Theft, loss or damage

What you should do in the event of loss or theft:

• Your season ticket has been loaded onto your OV-chipkaart. You should therefore get your card blocked as quickly as possible and ask for a new OV-chipkaart straight away from the OV-chipkaart customer service desk via 0900-0980 (€0.10 per minute, when calling from within the Netherlands)
• Your OV-chipkaart will be protected against misuse from the next day
• The date on which your NS season ticket ends will remain unchanged
• It takes the OV-chipkaart customer service department a maximum of 10 working days to deliver your replacement OV-chipkaart. This period starts once they have received your application for a replacement card.
• NS tickets that are bought while you are waiting for a replacement card can be declared to NS from the first day.

What you should do if your OV-chipkaart is defective:

• Get the NS service desk to check your card
• The service desk employee will tell you what you need to do to continue your journey and how you can apply for a replacement OV-chipkaart, if necessary
• NS tickets that are bought while you are waiting for your replacement card can be declared to NS from the first day

What you should do in the event of loss or theft:

• Your season ticket has been loaded onto your OV-chipkaart. You should therefore get your card blocked as quickly as possible and ask for a new OV-chipkaart straight away from the OV-chipkaart customer service desk via 0900-0980 (€0.10 per minute, when calling from within the Netherlands)
• Your OV-chipkaart will be protected against misuse from the next day
• The date on which your NS season ticket ends will remain unchanged
• It takes the OV-chipkaart customer service department a maximum of 10 working days to deliver your replacement OV-chipkaart. This period starts once they have received your application for a replacement card.
• If it takes more than 10 working days before you receive your new OV-chipkaart plus season ticket, you can declare any ticket discounts that you have missed to NS from that moment onward

What you should do if your OV-chipkaart is defective:

• Get the NS service desk to check the card
• The service desk employee will tell you what you need to do to continue your journey and how you can apply for a replacement OV-chipkaart, if necessary
• Discounts that you miss on NS tickets that are bought while you are waiting for your replacement card can be declared to NS from the first day

What you should do in the event of loss or theft:

• Your season ticket has been loaded onto your OV-chipkaart. You should therefore get your card blocked as quickly as possible and ask for a new OV-chipkaart straight away from the OV-chipkaart customer service desk via 0900-0980 (€0.10 per minute, when calling from within the Netherlands)
• Your OV-chipkaart will be protected against misuse from the next day
• The date on which your NS season ticket ends will remain unchanged
• It takes the OV-chipkaart customer service department a maximum of 10 working days to deliver your replacement OV-chipkaart. This period starts once they have received your application for a replacement card.
• If it takes more than 10 working days before you receive your new OV-chipkaart plus off-peak season ticket, you can declare any ticket discounts that you have missed to NS from that moment onward

What you should do if your OV-chipkaart is defective:

• Get the NS service desk to check your card
• The service desk employee will tell you what you need to do to continue your journey and how you can apply for a replacement OV-chipkaart, if necessary
• The NS service desk wil give you a provisional off-peak season ticket on paper. This lets you to travel with a discount while waiting for your replacement OV-chipkaart

What you should do in the event of loss or theft:

• Your season ticket has been loaded onto your OV-chipkaart. If you use it as a pre-paid e-purse for travel by bus, tram and/or metro, get it blocked by OV-chipkaart Customer Services as quickly as possible via telephone number 0900-0980 (€0.10 per minute, when calling from within the Netherlands)
• Your OV-chipkaart will be protected against misuse from the next day.
• For a replacement OV-chipkaart with your NS or public transport annual general or route-specific season ticket, please contact the Abonnementen (season tickets) department of NS Customer Services via 0900-8301 (€0.10 per minute, when calling from within the Netherlands) or download the Aanvraagformulier duplicaat Jaarabonnement  (application form for a season ticket copy, available in Dutch only).
• The date on which your NS season ticket ends will remain unchanged.
• You cannot withdraw an application for a replacement card
• We need 10 working days to deliver your replacement card
• NS tickets that are bought while you are waiting for a replacement card can be declared to NS from the first day.

What you should do if your OV-chipkaart is defective:

• Get the NS service desk to check the card
• The service desk employee will tell you what you need to do to continue your journey and how you can apply for a replacement OV-chipkaart, if necessary You can also download and send the Aanvraagformulier duplicaat Jaarabonnement yourself (Application form for an annual season ticket copy, available in Dutch only).
• NS tickets that are bought while you are waiting for your replacement card can be declared to NS from the first day.

What you should do in the event of loss or theft:

• You should get your card blocked as quickly as possible and ask for a new OV-chipkaart straight away from the OV-chipkaart customer service desk via 0900-0980 (€0.10 per minute, when calling from within the Netherlands)
• Your OV-chipkaart will be protected against misuse from the next day.
• It takes the OV-chipkaart customer service department a maximum of 10 working days to deliver your replacement OV-chipkaart. This period starts once they have received your application for a replacement card.

What you should do if your OV-chipkaart is defective:

• Get the NS service desk (or the service desk of another public transport company) to check your card
• The service desk employee will tell you what you need to do to continue your journey and how you can apply for a replacement OV-chipkaart, if necessary
• Any remaining credit balance will be paid back into your account.

What you should do in the event of loss or theft:

• Because the OV-chipkaart Customer Services department does not have your details, the card cannot be blocked. You will not be given a replacement card either and any remaining credit on the card cannot be paid back into your account
• You can buy a new OV-chipkaart

What you should do if your OV-chipkaart is defective:

• Get the NS service desk (or the service desk of another public transport company) to check your card
• The service desk employee will tell you what you need to do to continue your journey and how you can apply for a replacement OV-chipkaart, if necessary

Any remaining credit balance will be paid back into your account.

If your OV-chipkaart is stolen, lost or defective, you will have to wait a little while for your replacement card. In many cases, you will be entitled to reimbursement of replacement tickets that you buy or discounts you miss out on during that period. You can read about the terms and conditions for this here and the way that your money can be refunded.

General terms and conditions

• You are only entitled to reimbursement of journeys (or discounts on journeys) in the same class as your NS season ticket.
• You can submit your claim up to 1 month after receiving your replacement OV-chipkaart with your NS season ticket on
• You can submit claims for journeys made using an anonymous OV-chipkaart, e-tickets or paper tickets. The address is: NS Klantenservice, Afdeling Abonnementen, Postbus 2368, 3500 GJ Utrecht (NL)

Additional conditions for NS/OV-Jaarabonnement and Jaartrajectabonnement (annual general or route-specific season tickets)

• Your request form for a copy of the annual season ticket must have been received by the NS customer service department within 3 working days.

 Refund claims based on travel information using an anonymous OV-chipkaart

• In your letter requesting reimbursement, please state the card number of the anonymous OV-chipkaart that you used temporarily for travelling.
• In the same letter, please state the period for which you are submitting the claim
• NS can use your check-in and check-out details to see the refund amount to which you are entitled.

 Refund claims based on e-tickets

• You can temporarily order e-tickets for your train journeys, stating the initials, name and date of birth that have been registered for your NS season ticket
• In the letter requesting reimbursement, please state the initials, name and date of birth that you used for your e-tickets.
• In the same letter, please state the period for which you are submitting the claim
• NS can use the recorded purchases of e-tickets to see the refund amount to which you are entitled.

Refund claims based on paper tickets

Send your paper tickets along with a letter or (in the case of NS/public transport annual general or route-specific season tickets) the appropriate form to NS customer services

Address for NS Customer Services

NS Klantenservice

Afdeling Abonnementen

PO Box 2368

3500 GJ Utrecht (NL)