Frequently Asked Questions

 


Details of Pay by Phone Parking in Westminster

 

  1. What is Pay by Phone Parking?
  2. Why did the City Council introduce Pay by Phone parking?
  3. When did the Council introduce Pay by Phone parking?
  4. Who provides the technology behind Pay by Phone?
  5. Is Pay by Phone discriminating against people who don’t own or use a mobile phone?

     

Benefits of paying for parking by phone

 

  1. What are the customer benefits?
  2. What are the benefits for Westminster City Council?
  3. Does this mean lower parking charges in the future?

     

Managing my Account

 

  1. How do I set up an account?
  2. Can I change my account number?
  3. Can I change my card details?
  4. Can I change my personal details and settings?
  5. Can I change my vehicle details?
  6. Can I have more than one vehicle on the same account?
  7. Can I have more than one account?
  8. Can I have more than one credit or debit card on the same account?
  9. How do I select a different vehicle on my account when I pay for parking?
  10. I have forgotten my PIN – can you send me a reminder?
  11. Can I change my PIN?
  12. I don’t want a PIN – do I need to have one?
  13. I have changed my mobile phone number – what happens to my Pay by Phone parking account?
  14. How do I cancel my account?
  15. My account has been suspended – what does this mean and what can I do?

     

Charges, Payments & Receipts

   

  1. How is payment made for parking when I pay by phone – does it appear on my phone bill?
  2. Do I have to enter my card details every time I want to park?
  3. Can I call from a landline when I want to pay by phone?
  4. What does it cost to park and is it more when I pay by phone?
  5. Is there a service charge
  6. Are reminder or confirmation texts available?
  7. When do the parking charges apply in a Pay by Phone bay?
  8. What is the phone number for Pay by Phone parking?
  9. What does it cost to call the Pay by Phone service?
  10. What does it cost to text the Pay by Phone service?
  11. Can I call the text number instead to make a payment?
  12. Can I get a receipt when I pay by phone?
  13. When will I see transactions on my credit or debit card bill?
  14. How do I know if my transaction has been successfully processed?
  15. What happens if my payment was not successful?
  16. Is it safe to make payments like this via a mobile phone?
  17. Can I cancel a parking session early and get a refund for unused parking time?
  18. Can I stop a parking session if I make a mistake?
  19. What happens if I enter the wrong vehicle registration number?
  20. What happens if I enter the wrong location number?
  21. When I try to pay for parking it only gives me the option to park for 1, 2, 3 days or 1 week - why?
  22. What happens if I pay twice by mistake?
  23. Can I get a refund if I make a mistake?

Confirmations, Reminders and Top Ups Ups

   

  1. How is my payment for parking confirmed?
  2. Do I always get a SMS confirmation text when I pay by phone?one?
  3. What happens if I don’t receive my SMS confirmation text?
  4. What is an SMS reminder text?
  5. Do I always get an SMS reminder text before my parking runs out?
  6. How do I extend my current parking session by phone?
  7. I didn’t receive my SMS reminder text, will I still be charged?
  8. I keep getting SMS reminder texts but I don’t need them – how do I cancel them?
  9. My SMS reminder text arrived too late, can I have my money back?
  10. I extended my parking time by phone but still received a parking ticket (Penalty Charge Notice) – why?

       

General Parking

   

  1. How do I pay for my parking with a phone call?
  2. How do I pay for my parking by SMS text?ext?
  3. Where can I pay for my parking by phone?
  4. How do I recognise a Pay by Phone parking bay?
  5. What is a location number and where can I find it?
  6. How long can I park when I pay by phone?
  7. Can I still pay using a meter or Pay & Display machine?
  8. What happens if the meter or pay & Display machine is out of order?
  9. The instructions on the Pay & Display machine say I need to display a paper receipt on my dashboard – does that still apply when I pay by phone?
  10. What is a Pay by Phone Only bay and how does it work?
  11. How will the Parking Attendant know that I have paid? (see section on Enforcement)
  12. What happens if the parking bay is suspended?
  13. I have an electric vehicle – can I park at a recharging point?

     

Disabled Parking


  1. Blue Badges - do I still get a free additional hour of parking once I have paid for parking by phone?
  2. White Badges - Is parking still free in Pay by Phone bays with my Westminster White Badge?
  3. What are the benefits of Pay by Phone parking for disabled users?
  4. Can deaf motorists use Pay by Phone?

     

Foreign Vehicles, Phones and Payment Cards

  1. Can I park and pay by phone with a foreign vehicle registration number?
  2. Can I park and pay by phone using a foreign mobile phone?
  3. Can I use a foreign credit or debit card to pay for my parking by phone?

             

Enforcement of Pay by Phone parking

  1. How will the Parking Attendant know that I have paid?
  2. I paid for my parking by phone but I still received a parking ticket (Penalty Charge Notice) – why?
  3. What do I do if I receive a parking ticket (Penalty Charge Notice)?

     

Phone Problems & Network Coverage

  1. What happens if I can’t get through to the Pay by Phone parking number?
  2. I didn’t receive my reminder text, will I still be charged?
  3. My reminder text arrived too late, can I have my money back?
  4. I have lost network coverage - I can’t pay for or top up my parking?
  5. My phone battery has run out – I can’t pay for or top up my parking?
  6. I have lost my phone – what happens to my Pay by Phone parking account?
  7. My phone has been stolen – what happens to my Pay by Phone parking account?
  8. I have changed my mobile phone number – what happens to my Pay by Phone parking account?

     

Privacy & Security

The Council is committed to handling your personal data in compliance with the Data Protection Act 1998. We will only use the information you provide for the purposes of providing you with pay by phone parking and for managing your account with us. We will also use this information to ensure that vehicles in the borough have paid to park. This service is provided on the Council's behalf by PayByPhone (UK) Ltd.

  1. Is it safe to do a credit card transaction on a mobile phone like this?
  2. What happens if my card is stolen or used fraudulently?
  3. What happens to my credit/ debit card and mobile phone details?
  4. Won’t paying by phone result in an increase in street crime, i.e. mobile phone theft?

             

Terms & Conditions of Use – see PayByPhone’s Terms of Use

     

Terms & Conditions of Parking

     


ANSWERS:

     

Details of Pay by Phone Parking Trial in Westminster

     

1.       What is Pay by Phone parking?

Pay by Phone parking is a quick and secure way to pay for parking in Westminster. Instead of having to put money in a meter or a Pay and Display machine, you can use your mobile phone. This means no more carrying around the right coins as the parking charge is simply charged to your credit or debit card.

     

2.       Why did the City Council introduce Pay by Phone parking?

In September 2005, we carried out a survey into cashless payment methods in and around the West End . Of the 456 customers asked, 49% said that they would be ‘very likely’ to use mobile phone as their preferred payment option if it was available. Although this showed that there was a demand for Pay by Phone parking, it was important for the Council to test any new payment system before implementing it on a permanent basis.

     

3.       When did the Council introduce Pay by Phone?

Commencing on 2 October 2006 , a trial of Pay by Phone technology was conducted in two areas of the city: the West End (parking zone G) and the area around Harrow Road (parking zone C2).

     

Due to the success of this trial, it was decided to make Pay by Phone a permanent method of payment in these two areas, as well as to roll the technology out across the rest of the city. The roll out commenced in October 2007 and will be completed in February 2008.

     

4.       Who provides the technology behind Pay by Phone?

Westminster City Council has chosen PayByPhone to provide the technology behind Pay by Phone. Operating in North America and Europe, PayByPhone Limited is a leading provider of mobile payment services, with over 5 million registered customers. PayByPhone also works with a number of other leading local authorities in London and the rest of the UK.

     

5.       Is Pay by Phone discriminating against people who don’t own or use a mobile phone?

No, Pay and Display bays and machines are also handily located throughout the city, which enables people to pay for parking without using a mobile phone. You can also use one of our Westminster City Council Car Parks where cash and card payments are also available.

     

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Benefits of paying for parking by phone

     

1.       What are the customer benefits?

  • Convenience - no need to leave the comfort of your car or you can pay whilst on the move.
  • You no longer need to worry about having the right change available to pay for your parking.
  • With PayByPhone you can choose from a number of payment methods, including app, text, phone call and online.
  • You can choose to receive optional text reminders before your parking runs out.
  • You can top up your parking without needing to return to your vehicle (up to the maximum stay period) – which reduces the risk of receiving a parking ticket (Penalty Charge Notice)
  • No more lost money in broken equipment.
  • You only need to register once and then you can use PayByPhone wherever you see the signs all over London and the UK
  • You can log on to your PayByPhone account to edit your payment card and vehicles details.
    You can also choose to receive free receipts by email or download and print a PDF receipt instantly. Go to paybyphone.co.uk
  • Business customers can manage a large number of vehicles on one account using one payment card and run central reports of all parking activity.

     

2.       What are the benefits for Westminster City Council?

  • Provides a better parking customer experience, encouraging more people to visit and do business in Westminster .
  • Helps to ensure safety and security by reducing cash levels on-street.
  • Reduces equipment on-street.
  • Reduces costs of collecting and processing cash from machines.
  • Helps to eliminate theft, fraud and vandalism of on-street equipment.
  • Fewer capital costs for replacing and maintaining parking equipment.
  • Helps meet e-government targets. 
  • More effective means for our Parking Attendants to enforce vehicles in contravention.
  • Fewer parking tickets (Penalty Charge Notices) issued due to faulty machines or incorrectly displayed Pay and Display ticket.

     

3.       Does this mean lower parking charges in the future?

Parking charges are set at appropriate levels to regulate traffic flow rather than to generate revenue. This is why they vary throughout the borough with the most expensive areas being where there is most demand. Therefore, any cost savings procured by Pay by Phone parking will not necessarily mean that parking charges will go down. However, like any surplus money generated by our Parking Services, savings can only be reinvested in transport and community projects to continue to improve customer experience in Westminster.

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Managing my Account

     

1.       How do I set up an account?

Please choose from one of the following ways to set up an account

     

i.         By filling in our online form.

ii.         By using the mobile website (m.paybyphone.co.uk) or download the PayByPhone app from your app store.

iii.        By calling 0207 005 0055  and following the automated touch tone system.

iv.         By texting REG followed by a space, then your vehicle registration number to 65565. For example if your registration number was AB10 123 you would text REG AB10123. Our automated service will call you back to complete registration.

     

2.       Can I change my account number?

No, you will need to delete your existing account and set up a new account.

To delete your existing account log into your account Select “Profile” and then the “Delete Account” button at the bottom of the page.

To set up your new account see: How do I set up an account for more information.

     

3.       Can I change my card details?

Yes, you can change your card details by
  • logging into your online account and clicking on ‘Profile’,
  • calling 0207 005 0055 and select the relevant option from the ‘More Options’ menu,
  • logging into your account using the mobile website (m.paybyphone.co.uk) or PayByPhone app and selecting ‘Options’ from the top right hand corner, then ‘Payment Details.’

     

4.       Can I change my personal details and settings?

Yes, you can login to your online account and click on ‘Profile’ to change your name, card details, e-mail address or account preferences at any time. These include your PIN, SMS confirmation and reminder settings. You can also amend all of this information using the mobile website (m.paybyphone.co.uk) or PayByPhone app and selecting ‘Options’.

Alternatively, you can call 0207 005 0055 and select the relevant option from the ‘More Options’ menu to change your account details or change your SMS text settings.

     

5.       Can I change my vehicle details?

Yes, you can change your vehicle details by
  • logging into your online account and clicking on ‘Profile’,
  • calling 0207 005 0055 and select the relevant option from the ‘More Options’ menu,
  • logging into your account using the mobile website (m.paybyphone.co.uk) or PayByPhone app and selecting ‘Options’ from the top right hand corner, then ‘Vehicles.’

     

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

Yes, you can add a number of vehicles to your account. You can change or add a vehicle to your account by
  • logging into your online account and clicking on ‘Profile’,
  • calling 0207 005 0055 and select the relevant option from the ‘More Options’ menu,
  • logging into your account using the mobile website (m.paybyphone.co.uk) or PayByPhone app and selecting ‘Options’ from the top right hand corner, then ‘Vehicles.’

Please note the Pay by Phone system automatically defaults to the last vehicle parked on the account so you should always check the confirmation message before completing each parking transaction.

     

7.       Can I have more than one account?

The PayByPhone system recognises your mobile phone number as your account number. You can have an account for each mobile phone that you own.  

Alternatively you can have any number of vehicles attached to one account – see
Can I have more than one vehicle on the same account?

     

8.       Can I have more than one credit or debit card on the same account?

No – only one set of card details can be stored against one account.

However, you can change these details at any time, and there is no limit to the number of times it can be changed.
  See Can I change my card details?

     

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

The system automatically defaults to the last vehicle parked on the account. However, you can easily select a different vehicle which is already registered on your account using one of the methods below.

  • Using the automated phone service: During the parking transaction you will be prompted to select the last vehicle parked on your account by pressing 1, if this is not the vehicle you wish to park press 2 to “park another vehicle” when prompted. A list of vehicles already on your account will be read out to you, select the relevant vehicle when prompted.
  • Using the mobile website or PayByPhone app: After entering your location details, select the correct vehicles from the drop down list provided.
  • Using text payment: include the vehicle registration at the end of your payment text message, i.e. ‘LOCATION DURATION CVV2 NUMBERPLATE’. NOTE: you can only park vehicles that are already registered on your account using text payment
 
To add a new vehicle see Can I have more than one vehicle on the same account?

     

10.   I have forgotten my PIN – can you send me a reminder?

When setting up an account over the phone using the automated service your PIN is automatically set as the last 4 digits of the credit or debit card that you register. Users who set up their account online or by using the mobile website or app can choose their PIN or use the last 4 digits of their payment card.

If you have forgotten your PIN, you can simply use the last 4 digits of the payment card you registered to pay for your parking. Alternatively, go online and select “forgotten PIN” to enter your phone number and receive a text with your PIN reminder.

     

11.   Can I change my PIN?

Yes – simply login to your account, either;

  • online and click on ‘Profile’ then select ‘click here to change PIN’ or,
  • using the mobile website or app by selecting the ‘options’ menu in the top right hand corner and then selecting ‘security settings.’
 

     

12.   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 Pay by Phone 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.  

     

13.   I have changed my mobile phone number – what happens to my Pay by Phone parking account?

You have two options when you change your mobile phone number:

     

(i)                  Set up a brand new account under the new phone number – see “How do I set up an account?

(ii)                Contact our service provider, PayByPhone, via e-mail: uksupport@paybyphone.co.uk. Make sure you provide your existing account number and the number you would like to change it to. 

     

14.   How do I cancel my account?

To cancel your Pay by Phone parking account, you need to login to your online account.  Click on ‘Profile’ and select ‘Delete Account’. 

     

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

There may have been a problem processing one of your previous parking payments – this is most commonly because incorrect credit or debit card details have been entered onto the system or due to other problems with the payment card itself.  There are two ways to reactivate your account:

     

(i)                  Call the Pay by Phone number 0207 005 0055 and press * for more options.  You can then select update credit or debit card details.

(ii)                Call the Pay by Phone number as above and press * for more options and then select to speak to a Customer Service Advisor who can update your card details for you.

     

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Charges, Payments & Receipts

  

1.       How is my payment taken when I pay for parking by phone – does it appear on my phone bill?

     

No – when you set up a Pay by Phone parking account for Westminster , 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 SMS texts will. 

     

2.       Do I have to enter my card details every time I want to park?

No – that’s beauty of paying by phone. You only need to enter your card details the first time you use the service in order to set up an account, other than the 3-digit security code on the back of your card that does need to be entered each time you set up a parking session. This means the next time you call the service, all you have to do is enter the location number of your parking space, the number of minutes you wish to park, and the 3-digit security code from the back of your card.

     

3.       Can I call from a landline when I want to pay by phone?

Yes, but most users tend to use a mobile phone because in order to pay for your parking by phone, you need to park first and then call or text the service from your parking space. Our system is set up to recognise mobile phone numbers automatically so if you call from a landline, you will need to enter your 11 digit account number and PIN number (or the last 4-digits of your registered credit or debit card) manually.

     

4.       What does it cost to park and is it more to pay by phone?

The parking charges for Pay by Phone parking are no different from those when paying into a meter or Pay and Display machine.

     

5.       Is there a service charge?

There is no service charge for setting up a parking session or for extending parking time.

     

6.       Are reminder or confirmation texts available?

If you wish to receive optional reminder or confirmation texts, there will be a charge of 10p per text.

     

Please note that confirmation texts can be requested for touch tone payments only. SMS text payments receive free confirmations by SMS text.

     

7.       When do the parking charges apply in a Pay by Phone bay?

Pay by Phone bays operate in exactly the same way as existing meter and Pay and Display bays. The hours of control when payment is required are indicated on signs attached to posts within Pay by Phone bays and are usually as follows:

     

·         Monday -Saturday: 8.30am – 6.30pm – payment required. 

·         Sundays and all other times including bank holidays, public holidays and Christmas Day – no charge. 

     

8.       What is the phone number for Pay by Phone parking?

You can pay for your parking with a phone call or by sending an SMS text:

     

Call: 0207 005 0055

SMS text: 07950 080201

     

9.   What does it cost to call the Pay by Phone service?

The Pay By Phone service operates on an 0207 number. With some mobile phone tariffs ‘0207’ calls are included in the numbers you can call as part of a free minutes package, however some providers can charge up to 40p per minute. We have no control over how much a phone provider will charge and this varies between providers so it is important to check with your own mobile phone service provider. With some mobile phone tariffs ‘0207’ calls are included in the numbers you can call as part of a free minutes package, however some providers can charge up to 40p per minute. We have no control over how much a phone provider will charge and this varies between providers so it is important to check with your own mobile phone service provider.

     

10.   What does it cost to text the Pay by Phone service?

Our SMS text number is a virtual mobile phone number. Therefore, it will cost whatever your mobile phone provider usually charges for SMS text messages.  This is usually 10p or less per text but many people have free text messages included in their mobile phone payment package so it will be free for many of our customers.

     

11.   Can I call the text number instead to make a payment?

No, the text number is designed to receive SMS text message only.  If you call this number they will receive a message stating that this number is "temporarily unavailable".

     

12.   Can I get a receipt when I pay by phone?

Our Pay by Phone system offers you two ways to get a receipt:  you can opt to receive a receipt by SMS text each time you use the service, or you can log on to your online account at www.westminster.gov.uk/paybyphone and select to have e-mail receipts instead. You can also view all your transactions online and these can be printed off in the form of a VAT receipt if required.

     

13.   When will I see transactions on my credit or debit card bill?

Each time you pay for your parking by phone the payment is processed immediately.  The amount of time it takes to appear on your bank statement or credit card bill will vary depending on your bank or credit card company. On your statement the transaction will appear as ‘WCC Cashless Parking’.

     

14.   How do I check if my transaction has been successfully processed?

A simple way to check whether your parking transaction was successful is to call the Pay by Phone parking number: 0207 005 0055 .  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 any 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.   

     

15.   What happens if my payment was not successful?

If paying with a phone call: you will hear the following message: ‘I’m sorry your parking has failed’ and you will then be given the option to enter new card details. 

    

If paying by SMS text: You will receive a text with the following words “Sorry parking failed” followed by instructions to enter new card details.

     

16.   Is it safe to make payments like this via a mobile phone?

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 Pay by Phone parking account can also be protected by a PIN of your choice.  In addition, Pay by Phone parking enables you to pay for your parking from the comfort and safety of your vehicle. 

     

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

No – as with meters and Pay & Display machines, payment is made upfront for parking and cannot be refunded.  However, the advantage of Pay by Phone parking is that you can pay for exactly the number of minutes you wish to park and then add more time if necessary, meaning that you never have to overpay just in case. 

     

18.   Can I stop a parking session if I make a mistake?

    

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 at this stage your transaction is in any way incorrect, you are given the option make changes and then confirm. 

     

If paying by SMS text message: when you pay by SMS text you automatically receive an SMS confirmation text detailing your parking transaction.  If you notice an error in your transaction you can reply “STOP” to end your parking session.  Provided we receive this message within 5 minutes of your original SMS text payment, the transaction will be cancelled and you can start again.  If you do not send “STOP” within the first 5 minutes of the parking session, our system will assume that the initial transaction was correct. Once you have cancelled your initial transaction you can send another SMS text with the correct information in the following format:  LOCATION DURATION CVVCODE (leaving a space between each item of information). 

     

19.   What happens if I enter the wrong vehicle registration number (VRN)?

Please note VRN details cannot be changed once a transaction has been confirmed (i.e. during an existing parking session), therefore you will need to make a new transaction with the correct VRN details once they have been updated.  See also Can I stop a parking session if I make a mistake?

     

20.   What happens if I enter the wrong location number?

Please note a location number cannot be changed once a transaction has been confirmed (i.e. during an existing parking session), therefore you will need to make a new transaction with the correct location number.  See also Can I stop a parking session if I make a mistake?

     

21.   When I try to pay for parking it only gives me the option to park for 1, 2, 3 days or 1 week - why?

It is possible that you have entered an incorrect location number which does not apply to parking in Westminster .  If this happens, re-check the location number where you have parked and call the Pay by Phone number again on 0207 005 0055 and enter the correct location number.  See also What happens if I enter the wrong location number?  

22.   What happens if I pay twice by mistake?

     

The Pay by Phone system will recognise if you have already paid for a parking session so call the Pay by Phone number on 0207 005 0055 to check first. Remember you can also check all your transactions by logging into your online account and clicking on "Transactions".   See next question - Can I get a refund if I make a mistake?

     

23.   Can I get a refund if I make a mistake?

Before requesting a refund, please ensure that you check all your transactions by logging into your online account and clicking on "Transactions".  If you believe you are entitled to a refund please contact us and provide as much detail as possible.  If you have paid twice for the same parking transaction because you entered the wrong information (vehicle registration or location number), you will be entitled a refund.

     

     

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Confirmations, Reminders and Top Ups

     

1.      How is my payment for parking 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. 

     

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

If paying with a phone call: you do not receive SMS confirmation texts as standard, but you can opt to have an SMS confirmation text at the end of each parking transaction by changing the settings of your account.  To do this, you need to select “other options” before paying for your parking and then select “change your text settings”.  Please note there is a 10p service charge for each SMS confirmation text you receive.

     

If paying by SMS text message: you receive SMS confirmation texts as standard each time you pay by phone.  There is no charge for these texts.

     

3.      What should I do 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: 0780 005 0055 .  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.   

     

4.      What is an SMS reminder text?

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

     

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

No – when this feature is available, SMS reminder texts will be optional only.  You can select to have an SMS reminder text before the end of each parking transaction by changing the settings of your account.  Please note there will be an additional 10p service charge for each SMS reminder text you receive.

    

6.      How do I extend my current parking session by phone?

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 number of extra minutes you wish to park up to the maximum stay period.  These minutes 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 minutes you wish to park for plus the CVV2 code.  These minutes will automatically be added to your existing parking session at the location you initially paid for.

     

7.      I didn’t receive my SMS reminder text, 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 our Pay by Phone parking system are sent immediately and are registered against your account, therefore will be charged.  In the unlikely event that your request for an SMS reminder text does not register on our system, you will not be charged. 

     

8.      I keep getting SMS reminder texts but I don’t need them – how do I cancel them?

Call the Pay by Phone parking number: 0207 005 0055 and before paying for your parking, select “other options” and then select “change your text settings”. 

     

9.      My SMS reminder text arrived too late, can I have my money back?

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 0207 005 0055 and opt to speak to a Customer Service Advisor. 

     

If once you have checked you believe that you are entitled to a refund, please contact Parking Services directly on 020 7823 4567. 

     

10.  I extended my parking time by phone but still received a parking ticket (Penalty Charge Notice) – why?

It may be that you extended your parking time beyond the maximum stay limit.  It is important to check road signs in the area for an indication of the maximum time allowed for parking.  In all areas where Pay by Phone parking is currently available, the maximum stay limit is 4 hours per location number. 

     

There are a number of other reasons why you might receive a parking ticket (Penalty Charge Notice) – please see Why did I receive a parking ticket (Penalty Charge Notice)?

     

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General Parking

 

1.      How do I pay for my parking with a phone call?

Call 0207 005 0055 and follow the instructions of our automated touchtone system.  Using the keypad on your phone, you simply enter the location number of your parking bay followed by the number of minutes you wish to park.  See the How it works page of our website. 

     

2.      How do I pay for my parking with SMS text?

Once you have set up your Pay by Phone parking account all you need to send an SMS text to 07950 080201 with the location number, the number of minutes you wish to park.  For example, your SMS text message to pay for parking would look like this:

1234 20, where ‘1234’ is the location number, ‘20’ is the number of minutes you wish to park.  See the How it works page of our website. 

     

3.      Where can I pay for my parking by phone?

You can pay for parking by phone across Westminster wherever you see a Pay by Phone parking sign. 

     

In addition, once you have set up an account to pay for your parking by phone in Westminster , you can use the same account to pay for your parking in other UK locations – see the PayByPhone website for more information  

     

4.      How do I recognise a Pay by Phone parking bay?

Pay by Phone parking bays are signposted in a similar way to normal parking bays and there are additional stickers on meters and Pay and Display machines to indicate where Pay by Phone parking is available.  Look for this symbol . 

     

5.      What is a location number and where can I find it?

Every Pay by Phone Parking bay has a location number.  These are indicated on signposts near the relevant parking bay and on the Pay by Phone stickers on meters and Pay & Display machines. 

     

Each location number is made up of four numbers. Please ensure that you check the location number before you pay for parking. The location number of the Conditions of Use sign is only an example.

     

6.      How long can I park when I pay by phone?

As with meter and Pay and Display bays, there is a maximum time you are allowed to park when you pay by phone.  In all areas where Pay by Phone parking is currently available, the maximum stay limit is 4 hours per location number.  If you need to park for more than 4 hours, simply move your car to another Pay by Phone location or alternatively you can park in one of our Westminster City Council Car Parks. 

     

7.      Can I still pay using a meter or Pay & Display machine?

Yes, Pay by Phone is offered as a complementary payment method at all of the current parking spaces where you can use a meter or Pay & Display machine in all of Westminster . However, in zones E (Mayfair and St James), G (the West End ) and F (Marylebone, Bayswater and Fitzrovia) zones, Pay by Phone parking has replaced all old-style parking meters and these spaces have become ‘Pay by Phone only’ bays.  Pay and Display bays will remain unchanged and alternative parking is also available in our Westminster City Council Car Parks. 

     

8.      What happens if the meter or pay & Display machine is out of order?

If the meter is out of order where Pay by Phone parking is available then you must pay by phone in order to park in that space, otherwise you must move your vehicle to another space where a functional meter or Pay and Display machine is available.

     

If the Pay and Display machine is out of order where Pay by Phone parking is available, you can either choose to pay by phone or look for a nearby machine (within the same parking zone and tariff band). If no alternative machine is available, you must pay for your parking by phone or move your vehicle to another space where a functional meter or Pay and Display machine is available.

     

9.      The instructions on the Pay & Display machine say I need to display a paper receipt on my dashboard – does that still apply when I pay by phone?

These instructions apply to coin or card payments into a Pay and Display machine only.  When you pay by phone you no longer need to look for a machine as you can simply pay from your vehicle or while you’re on the move.  See Enforcement of Pay by Phone Parking. 

     

10.   What is a Pay by Phone Only bay and how does it work?

This is a type of parking bay where you can only pay for your parking by phone. Meter equipment had been removed from these bays and replaced with appropriate signs including full instructions on how to pay for parking using the touchtone system or via SMS text. Pay by Phone Only bays are available in G1 zone (a large part of the West End including Covent Garden and Soho), E zone (Mayfair and St James), and F zone (Marylebone, Bayswater and Fitzrovia). If you cannot pay for your parking by phone, you must park in an alternative bay.  Electric vehicles are exempt and can park in Pay by Phone only bays free of charge. 

     

11.  How will the Parking Attendant know that I have paid? See Enforcement of Pay by Phone Parking. 

     

12.  What happens if the parking bay is suspended?

Pay by Phone parking bays can be suspended at any time in order to facilitate works that need to be done in that area such as construction work or essential maintenance of utilities.  These suspensions will be indicated by yellow road signs and bags over meters or Pay and Display machines.  It is important to check for these signs whenever you park and pay by phone – especially if you leave your vehicle in a bay overnight.  Where a parking suspension is in place you cannot park in that space for the entire duration that the suspension is in operation and you must park your vehicle in an alternative Pay by Phone location or meter or Pay and Display bay. Alternatively, you can park in one of our Westminster City Council Car Parks. 

     

13.        I have an electric vehicle – can I park at a recharging point?

If you are interested in using the on-street recharging points you need to call 01273 704 775, e-mail mary@elektromotive.com or complete our online contact form.

     

     

Disabled Parking

     

1.      Blue Badges - do I still get a free additional hour of parking once I have paid for parking by phone?

Yes – the concessions that apply for Blue Badge holders in meter and Pay and Display bays still apply for Blue Badge holders using Pay by Phone parking and displaying their Blue Badges.  An initial payment for parking must be made before the free hour of parking is granted. 

     

2.      White Badges - Is parking still free in Pay by Phone bays with my Westminster White Badge?

Yes – the concessions that apply for White Badge holders in meter and Pay and Display bays still apply for White Badge holders using Pay by Phone parking and displaying their White Badges. 

     

3.      What are the benefits of Pay by Phone parking for disabled users?

Many disabled motorists can sometimes experience difficulties getting back to their vehicle in time before their parking runs out due to mobility issues or overrunning appointments – Pay by Phone parking offers a convenient way to top up your parking time without the need to return to your vehicle. See How do I extend my current parking session by phone?

     

4.      Can deaf motorists use Pay by Phone?

Yes – you can pay for your parking by phone using our SMS text service which does not rely on making a phone call.  See How do I pay for my parking by SMS text?

     

     

Foreign Vehicles, Phones and Payment Cards

     

1.      Can I park and pay by phone with a foreign vehicle registration number?

Yes, provided that the number contains numbers and letters found in the English alphabet, up to a maximum of 14 characters. 

     

2.      Can I park and pay by phone using a foreign mobile phone?

Yes – but you must enter the international dialling code ‘00 44’ before entering the Pay by Phone number, i.e. 00 44 207 005 0055 .  As your mobile phone number will not automatically be recognised by our system, you will have to enter your phone number (account number) each time you wish to park.

     

3.      Can I use a foreign credit or debit card to pay for my parking by phone?

International Visa and Mastercards are accepted. Non-UK debit cards are not. 

     

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Enforcement of Pay by Phone parking

     

1.      How will the Parking Attendant know that I have paid?

With the handheld devices currently used by Parking Attendants (PAs), our PAs can access the Pay by Phone system and enter the Pay by Phone location number where they are patrolling. The PA then automatically receives a list of all of the vehicle registration numbers that are parked in that location and have paid by phone. 

     

2.      I paid for my parking by phone but I still received a parking ticket (Penalty Charge Notice) – why?

Hopefully this won’t happen too often. While the enforcement process is robust, we cannot eliminate the possibility that some users will receive a parking ticket (Penalty Charge Notice) although they have parked correctly or believed that they had parked correctly using the Pay by Phone system. The following are the most common reasons why you might receive a parking ticket (Penalty Charge Notice):

     

·         You entered the wrong vehicle registration number or parked with a different car than that which was registered on your account.

·         You entered the wrong location number for the bay in which you were parked.

·         Your vehicle was not parked properly within the markings of the bay.

·         You extended your parking beyond the maximum stay limit.

·         You failed to Press 1 to confirm the transaction when paying via our touchtone system and therefore no parking transaction registered.

·         Your card payment failed and therefore no parking transaction was entered onto the system. 

     

     

The reason for issue is always stated on parking ticket (Penalty Charge Notice) so please check for details. 

     

3.      What do I do if I receive a parking ticket (Penalty Charge Notice)?

If you receive a parking ticket (Penalty Charge Notice) check the reason for its issue which is explained on the ticket itself.  If you have made an error with any of your account details you can check these by logging onto your online account and clicking on “Profile”.  You can also view your parking transaction history to confirm what payments for parking were deducted from your account. 

     

If you wish to challenge your parking ticket (Penalty Charge Notice) you must do so in writing.  You can do this via our online appeal form or by writing a letter to following address:

Parking Services
City of Westminster
PO BOX 396
Warrington
WA55 1EL
 

Always state your Penalty Charge Notice number and your vehicle registration number in any correspondence.

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Phone Problems & Network Coverage

     

1.      What happens if I can’t get through to the Pay by Phone parking number?

In the unlikely event that you cannot reach the Pay by Phone parking number by calling 0207 005 0055 , you must pay for your parking via one of the alternative payment options: SMS text to 07950 080201, coins in a meter or coins or card in a Pay and Display machine where available. 

     

2.      I didn’t receive my reminder text, 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 our Pay by Phone parking system are sent immediately and are registered against your account at the time they were sent, therefore will be charged.  In the unlikely event that your request for an SMS reminder text does not register on our system, you will not be charged. 

     

3.      My reminder text arrived too late, can I have my money back?

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 0207 005 0055 and opt to speak to a Customer Service Advisor. 

     

If once you have checked you believe that you are entitled to a refund, please contact Parking Services directly on 020 7823 4567. 

     

4.      I have lost network coverage - I can’t pay for or top up my parking?

Network coverage is the responsibility of your mobile phone service provider.  If you experience problems, you can either try calling from a nearby landline and manually entering your 11 digit mobile phone/account number and PIN, otherwise you must pay by coins in a meter or by coins or card in a Pay and Display machine where available. 

     

5.      My phone battery has run out – I can’t pay for or top up my parking?

In the event that your battery runs out before you manage to pay for or extend your parking session, you can try calling from a nearby landline and manually entering your 11 digit mobile phone/account number, otherwise you must pay by coins in a meter or coins or by card in a Pay and Display machine where available. 

     

If your battery runs out mid-transaction, your payment will not have been confirmed and you will need to pay for your parking by alternative means, as above.

     

6.      I have lost my phone – what will happen to my Pay by Phone parking account?

Your Pay by Phone parking account is protected by your PIN, which needs to be entered any time you wish to makes changes to your account - therefore cannot be viewed or changed by any unauthorised persons.  (This is the case even where you have opted for your PIN not to be requested when you pay for your parking).  In addition, your account can only be used to park the vehicle you registered with the system. Therefore, it cannot be used by any unauthorised persons to pay for their parking. 

     

Please remember that if you replace your mobile phone, you will need to update your Pay by Phone parking account accordingly – see I have changed my mobile phone number.

     

7.      My phone has been stolen – what will happen to my Pay by Phone parking account?

Your Pay by Phone parking account is protected by your PIN which needs to be entered any time you wish to makes changes to your account - therefore cannot be viewed or changed by any unauthorised persons.  (This is the case even where you have opted for your PIN not to be requested when you pay for your parking In addition, your account can only be used to park the vehicle you registered with the system. Therefore, it cannot be used by any unauthorised persons to pay for their parking.

     

Please remember that if you replace your mobile phone you will need to update your Pay by Phone parking account accordingly – see I have changed my mobile phone number.

     

8.      I have changed my mobile phone number – what happens to my Pay by Phone parking account?

     

You have two options when you change your mobile phone number:

(i)                  Set up a brand new account under the new phone number – see How do I set up can account?

(ii)                Contact PayByPhone, our service provider, on help@paybyphone.co.uk who will be able to change your account number for you. 

     

Privacy & Security

     

1.      Is it safe to do a credit card transaction on a mobile phone like this?

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 Pay by Phone parking account can also be protected by a PIN of your choice.  In addition, Pay by Phone parking enables you to pay for your parking from the comfort and safety of your vehicle. 

     

2.      What happens if my card is stolen or used fraudulently?

Your Pay by Phone parking account is protected by your PIN which needs to be entered any time you wish to makes changes to your account - therefore cannot be viewed or changed by any unauthorised persons.  (This is the case even where you have opted for your PIN not to be requested when you pay for your parking). In addition, your account can only be used to park the vehicle you registered with the system. Therefore, it cannot be used by any unauthorised persons to pay for their parking.

     

3.      What happens to my credit/ debit card and mobile phone details?

The details that you enter to set up a Pay by Phone account are encrypted and stored on PayByPhone’s database.  They are used solely for the purposes of paying for parking and receiving essential updates about the service.  Please review PayByPhone's Privacy Policy.

     

4.      Won’t paying by phone result in an increase in street crime, i.e. mobile phone theft?

On the contrary - you only have to enter your credit or debit card details when you first set up an account.  This makes it easy to pay for your parking by phone from the comfort and safety of your vehicle. 

     

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Terms & Conditions of Use – see PayByPhone’s Terms of Use

     

     

Terms & Conditions of Parking

·       Payment must be made at the time of parking.

·       Enforcement action may be taken if you have not paid for parking or the time you have paid for has expired. 

·       You are responsible for entering the correct vehicle and location information when you park.

·       Normal parking regulations apply including maximum stay restrictions.

·       Resident Permit Holders with a permit for the relevant zone can park free of charge at the following times: 8.30-9.30am and 5.30pm-6.30pm in Pay by Phone bays.

·       Parking suspensions may be in force in pay by phone locations at any time - always check for signs and find an alternative space where necessary.

·       Westminster City Council is not responsible for mobile network coverage or network delivery failure.  It is your responsibility to make sure that your parking payment covers the entire duration that your vehicle is parked.  Reliance on SMS reminder texts does not provide an exemption to this rule.

     

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