New to “Phone and Pay”

1.What is ‘Phone and Pay’?

Phone and Pay is a new way to pay for parking. No ticket to display, no loose change needed, just your phone and payment card, and the booking is sent to the handheld of the Enforcement Officer –any paid vehicles are shown on the handheld instantly.

2.What are the benefits of “Phone and Pay”?

With Phone and Pay there is no need to worry about carrying loose change, or not getting change out of the pay and display machine! No longer will you need to display a ticket, and worry about it blowing off when you shut the car door! You can obtain receipts by logging in on www.phoneandpay.co.uk, change you vehicles details, payment details etc on the site as well. You can also book on the go, so if you are running for the train you can phone or use our smart phone app to make the payment.

3.How can I get started?

Register online by clicking here or call 0208 090 3595, or download the app from the App Store or Android marketplace. For the iPhone app, click here. For the Android app, click here.

4.I am unable to create an account as it says I am already registered?

Your mobile phone number is the account number. Input another mobile number which is yours and you can register under another account. If you are just looking to change your vehicle registration mark, dont worry, you can do it on your primary account.

5.Can I have more than one account?

Yes, if you are a corporate customer please contact us here and we’ll be in touch to make this happen.

6.How can I change my account number?

Visit our contact page or login in change your account number.

7.How can I change my PIN for my account?

Just login online and click the “change PIN” tab.

8.Will it be ok if I do not want a PIN?

For security reasons each account must have a PIN, which by default is the last 4 digits of the payment card you first used with the service.

9.My account is suspended, what can I do?

Please contact us here and we’ll be in touch to help you.

10.How can I change my personal details and account settings?

All user details can be altered via online login.

11.How can I cancel my account?

Please contact us here and we’ll be in touch to help you.

12.How can I change my vehicle details?

You can do this online, over the phone or through our phone apps.

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

Of course! We know that a lot of our users car share, add as many as you want online, over the phone or through our phone apps.

14.Im self-employed and VAT registered - can I register with “Phone and Pay” as a business user?

Yes you can, and as long as you input your email address, you’ll get VAT receipts emailed to you automatically every time your parking finishes.

Already registered with “Phone and Pay”

1. What if I have forgotten my PIN?

Try to log in using the last 4 digits of your payment card, as this is your default PIN. However if this doesn''t work go to the login page and select ''Forgot PIN?''. Enter your mobile number and select ''Send me my PIN'' and you will receive a text message shortly with your PIN number.

2.Can I cancel a parking session early and get reimbursed for the unspent time?

Phone and Pay is a method of payment for parking. We do not decide the rules of the parking. It would be the Local Authority or Parking Operator who decides what happens to unused time.

3.How can I halt a parking session if I have made a mistake?

Contact us on the phone number on the signs and choose the option to speak to customer services – or email us here.

4.What happens if I enter the wrong vehicle registration number?

Contact us on the phone number on the signs and choose the option to speak to customer services.

5.Do I need to enter my VRN plate before each transaction?

No. Our service will remember the last vehicle registration mark which was used on the account.

6.What happens if I enter the wrong location number or post code?

The Phone and Pay telephone service always confirms back to the caller the choices they have made. You can always contact us on the phone number on the signs and choose the option to speak to customer services.

7.Do I always get a SMS confirmation text when I pay by phone?

You can choose online or on the phone if you want SMS confirmations – so you dont have to if you dont want to!

8.What should I do if I don’t receive my SMS confirmation text?

If you have requested an SMS confirmation and you dont receive it, you must not assume parking is booked. Please contact us on the phone number on the signs if you are having any issues using Phone and Pay.

This is a handy tool to remind you when you parking session is close to finishing. You can either return to your vehicle, or book more time (where parking conditions allow)

9.Do I always get an SMS reminder text before my parking runs out?

You can choose online or on the phone if you want SMS reminders – so you dont have to if you dont want to!

10.I can I cancel the SMS reminders?

You can choose online or on the phone if you want SMS reminders – so you dont have to if you dont want to!

11.How can I prolong my current session?

Where allowed to extend parking, you can book extra time in the normal way – via phone, SMS or one of our apps.

12.It says I am unable to extend my parking session, what are my options?

You may well need to return to your vehicle and move to another location; it all depends on the restrictions in place at the parking location.

13.I paid for a parking session however I received a Parking Charge Notice, what can I do?

Please note that Phone and Pay is a cashless payment provider; we do not issue Parking Charge Notices. All appeals must be made in writing, directly to the issuing authority.