Xplor Recreation Support

Desktop Registration System How-To Guides

Frequently Asked Questions: Drop-In Program Registration

• When does registration open for drop-in programs?

  Online and in-person registration for residents opens 72 hours prior to the session start time. Registration for non-residents opens 48 hours prior to the session start time.

• Can Customer Service Staff register participants earlier than the allotted registration window?

  No, Customer Service Staff do not have the ability to register participants prior to the opening of the designated registration window for any drop-in program. Staff are required to follow the same registration timelines as online users, and the registration system does not permit registrations outside of these established windows.  

• Has this procedure changed for Customer Service Staff?

  Yes, effective March 17, 2026, a new procedure was implemented for Customer Service Staff that restricted their ability to register participants before the registration window opened.

• Why has this new procedure been implemented for Customer Service Staff?

  This procedure was implemented in response to customer feedback regarding challenges and perceived fairness in the drop-in program registration process. The new approach ensures that all participants have a fair, consistent, and equitable opportunity to register for drop-in programs.

• Can Customer Service Staff register or save a spot for a participant without taking payment or valid membership?

  ​​​​​​No, payment is due at the time of registration for all drop-in programs and spots cannot be saved. A credit card may be saved on the customer’s Xplor Recreation account which can be charged by the Customer Service Staff at the time of registration, or a membership may be purchased for quick and easy registration.

• I logged in to register right when the registration window opened but still could not get a spot.

  Some drop-in programs – particularly pickleball – are very high in demand, and spots may be filled within minutes of the registration window opening. As a result, not all participants are able to secure a space despite logging in promptly.

• Is there a grace period for late arrivals?

  There is a 15-minute grace period for late arrivals. After this time, your spot may be forfeited, and no refund or credit will be issued.

• Can participants withdraw from drop-in programs online?

  Yes, participants can withdraw online from drop-in programs. Refer to the 'Online Withdrawal: Registered Drop-In Program' how-to guide at the top of this page. 

• What is the Account Verification Policy?

  Effective March 23, 2026, Township staff will reserve the right to validate account information, including but not limited to client name, date of birth, address, and residency status. Valid photo identification may be requested to complete this verification.

Questions?