Frequently asked questions about travel on account or a discount product

If you want to change the e-mail address of your My Account, please send an e-mail to klantenservice@connexxion.nl and use the subject line: Change mail address of My Account.

Log into the my environment and within your account, complete the information for the e-mandate.

Don't have a my account yet? Creating an account is easy. Click here (in Dutch) for the step-by-step plan.

Go to the "Personal details" tab and scroll to the bank details section. There you can change the bank account number in My Account.

It is possible to change your date of birth via the "Personal data" tab within your My Account.

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.

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.

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.

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.

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.

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.