FAQ's

• How can I renew my monthly or annual subscription?
  Travellers with an OVpay annual pass will automatically receive an email – approximately one month before their pass expires – reminding them to purchase a new annual pass.
   
  Travellers with a rolling monthly pass or a ‘Voordeelproduct’ will not receive a notification.
   
  Would you like to renew your annual pass? If so, please renew your pass via the ‘My Account’ section. Please note: 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?
  OVpay (phone/payment card):
  Would you like to cancel your annual or rolling monthly subscription? Please send an email to customer services using the subject line: Cancel [subscription name]
  
  OV-Chipcard:
  You can stop your (discount) subscription at any time. You can do so via an online form.
• 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.
• 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.