Frequently asked questions

Check here our most frequently asked questions. Is your answer not here? Please contact our customer service. You can fill in our contact from below.  We will respond within 24 hours.

Do you have a question about an existing order?
Please state your order number so that we can help you swiftly.

FAQ PTH

FAQ

My ordered balance or subscription is not on my OV chip card

Have you ordered a travel balance or a subscription in our webshop? Then your order is ready to be picked up. You can pick it up at one of the OV machines in the bus, train or metro station, supermarket or tobacco shop.

Go to the machine with your OV chip card, choose ‘pick up order’ and then follow the instructions on the screen. If there is a malfunction when retrieving your balance or subscription, please contact us via our customer service or via the telephone number on your order confirmation.

I haven't received my order yet!

Have you placed an order in our webshop? Then it will be sent the same day via International Shipping. If your delivery address is correct, but your order is not delivered within 8 business days, please contact us.

This can be done via the contact form below. We will then provide a suitable solution.

What is my center zone and star value?

How do I choose my center zone?
The whole of the Netherlands is divided into zones for public transport. The zones are specially intended for the ‘region’ subscriptions to determine in which regions you can travel with your subscription. See the zone map to determine your zone and star value on the zone tool

How do I choose my star value?
The star value is the number of zones you can cover from your zone. The ‘first’ star value is the zone.
See the zone map to determine your zone and star value on the zone tool and star value tool

Need advice?
The OVshop is happy to help you! For €9.95, one of our experts will give you extensive travel advice.
This can be ordered here.

When will my personal OV chip card be delivered?

The personal OV chip card is issued by Translink Systems, we offer a solution for people who don’t have a Dutch bank account in order to process a Personal OV-chip card. They will deliver your personal OV-chipkaart within 10 working days. For questions about the delivery of your personal OV-chipkaart, you can contact the OV-chipkaart customer service on 0900-0980 (usual call charges) or www.ov-chipkaart.nl.

How can I view the travel transactions of my OV chip card?

Unfortunately, the Public Transport Holland cannot provide insight into travel transactions. Below we provide you with the details of the companies that are able to do this.

www.ov-chipkaart.nl
You can create a personal account via this site so that you can view and print your public transport travel transactions.

www.ns.nl (train only)
You can create a personal account via this site so that you can gain insight into only your train journeys.

Public transport machines of the NS, RET and GVB
You can view your transactions at the OV machines and you can also make a printout of this.

Contact our customer service