1. Getting Started 1.1 Creating a new account 1.2 Signing in to CITYonline 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:
Individual accounts are intended for those users who are purchasing products from CITYonline for personal use. All transactions made under an Individual account must be paid for by credit card at the time of purchase.
Note: All fields marked with an asterisk (*) are required.
Learn more about creating an individual account.
Once you have created a CITYonline account, you can sign in to your account using the Sign In dialog box located on the CITYonline 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.
In compliance with corporate security standards, you will be prompted to change your password every 180 days.
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.
CITYonline 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:
After signing in to CITYonline, you can customize your account information and shopping experience from the My Account page.
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
2.1 Customizing Account Information
2.1.1 View/Edit My Addresses
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:
Note: All fields marked with an asterisk (*) are required.
Note: It is mandatory to select the Address Type for any new address that you add.
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.
To delete an address from your address book:
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 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 AddressThis section contains your current email address. This is an editable field, however, you cannot change your initial login ID that you registered with.
Telephone NumberThis section holds your telephone number and extension details. These are editable fields and you can update your telephone number details.
Personal PreferencesSelect Please send me marketing messages if you want to be contacted by CITYonline.
2.2 Customizing your account
2.2.1 Create a new favourites list
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 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.
When signed in to CITYonline, 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.
If you have forgotten your password, select 'forgot your password' on the CITYonline 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.
If you are locked out, you can reset your password by selecting 'forgot your password' to generate a new password. CITYonline 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.
When signed in to CITYonline, go to 'Order History' on the 'My Account' page. Here you can view transaction details for up to one year.
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.
CITYonline 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.
Addresses can be modified by selecting 'My Addresses' on the 'My Account' page.
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.
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.
Lost or Damaged Products: If you receive any product that is damaged, please notify CITYonline. 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.
CITYonline accepts VISA, MasterCard and American Express. All prices are in Canadian dollars. Your credit card information will be processed in real time.
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.
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.
On the Map Viewer page, go to the Help section depicted by an image of a question mark.
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.
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!