Car park entry and exit - all you need to know

If you need immediate assistance while in a car park, press the HELP button at the boomgate or pay station to speak with our 24/7 customer service team.

How to enter and exit a car park when paid in advance

At Entry

At the majority of our car parks, you can enter using the unique QR code or PIN you received when you made the purchase online. Simply drive up to the entry device and either select “Scan QR code” or “Enter PIN”. You can find your PIN and QR code in the ‘Account’ tab under ‘Purchases’ when signed in on the website or in the app, or in your Google or Apple Wallet if you have used this function. If you are using the app’s ‘gate opening’ function, please ensure you have Bluetooth enabled on your mobile phone, or this will not work. Should you not have a connection at entry, please select the intercom. 

At Exit 

Simply proceed to the exit and enter the same PIN or scan the QR code on your device. If any additional charges are owed, e.g., if you stayed longer than your expected paid time period, the difference for your stay will be calculated, and you will be asked to scan your payment card. If you used the app’s ‘gate opening’ function on entry, please ensure you have Bluetooth enabled on your mobile phone, then proceed to the exit. Open the purchase in your app, then using the slide function, swipe your screen along the “Open Gate” button. This will open the gate and allow you to exit the car park.

How to enter and exit the car park when you drive up and pay on the day

At Entry
Our car parks have several different entry methods, including requiring you to download an app, no boomgate with an in-car park pay machine, boomgate with an entry device, and combinations of these. Therefore, we have separated entry information into these three key types to answer your questions:

Boomgate and Entry Device
You need to scan your credit/debit card to enter and use the same card to exit. This applies even if there is a free period because the scanning of a card is how we track the number of customers in the car park.
It is important to use the same card to exit so that we know you have left and to prevent overstay fees from being calculated by mistake.

Pay by App Car Parks
These car parks require you to download the app to park, open the gate, and pay. Because using the app has specific requirements, please click here for more info.

Pay Machine in Car Park
Please follow the in-car park signage as the parking rates and requirements can vary.
Pay machines in the car park or at the exit may require you to add your vehicle registration or pay and display a ticket on your car’s dashboard. Please check which is required and ensure the vehicle registration is correct or the ticket is visible, as you may receive a breach notice for non-payment if not.

At Exit
For all car parks, simply proceed to the exit and leave after paying the required amount. If you take longer than 15 minutes to exit from the time you paid, at a car park with a boomgate, you will need to press the HELP button and explain the reason or pay any additional charges.

Boomgate and Entry Device Specific
If the boomgate does not open, please report this by pressing the HELP button or alerting the on-site staff. Additionally, you can call 02 8000 8790. Do not try to lift the gate yourself or otherwise damage the gate as charges will apply, and cameras are in operation.

If you have an exit voucher given to you by a retailer or other business (often a promotional code or QR code), follow the prompts to use it at the exit device. These cannot be applied after you have made a payment if you miss a step.

The car park I've entered is full, what can I do?

We do our best to manage occupancy in the car park to accommodate our customers. There are times when demand in a car park increases significantly and too fast to accomodate everyone. If the car park becomes full, please press the intercom button at the entry, exit or automatic pay station and our friendly Customer Support team will direct you to the most convenient parking nearby.

I've lost my ticket, what can I do?

If your car park provides paper tickets and you have lost your ticket, we cannot determine the length of time that you have spent in the car park so a lost ticket fee will be charged. You can pay the lost ticket fee by selecting "Lost Ticket”, on the car park equipment or alternatively you can pay through the intercom by contacting a member of our friendly Customer Service team, or calling us on Tel: 02 8000 8790 The lost ticket fee amount can be found on the rate board at the pay station, or at the entry and exit of the car park. We strongly recommend keeping your ticket in a safe place to ensure you pay the appropriate rate for the time you have spent in the car park. We also recommend keeping your ticket away from your mobile phone, as this may damage the magnetic strip.

The boomgate is up!

Please ensure you always use your online PIN or QR Code or credit card upon both entry and exit at the device by the boomgate.

If you do not use your PIN or QR Code or the same credit card you used at entry, it will not allow you to exit the car park. 

When you do not use your PIN or QR Code upon exit, you may be charged an additional cost as our system may still register you as being inside the car park, even if you have left!

How do I know if my preferred car park is open or suitable for my car?

We've included information about operating hours, parking types/solutions, payment options and height restrictions on our website and App for each car park. To find this, click on the link to "Find Parking" and follow the prompts. We recommend that you check your preferred car park details prior to entering as we are unable to process refunds for any pre-paid parking once the time/date selected is within 60min of entry time or expired.

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