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Frequently asked questions

About OVpay

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.

It is possible that you have incurred double travel costs. This happens because the check-in pole scans more than 1 pass. 

Did you make an international trip and have you, accidentally checked in with your (digital) debit card instead of your e-ticket? Please answer the questions below, so we can help you to get a refund.

Has an amount been debited from your account, with the payment reference NLOV?

This means you haven't checked in or checked out with your contactless debit card, credit card or mobile phone. Are you sure that you did not check in or out correctly? But nothing has been debited from your bank account yet? Then keep a close eye on your bank account over the next few days. Do you have a description that starts with NLOV? That's ours, OVpay. Please answer the question above with 'yes'.

Has this amount been debited longer than 6 hours ago?

OVpay is the new way of checking in and out in public transport in the Netherlands. It is possible that you have incurred double travel costs, due to checking in or out with 2 cards at the same time or with a wrong card. Please answer the questions below, so we can help you to get a refund.

Public transport companies need 6 hours to process the trips.
From the 6th hour you can adjust your trip yourself and get a refund. After that time, complete the follow-up questions to see how you can get back any duplicate fees.

Did you travel with an e-ticket (on mobile)?

Did you want to travel with your (digital) debit card?

You accidentally checked in and/or out with debit card instead of your e-ticket.

Go to your travel history on ovpay.nl. If necessary, adjust your check-in or check-out. As soon as you have adjusted your trip, the amount will be settled.

Do you see an entire journey with a start and end station? Or have you traveled by bus or metro, than a boarding fee of € 1.08 will remain. Please contact our customer service to get these costs refunded. You can reach us on business days from 7 a.m. to 9.30 p.m. and on weekends and public holidays from 10 a.m. to 4 p.m. via 0900-1433. This number is only available via Dutch telecom providers. Are you calling from a different country than the Netherlands? Please call with +31108925063

How do you prevent double travel costs next time?

If you have purchased an e-ticket from a Dutch public transport operator, open your e-ticket from their app to avoid double costs.

If you bought an e-ticket from a foreign seller and you check in with an Android phone, switch off the NFC signal. The card reader sometimes finds the digital debit card on your phone before the e-ticket. If you suppress the contactless payment signal, the card reader will only read your e-ticket and you can open the gates at no extra cost.

Print out the e-ticket and hold it against the card reader separately.

Have you paid a different amount that you expected?

Thank you for traveling with OVpay. Everything went well and we hope that you will check in and out more often with your debit card or mobile in the future.

Have you a missed check-in or -out with your OV-chipkaart? Please adjust your trip on uitcheckgemist.nl.

Always remove the card you want to check in or out with from your wallet. This way the card reader recognizes the correct card and you avoid double travel costs. Another tip: make sure your mobile is away from the card reader when you check in or out with your debit card or OV-chipkaart.

Still have questions about your travelcosts?

Please call the customer service of your public transport operator. Click here for a list.

Is there still an outstanding amount of € 1,08? Request a refund of these travel costs via the customer service. Call us via 0900-1433. You pay the usual costs. Keep your payment reference number and amount at hand. If you're calling international, please call 010 892 50 63. You can reach us on Monday to Friday from 7 a.m. to 9.30 p.m. And on weekends and public holidays from 10 a.m. to 4 p.m.

The excess amount will be refunded on your bankaccount within 15 days. Or, if you travel shortly, the amount will be settled with one of your future trips.

Unknown (travel) costs?