Frequently asked questions

Choose from the following FAQ topics:

UBook@UPark Frequently Asked Questions (FAQs)

If I book online via UBook@UPark which spaces are available to me to park?
You can park in any available casual parking space in the car park. The usual conditions of entry apply and you cannot park in reserved parking bays, or disabled parking bays (without the relevant permits). If you require further information on where to park, please refer to the Conditions of Entry.

My search did not return the expected online parking product – what can I do?
Please check your selected date and times and retry your search.

  • Please note that you cannot make a booking less than 30 minutes before the selected entry time at the car park.
  • Check the product details to confirm that the product you are trying to book is offered on the day and at the car park you selected. Further information on the parking options is available on:
  • the Ubook@UPark web page (https://prebook.upark.com.au)
  • the UPark home page (http://upark.com.au)
  • Try selecting an alternative time or car park to see if another option is available that meets your needs.

We try to provide as many parking options as possible via the online service, however, we cannot always offer all of our parking services as a pre-booked product.

Is there an extra booking fee to use the Ubook@UPark online service?
UPark does not charge an extra fee to recover the cost of processing your online booking.

How close to my entry time can I make a booking?
Bookings can be made up to 30 minutes prior to your selected entry time. Please note that the deadline to cancel or amend a booking is up to 1 hour prior to booked entry time.

How far ahead can I make a booking?
You can place an online booking up to 3 months ahead.

Can I cancel or amend my online booking?
Bookings can be cancelled up to 1 hour before the booked entry time for a full refund. Or you can amend your booking up to 1 hour before the booked entry time. You may not cancel or amend an online booking reservation after this time. To cancel or change your online booking reservation, you can login to your Account via the UBook@UPark website and use the ‘Manage my Booking’ function to cancel or change your booking. Please note that the booking amendment process will cancel your original booking and refund the parking charge. You can then enter and submit your revised booking request and payment.

Am I entitled to a refund if I do not use my booking?
For single entry/exit products you may cancel your booking up to 1 hour prior to the booked arrival time at the car park and receive a refund. For multiple entry/exit products e.g. Early Bird Mon - Fri you may only cancel your booking up to 1 hour prior to the first booked arrival time at the car park and receive a refund, once you have entered on the Monday you cannot cancel any of the following days. If you do not cancel your booking within this timeframe and do not use your booking for any reason, you will not be entitled to a refund.

My details have changed - how do I update my account information?
If your contact or other details change, you can update your account information via the UBook@UPark web page (https://prebook.upark.com.au). Login to your account using your username and password and make the changes.  If you have forgotten your password, a service is available on the page to assist you.

Can I make multiple bookings for the same day with the same credit card?
Your nominated credit card is used to identify and redeem your booking when you enter the car park. The UPark systems cannot recognise overlapping bookings in the same car park using the same entry credit card.  However, if the bookings do not overlap (entry and exit times of the first booking are prior to the entry time of the second booking), the car park entry system can manage the transactions. Please note that the online system may accept an overlapping booking in some instances, however, you may experience difficulty when attempting to enter the car park for the second booking with the same nominated entry credit card. You can book and pay by credit card and nominate a different credit card for entry to the car park. This may assist you to avoid any potential issues with overlapping bookings.

Who should I contact if there is a problem with my booking?
If you have a question about your booking, you can contact our Customer Service Team by phone on (08) 8203 7203 between 8.30 am – 5.30 pm Monday to Friday or email city@cityofadelaide.com.au. If you need assistance with your booking at the time of entry or exit at the car park, please press the help button "i" on the ticket machine to speak with our Control Room staff. Don’t forget that you can check, cancel or change your online booking reservation via the UBook@UPark website. Login to your Account and use the ‘Manage my Booking’ function for this purpose. Please note that you can only amend or cancel your booking up to 1 hour before the booked arrival time.

How do I enter the car park for my online booking?

Simply wave over the contactless reader or insert your nominated credit card into the manual reader on arrival at the car park (please do not take a car park ticket). The UPark car park system will recognise your booking and grant entry to the car park.

Important notes:

  • Please ensure that you enter the car park using the entry credit card that you nominated via your online booking. If you use a different credit card to that nominated, the online booking will not be recognised. Instead, you will be identified as a casual parker that is using our ‘ticketless parking’ option, where customers use their credit card to enter and pay. The standard parking rates for the car park will apply.
  • It is important that you enter the correct car park at the correct time to redeem your online booking in accordance with the terms and conditions. If you use your credit card to enter at a different car park or time to that booked, the online booking will not be recognised.
  • If you arrive slightly earlier than your booked entry time, the UPark 30 minute grace period means that you can still enter the car park to redeem your booking, so long as you have booked more than 1 hour before your booked entry. Generally, a grace period applies to UBook@UPark products with no additional charges in case you enter or exit the car park earlier or later than your booked times for any reason. The grace periods may vary depending on the product and car park you have booked and you should refer to your Booking Confirmation for details.
  • See also: “If I book online via Ubook@UPark which spaces are available to me to park?”

Am I allowed to enter and exit the car park multiple times within the period of my booking?
No. Your nominated entry credit card will permit a single entry and exit of the car park to redeem your booking on the relevant date. If you did exit the car park prior to the booked time, you will be deemed to have completed your booked reservation. If you then re-enter the car park (even if this is within the time of the original booking), your second entry will be recognised as a casual ticketless parking visit and you will be charged at the standard car park rates.

What happens if I stay longer than my booked exit time?
Generally, a grace period applies to UBook@UPark products with no additional charges in case you enter or exit the car park slightly earlier or later than your booked times for any reason. The grace periods may vary depending on the product and car park you have booked and you should refer to the link from product descriptions on UBook page.The standard grace period is 60 minutes from the booked exit time with no additional charges unless the exit time for the booking is midnight/the closing time of the car park for that day. If you stay longer than your booked exit time and exceed the relevant grace period you will be charged for the extra parking period at the standard casual rates for the car park. The additional fee is charged to your credit card when you exit the car park.

What happens if I enter the car park earlier than my booked arrival time?
Generally, a grace period applies to UBook@UPark products with no additional charges in case you enter or exit the car park slightly earlier or later than your booked times for any reason. However, the grace periods may vary depending on the product and car park you have booked and you should refer to the link from product descriptions on UBook page. If you arrive earlier than your booked arrival time:

  • Generally the grace period is 30 minutes before your booked entry time, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time. You can enter the car park within this grace period with no additional charges.
  • IMPORTANT: If you arrive earlier than the relevant grace period prior to your booked entry time and enter the car park using your nominated entry credit card, your online booking will be voided.
  • If so, on entering the car park using your nominated credit card, you will be identified as a casual parker that is using our ‘ticketless parking’ option, where customers use their credit card to enter and pay on exit. The standard parking rates for the car park will apply and the online booking will not be recognised.
  • Note: If you wish to use the UPark car park for casual parking on the same day as your later online booking, you can do so provided that you enter and exit for the casual parking stay prior to the entry time and the grace period of the subsequent online booking. The system will not void the online booking and you can return to redeem it at the booked arrival time.

I have arrived for my booking and forgot/lost my credit card?
To enter the car park to redeem your online booking, you will need the nominated entry credit card. If you enter the car park using a different credit card or if you take a ticket at entry, the standard parking rates for the car park will apply and the online booking will not be recognised. For assistance, press the help button “i” located on the bottom right hand side of the entry machine which directs you to the UPark Control Room. Please provide them with the details of your booking to help them assist. If you have been issued with a replacement card and it is more than 1 hour before your booking you can go to manage bookings and redo your booking with the new card details

I have arrived for my booking and my credit card would not work at the entry machine?
For assistance, press the help button “i” located on the bottom right hand side of the entry machine which directs you to the UPark Control Room. Please provide them with the details of your booking to help them assist.

I need to exit the car park but I have lost my credit card?
For assistance, press the help button “i” located on the bottom right hand side of the exit machine which directs you to the UPark Control Room. Please provide them with the details of your booking to help them assist.

I need to exit the car park but my credit card would not work at the exit machine?
For assistance, press the help button “i” located on the bottom right hand side of the exit machine which directs you to the UPark Control Room. Please provide them with the details of your booking to help them assist.

I have arrived for my booking and mistakenly taken a ticket instead of inserting my credit card?
It is important that you enter the car park using the entry credit card that you nominated via your online booking. If you take a ticket instead, the booking will not be recognised and you will be identified as a casual parker. Upon exit please press the help button “i” for assistance.

I have booked a product and realised I’ve entered the wrong car park?
It is important that you enter the correct car park at the correct time to redeem your online booking in accordance with the terms and conditions. If you enter a car park other than the one booked, your booking will not be recognised and you will be identified as a casual parker.

I have made an online booking via UBook@UPark but upon exiting the car park I have been charged standard fees? 
Check your time of exit. In the event that you have overstayed your booking, additional fees will be charged for the extra parking period at the standard casual rates for the car park. If you have not followed the correct process at the car park to redeem your booking, the UPark car park system may not recognise the booking and you will be identified as a casual parker.

 

Price Comparison Explained.
Please note that where there is a price comparison displayed the struck out price is the standard parking fee payable for the maximum period available for the product selected. If you book for a lesser period the strike through price may not reflect the standard parking fee payable for these times. Further information on the standard fees applicable for the car park and day of your choice can be found on the UPark website under Locations.

Grace Periods Explained.

 

General parking information

[Anchor] I lost my ticket.
Press the lost ticket button locacted at the bottom of the display screen, pay the lost ticket fee (daily maximum fee) and your new ticket will be issued from the pay station.

I parked in the one of the UParks, came back and found it closed as it was after their opening hours. How can I get my car out of the car park?
Contact us on 8203 7203 and someone from our security team will come open the exit for you. Please note that there will be a fee charged for this extra service.

I need a receipt for my parking fees but forgot to push the receipt button when exiting the car park.
Reinsert your ticket into the machine and it will print your receipt. If you have any problems push the help button "i" for assistance.

The fee on the pay machine seems to be incorrect?
Push cancel and enter your card again. If that does not work push the help button "i" for assistance.

Can I make part payments using cash then credit?
Yes, insert your ticket which then will display your parking fee. Pay the amount you want with cash, then press the cancel button - your ticket will be credited the amount you have just paid. reinsert your ticket and the remaining fee will be displayed, complete the transaction using your credit card.

My ticket won’t work when I put it in the pay machine.
First check you have returned to the correct car park. If the card is for the car park you are in push the help button "i" and the staff in Central Control room will assist you.

I have been overcharged and did not realise until it was too late.
Push the help button "i" and talk to the Central Control Room staff. If you have left the car park before you realise, call the Customer Centre on 8203 7203 and they will take your details for a follow up. Please keep receipts or note of the time you paid and the fee so we can investigate for you.

Can I prepay night fees?
Yes, night specials and other products available online at UPark on Rundle St and Topham Mall. For details see UBook@UPark.

Is Reserved Parking really good value?
Reserved parking is really good value for anyone who needs to come and go during the day, you know you can get back into the car park at any time and your bay will be free. If you work unusual hours reserved parking gives you 24/7 access so you have no worries about getting back before it closes or waiting for it to open. UPark has 6 car parks that provide reserved parking, do your sums and see if it will suit you.

My Accessibility pass is not working.
The accessibility pass will not work if your permit has expired or if you have used it more than 52 times in the year or it’s damaged or faulty. Push the help button "i" for assistance and follow up with a call to the Customer Centre on 8203 7203 to see what the problem could be.

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Grace Periods

AFL Saver $99 Parking at Topham Mall

Grace Period Entery 30 minutes before the entry time on your Booking Confirmation
Grace Period Exit 1 hour after your exit time on your Booking Confirmation or car park close.
Footy Match Day Guarantee at Topham Mall
Grace Period Entry Thurs & Fri 30 minutes before your booking time, although no grace period will apply if you complete your booking less than 1 hour before booked entry time  & there is no late entry cut off. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit Thu & Fri 120 minutes after your booking or midnight Thurs or 2.00 am Sat whichever comes first Note: Exit after the grace period or midnight will incur additional casual fees
Thu & Fri Book entry from 5:00pm Book exit up to 11:59pm to stay till 2 am Sat
Grace Period Entry Sat & Sun 30 minutes before your booking or 6:00am whichever comes first, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time. There is no late entry cut off. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit Sat & Sun 120 minutes after your booking or car park close whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Sat & Sun Book entry from 6:00am 

Book exit up to 11:59pm Sat to stay till 2.00 am Sun

                                                                               Extended Early Bird Topham

Grace Period Entry

30 minutes before your booking or 6.00 am whichever comes first and 30 minutes after your booking, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or car park close whichever comes first. Note: Exit after the grace period or car park close will incur additional casual fees.
Mon - Fri Book between 6.00 am & 9.30 am Book exit up to  11.59 pm.

                                                                                  Extended Earlybird UPark on Rundle Street

Grace Period Entry 30 minutes before your booking or 6.00 am whichever comes first, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time and 30 minutes after your booking. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or car park close whichever comes first. Note: Exit after the grace period or car park close will incur additional casual fees.
Mon - Sat Book between 6.30 am & 9.30 am Book exit up to  11.59 pm.

 

Extended Nights UPark on Rundle Street

Grace Period Entry 30 minutes before your booking entry time, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time & there is no late entry cut off. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
 Mon - Sat Book entry from 2:30pm Book exit up to 11:59pm

 

 

Weekend Overnight Parking UPark on Rundle Street
Grace Period Entry 30 minutes before your booking time, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time & there is no late entry cut off.. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking. Note: Exit after the grace period will incur additional casual fees.
Fri Book entry from 4:30pm Book exit up to 10:00am Sat
Sat Book entry from 2:30pm Book exit up to 10:00am Sun

 

 

Sunday Flat Rate UPark on Rundle Street
Grace Period Entry 30 mins prior to your booking time, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time or midnight whichever comes first. There is no late entry cut off. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Sun Book entry from 00:01am Book exit up to 11:59pm

 

 

Early Bird UPark on Rundle Street
Grace Period Entry 30 minutes before your booking or 6:30am whichever comes first, the grace period will not apply if you complete your booking less than 1 hour before the booking entry timeand 30 minutes after your booking. Note: Entry prior to or later than the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Mon – Sat Book entry between 6:30am & 9:30am Book exit up to 7.00pm

 

 

Night Rate UPark on Rundle Street
Grace Period Entry 30 minutes before your  booked entry time, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time & there is no late entry cut off. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Mon – Thu & Sat Book entry from 6:00pm Book exit up to 11:59pm
Fri Book entry from 9:30pm Book exit up to 11:59pm
 
Daily Rate UPark on Rundle Street
Grace Period Entry 30 minutes before your booking or 6:30am Mon – Sat , the grace period will not apply if you complete your booking less than 1 hour before the booking entry timewhichever comes first Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Mon – Sat Book entry from 6:30am Book exit up to 11:59pm

 

 

Extended Nights UPark at Topham Mall
Grace Period Entry 30 minutes before your booked entry time, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time & no late entry applies. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight Mon – Thu or 2.00 am Sat whichever comes first Note: Exit after the grace period or midnight will incur additional casual fees.
Mon – Thu Book entry from 4:00pm Book exit up to 11:59pm
Fri Book entry from 4:00pm Book exit up to 11.59pm to stay till 2 am Sat

 

 

Weekend Overnight Parking UPark at Topham Mall
Grace Period Entry 30 minutes before your booked entry time, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time & there is  no late entry cut off. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 3 hours after your booking or car park close which ever comes first. Note: Exit after the grace period or midnight Sun will incur additional casual fees.
Fri Book entry from 5:00pm Book exit up to 11:30pm Sat
Sat Book entry from 6:00am Book exit up to 11:30pm Sun

 

 

Early Bird Parking UPark at Topham Mall
Grace Period Entry 30 minutes before your booked entry time or 6:00am whichever comes first, the grace period will not apply if you complete your booking less than 1 hour before the booking entry timeand 30 minutes after your booking. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or 7.00pm will incur additional casual / night fees.
Mon – Fri Book between 6:00am & 9:30am Book exit up to 7.00 pm

 

 

Daily Rate UPark at UPark Topham Mall
Grace Period Entry 30 minutes before your booked entry time or 6:30am Mon – Sat whichever comes first, the grace period will not apply if you complete your booking less than 1 hour before the booking entry time Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Mon - Fri Book entry from 6:00am Book exit up to 11:59pm

 

 

Weekend Flat Rate Upark at Topham Mall
Grace Period Entry 30 minutes before your booked entry time or 6:00am whichever comes first. the grace period will not apply if you complete your booking less than 1 hour before the booking entry time There is no late entry cut off. Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or car park close whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Sat Book entry from 6:00am Book exit up to 11.59 pm to saty till 2:00am Sun
Sun Book entry from 6:00am Book exit up to 11:59pm

 

 

Night Rate UPark at Topham Mall
Grace Period Entry 30 minutes before your booking and there is no late entry the grace period will not apply if you complete your booking less than 1 hour before the booking entry time Note: Entry prior to the grace period will void your booking & casual fees will apply.
Grace Period Exit 60 minutes after your booking or midnight whichever comes first. Note: Exit after the grace period or midnight will incur additional casual fees.
Mon - Fri Book entry from 6:00pm Book exit up to 11:59pm

 

 

 

 

 

 

 

 

 

 

 

 

 

AFL Season Parking Passes

AFL Saver Season Parking $77

Can I just book for the games I want?
No this product is for the 11 match 2016 seaon for your nominated team, for individual games you can book the Footy Guarantee.

Can I use my card that is about to expire to book?
Yes because once payment is made the system will only be looking for the numbers on your card not validating with the bank.

What happens if I lose my card?
You will need to notify the UPark Team by calling 82037203 and arrangements will be made for your entry and exit for the remainder of the season.

What happens if my card gets cancelled?
If you still have the card in your possession you can stil use it to enter and exit as the system will only be looking for the numbers of your card not validating it with the bank. Otherwise contact the UPark Team by calling 82037203 to make arrangements for your entry and exit for the remainder of the season.

Can I enter more that once on the day?
No the product only allows one entry per game day up to 2.5 hours before the game starts. If you enter before that the system will not recognise your booking and will charge you casual fees.

Do I get my own parking space to park in?
No you get a space guaranteed in the car park for you but you park in a casual parking space.

Can anyone use my parking?
If you provide them with the nominated credit card nominated while booking you may let others use your parking.

Can I cancel my booking?
Bookings may be cancelled before the first listed match as per UBook@UPark terms and conditions.

AFL Flexi Season Parking $99

Do I get my own parking space to park in?
No you get a space guaranteed in the car park for you but you park in a casual parking space.

Can anyone use my access card?
Yes anyone may use your access card.

Can I enter more than once a day?
Yes you may enter anytime during car park hours on any of the match days for your team.

Can I cancel my card?
The passes cannot be cancelled however anyone can use it during the season.