Frequently asked questions
How do I create an account?
To create an account, click on “Profile” at the upper right of the website and select the option “Register”.
How do I top up my Wallet?
At the bottom left of the homepage select “Register". Enter your card number and the validation code of your Wallet on the next screen and now you can top up the credit of your Wallet.
Where do I find the card number of my Wallet?
The card number of the Wallet is located on the front of the card and consists of fourteen characters.
Where do I find the validation code of my Wallet?
The validation code of the Wallet is located on the back of the card under a scratch layer if the Wallet is new.
Which payment methods are accepted when I wish to top up my credit online?
You can make use of iDEAL or a credit card to pay for your top up.
Can I top up my Wallet via smartphone or tablet?
You can also access the website on your smartphone or tablet to manage and/or top up your Wallet.
How can I block my Wallet?
You can block a Wallet that has been registered on the website. First log in to your account, at the bottom of the homepage you will find a button “Manage Wallets”. Click on the Wallet that you wish to block. You now see a check box “Block Wallet”.
How can I reactivate my blocked Wallet?
A previously blocked Wallet can be reactivated by unchecking the “Block Wallet” check box in the Wallet management section. The Wallet is now unblocked.
Please note: when a refund has been applied for on a Wallet, that Wallet will be automatically blocked during the handling of the refund application and cannot be unblocked. As soon as the refund application has been processed, the Wallet will be automatically unblocked and can be used again.
How do I get a new Wallet?
New Wallets can be obtained at the self service kiosks or at a service desk in the venue.
How can I get the credit on my Wallet refunded?
Log in to your account and on the homepage click on “Manage Wallets”. Here you will find the option to get the credit on your Wallet transferred to your bank account.
Please note: it can take several days before the credit is actually credited to your bank account.
How long does it take before the money is transferred back to my bank account?
It can take several days before the credit is actually credited to your bank account. When it has not been credited to your bank account after one week, please contact us by email through our contact form which you will find under the menu item "Contact us". Please state your card number and the date on which you requested the refund (this can be found in the Wallet management part of the website).
I can't successfully apply for a refund
To apply for a refund you need a valid IBAN-account number from the SEPA area. Other (international) accounts aren't supported. If your request still fails, than there are most likely errors in your Personal Details in the Account section. Please check these carefully. Did you for example accidentally switch your street name and number?
How long is the credit on my Wallet valid?
There is no expiration date for the credit on your Wallet. However, the card must be replaced after a couple of years. The credit can then be transferred to your new Wallet.
Can I register multiple Wallets on my account?
It is possible to register multiple Wallets on one account. In the Wallet management part of the website, you can find an overview of all Wallets registered on your account.
Where can I change my personal settings?
Click on your login name at the upper right corner of the website and select the option “Profile”. On this page you can change all your settings.
How can I change my password?
Click on your login name at the upper right corner of the website and select the option “Profile”. In the menu on the left select the option “Change password”.
I have forgotten my password. What should I do?
On the homepage of the website click on “Manage your Wallet(s)”. Next to the “Register” button is the “Forgot Password” button, click here and enter your email address on the next page. A link will be sent to your email address to change your password.