Town of Canmore

Elevation Place FAQs

Click on the questions below to expand the answers. 

How do I sign into an online account?
1. Go to 

2. Click on MY ACCOUNT 

Have you already been to Elevation Place or signed up for a course?

1. If you have never signed in online, but you have signed a waiver, held a membership, signed up for a course or camp, or have otherwise used an email address with Elevation Place, click FORGOTTEN PASSWORD to set up a new password.

2. Log in using the email address linked to your account with Elevation Place. if you do no know which email address is linked to your account, please phone the Customer Experience desk at 403-678-8920 ext. 0. 

Is this your first time visiting Elevation Place?

1. If you have never visited Elevation Place or provided your email, create an account under MY ACCOUNT.
2. Enter all personal details, age category, email address, phone number, and create your password. 
How do I make a booking?

*important* Each person (of any age) entering the facility requires a booking. Read “How do I book for a family member” below for more information

1. Once signed into your account, click on the PROGRAM AREAS in the top toolbar, then click "Book a Drop-In"

2. Click through the activity of your choice

3. The default view on the booking page is set to today. Make sure to double check the date and time you wish to book. Members can book three days in advance, and non-members can book one day in advance

4. Once you are happy with the reservations in your cart, click checkout to confirm the booking(s)

5. You will receive an email confirmation once you have a confirmed booking. To view your appointments, click on your name in the top right hand corner, then click on Appointments

How do I add a family member to my account?
1. Log into your account or create a new account

2. Click on your name on the top right hand corner

3. Select Families and Groups

4. Click "Create Group" and use your last name as the description

5. Click "Add" and add any remaining family members to your account
How do I book for a family member?

1. Once signed into your account, click through the activity bookings pages and select the day you would like to book. In order to book three days in advance each member of your family for whom you are booking must have a membership.

2. To book a family member, select a name from the participants drop down menu, and click the blue GO BUTTON. Wait for the page to load, and continue booking. If you do not select the GO BUTTON it will book the appointment under the account holders’ name.

3. If you do not see your family members, please refer to adding family members to your account above. Each family member (all ages) must be booked individually in order to secure a spot. Click continue shopping in your cart to add another family member, and repeat the steps above.

4. Once you are happy with the reservations in your cart, click checkout to confirm the booking(s)

How do I see my bookings?

1. To see your appointments, ensure that you are logged into your account.

2. Click on your name on the top right corner

3. Click on Appointments, then you will be able to see all your appointments

How do I cancel my booking?
  1. Log into your account and click on your name on the top right hand side
  2. Select Appointments
  3. Select the name of the user who booked the appointment
  4. Select the appointment that you wish to cancel at the bottom
  5. Hit CANCEL
  6. The click "Check out" for the cancelled booking
  7. To ensure that the booking is cancelled go back and look under your appointments to make sure the booking is no longer there
How do place my membership on hold/cancel my membership?
Members can request a hold on their membership for one, two, or three months. The Elevation Place Membership Contract stipulates that memberships may be placed on hold for a minimum of one month to a maximum of three consecutive months once within a twelve-month period. A membership must be active for a minimum of one month between membership holds.

Any COVID-related holds placed on memberships by the Town of Canmore are exempt to the EP Membership Contract.

Memberships may be placed on hold or cancelled by following this link
Trouble Shooting 

Error Message when logging in

  1. Are using the correct email that is assigned to your Elevation Place account?
  2. Are the email and password spelt correctly?
  3. Did you check your junk folder for your reset password link?

Unable to book three days in advance

  1. Are you logged in (do you see your name in the top right of the screen) with the email associated with your membership?
  2. Do you have an active membership? Punch passes are not considered memberships
  3. Do you have multiple tabs open where you are logged in?

Password in use Error

  1. Ensure that you are not using the same password as you have used previously
  2. Do you already have an account with Elevation Place, signed a waiver or took a course with us? Click forgotten password – this will send a link directly to the email we have on file for you
  3. Contact Customer Experience if you don’t know the email address that you have on your account 403-678-8920 ext. 0
Do I really have to wear a mask when I'm exercising? Do I have to wear one in the pool?
Yes. Masks are required in the climbing gym. No exceptions. This requirement is an order directly from the Office of the Chief Medical Officer of Health. At this time, the Town of Canmore's Mandatory Mask Bylaw is still in effect. 

Parents/caregivers supporting participants in the water must wear a mask. Spare disposable masks are available and can be provided should your mask become wet and need replacing. Children and youth, and one-on-one swimmers do not need to wear a mask in the pool, but must wear one onto and off the pool deck, as well as in the change rooms. 

What is a low-intensity activity?
Low intensity is different for everyone, depending on a number of factors such as fitness, health and type of activity. To keep activity at a low intensity for you personally, there’s a simple measure: the TALK test. If you can speak comfortably or carry on a conversation during your workout without sounding breathless, you are exercising at an acceptable low intensity level.

Your cooperation in maintaining low-intensity while exercising will help us to keep our doors open and enable us to safely expand our offerings as soon as we can. 
What is one-on-one training in the pool?
One-on-one training is available for adults to work with a swim instructor who will provide active supervision and instruction throughout the session. Swimmers will receive feedback on stroke correction and pacing, as well as guidance on drills for improving efficiency. Instructors will provide feedback based on the ability and personal goals of the swimmer; all abilities are encouraged to register for one-on-one training sessions. At this time, lane swimming is not permitted under Alberta's enhanced public safety measures. 
What is a household?
A household is limited to members who live within the same house. People who live alone can have up to two close contacts, but these must be the same two close contacts throughout the duration of the restriction. 

One-on-one sessions can be booked for a household or for an individual and their close contacts. One-on-one sessions are limited to four people maximum for a household. 
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