Secure-a-Spot Frequently Asked Questions (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.
Don’t forget that number! That’s your exclusive key to enter and exit the car park, but it can only be used once!
Please Note: Your Secure-a-Spot PIN will not be active for 15 minutes from the time you made your booking.
- 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 marked as Reserved, Disabled Bays or Loading). For Secure-a-Spot Early Bird Parking, you must parked in allocated Early Bird areas only or as directed by staff or signage.
- When you leave the car park simply re-enter your Secure-a-Spot Access PIN Number at the Touch Screen at the car park exit. If you accidentally miss your exit time, don’t worry. Your Secure-a-Spot PIN will still let you out of the car park but you will 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 five-digit Access PIN. Please do not leave your Reservation Confirmation in your vehicle in a visible area 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?
No, 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:
- Have you arrived at the car park later than 15 minutes from the time that you made your Secure-a-Spot booking?
- Are you entering the correct PIN
- Have you entered during your booking entry times?
- 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 SecureVision customer service operator. If you take a ticket at the entry instead of using the five-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 Fee.
Please Note: Your Secure-a-Spot PIN will not be active for 15 minutes from the time you made your booking.
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 or Loading Bays. For Secure-a-Spot Early Bird Parking, you must parked in allocated Early Bird areas only or as directed by staff or signage.
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.
If you have booked an Early Bird Parking product and leave prior to the Early Bird Parking departure conditons, you will not longer be eligable for Early Bird Parking and will be charged the appropriate fees for Casual Hourly Parking.
What happens if I stay longer than my intended exit time?
You will receive a reminder email 30 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 web site, 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 Entry 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 30-days in advance of your intended arrival date.
Can I book multiple bays or additional days in a single booking?
To add bays to a booking for same booking period, select the 'Edit Date / Add Bays' button next to the relevant date on the Product Selection page during your booking. You will be prompted to add bays (up to daily maximum permitted).
To add additional days to your booking, select the 'Add Additional Days' button on the Product Selection page during your booking. If you are staying in the car park continuously for a period whereby no products are available, we recommend booking for the first day or night only (do not add additional days) from a time when you will enter the car park, and when exiting the car park you will incur an overstay fee at the standard Secure-a-Spot rates.
You will only incur one booking fee per transaction with multiple bays or multiple days.
Please note, that once you select a product at a specific car park you can only add that product to your booking. If you wish to book multiple products across multiple days, you must complete the booking process for each product and then select the 'Make Another Booking' button on the confirmation page of each booking.
How close to my entry time can I make a booking?
You can make a booking up to 15-minutes in advance of your intended Reservation Period. However, you will not be able to amend of cancel your booking.
Can I use Advantage Parker to pay for my Secure-a-Spot booking?
Advantage Parker can be used for any Secure-a-Spot booking. Just follow the normal Secure-a-Spot booking process and enter your Advantage Parker card number when prompted.
Can I cancel my booking?
You are able to cancel a booking up to 60 minutes prior to the Entry Time of your Reservation Period by looking up your booking in the "My Current Bookings" Tool in the 'My Account" page when you are logged into Secure-a-Spot. You will incur a $1.50 cancellation fee ($1.00 Cancelation Fee plus $0.50 Booking Fee) for any booking that you cancel.
If you have made a booking with multiple days, you can cancel your booking up to 60 minutes prior to your first booking's arrival date and time. Once the first booking's arrival date has passed, you will no longer be able to cancel your booking. You can however change the arrival date of any booking in which the arrival date has not passed up to 60 minutes prior to each arrival date.
If you have made a booking with multiple bays on the one arrival date, you cannot adjust the number of bays once the booking has been confirmed. You can adjust your arrival date up to 60 minutes prior to the arrival time of your 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 SecureVision 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 1300 727 483 during business hours Monday to Friday or visit www.secureparking.com.au and then Contact Us.
What is the Booking Fee?
A Booking Fee is applied to every Secure-a-Spot transaction (except for some specified promotions). There will only be one Booking Fee applied to a transaction that includes multiple bays or multiple days. You will not receive a refund on your $0.50 Booking Fee when you cancel your booking.
I booked online and tried to park, but my car was too high for the car park and I could not enter – Am I entitled to a refund?
Secure Parking does not offer refunds to any Secure-a-Spot customers based on their car not meeting the height restrictions of the car park for which they have made a booking. 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.secureparking.com.au.
When I visited the car park, I could not locate the Secure-a-Spot touch screen. I had to take a ticket or use 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 SecureVision 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.
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 60 minutes prior to the arrival time of your Reservation Period.
I arrived early for my Secure-a-Spot booking and my Access 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 Access 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 Access Code. You can only make a change to your original Secure-a-Spot booking 60 minutes prior to your booking.
If you have booked a product with Entry and Exit Windows, such as Early Bird Parking, Evening Parking, Weekend Parking, PM Parker and Party Parker, you can enter and exit the car park any time within those windows.
For Example: Early Bird - Enter between 6:00am - 10:00am and exit between 3:00pm - 7:00pm.
For Example: Evening Parking - Enter after 5:00pm and exit before 5:00am the following day.
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 Access PIN will allow you to enter any time within the specified entry conditions For Example: Enter between 6:00am - 10:00am. If you arrive at the car park after the completion of the entry time window (after 10:00am) your PIN will not give you access to the car park. The only exception to this is if you make your booking at a time that is within the entry conditions, you will need to wait 15 minutes before your PIN becomes active and you can enter the car park.
For exit, your Access PIN will allow you to exit the car park any time within the specified exit conditions. For Example: Exit between 3.00pm - 7.00pm. If you attempt to exit the car park prior to the start of the exit conditions, you will be charged the equivalent tariff for a casual parking stay (less the original cost of the booking). If you leave after the end of the exit conditions your PIN will still work and you may incur additional charges for your parking stay.
When I attempted to leave the car park using my Access 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 Access PIN Code, you must use the intercom at exit to speak with a SecureVision 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 SecureVision representative is recorded on video and 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.
I was not able to use my Secure-a-Spot booking as I was unwell or otherwise could not use. Can I receive a refund?
Secure Parking does not offer refunds or credits for Secure-a-Spot bookings that are not used. We do provide customers with the ability to cancel a booking up to 60 minutes 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?
No. Your Secure-a-Spot Access PIN will allow only single entry and exit at the car park during booking date and times and at the selected Secure-a-Spot car park.
Upon entry or exit of the Secure-a-Spot car park, the boomgate 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. If you do not use your PIN upon exit, you may be charged an additional cost as our Secure-a-Spot booking system will record you as still being in the car park.