Frequently Asked Questions


How does PayStay work?
PayStay complements a Parking Operator’s existing Meter/Pay & Display payment options. PayStay allows for on-street car parking without having to buy a ticket or deposit coins into a meter. Simply set up an account by downloading the PayStay App or register at www.paystay.com.au.
Do I have to be registered to use PayStay?
Yes, you must be registered before you can use b. You can register by simply downloading the PayStay App from AppStore (iPhone) or PlayStore (Android) or alternatively you can register online at www.paystay.com.au and completing the registration process as prompted.
Are there any other methods of registering?
You can also register through the PayStay Call Centre on 1300 322 111.
How are my payments collected?
When you register for an account with PayStay you will be prompted to enter your credit card details. Your credit card will be debited by an amount that you specify on registration (the “Top Up Amount” and automatically by that amount each time your account falls below a minimum account balance which you also nominate upon registration (“the Low Balance Threshold”).
What credit cards can I use?
The credit cards that are accepted by PayStay are Mastercard and Visa.
Why can't I specify how long I would like to park using PayStay?
The PayStay service is built around the idea that you prefer to pay for the amount of time that you actually park, rather than paying for more parking time than you need. The Start and Stop model that PayStay offers allows you to Start your session when you begin parking and then Stop your session when you actually leave the Parking Facility. This method also avoids you having to log-in to extend a parking session unnecessarily if you happen to stay longer than you originally intended to. (Please note that you are always required to comply with any time-limited or other parking restrictions of the Parking Facility you are using.)
What are my options for starting a parking session?
There are 4 options for starting a parking session.
1. The easiest method to start a session is to download the PayStay App and Start your session.
2. Logon to www.paystay.com.au.
3. Contact the PayStay Call Centre on 1300 322 111.
4. Send an SMS message to 0419 962 119 with the following commands:

Single vehicle registration

Start Message: PARK [Zone Number]
Stop Message: STOP

Multiple vehicle registration
Start Message: PARK [Zone Number][Vehicle Registration]
Stop Message: STOP [Vehicle Registration]
Are there any fees or charges that apply in addition to the Parking Fees?
This information is available in PayStays Terms of Use at www.paystay.com.au. Alternatively please contact the PayStay Call Centre on 1300 322 111.
Why can't I start my parking session?
Usually this is due to an expired credit card associated with your PayStay Account or insufficient funds being available with the credit card associated with your PayStay Account. Please contact the PayStay Call Centre on 1300 322 111.
Can I register multiple vehicle registrations against one account?
Yes, you can do this by logging into your PayStay Account at www.paystay.com.au
How can I remove an old vehicle registration when I change vehicles?
You need to log into your account at www.paystay.com.au (or by using the PayStay App) and select "Delete Vehicle" from the User Menu.
Where can I park and use PayStay?
The PayStay service can be used wherever you see the PayStay name and logo. Parking areas that have our name on the street sign or the parking meters will contain a zone number as well as details on how to use PayStay. If there is a paid parking area that you would like to see utilising the PayStay service, please let us know by emailing customerservice@paystay.com.au with the location and your contact information. We will make contact with that parking provider and let them know of your request and the benefits of PayStay.
How  do I know that my payment for Parking Fees has occurred successfully?
If you use the PayStay App, the application will display a message letting you know that you have successfully parked your vehicle.
If  you use the PayStay Call Centre (1300 322 111) the automated response system will confirm the transaction by relaying your transaction details back to you.
If  you use the PayStay website www.paystay.com.au, log into your PayStay Account and select “Recent Transactions” from the User Menu.
If you use the PayStay SMS facility to initiate payment for a parking session, you will receive an SMS notification confirming your parking session. (Please note that  fees apply for SMS Notifications).
How will I know if my account is running low?
The PayStay service is designed to automatically top up accounts that are running low. During registration for PayStay you are prompted to enter a Top Up Amount and a Low Balance Threshold. When your account balance falls below the Low Balance Threshold you specified, your credit card will be debited by your nominated Top Up Amount.
Can I change my Low Balance Threshold threshold to a different amount?
Yes, you can change your Low Balance Threshold and your Top Up Amount at any time, by logging into your PayStay Account at www.paystay.com.au and selecting “Payment & Balance Details” from the User Menu.
How can I close my account?
To close your PayStay account call the PayStay Call Centre on 1300 322 111.
Are my registration details safe?
Yes, personal information including account details can only be accessed by securely logging in with your username and password. In addition, all personal information including account details are stored in an encrypted secure database and handled in accordance with the current industry standards.
How do I start parking via SMS?
Simply send an SMS message to 0419 962 119 with the following commands:

Single vehicle registration

Start Message: PARK [Zone Number]
Stop Message: STOP

Multiple vehicle registration
Start Message: PARK [Zone Number][Vehicle Registration]
Stop Message: STOP [Vehicle Registration] .
What  happens if I receive a Parking Fine or Penalty Notice?
It is your responsibility to ensure that you have parked in accordance with the regulations of the Parking Facility you are using and have paid for parking via PayStay, a Ticket Machine or Parking Meter.  If you wish to query a Parking Infringement or Penalty Notice you have received, contact the issuing party or Parking Operator as detailed on the notice.
What should I do if I can't login to www.paystay.com.au?
Confirm that the PayStay website www.paystay.com.au is available. Alternatively, try to download and use the PayStay App or call the PayStay Call Centre on 1300 322 111.
What should I do if I can't download the PayStay App?
Please call the PayStay Call Centre on 1300 322 111 or email customerservice@paystay.com.au.
What happens if I don't Stop my parking session?
If you don’t stop your parking session that you have started with PayStay, you will be charged for the maximum parking time that is permitted for the Zone you have parked in.  Please note that you will never be charged for more than the maximum parking time permitted by the Parking Facility. (However please note that if you have parked for a period longer than the time period permitted by the Parking Facility for that Zone, you may be infringing upon the parking regulations of that Parking Operator and may incur a Parking Fine.)
I don’t know my log-in username or password?
If you have forgotten your username/password please contact the helpdesk on 1300 322 111 where our Helpdesk staff will be happy to assist.
Is paying with PayStay secure?
All information displayed on the PayStay website is protected by digital certificate which can be verified by viewing the certificate details in your browser. Mobile applications are secured in the same manner. For further information please contact our helpdesk on 1300 322 111.