Pay-by-mobile parking FAQs

 You can use the PaySmarti service to pay for parking at the majority of our car parks using your mobile phone or going online to www.paysmarti.co.uk.

Here are some questions and answers about using the service

Charges, payments & receipts

Is there a charge for using Paysmarti?

You will be charged a £0.20 convenience fee on top of your parking charge. Optional text confirmation and reminders are charges at standard SMS rates of 0.10.

In all cases, your network provider will make call charges in line with your price plan.  

How will I know if my transaction has been successful?  

  • If you pay by calling the PaySmarti number you will receive a verbal confirmation at the end of the call.  If you have selected to receive a ‘Confirmation Text’ on your account and are parking by phone, you will receive this message once the parking session has been confirmed.
  • If you use the PaySmarti text service you will receive a confirmation text message.
  • If you pay online via your PaySmarti account you will see a parking confirmation screen once the transaction has completed.
  • If you request a confirmation text, or are booking by text, but do not receive one, your parking sessions may not have been authorised and we would advise you to call PaySmarti Support desk on 01604 210 933 and speak to a customer service advisor who will be able to confirm the payment status.

How do parking attendants know I’ve paid?

Parking Enforcement Operators have a handheld device which enables them to check any PaySmarti transactions. In order to check whether you have a valid payment in place they search using your vehicle registration number, which will then provide them with the expiry time of your parking session.  

I park in the same car park most days. Can I pay in advance?

No, you cannot pay in advance for parking with PaySmarti. You pay per session and the parking starts when you complete the transaction. One of the reasons for not allowing pre-payment is the car park might be full and you’d be charged without even finding a space.  More details will be available at each location. 

What happens if I pay twice by mistake?

It should not be possible to accidentally pay twice for the same parking session. If you have already paid then when you call again you will be asked if you wish to EXTEND. Hopefully this will remind you that you have already paid. However, if you do wish to extend, please follow the instructions during the call.

Please note that you can check all your transactions by logging into your online account and clicking on ‘See My Parking History’ to view your parking sessions and produce VAT receipts.   

How is my payment taken when I pay for parking by phone – does it appear on my phone bill?

No – when you set up a PaySmarti parking account, you enter your credit or debit card details for payment. These details are securely stored, and each time you park and pay by phone, the parking fee is charged to the card that you registered on your account. Parking charges will not appear on your phone bill, however, network charges for your calls and optional text messages will.    

Do I have to enter my card details every time I want to park?

No, once you have set up a valid credit or debit card, you need to enter only the 3-digit security code on the back of your card each time you pay for parking. For security reasons this code is never stored which is why you need to enter it each time. 

Can I change my card details?

Yes.  Simply log into your PaySmarti account and use the ‘My Cards’ page to add or remove payment cards. 

Can I have more than one credit or debit card on the same account?

Yes.  You can register as many Payment cards as you wish via the ‘My Cards’ page on your PaySmarti account. 

How do I get a parking payment receipt?

Registered customers can get a receipt by logging in to your PaySmarti account and selecting the ‘Get VAT Receipts’ page.  Or via the ‘See My Parking History’ page .

You can also opt for a VAT receipt to be emailed to you each time you park.  Simply select the relevant option on the ‘My Preferences’ page of your PaySmarti account. 

What credit cards are accepted by paysmarti?

The Payment Cards accepted will be set by the Authority controlling the area you wish to park in.  Please check local signage or the council website for accepted card types. 

Setting Up & Managing Accounts 

How do I set up an account?

By logging onto the PaySmarti User site at www.Paysmarti.co.uk, and selecting the ‘Join PaySmarti’ button located within the ‘Join Us’ section of the home page.

You do not need to register or create an account yourself in order to park your vehicle.  The first time you call to park we will create an account based on your mobile number which will allow you to park straight away.  You can fully register later if you wish to, for example to set your SMS message preferences or to request a VAT receipt each time you park.

I'm trying to create an account online - why does it say an account already exists?

The mobile number that you are using has been registered with PaySmarti previously.

If you have a new mobile phone, the number has most likely been registered with PaySmarti by the previous owner. To resolve this please contact PaySmarti Support by sending an email to Support@PaySmarti.co.uk or call us on  01604 210 933.

My account has been suspended – what does this mean and what can I do?

Your account can be suspended either by a registered user making a request to our support desk, or a member of PaySmarti Support may have suspended the account for security or misuse reasons.

To remove a suspension please contact PaySmarti Support by sending an email to Support@PaySmarti.co.uk or call us on  01604 210 933.

Can I have more than one account?

Your mobile number is your PaySmarti account number, therefore if you have more than one mobile, you can have an account for each one.

If you call to park from a different mobile then a new account will be created for that phone. Alternatively several mobiles can be associated with a single account via the PaySmarti web site.

Remember: If you have more than one vehicle, you can register any number of these onto one account.

How do I change my personal details and settings?

Log into your PaySmarti account and make the required changes on the ‘My Contact Details’ page.

Can I change my mobile number?

Yes, if you change your mobile phone number, simply log into your account and add the new number in the ‘My Mobiles’ section, using the ‘Add Mobile Number’ option.  If you no longer require the old registered mobile number, you can remove it from the ‘My Mobiles’ section, using the ‘Remove’ option.

How do I cancel my account?   

Your account will automatically deactivate if you do not use it for 90 days.  If you call to park after this time the account will reactivate. If you would like your details removed permanently please contact PaySmarti Support.

Can I have more than one vehicle on the same account?

Yes, if you can add as many vehicles as you wish to your account.  Simply log into your account and add the new vehicle in the ‘My Vehicles’ section, using the ‘Add Vehicle’ option.  If you no longer require previously registered vehicles, you can remove it from the ‘My Vehicles’ section, using the ‘Remove’ option.

Remember to identify your ‘Preferred’ vehicle.  You must have a minimum of one vehicle registered, so add any new vehicles before removing unwanted ones.

When you call to park you will be offered the following options in sequence

  • We will ask you if you wish to extend a current session, if you are currently parked,
  • then offer you a repeat of your last session,
  • then your preferred vehicle
  • then your other vehicles
  • then tell you that you can add a new one by text

When paying to park, always listen to or check the parking confirmation message and make sure that you have selected the correct vehicle before confirming your parking transaction.

Why do some receipts show no vat?

VAT is only chargeable when you have paid to park in off-street locations such as a car park.  If you are parking on a street, no VAT is chargeable.

If VAT has been included in the parking charge, this will be itemised on the parking receipt.  If no VAT is present, this is because you have parked on a street and no VAT is due.

Using my PaySmarti account

Can I cancel a parking session early and get a refund for unused parking time?

No. This is just like putting too much money in the machine, you cannot get it back if you return early.

What happens if I enter the wrong vehicle number plate

You can contact PaySmarti Support by sending an email to Support@PaySmarti.co.uk or call us on  01604 210 933 within 15 minutes of parking to change the vehicle registration number.

I only have one car – do I need to enter its number plate every time I park?

No. you never have to tell us a registration number more than once. When you call to park you will be offered the following options in sequence

  • We will ask you if you wish to extend a current session, if you are currently parked,
  • then offer you a repeat of your last session,
  • then your preferred vehicle
  • then your other vehicles
  • then tell you that you can add a new one by text

Do I always get a text confirmation when I pay by phone?

When you park by phone we will confirm your session verbally at the end of the call.  You will be asked if you wish to also receive a confirmation text and also if you would like a reminder by text. You will be asked these questions each time you park by phone.  If you wish to set the options permanently you can do this by using the web site to register. Once you have set your preferences, you will not be asked again.

If you park by text you will always receive a text confirmation.

Please note there will be a service charge for each text receipt that you receive, please check the information on your PaySmarti account and the signage where you are parking for the amount chargeable.

What should I do if I don’t receive my confirmation text?

In the unlikely event that you do not receive your confirmation text within 5 minutes of paying for your parking by phone, you should call PaySmarti Support on 01604 210 933, who will confirm the payment status.   

What is a text reminder?

A text reminder is a text message that we send to your mobile phone15 minutes before your parking session is due to expire.

You can select to receive a ‘Text Reminder’ for each parking session on the ‘My Preferences’ page of your account.

Please note there may be a service charge for each text receipt that you receive, please check the information on your PaySmarti account for the amount chargeable.

I didn’t receive my text reminder, will I still be charged for it?

You are charged for all text messages that we send, even if they are delayed or cannot be delivered due to network problems.

The delivery of text messages is dependent on your mobile phone network. Delayed delivery times or non-delivery can occur if your network is experiencing problems.

How do I cancel text reminders?

You should log into your PaySmarti account and select the required options within the ‘Text Message’ settings on the ‘My Preferences’ page.

How do I extend my current parking session?

Simply call the PaySmarti number again before the expiry of your current parking session and follow the call prompts. Enter the duration you wish to park up to any maximum stay period. This time will automatically be added to your existing parking session at the location you initially paid for.

Registered customers can extend by text. Format is either of the following:-

EXTEND VEHICLE DURATION CODE    e.g. EXTEND KM10JGH 2h 237

EXTEND DURATION CODE    e.g. EXTEND 2h 237 - assumes your preferred vehicle is parked

Where VEHICLE     is your VRM

DURATION    is the length of time you wish to extend by

CODE        is your CVV code from the back of your payment card.

Why can't I add more time to my parking?

You may be trying to park for longer than the maximum stay permitted at the location or there may be local parking restrictions that do not allow you to park for the time you want to.  For more information on parking restrictions please check the council or parking operator parking signs. 

What do I do if I receive a penalty charge notice (parking ticket)?

Check the ticket to see the reason for its issue.  You should log into and view your parking receipts to your PaySmarti account and confirm details of the payment you have made. 

If you wish to challenge your parking ticket (Penalty Charge Notice) you must follow the instructions on the back of the parking ticket.

If you are challenging the ticket because you have paid using PaySmarti, please provide copies of your PaySmarti parking receipts to the council or parking operator.  They may contact us to confirm details of your payment.  

My phone is out of action, can I use another phone to paysmarti?

If you call to park from a new mobile we will set up a new account under that number.  If you would prefer this new number to be linked to the same account as your usual phone, you can either log into your PaySmarti account and add another mobile number on the ‘My Mobiles’ page, or contact PaySmarti Support on  01604 210 933.

What happens if I can’t get through to the paysmarti parking number?

If the PaySmarti number is unavailable you can still pay for parking via PaySmarti using the following methods:

a)  Book Parking Online:  Log into your account at www.paysmarti.co.uk and use the ‘Book Parking’ page.

b)    Park by Text:  In order to use the PaySmarti ‘Text to Park’ feature, you must be a registered customer with an active account. You can only park a vehicle which is already associated with your account.

To book your preferred vehicle do not send the VRM

PARK 5113 3H 140 means 'Please may I park my preferred vehicle at 5113 for 3 hours? My CV2 code is 140.

To book one of your registered vehicles, send the VRM

PARK 5113 DA56FDO 3H 140 means 'Please may I park DA56FDO at 5113 for 3 hours? My CV2 code is 140.

You cannot park an unregistered vehicle by text.

c) PaySmarti Support Desk:  Contact the PaySmarti Support desk on 01604 210 933 and they will assist you and can book parking sessions on your behalf.

How do I select a different vehicle on my account when I pay for parking?

The  PaySmarti service automatically defaults to the last vehicle parked or your ‘Preferred Vehicle’. You can select another vehicle that has been saved on your account or add a new vehicle in any of the following ways.

Calling the PaySmarti number

When you call to park you will be offered the following options in sequence

  • We will ask you if you wish to extend a current session, if you are currently parked,
  • then offer you a repeat of your last session,
  • then your preferred vehicle
  • then your other vehicles
  • then tell you that you can add a new one by text

Using the Text Message service

To book your preferred vehicle do not send the VRM

PARK 5113 3H 140 means 'Please may I park my preferred vehicle at 5113 for 3 hours? My CV2 code is 140.

To book one of your registered vehicles, send the VRM

PARK 5113 DA56FDO 3H 140 means 'Please may I park DA56FDO at 5113 for 3 hours? My CV2 code is 140.

You cannot park an unregistered vehicle by text.

To park a new vehicle you will need to add the number plate to your account by calling us or accessing your PaySmarti account and adding the vehicle on the ‘My Vehicles’ page.

Booking Parking via your PaySmarti account

Log into your account and use the ‘Book Parking’ page to book a parking session.  You can select the vehicle that you wish to park from the vehicle drop down list. To add another vehicle, use the ‘My Vehicles’ page and the ‘Add Vehicle’ option.

When paying to park, what units should I enter the duration value in?  

The parking duration can be in days, hours or minutes, dependant upon the parking tariff where you are parking.  Please check the parking operator signage for details of the durations available.

When parking by text message, you can specify the duration as follows:

  • 1m=1 minute
  • 1h = 1 hour

If you are using the IVR service, you will be asked to enter the duration applicable for where you are parked.

If you are using your PaySmarti account, you will be presented with the duration units for the car park you select. 

I forgot to pay for my earlier parking session.  Can I now use paysmarti to pay   for my earlier parking session?

PaySmarti ‘Parking Sessions’ commence from the time that the payment is taken. They cannot be backdated or used to pay for earlier parking sessions. If a period of time has elapsed between the time at which the vehicle is left unattended and the time at which the PaySmarti session is booked then there is the risk that a Penalty Charge Notice will be issued.

Can I transfer my current parking session to a different vehicle?

No. PaySmarti sessions are not transferable between vehicles. If you have purchased a parking session of a lengthy duration there is no facility to transfer that session to a different vehicle. You will need to make a further payment in respect of that alternative vehicle.  If you have booked a session against an incorrect vehicle then you should contact the PaySmarti Support desk on 01604 210 933 as soon as possible and they will assist you.

Can I move my vehicle to another location once I have paid for parking?

No. PaySmarti sessions relate solely to the location for which the original session was booked. 

What should I do if I lose my telephone signal whilst calling paysmarti?

If you were part way through booking a parking session, and did not confirm your parking request, you will need to start the process again

Security

Is it safe to do a credit card transaction on a mobile phone?

Yes - you only have to enter your credit or debit card details when you first park with us or if you set up an account before you park. These details are encrypted and do not have to be entered, displayed, or spoken for a subsequent transaction.

In addition, PaySmarti parking enables you to pay for your parking from the comfort and safety of your vehicle.

In addition, every time a transaction is processed we require your three digit security code (CV* code) to ensure you are the card holder, we do not store this information and only when is it provided will we process a transaction. 

What extra steps can I take to safeguard my account?

In order to properly close down any secure login session, you should always completely close all windows on your browser. This advice also applies to all secure websites such as banks and credit card sites.  

What happens if my card is stolen or used fraudulently?

You should follow the guidelines issued by your card provider to contact them for further action and advice.  Please be assured that access to your PaySmarti account can only be accessed from a registered mobile phone.  This ensures that no unauthorised person can access your account to make unauthorised changes or payments, without your registered mobile number.

What happens to my credit/ debit card and mobile phone details?

Other details such as the long card number and mobile phone numbers are kept in our secure database in an encrypted format. We never store the three digit security code (CV* code) and only when is it provided will we process a transaction.