ENCORE: Norfolk County’s New Registration Software

Our old system, CLASS/NORA, was very dated and no longer supported by the supplier. This created an opportunity to implement a more user-friendly system that better meets the needs of our residents and Norfolk County.

Encore Highlights

• A new user-friendly online system to register for programs on any device at any time of day
• A family account feature to keep track of your whole family’s activities and schedules in one place
• Track your activity history and more at your fingertips in your personalized account
  Robust search functions that will allow you to search for an activity by keyword, age, day, time, or location
• View the availability of a class and immediately book online

August 19, 2021 –  Full transition from NORA to PerfectMind® for Fall registration (Recreation and Aquatic Programming) and the ability to book some Norfolk County facilities online

September 7, 2021 – Full transition from NORA to ENCORE

September 14, 2022 – PerfectMind® is now called xplor®

To Create Your Account:  

1. Click the link to take you to the login page
2. Click on the Sign-Up link (directly under the Norfolk County logo).  
3. Fill in all required fields using the primary account holder’s information.  
4. Once your account has been created you can add additional family members, if applicable. 

For step-by-step instructions, please see our Help Guide.

No. Your old login information is no longer valid for ENCORE. You will need to create a new account. For step-by-step instructions, please see our Help Guide.

The email [email protected] is not spam, it is from our software vendor and contains your temporary password.

 

1. No, Norfolk County did not transfer any family/personal accounts over to the new system. If you have not already created an account you will need to do so in order to access the online system.
2. Norfolk County will transfer all organizational accounts and third-party billing accounts into the new system.

Your credit will remain on Class/NORA throughout the summer for use towards Aquatic and Recreation programming.

Once Aquatic and Recreation program registration opens on our new system in August, any valid credit value that was on your account as of January 1, 2019, will be moved over to the new system. This will take some time. If you do not see your credit and require it to complete a booking or registration, please contact our Customer Service staff.

If you would like to use credit from your Class/NORA account towards Museum programming that will be going live in the new system on June 8, 2021, please contact our Customer Service staff ([email protected] or 519-426-8866 x. 2233) to have the credit moved over.

Your credit will remain on Class/NORA throughout the summer for use towards Aquatic and Recreation programming.

Once Aquatic and Recreation program registration opens on our new system in August, any valid credit value that was on your account as of January 1, 2019, will be moved over to the new system.

If you would like to use credit from your Class/NORA account towards Museum programming that will be going live in the new system on June 8, 2021, please contact our Customer Service staff ([email protected] or 519-426-5870 x 8057) to have the credit moved over.

MEMBERSHIPS – Due to COVID there are no Active membership passes in NORA. If you chose to keep your pass on hold throughout the COVID closures, your membership will be moved over to ENCORE. (You can still choose to receive a program credit for any unused time remaining).

PUNCH PASSES – All active punch passes that were purchased as of January 1, 2019 (and not converted to credit) will be transferred to your ENCORE account. If you do not see your membership or punch pass on your online account, please contact Customer Service at 519-426-8866 x2233 or [email protected]

 

If you have forgotten your password, visit norfolkcounty.perfectmind.com and click on the “Forgot your password?” link. Follow the steps to reset your password. Note: the password reset email will be sent to you from our vendor ([email protected]). If you do not see the email in your inbox, please check your junk mail folder.

Yes, the new software and payment processor are fully encrypted and compliant to ensure your personal information is secure. We strongly encourage our users to choose a strong password and to be diligent in protecting their personal information and account details.

The new system can be accessed from any device that has access to the internet, including your computer, tablet or phone, and whether it be Microsoft, Android, or Apple technology. The system will operate in any internet browser, however, for best results, use Google Chrome.

Yes, one of the features of this new system is that you can see and manage your own information. This includes adding family members, changing your contact information, adding a credit card to your account for easier checkout, managing your own login, and seeing a schedule of the programs you are registered in.

You can also register by contacting our Customer Service staff at 519-426-8866 x. 2233 or [email protected]

In order to register online, you will need a login which requires an email address. If you choose not to provide an email address for your account, you will not be able to register online or purchase/renew memberships online. Also, you will not receive email business notices (course confirmation, course changes, and expiry reminders for memberships) regarding your programs and services with Recreation Services. Without an email address, you will have to register through Customer Service at 519-426-8866 x2233 or [email protected]

On your ENCORE account, navigate to the “Attendances” section. Courses that are displayed as “Waiting” under the “Status” column are the courses you’re currently waitlisted on.

Withdrawals may be made in person, by telephone, or by email. Non-attendance and requests made to program instructors or left on voicemail do not constitute a notice of withdrawal. Requests will be processed as of the date official notification is received by the Recreation Department and cannot be backdated.

Refunds

All refunds or credits on account, except where specifically noted in Norfolk County’s Refund Policy, are subject to a $15 administrative fee. Multiple refunds or credits will be subject to a $15 administration fee for each program.

Refunds will only be issued to the participant who made the original payment. Refunds will only be issued by cheque. The County will make every effort to process the participant’s refund within 30 days.

Refund amounts less than $25, after the application of any administrative fee, will not be refunded by cheque, but in such cases will be applied as credits on the participant’s account.

Credits

In lieu of a refund, the participant may opt to receive a credit on their account of equal value. Credits on an account can be applied towards any future Norfolk County facility rental, program registration, admission to a drop-in program, purchase of a multiple admission pass, or membership.

Credits remaining on a participant account will not be removed from an account as long as the account is active. Accounts which have not registered a transaction in two years will be deemed inactive. If an account is deemed inactive any remaining credit will be cleared from the participant’s account.

Cancellations by Norfolk County

If Norfolk County cancels a program or class in its entirety due to the failure to meet a minimum participation requirement, an instructor vacancy, facility conflict or safety issue, participants will receive a 100% refund. In the case that a cancellation occurs during the course of a program or class, the refund or credit will be prorated.

Drop-In Programs

There will be NO REFUNDS for drop-in programs. Cancellations are accepted if made 48 hours or more in advance of registered times, which will result in a credit on account. No administrative fee applies.

Registered Weekly Programs

1. Participants are eligible for a full refund if a withdrawal request is received 7 or more calendar days before the program start date. No administrative fee applies.
2. Participants are eligible for a refund or credit on account if a withdrawal request is received less than 7 days prior to the program start date.
3. Participants are eligible for a credit on account if a withdrawal request is received on the program start date, but no later than the day of the third class of the program. The credit will be prorated based on the remaining time left of the program.
4. Withdrawal requests made on or after the day of the third class of the program, regardless of the class start time, will be processed for medical reasons only and must be accompanied by a doctor’s note.

Single Day Programs & Camps

1. Participants are eligible for a full refund or credit on account if a withdrawal request is received 7 or more calendar days before the program start date. No administrative fee applies.
2. Participants are eligible for a credit on account if a withdrawal request is received between 7 calendar days and 3 calendar days before the program start date.
3. Withdrawal requests made on or after 3 calendar days before the program start date, regardless of the start time, will be processed for medical reasons only and must be accompanied by a doctor’s note.

Should you have any questions or concerns regarding the new system, or any other matter, please reach out to our Customer Service staff by email at [email protected] or by phone 519-426-8866 x. 2233. Please use the Subject “ENCORE System Inquiry”