FAQ's Confirmations, reminders and top-ups

• How is my payment confirmed?
• What is a SMS reminder text?
• Do I always get a SMS confirmation text when I pay by phone?
• What happens if I don't receive my SMS confirmation text?
• Do I always get a SMS reminder text before my parking session expires?
• How do I extend my current parking session by phone?
• I didn't receive my SMS reminder, will I still be charged?
• I am receiving SMS reminder texts but don't need them - how do I cancel them?
• My SMS text reminder arrived too late, can I have a refund?
How is my payment confirmed?
If paying with a phone call: when you pay for your parking via our touchtone system the details of your parking transaction are announced before you confirm payment. If you are happy that all the details are correct, press 1 to confirm payment.
If paying by SMS text message: when you pay by SMS text you automatically receive an SMS confirmation text detailing your parking transaction.

What is a SMS reminder text?
A SMS reminder text is a message which is sent to your mobile phone 10 minutes before your parking session is due to expire.

Do I always get a SMS confirmation text?
No –SMS reminder texts are optional only.  This service is set up as a default but you can choose to opt out of the option to have an SMS reminder text by changing the settings of your account either via options within the automated line or from your online account.  Please note there will be an additional 10p service charge for each SMS reminder text you receive.

What happens if I don't receive my SMS confirmation text?
In the unlikely event that you do not receive your SMS confirmation text within 5 minutes of paying for your parking by phone you should call the Pay by Phone parking number: 020 8127 0999.  The system will recognise your phone number and prompt you to extend your parking session if it has been registered on the system.  If there is no record of your parking session, it will ask you for a location number to commence a parking session.  Alternatively, you can opt to speak to a Customer Service Advisor who will be able to confirm whether or not your initial payment was registered.

Do I always get a SMS reminder text before my parking session expires?
No –SMS reminder texts are optional only and it will cost 10p.  The system is set-up to automatically issue a text reminder but you have the option of de-selecting this if you wish either via options from the automated line or from your online account.

How do I extend my current parking session by phone?
If paying by a phone call: simply call again before the expiry of your current parking session and press 1 to add more parking time.  Enter the number of additional hours (e.g. 1 for an additional hour) you wish to park for.  The time will automatically be added to your existing parking session at the location you initially paid for.
If paying by SMS text message: simply send another SMS text with the number of extra hours (e.g. 1 for an additional hour) you wish to park.  The time will automatically be added to your existing parking session at the location you initially paid for.

I didn't receive my SMS text reminder, will I still be charged?
The delivery of SMS texts is dependent on your mobile phone network.  Delayed delivery times or non-delivery can occur when your network is experiencing problems.  Any SMS texts issued by the Pay by Phone parking system are sent immediately and are registered against your account, therefore will be charged.
If in the unlikely event that your request for an SMS reminder text does not register on our system, you will not be charged.

I am receiving SMS reminder texts but don't need them - how do I cancel them?
Call the Pay by Phone parking number: 020 8127 0999 and before paying for your parking, select “other options” and then select “change your text settings”.

My SMS text reminder arrived too late, can I have a refund?
The delivery of SMS texts is dependent on your mobile phone network.  Delayed delivery times or non-delivery can occur when your network is experiencing problems.  Any SMS texts issued by our Pay by Phone parking system are sent immediately and are registered against your account at the time they were sent.  If you wish to check the time your reminder was sent, you need to call the Pay by Phone parking number 020 8127 0999 and select the Customer Service function from the options menu.
If once you have checked you believe that you are entitled to a refund, please contact Parking Services directly on 020 8379 3597 Mon-Fri 8am to 5pm.
 

This document was last updated on 2008-12-03 16:59:04 published by the traffic and parking team. Document Reference:LBE_133459