Registration and General Information

How to create an Account [PDF]

• Click the green “Sign-Up" button above.
• Enter all the required fields.
• After hitting “Submit”, a temporary password will be sent to your email from City of Markham (communication@xplorrecreation.com).

Follow the instructions and link in the email to complete the sign-up process and create a new password. The new password must include:

• Minimum of 12 characters
• Uppercase letter
• Lowercase letter
• NumberSymbol

Once your new password is created, you are all done!

You can now add family members to your family account and payment, or financial, information.  Adding your payment and family member information will make program registration much easier.

• How to add Financial Information [PDF]
• How to Add Family Members [PDF]

Translated Instructions

• Simplified Chinese — New Program Registration System Information
• Traditional Chinese — New Program Registration System Information
• Tamil — New Program Registration System Information

How to Register for a Program

• English
• Simplified Chinese
• Traditional Chinese
• Tamil

How to Withdraw from a Program

• English

How to Book a Tennis Court 

• Tennis Centre Courts

Online Registration System

When did the new online registration software go live?  
The City of Markham launched their new program registration software on June 19, 2023. The new system offers enhanced features designed to be user friendly. The City stopped using EZREG in September 2023.

Is my information from EZREG automatically transferred to the new Program Registration System?

No. The two systems operate independently so account information has not been automatically transferred. You need to create an account in the NEW system in order to register for programs. Step-by-Step instructions in English, Traditional Chinese, Simplified Chinese and Tamil are available at markham.ca/RegisterNow.  

How do I register for a program online?

After logging in to your profile, select Programs & Activities along the top ribbon of your screen. From the drop down menu you will then select Registered Programs. Here you will have the ability to filter your search based on preferences such as location and type of program. Select the type of program you are interested in and you will be able view a list of available programs. Select “Register Now” to begin the registration process. For more help, please watch this video or view instructions.

I logged in just before registration opened and was put in a queue. Does that mean I have first access to programs?

To help process the high number of registrants, we have implanted a queueing system. 15 minutes before registration officially opens, a “pre-queue” is opened, similar to a waiting room, to house all those who have logged in early. Once registration opens, people in the pre-queue/waiting room are the first to enter the system but it is done so in a randomized manner. This means it will make no difference if you entered the pre-queue at 15 minutes before registration opens or 2 minutes before it opens. Registrants in the pre-queue will have access to the system prior to those who log into the system right at 6:30AM or after.  

How do I know if I am registered?  

Once the registration is complete you will receive an email containing your registration confirmation and receipt for the program. You can also view your registrations through the “Schedule” tab on your client details page.  
How do I review which courses I am on the waitlist for? On the client detail page of your account you can navigate to the “Attendance History” tab. From here you will be able to see the status of the courses you have registered for. Any courses that have “Waiting” in the status are courses you are currently waitlisted for.

How will I know if a spot becomes available for a program that I am waitlisted for?

Once a spot becomes available you will receive an email from the system notifying you. You will have 48 hours to decide if you would like to finalize the registration into the program or withdraw yourself from the waitlist. After 48 hours your spot will be passed to the next individual on the waitlist.

I’m a resident but the system is telling me that I have no qualifying fees when I try to register, what can I do to fix this?

First step is to ensure that your address information is complete and correct. Partial address information or spelling mistakes will alter your residency. If this doesn’t work, please contact City of Markham staff at customerservice@markham.ca for more assistance.  

Will my client ID and family PIN work with the new system?

No, now that the new system is open, you will need to create an account that will have its own unique client ID. Your old client ID and PIN will no longer be valid in this new system.

I received an email from communication@xplorrecreation.com is it from the City of Markham?

Emails from communication@xplorrecreation.com are generated from our software vendor. It contains your temporary password for account creation.

How do I find out if I have an existing account?

The City of Markham did not transfer existing accounts into the new registration system. Regardless if you had an account in the old system, you will need to create one in the new system. Instructions, including links to videos, can be found in the accordion folder above.

How do I setup an account in the new system?

This document offers step-by-step instructions on creating an account in the new system. 

I forgot my password. How do I reset it?

You can use the “forgot password option” on the login screen or contact City of Markham staff to have a temporary password sent to your email.  

I am having difficulty setting/re-setting a password. What are the requirements?

Your password must include the following:  
• 12 Characters  
• Lowercase Letter  
• Uppercase Letter  
• Number  
• Special character

Can I edit my account after it has been created?

You may edit your account online at any time. From the “My Info” screen simply select “Edit” to get started.  
 

How do I add a family member to my account?

You may add a family member to your account at any time. Once you log into your account,, go to the “My Info” page and click “Add Family Member”.  
 

How do I add or update financial information on my account?

From the “My Info” page, scroll down to “Finance Info”. You will be able to see the financial information linked to your account. To add new financial information, select the “+ New” button. From here you can add all the new payment information and save it to your profile for future use. Alternatively, you can visit one of our community centres and update your payment information using our Pin Pads in person.

How do I transfer my account credits to the new system?

First step is to create a new account, if you haven’t already. Once your account has been created, complete and submit this online form.  

*Note* Once your credit has been transferred to the new system it will not be accessible through EZ Reg.  

How do I find out the status of a membership on my account?

From the “My Info” page, you will see any memberships on your account being represented by different colored squares under your name.

• Green — Active
• Yellow — Expiring Soon
• Grey — Cancelled or Expired
• Purple — Frozen
• Red — Overdue Payment

Can I withdraw from a program?

Yes, clients can withdraw from programs and activities as long as it is within the Program Transfer, Withdrawal and Refund Policy.

You are able to withdraw from a program online up to 7 days prior to the start of your program. To withdraw, follow the steps below.  
1. Sign in to your account through www.markham.ca/RegisterNow.  
2. From your client details page, view your schedule.  
3. Switch your schedule to view in list format.  
4. While viewing your activities, select action and withdraw.  
If you wish to withdraw from a program that starts in less than 7 days, or has already started, you will need to complete a refund request form. If you need further assistance, please contact Customerservice@markham.ca or 905-477-5530, Monday to Friday 8 AM to 5 PM for a City of Markham staff to assist you. Please have the course information for both courses available prior to contacting City staff for a smooth transition.  
 

Am I able to transfer from one program to another?

Yes, clients can withdraw from programs and activities so long as it is within the

Program Transfer, Withdrawal and Refund Policy.

To transfer from one program to another, complete the transfer request form. If you need further assistance, please contact Customerservice@markham.ca or 905-477-5530, Monday to Friday 8 AM to 5 PM for a City of Markham staff to assist you. Please have the course information for both courses available prior to contacting City staff for a smooth transition.  
 

Winter Registration Dates:

• Winter break programs: Registration is open.
• Winter programs, swim lessons, and group fitness classes: Registration opens Dec. 3 (Residents)
• Preview all winter programs online: Nov. 11

VIEW PROGRAMS

Online

• Sign up and create an account
• Enter all the required fields
• After hitting "submit", a temporary password will be sent yo your e-mail form City of Markham (communication@xplorrecreation.com).

Once your new password is created, you are all done!

You can now add family members to your family account and payment, or financial, information. Adding your payment and family member information will make program registration much easier.

By Phone
 

Call the Contact Centre Monday to Friday from 8:30 AM to 4:30 PM to register by phone. You will need the following information:

• A client account
• Your course barcode(s)
• A credit card (Visa/MasterCard/AMEX) with a valid expiry date

If you do not have a barcode or account, the Contact Centre can help you create one.

For more information:
 

• Call the Contact Centre at 905.477.5530

Your registration is complete after you have paid and agreed to the online waiver.

Your receipt and registration confirmation will be emailed to the main account contact and will tell you whether your registration was successful.

If you register for a course that is full, you will be placed on a waitlist.

Once a spot becomes available you will receive an email from the system notifying you. You will have 48 hours to decide if you would like to finalize the registration into the program or withdraw yourself from the waitlist. After 48 hours your spot will be passed to the next individual on the waitlist.

For more information please call the Contact Centre at 905.477.5530 from Monday through Friday between 8 AM to 5 PM.

Any credit balances that remain unused on a client's account for 2 years will be cleared.

Withdrawal and Refund Policy  
 

Registered Instructional Programs

• A full refund will be provided for any withdrawal and refund request submitted to the City of Markham before the start time of the first class of the program. Clients can withdraw online, no withdrawal and refund request form is required.
• For refund requests submitted after the start of the program, but before the third class/program will receive a refund for the remaining class/program, less a $10 cancellation fee. There is no $10 cancellation fee if the refund remains as a credit on your account. To request a refund for your program, please fill out the Program Withdrawal and Refund Request Form.
• No refund will be provided for any requests submitted on, or after, the third class/program or any missed classes. Refund exceptions will be considered for medical reasons accompanied by a doctor’s note.
• Cheque payments will be reimbursed by cheque (approximately 4-6 weeks after approval).
• Please note that the registration system does allow a client to withdraw from a course after the start of the program but will not provide a refund or a credit. If this occurs, please contact the Contact Centre for assistance. The policy for registered instructional programs as indicated above still applies when this occurs.

Registered Specialty Programs

• Registered Specialty Programs include: Summer & Holiday Camps, Varley Art Gallery Courses, Museum Pottery Courses, Private Tennis Lessons, Markham Sports Leagues, Aquatic Leadership Courses, One-day Courses, or Adult Workshops.
• A full refund will be provided for any withdrawal and refund request form submitted to the City of Markham more than seven days (exactly 168 hours) before the start time of the first class of the program. Clients can withdraw online, no withdrawal and refund request form is required. 
  • For example, Sebastian is registered in a Summer Camp that starts at 9 AM on Monday July, 15. Sebastian is eligible to receive a full refund if they withdraw online before 9 AM on Monday, July 8.
• No transfers, withdrawal or refunds will be provided for any requests submitted within seven days (exactly 168 hours), on, or after, the start time of the first class of the registered specialty program.
• Cheque payments will be reimbursed by cheque (approximately four to six weeks after approval).
• Please note that the registration system does allow a client to withdraw from a course online within seven days (exactly 168 hours) of the start time of the first class of the program but will not provide a refund or a credit. If this occurs, please contact the contact centre for assistance. The policy for registered specialty programs as indicated above still applies when this occurs.

Drop-In Programs  

• Participants who register for a drop-in program can withdraw, online or in-person, up until you have confirmed your attendance at the front desk or the start of the drop-in program. Successful withdrawals will receive a credit on their account. Members will not receive a credit on their account.
• If a participant has already confirmed attendance at the front desk or the program has started, registrants cannot withdraw, and refunds will not be processed.

Transfer Policy

• If you would like to transfer to a different program, a transfer request can be submitted before the third class/program. Transfer approvals are dependent on available space in the new program. If approved, the difference of fees will be applied to the participant's registration account where applicable.
• At least seven days' notice is required for any transfer or withdrawal and refund request for: Summer & Holiday Camps, Aquatic Leadership Courses, One-day Courses, Varley Art Gallery courses, Museum Pottery Courses, Markham Sports Leagues, Private Tennis Lessons, or Adult Workshops. No transfer, withdrawal or refunds will be provided for any requests submitted less than 7 days, on, or after, the start of the program.
• To change programs, please complete the Program Transfer Request Form. We'll contact you within two (2) business days to confirm your place in the new program. Check the refund policies above to learn how you will be charged.
• If your new program is more expensive than the old one, we'll contact you for payment.

Course Cancellation Policy

A full refund will be provided for any course that the City of Markham cancels before the course start date.

For assistance and questions relating to the Transfer, Withdrawal and Refund Policy, please contact the contact centre at customerservice@markham.ca or by phone at 905.477.5530, Monday to Friday 8 AM to 5 PM.

General
 

• It is recommended that your physician be consulted prior to the start of any physical activity.
• Facility hours of operation are subject to change.
• Rates are subject to change.
• Non-residents of the City of Markham may be required to pay a surcharge.
• To ensure the privacy of others, filming or photography is not permitted during registered programs and/or drop-in programming. Additionally, electronic devices are not permitted to be used in a change room and/or washroom.
• The City of Markham is committed to providing a safe and harassment-free environment, and to promoting diversity, equity and inclusion. Coarse language, physical, aggressive, disrespectful, or uncooperative behavior is not acceptable. If inappropriate behavior occurs, it will be recorded, reported, and may result in removal from the program and/or facility.
• Failure to co-operate with all rules and regulations may result in the suspension or revocation of program registration/membership and any associated booking privileges.
• No verbal agreement between any employee of the City of Markham and a client shall be binding.
• Punch Passes are valid for two years (730 days) from the date of purchase.
• The City of Markham is not responsible for any loss or theft of or damage to your property, however caused, in connection with the program and/or facility.
• Personal Information is collected, kept confidential and only used for administrative and emergency purposes. Visit Terms of Use and Privacy Policy (markham.ca) for the City of Markham’s Terms of Use and Privacy Policy.
• Receipts and agreement will be emailed to you as a PDF. If you use an eReader, please contact customerservice@markham.ca for an accessible format. The City of Markham will provide accessible formats and communication supports to accommodate the individual needs of persons with disabilities in order to access the document or information contained on this website. 
   
• Terms and conditions are subject to change.
   

Programs

• Programs are listed online and in printed materials. The City of Markham makes every effort to provide accurate information, however, schedules and prices are subject to change.
• The City of Markham reserves the right to cancel or alter any program without notice, due to registration numbers, change of policy, or availability of instructors/facilities.
• The City of Markham reserves the right to cancel, amend, change, postpone or combine classes/activities.
• Program transfers, withdrawals and refunds shall be in accordance with the City of Markham’s Program Transfer, Withdrawal and Refund Policy. Account credits will be reimbursed to client by cheque only (approximately 4-6 weeks after approval), regardless of the original payment source (cheque or credit card). Credit balances that remain unused on a client’s account for two (2) years will be cleared. Visit Registration & Pre-Booking Information (markham.ca) for full details.
• Parents/guardians can provide written authorization to authorize individuals (at least sixteen (16) years of age) to sign their children in and out of camps and programs.
• Parents/guardians, or authorized individuals must accompany children to the program area to sign in and out of camps and programs. Parents / guardians can provide written authorization for children ten (10) years of age or older to sign themselves in and out of camps and programs.
• Children under ten (10) years of age do not need to be accompanied throughout the program, unless otherwise stated. However, the parent/guardian must remain in the main building for the duration of the program (programs in excess of two (2) consecutive hours excluded).
   

Membership
 

• Memberships are valid for the period indicated on the purchase receipt and/or the membership agreement.
• Memberships may not be shared or transferred with anyone; it is for the sole use of the registered member.
• "Youth" refers to those individuals 14-17 years of age. Youth are required to participate in a consultation session prior to activating any membership that has access to the fitness centre.
• "Students" refer to any full-time student 18 years of age or older, with presentation of a current student identification card.
• Hold requests for fitness memberships are subject to an administration fee and are offered in any duration from one month (30 days) to a maximum of three months (90 days), provided that the requested length does not exceed the remaining length of time left on the membership.
• Extensions for regularly scheduled and communicated shutdowns (e.g. annual maintenance) at a facility will not be considered when alternate locations for membership access are available.
• Any abuse of privileges associated with the membership, including frequent no-shows or misuse of pre-registering of drop-in programs, will result in suspension of the membership. 
   

Personal Training

• Clients must complete and sign a medical questionnaire before commencing personal training.
• Personal Trainer Packages of up to ten sessions expire six months (180 days) from the time of purchase. Packages of 11 or more sessions expire one year (365 days) from the time of purchase.
• There is a 25% cancellation fee applied to unused personal training sessions.
• Personal training sessions that are not rescheduled or cancelled twenty-four (24) hours in advance, will result in a forfeiture of the session.
• If a trainer cancels a session with less than 24 hours’ notice you will be entitled to that session as well as one extra session at no charge.
• The above cancellation policy applies to sessions where the member arrives 15 minutes late. The member will lose their session as well as the total individual session fee, unless a phone call is made at least 20 minutes prior to the scheduled session time indicating the member will be late. If a trainer is late for a session by 15 minutes or more, the cancellation policy applies.
• If you are purchasing sessions with another person, the above cancellation and lateness policies apply. All sessions must be paid separately prior to starting. If one of the members decides they do not wish to continue with the other partner, the remaining sessions will be honored at the price paid for individual sessions. Once sessions are completed the individual session price will apply to all further sessions.
• Packages of 1 or 10 sessions will expire 6 months from the time of purchase. If you purchase a package of 11 or more sessions, they will expire 12 months from the time of purchase.
• Clients who arrive late for a scheduled session, will only receive the remaining scheduled session time.
• Clients must verify completion of each personal training session.
• Every effort will be made to provide clients with a personal trainer of their choice. However, management reserves the right to substitute another qualified personal trainer if and when necessary.
   

Client Accounts

• The primary account holder refers to the main user of a client account. The primary account holder has the sole authority to manage the client account, and to make changes to the client account, including modifying, adding or deleting profiles of family members.
• The City of Markham reserves the right to validate account information including but not limited to: client name, date of birth, address, and residency status. Valid photo ID proof may be requested for account verification.
• Duplicate accounts or accounts with incomplete or incorrect information may be deleted from the system.
   

Gift Cards

• Issuance and Redemption: Gift cards are exclusively issued for payment of goods and services through the City of Markham’s Recreation Culture and Library Program Registration and Facility Booking System, Xplor. Gift Cards cannot be used for covering other City of Markham fees, such as by-law infractions, property tax, building permits, and similar charges. Gift Cards cannot be used for Flato Markham Theatre box office, gift shop, or bar sales. Gift Cards are not redeemable for cash and are non-refundable.
• No Expiration: All Gift Cards will be issued without an expiry date, and no administration fee will be charged for the use of Gift Card.
• Purchases: If the amount of your purchase exceeds the balance on your Gift Card you will be required to pay the remaining balance of the transaction by debit or credit card.
• Refunds: If a refund request is made for a transaction paid for using a Gift Card, a refund will be issued as a credit to the client’s Xplor account.
• Amount Limits: The minimum Gift Card amount is $25.00, and the maximum is $300.00 per Gift Card.
• Cancelling or Refusing a Gift Card: The City of Markham reserves the right to cancel or refuse a Gift Card associated with an unauthorized transaction at any time. Gift Cards purchased from sources other than the City of Markham’s facilities or website may not be valid. The City of Markham is not responsible for honoring Gift Card balances purchased through unauthorized sellers.
• Transferability: Gift Cards are non-transferable.
• Risk of Loss: The City of Markham is not responsible for lost or stolen Gift Cards or the remaining balances on such Gift Cards.
• Terms and Conditions: Use of Gift Cards is subject to these Terms and Conditions, which may be amended by the City of Markham from time to time in its discretion. The purchase, use or acceptance of Gift Cards constitutes acceptance of these Terms and Conditions.

Medical Authorization, Assumption of Risk & Release Agreement

As a condition of use of any city of Markham Facility of participation in any city of Markham program all participants (and parents/guardians of minor participants) (collectively, “participant”) agree to the terms of the city of Markham’s Medical Authorization, assumption of risk & release agreement” as set out below.

Medical Authorization 

Participant gives permission and consent to have City of Markham staff administer or arrange for any emergency medical care, including hospitalization / transportation if necessary, and to the administration of such emergency medical treatments as may be deemed necessary in the circumstances. Participant is responsible for their own medical coverage/costs.
 

Assumption of Risk & Release

Participant recognizes that participation in the program/activity may include a risk to health or a risk of injury. Participant willingly assumes such health risk or risk of injury, and assumes full responsibility before, during and after participation in the program/activity. Participant releases, waives and forever discharges the City of Markham, and its affiliates, elected officials, officers, directors, employees, agents, representatives, volunteers and other participants (the “City Indemnitees”) from all liability, claims, demands, losses, damages, costs, actions and other proceedings whatsoever, in respect of death, injury, loss or damage to Participant, or Participant’s property, arising out of any cause whatsoever, either direct or indirect, in connection with Participant’s use of any City of Markham facility or participation in the program/activity.

The City retains the authority to modify these Terms & Conditions periodically when deemed reasonable and necessary.