.
• For any other questions or issues not covered, please contact us at liveandplay@calgary.ca or by calling our Customer Service Centre at 403-268-3800 (Option 1).

Search and View Drop-in Schedules

To view Schedules by Facility, select “Recreation Facilities” from the drop-down Menu at top left.

1. Logon to your account using the "Logon" button at the top right of the Live and Play site. Note: You may search for drop-in classes without first logging on but will be prompted to logon prior to booking the class.
2. Click “More” on the type of Recreation Facility you wish to view (eg. Aquatic & Leisure Centres), then click “More” on the desired Facility.
3. Click ‘More” on Drop-in Schedule section.
4. Schedule is for one week. Navigate to future weeks by clicking “Next Week” near top right of schedule.

Note: Only drop-in’s that are bookable are labelled “Book Now”.  If the drop-in does not allow for bookings, they are labelled “Drop-in Only”.

To view Schedules by Activity type, Click “Drop-in Activities” from the drop-down Menu at top left.

1. Logon to your account using the "Logon" button at the top right of the Live and Play site. Note: You may search for drop-in classes without first logging on but will be prompted to logon prior to booking the class.
2. Click “More” on the type of schedule you wish to view (eg. Aquatic Drop-in Schedules) then click “More” on the desired type of activity (eg. Aquatic Fitness, Skating, Sports). 
3. Schedule is daily for one week. Navigate days and to future weeks by clicking days of the week or “Next Week” in bar near top of the schedule.

Note:

• To filter all offerings by Venue only, click on filter icon on one of the classes at desired venue in the Venue column.
• To filter for offerings by Class type only (at all locations), click on filter icon on one of the class types in the Class column.
• Only drop-in’s that are bookable are labelled “Book Now”.  If the drop-in does not allow for bookings, they are labelled “Drop-in Only”.

Book a Drop-in Class

1. Logon to your account using the "Logon" button at the top right of the Live and Play site. Note: You may search for drop-in’s without first logging on but will be prompted to logon prior to booking the class.
2. Search for drop-in – see Search and View Drop-in Schedules section above.

Note: Only drop-in’s that are bookable are labelled “Book Now”.  If the drop-in does not allow for bookings, they are labelled “Drop-in Only”.

To book from Facility Schedules

If you are Not logged on,

1. Click “Book Now” on the desired class offering and the class will be added to your Basket. Note: The class will be booked in the account owner’s name. You are NOT able to book for other family group members via this method.
2. From the Basket, you can “Continue Shopping” or “Checkout” by clicking on the corresponding buttons on the bottom of the Basket page.
3. When you are ready to checkout, click “Checkout” and you will be prompted to logon to complete the Basket.

If you ARE logged on,
You will be directed to a listing of that class type offerings for that day.

1. Ensure that the participant you wish to book is selected from the Participant drop-down arrow above the days of the week near top of the schedule. Note: Only group owners can book for other members of the family/group.
2. Click “Book Now” on the desired class time/venue. This will add the drop-in class to your Basket under the Participant name selected above.
3. From the Basket, you can “Continue Shopping” or “Checkout” by clicking on the corresponding buttons on the bottom of the Basket page.
4. You can view your invoices and receipts, including $0.00 drop-ins, in “My Statements”. Click on “More Details” to view invoice details. Click on “Email Invoice” if you would like a copy emailed.
5. It is recommended that you confirm your booking(s) appear in “My Appointments”.

To book from Drop-in (Activity Type)

1. Search for drop-in – see Search and View Drop-in Schedules section above. Note: Only drop-in’s that are bookable are labelled “Book Now”. If the drop-in does not allow for bookings, they are labelled “Drop-in Only”.
2. Ensure that the participant you wish to book is selected from the Participant drop-down arrow above the days of the week near top of the schedule. Note: Only group owners can book for other members of the family/group.
3. Click “Book Now” on the desired class time/venue. This will add the drop-in class to your Basket under the Participant name selected above.
4. From the Basket, you can “Continue Shopping” or “Checkout” by clicking on the corresponding buttons on the bottom of the Basket page.
5. You can view your invoices and receipts, including $0.00 drop-ins, in “My Statements”. Click on “More Details” to view invoice details. Click on “Email Invoice” if you would like a copy emailed.
6. It is recommended that you confirm your booking(s) appear in “My Appointments”.

View my Drop-in Appointments

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Appointments" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the Appointments panel on the left of the page for start and end date range and family member (Users). Ctrl-click to select multiple family members.
4. Click the “Search” button. Appointments will display in date order within the filter parameters.

Note: Appointments include both drop-in bookings and classes in registered programs.

Cancel a Drop-in Appointment

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Appointments" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the Appointments panel on the left of the page for start and end date range and family member (Users). Ctrl-click to select multiple family members. Click “Search”. Appointments will display in date order within the filter parameters.
4. Click on “Cancel” icon in the Cancel column of the appointment you wish to cancel. Verify the cancellation details and click the “Add cancellation to basket” button. 
5. Click “Checkout” button in the Basket to finalize the cancellation.
6. It is recommended that you confirm your booking no longer shows in “My Appointments”.

View Subsidy

To review current usage, balance, and expiry of your allotment for term passes, courses, and admissions:

1. Select "My Subsidies" from “My Account” home page or from the drop-down menu under your account name.
2. Select Family member using drop-down arrow.
3. Click the “Search” button.
   

Note: For information on where you can use fee assistance, renewals or lost cards see Fee Assistance.

Applying/Removing Subsidy to a program

• Subsidy is automatically applied to applicable items in your basket.
• If you choose to use subsidy, click “Checkout”, and proceed with payment for your portion of the course fee.
• If you choose not to use subsidy for the course, click the down arrow in the “Subsidy Program” line near the bottom of the basket. Click “Exclude”. 

Note:

• This action is reversible before you Checkout by clicking the down arrow in “Subsidy Program” line and clicking “Include”.
• Subsidy used on programs will display as a payment to the invoice on the “My Statements” page. Click “More Details” to view invoice details.

Applying Subsidy to admissions and 10x punch cards

• To apply subsidy to an admission or punch card, please visit a facility to purchase.

Cancel/Withdraw from a Program

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Courses" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the My Courses panel on the left of the page for Type (Confirmed Courses) and family member (User). Ctrl-click to select multiple family members. Click “Search”.
4. Click on the “Cancel” button on the related course you would like to cancel/withdraw from.
5. Verify the cancellation details and click “Add cancellation to basket” button.
6. Click the “Checkout” button in the Basket to finalize the cancellation.
7. Course will no longer display in “My Courses”. If applicable, you can view the refund invoice in “My Statements”.

Online withdrawals/cancellations resulting in a credit will be left on your account. Credits can be used for any future online, call-in or in-person transaction. If you would prefer a refund, here are your options:

1. Email liveandplay@calgary.ca to request a refund to your credit card. Note: It can take up to two weeks for refunds to be processed.
   OR
2. Visit a Recreation Facility for an in-person refund.

Note:

• Withdrawals/cancellations before a course starts will be charged a 10% fee, and the remaining balance refunded.
• Once the program has started, a 10% fee is charged on the remaining classes and a pro-rated balance refunded.  Subject to change.
• There are no direct transfers to another program. ‘Transfers’ will be considered a withdrawal from the current program and a new registration into another program. Applicable cancellation fees will apply.
• Medical exceptions
• Please email medical exemptions to liveandplay@calgary.ca.
• A doctor's note is required within 14 days of withdrawal or the request will be processed as per the withdrawal policies (allow 2-4 weeks for processing).
• Requests received after the program start date are subject to a pro-rated refund from the date of notification.
• Program cancellation policy
• All programs are subject to cancellation due to insufficient registrations.
• If the program is cancelled by the City of Calgary, you will be notified and will receive a full refund.
• For any other questions or issues not covered, please contact us at liveandplay@calgary.ca or by calling our Customer Service Centre at 403-268-3800 (Option 1).

Cancel a Drop-in Appointment

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Appointments" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the Appointments panel on the left of the page for start and end date range and family member (Users). Ctrl-click to select multiple family members. Click “Search”. Appointments will display in date order within the filter parameters.
4. Click on “Cancel” icon in the Cancel column of the appointment you wish to cancel. Verify the cancellation details and click the “Add cancellation to basket” button. 
5. Click “Checkout” button in the Basket to finalize the cancellation.
6. It is recommended that you confirm your booking no longer shows in “My Appointments”.

Cancel a 10X Punch Card

1. Cancelled 10X punch cards will be refunded according to the number of punches remaining.
2. Cancellation requests must be in-person and are effective the day of request.

Note: For more information see Terms & Conditions - 10x Punch Cards

Cancel a Rental or Booking

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Appointments" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the Appointments panel on the left of the page for start and end date range and family member (Users). Ctrl-click to select multiple family members. Click “Search”. Appointments/Bookings will display in date order within the filter parameters.
4. Click on “Cancel” icon in the Cancel column of the booking you wish to cancel. Verify the cancellation details and click the “Add cancellation to basket” button. 
5. Click “Checkout” button in the Basket to finalize the cancellation.
6. It is recommended that you confirm your booking no longer shows in “My Appointments”.

Online withdrawals/cancellations resulting in a credit will be left on your account. Credits can be used for any future online, call-in or in-person transaction. If you would prefer a refund, here are your options:

1. Email liveandplay@calgary.ca to request a refund to your credit card. Note: It can take up to two weeks for refunds to be processed.
   OR
2. Visit a Recreation Facility for an in-person refund.

Note:

• For any other questions or issues not covered, please contact us at liveandplay@calgary.ca or by calling our Customer Service Centre at 403-268-3800 (Option 2).

To Rent or Book a Facility

1. Logon to your account using the "Logon" button at the top right of the Live and Play site. Note: You may search for booking availability without first logging on but will be prompted to logon prior to booking.
2. Select the date of your search.
3. If you have a specific time range, select the start and end times.
4. If you have preferred venue(s), select them from the Venue list and leave the Location criteria as is.
5. Ensure that the participant you wish to book is selected from the Participant drop-down. Note: Only group owners can book for other members of the family/group.
6. Click “Search” to bring up results.
7. Click “Book” on the desired day/time to add the booking to your Basket.
8. From the Basket, you can “Continue Shopping” or “Checkout” by clicking on the corresponding buttons on the bottom of the Basket page.
9. It is recommended that you confirm your booking(s) appear in “My Appointments”.

Cancel a Rental or Booking

1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
2. Select "My Appointments" from “My Account” home page or from the drop-down menu under your account name.
3. Select filters in the Appointments panel on the left of the page for start and end date range and family member (Users). Ctrl-click to select multiple family members. Click “Search”. Appointments/Bookings will display in date order within the filter parameters.
4. Click on “Cancel” icon in the Cancel column of the booking you wish to cancel. Verify the cancellation details and click the “Add cancellation to basket” button. 
5. Click “Checkout” button in the Basket to finalize the cancellation.
6. It is recommended that you confirm your booking no longer shows in “My Appointments”.

Online withdrawals/cancellations resulting in a credit will be left on your account. Credits can be used for any future online, call-in or in-person transaction. If you would prefer a refund, here are your options:

1. Email liveandplay@calgary.ca to request a refund to your credit card. Note: It can take up to two weeks for refunds to be processed.
   OR
2. Visit a Recreation Facility for an in-person refund.

Note:

• For more information see Rentals and Bookings.
• For any other questions or issues not covered, please contact us at liveandplay@calgary.ca or by calling our Customer Service Centre at 403-268-3800 (Option 2).