Here you will find all the answers to the most frequently asked questions. Click in the navigation on the topic you have a question about.
Mobility Hub Parkservice GmbH, your partner for barrier-free parking! We are a Munich-based company specializing in digital parking management and digital parking space management. We use our technology to optimize parking spaces, multi-storey parking lots and underground car parks. We analyze parking space utilization and detect actual parking violations, among other things. The parking area is operated using state-of-the-art license plate recognition. No barriers, parking tickets, parking disks or control personnel - 100% customer-friendly
A parking space usage contract is concluded between the driver of the vehicle and Mobility Hub Parkservice GmbH when the vehicle enters the parking space managed by us. We are typically commissioned by the owner or leaseholder of the space.
When driving in and out, the vehicle's license plate is scanned in compliance with the GDPR and a time stamp is recorded. The difference represents the parking time. The legal data protection requirements are complied with at all times. If the maximum parking time is exceeded, the vehicle owner data can be requested from the Federal Motor Transport Authority in order to initiate a follow-up of the violation.
The parking areas with digital license plate recognition are clearly marked and many signs indicate the license plate recognition. These are located at the entrance and exit as well as in the parking area. The general terms of use and information on data protection can be found on the signs.
Yes, license plate recognition also works in the dark, as the cameras are equipped with infrared light.
Yes, vehicles with foreign license plates are also recognized by the system. This must also be selected at the pay station.
No, no permanent video recordings are made. Only the license plates are recorded. The detection range of the cameras is also focused exclusively on the license plate area of the vehicle. Persons are not recorded.
The data is stored and processed in Germany.
The data collected includes:
- Image of the recorded license plate number
- Recording of entry and exit times
- Transaction data including license plate number, date and time at ticket machines or parking apps
The data is stored and processed in Germany. The data collected contains personal information. It is ensured that all applicable data protection laws are complied with.
If you would like to receive a receipt for your parking transaction afterwards, please get in touch with us using the contact form. For future parking transactions in areas equipped with our system, you can receive a receipt after paying at the machine.
We do not store long-term parking permits ourselves. Therefore, please contact the responsible parking area administration.
In principle, parking fees must be paid for all vehicles. In some parking areas, different parking fees apply for motorcycles, mopeds, etc. compared to cars.
You are welcome to contact us via the Parker portal. Before you use this, we kindly ask you to read our FAQs. You may already find the answer to your query here.
Please contact us using the contact form and let us know your name, e-mail address and telephone number, and the parking space where you parked. Sometimes it happens that other parkers find a lost ticket in the parking area, for example. We will then contact you personally.
Has your request not been clarified by the above topics? Then please contact us via our contact form and we will get back to you as soon as possible with a response. Please log in to the Parker portal for inquiries about payment requests.
Mobility Hub Parkservice GmbH ensures that parking spaces are only used for the purpose for which they were made available by the owners. With the help of our scanner-based license plate recognition, we ensure that parking space users adhere to the clearly signposted General Terms and Conditions of Use. As soon as a user violates these rules, for example by exceeding the maximum parking time or not paying for the entire parking time, we determine the vehicle owner's details and send a corresponding payment request. If you have received a request for payment from Mobility Hub Parkservice GmbH, you have violated the terms of contract and parking conditions displayed in a parking area managed by us.
By entering a parking space managed by us, you accept the General Terms and Conditions of Use, which are clearly displayed. In the event of a breach of the contractual and parking conditions, we are entitled to send you a request for payment in the amount shown. If you do not comply with this request for payment, we reserve the right to take civil action.
No, you must make a separate transfer per file number, i.e. per payment request. Otherwise, your payment cannot be assigned uniquely and will be rejected by the system. The payment deadline will continue to run accordingly.
In this case, please contact our customer service, stating the license plate number and the address of the parking space where the parking violation occurred. Please use our contact form for this purpose.
It is possible that the sending of our letter has overlapped with your receipt of payment or that the reason for payment has been entered incorrectly. Please check your account for a possible return transfer on our part or send us proof of your payment via the contact form, which must contain the following details: File number and reference number - Name and IBAN of the account holder - Intended use - IBAN of the recipient.
Our parking management is based on a digital recording of the license plate number at entry and exit.
You can log in to our self-service portal with the file number of the payment request and your license plate number and view the images of your license plate when entering and exiting.
No, currently we do not offer payment by installments.
Please fill in the contact form and we will look at your case in detail. We may be able to approve an extension of the payment deadline.
Our license plate recognition works digitally. The license plate is automatically recognized, recorded and time-stamped upon entry and exit. The parking time is not checked by an inspector in the parking area. For this reason, it is not possible to record the parking time by reading the parking time on the parking disk.
The owner of the parking space has commissioned us with digital parking space management and digital parking space management. For this reason, we are entitled to send you the payment request, as a violation of the general terms of use has occurred. The police can only punish parking violations in public spaces and issue parking tickets. In private areas, this is the responsibility of the owner or a company acting on behalf of the owner. This also includes the retrieval of owner data from the Federal Motor Transport Authority. Mobility Hub Parkservice GmbH specializes in the digital handling of parking space management and parking space management for private parking space owners.
It is not possible to pay the parking fee afterwards. We would therefore ask you to pay your parking fee at the pay machine before leaving the parking area.
In the case of newly installed spaces, it is possible that the activation for parkers has not yet been carried out. We therefore ask you to contact us using the contact form.
The license plate number is entered at the machine in two steps: first you enter the license plate number, then you confirm the entered license plate number before the payment process. This second step serves to check that the license plate number has been entered correctly. We understand that you can enter your license plate number incorrectly and that mistakes like this happen. You have received the payment request because we were unable to assign a parking transaction with this license plate number due to the incorrect license plate number entry or the payment was assigned to a license plate number that does not correspond to yours. In general, violations of the General Terms and Conditions of Use in this parking area will be punished with a contractual penalty. The request for payment is therefore justified in this case. We would nevertheless ask you to contact us via the contact form to evaluate your case personally.
In rare cases, the owner data may not be transmitted correctly. We apologize for the inconvenience! Please send us your correct data via the contact form. We will then send you a corrected version of the letter including a deferred payment date in the next few days.
There are two reasons why you have received another payment request for a parking violation that you have paid:
1.) The reference number on the bank transfer does not match the reference number on the payment request. Our file numbers consist of letters only.
2.) The amount transferred does not match the amount shown on the payment request.
Please check both the file number and the amount on the transfer. If both exactly match the reference number and the amount on the payment request, please contact us using the contact form with a printout of the transfer. If the file number and amount do not match, please also contact us using the contact form. We will then deal with your case personally.
Upon forfeiture of the parking fee, a contract road is due in accordance with the posted terms of use and the notices on the tariff signs. The legal basis for charging the contractual penalty is the implied contract concluded when the area is actually driven on and used. If you were not the driver of the vehicle at the specified time, we may ask you to inform us of the driver of the vehicle or the group of possible drivers (see BGH ruling of 18.12.2019, ref. XII ZR 13/19). It should be possible to name the group of persons, especially in the case of a vehicle used for business purposes, as described by you. Please note that, as the owner of the vehicle, you are generally liable as the party responsible for the disruption caused by your vehicle and we reserve the right to claim injunctive relief against you accordingly (see Section 858 (1) BGB; BGH, 18.12.2015 - V ZR 160/14).
We would like to point out that, contrary to your statement, there is appropriate signage on display which is clearly visible. In addition, there are further signs in the areas of the footpaths as well as in the area of the automatic pay station and the exit, which clearly indicate the obligation to pay. There is therefore no reversal of the burden of proof to our detriment. We would ask you to provide appropriate evidence for your assertion.
Since the claim asserted against us is justified, it cannot be assumed that you have made an unjustified claim.
In the event of violations of the General Terms and Conditions of Use, all personal data of the vehicle owner and the driver of the vehicle relevant for the legal prosecution of the violation, in particular the recovery of a forfeited contractual penalty and/or the assertion of ownership and property protection rights ("tracking") will also be processed. Owner-related data (in particular name and address) is requested from the Federal Motor Transport Authority or foreign information offices by forwarding the license plate number ("owner query"). Driver data may be requested via the identified vehicle owner and also passed on to third parties (e.g. lawyers) for the aforementioned purposes.
Unfortunately, our system cannot record documents deposited in the windshield. Please note: Unfortunately, a (severely) disabled person's ID card does not automatically exempt you from the parking fee in private parking areas. The rules apply, which can be found on the signs/instructions on site. It is possible to unlock your license plate in some parking lots. Please follow the instructions on the signage.
So that we can check your request for possible goodwill, we need concrete proof of your breakdown. This proof must include the location, date and exact time. Please send us your proof via the contact form. If you do not have any proof, we will unfortunately not be able to carry out a goodwill check. In this case, we will ask you to pay the contractual penalty due.
So that we can check your request for possible goodwill, we need concrete proof of your breakdown. This proof must include the location, date and exact time. Please send us your proof via the contact form. If you do not have any proof, we will unfortunately not be able to carry out a goodwill check. In this case, we will ask you to pay the contractual penalty due.
Yes, data collection is strictly within the purpose and justification reasons on private land according to the GDPR. The information on data protection is clearly visible to you at the access points before you enter the area. The recordings of the license plate number are used to determine the parking time as well as the settlement of the parking fee due.
In the event of a violation of the applicable contractual and parking conditions in a parking area managed by us, we are entitled to contact the owner of the vehicle in question at the Federal Motor Transport Authority. We expressly refer to this procedure in our letter.
Once you have settled the payment request, your data will be put into the automated deletion routine. Please note that for accounting reasons we are required to retain transaction evidence in accordance with our legal obligations. Regarding the retention of evidence, the retention runs until the expiration of our accountability obligations.
The technology we use is not video surveillance, but merely license plate recognition based on video technology. Only still images of incoming and outgoing license plates are displayed and collected, processed and stored in accordance with applicable data protection law.
Self Service Portal
We regret that you have encountered an error message when using the Self Service Portal. In order to analyze the error message in more detail and enable you to log in, please let us know which browser you used and whether you are accessing the self-service via mobile or PC. Please also send us a screenshot of the error message. Please use the contact form to get in touch with us.
Before contacting us, please try the login again. Before doing so, delete cookies and the browser history and clear the cache. We recommend using the latest version of the Google Chrome browser.
We are very sorry that you were unable to make a payment at the machine due to technical difficulties. Please get in touch with us using the contact form and we will check your case personally.
We have set up the option of reporting faults on all automatic checkout machines. This information is received by our Tech Operations team in real time, so that we can immediately check via remote maintenance measures whether a response is required in the event of a corresponding message. The button is deliberately kept in a plain color so that it is only triggered in the event of a specific fault.
Similarly, a fault button is also displayed on the screen if a customer has selected a payment method (coin or card) during the payment process at the checkout machine and no further interaction takes place within 20 seconds (e.g. no coin insertion).
In rare cases, the camera may not record an entry or exit or may record it incorrectly and therefore no time is displayed when you pay at the machine. You will then be asked to enter your license plate number and approximate parking time at the machine. This is called 'Honest Payement'.
Our specialist department has examined your case in detail and we can inform you that we will refund the amount you have paid. In this case, please send us your complete bank details using the contact form. Include your name, license plate number and bank details. We will clarify your case as quickly as possible and transfer back the difference between the parking fee you actually incurred and the amount you paid.
