Background
We will be switching over to a new registration database that is completely separate from the previous one at the beginning of 2024. The new system will look a lot like the old one since we are using the same software platform.
We were able to migrate most of your account information to the new system with a few exceptions that we will need your help with.
Current Members of Palo Alto Swim & Sport
Two of the things we were not able to move from one system to another was your login credentials and your credit card information. We will be emailing you a link from communication@xplorrecreation.com to set up a new password for your account. Please follow the instructions so that you can access your account in the new system.
For those of you with ongoing memberships or anyone who would like to charge a swim to the credit card on your account, you will need to enter a credit card on your account (it was encrypted in the old system so we couldn’t move it over).
The scan-in card you use presently should work in the new system since we were able to move that information over to the new system. If you have any issues, just let us know.
Frequently Asked Questions
Q: I have a membership. What do I need to do?
A: Your account and membership were transferred from the other system so you still have a membership and can scan in as usual. You will just need to add a credit card to your account so that we can continue to charge you on your regular billing date.
You can add a credit card by logging into your NEW account here, going to My Info, and scrolling down to Finance Info + New. Please remember that we don’t take American Express. If you prefer, you can bring your credit card to the front desk the next time you are at the pool and we would be happy to enter it for you.
Q: How do I get into my account in the new system?
A: You should have received an email from communication@xplorrecreation.com that has a link to log in to the new system.
Q: Do I need a new login for this system?
A: Because this is a separate database and is not connected to the other system, you will need a separate login but you are more than welcome to use the same username and password.
Q: How do I add a credit card into the new system?
A: If you log into your account here and go to My Info (if you have more than one person on your account, you will need to click on your name). On the Member Detail page, scroll down to Finance Info + New. You can add in your credit card information there. Please indicate that this is the Default Card and remember we don’t take American Express cards.
Q: My scan-in card isn’t working. How can I fix that?
A: Your membership card should continue to work as before. If there is any issue, please stop by the front desk and let them know. We can make sure your scan-in card is attached to your account.
Q: Why are we switching to a new system?
A: We realized that running both Palo Alto Swim and Sport and Menlo Swim and Sport on the same system isn’t working for us. Since each pool has a separate contract with different issues and stipulations, the best way forward is for each to have its own system.
Q: I need receipts that I can’t find on the new system. How can I get those?
A: All of your transactions prior to January 1, 2024, will still be in the other system. You are welcome to log into the other system and get the information there. Your access to the old system will not change.
Once you log in, go to My Info. Click on the “Run Statement” link and you will see your account statement. You can filter for specific dates on the left hand side. If you are still having difficulties, email us, call us, or stop by the front desk and we can help you out.
Q: Some of my family members are missing from my family’s account. What should I do?
A: If you log into your account here, you can add a family member.
Q: I see something on my account that doesn’t look right. What’s the best way to handle this?
A: Send us an email to info@paloaltoswim.com with the issue and we would be happy to take a look.
Q: With two systems, how do I tell which one I’m in?
A: Once you log in, take a look at the logo on the upper left hand corner of the page. If you see the Palo Alto Swim logo, you’re in our new system.