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Frequently Asked Questions

Creating a New Account
Q. I have never been a YMCA of Greater Charlotte member and have not participated in any programs. How do I activate my online account?
A.
When attempting to purchase a product online, if you have not signed into the system already, it will ask you to either sign in or create an account. At this point, you will enter in your email and continue with that email sign up process.
Q. While creating a new account, I received the following error message, " A profile in the system already exists and you will not be able to create the same profile".
A.
This error indicates that someone already exists in our database with this same profile.
Email websupport@ymcacharlotte.org for assistance with resolving this issue to prevent duplication in our system.
Q. While creating a new account, I received this error message "A profile already exists with this User Name".
A.
You will need to select and alternate user name for your profile as an account already exists with the user name you selected.
Q. While creating a new account, I received this error message "A profile with this email already exists".
A.
This means that an account with this email address already exists in our database. You can resolve with one of the following issues:

1. If you have already set up an account using this email, you can click on the “FORGOT PASSWORD” link, and you password will be emailed to you.

2. If you have not already activated your YMCA account, click on the ACTIVATE MY ACCOUNT link on the I’m New box and follow the instructions to activate your account.

3. If you are unable to resolve your issue with the instructions listed above, please contact websupport@ymcahcharlotte.org for assistance with your issue.
Mobile App
Q. How do I download the YMCA of Greater Charlotte app?
A.

1. Download on the App Store - www.apple.com/ios/app-store/

 

2. Get it on Google Play - play.google.com/store/apps/

 

 

Q. How do I get a login for the new mobile app? (I am currently or have previously been a YMCA of Greater Charlotte member or have participated in YMCA programs.)
A.

To get an online account associated with your YMCA membership, please call 704-716-6200 for assistance.

Q. How do I get a login for the new mobile app? (I have never been a YMCA of Greater Charlotte member and have not participated in any programs.)
A.

Membership is required to login. Select the Become a Member tile/button to purchase a membership. Your online credentials for the mobile app will be created when you purchase your membership. 

Q. When migrating to the new App using my XiD and online credentials, I received an error message "The password or username you entered is incorrect.  Reset your password or contact support if you're having trouble logging in."
A.

It looks like you do not have an active membership.  Membership is required to login.  If you believe you have an active membership, please contact 704-716-6200 for assistance. 

Q. When selecting the Create Account button, I entered my email, username, first and last name, birth date, and password, and then received an error message "Sorry, your email is associated with an existing account. If this is your email, please try logging in; other contact customer support to create an account."
A.

It looks like the email entered already exists in the system and is not associated with your online account. If you believe you already have an online account, log in with your username and password. If you forgot your username, then reset your username by going to programs.ymcacharlotte.org, and select account login and forgot username. You will be asked for your name, birth date, and zip code. If that does not work, please contact 704-716-6200 for assistance. 

Online Registration Login
Q. I am currently or have previously been a YMCA of Greater Charlotte member or have participated in YMCA programs. How do I activate my online account?
A.
If you have not created an online account yet, you can do so by supplying the email that you have signed up at the ymca with. It will then walk you through a process to create an account using your existing email. If you do not know your email, please contact websupport@ymcacharlotte.org for assistance with your issue.
Q. I am having difficulty viewing your online registration site on my computer. Can you tell me what browsers you support?
A.
Supported browsers for our system include: Internet Explorer 11, Microsoft Edge, Chrome, and Firefox
Q. I am visiting online registration for the first time. How do I activate my online account?
A.
You can activate an online account if you have had a YMCA of Greater Charlotte membership or have participated in a YMCA of Greater Charlotte program.
You will need to type and enter your email address under the Create an Account section and click Continue.
Online account cannot be created without an email address.
Q. I forgot my password. How do I reset it?
A.
You can reset your password by clicking on the Forgot Password link located in the Sign In box on the login screen.
You will need to enter the email address associated with your account.
An email will be delivered to that address that includes a link to reset your password.
Q. I forgot my username. How do I reset it?
A.
You can reset your username by clicking on the Forgot Username link located in the Sign In box on the login screen.
You will need to enter the email address associated with your account.
An email will be delivered to that address that includes a link to reset your username.
Q. I got an error message that my account is already activated in the system. How do I login?
A.
You can reset your username using the Forgot Username link in the Sign In box on the login screen.
You will need to enter the email address associated with your account.
An email will be delivered to that address that includes a link to reset your username.
Orders and Receipts
Q. Can I get a copy of a receipt?
A.
Visit My Receipts under My Account to view orders where a payment has been made against the balance due or has been paid in full. You have the option to email or print receipts for your membership and program payments. Receipts display for the customer designated as the primary account holder.
Program Registration
Q. Do you offer financial assistance or scholarships for programs?
A.
My Y Pricing is the YMCA's rate structure designed to help us fulfill our mission to serve all by being affordable, logical and relevant. If you have an income-adjusted membership rate in our MY Y Pricing structure we will use the income information you provided when you joined to determine a program discount, if applicable. Please visit your local YMCA Sales and Service Center for more information.
Q. How do I cancel an order?
A.
Please visit your local YMCA Sales and Service Center to cancel a program order.
Q. I see a program that I'm interested in registering for and it's on a waitlist. Can I be added to the waitlist?
A.
Yes, you can add a program on waitlist to your shopping cart. During the checkout process, you will only be prompted to pay deposits or program fees for programs with availability. If the only program in your cart is a waitlist program, you will need to enter your credit card information, even though the balance due is $0, to create the order and be added to the waitlist.
Q. My child or spouse meets the age requirement for a program but they are not listed as a registrant for me to select. Why don't I see all of my family members?
A.
It may be that your child or spouse is not linked to your account. We can assist with correcting the relationships you have access to manage on the website. Please contact our web support team.
Q. The program I'm interested in isn't showing up when I search. When will other programs be available for online registration?
A.
We are excited to offer online registration for art programs, cooking classes, drop-off child care, group swim lessons, lifeguard certification courses, summer day camp and sports clinics and leagues. We are working to bring more programs online over the coming months. Please continue to visit your local YMCA Sales and Service Center to register for other programs.
Q. What do you accept as forms of payment for online registration?
A.
We accept the following credit cards:
American Express
Discover
MasterCard
Visa
Q. What is the difference between Member, Program Participant and List price?
A.
YMCA of Greater Charlotte members receive priority registration and/or rates for programs. List and program participant pricing is the cost associated with non-YMCA of Greater Charlotte members.
Q. When is the last day to register for a program?
A.
Program registration typically closes once the program starts. There are some exceptions; please contact your local YMCA Sales and Service Center or your Resident Camp office for details.
Program Registration - Afterschool
Q. If I register online, when should expect confirmation of my child’s afterschool acceptance?
A.
You will receive an email confirmation and a receipt after your order today. However due to necessary transportation arrangements, please allow 3-5 business days for final registration confirmation by the branch before your child can begin in the afterschool program. This will allow us time to confirm transportation for your child.
Q. Are out of school days like teacher workdays, spring break or Christmas break included in my monthly afterschool tuition?
A.
Monthly tuition only covers the days your child is in school. An additional cost and registration will be required for these out of school days. Please contact your local YMCA afterschool program to discuss these details.
Q. Are there Financial Assistance discounts on my Registration Fee?
A.
We do not offer discounts of any kind on our Registration Fees for this program. We WILL honor your Financial Assistance on your tuition.
Q. Can I register more than one child at a time for afterschool?
A.
You will register one child at a time for afterschool. Once you have registered, checked out, and paid for one child, you can start the registration for a 2nd child.
Q. My child’s school is not on the listing. Can they still attend YMCA afterschool?
A.
Please contact your local YMCA to discuss your child’s possible enrollment.
Q. What afterschool program services my child’s school?
A.

For more information about afterschool please visit Afterschool Central.

Q. What fees are due at the time of registration?
A.
A non-refundable registration fee per child of $25 for Members and $50 for Program Members is due in order to register you child. Please note that our licensed afterschool locations at the Johnston, McCrorey, Simmons and Stratford Richardson YMCA’s do not require registration fee in order to hold your child’s spot.
Q. What is the monthly tuition cost for afterschool?
A.
The cost of tuition will vary by location. Your total tuition for afterschool will be divided into 10 equal monthly payments beginning on August 15 and ending on May 15. Late or declined payments will be charged a $25 late fee. Financial Assistance is applied to tuition costs. Schools that follow a Year-Round calendar will make 10 equal payments due on the 15th of each month starting on July 15th and ending on April 15th.
Q. What is the process if I need to withdraw my child from the YMCA's afterschool program?
A.
15 Days written notice is required with withdrawing from Afterschool. Parents will be responsible for paying the full tuition through the end of the 15 day period, regardless of the child's last day of attendance.
Q. When does Afterschool registration begin?
A.
Afterschool registration begins April 1 for Members and April 15 for Program Members.
Program Registration - Preschool
Q. Are Registration or Supply Fees refundable?
A.
These fees are not refundable.
Q. How come I did not get my Financial Assistance discount on my Registration and Supply Fee?
A.
We do not offer discounts of any kind on our Registration and Supply Fees for this program. We WILL honor your Financial Assistance on your tuition.
Q. How much does it cost to attend preschool?
A.
The cost of tuition will vary by location, class offering, and the number of times the class meets throughout the year. Your total tuition for school will be divided into 9 equal monthly payments beginning August 15 and ending on April 15. Late or declined payments will be charged a $25 late fee.
Q. If I register online, when should I expect confirmation of my child’s class placement?
A.
You will receive an email confirmation and receipt for your order at the end of your online purchase.
Q. My child will not meet the age cut off for my school's Kindergarten. What do I do?
A.
Our YMCA follows Charlotte Mecklenburg School guidelines for appropriate Kindergarten placement. For most preschool offerings, children should be the correct age by August 31. For class offerings such as Transitional Kindergarten, children must be the correct age by December 1. Please contact the preschool director for specific questions about your child’s classroom placement.
Q. My Preschooler is very advanced for their age, can I age them up into the next class?
A.
In order to provide the most positive experience for your child and the rest of our Preschoolers, we will not age children up to the next class.
Q. What fees are due at the time of registration?
A.
A Registration Fee and a Supply Fee will be due in full at the time of registration to reserve your spot. Registration Fees are $75 for Members and $100 for Program Members. Supply Fees vary by location and age group.
Q. What if my child has a birthday during the school year? Will they automatically move up to the next aged class?
A.
No. Your child will remain in the same class for the duration of the school year. The YMCA reserves the right to make adjustments to your child’s class assignment based on their date of birth or other factors that would contribute to your child’s success in our program.
Q. What is the process if I need to withdraw my child from the YMCA's Preschool program?
A.
15 Days written notice is required when withdrawing from Preschool. Parents will be responsible for paying the full tuition through the end of the 15 day period, regardless of the child's last day of attendance.
Q. When does Preschool registration begin?
A.
Preschool registration for new students to our program begins on February 1 for Members and February 15th for Program Members.
Program Registration - Resident Camp
Q. Do you offer financial assistance or scholarships for Resident Camp?
A.
At the Y, we understand that the future of our community depends on the success of children. We also know that not all children have what they need to thrive. That’s why we inspire kids and teens to achieve their personal best academically, socially, emotionally and physically. Please contact the camp office to request a financial assistance application. All applications are due back by February 1. If you are interested in learning more about this process do not submit an online registration at this time.
Q. How do I cancel my Resident Camp order?
A.
Cancellations must be made in writing to camp, please contact the camp office for more information.
The deposit will be refunded if the camp is notified in writing of cancellation prior to June 1. Cancellations made after June 1 will forfeit the deposit. All cancellations and/or changes must be made in writing at least 2 weeks prior to the start of camp. Any changes made after that date will forfeit all camp fees.
Cancellations of all other camp programs (i.e. Winter Camp, Family Camp, Mom and Me, etc) must be made in writing at least two weeks prior to the program’s start date. Any cancellations made within two weeks of the program’s start date will forfeit all fees.
Q. How do I pay my remaining summer resident camp balances?
A.
The credit card used to pay the deposit at the time of registration will automatically be drafted for the balance due based on the program payment schedule due date. Visit My Orders under My Account, select the summer resident camp order and the print option to view the future due dates.
Q. How do I register for the Counselor in Training (CIT) program for Resident Camp?
A.
The Counselor In Training (CIT) program at camp is designed to provide leadership experiences specific to camp counseling to rising high school juniors. Please contact the camp office to request a CIT application. If you are interested in learning more about this process do not submit an online registration at this time.
Q. How much will I be asked to pay when I register for a summer resident camp session? Is the full amount due when I register?
A.
Through the end of January, you will be asked to pay a registration fee and deposit per session/per child. Camp balances are due in five installments on Feb 1, Mar 1, Apr 1, May 1 and Jun 1. If you are registering after one of these payment due dates, the registration fee, deposit and past installments for camp will be due at the time you register.
Q. I didn't pay the full amount for my summer resident camp order at the time I registered. How do I make a change to my payment method for the balance due?
A.
Please call your camp registrar to process changes at least 15 days prior to the payment schedule due date.
Q. I've already completed my summer resident camp registration. Can I register online for add-ons (horseback, advanced wake sports, etc.)?
A.
Once you have completed your resident camp order, please contact YMCA Camp Thunderbird or Camp Harrison to ask about availability and how to register.
Q. What happens if the credit card I used to pay the summer resident camp deposit is declined when the balance due is drafted?
A.
You will be charged a $25 fee for a scheduled payment that cannot be drafted. If you would like to change your payment method, please call your camp registrar to process changes at least 15 days prior to the payment schedule due date.
Q. What is the summer resident camp refund policy?
A.
The deposit will be refunded if the camp is notified in writing of cancellation prior to June 1. Cancellations made after June 1 will forfeit the deposit. All cancellations and/or changes must be made in writing at least 2 weeks prior to the start of camp. Any changes made after that date will forfeit all camp fees.

Cancellations of all other camp programs (i.e. Winter Camp, Family Camp, Mom and Me, etc) must be made in writing at least two weeks prior to the program’s start date. Any cancellations made within two weeks of the program’s start date will forfeit all fees.
Program Registration - Summer Day Camp
Q. Are immunization records required for summer day camp online registration?
A.
We encourage you to fill in dates for the following immunizations at the time of online registration:
DTP
Tetanus
Polio
MMR
HIB
Varicella
Hepatitis B
Immunization records are required for our North Carolina state licensed programs at the Johnston, McCrorey, Simmons and Stratford Richardson YMCAs.
Q. How do I pay my remaining summer day camp balance?
A.
The credit card used to pay the deposit at the time of registration will automatically be drafted for the balance due based on the program payment schedule due date. Visit My Orders under My Account, select the summer day camp order and the print option to view the future due dates.
Q. How much will I be asked to pay when I register for a summer day camp session? Is the full amount due when I register?
A.
You will be asked to pay a $10 deposit per session/per child. For example, if you are registering two children for three camp sessions each, you will be required to pay $60 when you checkout. The balance is due based on the program fee schedule for each session.
Payments for program add-ons are not due at the time of registration. Payment is due based on the program schedule due date.
Q. I didn't pay the full amount for my summer day camp order at the time I registered. How do I make a change to my payment method for the balance due?
A.
As we require a signature for payments, please visit your local YMCA Sales and Service Center to process changes at least 15 days prior to the payment schedule due date.
Q. I've already completed my summer day camp registration. Can I register online for add-ons (swim lessons, field trips, lunches, etc.)?
A.
Once you have completed your day camp order, either online or in the branch, you will need to visit your local YMCA Sales and Service Center to register for the available add-ons for your child's camp sessions.
Q. What happens if the credit card I used to pay the summer day camp deposit is declined when the balance due is drafted?
A.
You will be charged a $25 fee for a scheduled payment that cannot be drafted. If you would like to change your payment method, please contact your local YMCA Sales and Service Center at least 15 days prior to the payment schedule due date.
Q. What is the summer day camp refund policy?
A.
Full refunds, including deposits, will be provided if the cancelation takes place at least eight days prior to the start of the canceled camp session. For CCRI funded programs, the state of North Carolina requirement is 14 days.
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