Frequently Asked Questions for Mobile Apps

Q: How Does it work?
A: You register your credit card details with us and we debit the card when your request parking. The vehicle registration you provide in the mobile, SMS or web parking request, identifies your vehicle to parking inspectors who check our database to see if you have paid for parking.

Q: How quick is it to use iPark?
A: As quick as starting the app and touching "clockon". The app will re-use the last vehicle and zone without you needing to change anything.

Q: What is a clockon?
A: When you clockon, your credit card will be debited the minimum cost of parking in that zone, or $1 whichever is greater. When you clockoff, or the parking expires, the cost of the parking is calculated and your credit card is debited the remaining balance. A clockon will expire when the maximum parking time is reached, or when the zone turns into clearway, or at midnight if a clockoff is not received first.

Q: How am I billed for the mobile parking payments?
A: iPark bills your credit card at the time you request parking for the amount of the request. The transactions will appear on your credit card statements.

Q: What do I need to join iPark?
A: You will need a car (or motorcycle), a Visa, MasterCard or Amex credit (or debit) card and a mobile phone.

Q: How do I join iPark?
A: Download the app from our web site. If you are in WA you will also need a windscreen sticker which we can mail out to you when you register with us.

Q: Do I need a windscreen sticker to use iPark?
A: That's a requirement only for WA authorities.

Q: How much does it cost to join iPark?
A: It is FREE to register with iPark.

Q: What is this $1 debit on my credit card?
A: iPark debits and refunds your credit card $1 when you join to ensure we can use the card. The transaction may appear on your statement.

Q: Where can I use iPark?
A: For a complete list of zones click here.

Q: How much does it cost to use iPark and receive the reminder?
A: The cost of parking is the same as that on the parking signs and ticket machines with an added 40c convenience fee in Brisbane.

Q: I am not sure if my parking is paid or not - How do I find out?
A: A Tax Invoice would have been emailed to you as soon as you paid for parking. Register an email address and receive them on your smart phone for instant confirmation.
Using your mobile number and PIN, log in to the iPark website www.cashlessparking.com.au to review all of your parking transactions.

Q: Do I have to be registered to use iPark?
A: Yes. The app will lead you through the process.

Q: Can I use iPark if I don't have a credit card?
A: You will need a credit or debit card to use iPark. There are a variety of charge free debit cards available from different banks that only let you spend the money you have in an account. If the card has a MasterCard, Visa or American Express logo and allows transactions as small as $1, you can use it for iPark. There are comparisons of credit cards and debit cards available in Australia.

Q: If I leave my parking early, can I get a refund?
A: Yes, clockoff your parking at any time stopping the clock and the charge. By clocking on when you arrive and clocking off when you depart, you only pay for the parking you use. Note there is a minimum $1 parking charge. For more information see the detailed instructions .

Q: I got a clockoff refund, but nothing appeared on my credit card statement?
A: The refund is credited to your iPark account and is used the next time you pay for parking using iPark. For details on the amounts credited to your iPark account and the amounts used towards your following parking transaction, look at your transaction journal on the iPark web site at www.cashlessparking.com.au

Q: I left my mobile phone at home. How can I pay for parking?
A: Log on to the website at www.cashlessparking.com.au and use our web parking service.

Q: I received a parking ticket while I had paid for iPark parking!
A: First check your parking was for the correct zone and vehicle. If you don't have an emailed Tax Invoice, log in to the web site at www.cashlessparking.com.au , check your parking history and download the invoice.

Brisbane: The license plate number on the invoice must match that on your vehicle. The City of Brisbane has an online infringement dispute form where the Tax Invoice can be attached as proof of payment. Their 24x7 helpdesk can be reached by phone on 07 3403 8888.

WA councils: The barcode in the receipt must match that on your vehicle and if you have a vehicle rego in your iPark registration details, it must also match the vehicle. The windscreen sticker must be in the bottom left hand corner of the vehicle's windscreen and in plain sight. Not on the dash or the inspectors can't scan the sticker. Print out your Tax Invoice or parking history and send it with a photocopy of the infringement and a letter to the CEO of the relevant city council. Unfortunately, the councils want to deal with the customer directly in these cases. If you have proof that you paid for parking, the councils will be receptive.

The City of Fremantle has an email address for disputed infringements. Attach a copy of your iPark Tax Invoice can be attached as proof of payment. The phone number for the City of Fremantle offices is 08 9432 9999.

Q: Why was I charged more than the daily rate for parking when I topped up my parking?
A: If the 2nd request for parking arrived after the previous request expired, it was not a topup but a new parking request. Then the total paid parking can exceed the daily rate.

The topup function is an advantage that iPark provides over the ticket machines, but it is only allowed when an existing parking request is extended and not when a new request is made later in the day. In the 2nd case, iPark behaves like a ticket machine.

Q: Why do I have 3 charges in one day from iPark on my credit card statement?
A: You may have seen more than one charge on your credit card statement for one day but that may be the banks not putting the correct date on the transaction. To reconcile your iPark parking and credit card statement, log into the web site at www.cashlessparking.com.au using your mobile number and PIN. Click on Registration -> details -> Display Journal to see the dates and time of all your iPark credit card transactions. Compare this list to the credit card statement and ensure there are the same number of transactions.
Our transactions are sent via our bank which in turn, directs them to yours. All iPark transactions are made in real time, and none are posted on our transaction list until we receive a response from the bank.

Q: How do I update my credit card details?
A: Go to the iPark app's settings, enter your new credit card details and save the settings.

Alternately log into the web site at www.cashlessparking.com.au using your mobile number and PIN. Click on Registration -> details and fill the new details and click on Update details.
Never send credit card details by email or SMS. iPark would never ask you to do so.

Q: Can I pay for my other car's parking using my mobile phone?
A: Yes - if you have registered without a windscreen sticker.

In WA you need to register with a sticker - its a council requirement. In Brisbane you don't need a sticker and you just enter the vehicle's registration plate number of the car you wish to pay parking for. You can have paid parking for as many cars as you like.

Q: Can I have parking in 2 zones at once?
A: Yes - you have have paid parking in as many zones, at the same time, as you like.

Q: How long does it take for a registration or a parking request to take effect?
A: All transactions are processed immediately. As soon as you have the receipt number your parking is active. An inspector querying your vehicle plate number or sticker will receive the expiry time and zone you paid for from that time on.

Q: How do I get a financial statement of my parking for tax purposes?
A: Statements of your parking are available on the web site. log into the web site at www.cashlessparking.com.au using your mobile number and PIN. Click on Parking -> history, enter date range you are interested in and click on Search.

Q: How do I get a Tax Invoice for my parking costs?
A: If you enter an email address among your registration details, you will receive an emailed Tax Invoice each time you pay for parking. The update your email address, update and save your settings.

Past invoices are also available on the web site. log into the web site at www.cashlessparking.com.au using your mobile number and PIN. Click on Parking -> history, enter date range you are interested in and click on Search.

Q: Can I use the same mobile number and account details from 2 mobile phones at the same time?
A: No, its a security problem. Register the mobile phone's number when installing the app. You can pay for parking for the same vehicle from 2 phones.
If someone else if using the account and same mobile phone number at the same time from another phone, we will warn you and stop access.

Q: On my iPhone, do I have to enter my mobile number, PIN and vehicle registration every time I pay for parking?
A: Your browser will auto-complete the form fields if you tell it to. Go to the iPhone "Settings" -> "Safari" -> "AutoFill" -> "Names and Passwords" -> "On".

Q: How do I add a bookmark for this app on my home screen?
A: A howto for iPhones and Android .

Q: I have 2 cars hooked up to one phone number. Does that mean I need to login and logout each time I want to use a different car or can I nominate a separate car once logged in.
A: If you are in WA and have more than 1 vehicle registered for your mobile number, each with its own windscreen sticker, you will need to log out and log back in again to pay for the different cars. If you set your browser's AutoFill option (see above), it will allow you to select from previously entered registrations.
In Brisbane, just nominate the vehicle registration when you pay.

Q: None of these answers help. Who can I talk to?
A: Email us at Support or call the Help Desk on 1300 727 513.


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