Who do I contact about a parking location or machine payment?

PayByPhone is a mobility payment platform that makes it easy to pay for parking. When you pay through PayByPhone, that payment goes to the parking operator, city, council, or parking authority responsible for the location.

PayByPhone does not own, manage, or maintain car parks, parking lots, or on-site parking equipment. This article explains what PayByPhone manages, what the parking operator manages, and how to contact the parking operator.

📋 NOTE: The term used for a parking operator may vary by country. You may see terms such as parking vendor, council, car park operator, or parking authority.

What PayByPhone manages

PayByPhone manages the payment you make through the PayByPhone app or website, telephone call or SMS.

This includes:

• Your PayByPhone account and login
• Payment methods saved in the PayByPhone app
• Parking session purchases made through PayByPhone
• Parking receipts issued by PayByPhone

If your question is about one of these items, contact PayByPhone support through the Help Centre.

What the parking operator manages

The parking operator sets the rules for the car park, parking lot, or parking zone. The parking operator is not PayByPhone. The parking operator may be a private company, a city, a council, or a parking authority.

The parking operator manages:

• Parking rates and pricing
• Maximum stay limits and time restrictions
• The condition of the car park or parking lot, including surfaces, lighting, and signage
• On-site parking meters and other on-site payment machines
• Parking enforcement and parking tickets issued on site
• Physical safety and maintenance of the parking location, including any cameras

📋 NOTE: If your complaint is about parking rates, the condition of a car park or lot, or an on-site parking meter, contact the parking operator directly. If you have suffered damage or a break-in/theft, the parking operator will be able to advise whether or not there are any cameras (it may require a police report to then gain access to any records). PayByPhone cannot resolve these issues as they are outside of our control.

How to identify the parking operator

You can identify the parking operator in four ways:

1. Look for the parking operator's name or logo on the parking signs at the location.
2. Search for the location code in the PayByPhone app. The parking operator's name appears with the location information.
3. Check a previous parking transaction. Go to 'Account Settings' > 'Parking History' in the PayByPhone app.
4. If you are still unsure who the parking operator is, contact our Virtual Assistant. You can find the Virtual Assistant using the widget in the bottom-right corner of this article.

Find parking operators by country

Use the links below to find PayByPhone parking locations and participating parking operators in each country.

Need more help?
If you're still having trouble, contact our support team through the Help Centre.