Active Net FAQ

This page is designed to assist members of The Skating Club of Boston® with likely questions and answers regarding the new Active Net software and user interface. The Club has adopted Active Net to offer the membership a simpler and more convenient way to do business with the Club. We hope this information will answer any immediate questions you may have about the system and how to use it.

For answers to frequently asked questions about the transition to Active Net software, please click on the questions in the drop-down menus below.

General

The Club has been sending out emails to members in preparation for the switch to Active Net. If you haven’t seen these emails the Club may not have your current email address on file, the messages may be going to your spam folder, they could be blocked by your firewall or email settings, or you may have opted to be on the Club’s “Do not contact list”. If any of these scenarios is possible you would not have received any communications from the Club, including those about Active Net.

If you haven’t been receiving communications from the Club and would like to, please contact the Club office at 617-782-5900 and provide them with your current email address.  They will arrange for you to be added back to the email list.

Not necessarily. Members that do not contract ice or choose to view their billing information online may choose to never register an Active Net account with the Club. If you find it simpler to conduct business in person and pay your account in the office or by mail, please continue to do so.  Please just keep in mind the importance of all payments being received on time to avoid the requirement of adding a card to your account.

The features of this system offer long-overdue conveniences to the Club membership. These include electronic notifications for billing, online access to Club account information, automatic debit and other billing conveniences. Internally, the system streamlines many Club processes, eliminating paperwork and duplications of work.

Active Net is not replacing a software with which members are currently familiar, but rather adding a new system with new features, while also streamlining many of the paper processes the Club has always had in place.

It is being implemented to add several conveniences to the membership experience, such as online access to Club accounts, electronic statements, and online bill paying.  It will also eliminate redundant processes that occur between members, operations and accounting, thereby increasing efficiency and decreasing the opportunity for errors.

No, but there is a mobile version of the website that can be viewed over your smartphone’s internet browser. The mobile website is limited in its functionality compared to the full site, but you can still view and register for Club activities. For ease in accessing all other features, please visit the Club site using your computer.

Account Information

If you are not sure which email address the Club has on file as your primary email, it is likely that it is the email with which you first registered your Club membership. Please try using that email first. If that doesn’t work, or you cannot remember, please contact the Club office at 617-782-5900 and a staff member will help you find this information.

We recommend that each family establish one primary account with login credentials. Create the account in the name of a head of household, and then once established, add all family member names underneath the head of household.

You can add your preferred email address, update your residential address and make changes to other personal information on your Club account by going into your “My Account” page and clicking “Change Account Address or Personal Information”. You may update your personal information in the appropriate fields. Please note that some information, such as your email information, will be updated bi-monthly to the Club’s Constant Contact database. Please allow at least 2 weeks before receiving Club notifications at the new email address.

*Remember to click “Save” to update your information

As long as you have a family membership, you may add other family members to your account in the two following locations:

  1. You may add a family member while registering your head of household account information, by clicking on the ‘Submit’ and then the Add Family Member links.
  2. You may add a family member under My Account.  This is done by clicking the link ‘Change Information About Family Members’.

*Simply adding a family member’s name to your account does not automatically give them the full privileges of a member. Full membership privileges can only be assigned after filling out a membership application for said family member, and having it approved by the Club.

*Please note that if you do not have a family membership type, you may not add any other people to your account. Also, you may not add a child over the age of 25 to your family account.

Your account information is stored within the Active Net system. The only people who have access to this information are select members of the Club’s management team with administrative-level access to the Active Net system.

After you initially save a credit card or link a bank account to Active Net, only the last 4 digits of the account number will be visible to Club management. In the case of credit cards, the expiration date will also be visible.

Not yet. As of right now, membership type can only be changed by submitting a membership change form directly to the Club office. After submission, all membership changes will be reviewed by the Board of Directors before they are approved.

Billing

You can pay your bill by:

  • Mailing or handing in a personal check to the Club office
  • Paying by cash or credit card at the Club office
  • Using a credit card online
    • You can securely add a credit card to your account by going to the “List Saved Credit Cards” screen under your account and clicking “add new”. You can now use this saved credit card to pay for all your Club fees. If you’d like you can add multiple credit cards to your account.
Sample billing invoice

Click to view the new sample billing invoice with descriptions.

The new billing statements do look different from what you are used to seeing from the Club. To assist you with understanding these new statements, please click the image to the right to see the descriptions on the sample invoice.

If you have further questions, please call or visit the Club office, or write the Club business office at billing@scboston.org.

A bill will be considered overdue when a member has failed to pay the balance on their account by the last day of the month in which their account was billed. In the event this happens, you’ll be contacted and required to immediately pay the balance. You’ll also be required to then keep an active credit or debit card on file within the Active Net system for the Club to ensure timely payment of your account in the future. Both of these steps will be required in order to resume Club privileges.

For now, no. But, before your account payment becomes due at the end of each month, you will be emailed your account statement in addition to receiving a paper bill at your mailing address.

Members are not required to hold an active credit or debit card on file with the Club unless their Club account becomes overdue. If a missed payment situation were to arise, the member must give the Club an active credit or debit card to continue using the Club’s facilities, including access to contracted ice. If you have further questions regarding the Club’s rules on billing and payment, please refer to the Club’s Finance Rules on Billing and Payment, which were amended on January 24, 2018. 

Yes. Your information is encrypted using a Secure Socket Layer (SSL) encryption technology, the highest form of encryption generally available to the public. Strict security begins at the point of data transmission where SSL encryption scrambles all payment information and credit card numbers so information cannot be intercepted.

Active Net is compliant with the Payment Card Industry Data Security Standard (PCI DSS). To maintain compliance for the PCI Data Security Standard, Active Net is enrolled in Trustwave’s TrustKeeper™ remote Compliance Program. Through the program, their policies, procedures and technical systems are evaluated, security levels are assessed, and vulnerability scans are conducted to ensure consistent protection. For more information on how Active Net secures your information please review their security white paper.

Then it is up to you, the member, to keep your Club account in good standing at all times. To be fair to all members, there will be no exceptions made to the Club’s finance and billing rules. If you miss a payment on your account, you will be required to immediately pay the outstanding balance and keep a credit or debit card on file with Active Net to have continued access to your membership privileges.

No. The Club does not hold any member’s credit card information. For those members supplying credit or debit card information, the information will be held within the Active Net system. Active Net is PCI-DSS compliant, and set up to handle and store sensitive data.

If you have a credit on your account, you may choose to apply that credit to a payment towards a membership fee, dinner, seminar or contracted ice. If the credit on your account is large enough to cover your current transaction, you will not be required to make a payment.

You can view your transaction history and print your receipts once your customer account with login credentials has been established. To access this information, please click on the My Account link (located at the top right-hand corner of your screen).

To view prior transactions, you may click on the Get a List of Prior Transactions link.

To view past receipts, you may click on the Get a List of Prior Payments link (click on the receipt number to view and print each individual receipt).

Registering for Contract Ice, Dinners & Seminars

There is very little difference from how members currently sign up for dinners, seminars and ice on the Club website. You will still visit the Club website to find these activities and sign up for them. Except with the new system, you will be prompted to sign in to the Active Net interface in order to connect with many of these activities.

Once your account has been established, registration for these activities is easy:

  1. From the Club website, click on the Register/RSVP button. You will be prompted to sign in to your Active Net account if you have not already.
  2. Click the Register for Member Activities button on the registration home page.
  3. Select the Activity that you would like to enroll into. Clicking the underlined name will show you a detailed Activity description.
  4. Click the Add to My Cart button if you wish to register for the Activity.
  5. If you have not done so, sign in to your Active Net account by entering your Email and Password. Proceed to checkout by clicking the Continue button. From this screen you may remove Activities from your cart or view more Activities and add them to your cart.

*Please Note: If more than one family member will be attending the Activity, click on the button labeled, Add Another One (located under the Shopping Cart screen).

  1. Confirm your Activity name, date and time, enrollee and price.
  2. Click Continue to proceed with payment. You may either bill your Club account or pay now. If paying at the time of registration, you will be prompted that you are entering a secure site. Enter your credit card information on the Payment Information Page and agree to any required waiver(s) and confirm the payer meets the age requirement of “13 Years or Older”. Click Continue. This system accepts Visa, MasterCard, Discover and American Express.

*Please Note: The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the My Account button and change your residential address to match your credit card billing address.

  1. Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records. You will receive an email summary of your RSVP to confirm your reservation at the event. If you believe you have registered and did not receive a confirmation email please contact the Club office.

Absolutely! Detailed information about all of the Club’s upcoming events can be found on the Member Dinners and Events page with a link to the Active Net portal so you can register if you choose. Once you are logged into Active Net you can click on the “Contract ice, Dinners & Seminars” tab at the top of the screen to view all of the activity categories. If there is a box to the right of the activity that says “Add to Cart”, you have the option to register for that activity.

No. Unfortunately, the system will not allow this. Please continue to notify the Club office and have the staff put your name on the waitlist.

If you register for an event well in advance and choose to not pay at the time of registration, the fees won’t be billed to your account until the month in which the event occurs.

If you have already registered for an event on Active net and would like to cancel, please call the Club office and inform them before noon on the Monday in the week in which the event occurs. This does not apply to contract ice which may not be cancelled.

If you have already submitted your preferences for an event and would like to change them retroactively, please contact the Club office and they will let you know if they can accommodate your changes based on the proximity to the event date.

After the registration deadline has passed, Active Net will not allow you to register. If you would like to try to register for an event after the deadline has passed please contact the Club office at 617-782-1543. Unfortunately, if you miss the registration deadline there is no guarantee you will be able to attend the event.

Not yet. This is a work in progress for future shows, but for now members should continue to purchase Ice Chips tickets from Harvard University’s online box office.

The My Account feature allows you to view a weekly schedule of your family’s upcoming activities.

Sign into your account and click on the My Account link. Then click on the Show Your Daily Schedule link. Highlight the family members whose schedules you would like to view and click on the top arrow button and move each family member over to the Selected Family Members column. Click on Search to proceed. A weekly schedule will display all of the activities your family members have been enrolled in and allow you to click on the activity for more information.

Your name will be placed on a waiting list. You will be contacted in the event that a space opens for that activity or additional spaces are added. If we are unable to contact you, your space will be given to the next customer on the waiting list.

If you do not want to be placed on the waiting list, click the Remove button that appears on the Shopping Cart screen.

*Please Note: Placement on a waiting list does not guarantee a spot in the Activity.

If registering for contract ice in the middle of the season you will pay the prorated price from the day you register to the end of that month. After the end of the prorated month, your account will be billed on the first of each month going forward.

This is because Active Net will compute the monthly amount due as the average amount due on the total contract by the number of months in the contract. Previously, the Club computed the monthly amount due for each contract by the actual sessions per month.  Importantly, the same total amount is due on the contract. There are just small variations by how much is now due each month than what was previously due.

Troubleshooting

From the Sign In page, click the “Forgot your password?” link. You will be instructed to provide the email address you used to create your account. After entering your email address, click Submit to continue. An email will be sent to you containing a temporary password. Upon signing in with the temporary password, you will be prompted to change this password.

If after completing this procedure you are still experiencing difficulties, please contact the Club office during regular business hours and a member of the Club staff will assist you.

*Please DO NOT create another Customer Account.

If you are having problems with accessing your new Club account on Active Net and your questions are not solved by this FAQ page, please contact Jack Zeghibe, Assistant Club Manager, for assistance. He can be reached at jack.zeghibe@scboston.org.

If after reviewing this list you don’t see your question listed, please contact Jack Zeghibe, Assistant Club Manager, at jack.zeghibe@scboston.org.

The Skating Club of Boston
1240 Soldiers Field Road, Boston, MA 02135
617.782.5900
club.info@scboston.org

The Skating Club of Boston is a founding member of U.S. Figure Skating. For more information about the organization, visit usfigureskating.org