Frequently asked questions

Please note the information below covers all products and services from Reisbalans, not just the ones applicable to you.
Would you like more information on this? Login at the Reisbalans portal, click on ‘Help’ and check the document(s) provided by your employer.

Find the answer to your question below or use the search option. Is your question not listed below? Please get in touch.

klantenservice@reisbalans.nl
088 – 934 3456

Some FAQ’s include a video for additional support. At present, these videos are only available in Dutch. Apologies for any inconvenience caused.

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    Greenwheels
    Journey registration
    Mobility Card
    Parking
    Private use
    Refueling & electric charging
    Reisbalans account
    Reisbalans app
    Reisbalans portal
    Shared transport (car & bicycle)
    Taxi
    • What does Greenwheels cost?

      Expenses Greenwheels

      • €8.80 per hour
      • 0.35 cents per km
      • 80 km exempt
      • Maximum rate per day: €88
    • How do I use Greenwheels?

      Booking a Greenwheels car

      Once you have activated Greenwheels via your Reisbalans account, you can rent a car from Greenwheels:

      • You can do this at www.greenwheels.nl or download the Greenwheels app.
      • Log in using the email address and password you use for your Reisbalans account.
      • Choose a car on the map, select the time you need the car and click on ‘Book now’.
      • If you want, you can now add a note and destination to the booking. You also confirm the booking at this point.

       

      Using a Greenwheels car

      This section sets out the basic information for using a Greenwheels car. For more information, please contact Greenwheels.

      • Open the car by holding your mobility card against the card reader on the windscreen or use the Greenwheels app or mobile website.
      • Take the onboard computer from the glove compartment and enter your four-digit PIN code.
      • Take the car folder from the glove compartment. This lists all issues already known to Greenwheels. Walk around the car and check it. Do you have a new issue? Or is the car not clean? Please notify Greenwheels on 088 2100100.
      • Answer the questions that appear on the onboard computer. Get the key from the bottom of the onboard computer. You can now start the car and drive away.

       

      Refuelling

      • When you have switched off the engine, take the onboard computer and take out the fuel card.
      • The display shows the PIN code of the fuel card.
      • Remember this along with the mileage (you need to enter this at checkout).
      • Open the fuel filler cap with the ignition key and start refuelling.
      • Pay with your Greenwheels fuel card and follow the instructions on the terminal. When asked if the car is a replacement vehicle, select ‘No’.
      • Always put the fuel card back in the onboard computer.

       

      Completing your journey

      In case of a stopover, simply lock the car with the key. When you are back at the issuing point, insert the key back into the onboard computer. Lock the car by holding your mobility card against the card reader on the windscreen or lock it using the Greenwheels app or mobile website.

      (Traffic) fines

      By using a Greenwheels car, you agree to the terms and conditions of Greenwheels. Any fines and/or damage arising from non-compliance with traffic rules and/or Greenwheels’ instructions can be charged to you by your employer.

      Insurance

      Every car is insured, including passenger accident insurance. This means that both damages to third parties and the driver and passengers are covered. Any items you take with you in the car are not covered. Furthermore, Greenwheels cannot be held liable for theft of or damage to such items. In case of loss or damage during your journey, the standard excess per event is € 350.

    • How do I activate Greenwheels with Reisbalans?

      If your employer has chosen to make Greenwheels available to you, you do not need to take out a subscription with Greenwheels; you create your Greenwheels account via Reisbalans. Once you have activated your account through Reisbalans, you can reserve and use a Greenwheels car.

      Activating Greenwheels via Reisbalans

      To use of Greenwheels, you need a mobility card with the Greenwheels product activated. You can see in your portal whether this product has been activated at the request of your employer.

      • In your portal, go to the mobility cards option in the left navigation area on the page and then click View.
      • In the Greenwheels tab, you see the Register Greenwheels button. Clicking this button opens a screen to fill in your details (including your driving licence number).
      • After registration, you receive a confirmation email within 24 hours to complete your registration. You will be redirected to a Greenwheels registration page for completion.
      • On this Greenwheels registration page, you enter a password and PIN code of your choice and complete your registration.
    • How can I edit my personal details?

      These can be edited by logging into the portal and clicking on your name at the top right. This will bring up all personal details which can be edited.

      Attention! Does your employer use Single Sign On (SSO)? If so, you must edit your details through your employer. Thanks to the link, your personal details will automatically be updated with Reisbalans.

    • How do I get a Reisbalans account?

      Your employer will register you with Reisbalans. You will receive an email from Reisbalans containing a personal link. This will activate your account.

      Attention: the activation link is valid for 14 days. Make sure you activate your account within this period. Is the link not working anymore? Please contact our Customer Service.

      With your account login details, you can use the Reisbalans online portal and app for your mobile phone.

    • I forgot my password, what to do?

      Go to the online portal ‘Reisbalans’ and select Forgot password. Please enter the email address you use with Reisbalans. You will receive an email with a link to reset your password.

      Does your employer use Single Sign On (SSO)? Please contact your employer.

    • How will my private data be processed?

      Reisbalans always acts in accordance with the General Data Protection Regulation (AVG/GDPR).

      Any GPS data and manually registered mileage will only be visible to your employer after they have been confirmed by yourself in Reisbalans. Any journeys that you confirm as private are not visible to your employer.

      Were the private journeys or transactions made with a mobility card paid for by the employer? Then the employer will see the amounts in the settlement, however the route travelled will not be visible.

      You can find our Privacy Statement here and our full (General) Terms and Conditions here.

    • Can I still use Q-park car parks and P+R locations near stations?

      Because of the introduction of a payment technique, on 1 January 2022 Q-Park will cease its collaboration with all mobility card and fuel card providers in the Netherlands. Unfortunately, Reisbalans will no longer be able to use Q-Park car parks and P+R locations near stations.

      It is not yet known when Q-Park will have completed the introduction of the new payment technique in Q-Park car parks and P+R locations at stations. Reisbalans will offer this service again as soon as possible. We will keep you informed of important changes.

    • What’s Yellowbrick?

      Yellowbrick is a payment service for mobile parking. Using Yellowbrick, it is no longer necessary to buy a ticket at a parking meter. You start and stop the parking time with your mobile phone.
      Parking is possible throughout the Netherlands at more than 250 ParkBee locations and at Schiphol Airport.

    • Where can I park with Yellowbrick, including ParkBee locations?

      You will find a list of parking options here:
      – For street parking, see the heading ‘Where can I Brick on the street?
      – For ParkBee locations, scroll down and see the heading ‘Where can I park with ParkBee?

    • How do I activate Yellowbrick?

      If your employer has requested street parking for you, you only need to do a few things to be able to use Yellowbrick street parking:

      1. Download the Yellowbrick app to use Yellowbrick.
      2. Open the Reisbalans app or the Reisbalans portal and go to ‘Parking’ in the left navigation bar.
      3. Here you can find your MFBxxx customer number. You have received your password by email.
      4. Log in to the Yellowbrick app using your customer number and password. The app is now ready to use. You can now enter the license plate of the car you want to park.

    • How do I park at a ParkBee location with Yellowbrick and Reisbalans?
      1. Open the Yellowbrick app
      2. Click ‘start a new parking action’
      3. Click on the ParkBee parking car park you have approached
      4. Click on ‘Open barrier’ and you can drive in now
      5. When exiting, click on ‘Stop transaction’ and the barrier will open again.
      6. The transaction will be visible in the Reisbalans app/portal within 48 hours
      7. Characterise the transaction with a travel purpose and click ‘Confirm’
    • How do I park on the street with Yellowbrick and Reisbalans?
      1. Open the Yellowbrick app
      2. Click ‘Start a new parking action’
      3. Click on the parking zone where you are located
      4. Click on ‘Continue’
      5. Check your license plate and click ‘Yes, start parking’
      6. When driving away, click on ‘Stop transaction’
      7. The transaction will be visible in the Reisbalans app/portal within 48 hours
      8. Characterise the transaction with a travel purpose and then click ‘Confirm’
    • I forgot my Yellowbrick password, what to do?

      You can request a new password for your Yellowbrick account in both the portal and the app.

      Reisbalans

      Log in and click on ‘Parking’ in the menu on the left. Here you will find your customer number, please copy this. Click on the link ‘Forgot your password Yellowbrick’. You can create a new password by first entering your customer number and then clicking on ‘Send password’. Your new password will be sent to the email address associated with your account.

      Reisbalans app

      Open the app and click on ‘More’ at the bottom right. Go to ‘Parking’. Here you will find your customer number, please copy this. Click on the link ‘Forgot your password Yellowbrick’. If you get the ‘Open website?’ pop-up, click on ‘Continue’. You can now create a new password by first entering your customer number and then clicking on ‘Send password’. Your new password will be sent to the email address associated with your account.

    • What do I use ‘Shared transport’ for?

      If your employer uses shared transport, you can activate this here. Once you have accepted the terms, your account will be linked to the relevant feature and you can make and view bookings through this page.

    • Which browser do I need for the Reisbalans portal?

      Reisbalans works on almost every browser like Chrome, Safari and Firefox.

      Do you have Internet Explorer (IE) on your computer or laptop? Reisbalans is optimised for IE9 or higher. You may experience problems with an outdated version. Click on the cogwheel icon in the top right of Internet Explorer and select ‘About Internet Explorer’ to see which version of Internet Explorer you are using.

    • What do I use ‘Means of transport’ for?

      This page shows modes of transport activated on your card, and modes of transport which are not available to you. If you are allowed to claim mileage with a private car, you can add a private car here.

      To add a private car, click on ‘Add private car’ in the top right corner. You can enter the license plate of your car, which will calculate the Co2 emissions and energy label. If you do not want this, you can choose to add a reference, for example ‘private’ or ‘my vehicle’.

      You can add multiple cars, there are no restrictions to which description is given to your private car.

    • How do I log in to the portal?

      You can log in to the Reisbalans online portal by going to ‘My Reisbalans’ in the top right corner or by clicking here.

      To log in, you need a Reisbalans account. You don’t have one yet? Please contact your employer.

    • What do I use ‘Favourites’ for?

      You can add your favourite addresses. Do you file claims for journeys manually and don’t want to re-enter the address every time? Enter a favourite address here, for example your home address.

      Click on ‘+ Add favourite location’ in the top right corner. Provide a description (e.g. ‘Home’ or ‘Work’) and enter the address. Click on ‘Save’.

    • What do I use ‘Dashboard’ for?

      The Dashboard provides an overview of expenses you have incurred, and expenses to be reimbursed or settled in your salary. You will also find an overview of your travel history for the current month.

      Tile 1: Reisbalans

      The allowance for tax accrual in the current month is registered here. Travel expenses are paid within the tax efficiency limit. If the tax efficiency limit is €20, but you have used €40 of travel this month, you will receive €20 this month and €20 next month (as long as there is ‘money in the jar’). If you use a mobility budget, the total amount to which you are entitled according to your employer’s scheme is shown.

      Tile 2: Payout of the current period

      The amount of travel expenses you have accrued in the current month and what will be paid out to you, both gross and net, is visible here.

      ‘Gross payment’ provides an overview of transactions made (journeys or expense claims). The balance you see here is a gross amount. Taxes and premiums will be deducted at a later stage. You can see the result under ‘Net payment’.

      If you click on ‘Net payment’, you will see an overview of your transactions (with journeys or expense claims) and the net balance to be paid out. If you click on it, you see a draft of the interim settlement. This shows the specification of the travel expenses.

      Tile 3: Payment of the past period

      Last month’s payment, gross and net, with the last salary payment is visible here.

      If you click on ‘Gross Paid Out’, you will see an overview of your transactions (with travel or expense claims) and the gross balance that has been paid out to you.

      If you click on ‘Net paid’, you will see an overview of transactions you have made (journeys or expense claims) and the net balance that has been paid to you.

    • What do I use ‘Exports’ for?

      You can export all journeys and expense claims as an Excel file for your own records. To do this, click on the button at the top right.

    • What do I use ‘Journeys & Claims’ for?

      All your journeys and expense claims that have been registered with your mobility card or the GPS tracker of the app (provided that you have turned it on) are registered here.

      Is the GPS tracker switched off, or do you want to claim a different journey? You can easily add it here yourself.

    • What do I use ‘Mileage’ for?

      You should record your mileage here at least once a month, for example when you are a lease driver. Based on this information, Reisbalans can show your residual mileage and fuel consumption. The remaining kilometres are kilometres travelled, but without registered journeys in your journey registration. These kilometres are regarded private mileage.

    • What do I use ‘Mobility Card’ for?

      This page gives an overview of your mobility card(s). This shows your current (active) card, expired/cancelled mobility cards, and all the options available on your card.

      If your mobility card has been lost or stolen, or if you want to cancel the card (check with your employer whether this applies to you) can be arranged here.

      Progress on a mobility card you have applied for is also visible.

    • What do I use ‘Parking’ for?

      If your employer enabled using parking (street or car park), you can find your Yellowbrick customer number here. Using the customer number, you can log in to your Yellowbrick account to use the parking function.

    • Why is my GPS journey not recorded?

      This could be caused by several issues. Here are some tips that might help:

      • Make sure you have installed the latest version of the app
      • Check if the app is open and you are logged in
      • Check if GPS tracker is switched on
      • Check if ‘location features’ on your phone is activated
      • Check if ‘background app refresh’ is enabled (for iPhone users)
      • Have you tried the above? Then close the app and open it again.

      Android has specific power-saving apps and battery-saving settings in the phone. They prompt a user to put the app into a power-saving mode if it is using too much battery power. This option is also available for the Reisbalans app. However, if you choose to enable this option, it cancels background tracking of our app and no longer records any journeys. Make sure Reisbalans is not in power-saving mode.

      Please contact Reisbalans Customer Service if you are still experiencing difficulties. We are available 24/7 on working days via telephone number 088-934 34 56 or klantenservice@reisbalans.nl.

    • What phone do I need for the Reisbalans app?

      The Reisbalans app is under continuous development to ensure optimal performance on the three most recent versions of both iOS and Android. You can download the Reisbalans app on an iPhone running iOS 9 or higher or a phone running Android version 5 or higher. This minimum support will be adjusted as versions become obsolete. You can find the app in Google Play and App Store.

    • What do I use ‘Navigation’ for?

      It allows you to schedule the route to your (favourite) destination using Google Maps.

    • How do I install the Reisbalans app?

      You can find the app in Google Play for Android and App Store for iPhone. Click on ‘Install’ and log in with your Reisbalans account.

    • What do I use ‘Locations’ for?

      It will inform you how many OV-fiets are still available at various locations and where to them up. Additional services will be added in the future.

    • Why does the app ask for certain permissions?

      When you install the Reisbalans app on your smartphone and you access specific features, you get a notification that the Reisbalans app wants to access certain resources on your phone. Reisbalans does NOT have access to these resources; it is only for your own convenience. Once issued, the permission can always be withdrawn in the settings of your phone (also accessible through the settings in the app).
      Specifically, the following sources:

      Camera

      Some organisations use the expense claim function or the option of logging in via QR code within Reisbalans. You can photograph a receipt and upload it into the app or read the login QR code from another screen.

      GPS location

      This is required to be able to use the GPS tracker when using the app. Journeys are therefore only recorded if you have activated this functionality in the app. Location determination also has a function when registering a journey and other screens where a location can be chosen; you can choose to schedule a journey from or to your ‘current location’.

      GPS location in the background

      This is required to be able to use the GPS tracker when the app is closed. Journeys are recorded in the background. The actual recording only takes place when journey registration is activated on the start screen of the app.

      Physical activity

      When the Reisbalans app accesses movement data on your phone, it can be used to carry out accurate measurements (such as speed) in order to provide an optimal recoding of your route.

      Bluetooth

      Some organisations use a booking system for shared cars that can be opened and closed via the app. Reisbalans communicates with these cars via Bluetooth and cannot open or close the cars without permission.

      Notifications

      When there are time-sensitive updates, for example about booking a taxi or shared vehicle, push notifications can be sent from the app to your phone.

    • What do I use ‘Cards’ for?

      Cards gives an overview of your mobility card(s).

      If your mobility card has been lost or stolen, or if you want to cancel the card (check with your employer whether this also applies to you), you can arrange this here.

    • How do I log in to the Reisbalans app?

      Once you have installed the app, you can log in with your Reisbalans account. Don’t have an account yet? Please contact your employer.

      Does your employer use Single Sign On (SSO)? Then you must log in via a QR code. The QR code is available in the Reisbalans portal. Go through the following steps:

      1. Go to the Reisbalans portal and log in with your Okta details.
      2. Go to your Profile on the top right of your account.
      3. Click on ‘Log in with your QR code’.
      4. Once you are in your Reisbalans app, you can choose to log in using a QR code.
      5. Scan the QR code in your Reisbalans portal and you are automatically logged into the app.

    • How does the GPS tracker work?

      When you switch on the GPS tracker, the Reisbalans app records the route and distance you travel. These journeys are enriched as much as possible, for example with a mode of transport.

      Approximately one hour after completing the journey, the journey data will appear in your Reisbalans account. Sometimes this takes a little longer. Journey logging is a learning system that becomes more accurate the longer you use it.

      Attention! Public transport journeys that you make using the mobility card are automatically visible in your Reisbalans portal. You don’t have to register them manually or via GPS. These journeys do not need to be confirmed and can be deleted in your Reisbalans account.

      Is there anything else I should do with this data?

      Yes: for each journey, you must register the purpose of travel (e.g. business) and means of travel (e.g. car). Reisbalans provides suggestions based on your preferred settings. You then confirm the journey.

      The GPS tracker uses a lot of battery power

      To reduce battery consumption, the app is in ‘sleep mode’ until you move around. You can also choose to switch on the GPS tracker per journey. After your journey, GPS will switch off automatically.

      Who can see my GPS data?

      GPS data is stored anonymously on a secure server. This data is visible to you in your Reisbalans account. You decide for each journey whether to confirm or delete it.

      Only journeys that you have confirmed are visible to your employer. If indicated that a journey was private, your employer will NOT see this information.

    • What do I see under ‘Overview’?

      All your journeys and expense claims registered with your mobility card or with the GPS tracker of the app (provided it is switched on) are registered here.

      Is the GPS tracker switched off or do you want to register a different journey? You can easily add it here yourself.

    • What do I use ‘Registered Vehicles’ for?

      Here you can find the mode of transport you are allowed to use. You can also add a car, enabling you to claim the relevant mileage.

      To add a car, click on the green plus sign at the bottom right.

      You can enter the license plate of your car, which will calculate the Co2 emissions and energy label. If you do not want this, you can choose to add a reference, for example ‘Private’ or ‘My vehicle’.

    • What do I use ‘Transportation’ for?

      If your employer uses shared transport, you can make and change bookings here. If your employer facilitates the use of taxies, you can book a taxi here.

    • What do I use ‘Parking’ for?

      If your employer enabled the use of parking (street or car park), you will find your Yellowbrick customer number here. You can use the customer number to log in to your Yellowbrick account and use the parking function.

    • How long may I park my bicycle in the secure bicycle parking facility?

      You may leave your bicycle in a secure bicycle parking facility at the station for a maximum of 28 consecutive days.

    • How do I take my bicycle on the train?

      If you want to bring a bicycle onto the train, you must make a booking and buy a ‘Off-peak Bicycle Ticket’. The booking can be made via Treinwijzer, ns.nl, the NS app, a ticket counter or the NS Customer Service.

    • Why do I see an amount when I check in with my card?

      Public transport companies in the Netherlands use a so-called boarding fee. This boarding fee may differ per carrier. When you check in, the boarding fee will be deducted from your balance. This is the amount visible when you check in with your mobility card.

      When you check out, the fare for the journey will be calculated and the rest of the amount will be refunded to your card. When you check out, you see the amount you have paid and the amount remaining on your mobility card.

      If you forget to check in or out, you are charged the boarding fee of the carrier concerned. You can get a refund via www.uitcheckgemist.nl.

    • What should I do if I’m delayed on the train?

      If you have been delayed by the NS, you can go here to request a refund.

    • What should I do if I forget to check in or out?

      Depending on your employer’s choice, Reisbalans will either facilitate the refund application process or you have to do this yourself.

      1. If Reisbalans requests a refund, we will establish the missing station based on your travel history and ask the carrier concerned for a refund. We will then let you know whether or not the request is honoured by the carrier


      Attention:       This service applies to a forgotten check-out on a train.
      If it concerns a forgotten check-in at the train or a forgotten check-out in a bus, tram or metro, you need to request a refund personally. See the explanation under point 2.

      1. If you need to personally request a refund, you can do so through uitcheckgemist.nl. It can sometimes take a while before a journey is visible on uitcheckgemist.nl. In most cases, this is within 14 days, but at the latest within 62 days. You can see immediately on your screen whether you are entitled to a refund, and if so, how much. At the bottom of the page, you can email this confirmation to yourself.

       

      In both cases, if a refund request is granted, the amount to be refunded must be collected. Collection takes place automatically at your next check-in with NS. If you do not travel with NS, you can collect the amount from one of the OV-chipcard service points. After payment, the refund will appear as a positive transaction in your transaction overview.

    • Can I have the mobility card sent to an address outside the Netherlands?

      No, you cannot have the card sent to an address abroad. The card will be sent to the (home) address registered in our system.

    • How can I use the bicycle parking at a train station?

      Your mobility card contains a so-called ’Storage on account’. This allows you to park your own bicycle in the secure railway station bicycle parking facilities. At some bicycle parking facilities, only your mobility card is scanned (at pick-up and drop-off). At other bicycle parking facilities, you also receive a (one-time) sticker with a barcode on your bicycle. Most parking facilities are free of charge the first 24 hours.

      More information about ’Storage on account’ and connected parking facilities is available here.

    • How do I rent an OV-fiets?

      You can rent an OV-bike with your mobility card, for example for the last leg of your journey. You only need to have your mobility card scanned by an employee at the bicycle parking facility and you can leave immediately. You can view the journey later in your Reisbalans account.

      At an unmanned storage facility, it works a little differently.


      More information about the OV-bike can be found here : www.ov-fiets.nl.

    • My mobility card has been lost/stolen/damaged

      In case of theft or loss: block the card as soon as possible! Once a card has been blocked, it cannot be reactivated. You need a new mobility card.

      You can block the card yourself in your Reisbalans account.

      Reisbalans portal

      Log in and go to ‘Mobility Card’ and click on the ‘Report as lost/stolen’ button. A new card will be requested automatically and sent to the home address in the system.

      Reisbalans app

      Go to ‘More’ and click on the ‘Cards’ button. There, you can select the card concerned and click on the ‘Report as lost/stolen’ button. A new card will be requested automatically and sent to the home address in the system.

      Is the card no longer working because it is damaged, or is your card malfunctioning? Please contact us as soon as possible. We’re happy to help. You can reach us 24 hours a day for emergencies like this by telephone on 088-934 34 56 or by email on klantenservice@reisbalans.nl.

    • How do I apply for the mobility card?

      Once you have activated your Reisbalans account, you can apply for a mobility card in the Reisbalans portal.

      In the menu on the left, click on ‘Mobility Card’ followed by the ‘Order Mobility Card’ button. A number of personal details have already been entered; you only need to check these.

      Please allow for a delivery time of 5 to 10 working days.

    • How can I cancel my mobility card?

      If you no longer want to use your mobility card or you leave your employment, you can cancel your card in Reisbalans.

      • Log in to Reisbalans and click on ‘Mobility Card’ in the menu on the left
      • Scroll down and click ‘Cancel’ to cancel the mobility card.
      • Send the mobility card to Reisbalans, please do not cut it up (a stamp is not required)

      Reisbalans
      Antwoordnummer 938 (no postage required)
      3500 VB Utrecht
      Attention! Once you have cancelled your mobility card, you are no longer able to use any additional services (such as parking, shared cars and OV-bicycles).

    • How do I activate the mobility card?

      To prevent misuse, you are advised to activate the card personally upon receipt. The activation process consists of two steps.

      1. Activate your card via the portal (where you applied for the mobility card) or via the app.
      2. Put the travel product(s) on your mobility card.

      Step 1: digital activation of the mobility card

      My Reisbalans
      Log in and click on ‘Mobility card’ in the menu on the left. Then click on the button ‘Activate Card’. The card is now digitally activated and after two working days you can continue with step 2.

      Reisbalans app
      Open the app and click on ‘More’ at the bottom right. Click on ‘Cards’ followed by clicking on the ‘Activate Card’ button. The card is now digitally activated and after two working days you can continue with step 2.

      Step 2: adding travel product(s) to the mobility card
      After digitally activating your card, please wait at least two business days before performing this step, as the products will not be ready for you beforehand. You can only use your mobility card once you have added the travel product(s) to the card.

      You can transfer the travel product(s) on your mobility card at an NS ticket machine or an OV-chipcard collection point.

      1. Scan your card (NS ticket machine) or insert it into the card slot (OV-chipcard
        service point).
      2. Choose ‘Pick up orders’ (NS ticket machine), or ‘More’ and then ‘Pick up orders’ (OV-chipcard
        service point).
      3. Select ‘Agree’ and your mobility card is ready for use.
    • How do I use the mobility card?

      How do I travel on public transport (OV)?

      You can use the train/tram/bus/metro of all carriers with your Reisbalans mobility card. This is based on checking in at the beginning of each journey and checking out at the end.

      If you change buses or trams, you must need to check in and out in the relevant vehicle.

      If you change trains or metros, you must check in at your departure station and check out at your arrival station. Are you switching to a different carrier (for example, from NS to Arriva)? Check out at one carrier and check in at the next.

      Your public transport journeys are visible in your account within 24-48 hours on average.

      How do I change from first to second class or vice versa?

      You can change your class at an NS machine at the station. Hold up your card in front of the OV-chipcard reader and select ‘Change class’. Follow the on-screen instructions and don’t forget to check in before you take the train.

      Can I top up the balance or a subscription on the mobility card?
      You are not supposed to top up the balance on your card. Did you accidentally top up? Please contact our Customer Service. We are available 24/7 on working days via telephone number 088-934 34 56 or klantenservice@reisbalans.nl.

    • What should I do if I forget my mobility card?

      Have you paid for travel expenses yourself, for example because you forgot your mobility card? That can happen!

      Check with your employer whether you can claim these expenses through Reisbalans or through the company’s regular claims process.

      If you are travelling with an NS Business Card, you might be able to request a refund from the NS for the travel expenses incurred. Click here for more information.

    • When will my mobility card expire?

      Your mobility card is valid for 5 years and the expiry date is visible on the card itself. After 5 years, one month before the expiry date, a new card will be automatically sent out. You don’t have to take any action.

    • Can I lend someone else my mobility card?

      No, the card is personal. Lending your card to someone else is not permitted.

    • What should I do if I change my travel patterns due to relocation?

      Please notify your employer of your move as soon as possible; they will update your address for you. Please note: changing your address personally can lead to administrative irregularities. Nothing else will change for you, unless your employer decides otherwise.

    • I committed a traffic violation with a shared car

      You are liable for the charges below if you commit a traffic violation and receive a fine. Reisbalans is authorised to report to the employer which employee reserved the vehicle at the time the traffic violation was committed.

      The following will be charged to you:

      • Fine
      • Administrative fee
    • How should I charge a shared electric bicycle?

      How do I charge the e-bike?

      The electric bicycle, or e-bicycle/e-bike, has a removable battery. This battery can be charged using a plug with a regular 230V connection.

      How long does it take for the e-bike to charge?

      How long it takes for your e-bike to be charged depends on the type of charger. An overview is given in the table below.

      Type of charger 50% charged 100% charged
      Compact charger 2.5 hours 6.5 hours
      Standard charger 1.5 hours 3.5 hours
      Fast charger 1 hour 2.5 hours

       

      Should I charge the battery each time before use?

      In principle, this is not necessary. Even after long periods of storage, the e-bike can be used again without having to recharge the battery. Bosch recommends storing the e-bike with a charge level of approx. 30 to 60%.

      How can I increase battery life?

      • Reduce strain on battery
      • Storage of battery pack at a temperature between 0 and 20 ⁰C
      • Storage in an approx. 30 to 60% charged condition
      • Parking the e-bike in the shade or cool environment
    • How do I reserve a shared car?
      1. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      2. Click on the + at the bottom of the screen
      3. Select a start date and time. Please note the booking cannot be made retrospectively
      4. Select an end date and time
      5. Choose an available shared car
      6. Create the booking by clicking Confirm booking

    • How do I unlock a shared bicycle?

      You can unlock the bicycle with the Reisbalans app. After you have made a booking, you can open the bicycle in the app. You see that the lock of the bicycle will pop open

      1. Switch on Bluetooth on your mobile phone
      2. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      3. Click on your current booking
      4. Click on the green button with Start booking if it is not started yet
      5. Click on the green Connect button
      6. Unlock the bicycle by clicking on the blue Unlock button
      7. Not working? Switch Bluetooth off and on again or restart the Reisbalans app
    • How should I charge a shared electric car?

      Do I always have to put the car on the charger when returning it?
      Yes. It is nice to have a car at your disposal with sufficient battery capacity. Once the battery is fully charged, it stops using power. It is no big deal if the car is on the charging point longer than necessary while parked at your own shared car spot.

      Where can I recharge?
      The Reisbalans shared cars always have a “home location”. This is where you pick up and return the shared car. When on the road, we recommend you always park at a charging point so you can recharge the car in between stops. You can find the nearest and available charging points via:

      www.oplaadpalen.nl
      www.oplaadpunten.nl
      www.fastnedcharging.com

      Can I charge the car at any charging point?
      Yes, that is possible. In the car’s glove compartment, you will find a key ring with the charge tag on it. This charge tag contains a chip that allows you to start charging at any public charging point in the Netherlands.

      How long does it take to charge the Volkswagen E-Golf?
      Charging a completely empty battery takes about 4.5 hours. However, in practice, the battery will never be completely empty. Rapid-charging takes about fifteen minutes to half an hour.

      Type of charging point Charging time
      Rapid-charger 80% in 43 minutes
      Socket (230V) 15 hours and 36 minutes
      3,7 kW charging point 9 hours and 42 minutes
      11 kW charging point 4 hours and 54 minutes
      22 kW charging point 4 hours and 54 minutes


      How do I start charging?
      At the end of the journey, or when you make a stopover, the car must be connected to a charging point. You can activate the charging function by:

      1. Open the charging cover (rear, right) manually by pressing it
      2. Take the charging cable out of the trunk
      3. Plug the charging cable into the charging point and the car
      4. Take the charge tag from the glove compartment
      5. Hold the charge tag near the display of the charging point. When the light on the charging point turns DARK BLUE, the battery is charging.
      6. Not working? Ensure the cables are connected properly. Hold the charge tag near the display of the charging point again.
      7. Check if the car has started charging on the dashboard of the car
        Put the charge tag back in the glove compartment.

      Charging doesn’t start, what should I do?
      There are several possibilities:

      • Charge cord is not plugged in properly; plug in tightly and hold up the charge tag again.
      • Engine is still on; check that the car is switched off and then hold up the charge tag again.
      • Charge tag is not read properly; follow the instructions of the charging point and hold up the charge tag long enough. Check that charging is started on the car display.


      How do I stop the charging process?
      Disconnecting the charging point works as follows:

      1. Hold the charge tag (from the glove compartment) at the charging point display to stop the charging process
      2. If the light on the charging point turns GREEN, the charging cable is unlocked.
        Not working? Hold the charge tag up to the display of the charging point again to stop the charging process.
      3. Unlock the charging cable by pressing the open lock button twice (on the driver’s side door)
      4. Remove the charging cable from the car and the charging point
      5. Close the charging cover (rear, right) manually
      6. Store the charging cable in the trunk
      7. Replace the charge tag in the glove compartment

    • What do I do in case of breakdown of or damage to a shared car?

      What should I do if I break down with the shared car?
      That is, of course, very annoying. Call Reisbalans Customer Service directly at 088 – 934 34 56.
      Make sure you find a safe place for the car and yourself. On the motorway, you should always stand behind the crash barrier. Contact Reisbalans by telephone to arrange for breakdown assistance. We are available 24/7. Our support team will work to find a solution for you.

      What should I do if I have incurred damage not involving other road users?
      Damage is always annoying – hopefully no one was hurt. In the event of injury, always call 112 immediately!
      If you have incurred or caused any damage during the journey, always call our Customer Service department at: 088 – 934 34 56. We are here for you 24/7!

      1. Take one or more photos of the situation and the car, if possible including the licence plate
      2. Mail these pictures and other information to info@reisbalans.nl with the subject ‘Damage’ and the license plate number
      3. Is it burglary and theft damage? Report to the police via www.politie.nl.
      4. Is it impossible to drive any further? Call Customer Service at 088 – 934 34 56


      What should I do if I have a claim involving two parties?
      Damage is always annoying – hopefully no one was hurt. In the event of injury, always call 112 immediately!
      If you have incurred or caused any damage during the journey, always call our Customer Service department at: 088 – 934 34 56. We are here for you 24/7!

      1. Take a picture of the situation, your car and the car of the other party, if possible including license plates of both cars
      2. Fill in the European claim form together with the other party. You can find the form in the glove compartment.
      3. Send the European claim form together with the photos by post


      I have detected damage prior to my car journey, what to do?
      Check the shared car for any damage prior to your journey. At the start of the journey, the app asks if any damage is detected. If you detect any damage, check the damage report to see if this concerns a known issue. Is the issue not yet registered in the damage report? Then before you drive away, please contact our Customer Service on 088 – 934 34 56. We can check what time the car was started and what time the report was called in. That way we know for sure that the damage was not caused by you.

      Burglary and theft damage
      Is it burglary and theft damage? Then report it to the police via www.politie.nl.

    • What is shared transport?

      With shared transport, several people take turns using one or more transport modes or vehicles. Think of a shared car or shared bicycle. In order to avoid the complexity of handing over keys, shared vehicles are opened and closed using an app instead of a traditional key.

      At Reisbalans, we offer both ‘private’ shared transport (parked at your employer’s premises and only to be used by you and your colleagues) and shared transport via partners (Greenwheels, Amber, etc.).

    • How can I charge an electric shared car along the motorway?

      How do I start charging at a rapid-charging point?

      1. Open the charging cover (rear, right) manually by pressing it
      2. Take the CCS plug attached to the charging point and plug it into the car. Take the charge tag from the glove compartment
      3. Hold the charge tag in front of the card reader below the charging screen
      4. Click on ‘Start’ on the charging screen
      5. It will now start charging the battery. This is visible on the charging screen at the charging point and on the dashboard of the car
      6. Replace the charge tag in the glove compartment

      Attention! Although the display indicates that you do, you do not need an app to charge at Fastned. Reconnect the plug to the charging point and try again if it does not start charging.

      How do I stop charging at a rapid-charging point?

      1. Click on ‘Stop’ on the screen to stop charging
      2. You can now see how long the car has been charging and the new charge level
      3. Unlock the charging cable by pressing the button with the open lock on the door on the driver’s side twice
      4. Replace the CCS plug in the holder of the charging point
      5. Close the charging cover (rear, right) manually

    • What do I do in case of breakdown of or damage to a shared bicycle?

      What should I do if the (electric) bicycle has a flat tyre?
      That is, of course, very annoying. Although the bicycles are equipped with anti-puncture tyres, it can happen that you find the bicycle with a flat tyre. Call Reisbalans Customer Service directly at 088 – 934 34 00. Customer service representatives can rebook your booking and will send someone to fix the bicycle.

      What should I do if the (electric) bicycle breaks down?
      That is, of course, very annoying. Call Reisbalans Customer Service directly at 088 – 934 34 56. Customer service representatives can rebook your booking and will send someone to fix the bicycle.

      What should I do if the bicycle is damaged?
      Call Reisbalans Customer Service directly at 088 – 934 34 56. Customer service representatives can rebook your booking and will send someone to fix the bicycle.

    • How do I complete the booking of a shared car?
      1. Return the shared car to the home location
      2. Always charge the battery
      3. Switch on Bluetooth on your mobile phone
      4. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      5. Click on your booking
      6. Click on the green Connect button
      7. Lock the car by clicking on the blue Lock button
      8. Complete the booking by clicking Stop booking
      9. Confirm

    • How are the shared cars insured?

      The car is insured, including accident insurance for the passengers. The insurance is valid for the number of people who can wear a safety belt in the shared car.

    • I committed a traffic violation with a shared bicycle

      You are liable for the charges below if you commit a traffic violation and receive a fine. Reisbalans is authorised to report to the employer which employee reserved the vehicle at the time the traffic violation was committed.

      The following will be charged to you:

      • Fine
      • Administrative fee
    • How can I change or cancel my car booking?

      How do I change a booking?
      There is no option to do this yourself. Always call Reisbalans Customer Service to change a booking: 088 – 934 34 56.

      How do I cancel a booking?
      You can do this yourself in the Reisbalans app as long as it’s before the start date/time of the booking.  Only book a car if you really need it. You may affect the convenience of others by cancelling the booking just before departure.

      What do different statuses on my bookings mean?
      Reserved: Booking made but not yet confirmed by manager
      Confirmed: Booking confirmed by manager
      Started: Currently active booking
      Completed: Booking is completed
      Cancelled: Cancelled booking

    • How are the shared bicycles insured?

      All e-bicycles are insured against third-party damage and theft through ENRA insurers. We do not apply an excess in the event of non-attributable damage or loss.

    • How do I open a shared car?

      You can open the car with the Reisbalans app. After you have made a booking, you can open the car by using the app.

      1. Switch on Bluetooth on your mobile phone
      2. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      3. Click on your current booking
      4. Click on the green button with Start booking if it hasn’t started yet
      5. Click on the green Connect button
      6. Unlock the car by clicking on the blue Unlock button

    • How do I reserve a shared bicycle?
      1. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      2. Click on the + at the bottom of the screen
      3. Select a start date and time. Please note! This booking cannot be in the past.
      4. Select an end date and time
      5. Choose an available shared bicycle
      6. Create the booking by clicking Confirm booking
    • How do I lock a shared car?

      You can lock the car using the Reisbalans app.

      1. Put the gear lever in the position P (foot on the brake)
      2. Make sure all windows are closed
      3. Switch off the car by pressing the start/stop button
      4. If Bluetooth is off on your phone, turn it on
      5. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      6. Click on your current booking
      7. Click on the green Connect button
      8. Lock the car by clicking on the blue Lock button

      How do I lock the shared car at the end of the booking?
      Always return the car to its home location at the end of the journey. Always put the car on the charger for the next user!

      1. Park the car and put the gear lever in the position P (foot on the brake)
      2. Make sure all windows are closed
      3. Switch off the car by pressing the start/stop button
      4. Open the charging cover (rear, right) manually by pressing it
      5. Connect the charging cable to the car and the charging point
      6. Hold the charge tag near the display of the charging point. When the light on the charging point turns DARK BLUE, the battery is charging.

      Not working? Ensure the cables are connected properly. Hold the charge tag near the display of the charging point again.

      1. Check the dashboard of the car if the car is charging
      2. Replace the charge tag in the glove compartment
      3. If Bluetooth is off on your phone, turn it on
      4. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      5. Click on your booking
      6. Click on the green Connect button
      7. Lock the car by clicking on the blue Lock button
      8. Complete the booking by clicking Stop booking
      9. Confirm
    • How do I complete the booking of a shared bicycle?
      1. Return the shared bicycle to the home location
      2. Always charge the battery
      3. Open the Reisbalans app and click on Transportation. Then click (optionally via the plus sign) on Shared transport
      4. Click on your booking
      5. Click on the green Connect button
      6. Lock the bicycle by clicking on the blue Lock button and closing the bicycle lock manually
      7. Complete the booking by clicking Stop booking
      8. Confirm
    • How do I start and use an electric shared car?

      You open the car by using the app. The car makes no noise, unlike non-electric cars.

      1. Check that the gear lever is in position P and push the brake pedal
      2. Start the car with the start/stop button on the left of the gear lever
      3. Put the gear selector in gear

      P= Park position/out of gear and automatic braking
      R= Reverse
      N= Neutral/free
      D = Drive/drive forward
      B = ECO mode/regenerative braking enabled

      1. Release the brake pedal
      2. You can now drive by pressing the accelerator pedal

      How should I drive a Volkswagen E-Golf?

      The e-Golf drives like a normal car. The e-Golf is an automatic. After disconnecting the charging cable, start the car as usual, but at the same time press the brake pedal. With an electric car, you do not hear a starting engine sound.

      When you return, you reconnect the car to the charging point to ensure that the battery is fully charged for the next user.

    • How do I change or cancel my bicycle booking?

      How do I change a booking?
      There is no option to do this yourself. Always call Reisbalans Customer Service to change a booking: 088 – 934 34 56.

      How do I cancel a booking?
      You can do this yourself in the Reisbalans app, provided it is before the reserved start date/time. Only book a bicycle if you really need it. You may affect the convenience of others by cancelling the booking just before departure.

      What do different statuses on my bookings mean?
      Reserved: Booking made but not yet confirmed by manager
      Confirmed: Booking confirmed by manager
      Started: Booking is currently active (between start and end date/time of booking)
      Completed: Booking is completed
      Cancelled: Booking is cancelled

    • What does the question mark next to my journey mean?

      When you make a journey with the GPS tracker, the correct mode of transport is not always automatically linked to the journey. In that case, you see a journey with a question mark in your overview. You can’t confirm this journey without adding the correct mode of transport, for example a car or a bicycle.

    • How can I claim a receipt?

      You can do this in both the app and the portal. Below is a brief description of the categories you can choose from:

      • Subscription expenses OV – for example, railway monthly card expenses.
      • Fine – for example, forgetting to check in or out of public transport.
      • Fuel – for example refuelling of replacement vehicles or electric charging of a private car.
      • Day expenses – for example, lunch expenses or other expenses.
      • Rent – for example, renting a car.
      • Other – e.g., cost of a shared car.
      • Parking expenses – for example, for a car or bicycle.
      • Journey – for example, carpooling or substitute transportation.
      • Surcharges – for example, surcharge for Intercity Direct.

      My Reisbalans
      Log in and click on ‘Journeys and claims’. Choose the day you want to add the claim and click on the three dashes on the right. Then click on ‘+ Expense claim / Journey’. Choose the main category that covers your claim and choose a subcategory. Enter the amount and upload a picture of the receipt. Click on ‘Save’.

      Reisbalans app
      Open the app and click on ‘Expenses’. Click on the green plus sign to add a new claim. Enter date and time and indicate you want to claim a receipt. Choose the main category that covers your claim and choose a subcategory. Enter the amount and upload or take a picture of the receipt. Click on ‘Save’.

    • Do I need to claim journeys using the pool car?

      Yes, you do. You can either register these automatically (using the GPS tracker) or add them manually to your Reisbalans account. Select the pool car as mode of transport. See also ‘How do I claim a journey’ in Journey Records.

    • How can I exclude a commuting leg in a business journey?

      You use this function when you travel directly from your home address to a business destination and your employer has indicated that you receive a business allowance for this entire journey. By using this function, the commuting mileage of this journey is not calculated separately and you receive the agreed business allowance for the entire journey.

      My Reisbalans

      Log in and click on ‘Journeys and claims’. Choose the day you want to add your journey and click on the menu on the right. Select ‘+ Expense claim/Journey’. Fill out the form and scroll to “What was the distance?”. Check the box ‘This journey is not combined (do not include commuting parts)’ and click on ‘Save’. Your journey has now been added to your overview. Don’t forget to confirm the journey.

      Reisbalans app

      Open the app and click on ‘Cost’, or go to ‘Cost’ in the menu at the bottom. Fill in the form and scroll to “How do you want to claim?”. Check the box ‘This journey is not combined (do not include commuting parts)’ and click on ‘Save’. Your journey has now been added to your overview. Don’t forget to confirm the journey.

    • How do I quickly claim a return commute?

      In both the portal and the app, you can easily create return journeys. To do this, your home and work address must be added to your profile.

      My Reisbalans

      Log in to the portal and click on ‘Journeys and claims’. Click on the menu on the right-hand side for the day on which you would like to add the journeys and click on ‘+ Commuting journeys’. To do this, your home and work address must be added to your profile. Your return journeys have now been added to your overview. Don’t forget to confirm these journeys.

      Reisbalans app

      Open the app and click on ‘Cost’, or go to ‘Cost’ in the menu at the bottom. At the top, you’ll see ‘Quick add’. Select ‘Commuting journeys’ and the day you want to add them to. To do this, your home and work address must be added to your profile. Then press the black plus sign on the right. Your return journeys have now been added to your overview. Don’t forget to confirm these journeys.

      You can also add a journey by clicking on the green plus sign and ticking ‘Create a return journey’ in ‘How do you want to claim’.

    • How do I add home working allowance/commuting day allowance?

      A home working allowance is a fixed amount you receive from your employer if you work from home. A daily commuting allowance is also a fixed amount per day, but irrespective of whether you travel to the office or work from home. Business journeys are not included in the daily allowance, you must claim them separately.

      My Reisbalans

      Log in to the portal and click on ‘Journeys and claims’. Choose the day you want to add your journey and click on the menu on the right. Select ‘Home working allowance’/’Daily commuting allowance’. The allowance/compensation will automatically be added to your overview.

      Reisbalans app

      Open the app and click on ‘Cost’, or go to ‘Cost’ in the menu at the bottom. At the top, you see ‘Quick add’. Select ‘Home working allowance’/’Commuting allowance’ and the day on which you want to add these journeys. Press the black plus sign on the right. The allowance/compensation will automatically be added to your overview.

    • How can I split my public transport journey into different travel destinations?

      For example, you travel by train from Amsterdam Central Station via Utrecht Central Station to Den Bosch. The journey from Amsterdam to Utrecht is your standard commute, but the journey from Utrecht to Den Bosch was private. In your journey summary, you will see one journey, which can be split it into two journeys.

      Please note: Currently, this is only possible in the online portal and not in the app.

      Log in to the portal and click on ‘Journeys and claims’. Click on the OV journey you want to split up and click ‘Modify’. Fill in the mileage travelled for private purposes under ‘Private leg’. You can use Google Maps for this purpose; you enter the mileage travelled between the two stations by car. Then click on ‘Save’. Your journey is now split. Don’t forget to confirm your journey.

    • How can I add a journey on my motorcycle or scooter?

      When you add a journey manually, you can choose different modes of transport. you’re your motorcycle or scooter should be added as travel mode before you are able to add them to your journey.

      My Reisbalans
      Log in to the Reisbalans portal and click on ‘Travel Modes’. Click on ‘Add private car’ in the top right corner and enter your license plate number and other characteristics. Click on ‘Save’. The mode of transport is now an available option when manually adding a journey.

      Please note: the engine has the attribute ‘private car’, but the correct Co2 emissions will be displayed when entering your license plate

      Reisbalans app
      Open the app and click on ‘More’ at the bottom right. Choose ‘Transport modes’. Click on the green plus sign in the lower right-hand corner and enter your license plate and other characteristics. Click on ‘Register’. The mode of transport is now an available option when manually adding a journey.

      Please note: the engine has the attribute ‘private car’, but the correct Co2 emissions will be displayed when entering your license plate.

    • What do I do with the GPS recording of my journey by public transport?

      If the GPS tracker is switched on, you may see transactions made with public transportation in your account. Don’t confirm these journeys. Public transport transactions are automatically registered when you check in and out using your mobility card and are registered twice if the GPS tracker is switched on.

      You can delete duplicate transactions from the GPS tracker simply by selecting the journey and clicking ‘Delete’.

      Please note: it is possible that you don’t see the journeys in your account immediately, but that they will become visible one or two days later.

    • How do I set up a favourite address?

      To be able to quickly add journeys manually, you can register favourite addresses.

      My Reisbalans

      Log in to the portal and click on ‘Favourites’. Click on the green button in the top right corner ‘Add favourite location’. Name your favourite address (for example ‘Work’) and fill in the corresponding address. Click on ‘Save’. You can view your favourite addresses and find them again when you claim a journey.

      Reisbalans app

      Open the app and click on ‘More’ at the bottom right. Go to ‘Favourites’ and click on the green button at the bottom right to add a new favourite address. Name your favourite address (for example ‘Work’) and fill in the corresponding address. Click on ‘Save’. You can view your favourite addresses and find them again when you claim a journey.

    • Can I copy one day’s journeys to the rest of the week?

      Currently, this is only possible in the online portal and not in the app.

      Log in to the portal and click on ‘Journeys & Claims’. Click on the menu on the right-hand side of the day which journey’s you want to copy and click on ‘Copy day’. The following screen shows you, on the left, which journeys are being copied. On the right-hand side, you can indicate to which days you would like to copy these journeys to. Click on ‘Copy’. You‘ll see the journeys have been copied to the selected days.

    • How do I claim a journey?

      The journey registration in your Reisbalans portal is the basis for your expense claims. The journeys you see here are registered with your mobility card or with the app’s GPS tracker (provided you have this switched on).

      Is the GPS tracker switched off or do you want to claim a different journey? You can easily do this yourself.

      My Reisbalans

      Log in and click on ‘Journeys & Claims’. Choose the day for which you want to add your journey and click on the menu on the right. Select ‘+ Expense claim/Journey’.

      Fill in the form. Choose the date and time of the relevant journey (this is automatically set to the day chosen in the steps above).

      What did you do?

      Select a journey. Choose which mode of transport you used. Please select the relevant license plate in case you travelled by car.

      What was the purpose of your trip?
      Choose the purpose of your journey in order to get the correct compensation.

      Business – (Return) journeys from your (fixed) place of work to appointments.
      Commuting – (Return) journeys from your home to your (regular) place of work.
      Private – Journeys you did not make for work. It may be that this option is not shown, because your employer does not allow private travel.

      Claim based on?
      Choose whether the journey should be reimbursed based on the distance travelled (the number of kilometres) or on a fixed amount (per journey). Which option you should choose depends on your employer’s policy.

      Distance travelled? (if using a car)
      If your journey was by car, this heading will appear. Fill in the address you left at ‘From’ and the address you went to at ‘To’. The system automatically retrieves the corresponding kilometres.

      Accounting codes
      Some employers work with different projects and associated codes. If this is the case for your employer, please select the right project here. If not, leave this field empty.

      If everything has been entered correctly, click ‘Save’. Your journey will now be visible in your Journeys & Claims.

      Reisbalans app

      Open the app and click on ‘Cost’, or go to ‘Cost’ in the bottom menu and press the green plus in the bottom right.

      Fill in the form. Choose the date and time you made this journey.

      What do you want to claim?
      Select journey. Choose which means of travel you used. Select the relevant license plate in case you travelled by car.

      How would you like to claim?
      Choose the purpose of the journey in order to get the right compensation.

      Business – (Return) journeys from your (fixed) place of work to appointments.
      Commuting – (Return) journeys from your home to your (regular) place of work.
      Private – Journeys which are not work related (not all employers allow employees to travel privately; check with your employer).

      If you want to claim a journey, choose ‘Distance’. If you want to claim an amount (for example a business lunch), please select ‘Amount’.

      If you choose ‘Distance’, two new fields will appear. Fill in the address you left at ‘From’ and the address you went to at ‘To’. The system automatically retrieves the corresponding kilometres.

      Details
      Some employers work with different projects and associated codes. If this is the case for your employer, please select the right project. If not, leave this field empty.

      If your employer requires you to add a statement about the journey, you can use the ‘comments’ field.

      Save or confirm
      You can either account for the journey immediately (i.e. forward it to your employer) or not (yet). If you want to, select ‘Confirm’. Or choose ‘Save’ and confirm this journey at a later time (for example, together with the rest of the week).

      As soon as you have made your choice, you can see that the journey you just filled in is visible in your Expenses.

    • How can I submit my registered journeys for approval by my employer?

      Once you have confirmed your journeys, they will be submitted to your employer as a claim. Confirm = claim. Your employer is informed how many journeys/mileage you have made and can reimburse you for them.

      My Reisbalans

      Log in and click on ‘Journeys and claims’. Click on the grey box next to the week number in the top left corner. The entire week is selected. Click on the ‘Confirm’ button at the bottom of the screen to account for your journeys.

      Do you want to account for separate days? Click on the grey box next to the date. Click on the ‘Confirm’ button at the bottom of the screen. Click here to put in accounting information for your journeys of the day.

      Reisbalans app

      Open the app and click on ‘Expenses’. Click on the selection icon in the top left corner (next to ‘Open’) and select the journeys you want to process. Three options now appear at the top. Press the ‘Confirm’ button to account for your journeys.

      Do you want to account for each journey? Then go to ‘All expenses’, find the desired journey and click on ‘Confirm’. Or click on the desired journey and click on ‘Confirm’.

    • Can I confirm a week and add journeys later?

      This is possible, but preferably do this only if that week is not yet settled.

    • Can I change a confirmed journey?

      Yes, this is possible in both the portal and the app, but only if your employer has indicated that this is permitted.

      My Reisbalans
      In ‘Journeys and claims’, pick the journey you want to change and click on the arrow to the right of the journey to ‘reset’ the journey. The journey is now again a draft version and can be changed. Do not forget to reconfirm the journey after changing it.

      Reisbalans app

      Click on the journey and click ‘Reset’. The journey is now again a draft version and can be changed.. Do not forget to reconfirm the journey after changing it.

    • What should I do with an ‘incomplete’ journey in my overview?

      Suppose you forgot to check out. Or, when checking out, you realize you forgot to check in. Or the equipment is not working properly, so you could not check in or out. This means that of a specific journey only one ‘check moment’ is known. This is classed as an ‘incomplete journey’. You still need to account for this journey (if agreed with your employer).

      Carrier data

      What you see in Reisbalans is the data we receive from the carrier. We CANNOT change these details. Nor can we check whether the equipment at a station, for example, is working correctly. We are also unable to change the rate charged by the carrier.

      Additional charges

      In such situations, the carrier (regardless of the cause!) will charge a higher rate, the so-called ‘Correction Rate’. In Reisbalans, you see the expenses charged by the carrier for the journey. Your employer may choose to pass this correction rate on to you. This is visible in your Dashboard. Most carriers offer the option to request a refund of the excess amount paid.

      If you are travelling with a mobility card provided by Reisbalans, you can request a refund via uitcheckgemist.nl (with the exception of the NS Business Card). It sometimes take a while before a trip is visible on uitcheckgemist.nl. In most cases, this is within 14 days, but at the latest within 62 days.

      If your submitted refund request is approved and you have indicated that you would like to receive an email, you will receive a message from uitcheckgemist.nl that your refund has been set up. You need to visit one of the OV-chipcard service points to charge the allocated balance onto your mobility card. This transaction will be visible in your personal portal.

      Questions or comments? Call the carrier!

      In Reisbalans, the data we receive from the carrier is registered. If you have any questions or comments about this (for example, because you are certain that you have checked out), please contact the carrier. Unfortunately, we have no influence on these matters.

      NS Business Card

      If you are travelling with an NS Business Card, you need to request a refund in your personal NS portal. For more information, click here. You CANNOT see any incomplete journeys in Reisbalans.

    • What should I do if my journey was mistakenly split into two journeys?

      When you travel using GPS tracker, it is possible that your journey is incorrectly split into two different journeys, for example if you stop to get fuel.

      My Reisbalans

      To merge these two journeys together, go to ‘Journeys and claims’. Select the two journeys by clicking on the grey box on the left. At the bottom, you will see ‘Merge’. If you click on it, you’ll notice the two journeys have been combined.

      Reisbalans app

      To merge these two journeys together, go to ‘Journeys and claims’. Select the two journeys by clicking on ‘Select’ in the top left-hand corner and selecting the two journeys. At the bottom, you will see ‘Merge’. If you click on it, you ‘ll notice the two journeys have been combined.

    • Can I add multiple journeys from one day at a time?

      Currently, this is only possible in the online portal and not yet in the app.

      Log in to the portal and click on ‘Journeys & Claims’. Click on the menu on the right-hand side for the day on which you would like to add the journeys and click on ‘+ Claim/journey’. Fill in the required information and scroll to “What was the distance?”. Once you have filled in the ‘From’ and ‘To’ boxes, a plus button will appear below. You can add more journeys by clicking on them. If you want to delete one of the journeys, click on the button with the minus sign.

    • How to refuel with my mobility card?

      You can use your mobility card to refuel almost anywhere in the Netherlands. Click here for an overview.

      The Reisbalans card works the same as a regular fuel card. You use it at the till of the petrol station or at the terminal if it is an unmanned petrol station.
      This is how it works at an unmanned petrol station:

      Follow the steps below to check out your fuel expenses:

      1. Remember your mileage when you leave the car (you need to enter it at checkout).
      2. Pay with your mobility card after filling up with petrol, or beforehand in case of unmanned petrol stations.
      3. Insert your card into the PIN device, enter mileage and PIN number. You created the PIN number for refuelling when you registered for the mobility card.
      4. You have now paid. Your fuel transaction is visible in your portal and in the app.

       

      Attention! It is not possible to use your mobility card to pay abroad. Claim your foreign fuel receipt(s) via Reisbalans. Payment is made via your employer.

    • get an error message when I want to check out with my fuel card, what to do?

      When you pay at a manned petrol station, it can happen that you get an error message when you hold your fuel card at the cash machine for contactless payment. The cash machine first recognises the OV-chip function of the card before it registers the magnetic strip that is actually used for the payment.

      In this case, it is best to ask the staff member at the petrol station to deactivate the ‘Contactless payment’ function of the ATM.

    • I forgot the PIN number for refuelling, what to do?

      During your registration, you have chosen your four-digit PIN number. If you have forgotten your PIN number, please contact Customer Service. Your mobility card will be temporarily blocked for refuelling if you entered the incorrect PIN number three times. After 24 hours, you can make payments again using the correct pin code.

    • How to add and pay for Carwash?

      You can use Carwash using your mobility card. With over 1,100 affiliated carwash locations, there is always a carwash nearby that you can use with the Travelcard fuel card. To make it easy for you, the smartphone locator makes it easy to find a carwash nearby. Or click here for the list of Carwash locations.

      Paying for carwash with the fuel card is very easy. As with the payment of fuel, you enter the PIN code and optionally the odometer reading during checkout.

    • How does electric charging using an Eneco key fob work?

      If you are permitted to charge electrically using an Eneco key fob, you can use it at all public charge stations and at Eneco private charging stations.

      Do you have a private charging station from another supplier? If so, please contact your supplier to activate yourEneco charging station.

      Electric charging is easy:

      1. Park your car at a charging station
      2. Connect the charging station to your car. Most charging stations will display a green light if the pairing is correct. If the light is red, there is a malfunction and charging is not possible.
      3. Hold the key-fob in front of the charging station and wait until the lights turn blue. This indicates charging has commenced.
      4. On your return, unlock the charging station using the key fob and disconnect the charging cable.
    • How do I book a taxi using Reisbalans?

      If your employer allows you to use a taxi, you can make a booking via Customer Service by phone or email.

      Book your taxi at least one hour in advance by phone. You can reach us 24/7 on 088 – 934 34 56.
      If you would like to make a booking by email, please contact our Customer Service at klantenservice@reisbalans.nl at least one working day in advance.

    • What does private use involve?

      Employers may allow the use of Reisbalans services for private purposes. The expenses for private use can be settled in two ways. Either based on a settlement in the salary or through a direct debit agreement between Reisbalans and the employee.

      Check with your employer whether private use of the Reisbalans services is permitted and what form of settlement will be applied.

    • How does it work if I have private expenses deducted through my own bank account?

      If you pay through your own bank account, Reisbalans will collect your private use through a monthly direct debit. You issue the automatic authorisation via your Reisbalans account. . The collection of fees is performed by our payment partner Twikey.

      You are then allowed to use the services your employer offers through Reisbalans privately. You need to give these transactions the destination ‘Private’, to ensure the expenses are settled via your bank account. Don’t forget to confirm these journeys.

      Attention! If you click ‘Confirm’, you cannot undo this action, and your journey cannot be changed. Please check carefully that all details are correct. Are you still in doubt? Then click ‘Cancel’.

    • How can I enable the offsetting of private use through my own account?

      My Reisbalans
      Log in to the Reisbalans portal and click on ‘Invoicing’ in the menu on the left. Click on ‘Send automatic authorisation’. In a new tab, the authorisation screen of our payment partner Twikey opens. Select your bank, fill in the requested details and check the confirmation. Close the tab to return to the Reisbalans portal.
      Attention! Please have your identifier or bank login details ready.

      Reisbalans app
      Open the app and click on ‘More’ at the bottom right. Click on ‘Invoicing’. Click on ‘Send automatic authorisation’. The authorisation screen of our payment partner Twikey opens in a new screen. Select your bank, fill in the requested details and check the confirmation. Close the screen to go back to the Reisbalans app.
      Attention! Please have your identifier or bank login details ready.

    • What is a direct debit authorisation and how does it work?

      A direct debit authorisation means that you authorise Reisbalans to collect the amount for expenses incurred privately from your bank account. You do this by issuing your authorisation under the ‘Invoicing’ button in your Reisbalans account (see also ‘How can I switch on private use settlement via my private account?’) and by giving your journeys and transactions the journey purpose ‘Private’ for confirmation.

    • Why am I unable to issue my direct debit authorisation?

      If you get an error message stating cancelled when issuing your authorisation, you accidently clicked cancel. Was this a mistake? Then try again via your Reisbalans account.

      If it says issuing authorisation failed, this is most likely due to a technical error at your bank. Try again in a few minutes.

      Do you keep getting an error message? Please contact our Customer Service.

    • How soon after issuing my automatic authorisation can I make private use of Reisbalans (via my own account)?

      Once you have issued your automatic authorisation, you can start using Reisbalans privately straight away. It is especially important that you have issued the authorisation when you want to confirm the transactions on the travel destination ‘Private’. At the time of confirmation, Reisbalans will check whether the expenses need to be settled via your bank account or your salary.

    • What happens if I revoke my authorisation?

      If you revoke your direct debit authorisation, private use will no longer be automatically debited from your bank account. Instead, all expenses with the travel purpose ‘Private’ will be deducted from your salary.

      You can still make use of the services provided by your employer. The mobility card or travel products will therefore not be cancelled when your authorisation is withdrawn.

      If you would like these charges to go through your private account again, you can issue a new automatic authorisation through your Reisbalans account.

    • What’s Twikey?

      Twikey is our payment partner with whom we work together for the collection of private fees. Automatic authorisation and the collection of expenses incurred is performed by Twikey.

    • How can I change my direct debit details?

      You must inform your employer and bank of any changes to these details.

    • How can I change my bank account number?

      You cannot change your bank account number for your automatic authorisation with Reisbalans. If you want to make the collection through a different bank account number, you must withdraw the current authorisation and issue a new one.

    • How can I class my transactions as private use?

      You can do this when confirming transactions. Before confirming these journeys, you must select ‘Private’ as destination.

      Attention! If you click ‘Confirm’, you cannot undo this action, and your journey cannot be changed. Please check carefully that all details are correct. Are you still in doubt? Then click ‘Cancel’.

    • What should I do if my journey has been incorrectly assigned the wrong journey destination?

      Did you accidentally confirm a transaction with the travel purpose ‘Private’ when it was actually commuting or business? You can claim excess expenses via Reisbalans.

      My Reisbalans
      Log in and click on ‘Journeys and claims’. Choose the day you want to add the claim and click on the three dashes on the right. Click on ‘+ Expense claim / Journey’. Choose main category ‘Other’. Enter the amount you mistakenly paid privately. Add a screenshot or photo of the journey from the portal or app. Enter in comments: Accidentally confirmed private instead of [commuting OR business]. Choose which situation applies. Click on ‘Save’.

      Reisbalans app
      Open the app and click on ‘Expenses’. Click on the green plus sign to add a new claim. Enter the date and time and indicate that you want to claim a receipt. Choose main category ‘Other’. Enter the amount you mistakenly paid privately. Add a screenshot or photo of the journey from the portal or app. Enter in comments: Accidentally confirmed private instead of [commuting OR business]. Choose which situation applies. Click on ‘Save’.

    • What should I do if my invoice and/or amount to be collected is incorrect?

      If your invoice and/or the amount to be collected are incorrect, please contact Customer Service. If the amount has already been debited, do not reverse this money.

    • Why did payment of my invoice fail?

      If you have received an email from us stating that the collection was unsuccessful, there may be various reasons for this. However, you do not need to transfer the amount to us manually as we will try to collect the amount again in 5 working days. We want to make sure things are going well, so we ask you to please check that you have enough balance in your bank account.

    • When will I receive my invoice?

      Around the 8th of each month, you will receive an email announcing the collection of fees and referring you to the invoice which can be found in your Reisbalans account. The invoice contains the expenses of the previous month. So in the month of May, you will receive the invoice with expenses incurred in the month of April. The date/time at which you confirmed your journeys is leading in this context.

    • Where can I find private charges?

      My Reisbalans
      Log in and click on ‘Journeys and claims’. For each journey that is confirmed as Private, costs can be found by clicking on the journey. On the screen that opens, you find the line ‘To be invoiced’ on the right. This is the amount you will be charged.

      Reisbalans app
      Open the app and click on ‘Expenses’. For each journey that is confirmed on the destination Private, expenses are visible by clicking on the journey. On the screen that opens, the expenses are listed in the section ‘Expenses’. This is the amount you will be charged.

    • What’s on my invoice?

      The description of your invoice lists the expenses incurred per category (e.g. public transport or parking) and relevant VAT rate. Total expenses are shown with and without VAT. On the top right, Customer Service contact information is shown in case you have any questions.

    • What’s in the transaction attachment?

      This stipulates journeys made, at which date using which mode of transport. The document consists of two sheets:

      • Total amount per card (excl. VAT)
      • Transactions completed

       

      Total amount per card
      This sheet contains the following columns by default:
      A – Mobility card number
      B – Mobility card type
      C – Personnel number
      D – Email address
      E – First name
      F – Prefix
      G – Last name

      Attention! Starting with column H, there may be several additional columns depending on your private use.
      From column H onwards, travel transactions per mode of transport (also called Selling Unit) are added up.

      Each mode of transport has two columns. For example, in case of travelling by train, you will see a column stipulating the number of train journeys and a column stipulating total train journeys. This amount is exclusive of VAT. If you also travelled by metro, you will see with a column stipulating number of metro journeys and a column stipulating total metro journeys.

      Transactions completed
      This sheet contains the following columns (if a column is not applicable, it will be empty):

      A – Transaction number: A transaction number is unique
      B – Personnel Number: The employee number is determined within your organisation and linked to your mobility card number
      C – Email address: Your work email address
      D – First name
      E – Prefix
      F – Last name
      G – Cost center: Cost centre designated by your organisation
      H – Mobility card number: Number of your mobility card
      I – Mobility Card Type: Type of card
      J – Spent on
      K – Mobility Card Product: Type of product on your card
      L – Mobility Card Subscription: Subscription on your card
      M – Supplier: Carried used for your journey
      N – Mode of transport: Mode of transport you used for your journey
      O – Travel class
      P – License plate
      Q – Checked in at
      R – Checked out at
      S – Weekday
      T – Checked in at: This column will remain empty in case of travelling privately. The location is visible in your portal or app.
      U – Checked out at: This column will remain empty in case of travelling privately. The location is visible in your portal or app.
      V – Distance in kilometres
      W – Price (excl. VAT): Expenses to be paid, excluding VAT
      X – VAT rate: VAT percentage to be paid on the above mentioned amount
      Y – Price (incl. VAT): Expenses to be paid, including VAT
      Z – Original price (excl. VAT): Original price of your transaction; part of the expenses may be reimbursed by your organisation, which is why this amount differs from column W
      AA – Final on: Date when the transaction was finalised in our system
      AB – Selling Unit: Technical description of a transaction. This enables us to distinguish between mode of transport, surcharges and correction rates
      AC – Destination: Purpose of the transaction you entered (commute, business or private)

      There are two special situations that may cause the contents of the columns to differ:

      1. You travelled first class, but only second class is reimbursed by your employer
        In this case, you must pay the upgrade cost of the ticket yourself. Column Z stipulates the original price of your transaction. Columns T and U stipulate locations, and columns W and Y stipulate additional costs for first class. Column AC stipulates if the purpose of the journey is commuting or business.
      2. You travelled one leg privately before or after a commuting/business journey
        In this case, you have to pay the extra expenses of other stops yourself. Locations are stipulated in columns T and U. Columns W and Y stipulate the price of the leg of the journey you have to pay yourself. Column AC stipulates if the purpose of the journey is commuting or business.