Frequently asked questions and answers

Before contacting us at support, you should read through the most frequently asked questions and answers below. If you still haven’t received an answer to your question, please phone us at customer service: 010-101 31 10, or email us at support@epark.se

The most frequently asked questions

I HAVE RECEIVED A “NOT ALLOWED” MESSAGE

There may be several different reasons for this

1.  The card linked to the service is no longer valid and you are using a new credit card.
What to do: Update the details of your new card in the app. Click on the upper left menu and select “Card Registration”. Make sure that the card has been enabled for Internet purchases before registering.

2. The card linked to the service has been disenabled for Internet purchases.
What to do: Enable the card for Internet purchases; you can easily do this via your Internet bank or local bank office. When your card has been re-enabled for Internet purchases, the amount will be charged automatically.

3. There was not enough money in your account at the time of purchase.
What to do: Adjust the amount in your card account and the unpaid amount will be charged automatically.

NORDEA CUSTOMERS, TERMS FOR INTERNET PURCHASES (INSTRUCTIONS FOR PRE-REGISTERED CUSTOMERS WHO WANT TO UPDATE THEIR CARD DETAILS)

Instructions for pre-registred customers who want to update their card details.

Nordea’s terms for Internet purchases.

What to do:
First, log on to your Internet bank, and register your card for all Internet purchases for 60 minutes.

Then click on the menu in the app under “My Account”, click on the “Change” button next to the card details in order to update the details to the app. All unpaid bills will then be charged automatically. Use your pin code to confirm purchase of your car parking ticket and the amount will be charged automatically to your card account.

(Find the menu in the upper left corner of the app)

NORDEA CUSTOMERS, TERMS FOR INTERNET PURCHASES (INSTRUCTIONS FOR PRE-REGISTERED CUSTOMERS WHO WANT TO PAY AN UNPAID TICKET)

Instructions for pre-registered customers who want to update their card details

Nordea’s terms for Internet purchases.

What to do:

First, log on to your Internet bank, and register your card for all Internet purchases for 60 minutes.

Click on the upper left menu and select “Card Registration”. Choose a pin code and register your card details.  Your first car parking ticket will then be charged automatically. After that, use your pin code to confirm purchase of your car parking ticket and the amount will be charged automatically to your account

(Find the menu in the upper left corner of the app)

I CAN’T FIND THE PAYMENT LINK IN MY INBOX

When you register for the first time, you will receive an email with a link to where to pay.

The payment link might get sent to your junk folder, check your junk folder (or spam folder). To avoid email from us being sent to your spam filter, please add eparkera.se to your list of approved senders.

Please check your junk folder or spam folder, or get back to us at support@epark.se if you can’t find the link.

It’s a good idea to register directly on the app, mobile phone or via your computer browser (eparkera.se). Click on the menu (upper left corner). Then click on ”Card registration” 

My account

WHERE ARE MY RECEIPTS?

Click on the menu in the upper left corner and ”History/Receipts”

The receipt will be sent to your email address when you click on ”Send Receipt”

I WANT TO CHANGE MY EMAIL ADDRESS

Send an email to support@epark.se with your old email address as well as the new one you want to change it to. We will change it and get back to you when it is ready and available on your app.

I REGISTERED THE WRONG EMAIL ADDRESS

What to do:

  1. Begin a new parking period with the same license plate number
  2. In the next step, you will be denied when you try to pay for the car parking ticket, and you will receive a message stating that you have an unpaid car parking ticket
  3. You the next step, you will be denied when you try to pay for the car parking ticket, and you will receive a message stating that you have an unpaid car parking ticket
  4. The app will remember your correct email address

Contact support@epark.se if you have any problems, or if you have any other questions!

CHANGING DEBIT/CREDIT CARD LINKED TO YOUR EPARK ACCOUNT

Update the details of your new card in the app. Click on the menu and select “Card Registration” and make the changes.

The card linked to the service must be approved for Internet purchases – the easiest way to check is to contact your Internet bank.

(Find the menu in the upper left corner of the app)

I WANT TO CHANGE MY PIN CODE

Click on the menu and “My Account”. Click on the Change button next to the card details, choose a new pin code and update the cards details to the new pin code.

(Find on the menu in the upper left corner of the app)

I WANT TO CLOSE MY ACCOUNT

Send your request to support@epark.se

How to use the app

WHERE IS THE CHECK-IN FUNCTION?

To change from conventional “fixed time” car parking ticket purchases (where you choose how long to park in advance), click on the “Check-in” tab. You will now be able to park using the check-in function. When you return to your car, open the app and check out. You will only pay for the time your car was parked.

You can change how long you want to stay checked in under Settings, before the system automatically checks you out (in case you should forget to check out). You can change check-in time whenever you want, before each new check-in or during an ongoing parking session.

I ONLY WANT TO PAY FOR THE ACTUAL PARKING TIME, HOW DO I DO THAT?

Use the Check-in function.

To change from conventional “fixed time” car parking ticket purchases (where you choose how long to park in advance), click on the “Check-in” tab. You will now be able to park using the check-in function. When you return to your car, open the app and check out. You will only pay for the time your car was parked.

You can change how long you want to stay checked in under Settings, before the system automatically checks you out (in case you should forget to check out). You can change check-in time whenever you want, before each new check-in or while checking in.

I CAN’T CHECK OUT

Send your request to support@epark.se

I BOUGHT A CAR PARKING TICKET FOR THE WRONG LICENSE PLATE NUMBER, WHAT SHOULD I DO?

You will have to buy a new car parking ticket with the correct licence plate number.

If you used the check-in function, check out, enter the correct licence plate number and check in again.

I PAID FOR A CAR PARKING TICKET BEFORE THE PARKING SESSION BEGINS, WILL I BE CHARGED TOO MUCH?

No, the price will be adjusted by the app after the parking session has ended. We do not charge for any time outside of the parking session.

I’VE FORGOTTEN MY PIN CODE

Begin a new car parking ticket purchase and click on “Forgotten pin code”.

WILL I HAVE TO PAY ANY OTHER FEES, LIKE MONTHLY FEES ETC?

ePARK does not charge any monthly fees. ePark applies normal rounding practices and may charge a minimum fee and service fees.

DO I NEED AN EPARK STICKER ON THE WINDSHIELD?

Usually, no sticker is needed on the windshield. But some counties might require it, in which case you can find further information on signposts and the county’s website.

WHY ISN’T THERE AN EPARK IN MY CITY?

Thank you for your interest in ePARK’s services.

ePARK is actively trying to open up in more cities, but it is a time-consuming process involving a number of decision-makers. You’re welcome to contact your county and request that the service be introduced. It could speed the process up.

Fines/inspection fees

I HAVE RECEIVED A FINE

In the event that you contest a parking ticket, you should contact the person who has issued the ticket.
ePARK is a payment service, and therefore we do not issue any parking tickets – that is done by the parking operators.

If you have any other questions, such as where to find your car parking ticket in the event that you wish to contest a fine, please contact support@epark.se

FINED, DESPITE HAVING A CAR PARKING TICKET

Security

I AM CONCERNED ABOUT PROVIDING MY CARD DETAILS, HOW SAFE IS EPARK?

Our services use DIBS https via iframe technology. We never receive your account number as it is sent encrypted directly to DIBS.

Neither are we ever able to access your card details after a purchase.

SSL- encryption

All processing of credit card data is carried out by file transfer (https://) encryption.

Usually, this is shown by the little padlock at the bottom of your browser, but even if you can’t see a padlock, the page can still be https:// protected.

Our e-commerce platform is based on a frameset (different windows/frames that are built into the main page, left menu and top menu), and this means that neither the padlock nor the https:// tag are visible. However, we guarantee that all your details are encrypted before transfer. The web page (the frame) that manages credit card data is encrypted, while the navigation frame, for example, is not, since it doesn’t contain any data that needs to be protected.

PC AND APP NOT SYNCED!

It’s true that they are not synced. This is mainly related to privacy issues, since computers are often shared by several people.

Over the years, we have improved security and developed an option that allows you to share this information between devices in a secure manner. This particular function will probably be added to the app sometime in the autumn.

Operational disturbances

THE APP DOWNLOADS SLOWLY

If the app downloads slowly it might be due to your Internet subscription, or it may also be due to a temporary lack of Internet mobile coverage.

It might also be due to the network or mast being overloaded by a large number of other users being online. This leaves less bandwidth for you.

Make sure that you can access 3G or 4G networks, at minimum, which often work best when downloading the app.

GREY BOX WITH A BLACK DOT. CAN’T OPEN THE APP

When your data allowance runs out, you will not be able to go online or use any apps until you top up your data allowance the following month. But you can buy more data allowance whenever you want – Find out more on your Internet provider’s website and top up with more data allowance as needed. If your data allowance often runs out, you can increase your monthly data allowance subscription. If you have a mobile subscription, you can send an SMS with the message: “data allowance” to 4466 (Telia). You will then receive a message stating how much data allowance you have left.

TECHNICAL ERROR

In the event of a technical error, we will provide more information on our facebook page which is updated continuously.

Additional information

WHAT ARE COOKIES?

A cookie is a small text file that is stored by your browser on your hard drive. The cookie contains information about your visit to the website and is used for technical improvements to increase user experience.

The information (the cookie) is stored on your computer (depending on the web browser settings) to be reused later. Otherwise, the cookie is only stored in the computer’s RAM and is only valid until the browser is shut down.