FREQUENTLY ASKED QUESTIONS

Common Questions
  • How does SpotHero work?

    SpotHero is a parking reservation service. We partner with different facilities nationwide to provide you with tons of parking options and premium rates.

    While SpotHero does not own or operate any of these locations, we do work very closely with the operators we partner with to ensure you have a seamless parking experience every time you park!

  • Are SpotHero parking spots guaranteed?

    We guarantee you will have a spot to park at the rate you selected when you reserve through SpotHero! While SpotHero does not physically hold a certain spot open for each reservation, our parking partners provide inventory information to prevent overbooking. In the rare occasion there is an issue, please call our support line at (312) 566-7768. Our Customer Heroes will direct you on what to do next.

  • What is SpotHero's cancellation policy?

    Contact us up to the minute before your reservation begins for a full refund back to your card.

    We understand life happens and sometimes you are unable to give us a call in the moment. If you have an issue with any SpotHero reservation please contact our Customer Hero team and we will do everything we can to help you out!”

  • What is a parking pass?

    Any time you make a reservation with SpotHero, we send you a parking pass to the email address you provide.

    Your parking pass serves as your access pass to the facility, and it will have all the information you need for a smooth parking experience: date and time of reservation, the address, directions, map and photo, steps for redeeming your pass, and any other important details. You can also find the parking pass in “My Reservations” on the website and in the mobile app.

  • Do I have to enter and exit at the exact times on the parking pass?

    Similar to how a hotel reservation works, you can enter at any time after the start time listed on your SpotHero reservation, and you can depart at any time prior to the end time listed on your reservation.

    For example, if your reservation goes from 8AM to 8PM, you can enter any time after 8AM, and must leave anytime between before 8PM.

    Please be aware that any time spent parked outside of your reservation is subject to ticket, tow, or an additional charge (at the drive-up rate) from the parking facility.

  • What do the prices mean?

    Our app and website sets the default time to 3 hours, starting at the time you make the search.The rate listed in the green search bubbles reflects the price you would pay for your entire stay.

    For a proper rate estimate, update your search by adjusting the times and you will be able to compare the cost of your reservation at various locations within a mile radius, (you can expand your radius to see more options).

  • What if something goes wrong with my reservation?

    Having some trouble? Have no fear, our Customer Heroes are here! If you would like to report an issue please reach out to our Hero team either by phone (312) 566-7768, or email – support@spothero.com for a prompt resolution.

    Please note – If you have already made a reservation, please have either the Rental ID number (located in the confirmation email) or the email address you used to book handy to help us quickly locate your information.

  • How do I report a problem?

    Having some trouble? Have no fear, our Customer Heroes are here! If you would like to report an issue please reach out to our Hero team either by phone (312) 566-7768, or email – support@spothero.com for a prompt resolution.

    Please note – If you have already made a reservation, please have either the Rental ID number (located in the confirmation email) or the email address you used to book handy to help us quickly locate your information.

  • Can I make multiple reservations?

    Totally! After you reserve your space, you’ll be redirected to the confirmation screen where you should have the option to “Buy this spot again.”

    If you want to purchase and share a reservation with someone else, simply forward them the parking pass after you receive your email confirmation.

  • Why isn't my reservation showing up in my app?

    Your reservations should always show up in the “Reservations” section of the app after you purchase.

    If they’re not there, it’s likely that you’re not logged in to the account that purchased the spot, or a spot wasn’t purchased.

    Try logging out and logging back in to double check, and if you still can’t find it, contact our Customer Heroes who will be able to locate your reservation and resend the confirmation to you right away.

  • Why can't I extend my reservation?

    There are a few reasons why you may have trouble extending a reservation.

    If the spot is sold out, unfortunately an extension isn’t possible. If you’re getting an error of some sort, our Customer Heroes will be able to take a look and see what’s happening right away, so don’t hesitate to give us a call!

  • Why isn't my normal spot showing up in the app?

    There are a few reasons why a spot may not appear on the site:

    *We don’t partner with that location
    *We don’t have anymore inventory available
    *We don’t offer parking at the location during the times you have selected

    If you need help finding or booking a spot, you can always reach out to our Customer Hero team and we will work with you to find a spot that best meets your needs!

  • SpotHero Protection Plan/ Why should I reserve with SpotHero?

    We understand that things come up from time to time. Spots can overfill, rates change frequently, and sometimes your plans just change. While these are rare instances, our goal is to take the stress and fear out of parking so you can do what matters most: enjoy the ride!

    If you have any issues with your spot – don’t worry – our Customer Heroes have your back. If you have any issues with your SpotHero reservation, simply reach out to our Customer Hero team and we guarantee that we will promptly and efficiently resolve any outstanding issues.

  • How do I change the dates/times on my SpotHero reservation?

    You can change the reservation start or end times, or cancel your reservation, any time before the reservation begins. To do so:

    1. Log into your account
    2. Go to your reservations
    3. On the website, you’ll be able to make changes from there. On the app, click into the reservation you want to change and press “Edit.”
    4. You also can extend your reservation once it has started as long as the reservation is still in session and inventory is availabe!

    If you need to make changes to the start time after the reservation’s started, give us a call at (312) 566-7768 and we can help look for what’s available for you!

  • What if the scanner doesn't work?

    While we never want you to have an issue with the scanners, you can still use your reservation so that you’re not paying to exit if scanner issues arise.

    When you drive to the exit gate, press the call button for assistance and speak with an attendant. Let them know that you have a SpotHero reservation, and read them your Rental ID number.

    If you pulled a ticket when you entered the garage, you may be asked to read the number on the ticket as well. As long as you are within your reservation times, the attendant will be able to lift the gate for you to exit!

  • Is my vehicle oversized?

    Below is a guide to what types of vehicles are generally considered Oversized, or Specialty Oversize vehicles.

    Note: Almost all NYC garages charge an extra fee for oversized vehicles. This fee is assessed and paid upon arrival, and determined by the on-site staff.

    Standard-Size Vehicles include the following:

    2-door cars (Honda Civic)
    4 door cars (BMW 7-series)
    Station Wagons/smaller crossovers (Porsche Panamera is ok | Subaru Crosstrek is not)

    Oversized Vehicles include the following:

    SUVs (Ford Explorer | Any Jeep)
    Minivans (Honda Odyssey)

    Specialty Oversize Vehicles include the following:

    Large SUVs (Suburban)
    Pickup Trucks (Dodge Ram)
    Passenger Vans (Sprinter)
    Box Trucks (12-ft UHaul Trucks)

    **Please Note: SpotHero reservations are not valid for any vehicle larger than a 12-ft box truck**

What is SpotHero?
  • What is SpotHero?

    SpotHero is a parking reservation service. We partner with garages throughout the country to provide you with a guaranteed parking spot at a discounted price.

    To use SpotHero, search for parking on our app or website before you arrive, choose the space that works the best for you, and book the space. You’ll know that there’s a space in the garage waiting for you, taking the stress out of parking so you can concentrate on the things that matter most.

    We’re excited to have been featured on The Today Show, in The Wall Street Journal, Chicago Tribune and NPR.

  • How does the SpotHero referral program work?zaeeuqaxrwuybbuwdavye

    We’ve temporarily paused our referral program. It’s getting a tune up and will be back soon!

  • Are SpotHero parking spots guaranteed?

    When you book with SpotHero, a space in the garage will be reserved for you, although it won’t be a specific spot. We work very closely with our partner operators to manage inventory levels, and once we sell out of our spots, we remove the listing from our website to avoid double bookings.

    Your satisfaction is guaranteed, and your spot should always be there when you arrive. If an unavoidable issue comes up, please give us a call right away. We’ll always make sure to help resolve it as quickly as possible.

  • Why are SpotHero prices lower than the garage's?

    We work with owners and operators to help sell unused inventory, as well as point parkers toward spots they might not know about. In exchange we get to offer the spaces at a discount and pass the savings onto you!

  • How do I list my parking spot on SpotHero?zaeeuqaxrwuybbuwdavye

    We’re always happy to help you get your spot listed on SpotHero. You can list your spot at http://marketing.app.spothero.com/rent-my-parking-space/. From there, an account manager that oversees the location will reach out to you to finalize details.

    The space is still in your control! You get to set the prices and the times the space will be available, and you will have a dedicated account manager to help you work out the details and be your point of contact with SpotHero!

  • What cities is SpotHero in?

    SpotHero is in over 30 major cities in the U.S. Check out the full list by visiting https://spothero.com/cities

  • Is SpotHero liable for vehicle damage or stolen items?

    Because SpotHero does not own or manage the garages we partner with, SpotHero is not responsible for theft, damage to your vehicle, or personal property.

    Just like any other time you park, please keep your vehicle locked and do not leave valuables in your car when you have a SpotHero reservation. You can find more information by reading our Terms & Conditions on the app or website.

  • Does SpotHero offer monthly parking?

    Yes! Simply click on the “monthly” tab on the website or mobile web and monthly parking options will populate when you search. We also have an in-house monthly parking specialist who can help you find the perfect spot. Our monthly parking specialist can be reached directly at (804) 207-7768.

  • Does SpotHero partner with all garages?zaeeuqaxrwuybbuwdavye

    While SpotHero doesn’t partner with every garage, we are consistently looking to expand in order to be able to offer more parking in more places.

  • Does SpotHero have airport parking?

    While we don’t offer parking directly at airports, we do partner with locations near several major airports nationwide. Many of these locations also offer complimentary shuttle service so that you can get to the airport with ease, so check the spot information for details!

  • First Time SpotHero Users - Tips and Tricks

    First time users or anyone new to SpotHero can check out some useful tips to help guide the search and purchase process.

    *Set the location – We list the walking distance and give you an estimated time frame on the spot details.

    *Confirm your dates and times – You set the times you need based on the earliest you plan on arriving and the latest you intend on staying. It is important to note that, like a hotel, you cannot enter a facility before your reservation begins, and you also need to leave before your pass expires. Parking passes can usually be altered and changed post purchase but must be updated before you begin parking.

    *Search for specific amenities or features on the website or mobile – You can search for garages that offer features such as in and out privileges, covered parking, valet, etc. Simply implement filters to update your search. On the app, click into the individual spot to see its available amenities.

    *Checkout process and redemption – When you are ready for checkout, make sure to double check your dates and times, and update any important information like email address, license plate number, and billing information. Once you confirm your purchase, we will process your payment and send you a parking pass, which will provide you with your redemption instructions and access to your parking location. No need to print anything out as most all facilities allow for mobile redemption. Simply follow the instructions outlined in your pass and you are good to go!

Booking
  • Can I have a SpotHero promo code?

    Only our marketing team can create and dispense coupon codes, and codes are regularly sent out by our marketing team to our users. As long as you have a SpotHero account, you’ll receive our marketing emails, including ones that contain promo codes.

    Another way to earn credit is through our Refer a Friend program. When you share your personal referral link, and your friends sign up and reserve a spot using your link, $5 of credit will automatically be added to your account! Your link can be found on our website by clicking on the “Invite and get $5” link at the top of the page, or on our app under the menu. You can share through Facebook, Twitter, email, and text. Start sharing today and watch the credits roll in!

  • What is an oversize fee?

    Since garages have limited space, sometimes an extra fee is charged in order to accommodate larger vehicles, especially in New York City. An oversize fee is a fee charged on-site in some locations, generally for vehicles 65″ to 75″ tall and over 181″ long.

    While oversize fees don’t apply to every spot, we’ll always make it clear in the spot details when an oversize fee is applicable. Depending on the spot, when booking on the website, there is an option to select your vehicle make and model to determine if there will be an oversize fee. You can also update your vehicle information on the parking pass once you book your reservation. While this is something that is decided on site, we try our best to let customers know about these fees before arriving, so check your parking pass to see if any oversize fees may apply.

    You also can always give us a call before you a reserve a spot and we can reach out to the garage directly to determine any oversize fees.

  • Can I purchase multiple spots?

    Yes, you can purchase as many spots as you need as long as there is sufficient inventory available for the dates and times you are requesting. After you book one reservation, there will be an option to “purchase this spot again,” which will open up a checkout page identical to the one you just reserved.

  • Do I have be staying at the hotel or eating at the restaurant to park?

    You can definitely still park at a restaurant or hotel with a SpotHero reservation, even if you’re not a patron of the location where you book. The locations we partner with are privately owned, and SpotHero is considered one of their tenant businesses, so no need to worry!

  • Does SpotHero match early bird prices?

    For consistency and flexibility on our site, we typically do not offer any rates that have time conditions. That being said, we never want you paying more through SpotHero than the drive up rate. If you see a rate difference, please bring it to our attention so we can take a look right away.

  • Do I have to create a SpotHero account?

    Nope! You can purchase through SpotHero as a guest each time. All we’ll need from you when you book is an email address, so we can send your parking pass to you, and your credit card information so that you can purchase the spot.

    Some locations will also require your phone number, depending on their redemption instructions. It makes it easier to see all reservations in one place and rebook multiple spots with an account, but you absolutely don’t need one.

  • How far in advance can I reserve parking?

    You can reserve anywhere from minutes in advance, to months in advance; you just need to purchase a reservation before you enter the garage. We ask that you reserve at least 15 minutes before you arrive, as some locations have equipment that can take up to 15 minutes to process a reservation.

  • How do I find a spot?

    Enter the address, landmark, cross streets, or neighborhood you’re looking to park near in our app or on the website, and press “search.” Available locations in close proximity to where you’re going will populate on the search page!

    The walking distance from the spot to your destination will be listed on the website, and you can also filter spot amenities on the website. You can see the distance in miles from your destination on the app if you select the list view instead of the map view.

    Make sure you adjust the dates and times you’re looking for so that you’re reserving the correct times for the reservation.

  • How do I adjust the times when searching?

    To change the times or dates on the website or app, simply click into the time or date you want to change, and a drop-down menu will appear. Make your selections and then click “Search” again to ensure the correct rates pop up on the map for the times you selected!

  • Do I have to download the SpotHero app?

    Nope! Having the app makes it easier to see all of your reservations in one place and allows you to book more quickly since the app keeps you logged into your account, but you can absolutely book on the mobile website on any browser successfully. You also can access your parking pass straight from the confirmation email we send you upon your purchase.

  • Are there any additional fees?zaeeuqaxrwuybbuwdavye

    The SpotHero price is the entire price for the parking fee, and all taxes and fees are included in the price that you see on the app or website!

    Some locations charge a separate oversize fee for vehicles that are taller than 65″ or longer than 181,” which is payable at the garage directly and is assessed on-site. You’ll be able to see if this spot would charge an oversize fee before and after purchasing in the details.

    Also, if you enter before your reservation starts, or exit after the reservation has ended, you will be subject to pay for the time you spend in the spot outside your reservation.

    Lastly, we never calculate tip into our valet reservations. We want this to be at the discretion of the customer based on your experience.

  • Can I park an RV, van, or bus?

    While we do not specialize in oversize vehicle parking, we do have some spots that can park larger trucks and vans. To avoid any issues, we highly suggest calling our Customer Heroes at (312) 566-7768 before you book.

  • How far away is the garage?zaeeuqaxrwuybbuwdavye

    If you input your destination into the search bar, the website will show you how far in minutes and miles the parking garage is from your destination underneath the spot title.

    On the app, if you press the “List View” in the bottom left corner, you’ll be able to see the distance of the spots in miles from your destination.

  • Why are the times I am seeing different than the times I requested?

    If it’s the same price to park for a longer amount of time than you requested, the website and app will automatically extend your reservation to fulfill the maximum amount of time in that particular rate.

  • Is this valet or self park?

    SpotHero partners will all kinds of different facilities, including self-park and valet locations! The type of location you’re booking will always be listed in the title of the spot as well as the redemption process details.

    Some locations do have some crossover between valet and self-park, but those details will always be outlined in the parking pass. As always, if you have any questions about the redemption process, you can give us a call for clarification.

  • Why do some spots ask me for my license plate?

    When booking a location that is monitored by license plate number, you are required to input this information at checkout, or on your parking pass, before you arrive to avoid being ticketed or towed.

  • Is that the price for the whole stay?

    Yes! As long as you have the correct times and dates in your search field, the price for the entire time you requested will show up on the search page. Unless otherwise stated, you can enter any time after the start time of a reservation and exit any time before the end time for the price of your SpotHero reservation.

  • Can I make a change to my parking pass after I purchase it?

    Yes! You can change the reservation start or end times, or cancel your reservation, any time before the reservation begins. You also can extend a reservation as long as the reservation is still active.

    To do so:

    1. Log into your account
    2. Go to your reservations
    3. On the website, you’ll be able to make changes from there. On the app, click into the reservation you want to change and press “Edit.”
    4. You also can extend your reservation once it has started as long as the reservation is still in session and inventory is availabe!

    If you need to make changes to the start time after the reservation’s started, give us a call at (312) 566-7768 and we can help look for what’s available for you!

  • Do I have to reserve online to get this rate?

    Generally, yes! SpotHero is able to offer discounts on the drive-up rates at most of the locations we partner with, sometimes up to 50% off, and generally around 20-30% off.

  • What is the rate at the garage?

    Garage rates differ by location, and they aren’t listed on our site. We’re happy to take a look for you if you’d like to compare, so feel free to give us a call at (312) 566-7768.

    You also can visit parkopedia.com or parkme.com, which list the drive-up rates of most garages across the country.

  • Is this location safe?zaeeuqaxrwuybbuwdavye

    Your safety is our top priority! We strive to offer you the very best parking locations. We provide several pictures and important details for each of our spots. This allows you to review your spot before you book!

    If you do not feel comfortable, please feel free to give us a call at (312) 566-7768. We can help to answer any question you may have. We are here to help!

  • How do I use a promo code?

    You can apply a promo code before you book on both the app and website.

    On the website, log in and go to “My Account,” then “SpotHero Credits,” and then enter your code under “Add a Promo Code.” You also can enter the code on the checkout page by pressing “Have a Promo Code?” entering your code, and pressing “Apply” before you book.

    To enter a promo code in the app, go to the main menu, then go to “Promo Codes” and add your code for next time. You also can enter the code on the checkout page by pressing “Add Promo Code,” entering your code, and pressing “Submit” before you book. The total price of the spot should reflect the promo code.

  • Is there shuttle service?

    We do offer spots with a shuttle service, especially many spots near airports. When searching on our website, there is an amenities filter option where you can search for spots that offer shuttles. If you need help searching for these you can give us a call at (312) 566-7768 for suggestions.

  • Can I park overnight?

    We definitely offer overnight parking. When searching, change the dates/times to the overnight period during which you plan on parking. All garages that allow overnight parking will show up and you can book right from our website or app.

  • Can I tailgate?

    Generally, tailgating is not permitted in locations we partner with unless tailgating is specifically mentioned as an amenity available at the facility.

  • What if I'm purchasing a spot for an event and the event runs late?

    We set up special rates for events with our partner operators, and the preset times should give you enough time on either end. If the event does last longer than expected, there’s no need to worry about leaving early. The attendants will know and will let you out without a problem as soon as the event is over.

  • Can I apply a promo code if I'm using Apple Pay or Android Pay?

    Yes! Click on “Promo Codes” from the main menu in the app once you’re logged in, and enter your promo code. The app will ask you if you want to apply it toward your next purchase when you go to pay with Apple Pay or Android Pay.

Monthly Parking
  • How does the billing cycle work?

    Most locations are set up with the billing cycle to be on the 1st and the 15th of every month.

    There is a 2-day leeway window available on either side of those dates. The closer you choose a start date toward the 1st or the 15th, the more likely you will be to getting a correct billing cycle.

    If your start date is the 15th of the month, your first bill through the parking operator could be for a month and a half. The 1.5 month bill will allow you to park for 1.5 months and allows the parking operator to get you on a 1st of the month billing cycle. In all cases your rate will stay the same. Going forward your bill will be for just one month, if this is the case.

  • Are there any additional fees?

    Totally depends! Some locations may require a fee for your access card or transponder, however, that will all be detailed in the description of the location before you purchase. All extra fees will be paid to the garage or lot office after purchase. Please make sure to read the description before finalizing your payment.

  • Will you prorate my monthly parking spot?

    We do not prorate monthly parking at our locations. If you have an extenuating circumstance, please call our customer heroes.

  • Do you offer monthly parking for motorcycles?

    Unless specified, we generally do not permit this due to facility limitations. However, we have a limited amount of spots available for motorcycles, so please call our customer heroes at 844-207-7768 to see if we have availability near you. 

  • Will my card get charged automatically each month?

    If you choose to purchase a spot that says ‘recurring monthly’ on the checkout page, your card will be automatically charged until you cancel. Decide you don’t want to park anymore? Get in touch with our customer heroes and they’ll cancel it for you right away.

    If you select to purchase a spot that says ‘non-recurring monthly’ on the checkout page, you are only paying for the initial month of parking payable through SpotHero. For the second month and on, you must set up recurring billing through an account with the parking company that owns the location you’re parking at. During the hand-off process (after the 1st month going into your second month) the parking company will correspond with you and us to make sure you’re getting set up correctly.

  • What types of monthly rates do you offer?zaeeuqaxrwuybbuwdavye

    We offer a wide variety of monthly rates that will suit your parking needs. We know that you might want to park 24/7 or just want a spot for commuting to work so either way, we got your back! Go ahead and browse our site to check out the different options, but please pay close attention to the times listed so you’ll know exactly when you can park.

    For example, if you see a spot called ‘Monday – Friday: 6am – 7pm’, you may only park your vehicle inside the garage during those times.  If you see a spot called ’24/7 Parking’, you get to park whenever you want during that month.

    Another great way to find your perfect spot is to call our customer heroes at 844-207-7768.

  • What will be my monthly parking rate going forward after I purchase with SpotHero?

    If you choose a spot with an introductory rate, the price may go up to the regular drive-up rate after the intro rate time period has ended. This information can be found in the spot details. If you do not see the post-intro rate listed on SpotHero, please get in contact with the garage office. Some monthlies are handled directly with the location after the first month, so the facility is required to give you notice of a rate increase.

  • Can I only park for one month?

    It depends on the type of spot you bought. If there is a contract, you will need to provide payments for the term of the contract. You will be able to tell if there is a contract for a location if you see something called ‘Contract Required’.

    If you purchased a recurring billing spot (it will say your card will be automatically charged on the checkout page), all you have to do is email us at  support@spothero.com to notify us that you would like to cancel your recurring monthly reservation.

Post Purchase
  • What is your cancellation policy?

    You can always cancel a reservation and receive a full refund up to the minute before your reservation begins. There is no fee to cancel, and you can cancel a reservation either through the app or website as long as you’re logged into your account.

    We also offer the SpotHero Protection Plan, as it’s our mission to make parking easy. If anything about your experience strays from that, let us know and we’ll make it right. If something didn’t go according to plan please reach out to us as soon as possible and we’ll take care of it. Please let me know if you have any additional questions!

  • How do I redeem my reservation?

    All of the instructions for how to redeem your reservation can be found in the parking pass that we emailed you! Each location is different, so it’s important to review your parking pass before you park. Some reservations come with a barcode to scan in and/or out, some are monitored strictly by your license plate, and some just ask you to show your pass to the attendant onsite. If you have any questions about the redemption process, give us a call at (312) 566-7768 so we can help out right away.

  • How does the timing work?

    As far as reservations go, they are active when you enter after the start time and leave before the end time, otherwise you are subject to pay the drive up rate for the extra time. If you arrive after your start time, your reservation end time remains the same, it will not change based on when you enter. If you need to change the start time of the reservation, you can do so on the app or website before the reservation begins. If you need to extend it, you can edit your reservation through our website or app as long as the reservation is still in session. If you need help with an extension, you can always give us a call right away so we can help out!

  • What amenities does the garage offer?

    We offer spots with a wide variety of amenities. You can find covered or uncovered parking, valet or self park, spots that provide handicap or EV charging, spots that allow you to go in and out of the facility during your reservation, and more! To find the spot that best works for you, take a look at the filtering section on our website. You can filter spots for whichever amenity you need. If viewing on the app, there will be small icons in the details of each spot. Clicking those will show which amenity each spot provides.

  • What does it mean when it says you have to be a patron of the store/building/etc? Will I be towed?

    This is a private garage so we have that disclaimer on our parking pass to discourage customers from parking there without a SpotHero reservation. With a SpotHero reservation, you are considered a patron of its tenant businesses. No need to worry about being ticketed or towed!

  • Are there additional fees?

    There are a few reasons why you would ever pay again onsite. Some locations charge an oversize fee for vehicles that are taller than 65″ or longer than 181″. You’ll be able to see if this spot would charge an oversize fee before and after purchasing in the details. Also, if you enter before your reservation starts, or exit after the reservation has ended, you may be subject to pay for the time you spend in the spot outside your reservation. Lastly, we never calculate tip into our valet reservations. We want this to be at the discretion of the customer based on your experience.

  • Do I need to download your app?

    You don’t need to, but it does make your experience easier! When logged in, the app will store all of your parking passes. If you don’t have the app, that’s ok too! You can always show your reservation by bringing your parking pass printed out, or pulled up from your email. Don’t forget to double check if a spot is print out required, to ensure you are redeeming your reservation properly.

  • How do I know if I am in the correct spot?

    There will always be details on your parking pass about where this spot is, along with pictures of what it looks like. There is also a GPS location embedded into the parking pass that you can navigate from. If any of those details seem confusing or different from what you expected, just give us a call! We always want you to feel confident when you park, and we are here to ensure everything is going right.

  • How do I report an issue?

    If anything goes wrong with your reservation, please give us a call immediately at (312) 566-7768 so we can help with any issues you may be experiencing! Our heroes are here answering calls from 6 AM – 11 PM CST 365 days a year. We are also reachable via email, and you can contact us at support@spothero.com. Lastly, each reservation allows you to review your spot once it expires. Each of those reviews are read individually by our heroes! Please provide any feedback about your experience so we can work with you to make things right.

  • Do I need to print or display anything?

    Most of our locations do not require printed reservations, and any reservation made through our app will allow for mobile redemption.

    For the few locations that do require a print-out, we make sure to list this in the spot’s description. Failure to print your receipt at these locations will cause your reservation to be invalid.

  • Scanner Troubleshooting

    Each location comes with unique instructions, and some garages use different equipment than others. Your parking pass may include specific details on how your spot works, so check your parking pass for details. If you are having trouble getting into a garage, you can always take a ticket and get parked. No need to pay that in the lobby of the garage, but hold on to that ticket for when you exit. Simply drive to the exit gate and press the call assistance button. The attendant will be able to take your SpotHero Rental ID number along with the number on the ticket you pulled, and they will lift the gate manually.
    That being said, here are some general tips about using scanners:
    – Make sure you are not entering or exiting the garage outside your SpotHero reservation hours
    – Hold the QR code 2″ from the reader
    – Mobile device should be at a 75-degree angle, facing upwards (vs 90-degree)
    – Make sure the QR code is not getting cut off because of auto-rotation of the screen
    – Make sure the QR code isn’t too big… generally, smaller is better.

  • What is a commuter special?

    A commuter special is a time-based reservation that requires you to enter by a certain time in order to receive the rate. A majority of our spaces are flexible, meaning as long as you enter after the start time and exit before the end time, you won’t be charged extra. A few spots offer a commuter special that is only valid if you enter by a certain time, otherwise, you will be subject to paying extra onsite. For instance, the parking pass might say ‘You can enter anytime between 7 AM – 10 AM to receive this rate. If you enter after 10 AM, you will be subject to paying extra onsite.” If your spot has a restriction that won’t work for you, you can always cancel and rebook a different spot that works better.

Parking Pass
  • How do I cancel via app/website?

    You can cancel a reservation and receive a full refund up to the minute it’s supposed to begin! If you are on our full desktop website, log into your SpotHero account and go to “Reservations.” Under the “Current Reservations” section, you’ll see the option to cancel under the “Change” column. Once you cancel the reservation, you will see the word “Refunded” in green letters. To cancel via the mobile app, tap on the reservation you want to cancel. In the top right-hand corner of the screen you will see a button that says “Edit.” Tap on that and then click on “Cancel Reservation.” You will be asked if you want the reservation refunded back to the original payment source or as SpotHero credit. Once you cancel your reservation, you will receive an email immediately to confirm the refund. Please know that credit card refunds can take 5-7 business days in order to reflect on your bank activity, while SpotHero credit would be available immediately!

  • Do I need to download anything to redeem my pass?

    Nope! While we encourage you to download our user-friendly app, it is not required. You can access your parking pass through the confirmation email we send you upon your purchase.

  • What if I didn't follow the correct redemption instructions?

    You can still use your SpotHero reservation! If you’re still in the garage, see if any on site attendants are available to assist you, or press the call button at the exit kiosk to get connected to a garage attendant. If you paid to exit the garage, give SpotHero a call at 312-566-7768. Our heroes would be more than happy to help out right away!

  • How do I add more time to my pass?

    You can extend the end time of your reservation once you’re logged into the website or app as long as the reservation is still in session and as long as we have inventory available. If you go into your current parking pass from “My Reservations,” you will see a link where you can extend your parking, confirm any price change, and check out.

  • Can I transfer my pass to a different location?

    Reservations cannot be transferred to different locations, as rates vary at different garages and parking lots, and different parking locations may be managed by different companies. That said, if your reservation hasn’t started yet, you can cancel it and book another spot at a different place!

  • I didn't receive/can't find my parking pass.

    You should receive an email confirmation after booking a spot. Parking passes are sent to the email address that was used to book. If you have not received your parking pass please give us a call at 312-566-7768 and we’ll make sure you get it to the correct email address! (Hero tip: If you enter your phone number when you book, you’ll also receive a text message confirmation.)

  • Can I change/update my reservation?

    Yes! You can change the reservation start or end times, or cancel your reservation, any time before the reservation begins. To do so, log into your account and go to your reservations. On the website, you’ll be able to make changes from there, and on the app, click into the reservation you want to change and press “Edit.” You can also extend your reservation once it’s started as long as the reservation is still in session and inventory is availabe! If you need to make changes to the start time after the reservation’s started, give us a call at (312) 566-7768 and we can help to see what’s available for you!

  • How do I report an issue?

    If anything goes wrong with your reservation, please give us a call immediately at 312-566-7768 so we can help with any issues you may be experiencing! Our heroes are here answering calls from 6 AM – 11 PM CST 365 days a year. We are also reachable via email, and you can contact us at support@spothero.com. Lastly, each reservation allows you to review your spot once it expires. Each of those reviews are read individually by our heroes! Please provide any feedback about your experience so we can work with you to make things right.

  • What is oversized parking?

    Since garages have limited space, they sometimes charge an extra fee in order to accommodate larger vehicles. An oversize fee is a fee charged on-site in some locations, generally to vehicles 65″ to 75″ tall and over 181″ long. While oversize fees don’t apply to every spot, we’ll always make it clear in the spot details when an oversize fee is applicable. Depending on the spot, when booking on the website, there is an option to select your vehicle make and model to determine if there will be an oversize fee. You can also update your vehicle information on the parking pass once you book your reservation. While this is something that is decided on site, we try our best to let customers know about these fees before arriving, so check your parking pass to see if any oversize fees may apply.

    You can also always give us a call before you a reserve a spot and we can reach out to the garage directly to determine any oversize fee.

  • I forgot to scan into the garage. Can I still use my pass?

    Yes! When you drive to the exit gate, press the call button for assistance and speak with an attendant. Let them know that you have a SpotHero reservation and that you forgot to scan into the garage. Read your Rental ID number when prompted. If you pulled a ticket when you entered the garage, you will probably be asked to read the number on the ticket as well. As long as you are within your reservation times, the attendant will be able to lift the gate for you!

  • How do I shorten my reservation?

    Need less time than you thought you did? Not a problem! You can shorten your reservation to the present time as long as your reservation is still in session. Log into your SpotHero account and click on the reservation you wish to shorten. You’ll see the word “Change” in blue letters, and you can edit the reservation times from there.

Accounting/Billing
  • Is your site secure?

    Yes! We have a secure checkout process. All of our billing goes through Stripe, a multi-million dollar company that operates in 20 countries, and we don’t store full credit card information anywhere on our site. Feel free to visit https://stripe.com/ for more information. We’re also a part of the Better Business Bureau! Check out our profile here: https://www.bbb.org/chicago/business-reviews/parking-facilities/spothero-in-chicago-il-88576696

  • How do I update my account?

    You can update your email, password, license plate, vehicle, favorite spots, and payment information through your account settings!
    Website:
    – Go to “My Account” at the top of the page
    – Select “Settings”
    – The different update options will be available there!
    App:
    – Tap on the three blue bars in the left hand corner (next to the search bar)
    – Select “Account Settings”
    – Select which section you’d like to update!

  • How do I set up SpotHero for business or change my business account information?

    Find more information about SpotHero for Business at https://spothero.com/business/. To set up a SpotHero for Business account in the app,
    -Go into the main menu
    -Go into “Account Settings”
    -Select “Set up Business Profile”
    -Follow the steps in the app to finish setting up your account!

    To update your SpotHero for Business account settings, go into “Account Settings” from the main menu of the app, and select “Business Profile.” From there, you can update your email address, default payment method, expense provider, opt-in or out of consolidated expense reports, and delete your business profile.

  • When will my card be charged?

    Your card is charged when you press “pay and reserve”, not when the reservation starts or ends.

  • How long does a refund take?

    Depending on your bank or credit card company, a refund can take 5 to 7 business days to post on the account. Sometimes if a reservation is cancelled close to when it was purchased, the charges will cancel each other out on your statement altogether.

  • How do I know if my payment went through?

    If your payment goes through, you’ll see a confirmation page with a Rental ID number, your confirmation number for the reservation. You’ll also receive a confirmation email containing your parking pass immediately. If you haven’t received a confirmation email and you don’t see any charges on your credit card, the payment has not gone through.

  • Do you accept prepaid cards?

    If the prepaid card has a credit card insignia of a credit card we accept, then we can accept that card as payment. Otherwise, we do not.

  • How do I apply credit or a promo code?

    SpotHero credit will apply automatically toward your next reservation as long as you’re using the same email address as the account that has the credit!
    To apply a promo code, click on “Have a promo code?” if you’re on the website or “Apply Promo Code” if you’re on the app, and type in the promo code you’d like to apply. You can also enter a promo code before you search by clicking on “Promo Codes” from the main menu once you’re logged in, and enter your promo code, which will apply toward your next purchase as long as it’s valid.

  • Can I use Apple Pay/Android Pay?

    Yes! As long as you have Apple Pay or Android Pay set up on your phone and turned on, those purchase options will automatically show up on the checkout page.

  • Can I sell my parking pass?

    Unfortunately, selling our parking passes through a third-party site is a violation of our terms and conditions. When our parking passes are sold through a third-party site, we no longer have the driver’s contact information, which can cause a lot of issues. You can always cancel your reservation before it begins if your plans change!

  • Can I merge accounts?

    Unfortunately not. You can change the email address on your account to a different one, but currently accounts with different email address cannot be merged.

    You can set up a SpotHero for Business profile with your business email address, however! See above for details on how to set up an account.

  • Why does it say recurring charge on my statement?

    Although it’s listed as a recurring charge, you will NOT be charged that amount again (unless you’ve booked a recurring monthly reservation, which will be noted pre- and post-purchase). We classify our charges as recurring to make the payment processing easier and faster – that way, the payment goes through quicker so you can be on your way!

  • Can I use a WageWorks card on your site?

    Absolutely! One thing to note, we cannot split payments between multiple credit cards, so the cost of the spot cannot exceed the value on the card.

    If you have any trouble or questions feel free to contact our customer hero team for more information.

WageWorks
  • What is WageWorks?

    WageWorks is a Consumer Direct Benefit company offering pre-tax parking of up to $255/month for parking near the customer’s office and/or transit stop that takes them to their office. WageWorks enables you to book pre-taxed parking spots near your work or a transit stop on the way to work.

  • What is a pre-tax card?

    A pre-tax card is an IRS approved benefits commuter card that allows customers to use up to $255/month of pre-tax dollars on parking near their work or a transit stop on their way to work.

  • What is Qualified Parking?

    Qualified Parking refers to pre-tax parking permitted by the IRS. This parking enables customers to use up to $255/month in pre-tax dollars to park near their office or public transit stop that takes them to the office.

  • How do I use a pre-tax parking benefit card within the SpotHero app?

    You can use your WageWorks card within the SpotHero app by inputting your card info under the pre-tax payment type. You will then set the address of your work and can begin to book spots using your pre-tax benefits card. Your benefits card will automatically apply for purchases within one mile of your work address.

  • Can I use my pre-tax parking benefit card on SpotHero's website?

    Unfortunately, you are only able to make purchases using your pre-tax benefits card when using the SpotHero app. If you need help, feel free to give the heroes a call at 312-566-7768 so we can walk you through it!

  • Can I use my pre-tax parking benefit card for monthly parking?zaeeuqaxrwuybbuwdavye

    Absolutely! If you’d like to book a monthly spot with your pre-tax benefits card, head over to the WageWorks website to do so (www.wageworks.com). There you will be able to explore and reserve monthly parking directly through WageWorks.

  • Are there any restrictions when using my pre-tax benefit card?

    Pre-tax cards are intended strictly for use near a work or public transit stop on the way to work.
    You are only able to enter one work address and must be parking within a 1 mile radius of said office and/or public transit stop.
    The IRS allows $255 / month in pre-tax parking to be used, which resets each month.
    WageWorks allows up to five (5) parking reservations per 24 hours using your pre-tax card.

  • Can I use multiple pre-tax cards on your site?

    No. At this time you are only allowed to use one WageWorks card through SpotHero.

  • Can I refund a reservation as credit when using a pre-tax card?

    No, unfortunately you cannot refund reservations made with a pre-tax card as credit. You can cancel reservations back to their original source through the app or website, before the reservation begins.

  • How do I update or change my work address?

    In order to update or change your work address, you must delete your WageWorks card from the SpotHero app and re-enter the information.

  • Can I use any pre-tax card?

    At this time, you will only be able to use a WageWorks or TransitChek card through SpotHero.

  • Can I update or refund a reservation made using my pre-tax card?

    Of course! If you would like to update or cancel a reservation, you are able to do so in the SpotHero app.