1. Take your debit or credit card from your wallet to make sure you're using the right card.
2. To check in, touch your card to the terminal. You will hear a beep when your check-in was successful.
3. Once you've arrived, check out with the same card. You will hear two beeps.
   
   

Good to know

- Transferring between different modes of transportation, like from train to metro? Always check out and then check in again before transferring to your next mode of transportation. Exactly like you've been doing with your OV-chipkaart.
- Got a brand new debit or credit card? You have to use it in a shop at least once before you can use it in public transport.
- Before you travel, check if your debit or credit card is compatible with OVpay.
- Make sure you have sufficient funds in your bank account. All your travel costs of one day will be debited the next day. The reference number start with NLOV and consist of 18 numbers and letters.
- Do you pay for your dog or bicycle with your carrier? Then use your OV-chipkaart or buy a ticket.

Yes, if you have a contactless card issued by:

• ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank or SNS
• Mastercard or Visa

Good to know: be sure to use the same device or contactless card to check in and out. For example, don’t check in with a mobile phone and check out with a smartwatch or contactless card.

The terminal probably sees your digital debit or credit card instead of your e-ticket. The best thing to do is open your e-ticket in the transport company's app, instead of a PDF or screenshot of the ticket. Why? Because these apps will usually suppress NFC*, allowing you to check in with a bar code.

Some Android phones also let you temporarily disable NFC*. You can do this in your phone's settings.

Accidentally check in or out with your digital debit or credit card?

1. Go to ovpay.nl/reisoverzicht.
2. Find the trip in question using the NLOV reference number and the corresponding amount deducted from your bank account.
3. See if there are any missing check-ins or -outs and adjust if necessary.

* NFC (Near Field Communication) lets you transfer data wirelessly and comes with nearly all smartphones.

Sorry about that! There are several reasons why this might happen: 

• You have insufficient funds 
• Your debit card is not issued by ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank or SNS  
• Your debit or credit card is blocked for public transport due to an outstanding balance 
• Contactless payments is switched off 
• OVpay is experiencing technical difficulties 

It happens to the best of us! You can adjust missed check-ins or -outs on the self-service page. Please note you can only do so at least 5 days after your trip. You have a total of 60 days to adjust any missed check-ins or -outs.

Good to know: we issue any refunds within 15 days. We also debit any unpaid fares within 15 days.

The revenue inspector will ask you to touch your debit or credit card to their device. Your most recent check-in will then appear on their screen. Based on this information, the inspector will know whether you’ve checked in for this trip or not. 

Yes, just like with an OV-chipkaart. But you only pay a boarding fee if you've forgotten to check out.

Good to know

See how much a transport company's boarding fees are on their website.

Missed a check in or out? You adjust your trip on the self service page.

There are three ways to tell:

1. By looking at the message on the reader. When you touch your phone or card to a reader, its screen will briefly show a message saying if you’ve checked in or out. You’ll find these readers on station gates, but also inside buses, trams and metros.
2. By listening for beeps. You’ll hear a single beep when you check in, and two beeps when you check out.
3. By checking your phone. If you’ve got the OVpay app and notifications switched on, you’ll get a push notification each time you check in or out.

Sorry for the inconvenience! It may take up to 5 days for a transport operator to process your trip. In order to prevent the operator’s trip entry from cancelling out any of your adjustments, you can only adjust your trip after 5 days. Once those have passed, you have 60 days to adjust any missed check-ins or -outs.

You’ll receive your refund within 15 days after successfully adjusting your trip. If you check in and out using OVpay during these 15 days, the refund will be used to adjust the fares charged.

Here’s how to check if your refund has been used to adjust the fares charged:

1. Have a look at your journeys and payments in the OVpay app. Or go to Your trips on our website.
2. Enter the payment reference and the amount of your refund.
3. You’ll see whether the amount has been used to adjust any other fares charged.

If you’ve been waiting longer than 15 days for your refund and it hasn’t been used to adjust any fares charged, please contact our customer service.

Learn more

• I've fotgotten to check in or out. What can I do?

We’re sorry to hear you’re unhappy. We’d love to hear your out and find a way to resolve your issue. Please call customer service at 0900-1433 (standard rates apply). If you’re unable to call 0900 numbers, please call +31 10 892 50 63.

We’re available Monday to Friday from 7 a.m. to 9.30 p.m. And on weekends and holidays, you can reach us from 10 a.m. to 4 p.m.

Good to know:

Are you deaf or hard of hearing? Or is there another reason why you’re physically unable to call us? Please fill out this contact form and we’ll get back to you as soon as possible.

You can for now! If anything changes, we’ll share the news on our website, Facebook or Instagram page.  

Yes, but only if they have their own debit or credit card. Children up to 4 years old travel for free!

Only if you have a GVB Flex discount product, you can put it on your debit card. When you check in and out, you will receive a discount on your trips with the GVB bus, metro and tram with your debit card.

All other discounts, for example the 65+ discount, the discount for children or discount products from other public transport companies, are unfortunately not yet possible. We are working towards making this possible in the future.

Sorry, not at this time. If you have a student travel product issued by DUO, please keep using your OV-chipkaart until further notice. DUO will let you know once you’re able to switch to OVpay.

If you still want to check in and out using a debit or credit card, please note you’ll be charged the full second-class fare.

If you have a GVB Flex discount product, you can put it on your debit card from now on. When you check in and out with your debit card, you will receive a discount on your trips with the GVB bus, metro and tram with your debit card.

All other discounts, for example the 65+ discount, discount for children or discount products from other carriers, are unfortunately not yet possible. We are working towards making this possible in the future.

Other questions about discounts and subscriptions: 

• I’m a student. Can I travel using OVpay?
• Does my subscription apply, if I check in or out with my debit or credit card?
• Can my child travel using OVpay?

Not yet, unfortunately! Please buy a digital or physical Off-peak Bicycle Ticket. This (e-)ticket costs €7,50.

Not yet, unfortunately. Please continue to use your OV-chipkaart to rent an OV-fiets.

Good to know

You’ll also need your OV-chipkaart to park your bicycle at the station.

Can't find the answer in the frequently asked questions?

Call us on 0900-1433 or 0031 10 892 50 63. Normal fees apply.
Our customer service is open Monday to Friday, between 07:00 and 21:30 and on weekends between 10:00 and 16:00.

What you can do yourself:

• Does your bank statement contain a reference that starts with NLOV? And you don't recognise the deducted amount? Here's what you can do. 
• If you have questions about the OV-chipkaart, please visit ov-chipkaart.nl.

Good to know

• Are you deaf, hard of hearing, or have any other reason which prevents you from calling? There are other ways to contact us.

You can check in and out using the following cards:

• A debit card from ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, Regiobank or SNS.
• A credit card from Mastercard or Visa (issued by ICS).
• A debit or credit card from Maestro, V PAY, Mastercard or Visa.
• A debit card on your phone that's linked to your bank account.

Good to know

- Make sure you have sufficient funds in your account.
- Make sure you have contactless payments switched on.
- No registration is necessary. 

Yes, if you have a contactless card issued by:

• ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank or SNS
• Mastercard or Visa

Good to know: be sure to use the same device or contactless card to check in and out. For example, don’t check in with a mobile phone and check out with a smartwatch or contactless card.

Has an amount been debited from your account, with the payment reference NLOV that you don't recognize? Don't worry, this is us, OVpay.

Please answer the questions on our travel costs page, so we can help you to get a refund.

We charge €0 to see if your credit card works. This is a one-time charge.

Probably nothing! Sometimes it just takes our system more than a day to debit a payment. 

If it’s been 5 days and we still haven’t charged your account, please contact our customer service. They’re always happy to help! 

Yes, you can use Apple Pay if: 

• you have an ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank or SNS debit card 
• you have a Mastercard or Visa credit card 
• you’ve added at least one of these cards to your Apple Wallet 

It’s currently not possible to check in and out using Apple Pay Express – sorry. We’re working hard to make this happen!  

No. You’ll pay the same standard fares you would if you were using an OV-chipkaart without a discount or subscription.

When you check in to a bus, tram or metro, you’re always charged a so-called boarding fare of €1,08. Even if you get out at the same stop.

If you didn’t use your debit or credit card to travel and we charged €1,08 anyway. Contact our customer service. 

You can do either of 2 things.

1. Wait for us to charge your account
   If a payment fails, we always attempt to charge your account again. We make at least 4 attempts over a couple of days. Please make sure you have sufficient funds during this time. When the payment is successful, you can use your contactless card to check in again.
2. Prompt us to charge your account
   At a card reader, you can prompt us to immediately charge your account. Here’s how:
   • Touch your contactless card to the reader (you won’t check in or out).
   • A red X will appear on the screen, prompting us to immediately charge your account. Please make sure you have sufficient funds.
   • If the payment is successful, you can use your card to check in again after 15 minutes.

 If the payment was successful but you’re still having trouble checking in, please contact our customer service. 

It depends on your bank! Please visit their website for more details.

Tip: don’t forget to remove your debit or credit card from your mobile wallet.

You’ll receive your refund within 15 days after successfully adjusting your trip. If you check in and out using OVpay during these 15 days, the refund will be used to adjust the fares charged.

Here’s how to check if your refund has been used to adjust the fares charged:

1. Have a look at your journeys and payments in the OVpay app. Or go to Your trips on our website.
2. Enter the payment reference and the amount of your refund.
3. You’ll see whether the amount has been used to adjust any other fares charged.

If you’ve been waiting longer than 15 days for your refund and it hasn’t been used to adjust any fares charged, please contact our customer service.

Learn more

• I've fotgotten to check in or out. What can I do?

Please compare the fare you’ve paid to the fare the transport operator charges.

1. Find your journey on our website or in the OVpay app.
2. You’ll find the correct fares on www.9292.nl Check to see if the amount is the same as the fare you’ve paid
3. If you’ve paid a different fare than what 9292 says, please contact the transport operator. They’ll determine the right fare.

Good to know

• Travelling using a contactless card costs as much as travelling using your OV-chipkaart without a discount or subscription.
• What if I’ve accidentally checked in or out with my contactless card?

You may also find this interesting

• I've forgotten to check in or out. What can I do?
• What do I do if an unexpected amount was deducted from my account?
• Why was my account charged €1,08?

At the end of the day, we charge all fares at once.

Sometimes it takes us more than 1 day to charge your account. If it’s been 5 days since your journey and your account still hasn’t been charged, please contact us. We’ll happily help you find out what’s going on.

This means it's unclear to us where you checked in or checked out.

Please contact our customer service at 0900-1433 to find out more.
Unable to call 0900 numbers? Please call +31108925063 instead.

You need the OVpay app to do this. Once you’ve downloaded it, here’s how to create a travel expense claim overview: 

1. Open the OVpay app 
2. Head to Expense claims 
3. In the calendar, choose a start and end date 
4. Go to Show overview. A screen titled Create expense claim should appear. If you haven’t travelled during this period, the screen will be empty 
5. All your trips during this period will automatically be selected. Tap any trip you want to unselect. 
6. When the overview is complete, head to submit travel expense claims. You’ll see Save expense claim.
7. Hit Email overview. Your email address will be entered automatically.  

That’s it! You’ll find your travel expense claim overview in your inbox shortly.  

Good to know: it might take a few minutes before you receive the email. The document will be attached to the email.

You can do either of 2 things.

1. Wait for us to charge your account
   If a payment fails, we always attempt to charge your account again. We make at least 4 attempts over a couple of days. Please make sure you have sufficient funds during this time. When the payment is successful, you can use your contactless card to check in again.
2. Prompt us to charge your account
   At a card reader, you can prompt us to immediately charge your account. Here’s how:
   • Touch your contactless card to the reader (you won’t check in or out).
   • A red X will appear on the screen, prompting us to immediately charge your account. Please make sure you have sufficient funds.
   • If the payment is successful, you can use your card to check in again after 15 minutes.

 If the payment was successful but you’re still having trouble checking in, please contact our customer service. 

Here’s how:

• Go to the App Store or Google Play Store
• Search for the OVpay app
• Tap ‘download’ to install the app. You can use it straightaway

We hope you enjoy the app!

Other questions you may have

• How do I create an account in the OVpay app?
• Do I need the OVpay app to travel using my debit or credit card?

Here’s how:

• Open the app
• Go to Log in
• Enter your email address and password
• We’ll send you an email with a verification code. Enter this code

You’re all logged in! We hope you enjoy the app.

Didn’t receive an email? Check your spam folder, it may have ended up there.

Here’s how:

1. Open the OVpay app
2. Log in
3. Go to My OVpay
4. Select Card
5. Tap Add card and follow the steps

Good to know:

• Before you can add a debit or credit card, you need to have used it to check in and out at least once.
• You can’t add a physical and mobile version of the same card. For instance, if you add the ABN AMRO debit card on your phone, you can’t add the physical version of that same card. Sorry for any inconvenience, we’re working on it!

Here’s how:

1. Open the OVpay app
2. Go to Create account
3. Follow the steps

That’s it! We hope you enjoy the app.

No, you don’t! But the app does have useful features, like notifications when you check in,  letting you create expense claims, and more. Learn more about the OVpay app.

Grab your phone and follow these steps:

1. Open the OVpay app
2. Log in to your account
3. Open My OVpay
4. Select Settings
5. Go to Notifications
6. Toggle Get notifications on or off
7. If notifications are switched on, tick your card. If not, skip this step.

All set!

There are two reasons why this might happen:

• You haven’t added a debit or credit card to the OVpay app. Open or download the app and we’ll walk you through the steps there.
• You’re not connected to the internet or a mobile network like 5G. If you’re having trouble connecting, restart your phone – this will often fix the issue.

Here’s how:

• Open the app
• Go to My OVpay
• Choose Card
• Tap Delete

That’s it! Your card has now been removed.

Sorry to hear that! Here’s what you can do: on the login screen, hit Forgot password. Then enter your email address and follow the steps.

Good to know: during the retrieval process, we always verify your account. We do so by asking you to enter a payment reference number that corresponds with a trip you’ve made using the debit or credit card linked to your account. This reference number always starts with NLOV, so make sure to keep it handy.

Need help? Please reach out to our customer service.

Here’s how:

• Open the app
• Go to My OVpay
• Select Account
• Go to Delete account
• Enter your email address and tap Delete account

That’s it! Your account has now been deleted.

We’re sorry to hear that! The best thing you can do is reach out to our customer service. 

No – sorry. But you can add a debit or credit card card.

We work with public transport operators to input your travel data in our systems. During this process, security is always our top priority. If you’re wondering how exactly we safeguard your privacy, please check out our privacy statement.

Absolutely! Checking in and out with your contactless debit or credit card is just as safe as using it to pay in a shop. We don’t have access to your bank details. And neither do revenue protection inspectors.