FREQUENTLY ASKED QUESTIONS
 
Following are some frequently asked questions:

Frequently Asked Questions for Ascendas Centralised Carpark Electronic System

General Questions

1.       What is Ascendas Centralised Carpark Electronic System about?

We are pleased to introduce Ascendas Centralised Carpark Electronic System - a one stop season parking portal that allow quick and easy access to commonly engaged services such as application, renewal and payment for season parking.

You will be able to access our portal anytime, anywhere as long as internet access is available.

2.       What are the season parking functions that are available on the portal?

You will be able to enjoy the following conveniences on the portal:

• Application For New Season Parking

• Renewal For Season Parking

• Suspension Of Existing Season Parking

• E-Payment For Season Parking

• Termination Of Season Parking

• Termination Of Season Parking

3.       How do I log in to the portal?

To access the portal, existing tenants may log in via Tenant Portal (https://aims.ascendas.com).

New and Individual users may login through http://access.ascendas.com instead.

4.       Am I eligible to sign up for an account?

Everyone is eligible to sign up for an account on our portal.

If you are an employee of our tenant, you may log in via Tenant Portal (https://aims.ascendas.com) with your existing account.

Other carpark users are required to register for a new account through http://access.ascendas.com in order to log in for their season parking transactions.

5.       What is the user access entitlement for each Ascendas tenant?

Each Ascendas tenant is entitled to 7 user access. Non-tenants are limited to a single user access.

For further enquiries on user access entitlement, please contact our carpark hotline @ 6592 5695 or via email carpark.support@ascendas.com

Technical Questions

6.       What should I do if I encounter an error message during log in?

Please contact our carpark support at 6592 5695 between 9.00am to 5.45pm, Mondays to Fridays (excluding public holidays) or email us at carpark.support@ascendas.com.

You will be required to furnish the following information for us to assist you better:

• Transaction identification number (if any)

• Point at which error occurred

• Transaction identification number (if any)

• Date/Time of transaction

• Error message (if any)

7.       What if I forgot my Login Password?

You can simply click on "Forget password" to input your User ID and a new password will be send to your registered email address in our portal. Please ensure that you update your email address and other contact information regularly on the portal to avoid unnecessary inconveniences.

Alternatively, you can also contact our carpark hotline at 6592 5695 or email us at carpark.support@ascendas.com.

Season Parking Questions

8.       I am not an employee of Ascendas tenant. How do I apply for my season parking?

You have to first register for an account with your vehicle number and personal / company details.

Upon successful registration, an email will be send to your registered email account with your Login ID and Password for account activation. You will need to activate your account on the same day by logging in with your new Login ID and Password.

After your account has been activated, you will be able to submit your application for season parking at our spaces.

9.       How do I register for my subsidiary company?

Please note that only our immediate tenant can login to their accounts through Ascendas Tenant Portal.

A subsidiary of our tenant will need to login or register for their accounts through http://access.ascendas.com instead.

10.   Can I pro-rate my first month season parking charges?

Yes, you will be happy to know that all new season parking applications enjoy pro-rated charges for the first month. Please note that pro-rated charges are calculated based on calendar dates.

11.   What are the payment options available for new season parking application?

You will be able to made payment for new season parking application using eNETS or Credit Card.

12.   What are the payment options available for season parking renewal and payment?

The following payment options are available for your convenience:

• Giro

• AXS

• eNETS

• Credit Cards

13.   I am an Ascendas tenant but my employees are responsible to pay their own season parking. How do they submit their application?

Your employees can simply register for an account through http://access.ascendas.com.

Upon successful registration, an email will be send to your registered email account with your Login ID and Password for account activation. You will need to activate your account on the same day by logging in with your new Login ID and Password.

After your account has been activated, they will be able to submit your application for season parking at our spaces.

14.   I am an Ascendas tenant. Can I assign my company entitlement lots to my employees?

Yes. You can do so through a simply login through Tenant Portal (http://aims.ascendas.com).

You will be able to see a function that allows you to assign your company entitlements to your employees.

15.   My registered vehicle will not be available for a few days. Can I transfer my season parking to another vehicle temporarily?

Yes. You can simply access the "Change in vehicle and IU" function and update accordingly.

16.   I will out of office / country for 1 month. Can I suspense my season parking for that month and resume when I return?

Suspension is only applicable for Tenant account under GIRO.

17.   How do I terminate my season parking ticket?

You will only be able to terminate your season parking through our portal.

The portal will automatically process the refund for unused season parking tickets upon termination.

Please note that you will not be refunded of remaining days for the current month season parking.

18.   Can my colleague take over my season parking ticket?

No. All season ticket holders will need to be registered under their respective individual or company accounts.

If your colleague is an employee of Ascendas tenant, he / she can simply register for an account through our Tenant Portal (http://aims.ascendas.com).

New and Individual users may create their account through http://access.ascendas.com.

19.   What is the maximum number of months I can make payment for season parking through the portal?

You will be allowed to make payment for a maximum of 1 months for season parking.

20.   Can I change my season parking site?

No. Each season parking purchase is tied to a particular carpark site.

Kindly note that season parking rate will vary between sites.

21.   Can I terminate my current month season parking?

Yes but you will not be refunded for the remaining days within the current month.

Refund will only apply for future unused season parking tickets.

22.   What is the refund policy?

When the season parking vehicle IU number is freeze or invalidated due to payment default or breaches of the terms and conditions, the vehicle will be subjected to hourly cashcard parking.

Please note that the hourly cashcard parking fees will not be reimbursed during suspension, rectification of breach, subsequent renewal or new application of season parking.

23.   What is the grace period for hourly parking?

All our carparks allow for a complimentary 10 minutes grace period for pick-up / drop-off.

Kindly note that full parking charges will apply for vehicles and motorcycles that stay within the car park beyond 10 minutes.

The parking charge will be calculated from the time of entry.