Frequently Asked Questions
If you have any questions about the test, select the question topic below to find the answer quickly.
About the pilot
Why does NS organise this pilot for checking in and out with debit and credit cards?
NS invites a select number of people to take part in this pilot. This way we can learn from their experiences and see what goes well and what needs improvement. This allows us to make certain changes before we invite all full fare passengers to check in and out with their debit or credit card.
Can anyone check in and out with a debit card during the pilot?
We can only allow a limited number of passengers to take part in the pilot. If you want to participate, sign up from 15 to 22 August. You can sign up at Amsterdam Centraal (City centre, main entrance and IJ entrance near the ferry), Rotterdam Centraal (City centre), Den Haag Centraal, Utrecht Centraal (Jaarbeurs and City centre), 's-Hertogenbosch and Delft from 10.00 to 19.00 every day. Make sure to bring the debit card that you want to use for the pilot. After signing up, you will be able to use your debit card to check in and out on all NS routes from 29 August.
What do I need in order to travel with my contactless debit card?
To take part in the pilot, you must meet all requirements:
- You must be 18 years or older and travel 2nd class without discount or season ticket.
- You must have a contactless debit card from ABN AMRO, ASN Bank, bunq, ING, Rabobank, RegioBank or SNS, and all contactless credit cards from Mastercard or Visa. International contactless debit cards and credit cards from Maestro, V PAY, Mastercard or Visa can also be used. This also includes a smartphone or smartwatch to which one of these debit or credit cards is linked.
- You must have an activated contactless debit or credit card. If you have just received a new contactless debit or credit card from your bank, you will need to activate it first. This is very simple - all you need to do is make an initial payment in a supermarket or shop.
- You must register your debit/credit card between 15 August and 22 August at one of the following stations:
- Amsterdam Centraal (main entrance city side and IJ-zijde near the ferry)
- Rotterdam Centraal (city side)
- Den Haag Centraal
- Utrecht Centraal (Jaarbeurs side and city side)
You can register daily between 10.00 and 19.00. Once there, we'll ask you to fill out the registration form so we can keep in touch about anything regarding the pilot. After registration you will be able to travel with your debit/credit card on all NS routes in the Netherlands.
How long will the pilot take?
The pilot starts on 29 August and is expected to run until 1 November 2022. As a reward for helping us out with this pilot, you're able to travel 1st class with a registered debit/credit card without any surcharge (you’ll pay the full fare for 2nd class).
You can travel 1st class without a surcharge until 1 November, even if NS extends the pilot beyond 1 then.
Can I also travel with other carriers using my debit card during the pilot?
The pilot is only taking place with NS. In the meantime, other carriers are taking steps as well to make travelling on a debit card possible. You can visit OVpay.nl to find out where else you can travel at the moment on your debit card.
Tip: if you travel not only with NS, but also with another rail carrier with which you cannot yet use a debit/credit card, then use an OV-chipkaart or individual ticket for the whole journey. This will help to ensure that you do not end up paying too much.
Can I continue to travel with my debit card after the test?
That is our intention, but we will notify you of the definitive decision at the end of the pilot. So keep an eye on the ns.nl/betaalpas page.
Checking in and checking out with your debit/credit card
How does it work?
You check in with your registered debit or credit card at a NS gate or post when you start your journey. At the end of your journey with NS you check out using the same card. The next day the total cost of all trips made during one day will be deducted from your bank account or credit card balance. You will pay the full fare for 2nd class, but are allowed to travel 1st class with NS on any journey made with your debit or credit card until 1st November.
Can I check in and out at any gate or post at the station?
Yes, you can check in and out at any NS gate or post marked with the contactless payment logo, as long as your card is registered for the pilot.
Can I use my debit card for other purchases between checking in and checking out, such as buying a sandwich or a cup of coffee?
Yes, that is not a problem.
Can I travel with a companion during the debit card pilot?
No, each traveller must have their own debit card or OV-chipkaart to travel on public transport. You cannot travel together with a companion using the same debit or credit card and no discounts apply.
How can I be sure that I have checked in or out properly?
When checking in or out at gates or poles, you will see a notification 'IN Betaalpas' or 'UIT Betaalpas' (or credit card, if you are travelling with one of those). When you use a foreign card the notification will be in English. You can also download the OVpay App from www.ovpay.app and link your debit or credit card to it (after first making and paying for a journey), so that you can always see whether you are checked in and what your journey has cost. Finally, you can ask a service worker or conductor to scan your card to confirm that you have checked in/out properly.
Why have the card readers on the gates and poles changed?
NS is conducting a pilot to test contactless checking in and out using debit or credit cards for passengers using NS stations throughout The Netherlands. Our aim is to simplify rail travel even further and provide an extra option for paying for your travels. To make this possible, all poles and gates have been technologically upgraded to make them suitable for this purpose, and have been labelled with the contactless payment logo.
Which debit cards can I use to travel with?
You can use a contactless debit card from ABN AMRO, ASN Bank, bunq, ING, Rabobank, RegioBank or SNS, and contactless credit cards from Mastercard or Visa. International contactless debit cards and credit cards from Maestro, V PAY, Mastercard or Visa can also be used. This also includes a smartphone or smartwatch to which one of these debit or credit cards is linked.
If I have reached the 50 euro limit for contactless payment, can I continue to travel using my debit card?
Yes, you can. This limit does not apply to using your debit card on public transport. This means that you can continue to travel without having to enter your PIN code.
Please note: the usual contactless payment limit continues to apply to other non-public transport payments.
I try to check in with my debit or credit card, but it keeps on failing. What can I do?
There can be multiple reasons for this. Please pay attention to the notification on the display of the gate or pole you are at.
- You didn’t register your card for the pilot before 22nd August 7pm. Only cards that are registered can be used during the pilot phase between 29th August and 1st November.
- Your card has been blocked for usage in public transportation because an earlier payment has failed, for example due to lack of funds. You will not be allowed to use your card for checking in and out until the debt has been paid off. When your card is blocked for usage in public transportation, this does not negatively impact the use of your card for other payments. See ‘My card has been blocked for usage in public transportation. How do I solve this?’
- Contactless payments have been disabled for this card.
Will I be charged as soon as I check in with my debit or credit card?
No, when checking in you will not be charged. At the end of the day we will add up the costs of all trips made in public transportation nationwide during that particular day. This amount will then be deducted from your bank account or credit card balance. In some cases, however, you might see a €0 reservation in your account (depending on the card issuer), but even then you will only be charged at the end of the day.
Can I keep my debit and creditcards and my OV-chipkaart all in the same wallet when checking in and out?
No, you can't. Please make sure you keep your contactless cards and OV-chipkaart all separate and not in the same purse, wallet or phone case when checking in or out. Always take out the card you want to use, so you will pay the right fare and the system won’t charge the wrong card.
Costs and billing
The travel cost amount on my bank or credit card statement seems to be incorrect. What can I do about it?
The deducted amount is the total amount for all of the journeys you made on all forms of public transport the previous day. You can view the cost per journey at https://reisoverzicht.ovpay.nl/. For this you will need to enter the reference number (NLOV followed by 14 digits, shown on your bank statement) and the total amount charged.
It is possible that a correction fee (€ 20 with NS) has been charged due to a missing check-in or check-out. If this is the case, then you can find out how to correct this by reading 'How to correct a missing check-in or check-out'. The other possibility is that you checked out using a different debit card than the one you checked in with, creating two incomplete journeys, each with a correction fee. If this is the case, find out how to correct it by reading 'I checked out with a different debit card than the one I checked in with. What should I do?'
If you do not agree with the price of a journey you made with NS, please contact NS Customer Service. Tip: use the chat function for this. You will then be able to send a screenshot and this will help to resolve the issue more quickly.
If you travelled with a different public transport provider than NS and have a question about the cost of this journey, please contact the customer service department of the provider concerned.
When will the cost of the journey be debited from my bank account?
At night, the cost of all the public transport journeys you made that day using your debit or credit card are combined. You will be able to see the total amount on your bank statement or credit card overview the day after your journey. You can recognise these transactions because they begin with the letters NLOV. Therefore, please ensure that there is enough money in your account to pay for all of your public transport journeys. After a failed payment, your card will be blocked for further public transport journeys.
I was charged twice in one day for travelling using my debit card. How has this happened?
Generally, all public transport journeys that take place on one day are debited as a total amount from the debit or credit card at the end of the day in question. An exception to this is if your travel costs amount to more than € 50 - in this case, the debit will take place during the day. If you continue to travel after this debit has taken place, then you will see two debits: one on the day of travel, and one after the day of travel.
If you have used two different debit cards that are linked to the same account (for example a plastic debit card and a mobile debit card), then you will also see a separate debit for each of the debit cards on your bank statement. Please make sure that you check out using the same plastic debit card, mobile debit card or smartwatch that you used for checking in. This will help to ensure that you do not end up paying too much.
How can I view my travel history?
You can easily link your debit card to the OVpay App, so you can always see whether you're checked in, which journeys you've made, and how much they cost.
Perhaps you would rather not create an account, or you are also using your debit card to travel with other providers. In that case, visit https://reisoverzicht.ovpay.nl/ to view the journey details for a specific payment.
How do I know what my journey costs after checking out?
You won't see the cost of your journey at the pole or gate. If you want to know right away what your trip has cost, you can find out in your OVpay App after you’ve linked your debit card, credit card, mobile or smart watch to it (after first making a trip and paying for it). If you do not want to create an account, you can see a travel overview for a specific day by visiting https://reisoverzicht.ovpay.nl/.
Is my journey visible on my bank statement or credit card statement?
No, none of your journey details are visible on your bank statement or credit card statement. You only see the total amount debited for one day's travel on public transport.
You can look up the details of these journeys on https://reisoverzicht.ovpay.nl/. You can also use the OVpay app, which you can find at ovpay.nl/app.
What does it cost to travel with your debit card or credit card?
The price for your journey will be comparable to travelling on your OV-chipkaart without a discount or season ticket. In other words, you pay the usual 2nd class fare. Because we're grateful for your help in testing, you can travel 1st class up until November 1st without any extra charges.
NS does not charge any extra for using your debit card and credit card. This means that travelling with your debit card or credit card is often cheaper than buying an individual ticket from the ticket machine.
What do I pay for a missed or failed check-in or check-out?
If you miss a check-in or check-out, we cannot calculate the price of your journey. You will therefore be charged the correction fee. At NS, this is € 20. You can contact the OVpay customer service desk by phone to correct this. See the question: 'I forgot to check out. How can I correct this?'
Can a conductor see the test participants' personal details when checking their ticket?
The conductor can only see if the debit card was used to check in, and when and where it was used. They cannot view your other personal or banking details.
Can banks see how participants travel?
No, paying for your travel is similar to paying for your shopping at the supermarket. Only the total amount, the debiting organisation (OVpay) and the payment reference (starting with NLOV) are shared with the bank. We do not share the journey you have made as pilot participant. Similarly, public transport does not have access to any details about your account (such as bank account number, balance/spending limit), or to the name and address of the cardholder.
How safe is it to use my debit card for travelling on public transport?
Using your debit card for public transport travel is just as safe as using it for contactless payment. However, we do advise you to take care when using your debit or credit card. If you lose your debit or credit card, notify your bank or credit card provider immediately. You can usually block your card yourself by means of your bank or credit card provider's mobile app.
Products and services
Can I also use door-to-door services such as the OV-fiets, bicycle storage or discounts on P+R parking with my debit or credit card?
No, you can only use your debit or credit card for train journeys in without discount (season ticket). If you want to use door-to-door services, you will need an OV-chipkaart.
Can I take ICE International trains within The Netherlands when checking in and out with my debit or credit card?
Yes, but this train service requires a supplement which you will need to buy in advance, either online (e-ticket) or at a ticket machine.
Can I take high speed Intercity Direct trains when checking in and out with my debit or credit card?
Yes, but for the moment you will still need an OV-chipkaart to buy the required single-use supplement at a Supplement Pole on the train platform when you travel between Schiphol Airport and Rotterdam Central. Alternatively, you can buy a supplement ticket online (e-ticket) or at a ticket machine. In the near future the Supplement Poles on the platform will accept contactless debit or credit cards as well.
Can I use my season ticket or other discounts while checking in and out with my debit or credit card?
No, contactless travel is only for 2nd class full fare trips. Until 1st November you pay the 2nd class fare but are allowed to travel 1st class.
Which class can I travel in with my debit or credit card?
Contactless travel is only for 2nd class full fare trips. Until 1st November you pay the 2nd class fare but are allowed to travel 1st class.
Problems during your journey
I had a delay during my journey. Can I request a refund?
Yes, you can request a refund if you are eligible based on the NS 'Refunds for delays' scheme. Use the refund request form to request a refund.
I used my phone to check in with my mobile debit card, but my phone is flat. What should I do?
Make sure that your phone is charged when travelling, so that your ticket can be checked.
If you are unable to check out because your phone is flat, we will not be able to calculate the right fare and will charge you a €20 correction fee. You can contact the OVpay customer service desk by phone to correct this: dial 0900-1433 on working days between 07:00 and 20:00, or on weekends and bank holidays between 10:00 and 16:00 hr. Make sure you have the following details ready: the reference number displayed on your bank statement (NLOV followed by 14 digits) and the total amount deducted. The excess amount will then be refunded within a few days.
My card was damaged/lost/stolen and I would like to use a different card for the pilot. What can I do?
If you lose your card, please notify your bank or credit card company. They will block your card so that you can no longer make payments with it. You can usually do this yourself via your bank's or credit card company's mobile app. Unfortunately, you will not be able to use another card once registration has closed.
My debit/credit card has been blocked for public transport. How can I solve this?
If your debit or credit card issuer has not put a total block on your card (e.g. because your card has been reported lost or stolen), you may have been blocked from using it for public transport because of a failed payment. You might have had insufficient funds in your account or may have reached the spending limit on your credit card. When that happens, you will not be able to use that card to travel by public transport.
You can easily solve this by ensuring that you have sufficient funds in your account or a sufficient spending limit on your credit card. When you tap your card on a card reader, we will automatically make an attempt to collect the outstanding amount. If this is successful, you can check in and be on your way within a few minutes (15 minutes max.). As long as your public transport debt has not been settled, we will automatically make repeated attempts to collect the outstanding amount.
Good to know: your card will only be blocked for public transport. You can still use your card for other purchases, unless you have insufficient funds or have reached your spending limit for other purchases as well.
I can't check in. Why is this?
I have not used my debit/credit card to travel before
There may be various reasons why you cannot check in. We will always try to tell you the reason on the display of the card reader. Please note that you're able to check in and check out with your debit/credit card from August 29th on, but only if you registered to take part in the pilot between August 15 and August 22.
Always check whether your card is contactless and whether it was issued by one of the participating banks/credit card companies (see "Which debit/credit cards can I travel with?")
I have used my debit/credit card to travel before
If you have used your debit/credit card to travel before but cannot check in anymore, your card may have been blocked for travel because you could not pay for your previous trips. Please check your balance or the spending limit on your account. If you tap your card on a card reader, we will try to collect the outstanding amount right away. If this is successful, you will be able to check in again and be on your way within a few minutes (15 minutes max.).
If we cannot collect the outstanding amount, you can still use your OV-chipkaart or buy an e-ticket. As long as your public transport debt has not been settled, we will automatically make repeated attempts to collect the outstanding amount overnight.
My train was cancelled because of a disruption and I won't be travelling. What will happen with my check-in?
Just like with an OV-chipkaart, if you check out at the same station within 60 minutes, the trip is cancelled and no fee is charged. If you check out at the same station after more than 60 minutes, a €20 correction fee will be charged.
Please contact Customer Service to have this fee refunded if you did not travel. Tip: use the chat. This will let you send a print screen, making it easier to solve the issue.
I forgot to check out. How can I correct it?
If one of your trips is incomplete because of a missing check-in or check-out, we will charge a EUR 20 correction fee. After paying this fee, you can contact the OVpay customer service desk by phone to correct this: dial 0900-1433 on working days between 07:00 and 20:00, or on weekends and bank holidays between 10:00 and 16:00 hr. Make sure you have the following details ready: the reference number displayed on your bank statement (NLOV followed by 14 digits) and the total amount deducted. The excess amount will then be refunded within a few days.
I accidentally used two different cards to check in and check out. What should I do?
Because you will have effectively made one trip without checking out and one trip without checking in, we will charge a €20 correction fee for each incomplete trip. You can contact the OVpay customer service desk by phone to correct this: dial 0900-1433 on working days between 07:00 and 20:00, or on weekends and bank holidays between 10:00 and 16:00 hr. Make sure you have the following details ready: the reference number displayed on your bank statement (NLOV followed by 14 digits) and the total amount deducted. The excess amount will then be refunded within a few days.
I checked in by accident with my mobile debit card but wanted to check in with a barcode (e-ticket), what should I do?
If you notice as soon as you have checked in, you can cancel the accidental check-in free of charge by checking out again within 60 minutes at the same station.
If you only realise after completing your journey and have therefore made an incomplete journey using your debit card, we will apply a correction fee of € 20. After paying this fee, you can contact the OVpay customer service desk by phone to correct this: dial 0900-1433 on working days between 07:00 and 20:00, or on weekends and bank holidays between 10:00 and 16:00 hr. Make sure you have the following details ready: the reference number displayed on your bank statement (NLOV followed by 14 digits) and the total amount deducted. The excess amount will then be refunded within a few days.
A handy tip: if you would like to travel using an e-ticket on your mobile phone, always upload your ticket into the NS app (instead of using a PDF or screen image). This will help prevent the card reader at the pole or gate picking up your mobile wallet NFC and checking you in with your mobile debit card by accident.
I want to use my barcode (e-ticket) on mobile to open the gate, but I can't because my mobile wallet pops up every time. Why is this happening?
If you have a mobile phone with a virtual debit or credit card in your wallet, the pole or gate will keep detecting the NFC as soon as you hold your telephone up to the card reader.
Using an e-ticket on your mobile for your trip? Always upload your ticket into the NS app (instead of using a PDF or screen image). NFC is suppressed from the NS app, enabling you to open the gate with your barcode.
If you have purchased an e-ticket from another provider instead of NS, check whether you can use a ticket app from this provider to suppress the NFC. Alternatively, it is possible on some Android mobile telephones to temporarily disable NFC. Check your telephone's settings to see whether this will work for you.
If you can't find the answer you're looking for, please feel free to ask our Customer service.
In- en uitchecken voor je treinreis bij NS was nog nooit zo makkelijk.
Over de proef
De manier van in-en uitchecken gaat veranderen en dat willen we testen!
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