FREQUENTLY ASKED QUESTIONS


Please find below a list of commonly asked questions and where to find the answers. Note some areas you need to be a member and logged in to view the information.

If you don't see an question answered, email registrar@surreyknights.com


AWARDS

For information regarding our awards, check out our Awards Policy (link coming)
Q. How can I view my account status or account balance?
When you click on your email in the upper right corner, select My Account.  Then click on billing.  You can view all invoices, upcoming dues, credits, etc...  For a more detailed explanation, check out the parent orientation guide under Billing.

Q. I need to change my credit card information?
When you click on your email in the upper right corner, select My Account.  Then click on Payment Methods.

Q. I would like to pay by cheque?  How can I do so?
Email registrar@surreyknights.com to set this up.  Cheques will have to be post dated and the first payment including 2 months.  You can also pay for the full season by cheque and save 3%.

Q. I have a question regarding a charge on my account.  Who do I contact?
Please view your invoice and dues first.  The invoice breaks down the various charges for the previous month, along with the training fees for the upcoming month (Nov 1st will show any charges in Oct plus the monthly fees for Novemeber).    When you click on your email in the upper right corner, select My Account.  Then click on billing.  If you still have questions after viewing your invoice, please email registrar@surreyknights.com

Q. Can I view my account information once I leave the program?
No.  Once your account is inactive you can no longer log into the website.  We recommend before withdrawing printing out any billing information you may require in the future.

COMMUNICATION

Q. Who do I contact about _____?
Take a look at our Contact Guide page, which can be found under About Us.

Q. I need to contact my group coach.  How do I find their contact information?
You can find a list of coaches emails under the Coaches page, which can be found under About Us.

Q. I need to talk to someone.  Can I reach my coach or a board member by phone?
The club number will direct your call to Coach Reg only.  If you need to speak with your coach or a board member in person, please email to make arrangements or meet with them after practice. 

Q. I am not receiving club emails.
Make sure the email you wish to use is listed on your account.  Also check your spam folder if club emails have gone there.  Make sure that the following emails are added to your safe list:
  • noreply@poolq.net
  • registration@swimming.ca
  • registrar@surreyknights.com

EQUIPMENT

Q. How do I order training equipment?  How do I know what to get?
Under the Equipment tab you can find a page called Required Training Equipment.  There you can find out not only what you need for your group, but also a style guide of what to buy and not to buy.  We may have a few items in stock.  You can find it through the team gear shop.

Q. Do I need all the required training gear for my group?
Yes.  Especially in the older groups, sets and intervals are designed around using equipment.  When your swimmer doesn't have their gear, they will miss the goal of the set and often get in the way of other swimmers.

Q. How do I order team gear?
You can order through our team gear shop.  You can find a link under the Equipment Tab.

Q. I'm not sure what size to order for a hoodie or a t-shirt (team gear).  How can I try things on?
Once you place an order online, please mention in the note section that you will need to try things on.  The equipment manager will make arrangements to try on a sizing kit.

Q. Why are orders placed only once a month?  Why is my size not already stocked?
We do have some sizes in stock of common items and fulfill orders right away if the size is in stock.  If not, since our supplier is in Richmond, it saves time and money to place orders at the same time if items are not in stock.

Q. I heard that SKSC gets a discount at Team Aquatic Supplies?  How do I get it?
You can find a copy of the discount card under the equipment tab of the website.

EVENTS

Q. How do I sign up my swimmer for an event?

https://poolq.blob.core.windows.net/sksc/files/how-do-i-sign-up-for-a-swim-meet-pdf

Q. How do I know which events to sign up for?
On the event screen, you can filter by your program:
Development - shows events/meets for the development groups
Competitive - shows events/meets for the competitive groups
Community Fitness - shows events/meets for community fitness
Officials Clinics - open to all parents interested in officiating

Q. How do I change my commitment for an event?
Same way your sign up for a meet, except this time the button will say change declaration instead of accept/decline.  Make sure to also email your coach if you change your declaration!

Q. I'm not going to an event.  Do I need to put no or can I just not put a commitment down?
It really helps with the organization of events to put down No if you cannot attend.  Also, if you always indicate an answer, a coach is more likely to follow up if you forget to put an answer, helping you in case you forget and still wish to attend an event.

MEMBER FUNDRAISING

You can find out the details and information about Member Fundraising under the Parents Tab of the website.

Q. Does SKSC have a fundraising commitment?
No the club does not have a fundraising requirement.  However, we do offer member fundraisers that families can use to help reduce their fees.  The club will also run club fundraisers as well where the proceeds go to the program.

OFFICIATING

You can find out the details and information about Officiating under the Parents Tab of the website.


POLICIES

Q. Where do I find the club policy for ____?
Under both the About Us Tab and Parents Tab you can find a page for information about our governance, policies and procedures.

Q.  I wish to leave the program.  How do I give notice?

Please refer to our registration policies here. (link needed)

Q. My swimmer cannot swim due to a medical reason.  What do I do?
Please refer to our registration policies here. (link needed)

Q. I will be away for a month due to vacation.  Do I have to pay for the month? 
There are no refunds for missed workouts due to vacation.  The cost of the program is an annual cost divided monthly for your convenience.

Q. My swimmer's group trains in July and will not be around.  Do I still have to pay for the month?
To make it fair for those who take vacations during the year and still need to pay, if you swim the month of May/June, you will be required to pay for the month of June/July.

SWIM MEETS

Check out our Swim Meet 101 Page for general information about swim meets.  This can be found under the Meets & Events tab.

Q. Where can I find meet results?
You can find meet results under the Results page under the Meets and Events Tab

Q. Where can I find the club records?
You can club records under the Records page under the Meet and Events Tab.

Q. How to Sign Up for a Swim Meet?
You can find a pdf on how to sign up for a meet here.

VOLUNTEERING/VOLUNTEER ASSESSMENT

For general information about our volunteer assessment, check out our Volunteer Assessment Information page under the Parent Tab

Q. I am interested or have a swimmer interested in coaching?  How can I become a volunteer?  Where can I find more information?
Check out our volunteer coaching program, which can be found under the About Us Tab.

Q. My swimmer needs volunteer hours for school?  Can they get them with the club?
If your swimmer has volunteer hours for school, there are a few ways they can obtain them with SKSC.
  • If they have taken their WSI course or a NCCP swim coaching course they can volunteer coach
  • If they are 12&Over they can time or volunteer at our SKSC Mini-Meets or PASS Meets.  If they are 14&Over they can volunteer at any of our meets as a timer, food runner, etc... Email registrar@surreyknights.com for assistance.

WEBSITE

Q. I forgot my password.  How do I reset it?
Click on sign in in the upper right corner.  Then on the page select Forget Password.  A reset link will be sent.

Q. I need to update my contact information.  I need to add an email address.
Click on your email in the upper right and select My Account.  Select My Profile to update.

Q. I see an error on a page or a link is not working.
Please email webmaster@surreyknights.com or registrar@surreyknights.com and we will fix it.

Q. I am not receiving club emails.
Make sure the email you wish to use is listed on your account.  Also check your spam folder if club emails have gone there.  Make sure that the following emails are added to your safe list:
  • noreply@poolq.net
  • registration@swimming.ca
  • registrar@surreyknights.com


Have a question that's not listed? Please email registrar@surreyknights.com