Registration & Eligibility Help Tool

This page is designed to help you quickly resolve common issues related to website login, program registration, and UBC student or staff eligibility.

Contacting staff support when needed
Troubleshoot loading or login issues with the UBC Recreation Portal
Understand and troubleshoot UBC Student Eligibility and/or UBC Faculty & Staff Eligibility
Accessing UNA/CSC member benefits

The tool below will ask you a series of questions to help guide you through your options. No data will be collected, and no personal information will be gathered.

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What's going wrong?

Choose the option that best describes what you’re experiencing right now:

I can’t load or login to the UBC Recreation portal

I can’t access the UBC Student or Staff discounted pricing I expected or an activity that’s typically reserved for UBC Students and/or Staff (Eligibility)

I think I qualify for a discount through the University Neighborhood Association (UNA) or the Inspired Community Services Card (ISCC)

I can’t access UBC Staff Pricing for Spring Break or Summer Camps

Something else / I’m not sure

To qualify for UBC Faculty, Staff, & Student Rates on UBC Camps your UBC Recreation Login must be activated using your Campus Wide Login (CWL) and your child(ren) must be added to your Family Account. Click here to learn more about how to create your login, add Family Members, and more!

After adding your family members, you will need to verify their eligibility by using the UBC Family Member Camps Form.Once verified, child(ren) are eligible for the applicable rates for a one year period.

Please note that UBC Faculty, Staff, & Student Rates are not applicable to programs provided by MacSailing, Future-ready Minds, The Cinematheque, Pacific Adventure Learning, Sea Smart and UnderToe.

The deadline to receive your UBC Faculty, Staff, & Student Rates retroactively (i.e. after the camp has concluded) is 14 calendar days immediately following the conclusion of the program. Requests submitted outside of this window will not be considered.

If none of the options in this tool match your issue, please e-mail recreation.help@ubc.ca with the following information

Name
CO# in your client profile
If applicable, your UBC student or employee ID
If applicable, your affiliation or relationship with UBC including previous history as a student or employee
A brief description of the issue you are encountering

Which difficulty are you experiencing logging into the Recreation Portal?

I’m having difficulty loading the webpage on my browser

I’m having difficulty with my username or passwords

I’m getting an error saying that my e-mail address is already in use.

Browser Troubleshooting Steps

If possible, restart your computer or mobile device.
Close all browser tabs and windows, then open a brand-new browser window
1. If this isn’t possible, please try using a different browser (e.g., Firefox, Chrome).
Confirm your internet access by loading a basic webpage like Google.
Navigate to https://portal.recreation.ubc.ca/ and try again.
If you are still experiencing issues, it may also help to clear your browser’s cache and cookies and try again.

If you still encounter the error after these steps, please reply with a screenshot of the error message and let us know which device and browser you’re using. This will help us narrow down the cause more quickly.

Which best characterizes your login credentials?

I’m a UBC Student or a UBC Staff/Faculty Member, so I login to the UBC Rec Portal with my Campus Wide Login (CWL) username and password.

I’m any other customer, and so I login to the UBC Rec Portal with e-mail and my password.

Reset your Public Login Credentials

You can reset your Public UBC Recreation password by visiting this webpage: https://portal.recreation.ubc.ca/index.php?r=public/reset

If this resolved your issue, you’re all set.

If this does not resolve your issue, please reach out to us at recreation.help@ubc.ca.

Resolve Issues with your CWL via UBC’s Campus-Wide Login (CWL) management webpage.

Campus Wide Login username or password issues can be resolved through the Campus-Wide Login support page: https://www.myaccount.ubc.ca/myAccount/forgot/forgotPassword.xhtml

If this resolved your issue, you’re all set. If this does not resolve your issue, please reach out to us at recreation.help@ubc.ca.

Resolving “E-mail Already in Use” Errors

This usually means that a Client Profile already exists in the UBC Recreation system using that e-mail address.

To Resolve the “E-mail Already in Use” Error, tell us which answer best characterizes your login credentials:

I’m a UBC Student or a UBC Faculty/Staff Member, and I’m trying to create a client profile using my Campus-Wide Login (CWL)

I’m any other customer, and I’m trying to create a client profile using my e-mail address and a password

All UBC Students and UBC Faculty/Staff must access the UBC Recreation system using their Campus-Wide Login (CWL) credentials.

If you receive an “e-mail already in use” error while doing this:

Complete the creation of your CWL-associated client profile using an alternate e-mail address.
- If you use a Gmail, Outlook, Live, or Hotmail email address, you can add a “+1” to your address
  
  (e.g., firstname.lastname@gmail.com → firstname.lastname+1@gmail.com).
Once your CWL-associated profile is created, UBC Student or Faculty/Staff eligibility and pricing will apply immediately if applicable.
After completing this step, please email recreation.help@ubc.ca with:
- Your UBC Student ID or UBC Employee ID
- The e-mail address you were originally trying to use

This allows our team to look into merging your CWL-associated profile with any existing accounts and prevent future access issues.

If this resolved your issue, you’re all set. If not, please contact recreation.help@ubc.ca for further assistance.

Reset your Public Login Credentials

If your email is already in use, it’s likely because you already have an account with us. Please try resetting your public UBC Recreation password here: https://portal.recreation.ubc.ca/index.php?r=public/reset

This will send a password reset e-mail to your address. Following those steps should allow you to continue using your previously created account.

If this resolved your issue, you’re all set. If not, please contact recreation.help@ubc.ca for assistance.

Check your Client Profile Setup

Many eligibility issues are caused by using the wrong login method.

Before continuing, please confirm:

Go to: https://portal.recreation.ubc.ca/
UBC students, faculty, and staff must always select CWL Login option

This creates a CWL-associated Client Profile, which automatically pulls your UBC status and applies eligibility, access, and pricing.

Finding your Eligibility

UBC Student or UBC Faculty/Staff eligibility is active on your profile, you’ll see it in a green box at the top of your profile when you login.
- Please note: “ELIGIBILITY – AMS” is separate from UBC Student Eligibility
If you do not see the eligibility you expected, continue below.

What best describes you?

If you are using a CWL-associated login, but do not see the eligibility expected on your client profile, select the best option below:

I am a UBC Student

I am a UBC Faculty or Staff

I am both a UBC Student and a UBC Faculty or Staff

I am a student of an affiliated school (St. Mark’s, Corpus Christi, Regent College, etc.)

UBC Student Eligibility

UBC Student Eligibility is granted as follows:

Full-time undergraduate students

Part-time undergraduate students

Graduate students

Visiting students

Full-time Undergraduate Student Eligibility

Full-time undergraduate students (at least 18 credits) who are assessed the full A&R Fee (usually in the fall) are granted this throughout the appropriate academic year (September → August)

If you think you fit under this category, and you don’t see UBC Student Eligibility on your profile, please e-mail recreation.help@ubc.ca with the following information

Name and UBC Student ID
Your Program and Year of Study (e.g., Faculty of Arts, 2nd Year – Full Time)
The number of courses and credits enrolled in for the Fall and Winter Term
A screenshot of the A&R Fee you were assessed
- Log into myworkday.ubc.ca
- Select Finances → Tuition and Fees → View Account Activity
- In the Transaction Summary displayed below your Account Summary, locate the fee labelled “Athletics and Recreation – Undergraduate – UBC – Vancouver”
A list of any academic or financial holds from the university that may be affecting your eligibility
- Log into www.myworkday.ubc.ca
- Click your user icon in the top right corner → View Profile → Action Items and Holds

Part-Time Undergraduate Student Eligibility

Part-Time undergraduate students’ eligibility is determined term-by-term, and those who are assessed an appropriate A&R Fee for the current term and are registered in courses during the current session qualify for eligibility during the current term.
If you think you fit under this category, and you don’t see UBC Student Eligibility on your profile, please e-mail recreation.help@ubc.ca with the following information
- Name and UBC Student ID
- Your Program and Year of Study (e.g., Faculty of Arts, 2nd Year – Part Time)
- The number of courses and credits you are enrolled in for the current term
- A screenshot of the A&R Fee you were assessed
  - Log into myworkday.ubc.ca
  - Select Finances → Tuition and Fees → View Account Activity
  - In the Transaction Summary displayed below your Account Summary, locate the fee labelled “Athletics and Recreation – Undergraduate – UBC – Vancouver”
- A list of any academic or financial holds from the university that may be affecting your eligibility
  - Log into www.myworkday.ubc.ca
  - Click your user icon in the top right corner → View Profile → Action Items and Holds

UBC Student Eligibility is also granted to some visiting students, such as Exchange Students or Visiting International Research Students.
If you think you fit under this category, and you don’t see UBC Student Eligibility on your profile, please e-mail recreation.help@ubc.ca with the following information
- Name and UBC Student ID
- The details of your Exchange session or your Visiting International Research Student session
- A list of any academic or financial holds from the university that may be affecting your eligibility
  - Log into www.myworkday.ubc.ca
  - Click your user icon in the top right corner → View Profile → Action Items and Holds

Graduate students’ eligibility is determine term-by-term, and those who have been assessed the appropriate A&R fee for the current term will qualify.

If you think you fit under this category, and you don’t see UBC Student Eligibility on your profile, please e-mail recreation.help@ubc.ca with the following information
- Name and UBC Student ID
- Your Program and Year of Study (e.g., Masters of Science – Zoology – 1st year of study – Full-Time)
- The number of courses and credits you are enrolled in for the current term
- A screenshot of the A&R Fee you were assessed
  - Log into myworkday.ubc.ca
  - Select Finances → Tuition and Fees → View Account Activity
  - In the Transaction Summary displayed below your Account Summary, locate the fee labelled “Athletics and Recreation – Undergraduate – UBC – Vancouver”
- A list of any academic or financial holds from the university that may be affecting your eligibility
  - Log into www.myworkday.ubc.ca
  - Click your user icon in the top right corner → View Profile → Action Items and Holds

More information about the UBC Student A&R Fee

Additional information about the UBC Student A&R fee can be found in the Academic Calendar: https://vancouver.calendar.ubc.ca/fees/student-fees/student-fees-established-and-approved-ubc-board-governors

If none of the options in this tool match your issue, please e-mail recreation.help@ubc.ca with the following information

Name
CO# in your client profile
UBC student and employee IDs
Any recent changes in employment or student affiliation with UBC

Pending content.

Eligibility for Students at Affiliated/Residential Colleges

Most students at affiliated or residential colleges do not automatically have full UBC Student Eligibility as they are not assessed the A&R Fee.

Some students may see an AMS Student Affiliation on their client profiles which is different than UBC Student Eligibility but includes access to drop-in gym sports and the aquatic centre.AMS Student Affiliation does not include eligibility for student fitness centre membership rates or participation in intramural activities.

Opting into full UBC Student Eligibility

Affiliated students attending Corpus Christi and Vancouver School of Theology (VST) are eligible to opt in to the payment of the Athletics & Recreation Fee to receive full UBC Student Eligibility.

Corpus Christi students can email: enrolmentservices@corpuschristi.ca
Vancouver School of Theology students can email: hnoh@vst.edu

Note: The Corpus Christi Student Activity Fee is separate from the Athletics & Recreation Fee and does not grant full UBC Student Eligibility.

Before you start

Please note:

Each client must have their own UNA/CSC affiliation to be eligible for the discount.
UNA and CSC discounts do not apply to all programs or memberships
Eligibility does not apply automatically, but must be verified by staff and renewed every year
Proof of eligibility is required for each family member on your account

Which Community Membership or Affiliation applies to you?

University Neighborhood Association (UNA) Membership

UBC Inspired Community Services Card Membership (former Community Services Card)

UNA Affiliation

UNA discounts may apply to select UBC Recreation services for those with active UNA memberships.

If you believe you qualify for a UNA discount

Please e-mail recreation.help@ubc.ca and include:

The full name of each of your family members
Images of current UNA membership cards for each of your family members

Our team will review your request and apply UNA affiliation to your family members’ client profiles for one year if appropriate.

More details about UNA Membership can be found at https://www.myuna.ca/society/

UBC Inspired Community Services Card

ICSC discounts may apply to select UBC Recreation services for those with active ICSC memberships.

If you believe you qualify for a ICSC discount

Please e-mail recreation.help@ubc.ca and include:

The full name of each of your family members
Images of current CSC membership cards for each of your family members

Our team will review your request and apply CSC affiliation to your family members’ client profiles for one year if appropriate.

More details about Inspired Community Services Card membership can be found at https://inspired.ubc.ca/community-partnership-programming/communityservicescard/