When a resident or guest disputes a tow, boot, or violation, open the violation report and find out why it happened. The goal is a fair, documented answer from whoever is responsible.

Note: disputes are time-sensitive, so start the same day you hear about one.

When to use this

• A resident or guest calls or emails the office about a tow, boot, or violation.

• A new dispute shows up in Reports → Violation/Payment/Dispute Report.

• A board member asks you to review an enforcement action.

What to do

1. Open the violation from Reports → Violation/Payment/Dispute Report, or click it on the resident's profile.

2. Review the violation reason and details.

3. Check the timestamps at the bottom of the report for the vehicle, permit, and enforcement events.

4. Confirm which parking rule applied at that time. Your community's parking rules decide whether the action was valid.

5. On the Enterprise package, confirm whether the vehicle was registered, permitted, or exempt. On the Enforcement package, violations are visual only, so check the posted rule instead.

6. Decide which scenario below fits, and follow it.

7. Note the outcome on the resident's profile, then close out the dispute.

Common scenarios

The violation was valid

What's happening: The vehicle broke a posted rule, and the record supports the action.

What to do: Resolve it between the community and the patrol vendor. If your community self-patrols, your team makes the call. ParkingPass provides the record but doesn't reverse enforcement actions.

What to say: "I've reviewed the record. The vehicle wasn't authorized for that spot at that time, so the violation stands."

The community made an error

What's happening: Your team missed something, like an approval, a guest pass, or a rule change.

What to do: Your community owns the resolution. If you use a patrol vendor, contact them directly to sort out the tow or fee.

What to say: "This one is on our side. I'm contacting the patrol vendor now and will update you once it's sorted out."

The patrol vendor made an error

What's happening: The officer acted on a vehicle that was authorized, or the wrong rule was applied.

What to do: Contact the patrol vendor directly with the violation report. The vendor is responsible for resolving it.

What to say: "The record shows this vehicle was authorized. I've sent it to the patrol vendor to resolve."

A software issue may have contributed

What's happening: The portal showed the wrong status, or a registration didn't save as expected.

What to do: Request an investigation from the action dropdown on the violation report. You can also email support@parkingpass.com with the resident's name, unit, and the violation date.

What to say: "I've asked ParkingPass to look into the record, and I'll follow up as soon as I hear back."

A vehicle was deleted instead of edited, and a fee followed

What's happening: Someone deleted a vehicle or account entry instead of editing it. The resident is now being charged a re-registration or permit fee.

What to do: Treat it as a community error.

1. Re-add the vehicle or account entry to restore the resident's authorization.

2. Email support@parkingpass.com to review the fee. Include the resident's name, unit, the deletion date, and whether they already paid.

3. Note the error on the resident's profile in case the fee is disputed later.

What to say: "The vehicle was removed by mistake. I've restored it and asked ParkingPass to review the fee."

Important notes

• ParkingPass doesn't issue tows, manage patrol vendors, or change violation reasons.

• Each community chooses its own patrol vendor and owns that relationship.

• To prevent repeat disputes, add vehicles that should always be protected to the Do-Not-Tow (DNT) list. Use patrol holds to pause enforcement for special circumstances.

• Disputes have deadlines. Letting one expire without a response can affect the outcome.