Frequently Asked Questions

What is epark?

epark is a pay-by-phone parking app. It can be used at Wilson Parking pay-and-display car parks in South Australia, Victoria, Western Australia, Queensland, and Tasmania.

How does epark work?

epark lets you start and stop your parking from your phone, paying on your credit card and eliminating the need to display paper tickets on your dashboard.

Where can I use epark?

epark is available at Wilson Parking pay-and-display car parks in South Australia, Victoria, and Western Australia. epark is also available at select car parks in Hobart and at the Gold Coast.

How much does epark parking cost?

Parking cost will vary depending on how long you park, the car park you are in, and the time of day / week. To view all of the epark rates available for a car park, go to the car park selector and select 'View Pricing'. Please also note that some car parks have a $0.50 transaction fee. If a transaction fee applies, it will be displayed on the app start screen.

Is there a transaction cost involved with using epark?

Using epark at some car parks will incur a $0.50 transaction fee per parking session. If this transaction fee applies it will be displayed on the Start Screen, where you select 'Start My Parking'. There are no ongoing contract terms or fees associated with having an epark account.

Are my credit card details secure?

Yes. epark uses a Tier 1 payment processor that adheres to the most stringent industry accreditations including PCI compliance and EMV certification.

How do I sign up to epark?

First, download epark from the App Store or Google Play. Then, select 'Sign Up' to create your account. You will be asked to identify a credit card during the sign up process – this credit card will be charged when you start your parking.

I already have a Book a Bay and / or a Wilson One account – do I need to sign up again?

Yes. You will need to sign up separately for epark, even if you already use Book a Bay or Wilson One.

Can I use my Book a Bay or Wilson One login on the epark app?

No. You will need to sign up separately for epark, even if you already use Book a Bay or Wilson One.

If my employer pays my mobile phone bills, can I register for epark?

Yes. epark charges your credit card, not your mobile account, so you can use epark if your employer pays your mobile bill.

What types of parking can I choose from?

Most epark car parks offer Casual rates and a selection of prepaid sessions including Earlybird, All Day, Night, or Weekend parking. Prepaid sessions offer a flat rate for a pre-set duration and are often more cost-effective than Casual parking. If a prepaid parking session is available, you will be able to select it instead of 'Start My Parking'.

Are all types of parking available at all locations?

No. Different locations will have different products available. The parking sessions available may also change depending on what time you park and whether or not you are parking on a weekend or public holiday.

How do I start a parking session?

To start a parking session, choose your car park from either the map or list view. If you're not sure which car park you're in, check the signage in the car park for a reference code (e.g. WAPER127). Then, select either 'Start My Parking' to begin parking at Casual rates, or select an appropriate prepaid product if available.

Note:
Before you start parking, it is recommended that you check the vehicle registration for your session in the app matches the registration of the vehicle that you will be parking.

How do I know which car park I am in?

If you're not sure which car park you're in, check the signage in the car park for a reference code (e.g. WAPER127).

How does the Parking Enforcement Officer know I have an active parking session on epark?

The Parking Enforcement Officer will check your vehicle registration against the active sessions in epark. This is why it is important to make sure the vehicle registration for the parking session in your app matches the car you parked.

Can I run multiple parking sessions at the same time?

Yes. You can have one or more sessions running but only one can be Casual (timed) and you must ensure that you have the correct vehicle registration selected for each parking session.

What if I forget that my Casual parking session is still running?

The epark app will send push notifications to your phone every 30 minutes to remind you that your Casual parking session is still running. You can adjust the frequency of these notifications by selecting 'Options' and updating your reminder preferences in the app.

How will I know when my prepaid parking session is due to expire?

The epark app will send push notifications to your phone 1 hour before your prepaid parking session expires. You can change when this notification arrives by selecting 'Options' and updating your reminder preferences in the app.

What if I am using prepaid parking and need to stay longer?

If your prepaid parking session is about to expire and you need to stay longer, just select 'Extend My Session' in the app. This will extend your parking session, at Casual rates. When you want to leave the car park, you will need to select 'Stop My Parking' to end your Casual parking session.

Do I have to use epark to park at Wilson Parking pay-and-display car parks?

You do not have to use epark to park at Wilson Parking pay–and-display car parks. epark is an optional service that you may choose to use as an alternative to using the payment machines in the car park and displaying a ticket on your dashboard.

How do I stop my Casual parking session?

When you're ready to leave the car park, open the epark app and select 'Stop My Parking'. This will end your Casual parking session and confirm the amount to be charged to your credit card.

How do I stop my Earlybird, All Day, Night, or Weekend parking session?

If you have selected a product with a predefined time period like Earlybird, All Day, Night, or Weekend parking, there is no need to stop your session. The parking session will automatically expire when the pre-set time is reached.

How do I use a promotional code?

To use a promotional code, first add it to your account by selecting 'Options' then 'Promotional Codes'. Enter the code exactly as it was given to you.

Once the promotional code is added to your account, it will automatically appear on the Home Screen when you are in a car park where it is available, or you can tap the promotional code selection box on the Home Screen and select the code you wish you use.

When will the discount be applied using a promotional code?

The discount associated with a promotional code will be applied at the time of payment, and will be shown on both your receipt and on the 'Transactions' tab in the epark app. Discounts from promotional codes will also be visible on any PDF invoices you download from myaccount.epark.com.au.

How can I view the details of a promotional code?

After you have added a promotional code to your account, you can select it to view its details. This will show you information including which regions or car parks are included or excised, and information about the discount and expiry date. Some promotional codes will also display conditions for redemption, for example 'park 5 times to get the next session free'.

Do promotional codes expire?

Yes. Promotional codes have a pre-set expiry date. If you have not used the promotional code or have not met the conditions of the promotional code prior to its expiry, you will not receive the discount after the expiry date. Expired promotional codes will be visible for one month following their expiry date.

Can I add a promotional code prior to it starting?

Yes. You can add a promotional code to your account prior to its start date. Just go to 'Options' in your app, then 'Promotional Codes', and 'Add A New Promotional Code'. You will not be able to apply this code to any parking sessions until it starts, however, it will be visible in your account.

Can I delete a promotional code?

No. It is not possible to delete promotional codes after adding them to your account.

Can I change a promotional code when a session has already started?

You can only change a promotional code during a parking session if payment has not yet occurred. So, if your parking is a Casual session and you have not yet tapped the 'Stop' button, you can tap the promotional code selection bar at any time and select the code you wish to use. If you are using a prepaid product like Earlybird, you will not be able to change or add a promotional code after you have confirmed and paid for the parking session.

Why can I not select a promotional code?

Promotional codes are assigned to particular car parks or regions, so a code may not be available based on your current car park selection.

Why can I not add a promotional code?

The promotional code may not be available in your region, or it may not be available at the car park you have selected. Please also ensure the code has not expired, and that you are entering it correctly.

Why didn't a promotional code default to the Start Screen?

If the code is single-use, it will not default to the Start Screen. To use a single-use code, tap the promotional code selection box and select the active code you wish to use, or add a new one.

If you change car parks, your previously used code will be removed from the Start Screen. You will need to tap the 'Promotional Code' box and select the code you wish to use, or add a new promotional code in 'Options'.

How do I view my transaction history or get a GST invoice?

To view your transaction history or get a GST invoice, please go to myaccount.epark.com.au and log in using the same details as you do on the app. Then, you can either view transactions using the search function on the left or select 'Print Invoice(s)' to retrieve a GST invoice.

How do I change my account information?

To change your account information, please select 'Options' in your app, or go to myaccount.epark.com.au and log in using the same details as you do on the app. Then, select the information you would like to update from the menu.

Can I load more than one vehicle registration?

Yes. You are able to use as many vehicles as you like with epark. Just select the appropriate vehicle registration prior to starting your parking session. To add new vehicles to your account, or change your default vehicle registration, select 'Options' then 'Registration Plates'.

Why am I not receiving push notifications?

Sometimes your mobile phone may block push notifications. To make sure you're receiving all epark notifications, navigate to your phone's settings and check that epark is allowed to send push notifications. This process will vary according to the type of phone you have, so for further assistance with enabling push notifications we recommend speaking to your mobile phone service provider.

What do I do if the app says I have an active session but the Start Screen is showing?

Please close the app and re-open it. If the problem persists, please restart your mobile phone.

What do I do if I can't see the Stop button?

Please close the app and re-open it. If the problem persists, please restart your mobile phone.

What do I do if I accidentally exit the app or my phone battery runs out?

Your parking session remains active even if the app is closed or your phone is off. Restart the app when possible, and your parking session will still be active.

As an epark user, what are my responsibilities?

You are responsible for starting and stopping your own parking, ensuring the car park you select in the app matches the car park you are parked in, ensuring that the vehicle registration for your parking session matches the vehicle you are driving, and informing us as soon as possible if your phone is lost or stolen so we can prevent any unauthorised usage on your account.

Who can I contact for help?

If you need assistance, please contact our Customer Care team at info@epark.com.au or call 1800 727 546.