FAQ

How do I use Motu to pay with my phone?
Download the Motu app from the App Store or Google Play. Please note that your wireless carrier’s message and data rates may apply.

What devices and browsers support Motu the best?
We highly recommend using Apple or Android for downloading the application. When using the mobile payment website, modern browsers such as Chrome, FireFox and Safari are the most compatible.

Why doesn’t the meter change after I start a parking session? How do enforcement officers know I paid?
Your Motu payment will not appear on the meter however, parking enforcement staff do see your mobile payment on their handheld device. If you start a parking session in a zone that requires your license plate number, the officers will use your license plate number and zone number to view your payment in their handheld device. If you start a parking session in a zone that requires a space number, they will use your space number and zone number to view your payment in their handheld device.

What is the zone number and how do I find it?
The zone number is required to start your parking session. It identifies where you are parked and allows your parking session to be identified correctly by parking enforcement staff. You will find the zone number on Motu signage near your parking space and on decals on the pay stations and meters.

In the parking areas in Grand Rapids, MI zone numbers range from 50200 to 70299.

Where is the menu located?
The menu button is the icon with the three white lines in the left-hand corner of the screen.

How do I fund a wallet?
To fund a wallet, you must follow the normal steps to initiate a parking session. You will have the option to select ‘Wallet’ as a method of payment. At this point you will be given the option to buy the Wallet offer. Offers may vary, but the Standard Wallet offer is $25.

How do I reload a wallet?
Once a wallet is purchased, the offer will appear under the Wallets sidebar menu. At any point you are able to add funds to this wallet using a card on file. A reload amount of any $5 increment between $10 and $50 can be selected. The wallet has no minimum or maximum to the amount of funds that can be held in a wallet.

How do I know my parking session has started?
When using the application, you will know your parking session has successfully started once you see the countdown timer on the screen.

Why won’t the app let me extend my time?
If you can’t extend your time, it may be because you have already reached the maximum stay allowed by the parking operator. The maximum parking time varies by location and ranges from 30 minutes to 10 hours throughout Grand Rapids, MI. If you have already reached the maximum parking time, you must first wait for your initial session to end before you can start a new session.

How do I view my parking history or receipts?
Use the app or website to view your parking history. Click ‘Parker History’ in the side menu, and you’ll be able to view previous parking sessions and access receipts. The app only shows recent history. For a full parking history, visit motu.ppprk.com.

How do I manage alerts and reminders?
Login to your account and click ‘Options’ From the left hand menu. Use the slider buttons to enable or disable the reminders. Application and Emails are separate options.

Am I able to park multiple cars?
You may start additional parking sessions with different license plate numbers by clicking ‘New Session’ in the side menu and following the prompts to begin a new session.

How do I add or delete a payment card?
Login and select ‘Payment’ from the side menu. Select ‘Add Card.’ Enter your new card information and check the ‘Save Payment Info’ if you wish to save this card for future use. To delete a card, select ‘Payment’ from the side menu and choose the card you wish to remove, then ‘Delete Card.’ Payment options cannot be edited once they are entered.

How do I add another license plate number to my account?
Login and select ‘Vehicles’ from the side menu. The app will automatically save recent license plate numbers you’ve used before. Once a vehicle has been entered, you are able to edit or delete the information on file through the same menu. By clicking the license plate you wish to adjust, you are given the option to ‘Update’ or ‘Delete Vehicle’.

How do I reset my PIN?
To change your PIN, you will login to the app or website and select the ‘Reset Pin’ button on the first page. It will then ask you for your current card information on your account for security reasons. If you don’t know your old card information, please send an email to support@passportinc.com.

The rates shown in the app do not match the signage at my parking location?
Select ‘Send Bug Report’ in the side menu with a description of the issue. We will research any discrepancies. You will be charged the rate that is currently configured in the system and the Passport Support team will respond to your submission using your contact information on file.

How do I change the email address on my account?
To change your email address, you may use the app or website. Login and select ‘Profile’ from the side menu and then update your email.

How do I deactivate my account?
To deactivate your account, visit motu.ppprk.com. Login and select ‘Profile’ and then ‘Deactivate Account.’

What is the difference between a verification code and my PIN number?
The verification code is a three-digit code that verifies you have entered in the correct cell phone number or email when signing up. The PIN is a four-digit number of your choice required when logging in.

What if I encounter a technical issue?
You may send a bug report, and our support team will get back to you promptly using your contact information on file.

What do I do if I have a temporary license plate?
Login and select ‘Vehicles’ from the side menu. Then select the ‘Add Vehicle’ option and enter the temporary license plate number and state into the application.

Am I able to use pre-tax benefit cards from my employer?
No. Grand Rapids does not accept pre-tax benefit cards as forms of payment for parking. However, we do accept all credit card types.

Can I stop my parking before the expiration time?
By clicking ‘Stop Parking’ in the active session screen, you are able to end the session at any point before the selected end time. The parking fee will be prorated based on the time parked.

How do I redeem my validation code?
After beginning your parking session, you can click on ‘Discount’. At this point you will be prompted to enter the code. The amount will be subtracted from the total due. Your card will not be charged for the amount covered by the validation.

If the validation amount is greater than the parking session cost, the code can be entered at the original time of purchase and a credit card will not be required.