2. Getting Started
  2.1 Creating a company account
  2.2 Signing in to CITYonline
  2.3 Resetting your password

3. Managing your account
  3.1 Customizing account information
    3.1.1 View/Edit my addresses
    3.1.2 Manage account information
    3.1.3 Change password
    3.1.4 View/Edit my profile
    3.1.5 Manage users
    3.1.6 Request for relationship
  3.2 Customizing your shopping experience
    3.2.1 Create a new Favourites list
    3.2.2 View order history
    3.2.3 View invoice history
    3.2.4 View invoice payment history
 
4. Purchasing Products
  4.1 Product categories
  4.2 Adding products to shopping cart
  4.3 Adding products to favourites list
    4.3.1 Adding products to from Wish List to Shopping cart
 
4.4 Making a payment
     4.4.1 Generating an invoice
     4.4.2 Purchases using credit card
    4.4.3 Creating a Payment Profile
  4.5 Shipping/Handling
     4.5.1 Pick up items
  4.6 Requesting transaction adjustments
     4.6.1 Refund policy

5. Searching CITYonline
  5.1 Performing a text search
  5.2 Performing an advanced search
  5.3 Understanding search results 

6. FAQs 
    Are you an account manager?
    Do you have questions about addressing  
    Learn more about your payment options?       
    Learn more about your invoice?
    
    

Welcome to CITYonline. Our comprehensive help section will help you navigate through our website. If we've missed any important answers to your questions, please let us know.

This portion of the help section is for corporate CITYonline users only. Company accounts are not for personal use.

This section explains the following topics:

• About CITYonline
• System Requirements
• Navigating the web site
• Printing pages

Go to Top

We recommend the following configuration for your computer.

1. Screen/Monitor resolution - 1024 x 768 pixels
2. Browser - Internet Explorer 7.0 or higher / Mozilla Firefox 3.0 or higher
3. Other software - SilverLight 3.0, Adobe Reader 9.2.0

Please refer to our Site map for links to all the key sections of CITYonline.

You will find the 'Products' menu, 'Map Search' tool and advertisements on the left side of the CITYonline site. From here you can access product information.

 Go to Top

All products that are available for sale or download are listed under the Products menu. Products are grouped under the following categories:

• Documents
• Environmental Products
• Imagery
• Maps
• Passes and Tickets
• Property Information
• Services
• Tabular Data
• Teachers Only
• Open Data

Each product category that is listed under the Products menu may have up to two levels of sub-categories. For example, Documents is a product category which has Books, Manuals and Reports & By-Laws as sub-categories.

To view products that belong to a specific category, click or mouse-over the desired category from the Products menu. In case the selected category has sub-categories within it, then select the sub-category to which the product belongs to. Based on your selection, the product will get displayed in the Product Listing page. For example, if you want to buy a book named “Watermarks - One Hundred Years of Calgary Waterworks” you will need to adhere to the following selection sequence.

Documents > Books > “Watermarks - One Hundred Years of Calgary Waterworks”

**For company account users signing, the product list shown depends on the company profile used. Credit Card Corporate Client profile lists the complete product list while the CITYonline Subscriber profile lists only Property Information products and the Open Data Catalogue.

The Sign In field allows existing users to sign in to CITYonline and enables new users to register with CITYonline. A CITYonline account is required to purchase any product from CITYonline. No account is required to download open data.

Along the top of the screen is a stationary navigation bar that has the following links:

• Contact Us takes users to the online form which routes information requests, comments or suggestions to the 3-1-1 operations centre.
• Help procides instruction on how to navigate the website and includes a list of Frequently Asked Questions.
• Search allows you to search for objects and services offered by CITYonline. Type a keyword or product name into the Search text box and click the Search button.
• Advanced link below the Search text field takes you to the Advanced Search page. Here you can search for items using metadata properties.
• My Shopping Cart displays what items you have placed in your cart, and provides a total dollar amount. Here you can remove products from your cart, add items to your favourite lists, and proceed with payment options.
• My Account displays the details of the access privileges and shopping experience of a CITYonline account holder. Only registered CITYonline users that are signed in can view the My Account dashboard.
• My Lists displays what items a CITYonline user has listed as a favourite item. Only registered CITYonline users that are signed in can view the My Lists feature.

                                                                                                                                                     Go to Top

Right underneath the top navigation is the "breadcrumb trail". It will track your location in the web site so you navigate back to higher level pages. You can click on any of the words within the breadcrumb trail to go back to any of the pages in this path.

Note: Each word in the “breadcrumb trial” is a link which will take you to the corresponding page.

We know that there is content on this site you will want to print and keep, so we have made sure it is easy for you to do just that.

There are two easy ways to print information from CITYonline:

1. Use your browser's print button; or
2. Select the printer icon  on any of the printer-friendly content pages located in the upper right corner of the screen.

This section covers the following topics:

• Creating a new account
• Signing in to CITYonline
• Resetting your password

Company accounts are intended for users purchasing CITYonline products for business use. Company accounts have additional features, such as managing multiple users and the ability to pay by invoice (subject to a minimum billing fee of $25). The invoice payment option is intended for businesses that have a large number of monthly transactions, so the $25 minimum billing fee is avoided. If your company does not anticipate large transactional volumes, you can opt to pay by credit card at time of use.

Note: Your CITYonline business account must have a designated Account Manager that oversees your company's access. The Account Manager is designated by the individual that applies for the account. The Account Manager can set up additional users, reset user password, and suspend existing users. The Account Manager is the only user that can set up new users under your company account. For security purposes, each user in your firm must have his or her own account and password, as only one User ID can be signed into the website at any given time. This will also allow the Account Manager to suspend a departed employee's account, and allowes your business to track employee usage of your CITYonline account should an issue arise.

It is the Account Manager's responsibility to keep all contact informaiton such as your company's address, phone and email address updated.

1. On the Sign In dialogue box, select Company under the 'New User Register here' section.
2. Fill in the required information in the registration form. The License Agreement will be generated based on the 'Incorporation Type' and 'Relationship Type' values that you specify.
3. Click Next to complete the Mailing Information and Billing Information.
4. Click Continue to License Agreement to generate the License Agreement.
5. Review the License Agreement, and click on the “I Agree” checkbox.
6. Click Submit to complete registration.

Note: Your company account, if approved, will be active within 3-5 business days. You will receive an e-mail with further instructions on proceeding with your account.  If you have questions or require assistance with the registration process, please contact us at 3-1-1 (or) 403-268-2489 if outside the local Calgary calling area.

Learn about company sign up.

Once you have created a CITYonline account, you can sign in to your account using the Sign In box located on the CITYonline home page. The system only allows one sign in per User ID at any given time. Ensure to log out of your session after use, rather than exiting the browser window, or else the system will lock you out for 20 minutes for security reasons. If your company currently shares one User ID with multiple employees, cintact your comapny's CITYonline account manager to create a unique User ID for every company user.

You can sign in to CITYonline using different company profile types that you have registered for. See section 3.1.6 for the different types of relationships available for corporate CITYonline users.

1. On the Sign In dialogue box, click Company sign in.
2. Enter your Company ID, User Name and Password in the respective fields. *Your password is case sensitive.
3. From the Company Profile dropdown list, select the desired relationship type. See section 3.1.6 for more information. You can request for a new relationship type at any point of time. For more information on creating a new request, see Request for relationship.
4. Click Sign In.

In compliance with corporate security standards, you will be prompted to change your password every 180 days.

1. On the Sign In dialogue box, click “Forgot your password?”.
2. Select the account type as ‘Company’.
3. Specify the Company ID and User ID.
4. Click "Get Secret Question" and enter the answer that you provided during registration.
5. A new password will be emailed to you.

This section explains the following topics:

• Customizing account information
  • View/Edit my addresses
  • Manage account information
  • Change password
  • Manage users
  • Request for relationship
  • Request for custom product
• Customizing your shopping experience
  • Manage my lists
  • View order history
  • View invoice history
  • View invoice payment history

After signing in to CITYonline, you can customize your account information from the My Account page. If you are a ‘Company’ user, your privileges will depend on the role that you are associated with. ‘Company’ users may be associated with one/more of the following (starting with maximum privileges) roles:

1. Company Account Manager
2. Customer Billing Manager
3. Communication Contact
4. Special Account View
5. General User

For more information on roles and privileges, see Table 1.1. Privileges that are appropriate for a particular user type are marked 'Yes'.

 Table 1.1: CITYonline User Roles & Privileges

3.1 Customizing Account Information

3.1.1 View/Edit My Addresses

You can update your addresses using the My Addresses. Here you can add, edit, delete and copy your shipping and billing addresses.

To add a new address to your address book:

1. On the My Account page, click My Addresses.
2. Click Add New Address to save a new address in your Address Book.
3. Enter the complete address details including the City, Postal Code, and Country in the respective text boxes.

Note: All fields marked with an asterisk (*) are required.

4. Select the Address Type relevant to the address you are adding.
   1. Select Default Shipping Address to make this address as your default shipping sddress.
   2. Select the Default Billing Address if you want to make this address as your default billing address.

Note: It is mandatory to select the Address Type for any new address added.

5. Click Save to add the address in your address book.

Note: You are allowed to add only one shipping address and one billing address respectively.

To edit an address in your address book:

On the My Account page, select My Addresses.

1. Click Edit next to the address that you want to update.
2. Make changes in the respective text boxes on the Edit Address page.
3. Click Save to update changes in your address book.

To delete an address from your address book:

1. On the My Account page, select My Addresses.
2. Click Delete next to the address that you want to delete.
3. Click OK to confirm address deletion.

To copy an address in your address book:

Display Address by Type

You can choose to view either your ‘Billing’ or ‘Shipping’ address; select the respective checkbox to display the desired address type.

The Account Information page displays details such as your Company Name, Company ID, Account Manager’s Name and Billing Contact Name (if any), apart from the Folio Number and Change Password options that you can impose on your Company user accounts. You can select the appropriate option based on the permissions you want to grant for your users. 

Allow Change Password – Set this option to ‘Yes’ to allow your company users to change their password. The default value is ‘No’.

Folio Number Required – Set this option to ‘Yes’ to make the Folio Number a mandatory field for purchase from CITYonline. The default value is ‘No’.

Learn more about managing users.

1. On the My Account page, click Change My Password.
2. In the Current Password text box, type the password you currently use to sign in to the portal.
3. Insert your new password in the New Password text box.
   
   Note: Your password is case sensitive, and must be a minimum of seven characters including at least one digit. For security purposes, you will be prompted every 180 days to chaneg your password.


4. In the Confirm New Password text box, re-enter your new password.
5. Select a security question from the drop-down list. This will be used for password recovery in case you forget your password.
6. Specify an answer to your question in the Security Answer text box. You will need to remember your answer and provide it during password recovery.
7. Click Submit to update your password details. To revert to your previous password, click  Cancel.

Note: All fields marked with an asterisk (*) are required.

The My Profile page allows you to update your personal information. Profile information is placed under the following headings:

Personal Information
This section has your personal information such as your preferred Salutation, First Name and Last Name.

E-Mail Address
This section contains your current e-mail address details. This is an editable field.

Telephone Number
This section holds your telephone number and extension details. This is an editable field and you can update your telephone number details.

Personal Preferences
Select Please send me marketing messages if you want to be contacted by CITYonline.

The Manage Users page allows you to add new users to your company account and to edit existing user information. To view all users both active and inactive, click the box Show Inactive Users and View All.

You can create any number of users to your company account and grant them appropriate access privileges. Learn more about add users.

For security purposes, every user in your firm must have his/her own User ID. CITYonline only allows one login session per User ID at any given time. This also allows the Account Manager to suspend a departed employee's account and to track employee usage of your CITYonline account should an issue arise.

Only Account Managers can add or delete users from a company account. It is the Account Manager's responsibility to keep all contact information such as the company's address, phone number and email address updated.

1. On the My Account page, click Manage Users.
2. On the Manage Users page, click Add New User.
3. Fill in the user details in the Add New User form.
   

   Note: All fields marked with an asterisk (*) are required.

4. Select the role(s) that you want to associate with the new user you are creating. Select the ‘Yes’ corresponding to the desired role type. For example, if you want the new user to be a Company Billing Manager, select ‘Yes’ corresponding to Company Billing Manager.
   

   Note: A user can be associated with a single role or to multiple roles depending upon your company’s preferences.

5. Click Save to complete new user creation.

After user creation, you will be able to view the user in the  Manage Users page. CITYonline will send the Company ID, User ID and Password to the user’s email address that you had specified during user creation.

To modify or remove user details:

1. On the the My Account page, select Manage Users.
2. On the Manage Users page, locate the user whose details require modification. You can use the Find By option to locate the user record.
3. Select the User ID of the user record that requires revision.
4. In the Edit User Details area make the necessary changes in the required fields.
   

   Note: You can also change the status and associate/dissociate roles with the user.

5. Click Save to complete the update process (or) click Cancel to revert to the previous field values.

1. Select the search criteria from the Find By list.
2. Enter the corresponding search item in the Value text box.
3. Click Find.

The user records corresponding to the search criteria and the value specified will get displayed in the Manage Users page.

The Request for Relationship page gives you a provision to update the access relationship type you wish to have with CITYonline.

The following are commercial relationships for corporate CITYonline users, not for personal use. These relationships are assigned to a Company ID.  More than one user can exist under each Company ID and companies can hold more than one relationship. The users who have access rights to the system are managed by the company’s Account Manager.

CITYonline Subscriber:
Used by corporate entities that purchase many property information reports each month and would prefer to be invoiced. Please note that the minimum billing charge is $25.00 per month. Users with this relationship can only access property information. Request for this kind of relationship requires City of Calgary approval including a credit review and a signed corporate agreement.
Credit Card Corporate Client:
This relationship can be used by corporate entities to purchase all products available on CITYonline. Purchases must be paid for with a credit card.
Approved Vendor:
 Approved City Contractors with an active Approved Vendor Data License Agreement and either; a Master Consulting Terms and Conditions Agreement, or Professional Services Terms and Conditions Agreement with The City of Calgary. Access is granted at no cost to geospatial data for specific City of Calgary projects only. Requests for this kind of relationship require City of Calgary approval and a signed corporate agreement. Learn more about Approved Vendors.
Licensed Corporate Data Purchaser:
Some corporations choose to purchase City of Calgary data assets on a subscription basis.  These organizations are provided with specific access to the data resources that they require on a recurrent basis. Data agreements can be provided for a broad scope of activities. Please contact us for further information.
Alberta Land Surveyor:
For members of the Alberta Land Surveyors’ Association with an active Alberta Land Surveyor Data License Agreement with the City of Calgary. Users with this relationship can access Legal Survey Fabric (LSF) and Ownership Parcel Fabric (OPF) at no cost. Requests for this kind of relationship require City of Calgary approval and a signed corporate agreement. Learn more about Alberta Land Surveyor.

To specify a particular relationship:

1. On the My Account page, select Request for Relationship.
2. On the Request for Relationship page, select the Relationship Type from the drop-down list.
3. In the Message text box, provide the description for the Relationship Type.
4. Click Submit to initiate the request process.

Once your request is submitted, you will be contacted by CITYonline shortly.

The Request for Data License Product page gives you a provision to request for a custom product which could be a combination of two or more products from CITYonline. To request for a data license product:

On the My Account page, select Request for Data License Product.

1. On the Request for Data License Product page, provide the description of the custom product in the Message text box.
2. Click Submit to initiate the request process.

Once the request is made, you will be contacted by CITYonline within a few days.

3.2 Customizing your account

3.2.1 Create new favourites lists

You can create new lists and save your favourite items that you purchase frequently, making them easy for retrieval and repurchase. When you sign in for the first time, five lists will be created by default. These lists will be available in the My Lists link. You can set any of the list as the default list and you can delete these lists.

• Default
• Property Information
• Mapping Information
• E-Services
• Physical Products

1. On the My Account Page, click Manage My List.
2. Enter the List Name in the text box provided.
3. If you want to make this your default list, select Save as Default List. However,you can modify these lists at any time.
4. Click Save to complete teh creation of the new list.

The View Order History page allows you to see the list of orders that you had made within a specified date range. If you are the company's Account Manager, you will have the access to view the order history for a specific user of your company.

The 10 most recent orders are displayed. To view more transactions placed within the past year, select a date range and then Apply Filters. From the search results, you can select the desired Order Number and view the summary of the order details that are specific to the order number.

To view a complete list of transactions in a printer friendly format with folio numbers included, select the link: Print Order History.

If you require a transaction adjustment, click Request Adjustment corresponding to the desired order number. For more information on adjustments, see Requesting transaction adjustments.

Note: Order History can only be retrieved for up to one year.

You can view all invoices that were made in your name during the past one year on the View Invoice History page. You can select a date range and click Apply Filters to view all the invoices that were made in your company’s name within that period. Your Customer Number and Customer Name will be displayed along with the invoice information. In case you want to know the Order History, click the desired Invoice Number from the result on the Invoice History page.

To view a complete list of invoiced transactions in a printer friendly format with folio numbers included, select the link: Print Invoice History. This link is found on the Invoice History Page.

What is the minimum charge?
The City of Calgary has a minimum billing charge of $25. If your total transactions amount to less than $25 for a given billing month, a surcharge will be added to make the billable amount equal to $25. If you have no transactions for a given billing month, you will not be invoiced. Please note that this charge includes the $4 administration fee.

Note: Only single-line invoices will be mailed to companies. Only CITYonline Account Managers and the appointed Billing Contact will be able to view the entire invoice online.

The View Invoice Payment History page allows you to view the payment history for all invoices made in your company’s name during the past year. It also desplays all transaction adjustments made. You can select a date range and click Apply Filters to view all the payments that you made during this period. Your Customer Number and Customer Name will be displayed along with the payment history details.

Note: Invoices cannot be paid online.

This section explains the following topics:

• Product Categories
• Adding products to your shopping cart
• Adding products to your favourites list
• Making a Payment
  • Generating an invoice
  • Purchases using credit card
• Shipping/Handling
• Requesting transaction adjustments
  • Refund policy

CITYonline provides a wide variety of products and services available from The City of Calgary's various business units and affiliated agencies. Each category contains a small picture of the product or service, together with a short description of that product or service. You can click any one of these to read the complete product description.

CITYonline products are broadly classified into three categories:

• Downloadable/Soft products
• Physical/Hard products
• Services/Form products

 Note: There may be multiple variants of the same product. Product variants may be different from the base product in name and pricing. For example, if you select Products menu> Open Data > City Facilities, you will find two variants of the product Hard Surface Areas.

• Hard Surface Areas - AutoCAD Drawing (DWG) - $0.00
• Hard Surface Areas - OpenGIS (KMZ) - $0.00

Soft products are those that can be directly downloaded from the CITYonline portal, after purchase. There may be a retention period for downloading the product up to a certain number of days. The product can be downloaded any number of times within this retention period, without paying any additional cost. Note: Any tax-related product may only be downloaded once.

Some examples of ‘Soft’ products are:

• Electronic Block Profile - AutoCAD
• Open Data Catalogue (free of charge)

Some soft products belong to special categories that ask for additional inputs. CITYonline retrieves the product details from external sources, based on the values you specify for chosen fields like, Parcel Address, Legal Description, Roll Number, LINC number, etc. You will be prompted to insert these values when you try to add these products to your shopping cart. Examples include:

• Neighbourhood View
• Basic Site Information (with Map View)

Technical specifications for the data sets are available in the Digital Data Products support document located on CITYonline.

Physical/Hard products are those that will be shipped to your mailing address, after you make the purchase.
Examples include:

• Calgary Transit Monthly Pass
• Composter

A service or form product is an appeal that you make to The City of Calgary, requesting for a particular service. After adding a service/form product to your shopping cart, you will be prompted to enter information on an appeal form. A service-related product generally attracts a service fee. There may also be a physical component (such as a permit) to such products that will be mailed to you at a later date.

Some examples of ‘Services/Form’ products would be Cat Licenses, Development Appeal to the SDAB, Recreation – Program Registration, etc.

Additional information about the CITYonline products:

• Some products come free of charge ($0 products) and can be downloaded directly from the web site without the need to sign in to the portal. However, in case of hard products, there may be an associated shipping/handling cost.
• Some products are downloaded regularly from CITYonline. These are ‘Evergreen’ soft products. CITYonline has no download retention period for such products, which means you will need to pay only once irrespective of the number of times you download that product.
• Products can either be licensed or non-licensed. Licensed products carry a subscription charge.

Licensed products include the electronic data sets, maps, etc., that are tagged with an explicit license agreement. The online License Agreement process is easy to use and, in most cases, you can download the data immediately.  No copy of the License Agreement will be sent to you. Please use the browser ‘Print’ function to print the License Agreement for your records.

Non-licensed products on the other hand have no License Agreement associated with them. Products belonging to this group can be downloaded directly from the web site without the need to sign in to the portal.

Note: Licensed and non-licensed products can be purchased on the same order.

Thumbnail images of products, together with a brief description appear in each category. To see more information, including Shipping/Handling charges, click either the "Read more..." link, the small picture in the category you are interested in, or the product's name. This will bring you to the product details page, which contains important information too large to fit in the thumbnail category page. Contact information (e- mail, phone and web site) for individual business units appears on the bottom left hand corner of each product page.

You can buy products from CITYonline based on their availability. Products generally fall under the following ‘Availability’ statuse:.

• Available
  

  Unless stated otherwise, products listed as "Available" are shipped to you. If you wish to purchase a product or service on CITYonline that is not listed as available for pickup, please contact the respective business unit as they may have a physical sales/pick-up location.

• Temporarily Unavailable

Products may be "Temporarily Unavailable" if they are sold out, unable to ship or if CITYonline is experiencing technical issues. In some cases, CITYonline is not the sole method of sale and the product may still be purchased either in person or through another method. Contact the respective business unit on the product page for further information. Contact information (e-mail, phone and web site) for individual business units appears on the bottom of each product's page.

• Available for Download

Many digital products are available for immediate download. Some physical products may also have a downloadable component, such as a manual or map.

1. Select the product from the Products menu or from the results obtained from a search. For more information on search, refer to Searching CITYonline.
2. Click Read More to view the Products Details page which contains information like the product’s price, shipping/handling costs, tax exemption details, product description, quantity, availability, etc.
   
   Note: The product variant if any will appear in the drop-down list. Pricing details may vary based on your selection of product variant.


3. Click Add to Cart (below each available item). The items and price will be updated in My Shopping Cart below the top banner. If the product or service (example, EAI products) requires certain specific information, you will be prompted to insert values in a form. At this point, you may still cancel or modify your order.
   
   Note: Perform steps 1 to 3 to add more products to your shopping cart.


4. Click My Shopping Cart (below top banner) to view all items in your shopping cart and make the desired changes if any.
5. Click Remove to remove items, then click Update Cart. The item will be deleted from your cart and the new cart will be displayed.
6. Enter the desired number in the Quantity box then click Update Cart to change quantities. The new quantity and sub-total will be updated on the page.
   
   Note: The Quantity box will be disabled for 'soft' products.


7. On the My Shopping Cart page, click Continue Shopping to add more items. You will be returned to the CITYonline home page. At this point, you may still cancel or modify your order by clicking My Shopping Cart (below the top banner).

You can save items that you purchase frequently in your favourites list. This makes it easy for retrieval and re-purchase of the items at a later date.

1. Select the product from the Products menu or from the results obtained from a search (normal/advanced).
   
   Note: You can add products to your list either from the Product Listing page or the Product Search Results page.


2. Click Read More to view the Products Details page which contains information like the product’s price, shipping/handling costs, tax exemption details, product description, quantity, availability, etc.
   
   Note: The product variant if any will appear in the drop-down. Pricing details may vary based on your selection of product variant.


3. Click Add to list (below each available item) to add the item to the default list. (or)
   If you want save the item in a different list, click on the drop-down (v) icon at the right corner of the Add to list button. From the dialogue that opens perform one of the following,
• Select your favourites list from the Add to the following List box after selecting that option. Click Save to add the item to the list or click Cancel to go back to the previous step.
• To create a new list, select List Name option and insert a unique list name in the box. Enable Save as default List to make the newly created list as the default one. Click Save to add the item to the list or click Cancel to go back to the previous step.
4. To view the items in your favourites list, click My List on the top banner of the portal.

Note: Perform steps 1 to 3 to add more products to your favourites list.

4.3.1 Adding products from your Favourites List to Shopping cart

You can add the selected items from the My List Details page to the Shopping Cart.

1. Click the My List link to open the My Lists page. This page will display all the available list and the number of items added to the list.
2. Click the List Name to open the Wish List Details page.
3. Do one of the following:
   • Click to select each item and click Add to Cart to add the item to the Shopping Cart. If you have more than one item then click the check box available in the header to select all the items.
   • Click Continue Shopping to continue your shopping.
   • Click View my Cart to view your Shopping Cart.
   • Click to select the check box and then click Remove to remove items from the list.

Once items are added to your shopping cart, you can proceed making a payment for them.

1. Click Proceed to Checkout once the items and quantities you would like to purchase are in your cart. You will be taken to the Check Out page.
2. In the Check Out page, click on the Payment Type to select the mode of payment viz., Credit Card/Invoice.  At this point, you may still cancel or modify your order by clicking Return to Cart.

Note: If you are a ‘Company’ user, you can purchase products that will be invoiced in your company’s name. You can also select the 'Corporate Credit Card Client' option at the time of sign in to pay using a credit card.

                                                                                                                                                       Go to Top

1. On the Check Out page, select the Payment Type as ‘Invoice’.
2. Click Next and proceed with the subsequent steps based on the items you have selected.   
3. If any items on your order are to be shipped, you must enter your shipping information in the Shipping Information page. Click Next to proceed.
4. If you have selected any licensed product, you will be prompted to enter into an online licensing agreement. You will then be asked to read and agree to the License Agreement by clicking "I Agree." 
   Only License Products will appear on the License Agreement. All non-licensed products ordered simultaneously will be displayed on the Order Review page following the License Agreement. Click Submit Order to continue.


Note: At any point before proceeding to Order Confirmation, you can modify or cancel your order by clicking Return to Cart.

Note: If you had selected a Service/Form product, the associated service charges will appear as a separate item in the Order Review page. In that case, you will need to add the charges as a separate product to your shopping cart, and then Update Cart before continuing with Proceed to Checkout.


5. An Order Confirmation screen will appear, summarizing your order details, transaction success/failure information, order date, order number for a successful transaction. You can print the ‘Order Confirmation’ by clicking the printer icon.

1. To make purchases using a credit card, you must me signed in as a Credit Card Corporate Client. To do this, select the Credit Card Corporate Client company profile on the Sign In page.
2. Once you have added items to your cart, select the Payment Type as ‘Credit Card’ on the check out page.
3. Click Next. The Billing Information page is displayed. On the Billing Information page, enter the values in the required fields.
4. Click Next. If you have selected any licensed product, you will be prompted to enter into an online licensing agreement. You will then be asked to read and agree to the License Agreement by clicking "I Agree".
   Only License Products will appear on the License Agreement. All non-licensed products ordered simultaneously will be displayed on the Order Review page following the License Agreement.
5. Click Submit Order to continue.
   
   Note:
   
   1. At any point before proceeding to Order Confirmation, you can modify or cancel your order by clicking Return to Cart.
   2. If you had selected a Service/Form product, the associated service charges will appear as a separate item in the Order Review page. In that case, you will need to add the charges as a separate product to your shopping cart, and then Update Cart before continuing with Proceed to Checkout.


6. You will be connected to a secure server and prompted for your credit card information.
7. The Billing Address information get automatically populated based on the values you inserted before.
8. Select ‘Shipping Address same as Billing Address’ if your Shipping Address and Billing Address are same. If not, insert values into the Shipping Address fields.
9. In the Payment Information section, enter details such as the Name on card, Credit Card Type, Credit Card Number, Expiry Date (month and year).
10. Once you submit your credit card information by clicking Checkout, your transaction will be complete.
11. An Order Confirmation screen will appear, summarizing your order details, transaction success/failure information, order date, order number for a successful transaction. You can print the ‘Order Confirmation’ by clicking the printer icon.

1. Once the transaction is complete, a receipt is displayed and a copy of the receipt with the order details is sent to your e-mail address.
2. Click Continue displayed at the bottom of the screen to proceed.
3. If you have purchased downloadable products, clicking Download will take you to another screen where you can download your products. Check off Include Explanatory Notes to include all related notes to your download (if applicable). If you purchase multiple downloadable products, click Download All. You will be prompted to save a Zip file to your desktop. To unzip your files, use your User ID as the password.
4. All customers who order downloadable products will also receive an email from CITYonline containing a link to the downloads page and instructions for use. If you were unable to download your product or service components using the previous method, click on the link in this email to go directly to the download site. Enter the Order Number from the Subject line of the email, together with your email address to access your downloads.
5. If you are uncertain whether or not you downloaded all products and services, you may visit the link above to verify the status of your download(s). 'Downloaded' means you have already completed the download to your computer; 'Ready to Download' indicates you have not yet started or completed the download.

If your order contains physical products to be shipped, the purchase information will be forwarded to the appropriate City of Calgary business unit or affiliate for fulfillment.

Federal Goods and Services Tax (GST) will apply to most products purchased from CITYonline. Certain items may be tax exempted, in which case this will be indicated by the words "Tax Exempt: Yes" on the Details page for the respective product.

4.4.3 Creating a Payment Profile

1. In ‘My Account’ click on ‘My Payment Profile’.
2. The ‘User Prolife – Online Payment’ page is displayed.
3. Enter your credit card information into the required fields.
4. Click Submit.
5. You will then be re-directed back to the ‘My Account’ page.
6. Repeat the above steps to add a new card, if desired.

Note: You may also set up your ‘Payment Profile’ during the checkout process, by selecting ‘Payment Profile’ as the payment method of choice and then entering your information into the required fields.

Go to Top

4.5 Shipping/Handling

Orders will be shipped from CITYonline via Canada Post. Shipping charges are stated on the product Details page and are subject to change. The total Shipping/Handling costs for your order are summarized on the Order Review page prior to entering your credit card information. Shipping and Handling charges are subject to GST.

CITYonline will only ship to Canadian addresses. We will not ship to P.O. Boxes. Some products are subsidized for Calgarians, and as such may not be available for shipping outside of Calgary. This will be indicated on the product's detail page. Such orders will be cancelled and the transaction voided. International delivery is not offered. If you wish to place an order from outside Canada, please contact the specific business unit for their policies regarding International shipments, NAFTA certificates, etc. Unless otherwise stated on the product's Details page, we generally ship within three to seven business days. Most orders are shipped much faster though- usually the next business day.
Whenever possible, orders consisting of multiple items are shipped together. Occasionally we may need to ship items in several packages, in which case the packing slip will reflect this.

In some cases, products are available at no charge as a public service. However, shipping charges may still apply. See the product's Details page for this information.

Note: Deliveries may take from 5-7 business days. Allow extra time around major holidays.

Occasionally, due to size or other reasons, a pick-up option may be designated for a product at a specific location stated on the product's Details page. Information about the pick-up locations can also be found here. Pick-up hours will be stated, but if in doubt, contact the respective business unit to confirm hours of operation.

Customers ordering items for pick-up are required to bring a copy of the e-mail receipt along with the photo identification, to the pickup location to claim the purchase. NO EXCEPTIONS.

The products must be picked up within two business days of order placement. If the order also contains 'Available' items then we expect to send these out within three to seven business days. There is no provision to pick up shippable items at the same time as customer pick-up items. Customers will be billed for the full amount of their order once shippable items have been sent.

Did your company receive a duplicate charge on your invoice? If so, CITYonline customers may be entitled to a credit in situations where a duplicate query is made, or an error occurs during the processing of a query. Please use CITYonline’s self-serve transaction and invoice adjustment feature to submit your request.

1. On the CITYonline home page, click My Accounts and select View Order History..
2. Enter the Order Date Range and click Apply Filters to view orders within a specific duration.  
   Note: If you are a ‘Company Account Manager’, you can view orders made by a specific user by selecting the User Name from the list.


3. Click Request Adjustment corresponding to the Order Number for which you want an adjustment to be made.
4. Enter the required information(Product, Adjustment Reason, Comments) and click Submit to request for the details.
5. An information page will be displayed, which you can print for your records.

Note: For audit purposes, all requests for adjustments must be submitted online.

The City of Calgary does not provide refunds or returns for products ordered and downloaded or delivered through CITYonline, unless you have a Company account, and your request falls within the terms of 4.6. If a publication or product is delivered to you in error, contact us immediately upon receipt to arrange for the appropriate replacement products or files.

Please direct product specific questions to each City of Calgary Business Unit responsible for that product. You will find contact information listed within the individual product descriptions. If you have any questions or comments about using CITYonline that are not answered here, contact us.

This section explains the following topics:

• Searching CITYonline
• Performing a text search
• Performing an advanced search
• Performing a map search
• Understanding search results 

CITYonline contains an effective search tool that allows you to do a search operation from all pages of the CITYonline portal. There are two search options you can make use of:

• Text Search
• Search by keyword
• Advanced search
• Map Search Tool

If your search criteria is simple or rather direct keyword, you could use the simple keyword Text search. In case you have more than one phrase to look for in a single search, or if you want to narrow your search to a specific category, you will find the Advanced search options handy.

Map Search Tool

Our dynamic GIS map interface can be used for both reference and to purchase items through the CITYonline storefront.

When opening the GIS map, you will be redirected to CITYonline with the map opening as a pop-up window. Please disable pop-up blockers to allow this to happen.

Search visually using map features and the zoom/pan functions or use the Search Icon to enter specific criteria. Search directly by parcel address, community, ATS section number, or Electronic Block Profile.  

The default map parameters are a scale of 1:294518, with only select layers enabled: Standard Dynamic Layers> Registered Ownership Parcel AND Calgary Basemap> all layers
At this view, the City of Calgary is displayed with minimal detail, making it the ideal starting point to form a search. Add map features by selecting the Layer elements from the Layer Legend.
Use the arrow tool to select enabled map features. Add any item to the cart by selecting products from the Reports tab (text products) or the Download tab (spatial data).  
As an example: to view the ATS section layer overlayed on the City of Calgary basemap

• Select the Layer Legend> Section. Standard Dynamic Layers are enabled at various map scales. Use the zoom tool to activate the respective layer(s).
• Use the Select tool to highlight one or more of the section.
• To purchase section information, select Download> by Section OR Standard Spatial Standard Spatial Standard Spatial Data by Polygon.

These steps can be applied to any of the Standard Dynamic Layers to purchase these products:

• Digital Aerial Survey by Section
• Digital Elevation Model by Section
• Orthophotos by Section
• Ownership Parcel Fabric
• Sanitary Utilities by Section
• Storm Utilities by Section
• Water Utilities by Section
• Electronic Block Profile
• Community Maps Transnet

To select property information, search by address and then select the Report Icon and choose from the reports list.
Learn more about the Map Search Tool by visiting the CITYonline Help for Map Viewer.

ATS Section Numbering
Mapped data is licensed by section. The section reference number is a way of breaking down Calgary into managable pieces. The following is information to help you understand and search by section.
The section reference divides Calgary into 286 map sections. As Calgary annexes additional land, new sections are added. The section reference number is broken down in the following example.
A typical section reference number: 0924015. This number is broken down into these components.

• Section: (09)
• Township: (24)
• Range: (01)
• Meridian: (either West of the 5th - line between 29/1 OR West of the 4th - right hand side of 29/1)

For help finding a section, Land Use Maps are available on the Development & Building Approvals Web site. Click on the larger map to see the PDF map for a particular section. On the PDF map is printed the section reference number.
With the section reference number, visit CITYonline and enter the number into the search engine. All maps available for that section will appear in the search results.

To learn more about purchasing by ATS section.

• In the Search list box, select the product category (e.g. Documents).
• In the For text box, type a part or whole of the keyword that you want to search (e.g. Calgary 100).
• Hit Enter on your keyboard, or click Go to initiate the search. CITYonline will search for content relevant to your search and display the results in the Search Results page.

To sort the results in a particular order, select a sort-type from the Sort By list box. This will re-arrange and display the search results for you. For more information on sorting search results, see Search Results.

Generally, you will find exactly what you are looking for with just a basic query (the word or phrase you search for). However, the following tips can help you make the most of your searches.

When you search for text, you generally can type the text you are looking for (the search string). However, there are a few things you should be aware of:

• Search strings are not case-sensitive; that is, uppercase A is the same as lowercase a.
• Type a list of terms separated by spaces to find documents containing all of your terms. This is the same as using AND.
• Type a list of terms separated by commas to find documents containing one or more of these terms. This is the same as using OR.
• You can use the common Internet search operators plus (+) and minus (-). Put a plus in front of any term that must be included in the results and a minus in front of any term that must be excluded from results. Do not include a space after the plus or minus.

Note: Do not use these Internet search operators in the same search with the operators described in the table. In addition, the following table describes a number of operators you can use to modify your search strings:

The Advanced Search page lets you search for items in your portal using metadata properties and location to define your search. It includes the following sections:
To define your search:

• Click the Advanced link below the CITYonline banner.
• Select the product category from the Search In list. For example, Books.         

Note: In case you are not aware of the product category, you can select ‘All Categories’ section which is the default input. Also if you are aware that the product you are searching is a ‘Document’ but not sure the exact sub-category i.e. whether it is a book or manual, then select the primary category ‘Document’ for your input.

• Choose the Sort By criteria from the list.
• Enter the search item in the Search Term text box.
• Select the field name from the Field(s) list box.
• In the Condition drop-down list, select the operator to apply to this condition. This list will vary depending on the property selected:
• For any text property you can search for a value that contains your search string, or you can search for properties that are blank (Does not contain).
• For any date property you can search for a value that comes after, comes before, is, or is not the date and time you choose.
• For any number property you can search for a value that is greater than, is less than, is, is not, is greater than or equal to, or is less than or equal to the number you enter in the text box.
• Repeat steps 4 to 6 if you want to add multiple search conditions.
• When you are done with defining your search, select Search.
  Note: If you want to set all search conditions back to the defaults, select Reset.

Mapped data is licensed by section. The section reference number is a way of breaking down Calgary into manageable pieces. The following information will help you to understand and search by section.

The section reference divides Calgary into 286 map sections. As Calgary annexes additional land, new sections are added. The section reference number is broken down in the following example.

A typical section reference number: 0924015

This number is broken down into these components:

Section: (09)
Township: (24)
Range: (01)
Meridian: (either West of the 5th - line between 29/1 OR West of the 4th - right hand side of 29/1)

To perform a map search,

1. On the CITYonline home page, click on the 'Map Search' banner.
2. From the map interface choose the product viz., CITYonline Reports, Map and Data. CITYonline displays the list of products applicable to the selected area on the map.
   Note: Map interface will only have the downloadable products for product selection.

To learn more about purchasing by custom area or by block profile.

The search results page displays the results of your search. Depending on how many results are returned and the ‘results per page’ value you have chosen, the search result may be split across multiple pages.

If your search returns more than 10 results, you see the 5 highest-ranking results in the first page. Click Next to view additional results. If you wish to see more results on a single page, select an appropriate value from the Results per page list.

Each search result contains a short description of the product, the product’s variant list, and a product icon.  You also have options to add items to your shopping cart or favourites list  from the Search Results page, for every search result item.

By default search results are listed in order of relevance; that is, results that most closely match your search query are listed first. To change the sort order of your results, select an option in the Sort by drop-down list:

• Price: High to Low
• Price: Low to High
• Alphabetical: A to Z
• Alphabetical: Z to A

1. How do I manage my account?

Please ensure all account  details are up-to-date. Make sure the name of the Company Account Manager is accurate and the contact information including the address, phone number and e-mail address are correct.

Note:  The whole company should not use the Company Account Manager’s User ID and password as it leads to security risks and password problems. Ensure each user who accesses the account has an individual User ID and password.

2.  

   What do I do if I am locked out?

If you are using a Company Account, please contact your company's CITYonline Account Manager. If you are using an Individual Account, please contact us.

3. What if the report does not download?

Ensure your computer's firewall and anti-virus security programs have cityonline.calgary.ca marked as a safe site. Also CITYonline should be listed as a safe Web site in your browser. Note: To re-download applicable CITYonline item(s): signing into your CITYonline account and selecting My Account>View Order History>and then the order number.
**If the transaction was successful, then the download button will appear beside each downloadable item.  

4. How do I enter a Condo Unit legal description?

A condominium is a description of subdivided land segmented into units of individual ownership (unit) and shares of common property (UF). E.g. Plan 001761; Unit 8

Note:  Condo parking stalls and storage spaces have their own unique unit numbers.

• Condo parking stalls end with the letter “V”, e.g. 293V
• Storage spaces end with the letter “S”, e.g. 427S
   
5. What if I don’t know the correct spelling of the street name and/or type of street and/or the quadrant e.g. N.W.?

Click on the Street Lookup box and you will see a pop-up box offering you the street lookup tool. It offers a list of all The City of Calgary street names, street types and quadrants.

They are listed in alphabetical and numerical order for your reference. To move quickly through the list, click on the letter or number corresponding to the  first character of the street name you wish to search. Once you have found the street you are looking for, click on it and the correct address will automatically fill the boxes in the Parcel Address section.

Tips:

• Did you enter a Folio #?
• Use Street Lookup if you are unsure of the spelling.
• Use the Parcel Address instead of the Municipal Address.

6.  

   Can I order a customized data product ?

Yes, if the data that you require is not available on CITYonline you may make a custom data request. Please contact us with your request.

7. What are my payment options?

CITYonline customer accounts are invoiced monthly, and are subject to a $25 minimum billing charge. If your company does not anticipate doing large volumes of transactions, you can sign in as a Credit Card Corporate Client. CITYonline accepts VISA, MasterCard, and American Express. All prices are in Canadian dollars. Your credit card information will be processed in real time. 

8. Is it safe to use my credit card?

Yes, using your credit card at the CITYonline web site is safe because we have partnered with a highly reputable payment vendor who uses encryption technology to secure all information gathered from our customers at the time of purchase/payment. This means that any personal information is safe while it travels over the Internet. The City of Calgary does not see your credit card information. Once your payment has been approved, the payment vendor informs The City of Calgary electronically and we then fulfill your order request. For more information on security visit Beanstream, CITYonline's payment vendor, or contact your financial institution.

9. Will my personal information be safe?

In order for The City of Calgary to establish and maintain relations with customers, to provide ongoing service, to understand customer needs and preferences, and to meet legal and regulatory requirements, The City will collect customer information and may exchange this customer information among its business units. We do not sell or trade your personal information with outside companies and shall only use this personal information for the purposes of providing you the services and products you are interested in. For more information see the Privacy/Legal Policy page.

10. What are my payment options?

CITYonline customer accounts are invoiced monthly, and are subject to a $25 minimum billing charge. If your company does not anticipate doing large volumes of transactions, you can sign in as a Credit Card Corporate Client. CITYonline accepts VISA, MasterCard, and American Express. All prices are in Canadian dollars. Your credit card information will be processed in real time. 

11. How do I request a refund?

To receive a refund, you would need to request an adjustment, sign in your CITYonline account>select My Account> and then Order History. From the list find the order number being refunded, and select Request Adjustment from the right-hand side. A new screen will appear. Select the reason for the adjustment and check the select box. Describe the reason for the request in the comment box. Select Submit.

12. Will I receive a receipt for my transaction?

Yes, at the end of your transaction, a Transaction Successful screen is displayed which you can print. Additionally, an electronic receipt will be e-mailed to you. Print and retain both copies for your records.

13. Why does my mailed invoice only contain a single-line detail?
    Details for invoices have been moved online to reduce our ecological footprint. CITYonline account managers and billing managers can access complete invoice details online under Invoice History on the My Account page.
    

14. How do I view the transactions that I was invoiced for?
    
    City of Calgary CITYonline invoices show a single line item entry which reflects the total amount owing. To view a detailed invoice breakdown, listing each item purchased. Sign into CITYonline, select My Account> then View Invoice History > enter a date range that includes when the invoice was generated > select the Invoice Number. To view product details, select specific items.
    **If View Invoice History is not listed on the My Account Menu, then you will have to contact your company account manager to be made a billing manager or special account viewer. Unfortunately, we restrict viewing invoice history to certain profile types, ie special account view, billing manager, and account manager

15. What is the minimum billing fee for invoiced clients?
    

    The minimum monthly billing charge for CITYonline invoiced clients is $25. If your total transactions amount to less than $25 for a given billing month, you will still be charged the minimum amount of $25 for that month.  If you have no transactions in a billing month you will not be invoiced.  Any service(s) totaling more than $25 will be invoiced and charged accordingly.

16. What is the administration charge?
    The administration charge is made up of the printing, billing and mailing costs of your account invoices as well as other administrative charges.

17. How can I view if you have received my payment?
    
    Payment details can now be accessed online. Account and billing managers can view payments or transaction adjustments made to your company account under 'Invoice Payment History' on the 'My Account' page.

18. What happens if there's an error on my invoice?
    
    Sometimes there's a duplicate query and/or a report is missing information. In this situation, simply request a refund.

19. How do I pay my invoice?
    To learn more about paying your CITYonline invoice, visit the Invoices from the City information page.

20. What is a payment profile?

A payment profile gives you the ability to store your credit card information for future purchases. This makes the checkout process faster, by eliminating the need for you to enter your credit card payment information each time you make a purchase on CITYonline.

21. How do I set up a payment profile?

Setting up your payment profile is quick and easy! Once you’re logged into CITYonline, select ‘My Account’. From there, you’ll notice a section entitled ‘My Payment Profile’. Select this option and you’ll open a page called ‘User Profile – Online Payment’. From here, you will enter your credit card information into the fields, clicking ‘submit’ once you’re done.

You will then be re-directed back to the ‘My Account’ page and your payment profile is complete!