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1. Why make the change to a new registration system?

With the start of the new decade, the Parks and Recreation Department has decided to completely modernize their point of sale system. The Department strives for excellent customer service. The new point-of-sale (POS) system will streamline all previously offered services; combining all membership, pro shop, registration, senior specialized programs, athletics and group fitness services into one easy system. This means a new, user-friendly experience, both online and in person. The new system will also run concurrently with a mobile app, compatible with iOS and Android devices.

Along with the new registration system, the Department will also be accepting all major credit cards, including American Express and Discover, as well as chipped cards, "tap" cards and Apple and Google Pay.

2. I’ve been to the Recreation Center and the MAC dozens of times. I even have an old ID card. Why aren’t I in the system now?

In order to ensure only the most accurate and current data is entered into the new system, the Department decided to only transfer over the information of members who had active memberships as of December of last year. Even with this stipulation in place, the Department still transferred approximately 10,000 members from our old registration software into the new system.

In order to be put into the system, please be ready to share current information. Members must bring in a Town of Castle Rock water bill to prove their residency. Both paper and online bills are acceptable. The system requires a current and valid name, birthday, address, phone number and email. Please note that all members will need to have their picture retaken in the interest of safety and security.

Members are welcome to bring in their old ID cards for disposal. New member cards are available, with bar codes instead of magnetized strips. No need to bring your entire wallet-new member cards also come with two keychain-sized cards for easy access. Once you've downloaded the mobile app, members can also use the bar code affiliated with their member profile to scan for entry.

3. Will my old punch card still work?

Yes. Until the transition is fully complete, staff will still have access to the data from the old registration system. Please note that with the new operating system, punch cards will now have an expiration date of two years past the date of purchase. Legacy punch cards from the old registration will still be honored.

4. Why can’t I use the self check-in with my punch card anymore?

Due to the parameters of the new registration system, only members with an active membership may use the self check-in at the Recreation Center. To check in with a punch card, please speak with a staff member.

5. I am trying to log into my account on the online member portal. I forgot my password, can you tell me what it is?

No, Recreation staff cannot retrieve passwords from the system. On the login page, there is a link available to reset your password. Recreation staff members can also resend this link to the email on file in the system.

6. I have Silver Sneakers/Silver&Fit/Renew Active. Do I get a member card?

Yes! These specialized senior programs will now be integrated into the new registration system. Senior members in the Silver Sneakers, Silver&Fit or Renew Active programs will need to be entered into the system in order to take advantage of these programs. Senior members in these programs will receive a new member card, and will be able to use the self check-in at the Recreation Center. In order to be put into the system, members must bring in a Town of Castle Rock water bill to prove their residency, either paper or online bills are acceptable. The system requires a current and valid name, birthday, address, phone number and email. Please note that all members will need to have their picture retaken in the interest of safety and security. Specialized senior programs also require a unique code. Please contact your insurance company and bring in this code to front desk staff in order to start this specialized membership. Front desk staff may assist in retrieving this code only if they have all required information, especially an email. If you cannot provide all relevant information, please contact your insurance company for assistance.