New season ticket system: questions and answers

We have switched over to a new season ticket system so that it is possible to purchase and manage a season ticket online. It is no longer necessary to go to our Service & Tickets offices to purchase, change, or cancel an annual season ticket. You can do so online in MijnGVB. In addition, MijnGVB allows you to manage your personal details, extend the season ticket, subscribe to our newsletter, and to set notifications (a "Seintje"). This new option allows us to provide you with better service. 
General
I do not have a MijnGVB account
I have a MijnGVB account
Access to a MijnGVB account
Protection policy
General

Letter identifiers

In recent months, I have received different letters from GVB about changes to my season ticket. What is that all about?

It is possible that you receive multiple letters because you have switched over your annual season ticket to the new season ticket system. Did you receive a letter with the identifier "1a"? If so, this letter takes precendence regardless of whether you received another letter with a different identifier.


Debit moment

When will my season ticket payment be debited?

The monthly debit occurs on the same date that your season ticket starts. For example, suppose your season ticket starts on 28 January. GVB will then debit the season ticket amount from your bank account on 29 January. GVB does not debit amounts on the weekend or on holidays. You can then expect the debit on the subsequent workday. Tip: check your online banking to see when GVB debits the season ticket amount.


Double debits

GVB debited an amount twice over four weeks. But I'm used to seeing it happening only once per month. What is that all about?

GVB has switched over to a new season ticket system where the debit date is set to the start date of your season ticket. So, It is possible that GVB debits two payments from your bank account occur over a four week period. Subsequent debits will occur when your new period starts. For example, suppose your season ticket starts on 22 March. GVB will then debit the season ticket amount from your bank account on 28 March for the period 22 March through 21 April. On 23 April, GVB debits the season ticket amount for the period 22 April through 21 May. GVB does not debit payments on weekends or holidays. You can then expect the debit to occur on the next workday. Tip: check your online banking to see when GVB debits the season ticket amount.

Did not go through

A debit for the season ticket payment did not go through. Will GVB attempt the debit again?

Okay. A week after the failed debit attempt, GVB tries to debit again. You will not receive a message from us about this. GVB does not debit on the weekends or holidays. You can then expect the debit to occur on the next workday. Tip: check your online banking to see when GVB debits the season ticket amount.

Changes

Is it possible to change the debit date?

No. The debit date is the same as the start date of your season ticket. For example, suppose your season ticket starts on 19 January. GVB will then debit the season ticket amount from your bank account on 20 January. GVB does not debit amounts on the weekend or on holidays. You can then expect the debit on the subsequent workday. Tip: check your online banking to see when GVB debits the season ticket amount.


No email address

I do not have an email address. Can I pay my annual season ticket in installments?

The method of payment for your current annual season ticket will not change. For annual season tickets purchased as of 8 April, the following applies: for you to be able to (continue) paying your season ticket in ten monthly terms, we need an email address from you so that we can inform you about your season ticket.
You can always go a GVB Service & Tickets counter to continue paying in terms. However, you will still need an email address. One of our employees can help you create a MijnGVB account and accept your authorization to pay in terms.  

Tip: you can request an email address online or ask someone to help you do so. This will allow to (continue) pay your annual season ticket in terms using an online MijnGVB account.
 
If you do not have an email address and do not want to transition online, you can always decide to travel using a monthly season ticket. Or, you can pay for the entire amount for an annual season ticket at a GVB Service & Tickets counter.


Renewal form

I received an renewal form. The enclosed letter indicates there are changes about my annual season ticket. How long can I renew my season ticket with the renewal form?

If you receive the renewal form before Wednesday 3 April, we will renew your annual season ticket. If we receive the renewal form after 3 April, we cannot renew your annual season ticket. In this case, we recommend that you purchase your annual season ticket as of April 8.


Conditions

Where are the order and product terms and conditions?

The product terms and conditions will be available soon as of 8 April. View the terms and conditions here.

Multiple purchases

Can I purchase multiple annual season tickets in the webshop at the same time?

No. You can only purchase one annual season ticket per order. Similarly, you cannot purchase anothe product or e-purse balance when you purchase an annual season ticket. So, please complete your order for an annual season ticket before your purchase another produce or e-purse balance.


Recommendation

What season ticket do I need?

For travel advice, go to www.9292.nl. The travel advice will list the fare for the trip using the OV-chipkaart. Click on the link "Season ticket for this trip". The screen that appears displays the most economical season ticket for a month and a year. You can click the season ticket for more information. If you hover the mouse arrow over the icons, you will see what part of the trip the shown season ticket is valid for.


Effective date

What is the start date of my annual season ticket?

There are several ways to see the start date for the annual season ticket, namely:
- On the statement for your annual season ticket
- View the ticket details on an add value machine or tickets sales machine. Use your OV-chipkaart and select "Mijn kaartgevens" (my card details). Then select "Reisproducten" (travel products). Tip: to go the next product, press the button with the down arrow.
- View your travel products in your Mijn OV-chipkaart account at ov-chipkaart.nl.
- When you check out you can see the last day of validity of your annual season ticket.


Not working

My OV-chipkaart with an annual season ticket does not work or is broken. What now?

Click on ov-chipkaart.nl. Is your OV-chipkaart not working and you requested a replacement OV-chipkaart? If so, while waiting for your replacement card, you can go to one of our Service & Tickets office and request a temporary season ticket so that you can travel in the interim with your season ticket. Tip: bring an anonymouse OV-chipkaart so the temporary season ticket can be loaded on it. Don't have an anonymous OV-chipkaart? If so, you will need to pay a deposite of 7.50 euros. When you hand the anonymous card back in you will be refunded the amount.


Lost

I lost my OV-chipkaart with an annual season ticket. What should I do?

Block or replace your OV-chipkaart. Click on ov-chipkaart.nl to see how to do this. While waiting for your replacement card, you can go to one of our Service & Tickets office and request a temporary season ticket so that you can travel in the interim with your season ticket. Tip: bring an anonymouse OV-chipkaart so the temporary season ticket can be loaded on it. Don't have an anonymous OV-chipkaart? If so, you will need to pay a deposite of 7.50 euros. When you hand the anonymous card back in you will be refunded the amount.


New card

I received a new OV-chipkaart, but my annual season ticket is not loaded on it? What should I do?

Please contact Customer Support at 0900-8011 (usual call costs). Make sure you have your previous OV-chipkaart number and your new OV-chipkaaart number ready. We will be happy to resolve the matter..

 

I do not have a MijnGVB account

Managing

I do not have a GVB account or it was not created before 5 April. Can I manage my season ticket online?

No. Your current annual season ticket cannot be managed online. Keep an eye on the end date of your current annual season ticket because you will not receive a renewal letter. To cancel or change your current season ticket, you are welcome to go to one of our Service & Tickets offices. Tip: when your current annual season ticket expires and you want to renew it, register for MijnGVB and order your new annual season ticket in our webshop. At that time, you will then be able to manage your annual season ticket online.

Changes

I do not have a GVB account. Can I change or cancel my annual season ticket?

To cancel or change your season ticket, you can go to one of our Service & Tickets offices. Click here for the locations and opening hours. Bring your OV-chipkaart, valid identification, and your bank payment card.

Bank account

I pay for multiple annual season ticket in installments. Can I change the bank account number for a season ticket?

No. All annual season tickets that you pay in installments are debited from just one bank account number.

Bank account number

I do not have a GVB account. How do I change my bank account number?

A new payer will need to go to one of our Service & Tickets offices. Bring valid identification and a bank payment card with the new bank account number.

Statement

Can I receive a statement for my annual season ticket?

When you obtain or renew your annual season ticket, you receive one-off statement. Use this statement as needed. Tip: create a Mijn OV-chipkaart account or log in to view the products on your card. www.ov-chipkaart.nl.

Temporary password

I received a letter with the identifier "1a". I have not received a letter with a temporary password. What should I do?

I already have a MijnGVB account. Enter your email address here and click "verstuur" (send).. You will receive an email with a temporary password at the specified email address. You can use the temporary password to log in to your MijnGVB account.

 

I have a MijnGVB account

Viewing

How do I access my annual season ticket in MijnGVB?

Log in at MijnGVB. Once logged in, select 'Mijn bestellingen' (my orders) in the left menu.Click the "Jaarabonnementen" tab (annual season tickets). Tip: other products you purchased from our webshop using MijnGVB are listed on the tab .

Details

I have a MijnGVB account, but I do not see any details about my annual season ticket. What now?

The details of your current annual season ticket are not displayed in MijnGVB. Several reasons are possible. Unfortunately, we cannot switch over your current annual season ticket to your MijnGVB account. Please keep an eye on the end date for your annual season ticket because you will not receive a renewal letter. To change or cancel your current season ticket, you are welcome to go to one of our Service & Tickets offices. Tip: order your new annual season ticket in our webshop. At that time, you will then be able to manage your annual season ticket online.

Personal information

How do I change my personal details in MijnGVB?

Log in and click "Mijn Gegevens" (my details) in the left menu. You can change your personal details on this page. Click on "Opslaan" (save) to confirm the changes.

Email address

How do I change my email address in MijnGVB?

Log in and click "Mijn Gegevens" (my details) in the left menu. You can change your email address on this page. Note: enter the email address twice. Click on "Opslaan" (save) to confirm the change.

Change season ticket

How do I change my season ticket in MijnGVB?

You can change your season ticket in MijnGVB. Select "Mijn bestellingen" (my orders) and then the "Jaarabonnementen" tab (annual season tickets). Select the season ticket that your want to change and click "WIjzigen" (change). Follow the steps to request a change. You will receive two emails with the confirmation of the request. Bring your OV-chipkaart to an add value machine to pick up the change. Do this before the desired change date. If you do not pick up the change, your request will be canceled and your annual season ticket will retain the original "ster" value and/or base zone. Changes are possible up to a maximum of three months in the future. Note: you can only change your base zone and/or increase the "ster" value. Would you like a lower "ster" value or other season ticket? First cancel your current season ticket and then order the new season ticket.

Cancel

How do I cancel my season ticket in MijnGVB?

You can cancel your season ticket in MijnGVB. Select "Mijn bestellingen" (my orders) and then the "Jaarabonnementen" tab (annual season tickets). Select the season ticket that your want to cancel and click "Stopzetten" (cancel). Follow the steps to request the cancellation. You will receive an email containing the confirmation of the request. Bring your OV-chipkaart to an add value machine to pick up the cancellation. Do this before the desired cancellation date. If you do not pick up the cancellation, your request will be voided and your season ticket will retain the original duration. Cancelling is possible up to a maximum of three months in the future, but not in the final three months.

Account number

How do I change my bank account number in MijnGVB?

Log in and click "Mijn Gegevens" (my details) in the left menu. You will find your current bank account number below on the page. Click on "Change" (change)  and follow the steps to provide a new authorization. Once the change has gone through successfully, you will find the new bank account number under "Mijn Gegevens" (my details). Note: all annual season tickets that you paid for using your MijnGVB account are debited from the same bank account number.
 
Access to a MijnGVB account

Create

How do I create a MijnGVB account?

You can create a MijnGVB account here. Enter the requested details and then click "Registeren" (register). You will receive an email within a few minutes containing instructions to activate the MijnGVB account.

Login

I am unable to log in to MijnGVB. What now?

Check whether you have a MijnGVB account. Enter your email address at MijnGVB and click "Verstuur" (send) . You will receive an email with a temporary password at the specified email address. If you do not receive an email or receive the message <E-mail onbekend. (unknown email address). It means you do not have a MijnGVB account. You can create a MijnGVB account here.

Registering

When registering for the MijnGVB account, I receive the message <e-mailadres is al in gebruik> (email address is already in use). What should I do now?

I already have a MijnGVB account. Enter your email address here and click "Verstuur" (send). You will receive an email with a temporary password at the specified email address. You can use the temporary password to log in to your MijnGVB account.

 

Protection policy

Protection policy

I am subject to the protection policy. Can I purchase an annual season ticket?

Yes. Your guardian must give permission to obtain an annual season ticket. Ask them to send us a letter that contains their permission. The letter must list your personal details, your OV-chipkaart nummber, and your bank account number for automatic debit. The letter must be signed by the guardian and have a company logo and stamp. Ask your guardian to bring both documents to one of our Service & Tickets offices to obtain the annual season ticket. Bring your valid identification and personal OV-chipkaart with you.

Guardian

I have an annual season ticket and I am subject to the protection policy. What should I do?

Your guardian must keep us apprised of the protection order. Have your guardian send us an email detailing the decision about the order to debiteuren-jkh@gvb.nl.

Guardianship

I have an annual season ticket and my guardianship will end. What should I do?

You can send the judge's decision by email to debiteuren-jkh@gvb.nl. Has your bank account number also changed? If so, inform us in the email. We will contact you to implement the change in our administration.