PayByPhone faq

setting up & managing PayByPhone accounts

  1. How do I set up an account?
  2. I'm trying to create an account online - why does it say user exists?
  3. My account has been suspended - what does this mean and what can I do?
  4. Can I have more than one account?
  5. Can I change my account number?
  6. Can I change my PIN?
  7. I don't want a PIN - do I need to have one?
  8. How do I change my personal details and settings?
  9. How do I cancel my account?
  10. Can I have more than one vehicle on the same account?
  11. I'm self-employed and VAT registered - should I register with PayByPhone as a business user?
  12. Why do some receipts have no VAT?

using my paybyphone account

  1. Can I cancel a parking session early and get a refund for unused parking time?
  2. What happens if I enter the wrong vehicle registration number or location number?
  3. I have only one car – do I need to enter its number plate every transaction?
  4. Do I always get a text confirmation when I pay by phone?
  5. What should I do if I don’t receive my confirmation text?
  6. What should I do if I don't get a text receipt?
  7. What is a text reminder?
  8. I didn’t receive my text reminder, will I still be charged for it?
  9. How do I cancel text reminders?
  10. How do I extend my current parking session?
  11. Why can't I add more time to my parking?
  12. What do I do if I receive a Penalty Charge Notice?
  13. My phone is out of action, can I still use PayByPhone?
  14. What happens if I can’t get through to the PayByPhone parking number?
  15. How do I select a different vehicle on my account when I pay for parking?
  16. When paying to park, what units is the DURATION value in?

charges, payments & receipts

  1. Is there a charge for PayByPhone?
  2. How will I know if my transaction has been successful?
  3. How do parking attendants know I've paid?
  4. I park in the same car park most days. Can I pay in advance?
  5. What happens if I pay twice by mistake?
  6. How is my payment taken when I pay for parking by phone - does it appear on my phone bill?
  7. Do I have to enter my card details every time I want to park?
  8. Can I change my card details?
  9. Can I have more than one credit or debit card on the same account?
  10. How do I get a parking payment receipt?

Security

  1. Is it safe to do a credit card transaction on a mobile phone like this?
  2. What extra steps can I take to safeguard my account?
  3. What happens if my card is stolen or used fraudulently?
  4. What happens to my credit/debit card and mobile phone details?

 


 

setting up & managing accounts

 
  1. How do I set up an account?
    1. By filling in the online form

    2. You can download the FREE PayByPhone app and register a new account.

    3. You can go to m.paybyphone.co.uk and register via the PayByPhone mobile website.

    4. By calling the automated line advertised in PayByPhone locations and following the automated touch tone system.

  2.  

  3. I'm trying to create an account online - why does it say user exists?
  4. The mobile number that you are using has been registered with PayByPhone before. If you have been using this phone for some time, you simply need to click on 'forgot pin?'on the log in page to retrieve your PayByPhone PIN.

    Once you have received your PIN please wait 30 minutes before logging onto your PayByPhone account to check and amend details of your payment card and vehicle registration.

    If you have a new mobile phone, the number has most likely been registered with PayByPhone by the previous owner. To resolve this please contact us by sending an email to uksupport@paybyphone.com or call us on 0330 400 4357. 

  5. My account has been suspended – what does this mean and what can I do?

  6. This usually means that you have entered an incorrect PIN when you have tried to log into your account. Please go to the log in page and click on 'forgot pin?' to retrieve your PayByPhone PIN.

    Once you have received your PIN, please wait 30 minutes before logging onto your PayByPhone account. If this does not work, please contact us by email at uksupport@paybyphone.com.

    Your mobile phone number is your PayByPhone account number.  If you have more than one mobile phone you can have an account for each one. 

    However, if you have more than one vehicle, you can register any number of these on one account. 

  7. Can I have more than one account?

    Your mobile number is your PayByPhone account number, therefore if you have more than one mobile, you can have an account for each one.

    If you have more than one vehicle, you can register any number of these onto one account.

  8. Can I change my account number?

    No, if you change your mobile phone number, you will need to open a new account using the new phone number.  Please keep your old account open until you have downloaded and saved all your PayByPhone parking receipts.

  9. Can I change my PIN?

    Your PIN number is automatically set to the last four digits of the credit or debit card registered on your account but you can change this simply by logging into your online account and choosing ‘Profile’ then select ‘Click here to change PIN’.

  10. I don't want a PIN - do I need to have one?

    In order to protect your account details, we will always ask you for your PIN number (or the last 4 digits of your credit or debit card) when you login to your online account, or call the PayByPhone service from a phone which was not originally used to set up your account. We will also ask you for your PIN when you change any of your account details. However, when you simply want to park under your original account, you will not be asked for your PIN (default setting). If you wish to change this setting so that your PIN is requested each time you park, you need to login to your online account, click on ‘Profile’ and change your account preferences accordingly.
     

  11. How do I change my personal details and settings?

Log into your PayByPhone account on line or via the PayByPhone mobile web or app, and click on ‘Profile’ to change your details.You can also call the PayByPhone number and select the relevant option from the ‘Other Options’ menu.

9.  How do I cancel my account?   

Log in to your online account, click on ‘Profile’ and select ‘Delete Account’. 

10. Can I have more than one vehicle on the same account?

Yes, there is no limit to the number of vehicles that you can add to your account.  To add another vehicle you can simply:
1) Login to your PayByPhone account. Click on ‘Profile’ if on the PayByPhone website, or 'Options' then 'Vehicle' if using the mobile web or PayByPhone app.
2) Call the PaybyPhone number, press * for more options and then select ‘change vehicle details.’
The PayByPhone system automatically defaults to either the last vehicle parked or the last vehicle added to the account.  When paying to park, always listen to or check the parking confirmation message and make sure that you have selected the correct vehicle before confirming your parking transaction.

11. I’m self-employed and VAT registered, should I register as a corporate account user?

No, you should register for a personal account.  You can set up your account to send free email parking receipts to your email inbox or you can view your receipts online at any time.  Simply login to your PayByPhone account to see your 'parking transaction history'.

To download receipts, simply select the appropriate time period and tick the receipts that you want to download.

12. Why do some receipts show no VAT?

VAT is only chargeable when you have paid to park in off-street locations such as a car park.  If you are parking on a street, no VAT is chargeable.

If VAT has been included in the parking charge, this will be itemised on the parking receipt.  If no VAT is present, this is because you have parked on a street and no VAT is due.

 


 

using my PayByPhone account

  1. Can I cancel a parking session early and get a refund for unused parking time?

  2. Yes but only when you are parking in Westminster. To cancel and get a refund send 'STOP' to 65565 and you will receive a text back confirming that your session has been cancelled. 

    If you are parking outside of Westminster, you can only cancel a parking session and receive a refund when you take the following actions:

    If you send STOP after 5 minutes has passed, the parking session will not be cancelled. 

  3. What happens if I enter the wrong vehicle number plate or location number?
  4. Once a transaction has been confirmed you cannot change any of the details.  To pay correctly, you should first complete another transaction using the right details and then contact us at uksupport@paybyphone.com or by calling 0330 400 4357. 

    Please report the error immediately, as we cannot guarantee a refund after the expiry of paid for time.

  5. I only have one car – do I need to enter its number plate every transaction?
  6. No.  The number plate that you enter is saved to your account until you choose to remove it; and is available for selection every time you park.  

  7. Do I always get a text confirmation when I pay by phone?
  8. You receive a free text confirmation when you pay to park by text message.  If you pay by calling the number, using the PayByPhone app or mobile web, you do not receive SMS confirmation texts. 

    If you do not pay by text, but you want to receive a text message, you can opt to have a text receipt sent to you for each parking transaction. To do this, you need to change the text settings in your PayByPhone account. Please note there is a service charge for each text receipt that you receive, please check the signage where you are parking for the amount chargeable.

  9. What should I do if I don’t receive my confirmation text?
  10. In the unlikely event that you do not receive your confirmation text within 5 minutes of paying for your parking by phone, you should call the PayByPhone parking number.  Press * then option 7 to speak to our customer service team who will confirm the payment status.   

  11. What should I do if I don't receive a text receipt?

    The text receipt is sent to you once your payment has been authorised.  If you do not receipt a text receipt please check that your payment has been successful by calling the PayByPhone number or checking the PayByPhone app.  You should also check that you have selected text receipts in the text settings of your account.   

  12. What is a text reminder?
  13. A text reminder is a text message that we send to your mobile phone 5 - 10 minutes before your parking session is due to expire. 

  14. I didn’t receive my text reminder, will I still be charged for it?
  15. You are charged for all text messages that we send, even if they are delayed or cannot be delivered due to network problems.

    The delivery of text messages is dependent on your mobile phone network. Delayed delivery times or non-delivery can occur if your network is experiencing problems. 

  16. How do I cancel text reminders?
  17. You can log onto your PayByPhone account online or by using the mobile web or app.  Select the option to update your text settings to de-select text reminders. 

    You can also call the PayByPhone parking number and press *(star) for more options followed by option 4 to change your text settings.

  18. How do I extend my current parking session?
  19.  If paying with a phone call: simply call again before the expiry of your current parking session and press 1 to add more parking time. Enter the duration you wish to park up to any maximum stay period. This 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 duration you wish to park for plus your three digit security code (CVV2 code). This duration will automatically be added to your existing parking session at the location you initially paid for. 

    If paying by mobile web or app: click on Park Again and tap to extend.  Enter the duration that you wish to park for up to any maximum stay period. This will automatically be added to your existing parking session at the location you initially paid for.

  20. Why can't I add more time to my parking?
  21.  There may be local parking restrictions that do not allow you park for the time you want to.  For more information on parking restrictions please check the council or parking operator parking signs. 

  22. What do I do if I receive a Penalty Charge Notice (parking ticket)?
  23. Check the ticket to see the reason for its issue.  You should then log into your PayByPhone account and view your parking receipts to confirm details of the payment you have made. 

    If you wish to challenge your parking ticket (Penalty Charge Notice) you must follow the instructions on the back of the parking ticket

    If you are challenging the ticket because you have paid using PayByPhone, please provide copies of your PayByPhone parking receipts to the council or parking operator.  They will contact us to confirm details of your payment.  

  24. My phone is out of action, can I use another phone to PayByPhone?
  25. If you cannot use your mobile phone to pay for or extend a parking session, you can phone the PayByPhone number from a landline. Please note:

    • If there is a PayByPhone account registered on the landline number you are calling from, you will need to press * (star) to select another account and then 2 to enter your 11- digit mobile phone number. 

    • If the landline number is not registered with PayByPhone, you will simply need to enter your mobile number when prompted.

    You can also register and pay using other payment methods such as online, mobile web or apps.

  26. What happens if I can’t get through to the PayByPhone parking number?
  27. If the PayByPhone number is unavailable you can still register for PayByPhone and pay for parking using the following methods:

    Apps and mobile web

    Go to m.paybyphone.co.uk to use the mobile web or download the free PayByPhone app from your app store.

    Text

    To register, send a text message containing REG followed by your vehicle registration number to 65565.  We will call you back to complete registration and payment.

    To pay, text the location number, parking duration and your CVV number to 65565.

  28. How do I select a different vehicle on my account when I pay for parking?

    The  PayByPhone service automatically defaults to the last vehicle parked or the last vehicle added to the account. You can select another vehicle that has been saved on your account or add a new vehicle in any of the following ways.

    Calling the PayByPhone number

    If the first vehicle read out to you is not the vehicle you wish to park, you can choose the option to select to park another vehicle. You will then be provided with the list of vehicles on your account, or you can choose to add another.

    Using the text message service

    Add the vehicle that you wish to park to the end of the text. The text message needs to contain the location number, the duration of your parking, the security code and then the registration number.

            e.g. LOCATION DURATION CVV2 NUMBER PLATE.

    When parking by text message, you can only park vehicles which have been previously registered to your account. To park a new vehicle you will need to add the number plate to your account by calling us or accessing your PayByPhone online, via the mobile web or smartphone app.

    Mobile web and app

    You can select the vehicle that you wish to park from the vehicle drop down list. To add another vehicle select 'Edit' next to the drop down list or if you have not started to enter the transaction details select 'Options' from the top right hand corner and then 'Vehicles'.

  29. When paying to park, what units should I enter the Duration value in?  

    The parking duration can be in days, hours or minutes, dependant upon the parking tariff where you are parking.  Please check the parking operator signage for details of the durations available.

When parking by text message, you can specify the duration as follows:

  • 1m=1 minute
  • 1h = 1 hour
  • 1d = 24 hours

If you are using the IVR service, you will be asked to enter the duration applicable to where you are parked.

If you are using the mobile web or app, you will be presented with the duration units for where you are parked. 

 


 

charges, payments & receipts

 

     

  1. Is there a charge for using PayByPhone?
  2. In some areas you will be charged a service fee on top of your parking charge. 

    When you pay by calling the PayByPhone number, you will be told what the service fee is for the location where you are parking before you commit to complete the parking payment.

    When you pay by mobile web or app, the service fee will be displayed next to the parking fee on the confirmation screen.

    If you pay by text, your confirmation text will tell you the amount of the service fee.  You have the option to cancel the parking session by texting STOP to 65565  within five minutes of sending your payment.

    In all cases, your network provider will make call charges in line with your price plan. We have also made the decision to change most of our telephone numbers to local rate numbers in order to make it cheaper for the customer.

     

  3. How will I know if my transaction has been successful?  
  4. If you pay by calling the PayByPhone number, you will be told ‘your vehicle has been parked’ once your payment has been authorised and completed.  If the payment does not complete, you will receive a notification via text message.

    If you pay by mobile web or app you will see a parking confirmation screen once the transaction has completed.

    If you pay by text message you will receive a free text confirmation within five minutes.  If you do not receive your confirmation text, your parking sessions may not have been authorised and we would advise you to call the PayByPhone parking phone number and opt to speak to a customer service advisor who will be able to confirm the payment status.

     

  5. How do parking attendants know I’ve paid?
  6. Civil Enforcement Officers have a handheld device which enables them to check any PayByPhone transactions. In order to check whether you have a valid payment in place they search via your vehicle registration number, this will then provide them with the expiry time of your parking session.

     

  7. I park in the same car park most days. Can I pay in advance?
  8.  

    No, unfortunately you cannot pay in advance for parking with PayByPhone. You pay per session and the parking starts when you complete the transaction. One of the reasons for not allowing pre-payment is the car park might be full and you’d be charged without even finding a space. But you can use PayByPhone for season tickets at railway station car parks and others that offer the service. More details will be available at each location.

     

  9. What happens if I pay twice by mistake?
  10. If you have paid twice for the same parking transaction, you may be entitled to a refund. Please contact us at uksupport@paybyphone.com and we will email the council or parking operator with the details.  If they authorise a refund, the money will be put back onto the card registered in your account. 

    Please note that you can check all your transactions by logging into your online account and clicking on My Transactions to view your parking receipts. 

     

  11. How is my payment taken when I pay for parking by phone – does it appear on my phone bill?
  12. No – when you set up a PayByPhone parking account, you enter your credit or debit card details for payment. These details are stored, and each time you park and pay by phone, the parking fee is charged to the card that you registered on your account. Parking charges will not appear on your phone bill, however, network charges for your calls and text messages will.  

     

  13. Do I have to enter my card details every time I want to park?
  14. No, once you have set up a valid credit or debit card, you only need to enter the 3-digit security code on the back of your card each time you pay for parking.

     

  15. Can I change my card details?
  16. For security reasons, only you can change your card details, the PayByPhone customer service team cannot do this for you. 

    To change your card details you must login to your account online or by using the mobile web and apps.  Click on 'options or ‘profile’ and amend your card details. 

    You can also call the PayByPhone number and select the relevant option from the ‘Other Options’ menu.

     

  17. Can I have more than one credit or debit card on the same account?
  18. No, you can only have one card registered to your account.

     

  19. How do I get a parking payment receipt?
  20. You can get a receipt by logging in to your online account and selecting the receipt from your transaction history.  You can also opt for an email receipt to be sent to you for all PayByPhone transactions.  Simply select the tick box and provide your email address in your account profile.

 


 

security

 

  1. Is it safe to do a credit card transaction on a mobile phone?
  2. Yes - you only have to enter your credit or debit 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 PayByPhone parking account can also be protected by a PIN of your choice.

    In addition, PayByPhone parking enables you to pay for your parking from the comfort and safety of your vehicle.

    In addition, every time a transaction is processed we require your three digit security code (CVV2 code) to ensure you are the card holder, we do not store this information and only when is it provided will we process a transaction. 

  3. What extra steps can I take to safeguard my account?
  4. In order to properly close down any secure login session, you should always completely close all windows on your browser. This advice also applies to all secure websites such as banks and credit card sites.

     

  5. What happens if my card is stolen or used fraudulently?
  6. You should follow the guidelines issued by your card provider to contact them for further action and advice.  Please be assured that access to your PayByPhone account is protected by the PIN that you were allocated or have set up on your account.  This ensures that no unauthorised person can access your account to make unauthorised changes or payments.


  7. What happens to my credit/ debit card and mobile phone details?
  8. The details that you enter to set up a PayByPhone account are encrypted and stored on a PCI compliant secure database. They are used solely for the purposes of paying for parking and receiving essential updates about the service and are never passed on to third parties. Please review our Privacy Policy

where can I use paybyphone?

where can I use PayByPhone?

did you know?

  • Like to receive a text reminder before your parking expires? Just log-in and check the ‘Send me a text reminder‘ box in your profile
  • Lost your PIN number – you can also log-in with the last 4-digits of the card that you registered