FAQ's

• How can I renew my monthly or annual subscription?
  Most passengers with a free travel, annual subscription automatically receive - about a month before the subscription expires - an email reminding them to purchase a new annual subscription. This depends on the product terms and conditions.
  
  Passengers with a free travel monthly subscription or a discount card will not be notified.
  
  Do you want to renew your subscription? Then buy your subscription in the webshop in advance. Make sure you set the start date correctly.
• I put the product on my OV-chipkaart, but it doesn't work. What should I do?
  1. Check the start date of your subscription in your order confirmation (email). 
  2. Check the area of validity. If you are travelling outside the travel area, the subscription is not valid and credit will be debited. If you do not have sufficient credity on your OV-chipkaart, you will not be able to check in.
  3. Are you sure the travel area and the start date are correct and the product is not working? Please contact our customer service.
• I tried to put a product on my OV-chipkaart, but it didn't work. What should I do?
  1. Try again after at least 30 minutes. Our system sometimes needs time to reset.
  2. If necessary, try it at another pick-up point. Again, leave 30 minutes between attempts.
  3. Is it still not working? Please contact our customer service.
• I want an OV-verklaring (public transport statement). How do I apply for it?
  We no longer send the declaration to customers, but pass the details of free travel annual subscriptions directly to the Tax and Customs Administration. Monthly subscription can request a declaration on OV-chipkaart.nl.
  
  > Read more about the OV-verklaring
• I want to cancel my subscription, is that possible?
  You can stop your (discount) subscription at any time. You can do so via an online form. In some cases, you can get (part of) your purchase amount back. Read more under 'Terminate subscription'.
• Why a new OV-pas?
  You have been able to travel with your payment card for some time now. For many travellers, this is a quick and easy way to check in and out. However, it is not the ideal solution for everyone. Some travel products, such as the OV-Studentenreisproduct (student travel product), OV-fiets (public transport bicycle) or P+R options, are not available for debit cards. These will soon be available on the OV-pas (public transport pass). That is why OVpay offers two ways to travel: with your debit card or with the OV-pas.  
  
  This allows everyone to choose what best suits their situation.  
• How can I create a statement of my travel expenses?
  • Via the @Transdev app: Link your payment card and view all your journeys with Transdev, Connexxion, Bravo and Breng. 
  • Via the OVpay travel overview: Enter the 14-digit code (behind “NLOV” on your bank statement) and the amount debited to view your travel details. 

  
  Want to claim travel expenses? Easily create an overview of your claims, including VAT percentages, which can also be used by your employer. See how to do this here. 
• Switching from an OV-chipkaart?
  Do you have a subscription or travel product on your OV-chipkaart and would you like to switch to OVpay? Please note that not all subscriptions or travel products work on the OV-pas yet. We are working hard to expand this quickly.
  
  Check the Switch Helper to see if you can already switch. With the Switch Helper, you will receive personal advice and a step-by-step plan for switching. 
• Are JAS and Schiphol Flex available for all ages?
  To use JAS or Schiphol Flex, you must be 18 years of age or older.
• Why is the OV-chipkaart ending?
  The current OV-chipkaart needs to be replaced because the technology is outdated and no longer compatible with modern digital payment and mobility systems. With OVpay, we are switching to a modern payment system that works the same way for all transport operators in the Netherlands. This makes OVpay future-proof and ensures a smoother travel experience throughout the Netherlands. 
   
• Further information and answers to questions about OVpay
  You can visit the OVpay website for the latest developments, frequently asked questions and answers, and manuals.