FAQ's

• The link in the email for the e-mandate (direct debit) is not working. What now?
  Log into the my environment and within your account, complete the information for the e-mandate.
• How do I create an account and arrange ‘travel on account’ with or without a discount product?
  Don't have a my account yet? Creating an account is easy. Click here (in Dutch) for the step-by-step plan.
• How do I change my bank account in My Account?
  Go to the "Personal details" tab and scroll to the bank details section. There you can change the bank account number in My Account.
• How do I change my date of birth in My account?
  It is possible to change your date of birth via the "Personal data" tab within your My Account.
• The start date and expiry date of the OV-chipkaart are shown in the My Account. What does this mean?
  On the home page of a the 'My environment’, both the start date and the expiry date of the card are shown for each OV-chipkaart, this means the following:
  •    The start date is the date the card is added to 'My account'.
  •    The expiry date is the date on which the card expires; this date is also shown on the OV-chipkaart itself.
• Can I give my OV-chipkaart a name (alias) in my account?
  It is possible to set a self-chosen alias name for each registered OV-chipkaart. To do so, click on "Edit card" on the homepage of the chosen OV-chipkaart. A pop-up will appear where you can enter and save an alias name. The alias name can be changed without limit.
• Do I also need to create a Transdev Account?
  A My Transdev Account is the same as a My Connexxion or My Hermes account. Connexxion and Hermes are part of Transdev.
  
  Don't have a My account yet? Or do you already have a My account and do you want to know how you can add a discount product to your OV-chipcard after logging in to your My account? Then read the following question (How do I create an account and register for ‘travel on account’ with or without a benefit product?
• Why do I have to be 16 years old to create a my account?
  There is an age restriction on creating a my-account. When creating a new My Account, you must provide a date of birth where the age is 16 or older. We may use your birth date to provide age-appropriate settings for your My Account.
• What is the billing period?
  The period over which you receive the invoice each month is called a billing period. That period is not the calendar month, but a period that begins on the day of the month in which you have Travel on Account or the benefit product take effect and runs until the same day of the following month. Example: Signing up on April 15 results in a Billing Period from the 15th of each month to the 14th of the following month. So, you can start traveling on account or a discount proposition any day of the month.
• What is a digital mandate?
  When traveling on account with or without a discount product, you pay in arrears. An amount will be automatically debited from your account each month. In order to debit this amount, we need your permission. That is why you issue a digital mandate via your own bank. During the application process you will be referred to the online environment of your bank. If you use a special login code for logging in with your bank, it is useful to have this to hand while ordering. 
• What is traveling on account?
  With 'travel on account' you pay for all your bus, train, tram and metro travel afterwards. You just check in and out with your personal OV-chipcard, but you do not have to worry about whether you have enough balance on your OV-chipcard. The cost of your travel is debited to your account at a fixed time each month.
  
  For a discount proposition, traveling on account is a prerequisite. After all, the more you travel by bus, the more discounts you build up. That's why you pay in arrears. Then we know exactly how much discount you have accumulated.