Frequently asked questions about payment options

That is not how it should be, of course. There can be several reasons why this happens:

• The bank you pay with – OVpay does not work equally as well with all banks. Is your debit card from a bank other than ABN AMRO, ASN bank, bunq, ING, Knab, Rabobank, Regiobank, SNS, or Triodos? Then it is possible that the card reader will not accept your debit card.

• Insufficient balance – If you do not have enough money in your account, you cannot check in with your debit card. For travel by bus, tram, or metro, you must have at least €4 in your account. Are you traveling by train? Then you must have at least €20 in your account.

• You are transferring – It sometimes takes some time for the money for your trip to be debited from your account. Only when the money has actually been debited can you check in again with your debit card. Are you transferring? Then try to wait a minute and then check in with your debit card again. It will often work the second time around.

• Debit card is blocked for public transport – Could the amount of the trip not have been debited from your account after your previous trip? Then your debit card will be blocked until the amount has been paid. OVpay will keep trying until it succeeds. You can also always pay the amount yourself.

Are you under 12 or over 65? Then you can travel with a 34% discount on the bus, tram, and metro. Age discounts can be added via the OVpay app.

1. Download the OVpay app.

2. Create an account.

3. Add your debit card to your account. Read how that works here.

4. Press 'Add age discount' and follow the steps in the app.

Check the OVpay website for more information.

Did you miss your check-out? Or accidentally checked in with OVpay while trying to scan your e-ticket? Then you can claim your money back. You will recognise the payment from OVpay on your account by the statement with the reference 'NLOV' followed by 14 digits.

This is how you ask for your money back:

1. Go to your travel overview on OVpay.nl/en

2. Follow the step-by-step instructions.

The tickets are only valid on the phone on which they were purchased. You cannot forward the e-tickets to another phone.

You can pay with:

• iDEAL

• Apple Pay and Google Pay 

• Creditcard: Visa, Mastercard, American Express 

You can purchase an e-ticket in 3 simple steps:

1. Plan your journey in the 9292 app by entering your start and end point.

2. Tap on your preferred travel advice out of the options given in the app. Then, tap on 'Buy e-tickets'.

3. Follow the steps on the screen.

Have you paid? You can find your e-ticket(s) under 'My e-tickets' in the menu on the top left of the home screen.

All information about e-tickets.

Train

Your e-ticket is valid at the times indicated on the ticket. You do not need to check in or out if you have an e-ticket for the train. Make sure you are able to show your ticket in case of a ticket inspection.

Do you have to go through a gate to enter the station? Scan the barcode or QR code of the e-ticket to open the gate. Hold the barcode in front of the card reader on the gate. This is on the right-hand side. You will hear 1 beep when the gate opens.

Please note – does the gate not open when you scan your QR code? This may be because your e-ticket is not valid at that time. For example, because the ticket is valid on a different date, or it is an off-peak ticket and you scan the ticket during peak hour.

Bus, tram, and metro

Whether you have to check in or not depends on the operator and the ticket you are travelling with. Do you have to check in? For example, because you have to open a gate? Then hold the barcode or QR code in front of the scanner.

Are you unable to scan the e-ticket? Then show the ticket to the bus or tram driver. Then they will know that you have a valid ticket.

Yes, that is possible. You can buy your e-ticket a few days before your departure. Please make sure that the time and date of your journey are correct.

Bus, tram, and metro tickets become valid 15 minutes before the planned journey. At this point, it will change into a ticket with a barcode or visual element, which you can use to check in. From then on, you can travel with the ticket.

All information about e-tickets.

Have you paid for your e-ticket? You can find your e-ticket(s) under ‘My e-tickets' in the menu at the top left of the home screen.

Bus, tram, and metro tickets become valid 15 minutes before the planned journey. At this point, it will change into a ticket with a barcode or visual element, which you can use to check in. From then on, you can travel with the ticket.

All information about e-tickets.