Frequently asked questions about PayByPhone Premium
How do I switch from PayByPhone Basic to PaybyPhone Premium?
If you use PayByPhone Basic without registration, first register in our portal. Click on the button “Change tariff package” under “Tariff package” on the start page. Here you can see an overview of our rates and switch to PayByPhone Premium by clicking on “Activate”.
Please note that PayByPhone Premium requires a different standard payment method than the smartphone bill.
When will I receive my welcome package?
Shipment is arranged after you have switched to Premium. Delivery may take up to ten days.
Please note: At the moment, only one PayByPhone card is provided per account. It is possible to purchase a second package by creating another account at account.paybyphone-parken.de.
We are working on extending the order function for additional welcome packages for each account as soon as possible.
What is the best way to install the PaybyPhone Card in your car?
The best place for the PayByPhone card depends on the nature of the windshield. If your windshield is neither heatable nor coated, the card can be attached to the top left of the driver’s side. Simply attach the supplied adhesive pouch and insert the card here. If your car has a heatable or coated windshield, you can find instructions for the best possible position at: paybyphone-parken.de/en/products/premium/card/.
Are collective receipts also issued for past transactions?
Collective receipts can be issued only for future transactions, i.e. from the starting date of the Premium membership. Individual receipts for past transactions are still available. The first collective receipt is available on the 1st day of the following month.
Which cities currently offer start-stop?
In Augsburg, Bad Harzburg, Bad Homburg, Bad Oldesloe, Berlin, Bergheim, Bergisch Gladbach, Bielefeld, Bingen, Bostalsee, Brunswick, Castrop-Rauxel, Detmold, Düsseldorf, Goslar, Hamburg, Hanau, Hattingen, Hildesheim, Jena, Kiel, Cologne, Lemgo, Lübeck, Mainz, Paderborn, Potsdam, Rostock, Viersen, Wasserburg, Wiesbaden and Wolfsburg. New cities are added every month.
How does driving into the parking garage as a premium customer work?
As soon as you are a PayByPhone Premium customer, you will receive a welcome package with your PayByPhone card. The card is your access to over 250 parking garages throughout Germany.
In the majority of our parking garages, your PayByPhone card is automatically recognized at the barrier gate and the gate is opened automatically. In exceptional cases, however, you must hold the PayByPhone card against the reader of the barrier gate in order to be able to enter. You can see which technology is available in which parking garages in the app or on the location map at paybyphone-parken.de/en/locations
What do I do if the barrier gate does not open automatically?
First check whether the parking garage is technically equipped for entry with PayByPhone card. You can find a list of parking garages on the location map on the PayByPhone Premium page. If the barrier gate does not open automatically even though the parking garage meets the technical requirements, place your PayByPhone card in a different location on your windshield or hold the card out of the window towards the antenna. If this also does not work, please press the contact button on the barrier gate. The responsible member of staff will help you.
What do I do if I lose my card?
Simply contact our customer service who will be happy to help you at 09131 625 99 10, or send an e-mail to email@example.com. The member of the service staff will block your card and can order a new one for you right away. There will be a new PayByPhone card and a new PayByPhone sticker in your mailbox in just a few days. Note that your old sticker will no longer work after the card has been blocked and you will have to attach the new sticker in your car.
How do I cancel PayByPhone Premium?
You can cancel your Premium Membership at any time. Please switch your profile in the app or in the portal at account.paybyphone-parken.de to the basic tariff. This means that PayByPhone Premium will be canceled as soon as possible.
What fees do I have to pay as a premium customer?
As a Premium customer you only pay the monthly amount of 1,99 € and the parking fee of your parking ticket. As a Premium customer, the service fees are completely waived for you. No matter in which PayByPhone city you park and no matter how long you park.