Forgot to check out
You can still check out up to six hours after checking in at a gate or reader. Hold your card to the check-out side of the gates to do this.
If you cannot still check out, you pay a standard amount for your journey. This is called a correction fee or boarding fee.
Did you pay too much? You can request a refund for your journey from us. This can be done a maximum of three times a year. How you checked in determines how you request your refund.
Automatic refund
Do you have an NS Flex season ticket? Then we estimate where you should have checked out, due to your previous trips. And you will automatically be refunded the difference in costs.
Even if you travel on balance, we can automatically refund the difference in costs. In that case, you must first give us permission in Mijn NS.
Requesting a refund yourself
Are we unable to automatically adjust your journey for you? Then ask for a refund yourself in Mijn NS via the refund form. You will find this form in your travel history from 48 hours after your journey.
You will receive the excess amount paid into your account within 14 days.
Go to Mijn NS
Do you not have Mijn NS? Or did you travel with another carrier? Then you can request a refund via uitcheckgemist.nl.
OV-pas (can be recognised by the notch)
Did you forget to check out with your OV-pas? Then you can (still) only adjust your missed check-out via the OVpay app. This can be done from 6 hours after your journey.
Automatic refund
We try to automatically adjust your forgotten check-out. We estimate where you should have checked out, due to your previous trips. You will then automatically be refunded the difference in costs on your next invoice. We will also send you an e-mail about this.
Requesting a refund yourself
Sometimes we cannot predict your final destination. In that case we will let you know by e-mail. You can then change your journey yourself in Mijn NS Zakelijk. This can be done up to 6 months after your journey.
To Mijn NS Zakelijk
Did you forget to check out with your debit card? From 6 hours after your journey, you can adjust the missed check-out with OVpay.
- Go to your travel overview on OVpay.nl
- Look up your trip with your NLOV reference number and the amount deducted
- Fill in the missing end station
The overpayment will be refunded to your account within 5 days.
Go to the OVpay website
Missed check-in
If you did not check in, you are travelling without a valid ticket. You may receive a fine. What you can do depends on your situation.
Still at the station and forgot to check in? Then walk back to a gate or barrier to check in. Scan your pass at the check-in side of the gates.
Not sure whether you have checked in? You can check this by checking in again within 100 seconds.
Were you already checked in? You will see this on the display. If you weren't checked in, you are now.
Are you already on the train and not checked in? Then you don't have a valid ticket. You can then be fined. Even if you buy another ticket during the journey. Report to the conductor as soon as possible.
Do you have an OV-chipkaart? You can amend a missed check-in from 48 hours after your journey via Mijn NS.
This is not possible for the OV-pas (card with a notch). To amend a missed check-in for your OV-pas, go to ovpay.nl.
Go to Mijn NS
Never forget to check out again?
Turn on check-in and check-out notifications in the NS app. You will receive a push notification as soon as you have checked in or checked out. This lets you immediately check whether it worked and see the fare for your journey.
How to turn on notifications
There was another problem when checking in or out
Sometimes you did check in and out but still paid too much. You can often request a refund for that.
Accidentally checked in or out with my debit card
Sometimes you accidentally check in or out with your debit card. In many cases, you can then get money back. Fill in the questionnaire and you will know immediately.
Start the questionnaire
Missed check-out on other carrier
You can adjust your missed check-in or check-out with the other carrier via uitcheckgemist.nl (for OV-chipkaart) or the OVpay app (for OV-pay). Did you not travel with this carrier? Then enter the same station at the check-in and check-out location.
Bus, tram and metro with NS-Business Card
If you travelled by bus, tram or metro with your NS-Business Card, you can adjust your missed check-in or check-out via our form. Please do this no sooner than 9 days after your journey.
If you check in and check out more than 60 minutes later at the same station, we assume you have travelled in the meantime. Therefore, you will then pay a correction or boarding fee.
Were you unable to make your journey due to a delay?
Then easily ask for your money back via the Refund for delays form.
Accidentally checked in at an NS pole
Did you accidentally check in at one of our poles or barriers, but did not travel with us? Then you can request a refund via our Customer Service.