First of all, please check the access method for your Zenpark parking. You can find this information in the confirmation email you received or on the parking page available on our website or the Zenpark mobile app.
If, despite all the information in your booking/subscription confirmation email, you still cannot enter or exit the parking, don’t panic, follow this guide :
If you are entering by vehicle
If the vehicle gate does not open despite using the access methods available to you, please wait a few moments. Another resident or customer (especially in hotel parkings) may pass and can open the gate for you.
If no one appears at the gate, please contact our Customer Service.
If you are trying to enter outside of Customer Service hours, please park elsewhere temporarily and report the incident to our Customer Service. We will get back to you as soon as possible.
If you encounter access issues at a SAEMES parking :
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First, carefully review your booking/subscription confirmation email and familiarize yourself with the pedestrian and/or vehicle access routes.
As a reminder :
For parkings without Zenpark technology: access is via your badge, the parking receptionist, or by taking a ticket.
For parkings with Zenpark technology: access is via Zenpass, the Zenpark mobile app, a personal code on the keypad, or a QR code.
If none of the instructions in your confirmation email resolve your issue :
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Please contact our Customer Service first using our contact form.
If you are exiting by vehicle
If the vehicle gate of your parking does not open, despite using the access methods available to you, please wait a few moments. Another resident or customer (especially in hotel parkings) may pass by and open the gate to allow you to exit with your vehicle.
If no one appears at the vehicle gate, please contact our Customer Service. They will attempt to open the gate remotely.
If you are trying to exit your parking outside of Customer Service hours, please carefully check for the presence of an emergency vehicle gate opening, as shown in the example below:
Most of our parkings are equipped with an emergency opening, only for vehicle exits, as illustrated above. This emergency procedure is usually described with a simple diagram. Other emergency opening mechanisms, such as a large red button or a crank, may also be present in your parking to trigger the gate opening.
Please note that manual opening is strictly prohibited in SAEMES parkings without prior authorization from a SAEMES or Zenpark representative (failure to comply may result in legal action).
If you are unable to open the vehicle gate, with or without emergency opening, we advise you to return to your vehicle, collect your belongings, and leave for home and/or work by other means.
We invite you to report this incident promptly to our Customer Service. We will get back to you as soon as possible.
If you encounter access difficulties at a SAEMES parking:
First, carefully review your booking/subscription confirmation email. Make sure you are familiar with the pedestrian and/or vehicle access routes.
As a reminder:
For our parkings without Zenpark technology: access is via your badge, the parking receptionist, or by taking a ticket.
For our parkings with Zenpark technology: access is via Zenpass, the Zenpark mobile app, a personal code on the keypad, or a QR code.
If none of the information in your confirmation email helps resolve the issue:
Contact our Customer Service first via our contact form.
If you cannot reach Customer Service on the first attempt, please try calling again in a few minutes or leave your phone number to be called back.
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In an emergency, if Customer Service remains unreachable, you can contact the surveillance center using either the red phones (located near pedestrian access points on each level), the intercom (not in all parkings), or the phone number displayed on site.
If you are entering on foot
If you cannot open one of the pedestrian doors, wait a few moments. Another resident or customer (especially in hotel parkings) may allow you to pass.
If no one comes, you may cautiously use the vehicle gate passage.
If neither option allows access, contact Customer Service.
If trying to enter outside Customer Service hours, return home or to your workplace by other means and report the incident to Customer Service. We will get back to you as soon as possible.