1.
Getting Started 1.1
Creating a new account 1.2
Signing in to City Online 1.3
Resetting your password 1.4.
Deactivating and Reactivating your account
2.
Managing your account 2.1
Customizing account information 2.1.1
View/Edit my addresses 2.1.2 Change password 2.1.3
View/Edit my profile 2.2
Customizing your account 2.2.1
Create a new Favourites list 2.2.2
View order history 3.
FAQs
This section covers the following topics: - Creating a new account
- Signing in to City Online
- Resetting your password
Individual accounts are intended for those users who are purchasing products from City Online for personal use. All transactions made under an Individual account must be paid for by credit card at the time of purchase. - On the
Sign In dialogue box, select
Individual under the 'New User Register here for' section.
- Fill in the required information in the registration form.
- Click
Continue to License Agreement to generate the License Agreement
- Review the License Agreement, and click on the “I Agree” checkbox.
- Click
Submit to complete registration.
Note: All fields marked with an asterisk (*) are required. Learn more about creating an
individual account.
Once you have created a City Online account, you can sign in to your account using the
Sign In dialog box located on the City Online home page. The system only allows one sign in per UserID at any given time, so don't forget to sign out after every session. - On the
Sign In dialogue box, the default setting is for an Individual to sign in.
- Enter your
User ID (email address) and
Password in the respective fields. *Your password is case sensitive.
- Click
Sign In.
In compliance with corporate security standards, you will be prompted to change your password every 180 days. - On the
Sign In dialogue box, click “Forgot your password?”.
- Select the account type as ‘Individual’.
- Specify the User ID (email address) in the respective field.
- Click
"Get Secret Question" and enter the answer that you provided during registration.
Note: It may take up to two hours to receive an email with your new password. If you do not receive an email containing your new password within this time, please call 3-1-1.
City Online user accounts will not be deleted. If left inactive for an extended period of time, the account will be deactivated automatically.
To reactivate an account, please call 3-1-1 if inside Calgary city limits or outside Calgary city limits: 403.268.CITY (2489)
This section explains the following topics: - Customizing account information
- View/Edit my addresses
- Manage account information
- Change password
- Customizing your shopping experience
- Manage my lists
- View order history
After signing in to City Online, you can customize your account information and shopping experience from the
My Account page. - View/Edit my addresses
- Change password
- View/Edit my profile
- Create/manage favourites list
- View order history
- NOTE: Individual users cannot change your User ID. Your User ID is the email address initially used for registration. you can change your contact email address, but this will not reflect in your User ID.
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: City Online User Roles & Privileges
Privileges |
Individual |
General User(Company User) |
Customer Account Manager |
Customer Billing Manager |
Communication Contact |
Special Account View | Register as new company | | | Yes | | | | Request for relationship | | | Yes | | | | Manage account information | | | Yes | | | | Change password | Yes | Yes | Yes | Yes | Yes | Yes | Manage users(Add/Edit) | | | Yes | | | | Manage own shopping list | Yes | Yes | Yes | Yes | Yes | Yes | Manage own Addresses | Yes | Yes | Yes | Yes | Yes | Yes | View/Change own user profile | Yes | Yes | Yes | Yes | Yes | Yes | Request for Data License Product | | | Yes | | | | Request for adjustment from order history | Yes | Yes | Yes | Yes | Yes | Yes | Receive communications | | | | | Yes | | View own order history | Yes | Yes | Yes | Yes | Yes | Yes | View order history | | | Yes | Yes | | Yes | View invoice history | | | Yes | Yes | | Yes | View invoice payment history | | | Yes | Yes | | Yes | Request for adjustment from invoice history | | | Yes | Yes | | Yes |
You can update your address book using the
My Addresses page. Here you can add/edit/delete shipping and billing addresses.
To add a new address in your address book: - On the
My Account page, click
My Addresses.
- Click
Add New Address to save a new address in your
Address Book.
- 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. - Select the
Address Type relevant to the address you are adding.
- Select
Default Shipping Address, to make this address as your default shipping address.
- 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 that you add. - 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, click
My Addresses. - Click
Edit next to the address that you want to update.
- Make changes in the respective text boxes on the
Edit Address page.
- Click
Save to update changes in your address book.
To delete an address from your address book: - On the
My Account page, click
My Addresses.
- Click
Delete next to the address that you want to delete.
- Click
OK to confirm address deletion.
To copy an address in your address book: You can copy an existing saved address if only one address exists (either shipping address or billing address).
For example, if there is only billing address saved, then using the
Copy to shipping address option, you can copy the billing address to shipping address and vice versa.
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.
- On the
My Account page, click
Change My Password.
- In the
Current Password text box, type the password you currently use to sign in to City Online.
- Insert your new password in the
New Password text box.
Note: Your password is case sensitive, and must be a minimum of 7 characters long, containing at least one digit. For security reasons, you will be prompted every 180 days to change your password.
- In the
Confirm New Password text box, re-enter your new password.
- Select a security question from the drop-down list. This will be used for password recovery in the future in case you forget your password.
- 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.
- 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 like your preferred
Salutation,
First Name and
Last Name.
Email Address This section contains your current email address. This is an editable field, however, you cannot change your initial login ID that you registered with.
Telephone Number This section holds your telephone number and extension details. These are editable fields and you can update your telephone number details.
Personal Preferences Select
Please send me marketing messages if you want to be contacted by City Online.
You can create new lists and save your favourite items (that you purchase frequently), making these items 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 on the My Account page. You can set any of these lists as the default list and you can also delete these lists. The five lists created by default are:
- Default
- Property Information
- Mapping Information
- E-Services
- Physical Products
- On the
My Account Page, click
Manage My List.
- Enter the
List Name in the text box provided.
- If you want to make this your default list, select
Save as Default List. However, if you wish to change your default list at a later date, you can change your inputs accordingly.
- Click
Save to complete the 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. From the search results, you can click the desired
Order Number and view summary of the order details that are specific to the order number.
In case you want to make adjustments, click
Request Adjustment corresponding to the desired order number. For more information on adjustments, see
Requesting transaction adjustments. The 10 most recent orders are displayed. To view more transactions placed within the past year, select a date range and select
Apply Filters.
Note: Order History can be retrieved only for the previous one year.
-
How do I manage my account?
When signed in to City Online, go to 'My Account' located at the top of the page. Here you can manage your addresses, change your password, change your email address, view your order history and manage your favourites lists. -
How do I change my password?
If you have forgotten your password, select 'forgot your password' on the City Online home page. This will enable you to reset your password. If you are signed into your account and would like to change your password, go to 'Change my Password' on the 'My Account' page. -
What do I do if I am locked out?
If you are locked out, you can reset your password by selecting 'forgot your password' to generate a new password. City Online will only allow one sign in per user ID at once. If you exit the browser without signing out of your account, you will not be able to access your account for approximately 20 minutes for security reasons. If you are still unable to sign in, please contact us. -
How can I view transactions that have been processed under my account?
When signed in to City Online, go to 'Order History' on the 'My Account' page. Here you can view transaction details for up to one year. -
How do I download documents I have purchased?
Once you have successfully paid for your downloadable item you will be brought to a page detailing your transaction. Select the yellow 'Download' button. Items can also me downloaded under 'Order History' on the 'My Account' page by selecting the applicable order number. Most downloadable reports are available for seven days. -
If I have ordered a product to be mailed to me, when should I expect it to arrive?
City Online uses Canada Post to ship most of our products. Canada Post's guidelines indicate that shipping within Calgary can take 5-7 business days, with additional time around major holidays. If you have not received your item within seven days, contact us with your order number. -
How do I change my saved shipping and billing addresses?
Addresses can be modified by selecting 'My Addresses' on the 'My Account' page. -
How can I keep track of my favourite items?
The 'My Lists' function can be used to add and save your favourite products in one place. You can add items to your lists by clicking 'Add to List' next to the product description. Items can be added to specific lists by clicking the arrow in the 'Add to List' button. Alternately, you can add items to your list once they are in your shopping cart. To manage your lists and set your default list, go to 'My Lists' located at the top of the page. -
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. -
What if I have a problem with my order?
Lost or Damaged Products: If you receive any product that is damaged, please notify City Online. Once we receive the damaged product back from you, we'll ship you a replacement. Please note that The City of Calgary will not replace products ordered in error or damaged due to misuse or improper use. Late Delivery: If your product does not arrive within seven business days, please contact us for assistance locating your product. -
What are my payment options?
City Online accepts VISA, MasterCard and American Express. All prices are in Canadian dollars. Your credit card information will be processed in real time. -
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. -
Can I order a product and have it delivered to another recipient?
Yes, as long as the shipping address is in Canada. Just enter the address you want your product delivered to in the Shipping Address portion of the 'Customer Information' page. -
How do I use the City Online map viewer?
On the Map Viewer page, go to the Help section depicted by an image of a question mark. -
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 City Online. -
How do I set up a payment profile?
Setting up your payment profile is quick and easy! Once you’re logged into City Online, 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!
|