Q: Where is Park and Pay available?
Park and Pay is available in these car parks
Q: Are you getting rid of the Pay and Display machines?
No - we are not getting rid of the Pay and Display machines. If you do not have a mobile phone or do not want to use Park and Pay, you can still pay for your parking using Pay and Display.
Q: How do I use Park and Pay?
How to use Park and Pay
Q: How much does it cost to call/text the Pay by Phone number?
This will depend on your mobile phone provider.
Q: Are there any extra charges?
There is a small service charge made when using Park and Pay. Normally a small service charge applies of 20p for parking costing more that £2, or 10p when parking costs less than £2.
Other fees include:
- 10p for each text message reminder sent (optional)
- 10p for each text message confirmation sent (optional)
- 10p to if you wish to extend the duration of the parking period
Q: What cards does Park and Pay accept?
You can use the following credit/debit cards with Park and Pay
Mastercard, Switch/Maestro, Delta, Visa and Solo.
Unfortunately at this time Park and Pay does not accept Diners.
Q: Can I use a landline to Park and Pay?
Yes, you can use a landline to Pay by Phone but you will need to enter your 11 digit account number and also your PIN Number as the system is set up to recognise mobile phone numbers.
If you call from a landline, you will be charged at the BT National Call Rate.
Q: How can I check to see if I have used Pay by Phone correctly?
If you call back and the Pay by Phone system asks if you want to extend (or cancel) your parking, then you have used the system correctly. If you have used the text service you will receive a confirmation text message within 5 minutes.
Q: What will happen if I enter the wrong vehicle registration number when using Pay by Phone?
Once the Park and Pay session has been confirmed the details cannot be changed. If this does happen then contact Customer Services on (01325) 388799 in order to avoid a Penalty Charge Notice being issued. If you change your vehicle at any time then you will need to change your vehicle details in your account on the Verrus Website or through the automated system when calling and pressing 2 when prompted to go to the options menu.
Q: How will a Parking Attendant know that I have paid using Pay by Phone?
When you pay for your parking using the Pay by Phone Service, the vehicle registration number and parking time is displayed on the handheld device used by the Parking Attendants.
Q: I paid for my parking using Pay by Phone and was given a Penalty Charge Notice, why?
There are several reasons why you would have received a Penalty Charge Notice when you have paid using the Park and Pay service.
- You did not enter the correct Vehicle Registration Number or were not using the car that is registered with the service
- You entered an incorrect Location Number for where you were parked
- Your vehicle was not correctly parked within the markings of the bay you parked in
- You extended your parking beyond the maximum stay limit
- You did not Press 1 to confirm the transaction when paying by phone and the transaction did not register
- Your card payment failed and therefore no parking transaction was entered on to the system
You can check your Park and Pay transactions on the Verrus Website
If you received a Penalty Charge Notice and would like to query this, contact Customer Services on customerservices@darlington.gov.uk or (01325) 388799.
Q: What do I do if I forget my Pay by Phone personal identification number (PIN)?
You are given three attempts to enter your Park and Pay PIN. You are then given the option of having the PIN sent to your mobile phone. To enable this you must enter the last 4 digits of your debit/credit card.
To log on to the Verrus Website you can either enter your PIN or the last 4 digits of your debit/credit card.
Q: What should I do if I lose telephone signal or my battery goes flat whilst calling Pay by Phone?
If your telephone signal is lost while entering details to Park and Pay, you will need to call again and will be asked for any details that the system did not register
If your battery runs out before you are able to pay for, or extend, your parking, you should call from a nearby landline. You will need to manually enter your 11 digit mobile phone or account number. If this is not possible you can still use the coin operated Pay and Display machines.
Q: Do I have to pre-register to use Pay by Phone?
No. You do not need to pre-register to use the Pay by Phone Service, it can be done when you pay for your first parking session. However, you can register on line at the Verrus Website before you go to the car park, if you want.
Q: Can I add more vehicles to my Park and Pay account?
You can add extra vehicles to your account in various ways:
- By logging in to your account on the Verrus Website
- By calling the Pay by Phone telephone number (0870 066 2501), entering the location number and duration of stay as normal and then instead of pressing 1 to confirm the transaction, press 2 and then follow the instructions given.
- When parking and paying by text, simply add the additional Vehicle Registration Number to the end of the text message, eg: parking at location 7750 for one hour in an additional vehicle would be sent as the text message ' 7750 1 ABC123 '
Q: Can I change my Park and Pay account number?
Your account number is set up as your mobile phone number. If you change your phone number and subsequently need to change your account number, please contact Verrus who will be able to help you with this. Their email address is uksupport@verrus.com
Q: What happens if I change my mobile number?
If you change your mobile phone number you can either:
- Set up a brand new Pay by Phone account using your new telephone number on the Verrus Website
- You can contact Verrus via email at uksupport@verrus.com stating your current account number and the number you would like to change it to.
Q: When I check my parking history on the Verrus Website nothing comes up, why?
When checking your details and parking history on the Verrus Website please note that the dates have to be entered as month/date/year - i.e. in the American date format.
Q: Can I cancel my Park and Pay account?
Yes, you can cancel your Pay by Phone account at any time. You need to log on to your on-line account on the Verrus Website and click on 'Delete Account'