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Frequently asked questions about the OV-ebike

Do you have questions about renting an OV-ebike, experience problems while you are out, or want to know something about the bike itself? On this page you will find all frequently asked questions about the OV-ebike.

How renting an OV-ebike worksHow the lock works

Renting and payment

Can I reserve an OV-ebike?

No. You cannot reserve an OV-ebike. You can check availability in the NS app.

How do I pay for an OV-ebike?

You rent an OV-ebike using a personal chip card that has a free OV-fiets subscription or an NS Flex subscription. You can also use your NS-Business Card. The costs for using the OV-ebike are automatically debited from your account each month.

How much does it cost to rent an OV-ebike?

You rent an OV-ebike for € 13,50 per 24 hours. After three days (72 hours) you pay an extra € 5 per day. You can rent the OV-ebike for a maximum of seven days.

Can I rent more than one OV-ebike?

Yes. You can rent up to two OV-ebikes at a time. The service staff will scan your OV-chipkaart or NS-Business Card twice.

How can I tell if I can rent an OV-ebike with my NS-Business Card?

Here’s how to see whether you can rent an OV-ebike with your NS-Business Card:

  1. Log in to Mijn NS Zakelijk voor kaarthouders and click ‘Mijn NS-Business Card’.
  2. Check whether the 'OV-fiets' service is switched on or off. Useful to know: 'on' means you can use the service. You only pay when you actually rent an OV-fiets or OV-ebike.
  3. Is 'OV-fiets' switched off? Ask your employer to enable the service in Mijn NS Zakelijk voor contactpersonen under ‘Kaarten en kaarthouders beheren’. If you are self-employed, enable it yourself.

Returning

Can I return the OV-ebike at a different location?

Unfortunately that is not possible. You must return the OV-ebike at the same location where you rented it.

Can I return the OV-ebike after closing time?

No, that is not possible. You can only return the OV-ebike during the bicycle storage's opening hours.

I received a message saying the bike was not returned.

We're sorry to hear that. Please contact our Customer Service. We will be happy to help you.

Always lock the ring lock of the bike inside the OV-fietszone at the rental location. Only then will your rental end.

About the bike lock

I can't open the lock

Watch the light on the lock as you try to open the bike.

The light flashes red and emits an error sound

Are you still at the rental location? Then you do not have an OV-fietsabonnement on your pass. So you cannot rent a bike with this pass.

Are you on your way? Then the bike you are trying to open is probably not the one you rented.

The light flashes purple

Check that the lock has been opened properly. If not, try closing and opening the lock again.

Still not working?

Then please contact NS Customer Service.

How do I open the lock?

Start the rental at the rental location

The rental starts as soon as you open the lock at the rental location.

  1. Always check beforehand whether the bike's ring lock is closed (lever down). This stops you taking a bike that someone else still has rented.
  2. Hold your OV-chipkaart against the lock. The lock will open and the rental starts.

Opening the lock while you're out

Your bike's lock opens only with your own OV-chipkaart.

  1. Hold your OV-chipkaart against the lock. It only opens with your card.
  2. Press and hold the button, then release the chain.

How do I lock the bike lock?

Locking the bike while out and about

You can lock the bike as often as you like while out and about. Do it like this:

  1. Hold down the button to release the chain and secure the bike
  2. Fasten the bike to something with the chain lock. Put the chain back into the lock.
  3. Press the button briefly afterwards. The light on the lock will flash green. Close the frame lock by pushing the lever on the right-hand side down.

Stopping your rental at the rental location

  1. Place the bike in the OV-fiets zone at the rental location.
  2. Press the button briefly. The light will flash green.
  3. Close the lock by pushing the lever on the right-hand side down.
  4. Check that the frame lock is properly closed. Your rental ends as soon as you close the frame lock in the OV-fiets zone at the rental location. The light on the lock will then flash blue.

Report a problem

My OV-ebike has been lost or stolen.

Contact our Customer Service immediately to stop your rental. This will prevent a large fine

Then email us at info@ov-fiets.nl with the subject 'OV-ebikegestolen'. Include in your email:

  • the OV-fiets number. You can find this in Mijn NS under Journey details. If you do not use Mijn NS, include your OV-chipkaart number.
  • the rental location
  • the date and time when the bike was stolen.

Tip: link your OV-chipkaart to Mijn NS so you always have an overview of your bike rides.

My OV-ebike is broken.

Report the damage at the rental location or email Customer Service at info@ov-fiets.nl with the subject 'OV-ebike kapot'. Always include the bike number, which is on the mudguard.

The OV-ebike has a flat tyre.

Return the OV-ebike to the rental location. You can also have the OV-ebike collected for a fee of € 50,-.

The bike is very hard to pedal.

If the bike is faulty you can exchange the OV-ebike at your rental location for another OV-ebike free of charge within 10 minutes.

The electric assistance is not working and my OV-ebike shows error code W013.

This error occurs because you had your foot on the pedal while switching the bike on or off. Switch the bike off briefly and then switch it on again. Keep your foot off the pedal when you press the on/off button.

The OV‑ebike

How fast can the OV‑ebike go?

The OV‑ebike supports up to a maximum of 25 km per hour.

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 is rented out with a full battery. In eco mode you can cycle 110 km and in the highest assistance level about 50 km. With normal use the range is around 70 km.

You can still cycle comfortably on the OV‑ebike with an empty battery.

Are the OV-ebikes safe?

The OV‑ebike meets all required quality standards.

Can I charge the battery myself?

No, you cannot charge the battery yourself. You will always receive an e‑bike with a fully charged battery.

Does the OV‑ebike have GPS tracking?

Yes, the OV‑ebike comes standard with GPS tracking. The data is not linked to personal details. GPS tracking is used to provide insight into usage, journey distances and speed, and to trace the OV‑ebike if it is stolen.