1. I'm trying to create an account online but it keeps saying user exists. I've never signed up before, help!

If you get a message that ‘user already exists’ it means you may have attempted to sign up over the phone before and were not successful or the previous owner of your telephone number had created an account and failed to delete it. To rectify the situation please call the Park Scan & Go Customer Care line at 1-866-783-7787 x 300 or write to

 

2. How do I remove the text message reminder feature from my account?

If you no longer wish to receive parking reminders, please log in with your 10 digit mobile number and PIN. Once logged in to your account, change the Wireless Carrier to "No Text Reminders'. Through the automated service line, press * for more options and select "Change text messaging settings".

 

3. I have more than 1 vehicle plate number on my account. How can I make sure the correct vehicle is being parked each time?

The vehicle license plate you last parked with will automatically default as your current license plate. If you wish to change it, after the Park Scan & Go System repeats your parking information and asks you to confirm by pressing 1, wait for the prompt that says ‘to change, press 2’. You will then have the option to change the vehicle being parked.

 

4. How can I change my cellular phone number that is registered as my account?

For security purposes, users are unable to change the mobile number for their account online. New mobile numbers require that a new account be created and the old account closed down. Please write to support@parkscanandgo.com or call in to the Park Scan & Go Customer Care line at 1-866-783-7787 x 300 if you require assistance closing an old account.

 

5.How can I change the PIN for my account?

Please log-in to your account with your current PIN. Once logged in you have the option to change the PIN for your account.

 

6. Can I add another phone number to my account?

The phone number you registered with is your account number and therefore can not be duplicated or linked to another phone number. However, you are able to create other accounts under different mobile phone numbers and use the same credit card and license plate information..

 

7. How do I delete my account?

Please write to support@parkscanandgo.com or call our Customer Care line at 1-866-783-7787 x 300 to have your information removed from our database.

 

8. How do I obtain a parking receipt?

To view and print off parking receipts, please log in to your Verrus account. Upon logging in, you will be directed to your transaction history report. Select the date or dates you wish to view and either print off the page or export it to an excel spreadsheet.

 

9. What do I do if I have a Blackberry or another device with a QWERTY keyboard?

We advise customers who use a Blackberry or other device with a QWERTY keyboard to set up their account online in advance wherever possible. However, if you have a Blackberry or other device with a QWERTY keyboard and need to set up an account on-street, you can call the Pay by Phone number and press * to speak to a customer service advisor who will help you set up an account.

 

10. I parked using the wrong location code, how do I change it?

Users are unable to change any parking transaction details once the parking transaction is confirmed. If you have parked under the wrong location, vehicle license plate or parking stall number, please start a new parking transaction with the correct details. Please note that refunds for duplicate parking transactions are subject to the refund policies laid out by the Parking Operator. If you require a contact number for your Parking Operator then please call 1-866-783-7787 x300 during office hours to be provided with the correct information.

 

11. I have more than 1 vehicle plate number on my account. How can I select a different one each day?

The vehicle license plate you last parked with will automatically default as your current license plate. If you wish to change it, after the Park Scan & Go System repeats your parking information and asks you to confirm by pressing 1, wait for the prompt that says ‘to change, press 2’. You will then have the option to change the vehicle being parked.

 

12. If I don't have my cellular phone on me can I use another phone to call in to pay for parking?

You are able to use any phone to call in to pay for your parking. Just call in to the automated service as usual, where you will be prompted for your 10 digit account number (mobile number) and 4 digit PIN. If you are not asked for this information, then press * for more options and select the option to choose another account, as this means the phone you are calling from is already associated with a Park Scan & Go account.

 

13. What phone number do I call to start a parking transaction?

The automated service line that you call in to is dependant on region. All Park Scan & Go locations have the phone number posted on signs and parking meters.

 

14. How do I know if Park Scan & Go is offered at a particular lot or meter?

A payment is successfully processed if after confirming the transaction by pressing 1, you hear ‘Payment Successful”. If you failed to hear this confirmation, just call back in to the automated service line. If you have a live parking session started then the system will tell you when your parking expires. If not, then assume your parking session has not started.

 

15. How can I find out if my parking was processed?

If you get a message that ‘user already exists’ it means you may have attempted to sign up over the phone before and were not successful or the previous owner of your telephone number had created an account and failed to delete it. To rectify the situation please call the Park Scan & Go Customer Care line at 1-866-783-7787 x 300 or write to

 

16. I left the parking meter before it expired and now I want to park at another meter but the Park Scan & Go System won't let me, what can I do?

If the meter you were parked at still has time left on it, you can start another parking session by calling back into the automated service. Wait for the prompt that asks you to press * for more options. The next prompt will be “To purchase other parking press 1.

 

17. I can't add more time to my parking, why?

Chances are you are trying to exceed the maximum parking restrictions for the meter or lot that you are parked at. Park Scan & Go customers are subjected to the same parking restrictions as customers who pay through the meter. For more information on parking restrictions or by laws, please contact the parking company or enforcement office.

 

18. The rate Park Scan & Go is charging me is different from the posted rate at the parking lot, what can I do?

The parking rates for Park Scan & Go are the same as the rates posted at the parking lot or meter, aside from the Park Scan & Go service fee. The parking company adjusts the rates on our system as the rates at the parking lot change. For rate discrepancies, please contact the parking company as they will need to make the proper adjustments to insure the correct payment is processed.

 

19. What is the service fee for using Park Scan & Go?

Service fees range from $0.00 to $0.45 depending on the Vendor you park with and the services you use (i.e. text message reminders, receipts etc.) The system will confirm back the total cost upon each transaction.

 

20. The parking meter is out of order/ate my coins/ did not print out a receipt:

Park Scan & Go can not issue refunds or credits for payments made through the meter, and you will need to contact the parking company to seek reimbursement or inform them of the broken meter.

 

21. I received a parking violation but I paid by phone. What happened?

Park Scan & Go does not handle ticket violation disputes in our office; although we can confirm that payment was successful as well as help out with any errors that may have occurred. A wrong location number, a payment not confirmed properly, a wrong license plate or a stall number entered in incorrectly are all variables that may warrant a parking ticket.

If all of the information on your parking payment was correct, then the best way to dispute the violation is to contact the parking company directly. The parking company will be able to pull up your parking payment just by querying your license plate or mobile phone number in the system.

 

22. I didn't receive my SMS reminder text, why not?

The delivery of SMS texts is dependent on your mobile phone network. Park Scan & Go sends a text reminder to your Wireless Carrier’s gateway, who in turn send it to your cellular phone approximately 7 minutes before you parking is due to expire. Delayed delivery times or non-delivery can occur when your network is experiencing problems. If you are not receiving these reminders, first verify that the Wireless Carrier set on your account is correct by logging in. If the information is correct, then we ask you to contact your phone company.

 

23. Why am I being asked for my CVV code?

To maintain high security standards when processing your credit card, a new feature has been enabled at select locations. Imperial Parking (Impark, Metro and Advanced Parking) has made CVV code entry mandatory. Each time you use the Park Scan & Go system, you must correctly input your CVV code. The CVV code is the 3 digit number on the back of your Visa/MC, and 4 digit number on the front of your Amex. This policy currently extends to both personal and corporate accounts.

 

24. I’ve paid by phone but the meter did not update?

In most cases, the meter does not update when you pay by phone. Your parking transaction details are automatically displayed on a separate device used by the parking officer.

 

25. Is it safe to make payments like this via a mobile phone?

Yes! You only have to enter your credit or card details when you first set up an account. These details are encrypted and do not have to be entered, displayed, or spoken during a transaction. Your Park Scan & Go parking account can also be protected by a PIN of your choice.

 

26. The instructions on the meter at the parking lot say I need to display a paper receipt on my dashboard ? does that still apply when I pay by phone?

These instructions apply to coin or card payments into a meter only. When you pay by phone you no longer need to look for a machine as you can simply pay from your vehicle or while you’re on the move.

 

27. My phone battery has run out. How can I pay for or top up my parking?

In the event that your battery runs out before you manage to pay for or extend your parking session, you can try calling from a nearby landline and manually entering your 10 digit mobile phone/account number, otherwise you must pay by coins in a meter or coins or by card in a Pay and Display machine where available.

If your battery runs out mid-transaction, your payment will not have been confirmed and you will need to pay for your parking by alternative means, as above.

 

28. I have a personal account as well as a business account attached to my mobile phone number, how do I know which account is going to be charged for parking?

The Park Scan & Go system will always inform you what account is being charged before you confirm the transaction. You will either hear, “…on your business account” or “…on your personal account”. If you need to change the account being charged, rather than confirming the transaction press “2 to change” where you will then have the option to change vehicles.

 

29. I have a new license plate/phone number, what do I do?

Please contact your Account Administrator for any account changes or updates.

 

30. I am being prompted for a credit card number, why?

There are 2 reasons why you may be prompted for a credit card #

1. You chose to park under a Personal Account, and if you don’t have a personal account set up you do not have a credit card attached to your account. You will need to call back in and park under a Business Vehicle

2. The credit card attached to the Business Account is invalid. In this instance you will need to contact your Administrator as soon as possible so that they may update the credit card information for the account.

 

31 I am locked out of my account. Why? and What should I do?

If you are receiving the message that your account details are invalid or suspended, please consider the following points:

1. Ensure that you have the correct secret PIN/last 4 digits of credit card. To confirm you have the correct details, you can use the ‘forgot PIN’ link on our website or mobile website (parkscanandgo.com) login screen. You must wait 15 minutes from the last time you logged in unsuccessfully. This is an intentional security measure we have incorporated to maximize security

2. Ensure you are using the Park Scan & Go app, we have competitors that have applications that are designed similar to others.

3. Ensure that you are logging in with your 10 digit account (phone number), no spaces, no hyphens.

4. If the 10 digit account number fails, you may have signed up and added and used the +1 prefix. Try logging into the site with your phone number plus a 1 in front. For example, rather than 5552442424, you would input 15552442424.

5. Try logging into a different Park Scan & Go application to eliminate the possibility of an account issue. You can try parkscanandgo.com or www.parkscanandgo.com .

6. Check the version of the app you are using; please update to the most recent version of the Park Scan & Go application.

7. Did you recently have a failed transaction? It is possible that the failed payment has put the account in suspended status. A Park Scan & Go representative can check on this for you if you send your 10 digit mobile number. Please email This email address is being protected from spambots. You need JavaScript enabled to view it. .

 

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