HOW TO USE THE CONVERT STAY FEATURE

Convert Stay is a Parkonect support tool that allows an operator or support agent to convert a Transient parking session into a Monthly stay when a Monthly parker was not recognized at entry.

This tool is commonly used when a Monthly parker is incorrectly treated as a transient driver and is prompted to pay at exit. This can occur due to:

• A missing license plate on the Monthly account
• The driver is using the wrong entry method
• A license plate recognition (LPR) misread

Using Convert Stay from the Garage Log, support agents can correct the session in real time and allow the Monthly parker to exit without payment. Agents can also update the parker’s account information, such as adding a license plate, to prevent the issue from happening again.

When to Use Convert Stay

When a Monthly parker is not recognized at entry because their license is not on file, and the location is operating in Hybrid Gated Mode.

At locations configured with Express Pay Hybrid Gated Mode, entry gates automatically open when a license plate is successfully captured by the LPR system. 

If a Monthly parker does not have a license plate on file, the system treats them as a Transient parker. When they attempt to exit, they will be prompted for payment at the kiosk.

If the driver tries to scan their Monthly credential at exit, the system will display a passback error because their entry was recorded as transient.

In this situation:

1. The driver taps the Help button at the kiosk.
2. The support agent opens the Garage Log in Parkonect Admin.
3. The agent uses Convert Stay to change the transient session into a Monthly stay.

The agent can also add the captured license plate to the Monthly account to ensure the parker is correctly recognized in the future.

Important: Do Not Vend Monthly Parkers Out

When assisting a Monthly parker who was not recognized at entry, always use the Convert Stay tool rather than vending the gate open.

Vending a Monthly parker out without correcting the session leaves the system record as a Transient stay, which can cause issues with Express Pay recognition at other locations. Because the session was not properly recorded as a Monthly stay, the driver’s parking history may be inaccurate, and their vehicle may continue to be treated as a transient parker.

Using Convert Stay ensures that:

• The parking session is correctly recorded as a Monthly stay
• The parker’s account activity remains accurate
• Future visits to Express Pay locations recognize the driver correctly

For the best long-term experience for Monthly parkers, always resolve the session using Convert Stay instead of vending the gate.

How to Use Convert Stay 

• Log in to the Parkonect Admin portal.
• Select Garage > Garage Log tab
• Locate the Transient ticket using the Filter By tool
  • The driver will provide their License Plate. (The Amount due screen displays the License Plate for easy reference.)
  • In any other scenario, the driver may enter the parking facility using the following methods:
    • Barcode - Printed ticket number
    • Phone Number - 10 key (mobile number entry)
    • Last Name/CC - Credit in/out
      

4. Once the Transient entry is located, click the plus sign to toggle options > Select the Convert Stay button.

5. Search for the monthly parker by the provided information > Click Search

• Name
• Credential 
• License Plate
• Phone Number

6. Click on the Monthly Parker row from the filtered list

7. Select the driver’s Lane from the Send To Lane dropdown. 

8. Click the Convert button > Confirm 

9. After converting the Transient session to a Monthly stay, be sure to add the parker’s license plate to their Monthly account. This step is crucial to ensure they are properly recognized by the LPR system on future visits and to prevent repeat issues.

The Add License Plate to Cardholder setting must be enabled for this option.

Reporting

Transient Conversions Report

Available under the Back Office Audit report category