Frequently Asked Questions (FAQ)

Registration

1. What do I need to register for an account?
All you need is a mobile number and a smartphone. After registration, you set up your preferred payment mode in your digital wallet, and input your vehicle details for payment.

2. Why do I need a mobile number for my account?
Your mobile number will be your account username, and will also be used for password recovery and two-factor authentication (2FA).

3. Can I register a vehicle for more than one account?
No. For security purpose, each vehicle can only be registered under a single mobile number.

4. Where can I register for an account?
Registration can be done through the GoParkin mobile app, which is available on Google Play and Apple Store. Alternatively, you may visit www.GoParkin.io to register for an account. Do note that the mobile app is currently not available for Huawei phones which use the Harmony operating system.

5. Do I have to register for an account before entering the car park?
No, you can register for an account after you enter the car park. The system will register your parking session the moment your vehicle enters the car park, and payment will be deducted through the GoParkin mobile app according to your preferred payment method.

Alternatively, you may insert your CashCard/CEPAS card into your In-Vehicle Unit (IU) to pay for parking charges at the exit (applicable only for car parks with EPS Systems). Do note that enforcement action will be taken for unpaid parking charges.

6. Do I have to register for an account if my purpose is to drop off/pick up passengers?
If you drop off/pick up passengers within the available grace period, payment will not be required, therefore you will not need to register for an account. Please refer to the respective signboards at the car park for availability of the grace period.

However, we encourage motorists to register for an account in case you exceed the grace period.

7. Can I register an account through a website?
Yes. You can visit www.GoParkin.io to register for an account.

8. Will motorcycles be charged for parking?
Please refer to the respective car park signboards for more information.

Searching for lots

9. How do I know which car parks have available lots?
Search for your parking destination on the GoParkin mobile app. Each bubble on the map represents a car park. The car parks are categorised according to their lot availability – red, orange and green as shown in the picture below. You may tap on the desired car park to see its hourly parking rates, operating hours, and other useful information, if applicable.

10. Why am I not able to see the nearby car parks?
Please enable the location function on your mobile phone’s “Settings”.

Activating your parking session

11. How do I activate my parking session?
Once you have registered with GoParkin, your parking session will start automatically the moment your vehicle enters the car park, and the parking session will end when the vehicle exits the car park.

12. After entering a car park, I realise that I have registered for an account with the wrong vehicle number. What should I do?
For users who are parking on an hourly basis, you may amend your vehicle number on the GoParkin mobile app.

For users who are existing season parking holders, please provide your new vehicle type, registration number and IU number through the “Feedback” function on the GoParkin mobile app, or call our Car Park Control Centre at 6592 3098. 

Payment related matters

13. I am using a shared vehicle (rental). Do I have to make payment?
Yes, you have to register an account on the GoParkin mobile app. Please remove your vehicle registration number immediately when you have returned your vehicle.

14. What will happen if I accidentally drove my vehicle into a car park through the exit lane or vice versa in a barrier-free car park?
Please follow the directional markings available on the ground and use the correct lanes.  Do note that enforcement action will be taken for unpaid parking charges.

15. I am a GoParkin user. What would happen if I exited the car park with my CashCard inside the IU?
The system will recognise the vehicle registration number and deduct parking charges through your GoParkin account.

16. What payment methods are available on GoParkin?
You can pay with credit/debit card(s) (Visa/MasterCard) on GoParkin.

17. Is GoParkin an e-wallet?
No, GoParkin is a mobile paid parking app. After the parking sessions have been billed, the app will deduct money through your preferred payment mode, instead of your CashCard/IU.

18. Why is my bill and parking fee different?
GoParkin consolidates parking sessions and bills motorists when their parking fee reaches $5, or after every two days, whichever happens earlier. This is to simplify month-end credit card statements. You may also check your transaction history on GoParkin.

Season parking

19. How can I apply for season parking?
Under “Season Parking” on the GoParkin app or web portal, select the car park/car park zone and the month for your season parking application. Existing season parking holders will be notified to renew their season parking before the last week of the month. Drivers can renew their season parking through the notification icon. GoParkin will deduct payment through your registered credit/debit card after your application is approved.

20. Can my season parking be renewed automatically? How does it work?
Yes. When you apply for season parking, you can activate the “Auto Renew” function. We will process your submitted application. Once it is approved, we will notify you to make payment. When payment is made, your season parking application is successful. We will notify you on your auto renewal and payment will be deducted through your preferred credit/debit card on the 25th of each month.

21. What are the information required for a new season parking application?
After selecting the car park/car park zone and the month for your season parking application, you will need to choose the vehicle for your application. Relevant verification document(s) such as employment pass or student pass may be required for your application. 

22. How will I know if my season parking application is successful?
GoParkin will automatically inform you of your application status. Once you have submitted your application, it will be reviewed by our operators. If it is approved, you will be notified to make payment. Otherwise, you will be required to review your application. Alternatively, if you require any assistance, please submit an enquiry through the “Feedback” function on the GoParkin mobile app.

23. Can I change the car park/car park zone for my existing season parking? 
No, you cannot change the car park/car park zone of your season parking. If you have applied to the wrong car park, please submit an enquiry through the “Feedback” function on the GoParkin mobile app.

24. I will be going overseas or out-of-office this month. Can I temporarily suspend my season parking?
You cannot temporarily suspend your season parking.

25. Do I get a pro-rated refund if I terminate my season parking?
You can terminate your season parking if you do not need it anymore, but refund of unexpired season parking charges is dependent on the respective car parks’ terms and conditions.

26. What is the method of refund?
If your request for refund is approved, the refund will be credited to your bank account within 2 weeks.

27.  I have just changed my vehicle. How do I update my new vehicle registration number?
For users who are parking on an hourly basis, you can directly amend your vehicle registration number on GoParkin.

For users who are existing season parking holders, please provide your new vehicle type, registration number and IU number through the “Feedback” function on the GoParkin mobile app, or call our Car Park Control Centre at 6592 3098. 

Troubleshooting

28. What should I do if my GoParkin app is not loading?
Please check if there is 3G/4G internet connection on your phone. Activate your mobile data connection if there is no connectivity. If the problem persists, please restart your phone and try again.

29. Do you have the latest version of GoParkin?
We update our app on a regular basis. Please check the Google Play/Apple Store and download the latest update.

30. Is GoParkin compatible with my smartphone?
GoParkin mobile app is compatible with Android 8 and Apple iOS 10 and above. Do note that the mobile app is currently not available for Huawei phones which use the Harmony operating system.

31. GoParkin is not showing my vehicle location. What should I do?
Please enable the location function on your phone.

Other parking services

32. I have changed my mobile number. How can I migrate my account to the new mobile number?
If there is a change in your mobile number, please email us at GoParkin@stengg.com with your old mobile number, vehicle number and new mobile number.  Please allow us 3 working days to process your request.  We will update you through email once we have completed the process. You may then sign in to your GoParkin account with your new mobile number.

33. I am not able to download my parking receipt under the Transactions tab. What should I do?
Please submit a feedback to us. Alternatively, you may send us a screenshot of your receipt.

34. My vehicle has been wheel clamped. Who should I call?
You may contact us at 6592 3098. The contact number is also indicated on the notification slip placed on your windscreen. We will release the wheel clamp after you have made payment for the fine.

35. What is the difference between the current EPS system and the new barrier-free system?
The barrier-free parking system identifies drivers’ vehicles through their vehicle registration number instead of the IU number. It is integrated with GoParkin to allow drivers to pay for their parking fee through convenient mobile payment instead of using their CashCards.

 
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