I am unable to log into the Parking system, ‘user not found’ message is being displayed. What should I do?
The system is case sensitive – check that you are entering capital letters where required.
Depending on how long you have had your parking account it may be that you used an old email address, try all your previous email addresses.
If you are still experiencing problems contact us and we will reset your account.
I am unable to log into the Parking system because my password is not recognised. What should I do?
The system is case sensitive, check that you are entering capital letters where they appear in your password.
If this does not help you will have to reset your password by clicking on the ‘forgotten my password’ link.
I have been sent an email to reset my password however, the system is not accepting the password in the email. What should I do?
The system will not accept the password if you are copying and pasting the password from the email, you will need to type the password.
The system is also case sensitive, check that you are entering capital letters where required.
How to purchase a parking permit
You can find further information beneath the video
Before you start
You’ll need:
your personal email address
your vehicle registration number
a debit or credit card
You may also be asked to provide proof of residency and / or vehicle ownership if we can’t automatically confirm your residency and vehicle information.
These documents will need to be saved as a file on your computer to be able to upload them onto the parking system.
The video demonstrates buying a residents permit, the process is the same for buying an estate resident permit.
If you live in a Hackney estate parking zone you will need to apply for an estate e-permit.
I’m unable to apply for a parking permit as the system is saying I live in a car free development. What does this mean?
Car free developments are developments with no parking facilities for residents other than those provided for registered blue badge holders. If you live in a car free development you can’t buy a parking permit to park your vehicle.
There are other options available to residents of car-free properties that fall within parking zones. For example:
renting a private garage or off-street parking space
How to purchase and use visitor parking e-vouchers
You can find further information beneath the videos
Before you start
You’ll need:
your personal email address
your vehicle registration number
a debit or credit card
You may also be asked to provide proof of residency and / or vehicle ownership if we can’t automatically confirm your residency and vehicle information.
These documents will need to be saved as a file on your computer to be able to upload them onto the parking system.
Please note that the e-voucher option is not yet available for Hackney estates, we are hoping to be able to offer e-vouchers to our estate residents soon.
What is an e-voucher?
An e-voucher is a virtual visitor voucher so there is no need to display anything in your vehicle.
Our civil enforcement officers (parking wardens) can check if an e-voucher is valid using your vehicle registration mark.
Once bought e-vouchers are safely kept in an e-wallet in your parking account ready to use.
You can activate the e-voucher either by yourself or you can send the e-vouchers to your visitor for them to activate themselves.
You can use e-vouchers immediately or schedule to start at a later time or date.
E-vouchers are only valid for parking in the parking zone the resident lives in and can be used to park in resident bays, shared use bays or permit holder bays.
How can I check if I have ordered e-vouchers or paper scratchcard vouchers?
Log into your Hackney parking account if you have purchased scratchcard vouchers, the vouchers will be showing in a grey box on the first screen.
To check if you have e-vouchers, click on the ‘My e-vouchers’ tab near the top of the page, this takes you to your e-wallet.
If you have purchased e-vouchers you will be able to see your available e-vouchers in your ‘E-voucher wallet’ in the grey box at the top of the page.
Can I change e-vouchers to physical scratchcard vouchers?
You can apply for a refund for a full e-book of e-vouchers and place an order for a book of physical scratchcard vouchers.
We are unable to offer partial refunds so if any of the e-vouchers in an e-book have been used we are unable to refund.
I no longer wish to use an e-voucher, how can I cancel the session and return the e-voucher to my e-wallet?
To cancel an unused pre-booked session look in the ‘future booked e-voucher sessions’ box in your e-wallet. There you will see the details of your booked e-voucher session, click on the delete icon next to the e-voucher details.
After deleting the e-voucher it will be re-credited to your e-wallet and the e-voucher details in the ‘future booked e-voucher sessions’ will no longer show.
Once an e-voucher session has started you cannot cancel it.
I am moving to a different parking zone within Hackney, do I need to change my e-vouchers?
Yes, your e-vouchers will need changing to the parking zone you are moving to for the e-vouchers to be valid for your visitors to park.
To change the zone on your e-vouchers email the team with your full name, old address and new address at parking.permits@hackney.gov.uk
How to change vehicle details on your parking permit
Before you start
You may be asked to provide proof of vehicle ownership if we can’t automatically confirm your vehicle information.
We accept scanned copies and clear photographs.
Below is a list of documents we accept for proof of vehicle ownership:
second page of V5C (logbook) displaying the name and address of the applicant
V5C/2 (new keepers supplement) or a bill of purchase
hire / lease agreement: hire / lease documentation must show your name and address
copy of vehicle logbook or hire / lease agreement in the company name
LPG conversion certificate if you have converted your vehicle to run on LPG (Liquid Petroleum Gas) – you will have to have sent a copy of your conversion certificate to the DVLA for them to update their records
How to change address details on your parking permit
Before you start
If you are moving within Hackney, you can change your permit address on the Parking system.
There is no administration charge for changing the address on a parking permit.
An online address change request takes effect from the next working day (subject to approval).
You may be asked to provide proof of your address if we can’t automatically confirm your address.
We accept scanned copies and clear photographs.
Below is a list of documents we accept for proof of address:
driving licence
council tax statement
utility bill dated in last 3 months
signed tenancy agreement
bank statement (current or savings account) dated in last 3 months
solicitor’s letter confirming completion (new residents only)
legally drawn letter from landlord or estate agent
valid for the full life of the permit
rent book from council or housing trust
How to cancel your parking permit
You can find further information beneath the video.
Permit refund costs
permits cancelled before their start date will receive a full refund
cancellations made on or after your permit’s start date are refunded for each full calendar month remaining on the permit from the date we receive your cancellation request – minus a £21 refund administration charge
permits with less than 3 months remaining will not receive a refund
Further support
If you would like further support you can contact us either by telephone – 020 8356 8877 – or email: parking.permits@hackney.gov.uk