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Frequently asked questions
About OVpay
Hello, I’m Pim from OVpay. How can I help?
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Frequently asked questions
General infomation
How do I contact OVpay?
I want to check in using the e-ticket on my phone, but my digital wallet keeps showing up.
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Checking in and out
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Discounts, subscriptions and other travel products
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Payments and transactions
Checking in and out
How do I check in and out using my debit or credit card?
I want to check in using the e-ticket on my phone, but my digital wallet keeps showing up.
I want to check in using the e-ticket on my phone, but my digital wallet keeps showing up.
Why was my debit or credit card declined?
I've forgotten to check in or out. What can I do?
How do revenue inspectors check my debit or credit card?
Is there a boarding fee when I check in with my debit or card card?
How do I know if I’ve successfully checked in or out?
I've forgotten to check-in or out; why can't I adjust this immediately?
When will I receive my refund?
Where do I direct a complaint to OVpay?
Discounts, subscriptions and other travel products
Can I keep using my OV-chipkaart?
Can my child travel using OVpay?
Does my subscription apply if I check in with a debit or credit card?
I'm a student. Can I travel using OVpay?
Can I use OVpay to take my bicycle with me on the train?
Can I use OVpay to rent an OV-fiets?
How do I use OVpay to travel at an age-based discount?
How do I tell if I’ve received an age-based discount on my journey?
Can I add an age-based discount to my digital card?
How do I add my age-based discount to a contactless card?
How do I know if my age-based discount was successfully added to my card?
What do I do if I can’t add an age-based discount to my contactless card?
How do I tell if my child’s age-based discount was successfully added to a contactless card?
When does my child qualify for a age-based discount on public transport?
I’m not receiving my age-based discount even though I qualify – what do I do?
How do I add my child’s age-based discount to my contactless card?
When will I stop receiving my age-based discount?
Payments and transactions
How do I contact OVpay?
What payment methods can I use to check in and out?
Can I check in and out using contactless payments on my phone?
What do I do if an unexpected amount was deducted from my account?
Why is there a €0 charge on my credit card?
I used my debit or credit card to check in and out, but my account hasn’t been charged yet. What’s going on?
Can I use Apple Pay (Express) to check in and out?
Is it more expensive to travel using a debit or credit card than my OV-chipkaart?
Why was my account charged €1,08?
What if a transaction fails?
How do I switch off contactless payments?
When will I receive my refund?
What do I do if I suspect the fare I've paid is incorrect?
Why wasn't my account charged yet?
How will I know if a transaction was unsuccessful?
Travel overview and fares
What does it mean when it says 'unknown check in' in my trip overview?
How do I create a travel expense claim overview?
What if a transaction fails?
What do I do if I suspect the fare I've paid is incorrect?
OVpay app
How do I download the OVpay app?
How do I log in to the OVpay app?
How do I add a debit or credit card to the OVpay app?
How do I create an account in the OVpay app?
Do I need the OVpay app to travel using my debit or credit card?
How do I switch check-in and -out notifications on or off?
Notifications are switched on, but I’m not getting any?
How do I remove a debit or credit card from the OVpay app?
I’ve forgotten my login details. What do I do?
How do I delete my account in the OVpay app?
The OVpay app isn’t working. What do I do?
Can I add my OV-chipkaart to the OVpay app?
I didn’t receive a verification code. What now?
How do I add more contactless cards to the OVpay app?
Can my child pay for their travel using contactless payments?
How do I add my age-based discount to a contactless card?
How do I delete my details from a contactless card?
My contactless card has been replaced, what do I do?
Privacy and security
What happens to my data when I use my debit or credit card to check in and out?
Is it safe to check in and out using my contactless card?