Q1. I can't remember which email address I used for my account. How can I figure that out?
Contact info@girlguides.ca or 1-877-564-6188 and provide your name, your home address, as well as your child's full name and date of birth to help us retrieve your record for you.
Q2. I can’t log in! I keep getting the message “Incorrect username or password”. What should I do?
Try resetting your password. Please note that when you reset your password, it might take a few minutes for the new password to start working.
If you are not sure what your username is (email address for non-members and iMIS ID for adult members and former members), contact info@girlguides.ca or 1-877-564-6188 and provide your name, your home address and your child's full name and date of birth to help us retrieve your record.
For volunteers: Use your existing login credentials to access MemberZone and Girl Reg. If you experience any issues, please use the forgot password option.
If you are a past volunteer, your username may be your iMIS ID or your email address. Note – you will be asked to vlaidate your account the first time you log in. If you are still unable to log in, please contact us.
Q3. I have an existing account but I want to change my email address. How can I do that?
Login to your existing parent account then click "Account details" to change your information, including your account email address and password. If you are not able to log into your account or get an error message when trying to update your email, contact info@girlguides.ca or 1-877-564-6188. Please provide your name, home address on file, and the email on your account to help us retrieve your record.
Q4. My contact information has changed. How can I update my contact information?
Caregivers can update their contact information under the Account Details section. Girl contact information can be updated by clicking on the pencil icon next to the girl's name on your dashboard.
Q5. I’m not receiving emails from the registration website (e.g. password reset). What do I do now?
Check your spam/junk folder for the email. If the emails are not there, add noreply-registration@email.girlguides.ca to your safe senders list or address book.
If you did not receive your account activation email: You can re-send the account activation email to yourself by logging into your parent account and clicking "Resend email".
If you did not receive your password reset email: You can re-send the password reset email to yourself here.Be sure to check your spam/junk folder again after resending the email. If you still don’t receive the email, you may have used a different email address to create your account. Try using the password reset tool with a different email address, or contact info@girlguides.ca or 1-877-564-6188 with your name, your home address on file, and your child's full name and date of birth to help us retrieve your record for you.
Q6. I created a new account and it's saying I can't add my child because she is linked to another account. What should I do?
You may have created two accounts. Try logging in with a different email address to access your second account to register your child. You can also check with your child’s other caregivers to see if they created an account. If you need further assistance, contact info@girlguides.ca or 1-877-564-6188 and provide your child’s full name and birth date.
Q7. I am trying to create an account and am getting an error when I submit. What should I do?
Before clicking “Next: Account Confirmation”:
- Make sure all the required fields are filled out
- Confirm the email address is entered correctly (ensure only using lower case letters)
- Verify the password meets the requirements
If you are still getting an error, try using a different browser or device. If you are still unable to create an account, please email info@girlguides.ca or call 1-877-564-6188 and describe the error you are experiencing.
Q8. How often should I change my password?
The security of your personal information is very important to us and your account password is key to this. We recommend changing your password every 6 months, in addition to any time you believe your password may have been compromised. When you change your password, you cannot use your previous four passwords. We strongly recommend that passwords be unique to the registration website – do not re-use a password that you have used for another site. Change your password using the Forgot Password function or log into your account and click Account Details.
Q9. I still have questions. What should I do?
If you still have questions, please reach out to the Customer Care Centre (info@girlguides.ca). The CCC team is available Monday through Friday from 8 a.m. to 8 p.m. ET (not including public holidays).
Registration Process
Q1. My child is interested in joining Girl Guides. How can she become a member?
Girls are welcome to join Girl Guides at any time of year, although most programs run during the school year. To register, you can create an account on the registration website. Registration for the next Guiding year (starting in the fall) opens on a staggered schedule in the spring. Please refer to the registration schedule for more info.
Q2. Which age group (branch) can my child join?
Our age groups (branches) are based on the age a girl will be as of December 31 of the applicable Guiding year*.
*In Québec: The age groups (branches) differ slightly and use a September 30 cut-off date instead of December 31. If you are unable to register in the correct age group in Québec, please contact info@girlguides.ca or 1-877-564-6188 indicating that you may need an age exception.
Refer to this chart to determine the appropriate branch for your child:
For more information email info@girlguides.ca.
Learn more about the branches here.
Q3. My child's birth date or name is incorrect on the website. How can I change it?
The registering parent can contact info@girlguides.ca via their registration account email address or call 1-877-564-6188 to request that the record is corrected.
Q4. My child will turn five years old in January. Can she join Sparks partway through the year?
Yes, your child can join Sparks as soon as she turns five. Please see question 2 above for more information on registering to different branches based on the girl’s age.
Q5. How can I find a group [unit] in my area?
Use the Find a Group tool. You can either scroll through the list of units to the left of the map or click a blue Trefoil/Girl Guide icon to learn more about a location. Once you have located the group [unit] you are interested in, click "Register now".
If you are unable to find a unit that works for you, distance Guiding is also available through our Lones program. Visit our Lones page for more information on how to register.
Q6. I found a group [unit] for my child, can I reserve a space and pay later?
No, when you select a group [unit] on the registration website, a timer appears to tell you how many minutes the space is on hold for your child. If you don't complete the payment within the specified time, you will lose the space and have to start again. Spaces are unable to be held.
Q7. Can I change my child's group [unit] after I have registered?
Yes. To change the group [unit] after registering, go to your Dashboard and click "Select New Group/Unit" under your child's name. Follow the prompts to select a new group [unit]. You will not have to pay again. You can switch units any time until registration for the Guiding year closes
Note: you can only transfer into a group [unit] that has space available. If you wish to transfer into a group [unit] that has a waitlist, you may join the waitlist. If space becomes available before the end of the Guiding year, you will be notified via email.
Q8. I have registered. What's next?
Q9. My child is registered for a program unit and also wants to register for Trex or Extra Ops – how can she do this?
Parents should email info@girlguides.ca to assist with registering a girl into a Trex or Extra Ops unit if she is already registered to a program unit.
Q10. My child is interested in volunteering / being a Junior Leader with a younger branch – how can she do this?
Visit our Junior Leader page to learn more about the process of becoming a Junior Leader.
Q11. When is my child's first meeting?
To check your unit’s meeting details (e.g. start date), log in to your parent account here.
Our volunteers and staff work hard to finalize details for each unit. A leader should be in touch before your first meeting. As we lead up to the start of the Guiding year in September, meeting details are tentative, and some start dates may be TBD. If your start date is not posted by mid-September and you have not heard from your unit guiders(s), please contact us at info@girlguides.ca or 1-877-564-6188 for more information.
If you registered your child after the unit’s start date, wait for a Guider to reach out with the unit’s meeting plan before attending (some units may meet at alternate locations for special events). Please check your spam/junk/promotional folders in case their email does not land in your inbox. If you have not heard from a Guider within one week of registering your child, please reach out to info@girlguides.ca so we can help make sure a Guider reaches out.
Q12. I have not heard from my child's leader yet.
A leader should be in touch to give you more information before your first meeting.
If your unit’s posted start date has passed and your have not heard from a Guider, please reach out to info@girlguides.ca so we can help make sure a Guider gets in touch with you.
If you registered a girl after her group’s start date, wait for a Guider to reach out with the unit’s meeting plan before attending (some units may meet at alternate locations for special events). Please check your spam/junk/promotional folders in case their email does not land in your inbox. If you have not heard from a Guider within one week of registering your child, please reach out to info@girlguides.ca so we can help make sure a Guider reaches out.
Q13. How can I buy a uniform?
To buy a uniform, visit our online store. The online store is separate from our registration website and you will need to create a different login. For technical support, please contact the store's customer service.
Your child is still welcome to attend her first meeting if she does not have a uniform.
Q14. I can't register online. How can I register my child?
In rare circumstances, girls may need to be registered using a PDF/paper form (for example, if the membership fee will be paid for by a third party like Jumpstart). Please contact info@girlguides.ca or 1-877-564-6188 for assistance.
Waitlist Information
Q1. My child's preferred group [unit] is full. Can she join a waitlist?
Yes, to join a waitlist login to your account and select "Join waitlist" below your child's name on your dashboard or from the group [unit] on the map. In addition to being on one waitlist, you can also register in a group [unit] that has space.
Joining a waitlist does not guarantee a spot with the group [unit] but if a spot becomes available for your child, you will be notified by email.
Q2. I received an email that a space is now available for my waitlisted child. What should I do?
Login to your account and click "Proceed with registration" then agree to the Terms and Conditions and process the payment. You must complete the registration within three business days of receiving the group [unit] space availability notification, otherwise your child will lose the space.
If your child is already registered in a unit, no additional payment is required to accept the waitlist space in a different unit. Simply click the “Confirm Waitlist Spot” button on your account dashboard to confirm the transfer.
Should you have any difficulties trying to accept the space, please contact our Customer Care team at info@girlguides.ca or 1-877-564-6188.
Payment, Financial Assistance, and Refunds
Q1. My credit card is not accepted, what should I do?
The registration website accepts payment using credit/debit cards or PayPal. All payments are processed by PayPal. When entering debit/credit card information, double check the following required details:
- The card is valid and activated
- The card number is entered correctly and the expiration date and the security code or pin number found on the back of the card have been entered correctly
- The name/billing information matches that of the card
If you are still experiencing trouble, please contact us at info@girlguides.ca or 1-877-564-6188.
Q2.I cannot find my registration receipt in my email. How can I get a copy of my receipt?
Receipts are sent by email to the registration account holder once registration has been completed online. The receipt will be within a registration confirmation email that is sent by noreply-registration@email.girlguides.ca. If you do not see this email in your inbox, please check your Spam/Junk folder. If you did not receive this email, you can verify the registration on your account Dashboard. To request a separate copy of the receipt, please email receipt@girlguides.ca with your child’s full name and birth date.
Q3. Is financial assistance available?
Q4. How do I register if I’ve received financial assistance from another organization (i.e. Jumpstart)?
If you are receiving financial assistance from a funding provider to register your child in Guiding, please contact info@girlguides.ca or 1-877-564-6188 for assistance. Please note that we are not able to hold a space in a group for your child until you connect with a Girl Guides representative and your registration is finalized.
Q5. How can I request a refund?
Q6. I got an error while processing payment. Is my child registered?
To confirm if your payment was successful, log in to your account and check your Dashboard. If you see "Registered 2025-2026" below your child's name, your payment was successful and your child is registered. If not, please try processing the payment again.
Note that the words “Registered TNJL 2025” below your child’s name do not mean she is registered for the 2025-2026 Guiding Year.
If you are getting a payment error consistently, we recommend using an updated device or a PC/laptop.