Reservations FAQ

 

What are Reservations?

A reservation is an act of pre-paying & booking a parking spot in advance. PayByPhone has partnered with ParkWhiz to provide reservation capabilities to our users. Using PayByPhone on your iPhone device you can now reserve parking spots:

• Located in parking garages

• Located in Seattle

• Located in Miami

Note: if you are paying for street parking, use PayByPhone as you normally would.

Why make a reservation?

Reservations are a great way to guarantee a parking spot when street parking is limited or not an option. Depending on the lot, PayByPhone also offers discounted parking rates for those that book a parking spot in advance.

How can I make a reservation?

If you are in Seattle, use our iOS app to make a reservation (more cities + Android release to follow in the future). Simply open the app and follow the on-screen guidance to complete your reservation.

Note: you will need to enable location services or select the USA as your location in-app settings to start the reservation process.

What are the features of PayByPhone Reservations?

• Find available off-street parking now or at a later date/time

• Compare prices, distance, and parking garage information

• Pick the best parking option given your needs

• Book a spot & prepay

• Enter & exit a reserved parking garage

How can I find reservable parking garages?

Review which parking garages you can reserve by opening the PayByPhone app on your iPhone and entering one of the following in the Reservations search page:

• An address

• A point of interest

• Your current location

Note: All available parking garages will be displayed on a map. See which options are closest to your destination.

Why is there no availability for the date & time I am trying to book?

If there are no parking options listed for the dates entered, the car park is fully booked for all or part of your stay. Please select different dates.

Can I reserve a parking spot and pay later?

All reservations must be paid upfront to secure your spot. You will be presented with the total cost of parking at the time of booking to complete your reservation. Note that the total cost will always be cheaper or equal to the drive-up cost. You can also cancel your reservation any time before the time of your booking.

What is the pricing structure for reservable parking spaces?

Although pricing structures are determined individually by the parking facility, PayByPhone rates tend to be cheaper than drive-up rates. Rates are negotiated with each parking operator to allow for equal or cheaper rates than ones posted on relative signage. If there are savings, our app will display a strikethrough over the drive-up price and list the discounted rate above it.

Why do I see different rates on the app vs what is posted on signage?

All rates have been pre-negotiated so that online rates tend to be cheaper than drive-up rates. That being said, some high-demand parking spaces are sold online for a premium because of limited availability.

Are there any additional fees?

PayByPhone does not charge any additional fees. Please note that PayByPhone is not responsible for any fees incurred by parking outside of the allocated reservation time. Parking facilities may charge an additional on-site fee if you enter a facility before your reserved time or if you stay for longer than your reserved time.

Furthermore, oversize vehicles may be charged an additional fee by the operator (may apply to any vehicle larger than a sedan). Applicable oversize fees are always displayed in the PayByPhone app while paying for parking but prices vary between individual operators. If you have an oversize vehicle and pay the standard rate you may be subject to a surcharge.

What if I want to reserve more than one car parking on the same date?

You can place several reservations for the same time but not at the same time. You must make a reservation for a single vehicle and duration at a time.

Can I make a reservation for the future?

Yes, you can place a reservation with a t+1 minute start time (1 minute ahead of current time) or for any time in the future. Reservations can be made as long as the parking start time has not elapsed the current time and parking spots are available in a designated garage.

Can I cancel my reservation?

All parking passes are eligible for a full refund prior to the start time on the pass (except when noted otherwise).

To cancel a reservation, open the PayByPhone app, log in to your account, view your passes, and click "cancel" on the reservation you would like to cancel. Alternatively, you can also click the "cancel" link provided on your reservation’s confirmation email.

Note: Once the start time has elapsed at the current time, all bookings are non-refundable.

Do I get a guaranteed spot if I place a reservation?

Yes, by reserving a parking space your parking spot is guaranteed for the duration of your booking.

How do I know that my reservation has been placed?

As soon as payment has been processed and accepted, you will receive an email confirmation and see a parking pass appear in the PayByPhone app. This pass provides detailed information about your reservation and contains instructions on how to access your reserved spot + respective parking facility.

Note: In the PayByPhone app you will see historic, current, and upcoming reservations.

How can I enter and exit the facility?

Entry/exit instructions can vary between parking garages. Detailed instructions on how to access your parking garage are provided in your reservation’s confirmation email. You can also view instructions in the PayByPhone app under "When You Arrive".

We support partner garages with the following entry/exit methods:

• LPR (License Plate Recognition)

• QR code

• Bar code

• Manual/ on-site attendant

Do I need to provide my vehicle’s license plate number for a reservation?

When reserving a parking spot that uses LPR (License Plate Recognition) technology, you will be required to provide your license plate number. The PayByPhone app will automatically prompt you to provide this information when reserving a spot that uses LPR technology. Please note that some parking facilities may also require your license plate number for security reasons.

How do I change the vehicle associated with my reservation or modify my reservation?

If you made a mistake or would like to change the vehicle license plate number associated with your reservation, please be wary of the date and time you have reserved. You will not be able to modify vehicle details if the start time of your reservation has elapsed at the current time. If your reserved time is still in the future, cancel your existing booking and place a new reservation with the correct vehicle information to amend your reservation.

What happens if I want to bring a different vehicle to the one confirmed at booking?

If you enter and exit the parking lot using a vehicle that has a different license plate number than the number you provided when making the reservation, you may be charged or fined. If you are going to use a different vehicle than the one displayed in your confirmation receipt, please modify your reservation to avoid surcharges.

How do I present my pass on-site?

Almost all locations accept a mobile pass, which means you can use a smartphone or other device to scan-in to a facility or show proof of purchase to an attendant. Your pass is included in your reservation’s confirmation email. Be sure to verify access instructions on your pass ahead of time.

Note: If your location does not accept mobile passes, you'll need to print the pass before leaving the house (very rare). Your confirmation email will let you know if this is required.

Are there any restrictions or disclaimers I need to be aware of?

The parking pass includes disclaimers to provide additional, important, need-to-know information. See some common disclaimers below:

• Parking outside of your pass time frame will result in additional fees on site.

• Please display your parking pass on your dashboard if there is no attendant on-site and your reservation requires a printed copy (per instructions in your confirmation email).

• Additional fees may apply for oversize vehicles.

• No re-entry; the pass is good for one time in and out only unless stated otherwise in your confirmation email.

• If parking overnight, you must drop off and pick up your vehicle within the following hours: Mon-Sun 6:00 AM-10:00 PM

What happens if I have an issue with my pass during entry or exit?

You can press the call support button on your parking pass to receive on-demand assistance from our knowledgeable support staff.

Do I have in-and-out privileges?

In most instances, no. If a specific parking facility allows for you to come and go during the reserved timeframe, you'll see a "Reentry Allowed" amenity icon listed in your pass. Passes can be viewed in the PayByPhone app or in your reservation’s confirmation email.

Can I extend my parking stay?

Unfortunately, you cannot extend a reservation when it is about to expire (Reservations is still a beta feature). You can, however, place a new reservation for the required time assuming there are available parking spots at that time.

 

What happens if I exit the parking lot later than my confirmed booking time?

If you exit the parking lot after the end time of your reservation, you may be charged the cost of additional parking time when exiting.

How do I exit the parking lot?

Follow the instruction on your parking pass and follow Exit signage posted in the facility to leave the parking garage. If you are not able to exit the premises, you may have an outstanding charge for overstaying your reservation. If you have any issues settling up or leaving the parking facility, please call customer support for assistance. The fastest way to contact support is by clicking the Contact Support button on your parking pass.

What happens if I exit the parking lot earlier than what I pre-booked?

No refund will be issued if your stay is shorter than the booking period, given that a parking spot was occupied and could not be reserved by other drivers.

Can I make a reservation with guest accounts?

Only registered PayByPhone users can place reservations at this time. Guest users will be required to register for a PayByPhone account to use Reservations.

Note: Registering for a PayByPhone account is free and can be completed in 30 seconds. If preferred, you can also use SSO (single sign-on) using Facebook & Apple login to create an account.

Why can't I see any parking garages available for reservations in my area?

Reservations are only available in Seattle while the feature is in beta. We apologize for any inconvenience and appreciate your patience while we work to increase our coverage.

Why can’t I make a reservation on my Android phone or on the PayByPhone website?

Our Reservations feature is only available on our iOS app while in beta. We will be releasing this feature on our Android & Web apps in 2021.

I arrived at the lot and there was no space! What do I do?

Please check all available signage and confirm with an on-site attendant (when possible) that there are no spaces left. Please also note that we have partnered with ParkWhiz in order to provide our Reservations service. This means that your parking spot may be in a ParkWhiz indicated area of the parking facility.

If you are unable to park at your chosen garage or lot because it is full, you are entitled to a full refund of your Parking Pass. When in doubt please contact our Support Team, noting the timestamp you attempted to park but could not, and your Parking Pass number. You can do this by clicking the “Contact Support” button on your parking pass.

For more information please visit https://help.parkwhiz.com/en_us/oversold-S1S4lcGgH.

Something happened to my vehicle, who can I discuss this with?

Since we do not own or operate any locations, all damage or theft claims must be filed directly with the parking provider. If you have not already filed a report, we recommend emailing the management company directly to begin that process. There must be an established paper trail with the facility and it's best if one is filed before you leave the facility. Additionally, in case of theft, you should contact the Sheriff's office to file a claim with them also.

For more information please visit https://help.parkwhiz.com/en_us/property-loss-damage-rJ3X0k3Ym.

The location instructions were sent to an email address that I can no longer access. Is there anyway else to get these details?

Your reservation information is also available in your parking pass found within the PayByPhone app. Please contact support if you have difficulty accessing your parking pass.

I cannot find the lot, whom should I call?

First, check your parking pass for the provided directions, photos, and description of your parking location. GPS will guide you to the general vicinity of your spot, but you should follow the directions included with your parking pass to find the parking entrance. If you tap on "get directions" directly from your in-app pass, you'll be routed directly to the facility entrance via the navigation app of your choice (e.g. Google Maps).

If need be, please contact our customer support line by tapping “Contact Support” in your parking pass. We do not offer refunds in the case that you couldn't find your reserved facility, nor if you opted to park elsewhere.

Can I change my time frame before purchasing?

Before you confirm a purchase, you can change the time frame of the parking. If you've already paid for a parking pass, and need a different time frame, you'll want to cancel your original booking and re-book a new pass.

My pass is not scanning and the parking gate won’t open, what do I do?

If your pass validation steps include something like “Scan pass at entry/exit” but the scanner doesn’t seem to recognize your pass, please:

• Verify you’re at the correct location and arriving after the start time and before the end time on your pass.

• Ensure your smartphone’s screen brightness is 100%.

• Read the directions on your pass carefully; some equipment requires a specific distance or angle at which you’ll need to hold your phone for the scanner to work.

• If you’re using a paper printout, please open your pass on a smartphone from your confirmation email and attempt to scan on your smartphone.

If your pass still won’t gain you entry to the facility, make note of the error you’re getting from the scanner, then pull a ticket and park.

Once you return to your car later to leave the parking facility, try scanning again to exit. If this doesn’t work, press the “Help” button at the gate to speak with a remote attendant and let them know you have a ParkWhiz pass. They’ll ask for your information and manually open the gate for you.

Are there discounts for EV parking?

Certain lots may have different pricing available for electric vehicles.

Do you offer motorcycle parking?

No. Many facilities, especially those that provide valet parking, will not accommodate a motorcycle at all.

How do I know if I can park overnight?

Adjust the time-frame of your search with the dates and times that fit your plans. After the adjustment, you'll only see parking locations that can accommodate your given overnight time-frame.

Some locations that allow overnight parking are unattended overnight, meaning your car can stay but you won't be able to access it until the following morning. Any location that closes overnight will contain a disclaimer displaying the operating hours, so you can know before you buy.

I have a handicap decal, do I get a discounted rate?

Some locations offer handicap-accessible spaces but not handicap specific discounts.

I have feedback about the facility, can I provide a rating?

Not currently but we may support this feature in the future.

I accidentally canceled my parking reservation.

Once a pass is canceled, you can book the same parking again if still available. You cannot "un-cancel" a pass.