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:

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

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.

1. On the Sign In dialogue box, select Individual under the 'New User Register here for' section.
2. Fill in the required information in the registration form.
3. Click Continue to License Agreement to generate the License Agreement
4. Review the License Agreement, and click on the “I Agree” checkbox.
5. 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 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.

1. On the Sign In dialogue box, the default setting is for an Individual to sign in.
2. Enter your User ID (email address) and Password in the respective fields. *Your password is case sensitive.
3. 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 ‘Individual’.
3. Specify the User ID (email address) in the respective field.
4. 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.

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:

• 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 CITYonline, 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: 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:

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 address.
   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 that you add.

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, click 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, click 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.

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 CITYonline.
3. 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.


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 the future 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 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 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.

• 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, if you wish to change your default list at a later date, you can change your inputs accordingly.
4. 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.

1. How do I manage my account?

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.

2. How do I change my password?

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.

 

3. 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. 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.

4. How can I view transactions that have been processed under my account?

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.

5. 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.

6. If I have ordered a product to be mailed to me, when should I expect it to arrive?

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.  

 

7. How do I change my saved shipping and billing addresses?

Addresses can be modified by selecting 'My Addresses' on the 'My Account' page.

8. 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.

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 if I have a problem with my order?

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. 

11. What are my payment options?

CITYonline accepts VISA, MasterCard and American Express. All prices are in Canadian dollars. Your credit card information will be processed in real time. 

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. 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.

14. How do I use the CITYonline map viewer?

On the Map Viewer page, go to the Help section depicted by an image of a question mark.  

15. 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.

16. 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!