Help with Online Registration

1. Sign-in or create a new family account if first time user

If you used Online Registration before, sign-in to your family account with your email address as username.

2. Select the option to start a registration for a new girl or renew a registration for existing girl

New girl does not have a membership number, select option "Register New girl" to create the record. This option is made available starting June 1st.

For returning members, enter the membership number and date of birth to find the record.

3. Select the group [unit] to register to

Your daughter's age must be within the age category on or before December 31st of the current Guiding year. Guiding year starts on September 1st and ends on August 31st the following year.

Example, a girl who is 5 years old on or before December 31st can register as Spark. However if she is only turning 5 after December 31st, she is not eligible yet for Spark and can only register the next Guiding year. If her age is not within the age category of the group [unit] selected, the registration process will loop back to the first step.

Important information about WAITLIST: If the group [unit] is full, you can only join as a waitlist. We do not charge any fee but you must checkout and complete the waitlist confirmation.

4. Checkout

Review and agree to the Legal Agreement and complete the payment process.

For waitlist, make sure to confirm joining the waitlist and you will receive a confirmation email. If a space becomes available for your daughter, you will be notified by email with instruction on how to continue with registration.

5. Confirmation

Once payment has been completed print the confirmation page. You will receive the official receipt in your email right after successful payment.

Family Account and Sign-in Questions

Q1. How do I reset my password? I requested a password and received the email, but the link is not working!

A. In the password reset email, You must select and copy the whole set of text comprising the web address link, make sure to include the portion that appears to have no hyperlink and paste it into your browser's address bar. The correct reset password page asks for your new password. If the page that opens asks for your logon name, you copied an incomplete web address link.

Q2. My family account is locked! How can I unlock?

A.  For security purposes the account is locked for an hour if a wrong password is entered too many times. Go back after an hour to try again and use the "Forgot my Password" link if you need a password reset.

Q3. I have an existing Family Account but I want to use a different email address, how can I change it?

A. There are two ways to change your family email address. You can select the "Forgot my username" from the sign-in page and enter the required information. If a record matching the information entered is found, it will display the email address on the same page and an option to change the family email and password. Another way is you need to login to your existing family account then select "Update my family account details" to change your information, including your family email address and password.

Q4. I created a new Family Account but I did not receive the validation email, what do I do now? 

A. Login to your Family Account and select option "Renew a registration for existing girl Member" and on the Find Girl page, click "Resend confirmation email". To ensure email delivery, add donotreply@girlguides(dot)ca to your address book or check your Spam\Junk folder for the email notifications. Open the message and follow the link to validate your account.

Q5. I'm not receiving the email notifications in connection with my Family account, how can I retrieve the messages? 

A. To ensure email delivery, add donotreply@girlguides(dot)ca to your address book or check your Spam\Junk folder for the email notifications. 

Q6. I can't remember which email address I used, can I retrieve it?

A. You can retrieve the email you used with your Family Account by selecting the "Forgot my username" from the sign-in page and enter the required information. If a record matching the information entered is found, it will display the email address on the same page and an option to change the family email and password. 

Registration Process

Q1. My daughter/ward is a returning member, what's the first thing I need to do to renew her registration online?

A. For first time user of Registration Online, you need to Create a Family Account with a user name and a password. The email address is your login username. Once you have the Family Account created and validated, you may proceed with renewing your daughter/ward's registration.

Q2. I registered my daughter/ward online last year, how can I renew her registration for this year?

A.  If your daughter is returning to her current group [unit], you may register starting in April but if she is advancing to the next level or moving to another group [unit], register her starting in May. Login to your existing family account and choose option "Renew a registration for an existing girl member" then proceed to find her record to start the registration process.

Q3. How can I retrieve my daughter's membership information? 

A. Login to your Family Account and select option "Renew a registration for an existing girl Member". On the Find Girl page, under section "Search for Membership Number" enter your family email address and if a girl record is found with that email, you will receive a message with her Membership number.

Q4. Can I still change my daughter/ward's group [unit] after I paid online?

A. After the registration has been paid online, you cannot change the group [unit] using the Registration site. Please contact the Provincial Council at 1-800-565-8111 to request the change of group [unit].

Q5. My daughter/ward is interested to join a group [unit] in our area, how can she become a member?

A. The registration site will open in June for new members. Go to the Unit Finder to locate a group [unit] in your area, then select to register as new member. You will need to create a Family account if this is your first time using the registration site.

Q6. How can I find a group [unit] in my area?

A. Go to the Unit Finder, enter your city or postal code and select the branch according to your daughter's age then click search. You may need to select the option "Show all units" to display including groups [units] that are full. From the search result, click the Trefoil symbol to view the group [unit] information. Once you have located the group [unit] you are interested in, click the link to view more details and to register.

Q7. I found a group [unit] for my daughter/ward, can I reserve a space and pay later?

A. No, when you use the registration site and put your daughter in a group [unit], a timer is activated and visible on the screen to tell you how many minutes the group [unit] is on hold for your daughter until you process the payment. If you don't complete the payment within the specified time, you will lose the hold on the group [unit] and you have to start all over again.

Q8. When is my daughter's/ward's first meeting?

To check a group's [unit] start date you can:

  1. Use our Find a Group [Unit] tool. Make sure you select "Show all units" at the bottom right of the map, then click "Search map."  OR
  2. If you are not sure what the name of your group [unit] is, log into your family account and click "Check the start date for my unit(s)." 

If the start date shows as TBD, your Guider should be in contact with you by mid-September with more info. If you have not found out your start date by mid-September, contact support@girlguides.zendesk.com or 1-800-565-8111 for assistance.

Q9. My daughter/ward will turn 5 years old in January. Can she join Sparks part-way through the year?

A. Unfortunately the Registration site only process girls that have turned 5 years old before December 31st of the current Guiding year (September 1st to August 31st of the following year). Please contact the local office at 1-800-565-8111 to register by paper.

Q10. How can I view the map? I see only white background and no groups [units].

A. Make sure that your Internet browser is up to date and set to "Allow blocked content" or "Allow Pop-ups" to be able to view the Unit Finder map properly. Also, internet browser should be set to enable javascript. View the Help with browser settings  for detailed instructions.

Q11. Can I use my iPhone or iPad to register my daughter?

A. For best experience, we recommend to use regular desktop or laptop.

Q12. I'm having trouble logging into thegirlguidestore.ca using my registration family account.

A. The online store is separate from our online registration website and you will need to create a different login.  For technical support, please contact store's customer service at 1-877-605-9339 or support@thegirlguidestore.ca.

Q13. I can't use the online system. How can I register my daughter/ward?

A. In rare circumstances, girls may need to be registered using a paper form. Download the Girl Registration form (A.5P   ) and submit it to your provincial office

Q14. I have not heard from my daughter's/ward's Guider [leader] yet.

You should receive should receive communication from your daughter's/ward's Guider in advance of your group's [unit's] start date to confirm the date and location of the first meeting. If you have not found out your start date by mid-September, contact support@girlguides.zendesk.com or 1-800-565-8111 for assistance

Waitlist Information

Q1. My daughter/ward is on a waitlist, how can I change to a unit with available space?

A. Login to your Family Account and select option "Continue with registration I started before" then from the Registration Summary page, select "Delete" on the left side of your daughter/ward's waitlist information. This will send you back to the girl information page and to choose another unit.

Q2. I received an email that a space is available for my waitlisted daughter/ward, what should I do now?

A. Login to your Family Account and select option "Continue with registration I started before" then proceed to check out and make sure your credit card or PayPal account is on hand to complete the payment. You must complete the registration within 3 business days of receiving the unit space availability notification, otherwise your daughter/ward loses the space.

Registration Fees, Payment and Refund

Q1. My credit card is not accepted, what should I do?

A. Online Registration accepts payment using credit card (Visa or MasterCard) or PayPal account. When entering Visa or MasterCard information, double check the following required details:

  • The credit card is valid and activated
  • The credit card number is entered without spaces, expiration date and the security code or pin number found at the back of the card have been entered correctly (usually resolves error 10527 with invalid data)
  • The name/billing information matches that of the credit card
  • VISA or MasterCard Debit/Prepaid cards require enough funds in it to cover total checked-out amount for Online Registration and applicable  transaction fee charge by some banks. If using a Visa/MasterCard debit or pre-paid card and consistently getting message "Error 15005 Processor Decline", you may need to contact the issuing bank to make sure your complete billing address is in the bank's file,  or you may use another card/PayPal account or contact the local Guiding office at 1-800-565-8111 for other payment option

Q2. How can I get a copy of the Official Receipt?

A. If you registered your daughter/ward online, please send an email with your daughter/ward's name and membership number to receipt(@)girlguides(dot)ca. If you paid the registration directly to your local Guiding office, please contact the same office at 1-800-565-8111 to request a copy of your receipt.

Q3. Is there a discount for registering my daughter/ward part-way through the Guiding year?

A. No, there is no discount for registering part-way through the year.

Q4. How can I request for a refund?

A.  Please review the Refund Guidelines and contact the local office at 1-800-565-8111.

Help with Browser Settings

Supported Browsers

Minimum requirements for optimum viewing of Online Registration site, please make sure you are using one of the following browsers:

  • Internet Explorer version 8 or higher
  • Firefox 3.6 version 10 or higher
  • Safari 6 or higher
  • Google Chrome

Enabling JavaScript in your Browser

The steps outlined are for browsers running on Windows OS only.

To enable JavaScript in Internet Explorer:
  1. Click the Tools icon in the toolbar
  2. Select Internet Options
  3. Click Security tab
  4. Under Security level for this zone, click Custom level... button
  5. Scroll down the list until you see the Scripting entry
  6. Under Active Scripting, select the Enable radio button
  7. Click OK and confirm your change
  8. Click OK in the Internet Options dialog
  9. Refresh the page or close all browser windows and open a new one for settings to take effect
To enable JavaScript in Firefox:
  1. Click the Firefox button
  2. Click Options
  3. Click Content
  4. Check Enable JavaScript checkbox
  5. Click OK button
  6. Refresh the page or open a new page for settings to take effect
To enable JavaScript in Safari:
  1. Click on the Safari menu in Safari.
  2. Click on Preferences.
  3. Click on Security.
  4. Make sure these checkboxes are checked: Enable Plug-ins, Enable Java, and Enable JavaScript.
  5. Make sure the Block pop-up windows box is not selected.
In Google Chrome, JavaScript is enabled by default but to ensure it is:
  1. Right click on your Google Chrome shortcut.
  2. Click Properties.
  3. On the target line, ensure disable-JavaScript is not present. If it is, delete it.
  4. Click Apply

Change the Browser's Language Setting

For Internet Explorer:
  1. In your browser, click on Tools
  2. Select Internet Options. In General tab, click Languages button under the Appearance
  3. Click Add then select English (Canada) from the Language list, click OK
  4. To make English (Canada) the default language, select it and click Move Up so it is on top of the French language then click OK
  5. Click OK to close the Internet Options dialogue window
For Firefox:
  1. Click the Firefox button
  2. Click Options
  3. Click Content tab
  4. Click Choose then select English from the list, click Add
  5. Move English to the top to make it as default
  6. Click OK button.
  7. Refresh the page for the new setting to take effect.
For Chrome:
  1. Click on the wrench icon on the browser toolbar.
  2. Select Options, click Under the Hood
  3. In Web Content, click Languages and Spell-checkers settings
  4. If English is not on the list, click Add and look for English (Canada) then click OK
  5. Drag English to the top of the list of Languages to make it as default
  6. Close all browser windows and open a new one to make changes take effect

Clearing Browser Cache/History

If you are experiencing page loading problems or are viewing old contents, try clearing your temporary internet files or cache.

Internet Explorer:
  1. In your browser, click on Tools  or if menu bar is hidden click on the "tool" shaped like a sprocket on the top right of toolbar.
  2. Select Internet Options. In the General tab, click Delete button under the Browsing History.
  3. Click the check box for Preserve Favorites Website Data and Delete Temporary Internet Files (not the cookies).   Take the check marks out of others unless you wish to keep them. This will clear up old files and will display updated website contents. Click Delete button and then click OK to close the dialogue window.  Wait for notification that it is complete.
Firefox:
  1. Click the Open Menu button ( three horizontal lines in the top right corner) and choose Options.
  2. Select the Advanced panel.
  3. Click on the Network tab.
  4. In the Cached Web Content section, click Clear Now.
Google Chrome:
  1. Click the Open Menu button ( three horizontal lines in the top right corner) and choose Options.
  2. Select More Tools.
  3. From menu, select Clear browsing data.
  4. In the dialog that appears, select the Clear browsing history checkbox.
  5. Click the check boxes that you want cleared, uncheck the password if you do not want to delete saved password
  6. Click Clear browsing data.
Safari:
  1. From the Safari menu, click the Safari option.
  2. Select the Preferences link.
  3. In the Preferences window, click Advanced tab and check the Show Develop menu in menu bar.
  4. Return to the Safari menu bar and click Develop option.
  5. Select the Empty Caches link.
iPAD/iPhone:
  1. Go into Settings.
  2. Tap Safari
  3. Scroll down to Clear History and Clear Cookie and Data.
  • Cookie ordering - for Unit Guiders with cookie orderer position.
  • Member Zone for Guiders - exclusive  site for Unit Guiders only. Girl or Family accounts do not have access.
  • Online Store - shop here for Guiding uniforms and other supplies. The store is a separate website and Family account or Member Zone account will not work to login on this site.
12/13/2017 11:42:01 AM