Registration help and instructions

You need an account to register for City of Waterloo programs and activities.

Follow these steps to set up your account:

1. Go to ActiveWaterloo and click Create an Account.
2. Enter your personal information (birth date, email, etc.) and click Submit.
3. Watch for a confirmation email to finish setting up your account.

Tips for set-up:

• create the account in the name of a head of household
• use your own information when creating the account, not your child’s – add children afterward

Keep your account up to date so you can register quickly for high-demand programs.

Add or change family members:

1. Log in to ActiveWaterloo 
2. Click on My Account
3. Click on Manage Family Member 
4. Add or edit family members
5. Save

Add a payment method:

1. Log in to ActiveWaterloo 
2. Click on My Account
3. Click on Saved Credit Cards
4. Add or edit credit card information
5. Save

Follow these steps once you have an ActiveWaterloo account.

Register online

1. Go to ActiveWaterloo and sign in (or create an account).
2. Use the top menu to explore activities, drop-in programs, CARL leagues and more.
3. Use filters to narrow your search by activity, location or date.
4. Select the activity and open the description to check details.
5. Click Enroll Now, choose your family participant and add to cart.
6. Check out – pay securely online with credit card, Visa Debit or Mastercard Debit.
7. Get your receipt by email – you can also view it anytime under My Account – Transaction History.

Register by phone

1. Call customer service at 519-886-1177 or 519-884-5363.
2. Provide the activity details and participant information.
3. Pay by credit card over the phone.

Register in person

1. Visit RIM Park or Waterloo Memorial Recreation Complex, Monday to Friday, 8 a.m. to 8 p.m.
2. Speak with customer service to find and register for your activity.
3. Pay by cash, cheque, debit, credit or FitPass.
4. Get your printed receipt at the desk.

Save time on registration day by setting up your account and favourites in advance:

1. Create or update your ActiveWaterloo account with all family members.
2. Save your payment info – pay by credit card, Visa debit or Mastercard debit.
3. Browse programs early – by age, date or skill level.
4. Click the heart icon to add your preferred programs to your wishlist.
5. Add programs to your cart before registration opens, so you can check out faster.
6. Choose a backup time in case your first choice fills up.

Waterloo residents register 72 hours before non-residents for:

• swimming lessons
• camps
• inclusion programming
• multi-week fitness classes

Early registration is NOT for:

• drop-in programs
• CARL sports leagues
• single-day workshops
• leadership courses – aquatic leadership, youth leadership, babysitting, etc.

Register as a team or a free agent

Log in to ActiveWaterloo, search for “CARL” or your sport, then choose your league.

Register a new team, join an existing team, or sign up as a free agent:

• register a new team: click enroll now → join team → fill in all required fields
• join an existing team: click enroll now → join team → select your team from the list → enter the password from your captain
• register as a free agent: click enroll now → register → fill in required fields. You can ask to be placed with a friend and we will do our best to match you.

1. On the sign-in page, click Forgot your password?
2. Enter the email address linked to your account.
3. Follow the instructions in the email you receive.

If you’re still having trouble, call customer service at 519-886-1177 or 519-884-5363.

Do not create a new account.

How PickupHub works

1. Create an account – sign up on PickupHub and log in
2. Reserve your spot – choose a game and pay online (Visa, Mastercard, AMEX, Visa Debit)
3. Get confirmation – you’ll be notified if the game is on once enough players sign up
4. Check in – visit customer service before your game to get your wristband
5. Play – enjoy your game with a full group

PickupHub information

• pay-as-you-play – no long-term commitment
• online only – you must register and pay online (no phone or in-person payments)
• cancellations – withdraw more than 12 hours in advance to avoid charges
• low numbers – games may get cancelled, but you won’t be charged
• youth games – use the Youth Hub; parents and guardians add their children to games

Contact us with PickupHub questions

• email – pickuphub@waterloo.ca
• call – 519-884-5363

Register on PickupHub

You can only get a refund if you meet these withdrawal deadlines:

• single day program - at least 14 calendar days before the first program date
• camp programs - at least 14 calendar days before the first program date
• registered weekly program - before the third class
• registered drop-in program - at least 24 hours before the program start
• league teams - before the game schedule is shared
• league free agents - before the first game

If your withdrawal is approved, you’ll receive a credit on your ActiveWaterloo account or a refund to your original payment method.

Read the full program withdrawal policy (PDF).

You can transfer to another program if:

• you meet the withdrawal deadline
• there’s space in the new program
• both programs are in the same session

If the new program costs more, you must pay the difference. If it costs less, you’ll get a refund for the difference.

There are no administrative fees for transfers.

To request a transfer, call 519-886-1177 or email activewaterloo@waterloo.ca.

Refunds and credits follow these rules:

• a 10% administrative fee applies, unless you withdraw within 24 hours of registration or from a drop-in program
• refunds of $25 or less, after the 10% administration fee, are only available as a credit
• FitPass users requesting a withdrawal will either not have a visit deducted or get a credit on their FitPass for future use

Refunds will be processed in 3 to 5 business days.

To request a refund call 519-886-1177 or email activewaterloo@waterloo.ca.

Credits stay on your account as long as it’s active.

Accounts with no activity for 2 years are considered inactive:

• credits under $50 will be transferred to the City’s general revenue
• credits of $50 or more will be refunded to your original payment method, with a 10% administrative fee

At any time, you may request a refund if your account credit is $25 or more. A 10% administrative fee applies.