Secure A Spot FAQ's | Secure Parking
UK

Secure a Spot FAQs

What do I do when I get to the car park?

When you complete your Secure-a-Spot booking, you’ll be sent a confirmation email that includes a five-digit Access PIN number.

Don’t forget that number! That’s your exclusive key to access the car park, but it can only be used once!

Just enter your exclusive Secure-a-Spot Access PIN Number at the Orange Secure-a-Spot Touch Screens in the clearly marked Pre-Booking lanes at the car park entry.

Park in any of the available bays (except a Reserved Bay). For Secure-a-Spot Early Bird Parking, you must park in allocated Early Bird areas only or as directed by staff.

When you leave the car park simply use your Secure-a-Spot Access PIN Code at the Touch Screen at the car park exit. If you accidentally miss your exit time or exit outside of your product’s exit frames, don’t worry, your Secure-a-Spot PIN Number will still let you out of the car park but you may receive an additional charge to your nominated credit card.

Do I need to bring my Booking Confirmation to the car park?

Unless specified on your Reservation Confirmation there is no need to bring your Reservation Confirmation to the car park. However, we do recommend that you memorise your 5-digit Access PIN. Please do not leave your Reservation Confirmation in your vehicle in a visible area, as it may expose it to use from an unauthorised person.

Can I use my Secure-a-Spot Access PIN Code at any other car park?

Your Secure-a-Spot Access PIN Code cannot be used at any other car park. After you use your Access PIN at your nominated Secure-a-Spot Car Park it will not be available for use again.

My Access PIN Code is not working when I attempt to enter the car park?

If you attempt to use your Secure-a-Spot Access PIN at the Secure-a-Spot Touch Screen at the car park and it does not work, please check the following:

Are you entering the correct PIN?

Have you entered at the right time?

Are you in the correct car park?

If all the above information was correct, we recommend that you press the intercom button and speak to a highly trained Secure Parking customer service operator. If you take a ticket at the entry instead of using the 5-digit Access Code on the Secure-a-Spot Touch Screen, you may be liable to pay for parking at the standard rate for the period parked, in addition to the Secure-a-Spot online transaction.

What happens if I arrive earlier than my Booking entry time?

For all Secure-a-Spot Bookings, you will have a 15-minute grace period prior to the entry time of your Secure-a-Spot Reservation Period. If you exit the car park outside of your Reservation Period, you may incur fees in addition to your Secure-a-Spot Booking Fees.

Where can I park?

You can park in any available bays at the Secure-a-Spot car park, except those marked as Reserved Bays, Disabled Bays (Blue Badge holders exempt) or Loading Bays. For Secure-a-Spot Early Bird Parking, you must park in allocated Early Bird areas only or as directed by staff.

What happens if I park for less than my intended booking period?

If you do not park for your entire Secure-a-Spot Reservation Period, you will not be entitled to any refund amount for your Secure-a-Spot Booking.

What happens if I stay longer than my intended exit time?

You will receive a reminder email 15-minutes prior to the end of your Secure-a-Spot Reservation Period.

If you stay longer than your Reservation Period you may incur additional charges at the Secure-a-Spot rates for that car park for your additional duration of stay.

Is my Credit Card safe when I use Secure-a-Spot?

Absolutely. When you enter your Credit Card on the Secure-a-Spot website, it is securely encrypted using SSL encryption, digital certificates, and latest security technologies. During all stages of processing, your Credit Card number always remains securely encrypted, right up to when it reaches your own bank.

The entire Secure-A-Spot payment process is certified to the highest possible level of Credit Card compliance rules, called PCI, and is subject to annual review and auditing by specialized external auditors.

Is the Secure-A-Spot PIN Code secure?

Yes, the entry code that the Secure-A-Spot system assigns you is a single-use, parking specific code.

It bears no relationship to any of your Credit Cards or banking pins, and cannot be reused by anyone else after your parking visit is completed.

How far in advance can I book my parking?

You can make a Secure-a-Spot booking up to one month in advance of your intended arrival date.

How close to my entry time can I make a booking?

You can make a booking up to one-hour in advance of your intended Reservation Period. However, you will not be able to amend or cancel your booking.

Can I cancel my booking?

You are able to cancel a booking 24+ hours before the booked Entry Time of your Reservation Period. You can cancel your booking by contacting Secure Parking on 0845 600 6456 during normal business hours or by email to services@secure-parking.co.uk. Please note, a £1.50 cancellation fee applies, you will receive a refund of the product booked, booking fee is non-refundable. Bookings cannot be canceled or amended within 24 hours of Entry Time. 

Who should I contact if there are any issues with my booking?

In the event that you require assistance for a Secure-a-Spot booking at the entry of the Secure-a-Spot car park, we recommend that you press the intercom button and speak to a highly trained Secure Parking customer service operator. They will have access to the Secure-a-Spot system and will be able to verify the details of your booking and assist.

If you have any queries about your booking prior to or following your Secure-a-Spot booking, you can contact our Customer Service team on 0845 600 6456 during business hours Monday to Friday or email services@secure-parking.co.uk

I booked online, but just tried to park, but my car was too big for the car park and I could not enter – Am I entitled to receive a discount?

Before completing an online booking with Secure-a-Spot, you should always check the height restrictions for the car park you intend to visit. The height restrictions can be found in the description of the car park within Secure-a-Spot or by checking the car park details at www.secure-parking.co.uk. Secure Parking does not offer refunds to any Secure-a-Spot customers based on their car not meeting the height restrictions of the Secure-a-Spot car park that they have made a booking at.

When I visited the car park, I could not locate the Secure-a-Spot touch screen. I had to take a ticket to enter the car park and had to pay for my parking at a much higher rate – Am I entitled to a refund?

All Secure-a-Spot car parks have clearly marked Secure-a-Spot touch-screens located next to the ticket machine at every entry and exit within the car park. In the event that you are unable to locate a Secure-a-Spot touch screen at the entry of the Secure-a-Spot car park, we recommend that you press the intercom button and speak to a highly trained Secure Parking customer service operator. If you take a ticket at the entry instead of using the 5-digit PIN Code on the Secure-a-Spot Touch Screen, you may be liable to pay for parking at the standard rate for the period parked, in addition to the Secure-a-Spot online transaction.

When I visited the car park, I could not locate the Secure-a-Spot touch screen. I used my credit card to enter and exit the car park and had to pay for my parking at a much higher rate – Am I entitled to a refund?

All Secure-a-Spot car parks have clearly marked Secure-a-Spot touch-screens located next to the ticket machine at every entry and exit within the car park. In the event that you are unable to locate a Secure-a-Spot touch screen at the entry of the Secure-a-Spot car park, we recommend that you press the intercom button and speak to a highly trained Secure Parking customer service operator. If you use a credit card at the entry and exit of the car park instead of using the 5-digit PIN Code on the Secure-a-Spot Touch Screen, you may be liable to pay for parking at the standard rate for the period parked, in addition to the Secure-a-Spot online transaction.

When I was attempting to make a booking with Secure-a-Spot I experienced issues with my internet and I think I have made two bookings. How can I check this?

When you make a booking using Secure-a-Spot you will receive a Booking Confirmation to the email address that has been registered to your Secure-a-Spot account. If you have accidentally made two Secure-a-Spot bookings you should receive a separate Booking Confirmation for each instance. 

Alternatively, you can check your Bookings in the ‘My Bookings’ section of your account profile. If you have accidentally made more than one booking, you will be able to identify and cancel the incorrect booking. You can cancel a booking up to 24 hours prior to the arrival time of your Reservation Period.

I arrived early for my Secure-a-Spot booking and my PIN Code will not let me in. Can I adjust the time for the booking?

Every Secure-a-Spot booking has a 15-minute Grace Period built into the booking which enables you to arrive and use your PIN Code 15 minutes prior to your original booking. If you arrive prior to the Grace Period of your Parking Reservation you will be unable to access the car park with your PIN Code. You can only make a change to your original Secure-a-Spot booking 24 hours prior to your booking.

I need to update my Secure-a-Spot Early Bird Parking booking as I will be entering/exiting the car park later than I originally booked. Do I still need to update my entry and exit times if these are within the Early Bird entry and exit times at the car park?

For Secure-a-Spot Early Bird Parking, your PIN Code will allow you to enter 15 minutes prior to your original booking entry time and up until the close of Standard Early Bird entry times. For exit, your PIN Code will allow you to exit the car park between the Standard Early Bird times as specified on the Car Park information page, without incurring any additional costs regardless of an expiry notification alert notification being sent to you. 

When I attempted to leave the car park using my PIN Code, the touch screen was not working. I had to leave using the assistance of the Operator via the intercom at the exit. I then received an email stating I have not left the car park within my Reservation Period and will incur additional charges. What can I do?

In the event that you attempt to leave the car park and are unable to use your PIN Code, you must use the intercom at the exit to speak with a Secure Parking Customer service representative. They will have access to the Secure-a-Spot system and will be able to verify your Access PIN and allow you to exit the car park. If after leaving the car park, you receive an email informing you that additional charges will be incurred, do not worry. All communication with a Secure Parking representative is recorded on video and/or audio and we will be able to verify your conversation and issue a refund if you have legitimately left within your original booking period. If the recordings demonstrate that you have left the car park you may still be liable for additional charges. Please contact us on 08456006456 or by email at services@secure-parking.co.uk for assistance.

I was not able to use my Secure-a-Spot booking as I was unwell. Can I receive a refund?

Secure Parking does not offer refunds for Secure-a-Spot bookings that are not used. We do provide customers with the ability to cancel a booking up to 24-hours prior to the entry time of your Secure-a-Spot booking period. 

Am I allowed to enter and exit the car park on multiple occasions with my Secure-a-Spot Access PIN Code on my selected Secure-a-Spot booking date?

Your Secure-a-Spot Access PIN Code will allow only single entry and exit at the car park on your selected booking date, at the selected Secure-a-Spot car park.

Upon entry or exit of the Secure-a-Spot car park, the barrier was up and I'm unsure if I still need to use my Secure-a-Spot PIN code to enter or exit the car park.

You must use your Secure-a-Spot PIN code upon both entry and exit at the orange Secure-a-Spot touch screens of the car park. If you do not use your PIN number upon entry, it will not allow you to exit the car park at your specified exit time. If you do not use your PIN number upon exit, you will be charged an additional cost as our Secure-a-Spot booking system will record you as still being in the car park.  

 

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