FAQs

General Overview:

What is ParkRight?
ParkRight is an easy and convenient way to find and pay for parking in the City of Westminster using a mobile phone or web browser.

What are the benefits of ParkRight?

Is there a fee to use ParkRight?
No.

Where is ParkRight offered?
ParkRight is available at all parking spaces within the City of Westminster. Be on the look out for the 4-digit location numbers that are clearly displayed on the parking signs attached to the street furniture adjacent to the bay where you are parking.

How do I get started?
Easy! All you need is a credit or debit card. Choose one of the below methods for getting started:

Register for ParkRight using your phone number to get started.

How do I get the app?
The free ParkRight app is available for download in the App Store and at Google Play.

Why do I need to agree to these permissions to download the Android ParkRight app?
Android requires these permissions so that we can provide you with the most streamlined experience when using ParkRight on an Android device.  For an explanation of these specific permissions please see below:

Identity: ParkRight requests this permission to pre-populate your email address in the application. This allows you to send bug reports in the event that you are experiencing any issues with the application. Bug reports allow us to troubleshoot issues and provide customer specific support.

Location: ParkRight requests this permission to show your location on the map and to provide the closest parking bays to your current location. Understanding where the closest available parking is will allow you to save time and get on with your day.

Phone: ParkRight requests this permission to allow you to receive the verification code through a phone call while registering for the application.

Photos/Media/Files: ParkRight requests this permission to access ParkRight specific record logs during your use of the application. These logs allow us to provide support through bug reports on any issue that may come up with your use of the application. Bug reports allow us to troubleshoot issues and provide customer specific support.

Camera: ParkRight requests this permission to allow you to take advantage of the ability to scan a credit card instead of typing in the credit card information. This saves you time on credit card input.

Bluetooth: ParkRight requests this permission to be able to offer location based discounts on your parking stays – a service not currently offered, but one which the City of Westminster may wish to introduce in the future.

Device ID and Call information: ParkRight requests this permission to gather your phone number to auto-fill your responses to our requests. This saves you time during the registration process.

Is there an app for Blackberry or Windows phones users?
There is no app for Blackberry or Windows phones, but users can access ParkRight.info online or from a mobile web browser.

For an app-like experience on a Windows phone, you can take advantage of the Pin to Start feature in Internet Explorer. To do so:

  1. Open Internet Explorer on your Windows phone.
  2. Navigate to parkright.passporteu.com and allow the page to fully load.
  3. Tap More, then tap Pin to Start.

Following the instructions above allows you to pin the ParkRight mobile web page to your Start screen and use it like a dedicated Windows phone app. For additional instruction on the Pin to Start feature, please visit the Windows phone how-to page.

Can I download the app on my tablet?
iOS users can download the ParkRight app on their iPad, but a valid mobile phone number is still required to create an account and use the app. Android users cannot download the app on a tablet at this time due to limitations within the Android platform.

How do I extend my parking with ParkRight?
One of the benefits of ParkRight is the freedom to extend your parking session from a remote location, such as a restaurant, office, or residence. If you’re using ParkRight and your phone has service, your volume/vibration is on and the application settings are set to receive alerts, you will receive an alert when you have 10 minutes left on your parking session. You can monitor how much time is left on your session at any time by opening up the app. Please note though that pay to park bays in Westminster have a maximum stay period which is indicated on the bay signage. This is usually 4 hours.

How do the Parking Marshals know that I have paid for parking?
Each time you use ParkRight, you will enter your vehicle registration mark that identifies your parking session. The Marshals determine if you have paid by looking up your vehicle registration mark and payment status on their handheld devices.

How can I deactivate my account?
Deactivate your account at any time by visiting ParkRight.info. Once you log in, select the Menu (upper left corner icon with three horizontal bars), click on Profile and then click the Deactivate Account button. Complete the short process to deactivate your account. There are no fees to deactivate an account. Be aware that once you deactivate your account, it can’t be reactivated. If you wish to use ParkRight again, you will need to create a new account.

Using ParkRight:

How do I know if ParkRight is available where I parked?
ParkRight is available throughout the City of Westminster. Just look for the ParkRight logo on street signs on the same side of the street.

What’s a location number? How do I locate my location number?
4-digit location numbers will be clearly displayed on the parking signs attached to the street furniture adjacent to the bay where you are parking.

Why is it important to use the correct location number?
Each parking place (rank of bays) may have different parking hours of operation or tariffs. Entering the wrong location number could result in a parking contravention occurring and the issue of a parking ticket accordingly.

When I use ParkRight, I am receiving more time than I purchased. What am I being charged for this?
ParkRight adds up to 2 minutes of complimentary time to each initial purchase in most instances. You are charged only for the time that you select and not for any extra time added by ParkRight.

Can I pre-pay for parking?
Yes. You will be able to pre-pay in nearly all locations. If you are attempting to book a parking transactions after the hours of operation have ended (6.30pm) and the ParkRight app allows you to proceed, then your parking session will begin at the start of the hours of operations for the next day (8.30am).

If pre-payment is not allowed, you will receive a dedicated pop-up message informing you of this.

If I don’t have my mobile phone with me, can I use a different phone to pay for parking?
In some instances, yes. If you have registered with your e-mail address, then you can use a computer or even another device to sign in to your ParkRight account by using the same e-mail address that you initially registered for ParkRight with. A verification code will be sent to your e-mail address so we can verify that you are the true account holder.

If you have registered with your phone number, then you most likely will not be able to use a computer or another device as the verification code with be sent to the device associated with the phone number you registered for ParkRight with.

I drive multiple vehicles. Can I add more than one vehicle registration mark to my ParkRight account?
Yes. ParkRight allows you to add as many vehicle registration marks as you like, and multiple users can add the same vehicle registration mark (say for a shared family car or company car). For your convenience, ParkRight has a vehicle management feature, which allows you to add and delete vehicle registration marks. You can also “nickname” your vehicle. Then it’s all stored for you to choose the vehicle you want the next time ParkRight is used. Simply go to the menu bar and choose Vehicles to add or delete a vehicle. Choosing an existing vehicle will allow you to assign or update a nickname for the vehicle, as well as delete a vehicle.

Why is it that sometimes I can extend parking and sometimes I can’t?
You may be unable to extend parking if you are outside the location’s hours of operation or due to a parking restriction. When you purchase parking, you are not permitted to purchase more time than the allowed length of stay. Make sure you check for tariffs and parking restrictions on the signage in order to avoid incurring a parking ticket.

Like many apps or mobile services, ParkRight requires a good mobile or Wi-Fi signal. The connectivity of your personal devices is not under our control, and if you experience failure in wireless service, you will be unable to extend your parking session remotely.

Can I change my notification alert to something other than 10 minutes?
No. At this time, the time period for the notification alert feature cannot be changed.

I parked using the wrong location number; can I change it?
You cannot change a location number once your parking session has started, so remember to review the confirmation screens before confirming your sessions.

How do I know if my parking time was processed?
The ParkRight app or mobile web session screen shows the start and end times of your parking session. Additionally, a countdown timer will show the remaining amount of time to your current parking session at any point in time.

Why can’t I purchase 1-9 minutes of parking time?
The system operates a minimum purchase of 10 minutes’ parking time.

Accounts & Payments:

How do I pay for parking using ParkRight?
The ParkRight application allows you to save multiple credit or debit cards to your account. When you are booking a parking session, simply choose the correct card that you would like to use and that parking session’s amount will be charged to that card.

Can I access my parking history? How do I get receipts?
Your ParkRight transactions are saved and can be accessed two ways:

  1. To e-mail a receipt of a parking session directly from the side-menu in the app, select Parking History. The app keeps a history of your last 20 parking sessions. Choose a recent session and select E-mail Receipt at the bottom of that session. This will send a receipt to the e-mail address associated with the ParkRight account. If you registered with your phone number, then you can always go to your Profile and add your e-mail address to receive parking receipts.
  2. To view the entire parking history of your account, you may log in to ParkRight.info from a computer and run reports as necessary through Parking History side-menu item.

Is it safe to make payments via ParkRight?
ParkRight is committed to protecting your customer information. Your card number is encrypted and your information is handled as specified in our privacy policy available here.

How does ParkRight use my e-mail address?
We use your e-mail address only to send you important information regarding your ParkRight account, like parking receipts and card expiring notices.

Enforcement:

How do Parking Marshals know that I have paid for parking?
Each time you use ParkRight, you will enter or select your vehicle registration mark, which identifies your parking session. Enforcement personnel will look up your vehicle registration mark to determine if you have paid. Do not place your phone in the windshield as proof of payment. Each time you use ParkRight, you will enter your vehicle registration mark that identifies your parking session. The Marshals determine if you have paid by looking up your vehicle registration mark and payment status on their handheld devices.

How can I avoid getting a parking ticket when using ParkRight?
If you’re using the app and have a signal, your volume/vibration is on and the application settings are set to receive alerts, ParkRight will send a notification alert to your mobile device when you have 10 minutes left on your parking session. At that point, you can extend your session from your phone, subject to restrictions (see Why is it that sometimes I can extend parking and sometimes I can’t?). However, we cannot be responsible for any failure to receive a notification alert or extend your parking session because of any failures in wireless service, malfunctions with your wireless carrier or malfunction with the personal device being used with ParkRight.

Please also make sure that the bay or space in which you are trying to park is not suspended.

How can I deactivate my account?
Deactivate your account at any time by visiting ParkRight.info. Once you log in, select the Menu (upper left corner icon with three horizontal bars), click on Profile and then click the Deactivate Account button. Complete the short process to deactivate your account. Be aware that once you deactivate your account, it can’t be reactivated. If you wish to use ParkRight again, you will need to create a new account.

Troubleshooting:

The app doesn’t work; I’m not getting notification alerts; it’s slow?
Like many apps or mobile services, ParkRight requires a good mobile or Wi-Fi signal. If you experience any issues with the app, check your phone’s coverage status and/or Wi-Fi signal first. The connectivity of your personal devices is not under our control, and we cannot be responsible for any failure to get a notification alert or inability to extend a parking session because of failures in wireless service, malfunction with your phone provider or malfunction with the personal device being used with ParkRight.

Please check the phone settings to ensure that the volume/vibration is on and the application settings are set to receive alerts.

Also, please be aware that sessions originated from the app, whether on iPhone, iPad or an Android device, receive notifications on the app and on that specific device (and not via text message).

You can also access your ParkRight account online for a parking transaction. It looks, feels and works just like the app.

If you continue to experience problems, let us know by visiting the Menu > Send Bug Report on your app or on ParkRight.info and then restart the app. We’ll look into it as soon as possible. Please remember that if you’re unable to pay for parking through ParkRight for any reason, you’re still required to pay for parking and should do so by dialing the dedicated payment number on the street signage.

How do I reset my PIN?
You create your PIN when you sign up for an account. If you wish to reset your PIN, log into the app or mobile web page at ParkRight.info and click on the Reset PIN button on the Login page. You will be required to re-enter your payment card currently on file to verify your identity (we provide the last four digits to help you remember which card you used). After successfully verifying your payment card details, you will be taken to the Reset PIN page, at which point you can reset your PIN.

Why can’t I add more time to my parking session?
If you are unable to add additional time to your parking stay, it is likely that:

  1. You have reached the maximum parking time allowed.
  2. You do not have to pay as no payment is required (check posted signs for hours of operation).

Why am I receiving a time out error?
ParkRight allows 300 seconds to complete a transaction before the system times out. If a time out occurs, simply begin your transaction again.

Why didn’t I receive a notification alerting me that my time is about to expire?
Like many apps or mobile services, ParkRight requires a good mobile or Wi-Fi signal. Check your phone’s coverage status and/or Wi-Fi signal. We cannot be responsible for any failure to receive a notification alert or extend parking because of failures in wireless service, malfunction with your phone provider or malfunction with the personal device being used with ParkRight.

Also, go to Menu > Options and make sure that the “Application Reminders” option is selected. Check your phone’s Push Notification settings, volume/vibration settings and make sure that your phone has service. If you are experiencing any problems, let us know by visiting Menu > Send Bug Report on your app or on ParkRight.info. We’ll look into it as soon as possible.

My phone battery has run out and I can’t pay for my parking with ParkRight. How can I pay for my parking?
If your device’s battery has run out, you can also access your ParkRight account online at ParkRight.info to book a parking transaction. It looks, feels and works just like the app.

Please remember that if you’re unable to pay for parking through ParkRight for any reason, you’re still required to pay for parking and should do so by dialing the dedicated payment number on the street signage.

My name and/or account information has changed. How can I change it?
No problem. Using the app or website, visit the Menu and access the options under Settings to change your Profile and/or Payment Details.

I have a new vehicle registration mark. What do I do?
ParkRight has a vehicle management feature which allows you to add and delete vehicles. You can also “nickname” your vehicle. Simply go to the menu bar and press Vehicles to add a vehicle. Updating the vehicle allows you to assign or edit a nickname for the vehicle. It’s all stored for you to choose the vehicle you want the next time ParkRight is used.

I have a new phone number. What do I do?
If you have a new phone number, you will need to register a new account for that phone number. Deactivate your current account online at ParkRight.info and then sign up for a new account.

Can I add another phone number to my account?
No. Each account is connected to a single phone number.

I have received multiple charges on my bank account after I used the app. I believe I am a victim of fraud. What can you do?
Contact the bank associated with your credit/debit card immediately if you believe you may be a victim of fraud. In addition, please call us immediately at 020 7823 4567 and we can help you determine if the charges are legitimate.

I’m trying to create an account but it keeps saying “User Exists.” I’ve never signed up before. Help!
Call us at 020 7823 4567 and we can help you sort out the situation.

May I get a refund for any unused time?
No. Refunds for unused time are not available.

For Mobile Browser and Basic Phone Users:

Am I charged for text messages that I receive from ParkRight?
ParkRight does not charge for text messages we send to you, but text messages are subject to standard message and data rates charged by your wireless service provider.

How can I change my text message preferences?
You can manage your text message preferences in the Options section on your online account.

How do I stop text messages?
You can stop text message notifications by visiting the Options section on your online account and disabling text messages. Be aware, however, that if you choose not to receive text message alerts, we cannot remind you of when your parking expires.

How many text messages will I receive?
The number of text messages you receive will depend on the number of parking transactions that you enter in to.

What else should I know about text messages I may receive from ParkRight?
Text messages are subject to your phone provider’s standard message and data rates. To stop text messages, visit the Preferences section on your online account and disable text messages.

Help & Support:

How do I get support?
Using the app or website, go to Menu > Send Bug Report and send us the details of your issue. If you need immediate assistance, call 020 7823 4567.