FAQ's

• If I stop a discount product, will my Transdev Flex subscription also stop?
  No. You can cancel a discount product and continue to travel with us on account with Transdev Flex. But please note: You will then travel within the travel area of the discounted product (e.g. Zeeland) without a discount.
• How do I activate travel on account or a discount product on my OV-chipcard?
  If you have applied for travel on account or a discount product, you must load the Transdev Flex travel product (travel on account) onto your personal OV-chipcard once. You cannot travel on account without this free service product. We will send you an e-mail about this.
  
  You then keep your OV-chipcard for a pick-up point. This can be done at the nearest service point. Your card will then be automatically switched to travel on account within a few seconds.
• How is it possible that my journeys are already visible on ov-chipkaart.nl or at a ticket machine, but not yet in My Travel History?
  You can see your rides with the OV-chipcard immediately, but the OV-chipcard overviews do not show a fare (or a price of 0.00 euro). Only if you log in to the My environment, you can see the correct fare in My Travel History, including any discount.
• How long does it take to see my rides in My Trip History?
  It normally takes 2 days. If you forgot to check out, it can take up to 23 days before the ride -in the trip where you forgot to check out- becomes visible in Travel History.
• How do I turn off train journeys on account?
  If you do not want to be invoiced for your train journeys, you can deactivate train journeys on account. Go to My environment > Products > Turn off train journeys on account and follow the instructions in our e-mail(s). You still need to activate the order on your OV-chipcard before cancellation.
  
  Please note: Train travel on account will remain active on your OV-chipcard as long as you have not yet collected your order.
• How do I see at a ticket machine if the correct order is loaded?
  Have your card read by a ticket machine and press 'retrieve order'. After a few seconds you will see two orders on the screen: 'Transdev Flex bus, tram, metro' and 'Transdev Flex train'. You need these two free service products to be able to travel on account. If you then hold your OV-chipcard against the machine again, your card will be converted to travel on account for all forms of public transport.
• How much of a discount do I get on a discount product for a ride that falls exactly over the limit of the discount tiers?
  If a journey falls within two discount levels, the discount is applied in the correct ratio of the part in one and the part in the other level. The discount is rounded off to whole eurocents per trip.
• I forgot to check out and now I have to pay a high amount for this. What should I do?
  You must always check out with the OV-chipcard, even if you are travelling on account. If you forget to do so, we will charge you a correction fee. This fee is equal to the entry fee that applies for a journey on credit. 
  
  You can report here that you have forgotten to check in or out.
• I forgot to check out, but can't find that trip in My Trip History. What should I do?
  As long as we don't know for sure whether the missing checkout transaction can still be received, we will not charge you for the trip yet. That is only fair. We will wait a maximum of 23 days. Please note: in many cases, such a journey will only be charged for in the next billing period.
  
  You can report here that you have forgotten to check in or out.
   
• I have ordered a discount product but now see Transdev Flex on my card, how is this possible?
  Connexxion and Hermes are part of Transdev. In order to benefit from a discounted product, your OV-chipcard must contain the free service product Transdev Flex. This allows you to travel on account with Connexxion/Transdev/Hermes and build up discount.
• I get a "notification conflicting products". Why?
  During the registration of an OV-chipcard within the My environment a check is made whether there are conflicting products on your OV-chipcard.
• Can I put a discount product on an anonymous OV-chipcard?
  No, this is not possible. As with subscriptions, you need a personal OV-chipcard for Travel on account or a discount product.
• Can I travel with a discount product and balance?
  No, this is not possible. You can either travel using the balance on your OV-chipcard or on account with or without a discount product.
• Why is the price of my outbound trip not the same as the price of my inbound trip?
  The fare of a bus ride is determined by the number of miles of your trip. Very often the length of your outward journey is not the same as your return journey. 
  This can be due to several reasons:

  • The entry stop is just in a different location than the exit stop;
  • The way to your destination is along a different route than your way back;
  • You make a transfer on the outward or return journey. Since the boarding fare is added to your first leg of travel, you get a price difference.
• Why aren't all the trips listed on my invoice?
  When we create your monthly invoice, some of your travel transactions may not have been processed yet. These missing journeys and the associated travel costs will only be included in the next invoicing period. It is therefore possible that you will receive more or less discount for the journeys in question in a subsequent billing period. Any differences arising from this will not be settled.