Frequently Asked Questions

Frequently Asked Questions

Answers to FAQs For Online Registration Customers Can I view my transaction history and print out my past receipts online? Does the City have a Scholarship Program? How do I request a Customer ID and password for an online registration account? How do I register online for an activity? How do I update My Account if I already have an internet account? How do I add family members to my account? How do I add additional activities to my shopping cart? How do I update My Account information if I discover the information is not correct at the time of checkout? How can I view a schedule of my family's upcoming scheduled activities? What happens if a class or program is full? What if I don't remember my Customer ID and Password? What is your refund policy? Where is the Community Center and what are your hours? Credit Card information Q: Can I view my transaction history and print out my past receipts online? A: Yes! The "My Account" feature allows you to view a detailed list of your past transactions with the Southlake Parks and Recreation Department. Just login, click the "My Account" button and select "Account Details" to view the receipt and/or print it out for your records. Back to Top Q: Does the City have a Scholarship Program? A: Yes! The City of Southlake wants everyone to have the opportunity to participate in our Parks and Recreation programs. Therefore, we have established a youth scholarship program for those who qualify. Participants must be able to show financial need and be a Southlake resident. Scholarship applications may be picked up at the Southlake Community Center. For more information, please contact our office at 817-748-8203 or 817-748-8019. Back to Top Q: How do I request a Customer ID and password for an online registration account? A: Before registering for activities, you must establish an online registration account and receive your Customer ID and Password. To create an online registration account: 1) Click on the "Request Account" button 2) Fill out the form for New Account Request completely, including birthday and click submit. Please submit your request only once. An Important Note About Registering Children: Use your own information when filling out the online registration account, NOT the information of the child you wish to register for an activity. Once you have an online account, you will have the opportunity to add family members. Back to Top Q: How do I register online for an activity? A: 1) Click the "Register" button at the top of the introduction page. 2) Select the activity you would like to enroll in. NOTE: You may narrow down your search for activities by using any of the four drop-down search boxes at the top of the online registration page. Activities that are Grayed Out on the screen are not currently available. 3) Click on the Add to My Cart button if you wish to register for the activity. 4) Login to your online registration account by entering your customer ID and password. Proceed to your checkout shopping cart by clicking the "Continue" button. From this screen you can remove activities from your cart, view more activities and add them to your cart, or update your cart information. IMPORTANT: If more than one family member will be attending the activity, you must register each individual. 5) Confirm your activity name, date, and time, enrollee and price, and pay with a credit card. Click on continue to proceed with payment. You will be prompted that you are entering a secure site. Click "yes." Enter your credit card information on the payment information page. Click Continue. The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the "My Account" button and change your residential address to match your credit card billing address. 6) Print your receipt for the online registration. Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records. Back to Top Q: How do I update My Account if I already have an internet account? A: If you already have an internet account, you can update your personal information at any time by returning to the MY ACCOUNT section. Enter your Customer ID and Password to gain access to your account information. From there you can you update any information that has changed since the creation of your online registration account. Back to Top Q: How do I add family members to my account? A: You may add as many members into your account as necessary. 1) After you receive your initial Customer ID and Password, click on the "My Account" button. 2) Enter your Customer ID and Password to login. 3) Select "Change Information About Family Members/Friends." 4) Add the new family member information. Please include the correct date of birth for each person. This allows the online registration software to determine eligibility for age-restricted activities. Back to Top Q: How do I add additional activities to my shopping cart? A: To add additional activities just select the "Show Activities" button on the checkout cart screen. Repeat the selection steps for the second activity and it will be added to you shopping cart. Back to Top Q: How do I update My Account information if I discover the information is not correct at the time of checkout? A: You can choose to modify your account information during the checkout process. You can even add new family members to be enrolled in your selected activity. Just click on the "My Account" button from the shopping cart and update your information and/or add your family member(s). Once all family members have been added, then select the "Shopping Cart" button and from there you may proceed with the checkout process. Back to Top Q: How can I view a schedule of my family's upcoming scheduled activities? A: The "My Account" feature allows you to view a weekly schedule of your families upcoming activities. Just login, click on the "My Account" button, and then click on "Family Schedule." A weekly schedule will display all of the activities your family has been enrolled in and allow you to click on the activity for more information. Back to Top Q: What happens if a class or program is full? A: Due to instructor/participant ratios, each class and program will have a maximum number of spots available. Once the class maximum has been reached, subsequent registrants will be notified that the class is full and you will be placed on a waiting list. If you submit your registration form and fee after the class is full, your fee will be returned in full. Should spots become available, program openings will be filled on a first-come, first-served basis from registrants that appear on the waiting list. Back to Top Q: What if I don't remember my Customer ID and Password? A: Call the Parks and Recreation Department, 817-748-8203 or 817-748-8019, and we will be happy to tell you the Customer ID and reset your password. Back to Top Q: What is your refund policy? A: EFFECTIVE MONDAY, DECEMBER 7, 2009 The following are general guidelines for requesting a refund: 1. A full refund will be issued (minus the convenience fee) if a class is cancelled by Parks and Recreation. Refunds will be issued (upon request) on a pro-rated basis up until the second class or game minus a $5 adminstrative fee. 3. No refunds or transfers will be granted after the second game or class session. 4. Refund requests must be made in writting, by completing the Refund Request Form. Forms are available in the Community Services office (400 N. White Chapel) or online at www.SouthlakeParksAndRec.com 5. Forms must have an original signature and must be returned in person, by e-mail or fax. Refund requests must be received and completed in full, in our office prior to the second game or class in order to be considered for processing. 6. No refunds or transfers will be issued for team fees after the league schedule is finalized (Athletics only). 7. You must withdraw or request a transfer 48 hours in advance of any one-day course to receive a refund or transfer. 8. Approved refunds will be processed within three weeks. 9. Supply fees paid to the instructor will not be refunded. 10. No cash refunds will be given. Credit card payments will not be credited to your account but will be refunded by check. 11. The online convenience fee is non-refundable. Back to Top Q: Where is the Community Center and what are your hours? A: The address is 400 N. White Chapel. We are located in Bicentennial Park, just behind the Tom Thumb Shopping Center. Our hours are Monday - Friday, 8:00am - 5:00pm. We are closed on holidays. Back to Top Q: Credit Card information A: There is a 6.5% transaction fee for online registrations (minimum $2 fee). If you request a refund the transaction fee will not be refunded. Your credit card will show a charge from Active.Com rather than the City of Southlake. Active.Com is the company that provides the online registration. Accepted credit cards are: Visa, MasterCard, and American Express. If you choose to pay by check or cash please come to the Community Center. Back to Top

Answers to FAQs For Online Registration Customers

Can I view my transaction history and print out my past receipts online?
Does the City have a Scholarship Program?
How do I request a Customer ID and password for an online registration account?
How do I register online for an activity?
How do I update My Account if I already have an internet account?
How do I add family members to my account?
How do I add additional activities to my shopping cart?
How do I update My Account information if I discover the information is not correct at the time of checkout?
How can I view a schedule of my family's upcoming scheduled activities?
What happens if a class or program is full?
What if I don't remember my Customer ID and Password?
What is your refund policy?
Where is the Community Center and what are your hours?
Credit Card information

Q: Can I view my transaction history and print out my past receipts online?: A: Yes! The "My Account" feature allows you to view a detailed list of your past transactions with the Southlake Parks and Recreation Department. Just login, click the "My Account" button and select "Account Details" to view the receipt and/or print it out for your records.
Q: Does the City have a Scholarship Program?: A: Yes! The City of Southlake wants everyone to have the opportunity to participate in our Parks and Recreation programs. Therefore, we have established a youth scholarship program for those who qualify. Participants must be able to show financial need and be a Southlake resident. Scholarship applications may be picked up at the Southlake Community Center. For more information, please contact our office at 817-748-8203 or 817-748-8019.
Q: How do I request a Customer ID and password for an online registration account?: A: Before registering for activities, you must establish an online registration account and receive your Customer ID and Password. To create an online registration account:

1) Click on the "Request Account" button

2) Fill out the form for New Account Request completely, including birthday and click submit. Please submit your request only once.

An Important Note About Registering Children: Use your own information when filling out the online registration account, NOT the information of the child you wish to register for an activity. Once you have an online account, you will have the opportunity to add family members.
Q: How do I register online for an activity?: A: 1) Click the "Register" button at the top of the introduction page.

2) Select the activity you would like to enroll in.
NOTE: You may narrow down your search for activities by using any of the four drop-down search boxes at the top of the online registration page. Activities that are Grayed Out on the screen are not currently available.

3) Click on the Add to My Cart button if you wish to register for the activity.

4) Login to your online registration account by entering your customer ID and password. Proceed to your checkout shopping cart by clicking the "Continue" button. From this screen you can remove activities from your cart, view more activities and add them to your cart, or update your cart information.
IMPORTANT: If more than one family member will be attending the activity, you must register each individual.

5) Confirm your activity name, date, and time, enrollee and price, and pay with a credit card. Click on continue to proceed with payment. You will be prompted that you are entering a secure site. Click "yes." Enter your credit card information on the payment information page. Click Continue.

The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the "My Account" button and change your residential address to match your credit card billing address.

6) Print your receipt for the online registration. Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: How do I update My Account if I already have an internet account?: A: If you already have an internet account, you can update your personal information at any time by returning to the MY ACCOUNT section. Enter your Customer ID and Password to gain access to your account information. From there you can you update any information that has changed since the creation of your online registration account.
Q: How do I add family members to my account?: A: You may add as many members into your account as necessary.

1) After you receive your initial Customer ID and Password, click on the "My Account" button.

2) Enter your Customer ID and Password to login.

3) Select "Change Information About Family Members/Friends."

4) Add the new family member information. Please include the correct date of birth for each person. This allows the online registration software to determine eligibility for age-restricted activities.
Q: How do I add additional activities to my shopping cart?: A: To add additional activities just select the "Show Activities" button on the checkout cart screen. Repeat the selection steps for the second activity and it will be added to you shopping cart.
Q: How do I update My Account information if I discover the information is not correct at the time of checkout?: A: You can choose to modify your account information during the checkout process. You can even add new family members to be enrolled in your selected activity. Just click on the "My Account" button from the shopping cart and update your information and/or add your family member(s). Once all family members have been added, then select the "Shopping Cart" button and from there you may proceed with the checkout process.
Q: How can I view a schedule of my family's upcoming scheduled activities?: A: The "My Account" feature allows you to view a weekly schedule of your families upcoming activities. Just login, click on the "My Account" button, and then click on "Family Schedule." A weekly schedule will display all of the activities your family has been enrolled in and allow you to click on the activity for more information.
Q: What happens if a class or program is full?: A: Due to instructor/participant ratios, each class and program will have a maximum number of spots available. Once the class maximum has been reached, subsequent registrants will be notified that the class is full and you will be placed on a waiting list. If you submit your registration form and fee after the class is full, your fee will be returned in full. Should spots become available, program openings will be filled on a first-come, first-served basis from registrants that appear on the waiting list.
Q: What if I don't remember my Customer ID and Password?: A: Call the Parks and Recreation Department, 817-748-8203 or 817-748-8019, and we will be happy to tell you the Customer ID and reset your password.
Q: What is your refund policy?: A: EFFECTIVE MONDAY, DECEMBER 7, 2009
The following are general guidelines for requesting a refund:

1. A full refund will be issued (minus the convenience fee) if a class is cancelled by Parks and Recreation.

Refunds will be issued (upon request) on a pro-rated basis up until the second class or game minus a $5 adminstrative fee.

3. No refunds or transfers will be granted after the second game or class session.

4. Refund requests must be made in writting, by completing the Refund Request Form. Forms are available in the Community Services office (400 N. White Chapel) or online at www.SouthlakeParksAndRec.com

5. Forms must have an original signature and must be returned in person, by e-mail or fax. Refund requests must be received and completed in full, in our office prior to the second game or class in order to be considered for processing.

6. No refunds or transfers will be issued for team fees after the league schedule is finalized (Athletics only).

7. You must withdraw or request a transfer 48 hours in advance of any one-day course to receive a refund or transfer.

8. Approved refunds will be processed within three weeks.

9. Supply fees paid to the instructor will not be refunded.

10. No cash refunds will be given. Credit card payments will not be credited to your account but will be refunded by check.

11. The online convenience fee is non-refundable.
Q: Where is the Community Center and what are your hours?: A: The address is 400 N. White Chapel. We are located in Bicentennial Park, just behind the Tom Thumb Shopping Center. Our hours are Monday - Friday, 8:00am - 5:00pm. We are closed on holidays.
Q: Credit Card information: A: There is a 6.5% transaction fee for online registrations (minimum $2 fee). If you request a refund the transaction fee will not be refunded.

Your credit card will show a charge from Active.Com rather than the City of Southlake. Active.Com is the company that provides the online registration.

Accepted credit cards are: Visa, MasterCard, and American Express. If you choose to pay by check or cash please come to the Community Center.

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