Frequently asked questions.
Clear answers.

Mobility Hub Parkservice GmbH is your partner for barrier-free parking. As specialists in digital parking management and modern parking operations, we manage car parks, multi-storey car parks and underground car parks using innovative technology.

We analyse parking occupancy, collect parking fees, implement flexible pricing structures and, among other things, detect actual parking violations.

Our parking areas are operated using state-of-the-art licence plate recognition – without barriers, parking tickets, parking discs or enforcement staff. Digital, efficient and 100% customer-friendly.

When you enter and exit, our system scans your vehicle's licence plate in compliance with the GDPR and records a timestamp. The difference between the two times gives the exact parking duration, which is used to calculate the applicable tariff.

Depending on the location, you can pay through various channels, for example on site at the pay station or conveniently online. We strictly comply with all statutory data protection requirements at all times.

If the tariff due is not paid, the registered keeper's details can be obtained from the competent authority in order to pursue our outstanding claim.

Our parking areas with digital licence plate recognition are clearly marked: numerous signs point out our parking system. You will find these signs at the entrance and exit as well as directly in the parking areas.

Our General Terms and Conditions (GTC) and the data protection notices are clearly displayed on our information boards and at our pay station on site.

Yes, licence plate recognition also works in the dark, because the cameras are equipped with infrared lighting.

Yes, our system also recognises vehicles with foreign licence plates. When paying at the pay station, you will additionally need to select the country of registration.

If you need a receipt for a payment for a past parking session, please contact our chatbot at the bottom right of the website.

For future parking sessions on an area managed by us, you can request a receipt directly at our pay station after payment. If you use our online shop or a parking app, you will automatically receive proof of payment by email.

In principle, parking fees must be paid for all vehicles. On some of our parking areas, different tariffs apply to motorcycles, mopeds and similar vehicles than to cars. If different fees apply, this is shown on our signs on site.

Please contact us via our chatbot (at the bottom right) and let us know your name, email address, phone number and the parking area where you parked.

Sometimes other drivers find a lost card and hand it in. We will then contact you personally.

We are sorry for the technical difficulties. Please contact us via our chatbot (at the bottom right) so that we can look into your case personally.

On most of our parking areas, you can pay for your parking session online within 24 hours of exiting. After these 24 hours, this is no longer possible. Please therefore pay your parking fee at the pay station before leaving the parking area or online within 24 hours.

All our pay stations have a fault reporting function that is transmitted in real time to our tech operations team.

In addition, a fault button is displayed automatically if a payment (coin or card) has been started but not continued within 20 seconds.

Alternatively, please call our hotline – you will find the number directly on the pay station.

Please use our chatbot for this request. You will find it at the bottom right.

Germany: Apple Pay, Google Pay, Klarna Pay Now, American Express, Maestro, Mastercard, Visa, girocard, UnionPay

Not all payment methods are available everywhere. Different options are available at our pay stations than in our online shop. You can find an overview here: Payment methods

Please get in touch via the “Received a payment request?” field in the main menu. Before using the form, please take a look at our FAQs – you may already find the answer to your questions there.

Our parking areas are generally subject to a charge, and we clearly display the applicable tariffs. If you use the area without paying, we identify the registered keeper of the vehicle and subsequently send a corresponding payment request. If you have received a payment request from Mobility Hub Parkservice GmbH, you have breached our posted general contract and parking conditions on one of our parking areas.

By entering a paid parking area managed by us, you accept the clearly displayed General Terms and Conditions (GTC) and tariff rules.

If you breach the obligation to pay, we are entitled to send you a payment request for the stated amount. If you do not comply with it, we reserve the right to take legal action.

No. You must make a separate bank transfer for each reference number, i.e. for each payment request. Otherwise your payment cannot be clearly allocated and will be rejected by the system. The payment deadline will then continue to run.

In this case, please contact our customer service via our contact form, stating the licence plate of the vehicle concerned and the location of our parking area.

Our letter may have crossed with the receipt of your payment, or the payment reference may have been entered incorrectly.

Please check your account for a possible refund from us. Alternatively, send us proof of payment via the contact form, which must include the following details:

• Reference number and licence plate
• Name and IBAN of the account holder
• Payment reference
• IBAN of the recipient

Our parking management is based on the digital recording of the official licence plate on entry and exit.

Log in to our self-service portal (https://service.mh-parkservice.de/) using the reference number of the payment request and your licence plate. There you can view the images of your licence plate on entry and exit.

No, we do not currently offer instalment payments.

Select “Received a payment request?” in the main menu to contact us. Please check the FAQs before filling in the form – you may already find the answer to your question there.

Please use the self-service portal for your country so that we can review your case. In certain circumstances, we may be able to grant you an extension of the payment deadline.

On areas whose management we have only recently taken over, the activation of permanent parking permits – for example for certain user groups – may not yet be fully completed. In this case, please contact us via the chatbot at the bottom right of our website.

Entering the licence plate at the pay station takes two steps: first you enter the licence plate, then you confirm it and are forwarded to payment.

We do understand, however, that typing errors can happen. Because the payment could not be allocated automatically due to the incorrect entry, the system generated the payment request.

Please use the self-service portal for your country so that we can review your case.

In rare cases, the registered keeper's details may not be transmitted correctly. We sincerely apologise for any inconvenience.

Please send us the correct details via the self-service portal for your country. We will then process your case promptly.

Common reasons are an incorrect reference number or a different transfer amount. Please check your transfer details.

If they match the details on the payment request exactly, please contact us with proof of payment via the self-service portal for your country. Please also use the portal if there are discrepancies in the details so that we can review your request.

If you would like to provide us with different driver details, please send us a request with the full contact details of the person who was driving the vehicle on the day of the parking violation – i.e. name and full address. We will then forward the parking violation to this person.

Unfortunately, our system cannot detect documents placed behind the windscreen.

Please note: unfortunately, a disabled parking permit does not automatically exempt you from the parking fee on private parking areas such as ours. The rules shown on the signs and notices on site apply.

On some of our parking areas, your licence plate can be activated for free parking. To do this, please follow the instructions on our signs.

So that we can review your request as a gesture of goodwill, we need specific proof of the breakdown stating the location, date and time. Please submit this proof via the self-service portal for your country. Unfortunately, a goodwill review is not possible without such proof.

We are sorry that an error has occurred. Before contacting us, please try these steps:

• Clear cookies and browsing history
• Clear the cache
• Use the latest version of Google Chrome

Then open the page again via this link: self-service portal.

If the error persists, please contact our chatbot (at the bottom right of the website). Let us know which browser and type of device (mobile or PC) you are using and, ideally, have a screenshot of the error message ready.

Also make sure that you have opened the correct company website with the .de domain.

No, there are no permanent video recordings. Our system only captures photos of the front or rear of the vehicle showing the licence plate.

The cameras' field of view is also strictly limited to the licence plate area of the vehicle – people are not captured.

Yes, the data is collected in accordance with the GDPR, strictly limited to its purpose and based on the statutory grounds of justification applicable to private property.

You can view our data protection notices at the entrances to the area. The images of the licence plate are used both to determine the parking duration and to bill the parking fee due.

If the parking fee owed to us on one of our parking areas is not paid, we are entitled, on the basis of our legitimate interest in enforcing the claim, to request the details of the registered keeper of the vehicle concerned from the competent authorities. We expressly point this out in our letter.

As soon as you have paid the payment request, your data is passed to the automated deletion routine.

Please note: for accounting reasons, we are obliged to retain transaction records within the statutory retention periods. Any evidence is retained until our legal accountability obligations have expired.

The technology we use is not video surveillance, but merely video-based licence plate recognition. Only still images of the licence plate of vehicles entering or exiting are captured. These are processed and stored in accordance with applicable data protection law.

Verification ensures that you get access to special tickets that are not available to the general public. These tickets often offer particular benefits such as lower prices or special validity periods tailored to your needs.

Your verification code is usually provided by your employer or landlord.

First check the code for typing errors. If the code still doesn't work, please contact the relevant contact person at your company or at the parking area operator to make sure the code is correct. Alternatively, you can continue without verification and view the public tickets.

Yes, you can complete the verification at any time via your profile in the online shop. Simply click the profile icon at the top right and select the verification option.

If you accidentally entered an incorrect but accepted code, please inform the relevant contact person at the parking area operator or your employer so that the error can be corrected. You can then verify again with the correct code.

In some online shops, tickets are only displayed to users who have successfully verified themselves. You can complete the verification at any time via your profile in the online shop. Simply click the profile icon at the top right and select the verification option.

Not all online shop users receive a verification code. These codes are mainly used for special staff car parks. If you have not received a code, you can buy the public parking tickets.

Yes, even after verification you can still see and buy the public tickets. Verification simply adds special options relevant to you to your range of tickets.

If you would like to use a new parking area, you can verify again. To do so, go to the account overview in the online shop and select the relevant option.

If you have any questions or problems, please contact the relevant contact person at your company or at the operator of the parking area. Mobility Hub Parkservice does not manage verification codes, but only provides the platform for purchasing the tickets.

If you have any questions, please contact the relevant contact person at your company or at the owner of the parking area. Mobility Hub Parkservice does not manage verification codes, but only provides the platform (i.e. the online shop) and the entire parking system.

Only the employer or the operator of the parking area can do this. Please contact the relevant party. Mobility Hub has no influence on this.

You do not need to enter the verification code again. On the home page, you can see all products and services available to the user with this verification code.

On the home page of your online shop or in the Automatic Payment tab, you can see which parking areas you are authorised to use. Automatic Payment is applied on these parking areas.

Automatic Payment is a fully automatic payment option for your parking sessions: once you have registered and activated it in the Mobility Hub online shop, the system recognises your vehicle on entry and exit and automatically charges the parking fee due to your stored payment method. You don't need to buy a separate ticket or pay manually before leaving.

To use Automatic Payment, this payment option must be available on the parking area you use. You can see this from the signs on site.

If Automatic Payment is available, you need to register in the relevant Mobility Hub online shop (see signs on site). If you have received a verification code for special parking rates from the owner of the parking area (e.g. for employees), you can enter it after registering.

After registration (and verification, if applicable), Automatic Payment must be activated once. During activation, you add your licence plate(s) (up to 3) and set up your preferred payment method.

From then on: drive in, park, drive out – done! The system automatically starts and ends every parking session in the background. All current and past parking sessions can be viewed transparently in your online account (each with date, parking duration, amount and licence plate).

You will receive a notification by email when you exit. As soon as you have entered, you can see in your online account that your parking session has started. Immediately after exiting, you will receive a notification confirming that your parking session has ended and how much the parking fee is.

No. Registration and entering your licence plate alone are not enough. Automatic Payment is only active once the entire process has been completed: licence plate entered, payment method added and activated in the final step. You can tell by the “Automatic Payment” tab highlighted in green in your online shop profile.

The stored details are visible in your profile. If the licence plates are correct and Automatic Payment is set to “active” (highlighted in green in your profile), everything is correct.

Yes. Automatic Payment must be actively authorised once, even if you already have an account with a stored payment method.

No, there is currently no app. Automatic Payment is used via the online shop in your browser.

You can deactivate this payment option yourself in your profile at any time. Any employee rates will then no longer apply.

That's not a problem – your private address can be used just as well.

If nothing is stored in the old profile, you can simply continue using the new profile. No changes are necessary. Please note: a licence plate can only be stored in one account at a time. If you stored the licence plate in your old profile, delete it there first and then add it to the new profile.

You can reset or change your password when logging in. It is currently not possible to change your email address or adjust email notifications.

No. If onboarding (licence plate + payment method + activation) is only completed after entering, this parking session is not covered. Automatic Payment applies from the next parking session. Outstanding amounts must be paid separately online.

Usually the parking session was not yet covered (activation after entering) or the licence plate was stored incorrectly. Once onboarding has been completed correctly, future parking sessions will be recorded automatically.

Our support team can end the parking session manually. If the system did not detect your exit, no charge is made for this session.

Often activation is not complete or no licence plates are stored – in this case, nothing is recorded or charged. Once activation has been completed correctly, confirmations will be sent.

After reactivating it correctly, it will work again. What matters is the complete activation status (green tab in your profile). In individual cases, a licence plate may not have been recognised correctly on the parking area.

Your remaining valid tickets always apply first. Only once these have been used up or have expired does Automatic Payment take effect. The tickets are not offset. You can simply use them up as usual and leave Automatic Payment activated. Automatic Payment does not apply in the meantime.

No, existing tickets remain valid until they have been used up.

With Automatic Payment, you don't pay anything in advance – the amount is only charged when you actually park or at the end of the month.

The price depends on the location and the tariff (e.g. employee rate). The specific amounts are shown for each parking session or communicated by your employer or the owner of the parking area.

Credit/debit card, Google Pay, Apple Pay and Klarna Pay Now.

You can change your payment method in the Automatic Payment overview. If a change fails in an individual case, our support team will be happy to look into it.

For pure debit cards (without credit card functionality), Klarna must be selected as the payment method.

This is usually a problem with adding the payment method itself – please try a different payment method. A precise description of the error helps our support team to resolve the issue.

Please add a valid payment method in Automatic Payment and pay the outstanding amount manually via the online shop.

Directly in your Mobility Hub online account under “Automatic Payment” (top right), you can see both current parking sessions and your payment history with all past parking sessions – each with date, amount and licence plate.

The licence plate is already stored in another online shop account (e.g. an old account of yours or a colleague's account). It must first be deleted there and can then be added to the correct account. If you have several accounts, it is worth checking where the licence plate is actually stored.

Each person adds their own licence plate to their own online account so that all vehicles are covered.