Q: I can’t log on.
A: You can only log on if you’re a member and it is 9:00 am or later during registration. If you are a member, make sure you are entering the correct “Login” and “Password.” To retrieve your “Login” and “Password,” go to “Online Registration” and click on “Login & Register” hyperlink. First time users should retrieve their “Login” and “Password” which will be sent to them once their e-mail address is recognized. If your login and password doesn’t work, click “Retrieve Login” and you’ll immediately be e-mailed this information. Once you enter your login and password, click “Submit” and you’ll then be on a page called “My Account.” You will then be able to register for classes and programs.
Q: My children don’t show up.
A: If your children are members but you’re not, then you need to enter the child’s name.
Q: I can’t find the class I want.
A: Hardcopies of our brochure are always available for our members at the front desk – feel free to pick up a copy. Also, our Member Relations Staff at the front desk are always happy to assist you.
Q: It says I’m already registered and I didn’t do anything.
A: If a transaction isn’t completed within 10 minutes, you’ll “time out,” and your transaction will go to a “pending” file. To release it, contact an Administrator at our Y.
Q: I used to be a member and want to renew so I can register online.
A: You must come in to join, but if you’re already a member, you can renew online.
Q: I’m waiting for financial assistance and I’d like to register.
A: To ensure approval when registration begins, applications should be submitted at least two weeks before registration date. Once your financial assistance application and requested income verification have been submitted, please allow ten business days for the review process. You will be contacted by email once the application is reviewed. Applications are available at the front desk or to download from our website.
Q: I’m not sure which swim class is best for my child.
A: Swim registration is done by age group and desired class schedule. Swimmers are evaluated on the first day of class and placed into the appropriate level within their registered class.
Q: I realized I registered for the wrong class and I can’t delete it.
A: You will need to come to the front desk and complete a Class Change/Refund Form. There is a $15 processing fee. You can still register for the correct class online, or at the front desk.
Q: I would like to request a refund.
A: If you would like to be considered for a refund, paperwork must be filled out and given to the front desk. There is a $15 refund policy which is outlined in our brochure.
If you have additional questions, please contact our Front Desk at 203-966-4528.