Booked your parking and have a question?
This guide is here to help. Whether you need to find your booking, learn how to cancel or extend a session, update your vehicle, or fix a problem, you’ll find answers below.
Jump to:
How to View and Access Your Booking
How to Change or Cancel your Booking
How to Extend Your Parking Session
How to Access Your Parking Pass or QR Code
How to Manage your Vehicle and Payment Information
Troubleshooting Common Booking Issues
How to View and Access Your Booking
Once you’ve made a reservation through the Indigo Neo app or website, you can view it anytime. Open the website or app and sign in.
- On the website, go to My Bookings or My Purchases
- On the app, go to My Activity, then Active or History
- Review your current, upcoming, and past reservations
Here you’ll find:
- Location and address
- Start/end time
- Price details
- Confirmation and digital parking pass
You can access this information anytime, which is especially helpful if your plans change or you need confirmation on the go.
When you make a booking, you’ll also receive an email confirmation with all the details.
Changing or Cancelling a Booking
Can bookings be edited?
Website Bookings:
If you’ve booked your parking in advance and your session hasn’t started yet, you can make changes to your booking. This includes updating your license plate, cancelling the booking, or adjusting the start and/or end time (at eligible locations).
Once the transaction has already started, you can no longer make any changes to the booking online, except changing your plate (at eligible locations).
App Bookings:
In the app, you can update your license plate or cancel your booking as long as your session hasn’t started. Start and end times cannot be changed.
How to cancel a booking
You can cancel either through the app or the website.
Most bookings can be cancelled up to 30 minutes before the start time (most transactions are eligible for a full refund; fees may apply at some locations).
If you cancel after that window or once the booking has started, refunds may not apply.
Refunds are issued to the original payment method and may take a few business days to appear, depending on your bank.
Special Booking Scenarios
Arriving early or leaving late
You can arrive up to one hour before your booking starts and stay after the end of your initially booked duration without problems. But kindly note that the time before or after the period booked will be charged at the current public rate of the car park and will be added to your original bill.
Using a different vehicle
Your booking is tied to the license plate entered at checkout.
If you need to park a different vehicle:
- At eligible locations, you can change your plate before or after the transaction has already started by logging into the app or web and editing the plate.
- If you are unable to edit a plate, cancel the booking and rebook it with the correct plate.
- And if you can’t edit the plate or cancel the booking, please rebook with the correct plate and contact guest services to submit a refund request for the original transaction.
Extending Your Parking Session
If you find you need more time at your lot, where applicable, you can simply extend your parking session or purchase another transaction to continue it.
Notifications and Alerts
Enabling notifications helps you stay on top of your booking. To do this:
- Log in to your Indigo Neo App
- Go to “My Account”, then click on “Preferences.”
- Toggle the “receive notifications” button to On
We recommend turning on alerts for:
- Booking start and reminders
- Cancellation confirmations
These notifications can prevent overstay charges and missed bookings.
Accessing your parking pass or QR code
Some gated or controlled-access locations use a digital parking pass or QR code. You’ll find your QR code on the app, in the bottom menu under ‘My QR Code. It will also be emailed to you.
Keep it handy for entry or exit if required.
Managing Multiple Vehicles and Payment Methods
Managing vehicles
In your account settings, you can:
- Add new vehicles
- Remove old ones
- Set a default vehicle
Tip: Double-check which vehicle is selected before booking, especially if you share an account or own multiple cars.
Updating payment information
You can also update:
- Credit or debit cards
- Billing details
Keeping payment info current ensures bookings go smoothly and refunds are processed without delays.
Troubleshooting Common Booking Issues
Booking doesn’t appear after purchase
- Refresh the app or log out and back in
- Check your email for a confirmation message
- Confirm you’re logged into the correct account
Card charged, but no confirmation
This can happen if a session didn’t fully complete. Contact Indigo Neo support with:
- Transaction date
- Amount charged
- Email used for booking
Gate doesn’t recognize your booking
Entry and exit are by QR code from the parking pass that was emailed to you, so if the gate isn’t opening;
- Make your screen brighter.
- Move your phone around on the scanner so that it can be read.
If this fails, please take a ticket and pay for your parking. Keep proof of purchase and submit a request for a refund of your unused booking.
How to contact Indigo Neo support
You can reach the support team through:
- The Help section in the app
- On-site signage at the parking location
- The Indigo Neo website contact page
Support can help resolve booking, access, or payment issues quickly.
Want a full rundown on how Indigo Neo works? Check out our guide here.
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