E-ticket

The rules in brief

• An e-ticket is issued personally, therefore it is only valid in combination with a valid proof of identity. So do not forget to bring a valid passport, identity card or driving licence with you.
• You can travel with an e-ticket in two ways: load the e-ticket in the NS app on a mobile phone or print it out on a computer. Please note: E-tickets are only valid if shown in the NS app or if they have been printed out. Screenshots or PDFs displayed on a phone are not valid travel documents.
• If you take your e-ticket with you on your phone or tablet, please make sure that your device works and is adequately charged. If you opt to print out your e-ticket, please use A4 format.
• The Terms and Conditions for Travelling with an E-ticket apply to journeys with a mobile ticket.

Checking in is not required

You do not need to check in with an e-ticket. If you are travelling to or from a station with closed gates, then go to a gate with a barcode reader and open it with the square code on the e-ticket. Keep your e-ticket until the exit of your destination station; it might be needed there to open the gates.

How can you recognise a gate with a barcode reader?

Not all gates can be opened with an e-ticket. This is only possible on a gate with a barcode reader. There is at least one gate with a barcode reader at every station. These gates can be recognised from the ‘scan ticket’ symbol on the right-hand door of the gate. 

How to open a gate with an e-ticket

Step 1: Go to a gate and open your e-ticket in the NS app or use a printed e-ticket.
Step 2: Hold the barcode on your e-ticket up against the illuminated panel on your right.
Step 3: The gate opens and you can now enter or leave the station.
Note: Display only your e-ticket from the NS app or a printed copy. Only then will the gates open. 

E-tickets are quick and easy to buy. Enter the journey details and the name(s) of the passenger(s) and then pay for the order by iDEAL or credit card. After that, you can use the e-ticket in three ways: downloaded on to your phone, printed out or loaded into the NS app.
You can use this train ticket, printed or on your phone, to open the gate at the station (that you can recognise from the ‘scan ticket’ symbol) and then get on to the train.

Journey details

After clicking on ‘Add to cart’, you can enter the details of your journey. Depending on the ticket you buy, you choose the route and day of travel, and choose first or second class

Personal information

An e-ticket is issued personally, therefore it is only valid in combination with a valid proof of identity (passport, identity card or driving licence). 
It is therefore important that the name and date of birth on the e-ticket exactly matches those on the passenger's proof of identity. Are you buying a train ticket for someone else? Then enter his or her details.

Payment

Pay safely and reliably via iDeal or a credit card. iDeal is available to customers of almost all Dutch banks.

Printing the e-ticket

Immediately after completing your order, you will receive a link that lets you download and use the e-tickets from your phone. If you want to get going right away, this is the quickest option.

You will also get a confirmation e-mail from us within 15 minutes. That e-mail contains a link that lets you download and print your e-tickets at any time. Printing the e-ticket is not mandatory.

Loading the ticket in the NS app

After completing your order, you will receive a link to your e-tickets. You will also get a confirmation e-mail with a link to your e-tickets. To load the e-tickets into the NS app, just open this link on your mobile phone.

You will then be taken to an overview page for your order. You will see two options there for using the e-tickets: ‘Download PDF’ or ‘Load into the NS app on your mobile’.

Choose ‘Load into the NS app on your mobile’; the NS app will open automatically. The e-tickets can now be found under the heading ‘My tickets’ in the NS app.

Have a good journey!

Validity

• The e-ticket is valid for the journey, the date and the class that are shown on the e-ticket
• The e-ticket is only valid when printed in A4 format
• The e-ticket is your ticket. For this reason, your should keep your e-ticket until leaving the station at which you arrive. For example, you might need it to open a gate.

Trial mobile tickets

As of 1 June, we have started a trial in which Single and Return tickets are available as mobile tickets. Mobile tickets are loaded in the NS travel planner app. Want to know more?

Route with supplement?

Will you be travelling on an Intercity or ICE for which a supplement is required? Then you must purchase this supplement from a machine or at the service desk. You can also quickly and easily buy supplements from the Supplement column on the departure platform. You can also buy Intercity supplements online as e-tickets

Refunds for delays

The rule for ‘Refunds for delays’ also applies to e-tickets. More information about refunds for delays

Furthermore

• An e-ticket with 40% discount is only available to customers with a Jaartraject- or Grensabonnement
• You cannot cancel ordered e-tickets or exchange them for money.
• The email sent to you as confirmation is not your e-ticket.  You print the actual e-ticket out as your ticket. You cannot travel using a print-out of your confirmation message
• E-tickets look different to tickets that were not bought online, but they have the same validity and in most cases share the same terms and conditions.

All products are subject to terms and conditions.
E-ticket terms and conditions (PDF, 555 kB in Dutch)
General terms and conditions for the carriage of Passengers and hand luggage of Nederlandse Spoorwegen (PDF, 231 kB in Dutch)

Is it necessary to check in with my e-ticket?

No, you do not need to check in with an e-ticket. If you are travelling to or from a station with closed gates, you open these with the square code on the e-ticket.

I have entered incorrect information for my e-ticket.

You can still change the details any time until you have completed your order. Once you have completed your order though, you cannot change them any more.

What proof of identity does NS accept?

As proof of identity, NS accepts your:

• passport;
• driver's licence;
• Community or European ID card;
• marriage certificate;
• Pas-65;
• extract from register of births.

These ID requirements apply to anyone aged 14 and over.

The link to my e-ticket does not work

It may be the security settings on your computer are too high. To change your security menu, go to your start menu and select the options below:

• settings;
• configuration screen; 
• internet options; 
• security; 
• level used.

You have now reduced the security level on your computer temporarily.

I have not had any e-mail confirmation of my e-ticket.

On the Confirm order screen for your e-ticket, you will also see the link to your e-ticket. You can download your e-ticket directly via this link and print it. You will also receive a confirmation by e-mail, with a link to your e-ticket. This e-mail is for your own records.

It may be that your e-mail software thinks this e-mail confirmation is spam or unwanted mail. You may also have reached your mailbox capacity. Check your settings.

If you are using a work e-mail address, it may be that your employer's firewall is blocking the e-mail confirmation. Contact your system administrator or call NS Customer service on 030 751 5155. Our staff will then send the e-mail to another address you give us.

If your e-mail software is working OK, check your records to see if the amount has been debited. If it has not, that means your order has not gone through.

If the amount has been debited, contact us. Make sure you have as many details of your e-ticket and payment with you to hand.

I have had an e-ticket by mail, but I did not order anything.

If the name on the ticket matches your details, then someone has ordered a ticket in your name. If not, then whoever ordered the e-ticket probably made a mistake when entering their e-mail address. In that case, you can delete the e-mail.