Help & FAQ’s

General

What is DIVVY and how does it work?

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

Booking casual and long-term parking has never been this easy. DIVVY handles your bookings, payments and gives you your very own QR code & pin so you can access exclusive DIVVY spaces all over.

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. DIVVY 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 become unavailable prior to the Start Date indicated on the Booking.

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 and we will review your claim. Otherwise, monthly bookings require 30 days’ notice for refunds, whereas Day, Evening, All Day and Hourly bookings require 24 hours’ notice.

Booking and Parking

Finding and booking a space

How do I search for a car space on DIVVY?

You can do this on both the DIVVY app and website.

On the website, click ‘Find a Space’ on the top right. Simply select the type of parking required, the booking date, and enter the desired address. Click ‘Show Results’, all available spaces at and near that location will be shown.

On the DIVVY app, press the ‘P’ symbol at the bottom of the screen. Select your type of parking required and enter the address you wish to search for nearby parking. Choose your desired date and press ‘See Results’.

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

Yes. You’ll need a DIVVY account before proceeding to make a booking.

Where do you have parking available?

DIVVY has parking available all over Sydney, Melbourne and Brisbane. No available spaces in your location? Don’t worry. Shoot us an email at helpdesk@divvyparking.com. Our team is happy to help.

What if I have an oversize car or a motorcycle?

No problem, we cater for motorcycles and most large cars. Before you finalise your booking, on every one of our spaces it contains details specifying what type of vehicle it fits, just refer to this to see if it is suitable.

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.

Are there any additional fees?

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

How do I book Evening parking?

Select the ‘Daily’ parking option and enter the parking location and date. When the search results come up you will be able to choose either Day or Evening parking.

How many days in advance can I book my parking?

You can make a booking 30 days in advance.

How do I book a space for 24 hours?

You will need to make two separate bookings, one for the Day and one for the Evening. Alternatively, you can choose another DIVVY carpark that has All Day parking.

How do I book consecutive days?

You will need to make multiple bookings to make up for the amount of days you need. The ‘Book Again’ function on the app helps makes consecutive bookings quicker and easier.

Parking

What happens if I arrive before my booking starts?

If you want to enter immediately, simply make an Hourly booking for the current time up until your booking start time.

What will I be charged if I overstay my Day or Evening booking?

Day bookings: If you stay past 6:30 pm, you will be charged the Evening rate.

Evening booking: If you stay past 6:00 am the following day, you will be charged the Day rate.

What will I be charged if I overstay my Hourly booking?

You will be charged for the number of hours you have overstayed. Rates vary throughout the day (Weekdays, weeknights, weekend day & night).

What can I do if I am not able to exit on time?

You can extend your booking by making a new booking. If you don’t make a new booking, you will be charged overstay fees and you will also possibly inconvenience another parker who has pre-booked the space after you.

How do I extend my Day or Evening booking on an hourly basis?

Simply make an Hourly booking after your Day or Evening booking to avoid paying the full Day or Evening rate whichever applies.

How do I extend my Hourly booking?

Simply make a new booking for the extra hours you need.

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

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

  • If you are parking in one of our commercial car parks, speak to the on-site security or facilities manager. They will be able to help.
  • We are here to help so please call our 24/7 Support number located on your DIVVY app, this number can also be found on our DIVVY access controller or your booking confirmation email. Alternatively, please email our Support team at helpdesk@divvyparking.com

Monthly Parking

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!

Can I book 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 helpdesk@divvyparking.com and one of our account executives will get back to you.

What does the bond cover?

A deposit or bond is set by the carpark operator and is required at carparks that need an access pass for entry. This amount covers the loss of an access pass. The bond is refundable to you at the end of the booking once the access pass has been returned undamaged, and the carpark operator has also confirmed receipt.

How do I collect the access pass?

Certain car parks or spaces are accessible only by using an access pass. On the booking confirmation email, you will find collection instructions or we’ll email you the collection details. If you don’t receive an email about how to collect your access pass, email us at helpdesk@divvyparking.com and we’ll help you out.

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

Please contact DIVVY Support at helpdesk@divvyparking.com and we will organise a replacement access pass. A replacement fee will be charged to your account. This fee amount will vary based on the building you have parked.

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

Please contact DIVVY Support at helpdesk@divvyparking.com and we will assist you with a replacement.

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

No. Not without contacting DIVVY first. If the price does change we will give you 30 days’ notice before the price change comes into effect

How can I return my access pass?

Please contact DIVVY Support at helpdesk@divvyparking.com and we will advise how to return your access pass.

When will I get my deposit back?

Your deposit will automatically be credited back to your account once the access pass has been confirmed returned.

How do I confirm the access device has been returned?

Send us an email at helpdesk@divvyparking.com to confirm you have returned your access device.

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.

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 if we cannot find an alternative space in the carpark. Please call our support team (found on your booking confirmation email, DIVVY App, or access device) and they will help to allocate you a new car space for the day. If there are no alternative options or spaces available, we will provide you with a credit note for your booking. If your booking is a Monthly booking we will provide you with a credit note for the day affected.

Payments and Invoicing

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

We accept Debit and Credit Cards. Payments are facilitated through Fat Zebra*, a secure online third- party payment gateway.

Your payment information is collected and stored via Fat Zebra at the time you submit your booking request. Your privacy is important to us, and thus your card information is securely encrypted by the payment gateway. Furthermore, your card information is not stored or held on record by DIVVY.

Once the booking has been accepted, the payment is processed, and an invoice is emailed to you to confirm your payment.

If you are not happy with your booking, for a valid reason, prior to the start date of your booking, you can be refunded 100% of your payment. For more information see our Parker Protection Guarantee.

Monthly bookings will be for a minimum period of 3 months, and will further be automatically renewed at the end of the month, until cancelled with 30 days notice. Upon booking confirmation, you will be charged for one month booking from your nominated booking start date plus any bond (if applicable).

Subsequent payments are made monthly in advance via your nominated credit or debit card on the anniversary of your booking start date, i.e. if you started 15th May, you will be charged on the 15th of each month. If your payment was unsuccessful on the scheduled payment date, our system will attempt to charge your card again until the payment is successful.

If you would like to change the payment date, or have enquiries about our billing, please contact us at helpdesk@divvyparking.com.

* Fat Zebra is a Tier-1 PCI-DSS certified payment gateway. The standards can be found on the PCI DSS website: https://www.pcisecuritystandards.org/security_standards/index.php

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. Go to our website at https://www.divvyparking.com and sign in. Click ‘Account’ on the top right and go down to ‘Booking History’.

How do I update my credit card details?

It’s simple. Head to our website at https://www.divvyparking.com, sign in, click ‘Account’ on the top right and scroll down to the heading ‘My Car Spaces Payment’.

Alternatively, you can change it on the DIVVY mobile app by signing in, going to ‘Settings’ and ‘Account information’.

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?

This can be done on the DIVVY app or website. On the website go to ‘Account’, and select ‘Change Your Password’. On the app go to ‘Settings’ and ‘Account information’ and press ‘Edit’. It’s as simple as that!

Cancellation and Refunds

How much notice is required to cancel a booking?

A Monthly booking may be cancelled with one month’s notice. Day, Evening, All Day and Hourly bookings can be cancelled with 24 hours’ notice.

How can I cancel my booking?

Email us at helpdesk@divvyparking.com and we will process your cancellation request.

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

Yes, for Monthly bookings you can cancel before your bookings starts. For Day, Evening, All Day and Hourly bookings you need to cancel with 24 hours’ notice.

Please contact DIVVY Support at helpdesk@divvyparking.com and we will review your cancellation request.

I booked the wrong date/time/location. What do I do?

Rebook for the correct date/time/location and then email us immediately at helpdesk@divvyparking.com. We will cancel and refund your wrong booking.

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 and will be paying on their behalf.

Currently DIVVY offers monthly parking for fleets, where there will be one billing account with multiple parkers with staff having their own dedicated car space (either reserved or unreserved depending on the car park). If the carpark is accessed via our smart technology, then each individual parker will need to set up a DIVVY account via the DIVVY app and this will be linked to the company account with a valid booking. Otherwise, they will be allocated access cards. For more information please contact us at helpdesk@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 and around CBD areas.

We also implement our patented access technology allowing private car parks to be opened to the public for casual parking (Day, Evening, All Day and Hourly) without the need for access cards – learn more about our tech here!

What are the benefits of booking with Divvy?

DIVVY allows you to easily book spaces that currently sit under-utilised in private car parks around the city, meaning your staff can access parking at premium locations close to the office. DIVVY reduces administrative burden by handling your booking start to finish. From monthly bookings, to casual parking, payments and invoices, as well as providing seamless access to the car park.

The key benefits of using DIVVY include:

  • Affordable month-to-month parking
  • Flexibility with unlimited 24/7 access
  • Dedicated and Unreserved guaranteed bays for each staff member
  • Seamless payments and invoicing
  • Payments can be made by electronic funds transfer or credit card

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

DIVVY Managed is an exchange that digitally links your vacant parking bays to staff, visitor and/or public parking to maximise yield. Benefits include:

  • under-utilised bays can be listed onto a digital marketplace instantly to increase yield
  • bays are easily booked through a mobile app, searchable by location, category and price
  • ticketless and cashless parking
  • improved compliance
  • provide superior agile parking services to tenants

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 buildings without our DIVVY access controller, you will use an access pass 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 you can! This is one of the great perks of booking with DIVVY.

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

No, you can’t book car spaces on behalf of others as each QR code is unique to a user account and cannot be shared between one or more people. If you require more than one space at the same location and at the same date/time, each booking will need to be made under different accounts.

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?

Go to ‘Settings’ and then to ‘Account information’. From there you’ll be able to change your credit card details.

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

Please call our parking support team who can readily assist you on 1300-030-317. The number can also be found on the app via ‘Contact Us’.