FAQ

Help with Current Parking Sessions

1. I created a booking with the wrong vehicle, how do I amend It ?

You cannot amend the vehicle after the booking has been confirmed.You will need to create a new booking for the correct vehicle as soon as possible.You should then request a refund for the incorrect vehicle.To request a refund please use the form below or login to your Account at my.gomobon.com and select “Contact Us”.

2. I created a booking using the wrong location code, how do I change It ?

You cannot change your location code after the booking has been confirmed.You will need to create a new booking for the correct location as soon as possible.You should then request a refund for the incorrect location.To request a refund please use the form below or login to your Account at my.gomobon.com and select “Contact Us”.

3. I am not getting text message confirmations to confirm the booking ?

If we haven’t replied to you, we may a) never have received your initial booking or b) have received it and replied but the mobile network is delaying the reply, or c) check that your payment card details are up-to-date. If you have an active booking, it will show in your Account which you can view online or in the App.

4. How do I check if I have made a booking and have an active parking session ?

You need to login to the App or login to your Account at my.gomobon.com to find out your recent parking session has been successfully created or not.

My Account

1. How do I login to my Account ?

If you already have Account, you will have supplied a mobile number or email address on sign – up.Enter either your mobile number or email address and password to login.

2. How do I change my Account Details ?

To change your Account details, you need to login to your Account at my.gomobon.com and you can change / update the details in your Account.

3. I have forgotten my password; how do I retrieve it ?

Use the forgotten password link on the App or website and enter your mobile number or email address.You will be sent a link to reset your password.

4. How do I obtain a receipt for my booking ?

To obtain a receipt for your bookings, you must ensure your Account contains an email address.This will ensure you receive a receipt by email for every booking made.You can also obtain a receipt by logging into your Account at my.gomobon.com where you will be able to view your transaction and obtain receipts just by clicking on the “Action” button.

5. How do I add another phone number to my Account ?

The mobile phone you registered with is your User ID and therefore cannot be duplicated or linked to another phone number.However, you can create other Account under different mobile phone number and use the same payment card and associated vehicles on multiple accounts.

6. How do I delete my Account ?

Under the provisions of GDPR you have the right to delete your Account and all the information we hold about you.To delete your Account, please send us a request using the form below or login to your Account at my.gomobon.com and by selecting the “Delete Account” button.

6. How do I delete my Account ?

General FAQs

1. What information does Mobon hold about me ?

Under the provisions of GDPR you have the right to see what information we hold about you and gives you more control over how your data is stored and used.If you wish to see this, please send us a request using the form below or login to your Account at my.gomobon.com and by selecting the “Information Request” button.

2. How do I request a refund ?

To request a refund, use the form below or login to your Account at my.gomobon.com and select “Contact Us”.Our Customer Service team will then review your request and determine whether a refund is due.

3. Do I need an Internet Connection to use this application ?

Yes, to sign – up, login or manage bookings, you require an internet connection via Wi – Fi or 3G / 4G.

4. Why is £1 taken out from my bank account ?

The £1 is a pre – authorisation check and will remain pending in your bank account and the money will NOT be deducted.We do this(only) to check that your payment card is valid.

5. Why is £1 taken out from my bank account multiple times ?

The £1 is a pre – authorisation check and takes place each time you attempt to register a payment card.Money will NOT be deducted, and the transaction will remain pending with your bank.

6. The car park payment machine is not working ?

We do not maintain the on – site payment machines.All machine faults should be reported directly to the parking operator who manages the car park using the contacts details shown on signs in the car park.

7. I have received a parking fine.How can I make an appeal ?

We do not manage parking fines or appeals.Normally, your parking fine will contain details of how to appeal and you must follow that process.

8. How can I pay in advance for my parking ?

We offer Pre – Book at selected locations, if the car park operator allows it.Please check at the location where you wish to Pre – Book.

9. Can I make a parking booking from a landline ?

You can call us to purchase parking from a landline(or another mobile phone) but the system will NOT recognise you and we will not be able to confirm your booking by SMS.You will need to login into your Account to check if your parking session is confirmed.

10. What number should I call to park my vehicle ?

To make a booking using our automated telephone service, call 01702 680280. This telephone number can be used for all locations. Once the booking is created you will receive a confirmation message via SMS and a receipt will be added to your Account.Please note if the you are using the telephone service for the first time, your Account will be registered BUT you need to call back immediately on the same number to make the first booking.

11. How do I register and / or add vehicles using SMS ?

When you add your first vehicle you also create an Account at the same time.

To do this; text REG [vehicle registration] to 60006

For example: REG MY65CAR (send it to 60006)

This will create an Account with your mobile number.
It will add the vehicle to your Account and will automatically detect the make, model and colour.
We will send you a confirmation SMS and instructions for how to make a booking.
You will need to add a payment card before you can make a booking.
If you already have an Account (on this mobile number), this feature can also be used for adding new vehicles to your Account.

12. How do I make a booking using SMS ?

When you register your first vehicle, this does not make your first booking.
There must also be a payment card in your Account before you can book. After you have added a payment card you can start booking.

To do this; text PARK [location code] [duration] to 60006

For example: PARK 10001 3 hours (send it to 60006)

This will make a booking to start now at location 10001 for 3 hours. The vehicle will be your default /primary vehicle.

Please note: Before you can do this, you first must create an Account and need to add a payment card.

13. How do I add a payment card to my Account ?

To add a payment card, you will need to use the App or logon to my.gomobon.com.

13. How do I add a payment card to my Account ?

To add a payment card, you will need to use the App or logon to my.gomobon.com.

14. How do I make a booking using SMS for a certain vehicle ?

Once you have an Account with a payment card you can book by SMS even for vehicles that are not yet registered.

To do this; text PARK [location code] [duration] [vehicle registration] to 60006

For example: PARK 10001 2 Hours MY65CAR (send it to 60006)

This will make a booking to start now at location 10001 for 2 hours for the vehicle MY65CAR, even if it is not already in account.
If the vehicle is new, it will add the vehicle to your Account and will automatically detect the make, model and colour.
You will receive an SMS containing all the booking details and a dedicated link to a visual view as shown.No app or login required to view this.
Please note: You must already have a payment card on your Account before you can make a booking in this way.

15. Who or what is Mobon ?

Mobon is the name of the cashless parking platform.We also have an App called Mobon but also sometimes we provide a branded App which will use the name of a location, Council or Car park operator but these will still use the underlying Mobon Platform.

16. Who or what is Sagoss ?

Sagoss is a limited company and is the holding company that ultimately owns Mobon.

17. Who or what is Yondu ?

Yondu is a subsidiary of Sagoss and created Mobon.

18. Who are the advertisers presented in the Mobon app banners on some screens ?

Adverts presented in the app are controlled by our marketing partner Google. If you follow a link to any of these websites, please note that these websites have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites. To view our Terms and Privacy policy then please visit https://my.gomobon.com/Footer/ServiceTerms

SMS Texts and Notifications

1. Are SMS text messages optional?

Yes. SMS text messages are completely optional.*
You can choose whether you want to receive SMS text messages from Mobon and can switch them on or off through your account settings.You do not need to receive SMS texts to use Mobon or pay for parking.

2. Can I switch SMS parking reminders on or off?

Yes. You are in control of your SMS preferences.*
Log into your Mobon account and go to your Settings / SMS preferences to switch SMS reminders on or off.
If switched on, Mobon can send you a reminder before your parking session expires.

3. Can I switch SMS booking confirmations on or off?

Yes. SMS notifications are optional and can be managed through your Mobon account.*
You can still check your booking and active parking session in the Mobon app or online without receiving an SMS.

4. Will I be charged for SMS messages?

If you choose to use optional SMS services, any applicable Mobon SMS charge should be clearly shown as part of the service or transaction. Your mobile network may also charge you for sending SMS messages depending on your mobile plan.

5. Do I need SMS reminders to use Mobon?

No. SMS is not required to use Mobon.
You can use the Mobon app or online account to check your active parking session and its expiry time.
SMS reminders are an optional convenience for customers who choose to switch them on.

6. If I switch SMS messages off, will my parking still be valid?

Yes. Switching optional SMS notifications off does not affect a successfully confirmed parking booking.
You should check the Mobon app or your online account to confirm your parking session and expiry time.

7. What happens if an SMS is delayed or doesn’t arrive?

SMS delivery can occasionally be affected by mobile networks. You should therefore not rely solely on an SMS reminder or confirmation to determine whether you have a valid parking session.
You can check your active parking session at any time using the Mobon app or your online account.

*Please note some locations may have compulsory SMS charges – please check tariff board for details

Contact Us

1. How do I find out more about the App ?

You can make a general enquiry by using the form below or login to your Account at my.gomobon.com and by selecting Contact Us.

2. How can I contact you for assistance ?

If you are unable to find the answer to your question here, please go online and login to your Account at my.gomobon.com.Please fill in all your details to Contact Us and in that way, we can help you more easily.

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