Help & FAQ’s

General

What is DIVVY and how does it work?

DIVVY is the online marketplace that connects drivers with unused parking spaces that would otherwise remain hidden – for less.

Booking monthly parking is now so simple, as DIVVY handles the booking, payments, reporting and key deposit. And for owners of vacant car bays, you can now connect your spot to Australia’s largest market place within minutes.

So, is that all? Not by a long shot – watch this space.

What’s so cool about DIVVY?


By using smart technology DIVVY is improving the connectivity of our cities, reducing traffic congestion, and utilising space that would otherwise sit vacant. Space owners make a passive income, and Parkers save time and money. It’s a win-win for everyone. Making our cities smarter through improved connectivity is in our DNA.

What is the Parker Protection Guarantee?

DIVVY will happily refund 100% of your rental payment should the space you have booked becomes unavailable prior to the Start Date indicated on the Booking. It is important that you are able to book with confidence. Should a dispute arise through the rental of a parking space DIVVY will mediate to try and successfully resolve the situation.

To enable us to do this effectively it is very important that you communicate using the DIVVY messaging system so we can view your complete correspondence history. The Parker Protection Guarantee may not be valid if it is clear that communication has occurred outside of the website.

If you are unhappy with the parking space provided for a valid reason then you have the option to terminate your bookings by contacting us at helpdesk@divvyparking.com. Monthly bookings require 30 days notice for refunds, whereas Daily and Hourly bookings require 24 hours notice.

Parker

Finding a car space

How do I search for a car space on DIVVY?

You can do this on both the DIVVY app and website. Simply enter your desired address in the search toolbar along with the date and time of booking, and all available spaces at and near that location will be shown.

Where do you have parking available?

DIVVY has parking available all over Sydney, Melbourne, Brisbane and Perth. No available spaces in your location? Don’t worry. Shoot us an email. Our team is happy to help. Check our site regularly as we receive new listings in different locations everyday.

What if I have an oversize car or a motorcycle?

No problem. You can filter your search to only show spaces that fit a large car, small car or motorcycle. 

Making a booking

Do I have to have a DIVVY account to make a booking?

Yes. We’ll need to collect some other information from you, such as your licence plate, in order to make a booking. We provide your licence plate details to the Lister so they know you are parking in the correct space.

How do I book a car space?

Search for your desired location and select the date and time that you would like to commence parking. Once you have found the perfect spot select the ‘Book Space’ button on the search results. From there, you will be asked to create an account (if you don’t already have one) and complete the booking.

Can I view the car space before booking?

Once your booking has been accepted you can view the space. If the space is not suitable, DIVVY offers the Parker Protection Guarantee, and will refund you in full provided you cancel the booking before or on the start date. Monthly bookings require 30 days notice for refunds, whereas Daily and Hourly bookings require 24 hours notice.

What is the Parker Protection Guarantee?

In the rare case you do not find the space suitable, DIVVY will refund you in full provided you cancel the booking before midnight on the start date. Monthly bookings require 30 days notice for refunds, whereas Daily and Hourly bookings require 24 hours notice.

Can I get more details or dimensions of a car space?

If these are not indicated under the description contact us at helpdesk@divvyparking.com and we’ll try help you out.

I do not want to start parking until a month from now; can I still book the car space?

We know that sometimes you will need to give notice if you are in another parking arrangement. That’s why we make sure you can book a car space online up to one month in advance of your desired start date. You don’t need the stress!

Are there any additional fees?

There are absolutely no additional costs. All prices are inclusive of GST and levies.

What does the deposit cover?

A deposit may be set by the Lister (usually $200) to cover loss of access device. This is fully refundable to you at the end of the booking once the access device has been returned undamaged, and the Lister has also confirmed receipt.

Can I lease more than one space?

Yes, you can book as many spaces as you like. If you are interested in Fleet bookings, i.e. you need to book multiple spaces for your Company or business, please contact hello@divvyparking.com and one of our account executives will get back to you.

Payments and Invoicing

How do you take payment and when will I be charged?

We accept Debit and Credit Cards. Payments are facilitated through eWAY, which is a secure online payment gateway. Your privacy is important to us, and your card information is securely encrypted by eWAY.

Your payment information is collected and stored with eWAY at the time you submit your booking request. Your card will not charged until your booking request has been accepted by the Lister. Once the booking has been accepted, the payment is processed and collected by DIVVY, and an invoice is emailed to you to confirm payment.

Whether the booking is two days or two months away, we hold the payment until midnight on your start date before paying it to the Lister the next day. This gives you extra assurance that if you are not happy with the space, for a valid reason, you can be refunded 100% of your payment. For more information see our Parker Protection Guarantee.

Payments are made monthly in advance via your nominated credit or debit card on your booking start date, i.e., if you started 15th May you will be charged on the 15th of each month. If you would like to change the date the payment is made please contact us at helpdesk@divvyparking.com.

A payment reminder is sent out to you 7 days in advance. Once payment is received, you will be sent a confirmation email and invoice.

Managing My Account

How do I access and manage my booking(s)?

You can access your bookings when you are logged in to your DIVVY Account under the ‘Parker Bookings’ tab in the top tool bar. Here you will see a list of all your current bookings that you can manage, cancel, update, etc.

How do I update my credit card details?

It’s simple. Once you’re logged into DIVVY account on our Website, select My Account and scroll down to the heading that says Credit Card.

How do I update my bank details?

Login to your account on the DIVVY website, click on your name at the top right of screen, go into your Account and scroll to Bank Details.

I have forgotten my password, how do I reset it?

Before you reset your password, remember you used a capital letter and a number in your password – this might help jolt your memory. You can reset your password here. Don’t forget to use at least one capital letter and a number.

How do I change my password?

Log on to DIVVY and go to ‘My Account’, and select change password. It’s as simple as that!

How do I cancel my DIVVY Account?

Contact us at helpdesk@divvyparking.com. We hate to see you leave, but we love to watch you go.

Managing my booking(s)

How do I contact the Lister?

As DIVVY keeps both Lister and Parker details confidential, we have provided a messaging inbox on your DIVVY account for you to communicate through. Once you have booked your car space, you can send an instant message to organise key collection etc.

How do I collect the access card or key?

Certain car parks or spaces are accessible only by using access cards or key. On the booking confirmation email you will find collection instructions. You can either meet or have the access card mailed. Remember you can contact the Lister via your messaging inbox at any time.

How do I confirm I have received the access device?

We will send you an email asking you to confirm that you have received the device. All you need to do is click the underlined text. Otherwise simply log into your account, go to your DIVVY inbox and click the text box.

If I lose or damage my access device, what do I do?


Please message the Lister through your inbox to let them know so they can get you a new one. To cover the cost of the replacement, we take this fee from your key deposit payment.

Who do I contact if my access device doesn’t work?

It is best to contact the Lister either by a contact number you already have, or by using the messaging inbox to request a replacement. You can always contact us to get in touch with the Lister as well. 

There is a car parked in my space, what do I do/ who do I contact?

Oh no! Don’t freak out, we are here to help. You have a few options:

  • Take a photo of the offender so you remember the details then contact the owner of the car space (if the Lister has not given you their number, use your DIVVY Inbox)

  • Place a note on the car asking them to ‘kindly’ not park in your space.

  • If you are parking in one of our commercial car parks, speak to the on-site security or facilities manager. They able to help.

  • We are here to help so please let us know if you are unable to use your space.

Can the price of my car space be changed during my booking?

No. Not without the Lister contacting DIVVY first.  The Lister can request this if the booking is older than one year. We will pass this request onto you giving you plenty of time to either accept or reject the price increase.

Cancelling a Booking

How much notice is required to cancel a booking?

A booking may be cancelled with one month’s notice. 

How can I cancel my booking?

To cancel, log in to your DIVVY Account, select the ‘Parker Bookings’ tab, then ‘Cancel Booking’, and select an end date. The earliest end date you will be allowed to select is one month from the date you action the cancellation. Once cancelled you will receive a confirmation email with key return instructions.

Can I cancel the booking before I’m due to start?

Yes. To cancel, log in to your DIVVY Account, select the ‘Parker Bookings’ tab and then ‘Cancel Booking’.

How can I return my access device?

This information can be found in the cancellation email. If you need more information simply send a message via your DIVVY Inbox.

If you mail the device, we suggest you use Express Post Parcels with insurance. This gives you extra assurance that the device will be delivered safely. Otherwise you can use your Inbox to organise to meet the Lister.

When will I get my deposit back?

Your deposit will automatically be processed to your nominated bank account once the end date of your booking is reached and your access card has been returned.

You need to do 2 things once you have returned the device: 

  1. Use your DIVVY Inbox to confirm you have returned your access key to the Lister. This lets us know you have returned the device.

  2. Make sure your bank details are up-to-date and entered on your DIVVY account under the ‘My Account’ tab.


How do I confirm the access device has been returned?

We will send you an email asking you to confirm that you have returned the device. Simply click on the link in this email. Otherwise log into your account, go to your Inbox, and click the text box.

Lister

Listing a car space

How do I list my car space?

Click the ‘List a Space’ button. From here, you can create an account and/or start your listing.

How many spaces can I list?

There is no limit to the number of car spaces you can list with DIVVY. If you are a business or property trust looking to list many spaces please contact us at hello@divvyparking.com or see Commercial Listings.

What information should I include when listing my car space(s)?

To maximise your chances of a booking we recommend:

  • Include a few photos of the car space and it’s location (such as the entry and street view).

  • Add measurements i.e. actual space height and dimensions or anything else you would want to know if you were the Parker such as: ‘located on Level 2 on the left, next to a wall, amazing views’

  • Double-check the size. It matters. If you select large, will it fit a Jeep Cherokee or Range Rover for instance? You want the space to be suitable for the parker. If not they can cancel and get a full refund. See Parker Protection Guarantee

  •  Provide directions on how to get to your building i.e. if access is off another street provide directions for access to that street so the parker knows how to get there.

  • Making sure you can legally rent out the car space. You may need to check your lease if renting or the building by-laws.

What is the Parker Protection Guarantee?

We offer this because parkers book the car space before viewing it. They are relying on the quality of the information supplied by you.

We offer a full refund to the parker if the space is not suitable for a valid reason. For instance if they drive a large car like a Jeep Cherokee or a Range Rover and they turn up to the space on the start date and the space advertised only fits a medium car but has been listed as a large car space.

Do I need to include rent received from renting out my car space in my Tax Return?

The ATO have published a ruling on the sharing economy. You may have a GST obligation from renting out your car space. It is worth checking whether you need to apply for an Australian Business Number (ABN) to register for GST if your combined income from renting your car space and other services is over $75,000 per year.

For more information go to ato.gov.au/sharingeconomy.  We are not in the position to offer financial advice so please contact your accountant or the ATO; they are the experts!

I am registered for GST and or have an ABN what do I need to do?

Go to my account, change your account information.
Under the Billing information for tax invoice, key in your ABN number in the “Company registration id” field.
Tick “Are you registered for GST?”.
Once you do this your account status will be GST registered: true

What are my options for access device exchange?

We recommend meeting up in person to exchange the device. It’s simple and who knows, you may make a new friend!

If you choose to mail the device, we suggest you use Express Post Parcels with insurance. This gives you extra assurance that the device will be delivered safely.

If these options are not suitable, there are lots of other options for you to explore which you can organise together. Once you have accepted the booking you are free to message the Parker via DIVVY’s inbox.

Is there a deposit to cover any loss of card?

When you are listing your car space, DIVVY recommends $200 deposit to cover card loss or damage. It’s a good idea to find out how much it costs to replace the access device, if it’s more than $200 take this into consideration. DIVVY will hold the Parker key deposit for the duration of the booking. The deposit will be returned to the Parker after you confirm you have received the access device back.

Managing my Listing

I have listed my car space and it has not received a booking. What should I do?

A photo is worth a thousand words! Make sure you have appropriate and clear photos of your space and it’s location. A detailed description also helps. If these are up to date, we would suggest reviewing the monthly rent you have set for your space. Contact us if all else fails.

How do I delete my listed space?

A space can only be deleted if there is not current booking on it. Once a booking has ended, you are then able to delete your car space via the ‘Listed Spaces’ tab in your DIVVY Account. You may need to make the space unavailable if you haven’t done this already before you are able to delete it.

How do I update my space details?

You can update details on a booked or unbooked space at any time. Log in to your DIVVY Account and select ‘Listed Car Spaces’

How do I make my car space unavailable?

If you do not have a booking on your car space, and need the car space for whatever reason, you can make the space unavailable. This means that when you are ready to lease the space again, the listing is conveniently ready for you to make available again without having to relist completely.

Receiving a booking

What happens when a booking is made?

You will receive an email asking you if your space is available. If you select it’s ‘available’ the booking will proceed and the Parker will be charged. You will then be sent a confirmation email with the Parker’s name, their licence plate number, and confirmation of he start date.

If you select it’s ‘not available’ your space will be set to ‘unavailable’ with DIVVY and we won’t advertise your space until you tell us otherwise.

How do I contact the Parker?

As DIVVY keeps both Lister and Parker details confidential, we have provided a messaging inbox on your DIVVY account for you to communicate through after the booking has been accepted. You simply log into DIVVY and select your Inbox. We recommend you contact the Parker after the booking has been made to arrange a time to pick up the access device if needed.

When and how will I receive payment?

Payment will be made to your nominated bank account monthly in advance. As a safety precaution, DIVVY collects Parker payments via the secured payment system eWAY. Divvy holds the payment until midnight on the Parkers start date and releases the rent to you the day after (provided you have entered your bank details). This gives the Parker protection in the event that the space is not suitable. Read more about our ‘Parker Protection Guarantee’ here.

If you are renting a secure car space (one that requires an access device), your initial payment will not be processed until you have confirmed that you have delivered the key to the Parker (either in person or via express post) and the Parker confirms that they have received the key.

Payment usually takes one to three days to clear. You will receive an email with payment confirmation.

How do I confirm I have delivered the access device?

We send you an email asking you to confirm that you have delivered the device. Simply click the link in the email. Otherwise log into your account, go to your Inbox, and click the text box.

What happens if the parker cannot get access to the car space?

Oh no! Sometimes this can happen; the parker arrives only to find a car parked in their space. We ask that the parker contact you via your Inbox as soon as possible to let you know. It’s a good idea to get the details of the offender and ask the Parker to put a note on the offender’s car. If they are unable to park you may be required to refund them for the day they could not park.

Managing a booking

I need my space back- how can I cancel the current booking?


You are able to cancel at any time via the ‘Lister Bookings’ tab in your account. Make sure to give the Parker at least one month’s notice in order to allow them to find another car space. Please keep in mind the Parker has paid in advance, so you may owe a refund if you cancel before the next payment date.

How much notice do I need to give to cancel the booking?

At least one month’s notice is required. If you need to cancel sooner penalties may apply, you may need to refund the Parker as they have paid one month in advance. If you need to cancel sooner contact us at helpdesk@divvyparking.com.

How do I confirm I have received the access device back?

We send you an email asking you to confirm that you have received the device. Simply click the link in the email. Otherwise log into your account, go to your Inbox, and click the text box.

What happens if the access device is broken is lost?

This is why we collect deposit from the Parker. Please contact as on helpdesk@divvyparking.com and we will sort it out. We will ask how much it will cost to replace so please make sure you can provide us with a receipt so we can reimburse you.

Someone has requested to book my space and it’s not available. What should I do?

First, can you make your space available? Do what ever you can! If that doesn’t work, you can decline the booking via the booking request email or by going to the “Lister Booking” tab and following the prompts. You can relist your space when you are ready.

Managing My Account

I have forgotten my password, what do I do?

Before you change it, remember you used a capital letter and a number in your password – this might help jolt your memory. You can reset your password here. Don’t forget to use one capital letter and a number. 

How do I change my password?

Log on to DIVVY and go to ‘My Account’, and select change password. It’s as simple as that!

How do I cancel my DIVVY Account?

We hate to see you leave, but if you still want to cancel your DIVVY account, contact us at helpdesk@divvyparking.com

How do I update my bank details?

Login to DIVVY, click on your Name top right of screen, go into your Account and scroll to Bank Details.

Company/Fleet Parking

Do we take Fleet Bookings?

Yes we do! A fleet booking refers to a company or business that needs parking spaces for their staff. Currently DIVVY offers monthly parking and your staff get their own dedicated car space. You can book multiple spaces in one location for everyone. For more information please contact us at hello@divvyparking.com.

How does Divvy access the spaces?

By forming relationships with some of the biggest property owners and commercial operators in Australia, we have access to multiple spaces in buildings in CBD areas.

DIVVY saves your company and colleagues up to 50% on the cost of monthly parking. It allows you to easily book spaces that currently sit vacant in private car parks around the city, meaning you get access to your own dedicated space in premium locations at a fraction of the cost.

What are the benefits of booking with Divvy?

DIVVY reduces administrative burden by handling your booking start to finish. From monthly bookings, payments and invoices, we coordinate delivery and collection of access passes. The key benefits of using DIVVY include:

  • Affordable month-to-month parking (no lock in contracts)

  • Flexibility with unlimited 24/7 access

  • Dedicated bays for each staff member

  • Seamless payments and invoicing

  • Payments can be made by electronic funds transfer or credit card

If you would like to book fleet or staff parking, please contact hello@divvyparking.com and one of our account executives will get back to you.

Company/Commercial Listings

Do we take Listings for multiple spaces that sit vacant in buildings?

Yes we do. We have developed relationships with some of the biggest property owners and commercial operators in Australia.

How does it work?

If you have spaces that are sitting vacant in your buildings you can list them on our site. We will handle all of the administration including collection of payments which are monthly in advance, invoicing, tenant and utilisation reporting and the coordination of the access devices.

Benefits of Listing with DIVVY

  • No lock in contracts

  • No implementation costs

  • Outsourced administration

  • Earning passive income whilst your spaces are available

  • More compliance and transparency  of who is parking in your building

  • You can take your spaces back whenever you need them

If you are interested in finding out more please contact hello@divvyparking.com and one of our account executives will get back to you.

Cancellation and Refunds

Canceling a booking

How do I cancel a booking?

Login to your account and go to your booking, simply select your cancellation date.

Q. I’m a Parker. How to cancel my booking? Login to your account and go to your booking, simply select your end date. The system will not allow you to enter an end date that is less than one month’s notice, unless you cancel on or before the Start Date.

Q. I’m a Lister. How do cancel a booking? Login to your account and go to your booking, simply select your end date. The system will not allow you to enter an end date that is less than one month’s notice. The more notice you can give the better! This allows members to make alternative parking arrangements.

Q. What happens when a Lister cancels during an active booking? As payments are made monthly in advance there may be circumstances where the booking is cancelled and ends prior to the payment period being completed. In this circumstance the Lister may have received payment for parking days that will not be used. In this case the Lister is obliged to promptly refund the amount relating to the unused period. Once this amount has been received by DIVVY we will be then refund the Parker. DIVVY will work on a reasonable endeavours basis to recoup the remaining portion of the rent that has been prepaid to the Lister. DIVVY is not liable for any losses that may be incurred.

Refunds for parkers

How do refunds work?

DIVVY will happily refund 100% of your rental payment should the space you have booked becomes unavailable prior to the Start Date indicated on the Booking. Refer to Our Parker Protection Guarantee.

Q. My car space was unavailable during my booking. What happens? If the car space you have booked is unavailable to you during the Booking, you are entitled to a refund for the day(s) that the car space was not available.

In certain circumstances, the refund can include costs incurred for alternate parking fees on those days provided you email copies of the relevant parking receipt(s). It is important that you use the DIVVY messaging system to report this incident to the Lister on the day the space was not accessible to ensure this situation can be rectified as soon as possible. This refund will take form as a credit in the Parker’s DIVVY account.

DIVVY Mobile App

What do I need with me to access commercial car spaces?

All you require is your mobile phone with you to access your QR code. This allows you access to your booked car space. As an alternative, there is an 8-digit pin code on your account that can be used for access should you wish. You can also print your booking email in case your phone battery dies or something unplanned happens!

How do I access the building and know where to park?

On your confirmation email you will be provided with information to access the specific space that you have booked. For any space that has our access controller installed you will use your QR code to access the car space. This information is also provided on the booking page prior to proceeding to checkout. For non Maggie enabled buildings you will use an access card that will be issued to you to access your space.

What is a QR code and how does it work?

Your QR code is the square shaped image that is unique to your account. This is located on your account in the Entry tab. Your QR code is read by our access controller when you arrive at your secure parking destination. Simply hold your QR code 20cm from the device, once successfully read the parking barrier will open.

What do I do if my DIVVY app doesn't work or stops working?

There will be times when we perform upgrades and older versions of the DIVVY app would no longer work. Simply download the latest version from the app store to get it working again and experience new features and enhancements.

How does payment work and when will I get charged?

Payment is made automatically when a booking is made. The booking will only be confirmed or approved once the credit card payment has been made successfully. If your payment fails, the booking will not be confirmed.

Can I enter and exit as many times as I require during my booking?

Yes. For Daily and Monthly parking this is one of the great perks of booking with DIVVY.

What if I don't leave the carpark before my Hourly Parking booking ends?

To ensure everyone can enjoy great parking experience with DIVVY, we encourage our parkers to enter and exit carparks on time. In the event where you are unable to exit the carpark before the booking expires, overstay fees will be charged to your account.

I need to book more than one car space. Can I do this?

Yes, you can book more than one space under your own account across different locations. If you would like to make a second booking at the same location for the same time, it will need to be made under a different account.

I need to add additional days onto my Daily booking. How do I do this?

Initially Daily bookings are on a single-day basis. If you would like to book multiple days you will need to make a new booking for each day.

Can I save certain sites as favourites?

You certainly can, by tapping on the heart icon on the listing. Favourite sites will be visible in the Favourite list that you can access from the navigation bar at the bottom of the screen or when selecting booking location.

How do I update my credit card details?

The current version of the app does not support this functionality. To update your credit card details you will need to head to the DIVVY website located at www.divvyparking.com and access My Account.

The boom gate won't open. What do I do?

Please call our parking support team who can readily assist you on 1300-030-017. The number can also be found on the app via ‘Contact Us’.