Frequently asked questions
You might have a question about the OV-ebike. Choose the subject of your question below to quickly find the answer.
What is the OV-ebike?
An OV-ebike is a comfortable rental bicycle with electric assist for the last leg of your journey.
How do I rent an OV-ebike?
You can rent an OV-ebike using your personal OV-chipkaart with an OV-fiets season ticket.
Where can I rent an OV-ebike?
You can rent an electric OV-ebike at the stations Driebergen-Zeist, Arnhem Centraal, Groningen or Maastricht. Check the In de buurt function in the NS app or the website to see how many bicycles are still available.
How can I check how many OV-ebikes are still available?
How can I find out if there's a malfunction at my rental location?
Can I reserve an OV-ebike online?
No, you cannot reserve an OV-ebike online. However, you can check availability in the NS app.
Season ticket and costs
How can I get an OV-fiets season ticket?
If you have a personal OV-chipkaart, you can get an OV-fiets season ticket for free onlineor via Mijn NS in the NS app. You can also use this season ticket to rent an OV-ebike.
If you have an NS Flex season ticket, then you can rent an OV-ebike right away using your OV-chipkaart.
What does the season ticket cost?
Nothing; the OV-fiets season ticket is available for free.
How much does it cost to rent an OV-ebike?
You pay € 10 per rental, up to 24 hours.
I don't have a personal OV-chipkaart. What should I do now?
No problem! When you request an OV-fiets season ticket, you can also purchase a personal
OV-chipkaart at the same time.
How do I pay for an OV-ebike?
You can rent an OV-ebike using a personal OV-chipkaart with a free OV-fietsabonnement or a Flex season ticket. The costs for using the OV-ebike will be debited from your bank account at the end of the month.
I have NS Flex. Can I use it to rent an OV-ebike?
Yes, you can use your NS Flex to rent an OV-ebike right away.
Why are the costs for the OV-ebike listed under 'NS Fiets' in my NS Flex invoice?
You receive a single monthly invoice for NS Flex. The costs for all bicycle-related services are bundled under the heading 'NS Fiets'.
How much does it cost to rent an OV-ebike for longer than 72 hours?
You will pay a supplement of € 5 per 24 hours after the initial 72 hour period. This is a supplement in addition to the standard rental rate of € 10 per 24 hours.
Where can I find my invoice?
You can find it in Mijn NS. You'll receive an e-mail with a convenient overview each month.
How can I see how many times I've rented an OV-ebike?
You can view your travel history in Mijn NS. You'll receive an e-mail with a convenient overview each month.
Can I rent an OV-ebike using my NS-Business Card?
Ask your employer or check your Mijn NS Zakelijk account first to see whether you are authorised to use the OV-ebike.
How do I know how many business journeys I've taken?
You can view all of your OV-ebike journeys on the NS-Business Card invoice at the end of the month.
What do I have to pay if my OV-ebike is stolen?
If you can provide the OV-ebike key and a copy of the police report, then you will only be charged the € 70 deductible. If you cannot provide the OV-ebike key and a copy of the police report, then you will be charged a fee of € 1.750 (50% of the replacement value of the OV-ebike.)
How much do I pay for a lost key?
You will be billed for the amount of € 20 to replace a lost or stolen OV-ebike key.
Renting an OV-ebike
Can I rent more than one OV-ebike at the same time?
Yes, you can rent a maximum of two OV-ebikes at one time.
How can I rent two OV-ebikes at the same time?
Simply ask the attendant to scan your OV-chipkaart with a season ticket two times.
Can I rent an OV-ebike with an anonymous OV-chipkaart?
No, you need a personal OV-chipkaart with a free OV-fiets season ticket in order to rent an OV-ebike.
Can I rent an OV-ebike with NS Flex?
If you use NS Flex, then you can rent an OV-ebike right away.
Can I rent an OV-ebike with a child seat?
No, you cannot rent an OV-ebike with a child seat.
How far can I cycle with an OV-ebike?
The OV-ebike should have a full battery when you rent it. You should be able to cycle for 110 km in the eco setting, or around 50 km in the highest support setting. The range for normal use is around 70 km.
But you can cycle just fine on the OV-ebike even with an empty battery.
Are the OV-ebikes safe to use?
The OV-ebike meets all of the necessary quality standards and requirements.
Can I charge the battery myself?
No, you cannot charge the battery yourself. The OV-ebike will always have a full battery when you rent it. If the battery is empty, then you can get a new full battery for your OV-ebike at the storage facility.
Is the OV-ebike equipped with GPS tracking?
Yes, the OV-ebike comes standard equipped with GPS tracking. The tracking data is not linked to your personal data. GPS tracking is only used to gain insight into the use, travel distances and speeds and to trace the OV-ebike in the event of theft.
How fast is the OV-ebike?
The OV-ebike supports speeds up to a maximum of 25 km/h.
Returning an OV-ebike
Can I return the OV-ebike to another location?
No, you cannot return the bike to another location. The OV-ebike is only available for rent at four locations during the test period.
Can I return the OV-ebike after closing time?
No, you cannot return the bike rental after closing time. You can only return the OV-ebike during the storage facility opening hours.
I wasn't able to turn in the key. What can I do about it?
Please lock the OV-ebike using both locks, and place the key in the blue drop box. If possible, lock the OV-ebike to a rack or pole to prevent it from being stolen. Call customer service to close the journey and end the OV-ebike rental.
I've received a message that my bicycle has not been returned. What can I do about it?
In this case, please contact customer service.
Issues during a trip
My OV-ebike's electrical support doesn't work, and the bike shows error code W013.
This error message is generated because your foot was on the pedals when turning the bike on or off. Please turn off the bicycle, then turn it on again. This time, do not place your foot on the pedal when pressing the on/off button.
The OV-ebike has a flat tyre.
Bring the OV-ebike back to the rental location. You can also pay to have someone pick up the OV-ebike for you. The pick-up fee is € 50.
The bike is hard to pedal. Can I trade it for another bicycle?
If the OV-ebike is defective, you can trade it for another OV-ebike at your rental location within 10 minutes for free.
My OV-ebike is defective.
Report the damage to the rental location or send an e-mail to email@example.com with the subject line 'OV-ebike defective'. Always include the bike number posted on the fender.
My OV-ebike key is lost or stolen.
Report the loss or theft to the police immediately and send an e-mail to firstname.lastname@example.org with the subject 'OV-ebike stolen'.
Include the bicycle number (see bike key), the rental location and the date and time when the OV-ebike was stolen. Then send the OV-ebike key and a copy of the police report to our address:
NS Klantenservice Afdeling OV-fiets
3500 GN Utrecht
When an OV-fiets is stolen, you will be charged a deductible. You can find the deductible amount in the OV-ebike price list. If you do not send us the OV-ebike key and police report, then you will be billed for 50% of the replacement value of the OV-ebike, in accordance with Article 14 of the General Terms and Conditions. This amount is listed in the OV-ebike price list.
Has the OV-ebike key been lost or stolen?
Report the loss or theft to us by sending an e-mail to email@example.com, with the subject line 'OV-ebike key lost or stolen'. You will be billed for the cost of a new key, in accordance with Article 14 of the General Terms and Conditions. These costs are listed in the OV-ebike price list.
If you have any questions or need help, feel free to contact our Customer Service.