Frequently Asked Questions

Registration

Why should I register? What are the benefits?

Registration is quick and simple. Once registered you can use Phone, SMS, Smartphone or Website parking. Any calls to our standard phone parking service are much quicker and simpler because we already know most of the details we need for your parking.

Does it cost anything to register for Phone Parking?

No, registration is absolutely free regardless of what device/service you use to register.

I haven't received my Activation Link

Please ensure that you have entered the correct email address to receive your Activation Link.

Do I have to store my card details?

When you use the telephone system to make a purchase, you have the option of storing your credit or debit card details for future use. If you choose not to store them, no details will be retained by any of our systems and you will need to enter the full details every time, including long card number, expiry date, card verification value and optionally start date and issue number. If you choose to store them, these will be held in compliance with the industry-accepted PCI/DSS standard in a secure datacenter, with the exception of card verification value which is never stored.

If you subsequently choose to register via our website (www.connectcashlessparking.com or www.apcoaconnect.com), you can choose to view VAT receipts associated with your purchases. Your account will be password-protected in line with data protection requirements and you will also be able to enter credit or debit card details online, for storage via the same secure mechanism, should you choose to do so.

Can I have multiple Vehicles on one account?

You can have multiple vehicles available with your account. This can be setup either by sending a message with "REG A123BCD" to 68680 or by entering the details (including make and colour) via the "My Account" section on the website. Additionally, you can use the smartphone application to update your vehicle list.

Company Mobile - SMS 68680

Please note that if you have a "company" mobile phone the company contract might well block the Connect Short Code of 68680.

The Short Code is not a premium number and is normally included within standard mobile phone contracts.

As part of the IVR registration process you will need to reply to the SMS Short Code (68680) with the world REG followed by your VRM. If your mobile phone contract blocks this facility you can add your VRM via the Smart Phone application or the Web Page or you could contact your local Customer Services Agent, contact details should be displayed at the location you have parked.

If you have sent us a reg message and it has not been delivered, it is most likely to be that your mobile phone network has blocked sending messages to this shortcode. If you contact the customer services team (via phone, email or our feedback form) they will be able to help by updating your purchase with the correct vrm.

How do I close my account?

To close your account with us, simply use our Contact Form to contact our Customer Service team who will be glad to help you.

Location Codes

What is a Location Code?

A location code is a 4 digit number that registers one of the partnered car parks where you can purchase your parking using any of the APCOA systems. (For example, 2346 = Blackpool South Pier)

Will I need to remember every Location Code?

No, each location code is sorted by area on our website, on the locations page, and VAT receipts allows you to look over any previously purchased parking for if you need to purchase parking in the same area.

Costs and Charging

What are the costs involved?

Registration is free. You don't need to enter your card details until you are buying parking and even then nothing will be charged until the purchase is confirmed. To use phone or SMS parking you will be charged the cost of your parking (as displayed on our website).

Are there any hidden costs?

No. All the costs are clearly outlined on our website location page. There are no hidden costs.

  • The headline cost is the parking cost
  • A convenience fee may be charged depending on location
  • SMS reminder and confirmation cost 10p each, if selected
  • Some locations charge extra to use credit cards
  • Some locations offer a discount for low emissions vehicles

What Payment Cards Do You Accept?

We accept the following card types, but please check with your local provider:

  • Maestro
  • MasterCard
  • MasterCard Debit
  • Visa
  • Visa Delta
  • Visa Electron
  • Solo
  • American Express (depending on your local provider)

Mobile Costs

Call costs will be dependent upon your Network Provider and your individual contract, please refer to your Network Providers pricing policy for any respective pricing tariffs.

SMS Reminder / Confirmation Costs

If you opt in for a Reminder or a Confirmation SMS, Connect will charge at a rate of 10 pence per SMS sent to you. Please refer to your Network Providers pricing policy for any other SMS charges and their respective tariffs.

What if I get over/undercharged?

If you feel you have been incorrectly charged for your parking, please contact us using the feedback forms on the website and/or Smartphone Application

Prebooking

Am I Guaranteed a Parking Space?

Unfortunately we cannot guarantee any parking spaces at any of our locations. To avoid disappointment it might be advisable to purchase your parking session whilst on site. Unfortunately we cannot refund any sessions purchased where a parking space is not available.

AutoPay

What is AutoPay?

AutoPay is a system driven by Automated Number Plate Recognition (ANPR) cameras. These are installed at participating locations and track vehicle movements into and out of car parks. Payments are taken automatically depending on the duration of stay in the car park. Please be aware each individual vehicle registration needs to be registered for AutoPay separately.

How does AutoPay work?

ANPR cameras capture number plate and date/time at the entrance and exit of car parks. If you are registered with the Auto Pay scheme, you tariff will be calculated based upon your entry and exit times for the Car Park and your account will be charged accordingly, this can take up to 15-20 working days after the initial Car Park stay. You do not need to do anything!

Do I need to pay by phone if I've signed up for AutoPay?

No ... once you've registered for AutoPay via the website, the AutoPay system will automatically use your details to take payments. It is then unnecessary to pay by phone via IVR, SMS, Smartphone or Web, provided you are using the applicable locations

Is AutoPay available at all car parks?

AutoPay is not available at all car parks but is available at a large number. Please refer to local signage to see if you can utilise the AutoPay system or refer to the following list:

  • Bristol Parkway
  • Charlbury
  • Cheltenham Spa
  • Chippenham Car Park 1
  • Chippenham Car Park 3
  • Exeter St Davids Main
  • Exeter St Davids Overflow
  • Exeter St Davids Wards Yard
  • Grand Arcade
  • Hanborough
  • Kingsgate car park
  • Manchester Victoria Station Car Park
  • Slough East
  • Slough West
  • Slough West Approach
  • Swindon Main Car Park
  • Swindon West Car Park
  • Taunton
  • Tilehurst
  • Tiverton Parkway
  • Tiverton Parkway Overflow
  • Tiverton Parkway Overflow 2
  • Twyford Car Park 2
  • Uckfield Station Car Park
  • Westbury

LatePay

What is LatePay?

LatePay is a system that allows you to pay for parking after-the-fact. It charges a premium for this service, so it's still cheaper to park in the regular way. However, it's less expensive than a Parking Charge Notice.

How does LatePay work?

LatePay is an adaptation of Web payments. It allows you to wind back the start date into the past, with all other aspects remaining the same as standard.

Is LatePay available at all car parks?

No, LatePay is available at specific locations. See local signage or check on the website LatePay purchase process for a list of participating locations. LatePay is currently available at the following car parks:

  • Bristol Parkway
  • Charlbury
  • Cheltenham Spa
  • Chippenham Car Park 1
  • Chippenham Car Park 3
  • Exeter St Davids Main
  • Exeter St Davids Overflow
  • Exeter St Davids Wards Yard
  • Grand Arcade
  • Hanborough
  • Kingsgate car park
  • Manchester Victoria Station Car Park
  • Slough East
  • Slough West
  • Slough West Approach
  • Swindon Main Car Park
  • Swindon West Car Park
  • Taunton
  • Tilehurst
  • Tiverton Parkway
  • Tiverton Parkway Overflow
  • Tiverton Parkway Overflow 2
  • Twyford Car Park 2
  • Uckfield Station Car Park
  • Westbury

Can I use LatePay for multiple days?

No. At present LatePay is limited to a single day up to 24 hours after the fact. This policy is likely to continue so a longer infringement will result in a Parking Charge Notice.

If I use LatePay, how long do I have before receiving a Parking Charge Notice?

This depends on the policy at each participating location.

Permits

What is a Permit?

Permits are a system in which you prepay for a longer stay at one of our locations. Rather than paying for a singular visit, a permit allows you to leave, come back and even allow other cars to park for a designated length of time (Usually a month or more)

Do Permits guarantee a space?

Permits do not guarantee a space. Spaces are allocated on a first-come-first-served basis at the locations. Permits are not applied to the spaces directly.

What are the Terms and Conditions?

Permits may only be used in accordance with the Terms and Conditions displayed in the car park.

Can a Permit be Refunded?

Refunds will be pro-rata, less an administration charge starting two working days after the email request .

How do I change my vehicle registration number on my parking permit?

You can change your parking permit valid for one month or more in real-time.  To update your details, please telephone customer services, check local signage for phone numbers between the hours of 8am – 8pm Monday to Friday, or 9am - 5pm on Saturday (excluding bank/public holidays), and notify them of your change of details.


Alternatively, you can send a SMS (text message) to update your vehicle registration mark (VRM) aligned with your parking permit.  Simply text ‘REG’ followed by your VRM to 68680.  For example: text ‘REG KT16STY’ to 68680.


If you do not change your vehicle registration number on your permit, the system will not recognise your pre-paid parking session and you will be liable to receive a parking charge notice (PCN)..


Please note that simply changing your default vehicle on the website or the Smartphone application will have no affect on the vehicle on your permit.

Web Payments

Web Payments

Web Payments are be available via the Connect website on selected locations.

If you navigate to the a location page and chose the buy option next to the respective tariff, this will take you through the purchase process.

Please note that web payments are not available for every location.

Website

Default Vehicle

Once setup, the vehicle at the top of the list is the default vehicle that will be used for IVR, SMS, Smart-phone and website transactions. In each case, you have the opportunity to select one of the other vehicles instead. You can change the default on the website/smartphone application.

Long Duration Permits – (Check Local Sites for Details)

Please check at local sites to find out what a Longer Duration Permit is, in some locations they could be called Permits or Season Tickets, they could be for a Quarter and longer.

Please note that changing the default vehicle only affects future purchases, it will not affect a current purchase/ session, E.G. if your location offers Annual Season Tickets and you have purchased one changing your default vehicle will not change the vehicle associated with that purchase and you could potentially be issued a parking ticket as you would have an invalid parking session.

Long Duration - Changing the Vehicle

In order to change the vehicle on a Longer Duration Permit you have two options:

  1. Contact Customer Services and they will make the change for you (contact details available at local sites).
  2. Alternatively, you can send a SMS (text message) to update your vehicle registration mark. (VRM) aligned with your parking permit. Simply text ‘REG’ followed by your VRM to 68680. For example: text ‘REG KT16STY’ to 68680.
  3. Website - View the Current Parking page on the website and any tariffs that can be changed will be editable through a dropdown menu.

Short Duration Sessions

Also please note that the vehicle associated with short-duration tariffs may not be changed, again please check local sites for details but they tend to be for one month and less.

Website Updates

New Look!

The Web Site was updated with a brand new look and feel in November 2017, this will hopefully give a better customer journey. The updates are based upon feedback from customer and clients who have used the Web Site over the past 12 months, we have attempted to take into account the productive aspects of the feedback and create a more customer friendly web site.

Phone Parking

What number do I call?

Call 01895 262 122 and follow the instructions to book your parking session. Or send SMS to 68680. If you can't access any of these you can use one of the other methods such as the website or the smartphone application.

Do I get a ticket when I use Phone Parking?

No we don't issue tickets, however the parking attendants will be able to check if you have valid parking by checking your car's registration via their handheld computers which are integrated with our back end database.

Can I get a VAT receipt for my parking?

Yes, if you are a registered user you can print VAT receipts once you are logged in to the website.

Do I need to register to use the service?

No you can simply call the Phone Parking number in your car park and use the system without being registered. If you choose to register you benefit from a fast track service.

How do I know my parking purchase is complete?

Your parking purchase is not complete until we have completed your parking transaction, which includes VRM confirmation taken via SMS at the end of the call. Additionally, the details will be present in your VAT receipts list, so if you are unsure you can check in there, or the "Current Parking" section of the smartphone application.

Where Can I use Phone Parking?

Look out for the Phone Parking signs and details in the car park or check out our locations page on this website.

What's The Difference Between Phone Parking and SMS Parking?

You can use either method it's just which suits you best. With Phone Parking you call the number displayed in your car park and you follow the instructions. You will be asked for your location and parking duration details.

Do I have to use a mobile phone with Phone Parking?

Yes you must use a mobile phone for either Phone or SMS parking. We also need to recognise your phone number so Phone and SMS parking do not work if you withhold your mobile number.

How Long Can I Park For?

Valid parking durations will be displayed in your car park. If you wish to extend your parking, you simply buy an extension via SMS.

On parking reminders, what does 'ask me' mean?

When you pay for parking via Phone Parking we will ask you if you want to receive a reminder shortly before your parking is due to expire.

It is not possible to ask you about reminders when using SMS.

How many live sessions can I have with my Mobile number?

Currently you can only have one live session with the Connect system per Mobile Number registered.

Landlines

Can you use a Landline Phone Number?

Yes you can use a Landline Phone Number to purchase parking through the system, but please remember that the phone/ service used must be capable of sending and receiving SMS messages in order to; Register via the Landline Phone and also receive SMS Reminders and Confirmations.

If I register by Landline?

If you register your account using a Landline Phone Number that number will be your account Phone Number.

How else can I Register?

If your Landline Phone Number cannot receive SMS messages you could register via the Smartphone Application or via the Website .Then once you have your account set up, you can switch your active number to your landline, but bear in mind you will not be able to receive SMS messages if your phone does not allow it.

SMS Parking

What number do I use for SMS parking?

For SMS parking send your SMS to 68680

How do I pay for parking by SMS?

Once registered, to buy parking simply send an SMS message to 68680 using one of the following formats:

  • park CVV
  • park CVV ParkingCode
  • park CVV ParkingCode LocationCode
  • park CVV ParkingCode LocationCode VRM

Where:

  • park is a keyword that means we know you are parking your vehicle.
  • CVV is your payment card's 3 or 4 digit security code (also known as a CV2 code).
  • Parking Code is the code for the number or days, weeks etc. that you are parking your vehicle for e.g. 801 = 1 Day, 802 = 2 days, etc. 60 = 1 Hour, 120 = 2 hours etc.
  • Location Code is a 4-digit code that refers to the location, as displayed on the website and local signage.
  • VRM is your vehicle registration mark.

Please note that the system works by remembering your parking from last time. So if you use the minimal "park CVV" message, the system will fill in the remaining parameters automatically, including ParkingCode, LocationCode and VRM from your previous purchase.

How do I extend my parking by SMS?

To extend your current parking, simply send another SMS to 68680 using one of the above formats, such as:

park CVV ParkingCode
So for example
park 123 801

Why do I need to register to use SMS Parking?

You need to register so that we have your details to be able to bill your card when you use SMS parking. It is not secure to send all of these in an SMS message, hence the need for prior registration.

What is my 'preferred vehicle registration'?

When paying for parking via SMS, if you do not enter in a vehicle registration, the payment will apply to your default vehicle registration. This is useful for if you need to quickly repurchase parking, but be careful if you are buying for a different vehicle.

What is my 'preferred location'?

When paying for parking via SMS if you do not enter in a location code, the purchase will apply to your previously used location. This will count as your preferred location until you buy parking in a new location,

What is the SMS short code?

This is the number to send your SMS message to when paying for parking via SMS. The number is 68680.

Please note that if you have a "company" mobile phone the company contract might well block the Connect Short Code of 68680.

The Short Code is not a premium number and is normally included within standard mobile phone contracts.

As part of the IVR registration process you will need to reply to the SMS Short Code (68680) with the world REG followed by your VRM. If your mobile phone contract blocks this facility you can add your VRM via the Smart Phone application or the Web Page or you could contact your local Customer Services Agent, contact details should be displayed at the location you have parked.

If you have sent us a reg message and it has not been delivered, it is most likely to be that your mobile phone network has blocked sending messages to this shortcode. If you contact the customer services team (via phone, email or our feedback form) they will be able to help by updating your purchase with the correct vrm.

SMS Settings

All SMS Options are available to be configured separately via the My Account Sections (SMS, IVR, Smartphone)

All SMS confirmations will require opting out either via the IVR or My Account Section

All SMS confirmations will now be charged (including purchases made via SMS) previously an SMS confirmation were previously free for SMS users

Smartphone

Smartphone

The APCOA Connect Smartphone Application is now available to download at iTunes and Google Play. The application will enable customers to pay for transactions and manage accounts via iPhone and Android Smartphones.

Android

The Android Smartphone application is available to download at Google Play.

iPhone

The iPhone Smartphone application is available to download at the App store.

Windows Platform

The Windows Smartphone application is available to download at the Windows Store.

Confirmations and Reminders

All confirmations and reminders consist of SMS messages sent on purchase or before parking expiry respectively. There are separate controls depending on whether you want them to be sent out for IVR, SMS or Smartphone purchase.

Smartphone Updates

Coming Soon!

The APCOA Connect Smartphone Application is getting a face lift! The new improved versions of the Smartphone Applications are aimed to be released soon. And will be available to download at iTunes, Google Play and Windows Stores. The new improved application has a whole look and feel and also provides a smoother customer journey which will enable customers to pay for transactions and manage accounts via iPhone, Android and Windows Smartphones.

Will my previous login from an older version of the application still work on this new application?

Yes, you will not need to re-enter any data from the previous versions of the application. Just update and login with the same credentials. Immediately take advantage of our new features.

Will any features be removed in the new application?

No, all the features from the old releases will still exist in the new release.

What features are being added in the new application?

The new updates will primarily focus on the look and feel of the application. As such updates will include:

  • Buying parking, managing accounts, and viewing VAT receipts will be easier than ever.
  • The biggest update in the new application is the GPS maps feature, that will allow you to find any APCOA supported locations that are near to you, and immediately purchasing parking for them.
  • We have also added a feature that allows you to repurchase the last thing that was bought with the application, to make your parking experience quicker.

Multiple Concurrent Purchases

How are multiple concurrent session treated within in the system

The system does not cater for multiple sessions purchased by the same account for different VRM's via the IVR, SMS and Web. If you wish to cater for this occurrence we would advise using the Smart Phone application. If you attempt to purchase multiple concurrent sessions for different VRM's via the IVR, SMS or Web your second purchase will be treated as an extension to the first session that you purchased. If you do indeed make this mistake please contact your local customer services provider.

Security and Data Protection

Is Phone Parking Secure? Is it safe to store my details?

Both phone parking and this website are fully secure; as we take the security of all your personal details very seriously. Our systems are rigorously tested and have been developed with encryption software and secure socket layer technology.

Online Details

When you register online or elect to store you details it is only necessary to enter your Payment Card details once.

PCI Compliance

Secure servers store them in a PCI DSS (Payment Card Industry Data Security Standard) compliant and accredited facility. Details are only accessed when you pay for parking, using secure encrypted links between our payment service and the major Banks.

PCI Compliance Certificate

The payment service is managed and maintained by our partner DataCash. A copy of the DataCash PCI DSS certificate can be viewed here: http://www.mastercard.com/gateway/common_datacash/pdf/Certificate_MasterCardDataCash_12082015.pdf

Privacy Policy

Our privacy policy could be view here. https://www.apcoaconnect.com/privacyStatement