General Questions

Question

Why am I required to transfer my account to the new online payment system?

Answer

This new payment system responds to a clear demand over the last few years to offer an online payment system option to our monthly parking customers. While we appreciate that some customers may initially be resistant to the change, the new system is a major enhancement for our monthly parkers because it will:

·         Give monthly parkers greater flexibility in managing their payment account details and payment method preferences; and

·         Provide greater security for our monthly parkers’ credit card and banking account details.  The new system complies with recent and more stringent Payment Card Industry Data Security Standards (PCI DSS) regulations regarding the storage of such information. 

Question

Do all monthly parkers need to enroll in the new system by August 14^th?

Answer

No, only monthly parkers who are currently set-up to have payments made automatically via EFT or credit card payments at a location that accepts both recurring credit card and EFT payments for monthly parking and who are not yet enrolled in the new online payment system.   If you have received Standard Parking’s July 2009 letter notifying you of the transfer of your account to the new online payment system, you should enroll in the new system by August 14^th to ensure that there are no disruptions in processing your monthly payments. 

Question

What if I don’t want to be set-up on the new online payment system?

Answer

Affected monthly parkers can opt to turn off their auto-recurring payment setting by notifying their Facility Manager that they would like to change their payment method.  Customers can request that monthly statements be sent and then make a payment by check or a manual credit card transaction at the garage provided that the garage accepts onsite credit card payments for monthly parking accounts (your Facility Manager can confirm whether your garage accepts manual credit card payments).  Enrollment in the new online payment system is the only option if you want your payments to continue to be made automatically on a monthly basis via EFT or credit card at participating locations.

Question

What happens if I don’t enroll in the new system by August 14^th?

Answer

If you are a monthly parker who is still set-up for automatic monthly payments (via EFT or credit card) at a participating location on August 14^th, you will automatically be enrolled in the system on that date.  As a result, your monthly parking payments will continue to be processed each month using the payment account information we have on file, beginning with your September 2009 statement.  Your personal enrollment is still critical, however, because we need a valid email address on file in order to send you account notifications.  Please enroll prior to August 14^th and re-enter your payment account information to ensure that all information (including credit card expiration date) is current, since out-of-date information may cause your payment to be declined.

Question

What if I don’t have internet access?  Can I give the Facility Manager or Bookkeeper permission to access my account online and set-up my account or make a payment on my behalf?

Answer

Unfortunately, this is not an option because it would violate information security guidelines.

Question

When should I contact a Facility Manager or Bookkeeper for assistance?

Answer

·         To set-up your monthly parking account if you are a new monthly parker

·         To determine the reason why your payment was reversed

·         To change your billing option to paperless (or vice versa)

·         To obtain your Account Number or Billing Zip Code

·         To update your contact information (address, phone number, billing zip code, etc.)

·         To cancel your monthly parking account and return your parking access device (cardkey, key fob, etc.).

·         To determine if your facility accepts on-site manual credit card transactions as payment for monthly parking (necessary if you want to turn off your auto-recurring credit card payments but still pay for your monthly parking by a manual on-site credit card transaction each month)

Question

What if I forget my password?

Answer

1.       Customers can obtain their passwords by clicking on the Forgot your password? hyperlink on the Monthly Parker Online Payment System log-in screen. 

2.       Type the email address associated with the account and click Submit.

3.       Enter your email address again and answer the Challenge Question, then click Submit. A temporary password will be sent to your email address.

Enrollment

Question

What does enrollment entail?

Answer

Enrollment is easy, but be sure to complete all necessary steps.

1.       From the Enroll section on the Login/Enrollment page, you will be asked to enter your account number and billing zip code (as provided in the letter you received from Standard Parking), as well as the T&C Code (code is automatically populated when you accept the Terms and Conditions).   

·         If you have not a received a letter from Standard Parking, you can obtain your Account Number and Billing Zip Code from your Facility Manager.

2.       Set-up your Log-in Credentials

·         Provide your email address. 

-          Your email address will become your username.

-          Account notifications will be sent electronically to the email address associated with the account.

·         Set your password

-          Must be 8 characters (alpha and numeric). 

-          If using a single letter or single number in password, the number or letter cannot be in the first or last position.

·         Answer “Challenge Question”

-          Your answer is used to validate your account credentials should you forget your password.

3.       Enter your credit/debit card or bank account details.

·         This will ensure current payment account information is tied to your account.

4.       Set-up Automatic Payments as your preferred payment method.  This assumes that you would like to continue to have payments automatically processed on a monthly basis via EFT or credit card payments.

·         Click on the Add button under Automatic Payments from the Change Account Number screen (found by clicking on the Billing Accounts button on the Manage Profile page).

Question

Why won’t the system allow me to enroll?

Answer

Not all Standard Parking locations are on the online payment system.  Please contact your Facility Manager to determine if your facility is using the new online payment system.

Updating Account Information

Question

Is de-activating my billing account information sufficient to cancel my monthly parking?

Answer

No.  Customers must cancel their monthly parking accounts by notifying the Facility Manager and returning their monthly parking access device.  Based on the timing of your cancellation, the system may not be updated in time to halt the processing of your monthly payment; therefore, we highly recommend that monthly parkers also promptly de-activate their billing account information from the online payment system. 

Making Payments

Question

When will my payment post to my account?

Answer

·         Auto-recurring Payments are set to be processed and posted on the monthly statement due date.

·         One-time payments are posted to your account within 1 business day.

Question

Why was my payment reversed?

Answer

There are many possible reasons, so contact your Facility Manager to obtain a more detailed explanation. Please allow 5 business days before contacting your Facility Manager to ensure that the detailed explanation is available.   

Error Messages

Question

What do the error messages mean?

Answer

Additional Help

Question

Where can I find additional help?

Answer

You have several options including:

·         Contacting your Facility Manager

·         Emailing Customer Support at CustomerSupport@standardparking.com

·         Leaving a voicemail on our Customer Support Hotline at 312.274.2100 and a member of our team will return your call within 1 business day