Frequently asked questions about the OV-ebike
Do you have questions about renting an OV-ebike, are you experiencing problems on the road, or would you like to know more about the bike itself? On this page, you will find all frequently asked questions about the OV-ebike.
Rental and payment
Can I reserve an OV-ebike online?
Can I reserve an OV-ebike online?
No, you cannot reserve an OV-ebike online. However, you can check availability in the NS app.
No, you cannot reserve an OV-ebike online. However, you can check availability in the NS app.
How do I pay for an OV-ebike?
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. Or with your NS-Business Card. The costs for using the OV-ebike will be debited from your bank account at the end of the month.
You can rent an OV-ebike using a personal OV-chipkaart with a free OV-fietsabonnement or a Flex season ticket. Or with your NS-Business Card. The costs for using the OV-ebike will be debited from your bank account at the end of the month.
How much does it cost to rent an OV-ebike?
How much does it cost to rent an OV-ebike?
You can rent an OV-ebike for €13 per 24 hours. After 3 days (72 hours), you will be charged an additional €5 per hour.
You can rent an OV-ebike for €13 per 24 hours. After 3 days (72 hours), you will be charged an additional €5 per hour.
Can I rent more than one OV-ebike at the same time?
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. The employee will then scan your OV-chipkaart or NS-Business Card twice.
Yes, you can rent a maximum of two OV-ebikes at one time. The employee will then scan your OV-chipkaart or NS-Business Card twice.
How do I know if I can rent an OV-ebike with my NS-Business Card?
How do I know if I can rent an OV-ebike with my NS-Business Card?
Zo zie je of je met je NS-Business Card een OV-ebike mag huren:
Here's how to see if you can rent an OV-ebike with your NS-Business Card:
- Log in to Mijn NS Zakelijk for cardholders and click on “My NS-Business Card”.
- Check whether the “OV-fiets” service is enabled or disabled. Good to know: “enabled” means that you can use the service. You only pay when you actually rent an OV-fiets or OV-ebike.
- Is “OV-fiets” turned off? Then ask your employer to turn on this service in Mijn NS Zakelijk for contacts under “Manage cards and cardholders”. Or do this yourself if you are self-employed.
Zo zie je of je met je NS-Business Card een OV-ebike mag huren:
Here's how to see if you can rent an OV-ebike with your NS-Business Card:
- Log in to Mijn NS Zakelijk for cardholders and click on “My NS-Business Card”.
- Check whether the “OV-fiets” service is enabled or disabled. Good to know: “enabled” means that you can use the service. You only pay when you actually rent an OV-fiets or OV-ebike.
- Is “OV-fiets” turned off? Then ask your employer to turn on this service in Mijn NS Zakelijk for contacts under “Manage cards and cardholders”. Or do this yourself if you are self-employed.
Returning the bicycle
Can I return the OV-ebike to another location?
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.
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?
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.
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?
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.
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?
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.
In this case, please contact customer service.
Report a problem
My OV-ebike key is lost or stolen.
My OV-ebike key is lost or stolen.
Report the loss or theft to the police immediately and send an e-mail to info@ov-fiets.nl 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
Postbus 2572
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. 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 info@ov-fiets.nl, with the subject line 'OV-ebike key lost or stolen'. You will be billed for the cost of a new key. These costs are listed in the OV-ebike price list.
Report the loss or theft to the police immediately and send an e-mail to info@ov-fiets.nl 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
Postbus 2572
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. 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 info@ov-fiets.nl, with the subject line 'OV-ebike key lost or stolen'. You will be billed for the cost of a new key. These costs are listed in the OV-ebike price list.
My OV-ebike is defective.
My OV-ebike is defective.
Report the damage to the rental location or send an e-mail to info@ov-fiets.nl with the subject line 'OV-ebike defective'. Always include the bike number posted on the fender.
Report the damage to the rental location or send an e-mail to info@ov-fiets.nl with the subject line 'OV-ebike defective'. Always include the bike number posted on the fender.
The OV-ebike has a flat tyre.
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.
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?
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.
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's electrical support doesn't work, and the bike shows error code W013.
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.
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.
About the OV-ebike
How fast is the OV-ebike?
How fast is the OV-ebike?
The OV-ebike supports speeds up to a maximum of 25 km/h.
The OV-ebike supports speeds up to a maximum of 25 km/h.
Can I rent an OV-ebike with a child seat?
Can I rent an OV-ebike with a child seat?
No, you cannot 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?
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.
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?
Are the OV-ebikes safe to use?
The OV-ebike meets all of the necessary quality standards and requirements.
The OV-ebike meets all of the necessary quality standards and requirements.
Can I charge the battery myself?
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.
No, you cannot charge the battery yourself. The OV-ebike will always have a full battery when you rent it.
Is the OV-ebike equipped with GPS tracking?
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.
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.