Request a refund when you believe a resident was charged in error. How you request it depends on the type of charge.

Before you start

• Check that the charge qualifies. See Refund policy.

• Find the transaction in the resident's Payment History or in the relevant report. Note the resident's name, the date, the amount, and the transaction ID.

Steps

For a citation, boot, or tow

1. The resident files a dispute from their account.

2. Review the dispute in the dispute report and approve or deny it. See Responding to a citation dispute.

If you approve it, the charge is refunded automatically.

For a permit, guest pass, or other charge

1. Email support@parkingpass.com. The resident or the property manager can send it.

2. Include the resident's name, the transaction date and amount, and why you're requesting a refund.

3. For a duplicate charge, include both transaction IDs.

If you suspect a software error

1. Email support@parkingpass.com with the resident's name, the transaction date, and the amount.

2. Describe what you saw and why you think a software problem caused the charge.

What happens next

ParkingPass Support investigates and replies with a decision. If a refund is approved, it goes back to the original payment method, usually within 5 to 10 business days. The resident gets a confirmation email, and the refund appears in their Payment History.

Important notes

• Property managers can't issue refunds directly from the dashboard.

• Approval isn't guaranteed. Support decides based on the Refund policy.

Troubleshooting

• If a payment failed but the permit still shows as active, it's usually a display issue, not a refund case. Email support@parkingpass.com so they can reconcile it. See A resident's permit payment failed.