Frequently asked questions

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    • How do I lock my bike correctly to avoid a fine?

      Avoid a fine of €350 (OV-bike) or €1,750 (OV-ebike) by paying attention when renting and using the bikes.

      Here’s how to start the rental:

      The rental starts as soon as you open the lock at the rental location.
      Always check first if the OV-bike is locked with the ring lock before taking it.
      Hold your Reisbalans mobility card with the ‘OV-bike’ service against the lock.
      When the ring lock opens, a green light will flash. This means your rental has started.

      Opening the lock during your ride:

      The lock on the OV-bike only opens with your mobility card.
      Hold your mobility card against the lock. Once the ring lock opens, a green light will flash again.
      If you want to remove the chain, press the button on the lock for 3 seconds. A green light will appear, indicating you can release the chain.

      By following these steps, you use the OV-bike or OV-ebike correctly and avoid unnecessary costs!

    • How long can I be checken-in at a station?

      At many stations, you can only enter by checking in at a gate. Checking in and out is free as long as you leave the station within an hour.

      If you remain checked in at the same station for more than one hour, an entry fee of €20 will be charged. This amount cannot be refunded, so make sure to check out within the time limit to avoid unnecessary costs.

    • How can I use the NS P+R service with Reisbalans?

      To use P+R, you need to activate the service in your Reisbalans environment. Log in to the Reisbalans app or portal and go to ‘Cards & Services’. Here you can activate the service. There are no costs associated with activating NS P+R, and you can use it immediately after activation.

    • How do I park at a P+R location with my Reisbalans mobility card?

      Parking at a paid NS P+R parking lot works as follows:

      • Entering a P+R site
      • Drive up to the barrier. Your license plate will be scanned
      • The barrier will open, and you can park your car Exiting a P+R site
      • Drive up to the barrier. Your license plate will be scanned, and the amount will appear on the display
      • First, scan your Reisbalans mobility card to apply traveler’s discount. The discount will be calculated automatically
      • Then, scan your Reisbalans mobility card again to pay
      • The barrier will open, and you can exit
    • How can I get traveler’s discount with NS P+R?

      At paid P+R locations, you can get a discount on parking costs if you travel by train. If you travel by train on the same day as the parking promotion, you’ll get a discount. The traveler’s discount is only applied once the daily rate is reached. To apply the discount, you need to scan your Reisbalans mobility card when exiting.

      Please note:

      • The discount does not apply to international train travel.
      • The traveler’s discount applies when the regular daily rate is reached.
      • If you haven’t checked out with the e-ticket or the Reisbalans mobility card, no discount can be applied.
    • What does NS P+R cost?

      Many P+R locations are free, but at other locations, you pay to park. Prices vary per parking lot. At paid parking lots, you can park with a discount if you travel by train on the same day. The amount of the discount depends on the location, but with the discount, the maximum daily rate is always €9.

    • What is NS P+R?

      P+R stands for Park and Ride, these are parking lots close to NS stations. These parking lots can be useful as a solution if you want to travel part of your journey by train.

    • What should I do in case of damage to the shared car?

      If you have caused damage, you must fill in the European accident report form. This form can be found in the car. Ensure that all details on the front page of the accident report form are completed truthfully, then sign at the bottom of the form. Always fill in the form on the spot and take clear photos of the situation and any damage to the other car. Email the photos of the damage to the provider of the shared car. Also, contact your employer immediately after the incident.

    • What if I’m not back on time and my reservation expires?

      Then you cause a problem for any subsequent users. Extend your reservation in the Reisbalans shared mobility app for the time you still expect to need. If the car is not available at that time, someone else has already reserved the mode of mobility. Contact the provider of the shared car immediately so they can assist the user after you. Always reserve enough time and make sure you can end the reservation before the end time.

    • How do I close the reservation?

      When you arrive at your destination, you must close the reservation and the mode of mobility. Get out of the car or off the bike, go to your current reservation in the app, and click ‘key’. Always make sure that the mode of mobility is securely locked before leaving it and ending the reservation.

    • How do I open the shared car or bike lock?

      In the Reisbalans shared mobility app dashboard, press ‘Reservations’ and select the current reservation. In the reservation, press ‘Key’. Then you can open the mode of mobility via Bluetooth with the app. Note: make sure that Bluetooth and GPS on your mobile phone are enabled.

    • How can I cancel a reservation?

      Go to ‘Reservations’, choose ‘Current’, and select the reservation you want to cancel. Click on ‘Cancel reservation’.

    • How do I make a reservation?

      Press ‘New reservation’ in the dashboard. Then choose the mode of mobility and location, enter the desired start date and time, and click ‘Save reservation’. The reservation will then appear in the dashboard. From there, you can start the reservation and open the mode of mobility.

    • What permissions do I need for the Reisbalans shared mobility app?

      To use all functions in the app, the following permissions must be granted on your mobile phone:

      – Bluetooth
      – Mobile connection
      – GPS location

    • How do I log in to the Reisbalans shared mobility app?

      You can log in with the same credentials you use for the Reisbalans environment.

    • What can I do with the Reisbalans shared mobility app?

      The app gives you access to the shared mobility options offered by your employer through Reisbalans. In the app, you can reserve cars or bikes, start your journey, and then close it again. Additionally, you can also reserve parking spots at the office, if your employer offers that.

    • Where can I download the Reisbalans shared mobility app?

      The Reisbalans shared mobility app can be found in the Apple Store and in the Google Play Store.

      App store (Apple): Deelvervoer Reisbalans App

      Google Play Store (Android): Deelvervoer Reisbalans App

    • How do I use the Intercity Direct?

      If your employer allows you to travel on the Intercity Direct, you must load a surcharge onto your Reisbalans mobility card before departure. You do this at the station at the special surcharge kiosk, located at the platform where the IC Direct departs. It is also possible to do this online as an e-ticket, at the NS card machine or at the service desk at the station. At the surcharge kiosk you hold the Reisbalans Mobility Card in front of the reader and the surcharge is activated automatically. At the final destination you do not have to do anything, you check out in the same way as normal. The surcharge only applies to a single trip.

    • How does garage parking work with Yellowbrick?

      Parking in a garage is easily done with the Yellowbrick app. Drive through the barrier, take the ticket, and park the car. Then, start the Yellowbrick app and initiate a parking session by selecting the zone number or the parking garage. After the parking session, you can exit directly through license plate recognition. Also, parking in a garage via Yellowbrick will be listed in the overview in the Reisbalans app and portal and will be settled accordingly.

    • How can I declare expenses via Greenwheels?

      If you have incurred costs during the journey with Greenwheels, such as for windshield washer fluid, refueling or charging, you can declare these. On the Greenwheels website, you can submit a declaration for these costs via https://www.greenwheels.nl/declaratie. Indicate here that it concerns a trip via Reisbalans, fill in the necessary details, and if possible, attach the receipt. Once everything is filled in, click ‘Send’. The declaration will then be checked by Greenwheels and the amount will be transferred to the account number you provided.

    • What can I do with ‘Your result’?

      In ‘Your result’, you see an overview of all travel expenses you have incurred and the reimbursements you receive. At the top of the page, you will see your ‘Travel balance’; the balance of the costs incurred and the reimbursements to be received. This result is what is settled at the end of the month. If you receive more in reimbursements than you have incurred in costs, the result is positive, and you will receive money. If you have incurred more travel costs, the negative result will be deducted.

      You can see in detail how the result is settled on this page. You can select whether you want to see the gross result or the net result and for which period.

      Some of the terms mentioned might be unclear to you. Here is a brief explanation that might provide more clarity:

      Gross
      “Gross” refers to the total amount of reimbursements before taxes, premiums, and other deductions are subtracted. For travel expenses, this is the full amount before any deductions.

      Net
      “Net” is the amount after taxes, premiums, and other deductions are subtracted from the gross amount. For travel expenses, this is the amount the employee actually receives.

      Fiscal accrual
      “Fiscal accrual” is the gradual accumulation of tax benefits by making annual use of tax-free reimbursements for travel expenses. This reduces the taxable base and leads to tax savings.

      Tax allowance
      “Tax allowance” refers to opportunities within the legislation to achieve tax advantages through deductions and exemptions. For travel expenses, this means there is, for example, €0.23 per kilometer that can be paid tax-free.

    • What can I do with ‘Your result’?

      In ‘Your result’, you see an overview of all travel expenses you have incurred and the reimbursements you receive. At the top of the page, you will see your ‘Travel balance’; the balance of the costs incurred and the reimbursements to be received. This result is what is settled at the end of the month. If you receive more in reimbursements than you have incurred in costs, the result is positive, and you will receive money. If you have incurred more travel costs, the negative result will be deducted.

      You can see in detail how the result is settled on this page. You can select whether you want to see the gross result or the net result and for which period.

      Some of the terms mentioned might be unclear to you. Here is a brief explanation that might provide more clarity:

      Gross
      “Gross” refers to the total amount of reimbursements before taxes, premiums, and other deductions are subtracted. For travel expenses, this is the full amount before any deductions.

      Net
      “Net” is the amount after taxes, premiums, and other deductions are subtracted from the gross amount. For travel expenses, this is the amount the employee actually receives.

      Fiscal accrual
      “Fiscal accrual” is the gradual accumulation of tax benefits by making annual use of tax-free reimbursements for travel expenses. This reduces the taxable base and leads to tax savings.

      Tax allowance
      “Tax allowance” refers to opportunities within the legislation to achieve tax advantages through deductions and exemptions. For travel expenses, this means there is, for example, €0.23 per kilometer that can be paid tax-free.

    • What should I do if there is a public transport delay or cancellation?

      In case of any public transport delays or cancellations, please contact the relevant transport provider. You can request a refund for your ticket.

      If the train is delayed but you want to continue your journey, you will need a new ticket. You can request a refund from the relevant transport provider for your replacement ticket.

      International tickets

      If your international train journey has been delayed, you can change your e-ticket at an NS Service Shop at a train station. You might be charged an additional fee for this. This fee can be claimed as expenses at your employers.

       

    • Which class can I use for travelling?

      When booking an e-ticket for a national journey, you can decide whether to travel 1st or 2nd class. You can choose Standard (2nd class) or Comfort (1st class) for international journeys. Booking Premium tickets (1st class with additional services) is not possible.

    • What do I need to keep in mind when travelling using an e-ticket?

      A few aspects work differently when using an e-ticket instead of, for example, an OV-chipkaart. These are the main issues to take into account when travelling using an e-ticket:

      • An e-ticket is always a one-way ticket. You need to book two single tickets if you want to make a return journey.
      • E-tickets for national journeys cannot be changed or cancelled. For international journeys, this depends on the transport provider. Read more at ‘How can I change or cancel my e-ticket?’
      • You must enter the details registered on your passport or proof of identity. The e-ticket is personalised. You need to be able to show your proof of identity if and when required when travelling.

       

    • How do I request the e-ticket service in the Reisbalans environment?

      To be able to use e-tickets you have to request this service in the Reisbalans portal. Go to ‘Cards and services’ in the portal. If the service e-tickets has been made available for you, it will appear under ‘Available’. Click on the service, write a motivation text if necessary and click on ‘Request’.

    • Where are the Greenwheels cars located?

      You can find a map with all Greenwheels cars locations on the Greenwheels website or in the app.

    • I have another question on Greenwheels, what do I do?

      Do you have any questions on using Greenwheels’ services? You can find their FAQ’s online.

      Do you have a question on linking Greenwheels and Reisbalans? You can email our customer service department at klantenservice@reisbalans.nlor call them at 088 – 934 3456. The customer service department is available 24/7.

    • What happens to my Greenwheels account when I am no longer employed by my employer?

      Your account will not be terminated when you are no longer employed by your current employer. Your future invoices will no longer be send to your employer. If you want to continue using Greenwheels’ mobility services, please add a new email address and method of payment in the Amber app.

    • How long does it take before my Greenwheels journey is visible in the app or portal?

      It takes one or two days before the journey is registered in the app. The journey will be visible in your overview.

    • Will my employer refund my Greenwheels journeys?

      Whether your Greenwheels journeys will be covered by your employer, and to what extent, depends on your employer. Please contact your employer for more information.

    • What is Greenwheels?

      Greenwheels is a carsharing service which offers its services in The Netherlands. You can book the cars in the Greenwheels app. As Reisbalans and Greenwheels are working together, you can use the Reisbalans app or portal to request the use of Greenwheels’ services if your employer has made this service available to you. Journeys can be booked and started using the Greenwheels app. These journeys will be visible in your overview, just like any of the other services we offer.

    • Can I cancel my Greenwheels reservation in advance?

      Yes, you can cancel your reservation up to 24 hours before the reservation starts.

    • How does the ‘Near Me’ option work in the Reisbalans app’?

      Click ‘Transport’ in the Reisbalans app and click ‘Near Me’. You will be shown a map of your own location and all available means of transport nearby. The map shows options for public transport and shared transport. Click on an icon on the map to get more information on the relevant means of transport.

    • How can I personalise the ‘Near Me’ option?

      Using the filter option enables you to select which means of transport will be visible on the map. You could for example exclude means of transport you do not want to use or the ones which have not been made available by your employer. The ‘Near Me’ filter is located at the top right corner of the screen.

    • Which transport providers and means of transport are visible in the ‘Near Me’ option?

      The ‘Near Me’ option shows all types of public transport and shared transport providers available in Reisbalans. Below you will find an overview of our current transport providers visible in ‘Near Me.’

      • Public transport in the Netherlands: train, bus, tram and metro
      • Public shared bikes and shared scooters: OV Fiets, Donkey Republic and Check
      • Public shared cars: Greenwheels and MyWheels
    • What can I use the ‘Near Me’ option for in the Reisbalans app?

      The ‘Near Me’ option enables you to view a map with available means of transport in your area. The map shows icons of all means of transport. Clicking on an icon will provide information on the type of transport and its availability. The options shown include shared cars, shared scooters, shared bikes, and all types of public transport.

    • Is privacy-sensitive information shared with external parties when I use the route planner?

      No, privacy-sensitive information will not be shared with external parties. The locations entered are shared anonymously with the external mobility partner providing the travel advice. Only when travel advice is provided by the external mobility partner, will this advice be linked to you as our user, enabling us to show you the advice provided. The travel advice requested will not be saved.

    • What do the figures visible at the OV-journeys mean?

      The figures represent how crowded the train is expected to be.
      There are 4 options:

      • 1 figure: The train is quieter than usual
      • 2 figures: The train is as busy as usual
      • 3 figures: The train is busier than usual
      • No figure: There is no information available on this train
    • How are estimated Kcal burned calculated?

      The estimated Kcal burned are calculated based on mileage. Walking is set at 54 kcal/km, cycling is set at 23 kcal/km, travelling by car is set at 2 kcal/km, and travelling by motorbike is set at 3 kcal/km.

    • How is estimated co2 emission calculated?

      The estimated co2 emission is calculated based on mileage and means of transport. It is a general calculation whereby an average emission is used for a specific type of transport. For example, travelling by car is calculated at 140 grams/km, travelling by motorbike at 81 grams/km and travelling by taxi at 224 grams/km. The co2 emission when travelling by public transport is set at 56 grams/km when travelling by bus, 65 grams/km when travelling by tram and metro, and 28 grams/km when travelling by train.

    • How does the route planner work in the Reisbalans app?

      Click ‘Transport’ in the Reisbalans app, click the green plus sign and click ‘Route planner’. You will need to enter two locations, including a date and time of travel. The route planner then shows different travel options between the two locations.

    • How can I personalise the route planner?

      The filter option enables you to select which means of transport you want to include or exclude when planning a journey. You could for example exclude any means of transport you do not want to use or the ones which have not been made available by your employer. The filter is located at the top right corner of the screen.

    • Which means of transport and transport providers are visible in the route planner?

      All transport providers available via Reisbalans can be found in the route planner. Below you will find an overview of our current transport providers:

      • Personal means of transport: walking, cycling and travelling by car
      • Public transport in the Netherlands: train, bus, tram and metro
      • NS International travel by train between the Netherlands and Germany & the Netherlands and Belgium
      • International travel by train: ICE, IC Brussel, IC Berlijn, Thalys and Eurostar
      • Public shared bikes and shared scooters: OV Fiets, Donkey Republic and Check
      • Public shared cars: Greenwheels and MyWheels
    • What can I use the route planner for?

      The route planner enables you to schedule a multi-modal journey, i.e. a journey using different means of transport. It offers suggestions on which route to take and which means of transport to use. Besides public transport, the advice also includes personal means of transport, for example, cycling, taking a car or walking. Shared cars, shared scooters and shared bikes, including Check, Donkey Republic and MyWheels, are also included.

      Please note; the advice given does not take into account whether your employer has made all transport providers available and whether you are authorised to use these services. Please also check ‘How can I personalise the route planner?’.

    • What should I do if there is a delay or cancellation of public transport?

      In case of delays or cancellations, please contact the relevant transport provider. You can claim a refund from the transport provider.

      If the train is delayed but you want to continue your journey, you will need to purchase a new ticket. You can claim a refund from the relevant transport provider for this replacement ticket.

      International tickets:
      You can change your ticket at an NS Service Shop in case your international train journey has been delayed. You might be charged an additional fee for this. You can claim a refund from your employer.

    • How can I cancel or change my order?

      E-tickets for national journeys cannot be changed or cancelled.

      Whether you can change or cancel your international e-ticket depends on the terms and conditions of the transport provider. Always check the terms and conditions to see what possibilities are available. You can check the terms and conditions during the ordering process when you’re being asked to agree with the terms and conditions. After you have ordered the e-ticket, you can find the terms and conditions with your ticket.

      If the terms and conditions allow the ticket to be changed or cancelled, please visit an NS International Desk at a train station.

       

    • When is my e-ticket valid?

      The e-ticket for a national journey is valid for the entire day on the route and the date printed on the ticket. In case of an international journey, you must travel at the time and date printed on your ticket.

    • Do I need to check in when travelling with my e-ticket?

      You don’t have to check in at a check-in pole when using an e-ticket. Showing your e-ticket upon request is sufficient. Scanning the e-ticket will give you access to the station if you need to go through the access gates.

      Please note: are you scanning the e-ticket on your phone? Make sure your bank card is not located in your phone case. If your bank card is registered at the access gate, you will be checked in via OVpay. You will then be charged a full fee for the journey, which will be debited from your bank account.

    • How do I travel using an e-ticket?

      Your e-ticket will be visible in ‘Transport’ and ‘Open’ if you have ordered your e-ticket using the Reisbalans app. If the station has access gates, you can use the QR code on your e-ticket to gain access. You don’t have to check-in if there are only check-in poles. Showing your e-ticket if and when required during a ticket check will suffice.

    • How do I order an e-ticket via Reisbalans?

      Go to ‘Transport’ in the Reisbalans app, click the green plus sign and click ‘e-tickets’. Enter a starting point, destination, date and time of departure, and choose if you want to travel 1st or 2nd class. Once you have entered these details, all available e-tickets will be visible. You then need to agree with the transport provider’s terms and conditions. The final stage is checking and/or entering your personal details.

      After the order has been completed, your e-tickets will be visible in ‘Transport’ and ‘Open’ in the Reisbalans app.

    • Where are the MyWheels shared cars located?

      You can find a map with all MyWheels cars locations on the MyWheels website or in their app. You can also find MyWheels and other car locations in the Reisbalans app with the ‘Near me’ functionality. You can find this in the ‘Transport tab by clicking on the green plus.

    • I have another question on MyWheels, what do I do?

      Do you have any questions on using MyWheels’ services? You can find their FAQ’s online.

      Do you have a question on linking MyWheels and Reisbalans? You can email our customer service department or call them 24/7. You can reach them via the contact information at the bottom of this page.

    • Where can I find a Check scooter nearby?

      You can find an overview of all Check scooters in the Check app.

    • I have a different question on Check, what do I do?

      Do you have questions on how to use Check’s services? The answers to their FAQs can be found on the Check website.

      Do you have a question regarding the pairing between Check and Reisbalans? You can contact our customer service department at klantenservice@reisbalans.nl. Or you can contact us by phone at 088 – 934 3456. The customer service department is available 24/7.

    • What happens to my Check account if I am no longer employed by my current employer?

      Your account will remain active if your employment is terminated. Your future invoices will no longer be sent to your employer. If you want to continue using Check, please enter a new email address and personal payment details. This can be done in the Check app.

    • How long does it take before my Check journey is visible in the Reisbalans environment?

      It takes one or two days before the journey is registered in the Reisbalans environment. The journey will be visible in your overview.

    • Will my employer cover the costs of my Check journeys?

      The remuneration of your Check journeys depends on the agreement made with your employer. Please contact your employer for more information.

    • How much does Check cost?

      The rates for using a shared scooter from Check can be found in the FAQs on their website.

    • How do I use Check?

      You can start using this service once Check has been activated in the Reisbalans portal. You will need the Check app to start using the shared scooters. If you have any questions on how to use Check, please check out their frequently asked questions.

    • How do I activate Check?

      If your employer has chosen to make Check available to you, please apply for this service in the Reisbalans portal. Go to ‘Cards and services’ in the Reisbalans portal and choose ‘Check’. Use the form to request this service from your employer. Depending on your employer’s settings, approving this service can be done automatically or will need to be done manually by your employer.

      You will be informed by email once your request has been approved.  Please note: you will need the link provided in this email to register. Take the following steps to register.

      1. Download the Check app for Android or IOS.
      2. Start the registration process by clicking the link in this email.
        Please note: the registration link is only valid for 3 months.
      3. Take the remaining steps to finish registering at Check.
      4. Ready to go! You can now use the Check app to rent a scooter and start using it.
    • What is Check?

      Check offers shared rental scooters in different cities in the Netherlands. The Check app enables you to rent a scooter and will navigate you to the nearest Check scooter available. Thanks to the collaboration between Reisbalans and Check, you can use the Reisbalans environment to request Check’s services, assuming your employer has made this service available to you. You can then book a scooter and start a journey in the Check app. The journeys will be visible in your overview, just like our other services.

    • Can I lock the Donkey bike if Bluetooth is not working on my phone?

      Yes, you can press down the orange handle of the lock if you want to lock your bike safely. Keep pushing down the handle until the lock closes.

    • I am unable to lock the Donkey bike using Bluetooth, what do I do now?

      Are you unable to lock the bike in the Reisbalans app via Bluetooth? You can lock the bike without using Bluetooth, by presing down the orange handle of the lock.

    • How do I terminate my Donkey Republic booking?

      The booking can be terminated in the Reisbalans app. Make sure the bike is parked in a Donkey hub and then lock the bike. Go to your booking in the Reisbalans app by clicking ‘Transport’ and ‘Open’ and click your current booking. Click ‘Terminate booking’ in the Reisbalans app.

    • How do I cancel my Donkey booking?

      Open the Reisbalans app and click ‘Transport’. Click ‘Open’ and go to your existing booking. You can cancel the booking by clicking ‘Cancel’.

    • Where can I find a Donkey bike nearby?

      You can find Donkey hubs in ‘Near me’ in the Reisbalans app. This can be found in ‘Transport’.

    • My question on Donkey Republic is not listed here, what do I do?

      Do you have any other questions on Donkey Republic’s services? You can find answers to frequently asked questions on Donkey Republic’s website.

      Do you have a question on the integration between Donkey Republic and Reisbalans? You can contact our customer service department on 088 – 934 3456. The customer service department is available 24/7.

    • How do I book a taxi with Reisbalans?

      If your employer allows you to use a taxi, you can make a reservation with our customer service by telephone or e-mail.

      Book your taxi at least one hour in advance by phone. You can reach us by phone 24/7 on 088 – 934 34 56. If you want to make a reservation by e-mail, we would like to receive it at least one working day in advance from our customer service via klantenservice@reisbalans.nl.

    • What is Donkey Republic?

      Donkey Republic offers shared bikes in different towns and cities in the Netherlands. You can use Donkey if your employer has made this service available to you. The Donkey app is integrated in the Reisbalans app. This means you can use the app to book, open and lock a Donkey bike. The journeys with a Donkey bike will be visible in your overview, just like the other services we offer.

    • How do I activate Donkey Republic in Reisbalans?

      If your employer has chosen to make Donkey Republic available to you, you can request this service in the Reisbalans portal or app. Donkey can be requested in ‘Services’ in the Reisbalans app. This button can be found by clicking ‘More’ at the bottom of the screen. Go to ‘Services’ and click ‘Donkey’ to request this service. Donkey services can be used once your employer has approved your request.

      In the Reisbalans portal, you can request Donkey by clicking ‘Features’ in the menu on the left. If your employer has made Donkey available to you, you can request this service under ‘Request features’. The Donkey services can be used once your employer has approved the request.

    • How do I use Donkey?

      Go to ‘Transport’ in the Reisbalans app and click the green plus sign. Click ‘Near me’ and choose a Donkey hub location. You will be shown an overview of all Donkey bikes available in the hub. Select a bike and start your booking. After the booking has started, you can unlock the bike by clicking the open lock icon in the app. Please note: in order to unlock the bike, you need to be near the bike and Bluetooth has to be switched on.

      For your safety, please check the bike before starting your journey. Check there is nothing wrong with the tyres, saddle or the bike chain. Is there something wrong with the bike? Cancel your booking and, if possible, book another bike in the Donkey hub. There won’t be any additional charges for this.

    • Can I lock the Donkey bike during my booking?

      Yes, you can lock the bike during your booking. In the Reisbalans app, click the closed lock icon in the booking. The booking will not be terminated. It will only be terminated if you terminate the booking in the app.

      Is it not possible to lock the bike via the app? Switch off your Bluetooth and lock the bike by pushing down the orange handle.

    • What if my Donkey bike gets stolen during my booking?

      If the Donkey bike gets stolen during your booking, you will be charged a penalty of €180. Make sure you always park your Donkey bike in a secure place and lock the bike when parking it during your booking. This way, the bike cannot easily be taken by somebody else and it will save you any unnecessary charges.

    • Do I need internet access to use Donkey?

      Yes, you need access to the internet and Bluetooth when starting, opening and terminating a booking. You don’t need Bluetooth or internet access to lock the bike.

    • What can I do with ‘Parking’?

      The email address used for registering at Yellowbrick, if you are allowed to use the parking services, can be found here. You can use this address to log into your Yellowbrick account in order to use its parking service.

    • How does street parking work with Reisbalans?

      For the parking service, Reisbalans uses Yellowbrick. View here an overview where you can park.

      Yellowbrick is a payment service for on-street parking. With Yellowbrick it is no longer necessary to buy a ticket at a parking meter. You can now very easily park on the street with the Yellowbrick app. Moreover, you no longer have to estimate in advance how long you will be parking. You only pay for the period that you park.

      If your employer has requested street parking for you, you only need to do a few things to start using Yellowbrick street parking:

      1. Download the Yellowbrick app to use n of Yellowbrick.   
      2. Then open the Reisbalans app or the Reisbalans portal and go to ‘Parking’ in the left navigation bar. 
      3. Here you will find your MFBxxx customer number. You have received your password by e-mail.  
      4. Log in with your customer number and password in the Yellowbrick app. The app is now ready to use. You can then enter the correct registration number of the car you want to park with. 

      *Yellowbrick customer number
      You can find your Yellowbrick customer number (MFB xxxx) in your portal:

      1. You log in to the Reisbalans portal with your work email address and your Reisbalans password;
      2. In the left menu bar click on ‘Parking’;
      3. In the next screen you will see your Yellowbrick customer number.

      Note! It will take some time before your customer number is visible after it has been requested

    • What kind of phone do I need for the Reisbalans app?

      The Reisbalans app is under constant development to function optimally on the three most recent versions of both iOS and Android. You can download the Reisbalans app on an iPhone with iOS 13.4 or higher or an Android phone with version 10 or higher. This minimum support will be adjusted as the versions become obsolete. You can find the app in Google Play and App Store.

    • What can I do with the Reisbalans app?

      In the Reisbalans app you can see all journeys and transactions from your mobility card. You can edit and confirm (account for) trips and transactions.

      In the app you will find a handy travel planner. This provides travel advice for public transport, car and bicycle. You can also add trips from the trip planner to a specific calendar or calendar on your phone.

      The app has even more functionalities; these are not relevant for employees of your organization.

      For example, the Reisbalans app also offers the option of ‘tracking’ journeys. The Reisbalans app then registers – using the GPS on your mobile phone – which route you take. This option is for people who keep their journey registration in Reisbalans. Lease drivers can keep track of their mileage in the app. There is also a declaration functionality; your organization does not use this.

    • Why am I being asked to provide certain permissions when installing the app?

      If you install the Reisbalans app on your smartphone, you will receive a message when addressing specific functionalities that the Reisbalans app wants access to a number of resources on your phone. Reisbalans itself does NOT have access to these sources; it is for your convenience only. Once issued, the permission can always be withdrawn in the settings of your phone (also accessible via the settings in the app).

      Specifically, it concerns the following sources:

      Camera
      Some organizations use the declaration function or the option to log in via QR code within Reisbalans. You can then photograph a receipt and upload it in the app or read the login QR code from another screen.

      GPS location
      This is necessary to be able to use the GPS tracker when you have opened the app. The journeys are therefore only registered if you have activated this functionality in the app. The location determination also has a function when registering a ride and other screens where a location can be selected; you can then choose to plan a trip to or from your ‘current location’.

      GPS location in the background
      This is necessary to be able to use the GPS tracker when you have closed the app. The journeys are therefore recorded in the background. The actual registration only takes place when the trip registration is activated on the home screen of the app.

      Physical activity
      When the Reisbalans app accesses the motion data on your phone, it can be used to make accurate measurements (such as speed) so that your route is better recorded.

      Bluetooth
      Some organizations use a reservation 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 the reservation of a taxi or shared vehicle, push notifications can be sent from the app to your phone.

    • How can I change a taxi ride?

      Taxi journeys can only be changed if they haven’t been confirmed yet. Have you already confirmed your journey? Please cancel and re-book your journey, or get in touch with the Reisbalans customer service department at

      Copy link to this item

    • How can I book a taxi?

      You can book a taxi and commence a journey using the the Reisbalans portal or app between 06:00 – 00:30 hours. A journey has to be booked at least one hour in advance.

      Via the portal:
      Log in and go to ‘Book a taxi’. Enter the date and time of which you want to book the taxi and enter all other details required. Please note: a taxi has to be booked at least one hour in advance. Click ‘Request quote’. Check the details entered and, if necessary, make any changes via ‘Change journey’. Click ‘Book journey’ to confirm the journey. You will receive a confirmation by email.

      Are you using the new portal?
      Open the portal and go to ‘Transport’. Click the green plus sign at the bottom of the screen and choose ‘Book a taxi’. Fill in the form and click ‘Request fare’. Check if all details are correct and click ‘Order now’. You will receive a confirmation by email.

      Via the app:
      Open the app and tap ‘Transport’. Tap the green plus sign at the bottom of the screen and choose ‘Book a taxi’. Fill in the form and tap ‘Request quote’. Check if all details are correct and tap ‘Order now’. You will receive a confirmation by email.

    • How can I cancel a taxi ride?

      A booked taxi can be cancelled free of charge up to one hour before departure.

      Via the portal:
      Log in and go to ‘Book a taxi’. Future journeys are visible under ‘Bookings’. Click ‘View’ at the journey you wish to cancel. Click ‘Cancel’ to cancel the journey. You will receive an email to confirm your cancellation.

      Are you using the new portal?
      Use the portal to log in and go to ‘Transport’. You will find your booking at ‘Open’. Click the booking. You will be given the option ‘Cancel booking’. You will receive an email to confirm your cancellation.

      Via the app:
      Go to ‘Transport; for an overview of all outstanding bookings. Tap the booking. You will be given the option ‘Cancel booking’ and will receive an email to confirm your cancellation.

    • How do I activate the Rental Car service?

      The Rental Car service is only accessible to Reisbalans users who are authorized to do so by their employer.

      You can activate the Rental Car service by going to the ‘Services’ heading in the portal or app in the menu. There you will see ‘Rental car’. Click on ‘Request’ to request the service. You then fill in your motivation and agree to the conditions. You will receive a confirmation email. When your employer has approved the use of the ‘Rental car’ service, you will receive a second e-mail. The Rental Car service can then be used via the Reisbalans portal or app.

    • How do I reserve a rental car?

      Via the portal:
      Go to ‘Bookings’ in the menu on the left. Click the green plus sign in the top right corner of your screen in order to add a booking. The option ‘Rental car’ will be visible. Click ‘Rental car’ to get access to the booking portal in order to book your rental car.

      Are you using the new portal?
      Go to ‘Transport’ in the menu on the left. Click the green plus sign at the bottom right corner of the screen. This will enable you to make a new booking. Tap ‘Rental car’ and tap ‘Continue’. You will then be directed to the online environment where you can book a rental car.

      Via the app:
      Tap ‘Travel’ in the main screen. You will now be able to make a new booking. Tap ‘Rental car’ and tap ‘Continue’. You will then be directed to the online environment where you can book a rental car.

       

    • How do I switch from 2nd to 1st class?

      NS class change
      You can change class at an NS machine at the station. Hold your card in front of the OV chip card reader and select ‘Class change’ on the screen. Follow the directions and don’t forget to check in with your OV chip card before boarding.

      Arriva class change
      You can change class at an Arriva machine at the station. Click on the ‘Purchase products’ button on the machine. Here you can choose ‘train business 1e class’. Then click on today’s date. Finally, click on ‘add products’ and scan the Reisbalans Card.

      Good to know:
      After class change, you can travel 1e class with NS and Arriva with your valid ticket.

    • How can I request the ‘book a taxi’ service?

      You can apply for this service in the Reisbalans portal if your employer has decided to make this service available to you.

      Log in and go to ‘Book a taxi’. Click ‘Request taxi service’ and agree with the terms and conditions before clicking ‘Request’. The service has now been requested.

      Are you using the new portal?
      Log in and go to ‘Services’. Go to ‘Request’ and click ‘Taxi’. Follow the instructions and agree with the terms and conditions. The service has now been requested.

    • What should I do if I am unlucky with the rental car?

      That is of course very annoying. Make sure you find a safe place for the car, and for yourself. On the highway you should always stand behind the guardrail. Contact the 24/7 Roadside Assistance of the rental car supplier by phone. All rental car suppliers selected by Reisbalans have a professional assistance service. The emergency number can be found with the car papers in the glove compartment, or below:

      Inqar: 0031 88 99 60 111
      Hertz: 0031 20 502 0227
      Autohopper: 088-1121284

      Need more help?

      Do you have questions or need help finding the right car? Please contact our Service Team via 088 934 34 56 (available on workdays between 8.00 and 20.00).

    • Can I have the rental car picked up?

      If you have chosen a rental car supplier when making your reservation, you can also have the rental car picked up.

      Please note that a rental car supplier cannot directly pick up the rental car. A telephone appointment must be made with the supplying rental car supplier about the collection of the rental car. The rental car must be parked free of charge and someone must be present at the agreed time to hand over the car keys and to inspect the rental car together with the employee of the rental car supplier.

    • How does the collection of the vehicle at a rental location work?

      The rental car will be ready at the time specified in the booking confirmation. The rental car can only be picked up within the stated opening hours of the rental location. When picking up the rental car, the valid driver’s license must be shown to the desk employee. The employee of the rental car supplier will inspect it with the person who collects the vehicle for existing damage. The condition of the car is recorded digitally or in writing.

    • How does the car key transfer and issuance work?

      The application must indicate who will receive the rental car. The rental car supplier will hand over the car keys to this person. Together with this person, the employee of the rental car supplier will inspect the vehicle for existing damage. The condition of the car is recorded digitally or in writing.

    • How does the delivery service work?

      When searching for the right rental car, select the option “Delivery to preferred location” in the filter under “Delivery”. You will then only see the providers who, if desired, deliver the rental car to the business or private address. There are usually costs associated with this. You will find this in the Product Rules.

      In the field “Your request” you fill in all the information so that the rental car supplier has the right address and the right contact person. On delivery it is important to select the correct time window of two hours. A rental car supplier needs this margin to deliver the rental car on time. Please note: the rental car must be able to be parked free of charge upon delivery.

    • What is a Third Party Liability (WA) insurance?

      This insurance covers all damage caused to third parties with the rented car. The premium for this third-party liability insurance is included as standard in the rental rates.

      However, there is a deductible per claim in the event of non-recoverable damage. In principle, all damage to the rental car is covered, unless there is intent of course. Please note that you always pay an Excess if you have incurred damage that we cannot recover from another party. You can find the amount of the Deductible in the Product Rules.

      A standard deductible applies per claim and in case of theft. For damage you can think of dents, window damage, flat tire, theft, total loss, etc. For a description of the deductible conditions regarding damage, theft and exceptions, we refer to the General Conditions per rental car supplier.

    • How is the rental car insured?

      The affiliated rental car suppliers have third-party insurance for the entire fleet. In the Netherlands this is regulated by law.

    • How does changing and canceling a reservation work?

      To change or cancel a reservation, always call Reisbalans customer service: 088 934 3456. Customer service is available by phone 24/7. Each rental car supplier has its own Product rules.

    • What about the fuel of a rental car?

      The fuel used is always at the expense of the renter. You will receive the rental car with a full tank and it is the intention that you return the rental car with a full tank. If this is not done, the rental car supplier will charge the cost of the fuel afterwards. It is possible that a rental car supplier charges extra costs for this. These costs will then be stated on the invoice.

    • What is a rental day?

      Rates are based on 24-hour rental days.

    • What are free kilometers?

      Most rental car suppliers charge a fee for the depreciation of the rental car in the form of a payment per kilometer travelled. In many cases, the rental car suppliers offer a rate with a number of “free” kilometers, for example 100 kilometers per day. Above this 100 kilometers you have to pay a fee, for example 13 cents per kilometre. Note: this is separate from the fuel! The fuel is always at the expense of the renter.

    • Can I rent a car if I am 18 years old but have not yet had my driver’s license for a year?

      No, all participating rental car suppliers have a minimum requirement that a driver of the rental car must have held a valid driver’s license for at least one year.

    • Can I rent a specific car, for example a Volkswagen Golf?

      For a period of 1 – 29 days you order a rental car “by category”. You will then always receive a rental car from this category with comparable size and characteristics. For periods from 30 days it is possible to request a specific make and model. Availability will then always be confirmed first by the rental car supplier.

    • What should I do if the rental car I’m looking for is not in the booking portal?

      Please contact our Service Team directly. Our specialists will get to work with your wishes. There is a good chance that we, together with our affiliated rental car supplier, will be able to find a suitable solution. We can be reached at team@tripmanager. nl

    • How do I order the desired car in the booking portal?

      In the booking portal you can indicate in the menu which date, car category and location you prefer. You will then be redirected to a screen where you can choose from an available car. You can also indicate here whether you want to have the car delivered or pick it up.

      If the request is confirmed, it will be forwarded to the chosen rental car supplier. This request becomes final when the supplier has approved and confirmed your request. You will receive a confirmation of the final reservation by e-mail as soon as possible.

    • How does journey registration work via the GPS functionality?

      If you turn on the GPS functionality via Ride registration on the home screen, the Trip Balance app registers which route and distance you travel. The journeys are enriched as much as possible, for example with a means of transport.

      About an hour after the journey has ended, the journey data will appear in your Reisbalans account. Sometimes this takes a little longer. The ritregistratie is a learning system, which becomes more accurate the longer you use it.

      Caution! Trips with public transport that you make with the mobility card are automatically visible in your Travel Balance portal. You do not need to register this via GPS or manually. You do not have to confirm these trips and you can delete them in your Reisbalans account.

      Is there anything else I need to do with this data?
      Yes: for each journey you still have to state the purpose of travel (for example, business) and the means of travel (for example, car). Reisbalans already makes suggestions for this based on your preferred settings. Then confirm the ride.

      The GPS functionality consumes a lot of battery on my phone
      To reduce battery consumption, the app is in ‘sleep mode’ until you move. You can also choose to turn on the GPS functionality per trip. The GPS will then turn off automatically after your ride.

      Who can see my GPS data?
      The GPS data is stored anonymously on a secure server. They are visible to you in your Reisbalans account. You decide for each trip whether you confirm or delete it.

      Only rides that you have confirmed are visible to your employer. If you indicated during the ride that it was private, the employer will NOT see this data.

    • What does MyWheels cost?

      Rates for using a shared car from MyWheels can be found on their website.

    • What happens to my MyWheels account when I am no longer employed by my employer?

      Your account will not be terminated when you are no longer employed by your current employer. Your future invoices will no longer be send to your employer. If you want to continue using MyWheels’ mobility services, please add a new email address and method of payment in the MyWheels app or portal.

    • How do I change from 1st class to 2nd class and vice versa?

      NS class change
      You can change class at an NS ticket machine at the train station. Scan your OV-chipkaart and select ‘Change class’ on the screen. Follow the instructions and don’t forget to check in before boarding the train.

      Arriva class change
      You can change class at an Arriva ticket machine at the train station. Click ‘Purchasing products’ at the ticket machine. Select ‘train business 1st class’ and click on today’s date. Finally, click ‘add products’ and scan your Reisbalans card.

      Good to know:
      After changing class, your valid travel card allows you to travel 1st class at both NS and Arriva.

    • 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 at 088 – 934 34 56. If the amount has already been debited, do not reverse this money.

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

      Did you accidently confirm ‘Private’ as your travel purpose, while it should have been registered as a commute or business journey? The extra charges can be claimed via Reisbalans.

      Reisbalans portal
      Log in and click ‘Journeys & expenses’. Choose the day you wish to add a claim to and click the three dots on the right. Click ‘+ Expense/Journey’. Choose ‘Other’ as main category. Enter the amount you accidently paid for yourself. Add a screenshot or picture of the journey from the portal or app. Add to the comments section: ‘Accidently confirmed as private instead of [commute OR business]’. Choose which option applies. Click ‘Save’.

      Are you using the new portal?
      Log in via the portal, click ‘Overview’ and click the green plus sign at the bottom of the screen. Click ‘New declaration. Select the date and amount of the expense claim. Enter at ‘Description’: Accidently confirmed as private instead of [commute OR business].

      Reisbalans app
      Open the app and tap ‘Overview’. Click the green plus sign to add a new expense claim. Enter the date and time and stipulate you would like to claim a receipt. Choose ‘Other’ as main category. Enter the amount you accidently paid for yourself. Add a screenshot or picture of the journey from the portal or app. Add in the comments section: Accidently confirmed as private instead of [commute OR business]. Choose which options applies. Tap ‘Save’.

    • 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.

      Please note! 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 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 change my direct debit details?

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

    • 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.

    • 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.

    • 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.

    • 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.

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

      A direct debit authorisation means 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.

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

      Reisbalans portal
      Log in at the Reisbalans portal and click in the menu on the left on ‘Invoicing’. Click ‘Issue direct debit’. The authorization screen of Twikey, our payment partner, will open in a new screen. Choose which bank you would like to use, enter the required details and check the confirmation provided. You can then close the screen and return to the Reisbalans portal.
      Please note! Keep your identifier or login details ready.

      Are you using the new portal?
      Log in via the portal and go to ‘Payments and invoices’ in the menu on the left. Click ‘Issue automatic authorisation’. The Twikey authorisation screen, our payment partner, will open in a new tab. Choose which bank you would like to use, enter the details required and check the confirmation provided. You can then close the tab to return to the Reisbalans portal.

      Reisbalans app
      Open the app and tap ‘More’ at the bottom right corner of the screen. Tap ‘Billing’ and ‘Request direct debit’. The authorization screen of Twikey, our payment partner, will open in a new tab. Choose which bank you would like to use, enter the required details and check the confirmation provided. You can then close the tab and return to the Reisbalans portal.
      Please note! Keep your identifier or login details ready.

    • 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.

      Please note! 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 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.

    • What is MyWheels?

      MyWheels offers a rental service for shared cars in the Netherlands, either for short or longer journeys with a pick-up point in your local area. As Reisbalans and MyWheels are working together, you can use the Reisbalans app or portal to request the use of MyWheels’ services if your employer has made this service available to you. Journeys can be booked and started using the MyWheels app. These journeys will be visible in your overview, just like any of the other services we offer.

    • How do I activate MyWheels in the Reisbalans app?

      If your employer has given you access to MyWheels, activate this service in the Reisbalans portal. Go to ‘services’ and ‘MyWheels’ in the Reisbalans portal and use the form to request this service from your employer. Depending on the settings, your employer will either approve your request automatically or manually.  You will be informed by email once your request has been approved.  You can then download the MyWheels app and create an account. You can install the MyWheels app on your mobile phone for Android or for IOS.

      After you have activated your account in the Reisbalans portal, you can use the MyWheels app to book a car.

    • I haven’t received an email from MyWheels after requesting this service via Reisbalans. What do I do now?

      After requesting MyWheels via Reisbalans, the email address known at Reisbalans will be used for your account. If you don’t receive an email from MyWheels after applying for the MyWheels services, this could mean the email address is already being used on another account. It is not possible to create a new account using this email address.

      In order to solve this, please change your email address at Reisbalans or at MyWheels. Then call the customer service department at Reisbalans. They can complete the process. You will then be able to create an account at MyWheels. The customer service department can be reached 24/7 via the contact information at the bottom of this page.

    • Will my employer refund my MyWheels journeys?

      Whether your MyWheels journeys will be covered by your employer, and to what extent, depends on your employer. Please contact your employer for more information.

    • How long does it take before my MyWheels journey is visible in the Reisbalans app or portal?

      It takes one or two days before the journey is registered in the Reisbalans app. The journey will be visible in your overview.

    • How do I use MyWheels?

      You can use MyWheels once you have activated this service via the Reisbalans portal. You need the MyWheels app to use MyWheels’ shared cars. If you have any questions on how to use MyWheels, please visit their FAQ page: https://help.mywheels.nl/hc/nl.

    • 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.
      • Supplements – for example, supplement for Intercity Direct.

      Reisbalans portal
      Log in and click on ‘Journeys and claims’. Choose the day you want to add the claim and click on the three dots 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’.

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

      Reisbalans portal
      Use the portal to log in and click ‘Journeys & expense claims’. Click ‘Copy day’ in the menu on the right. The journeys to be copied are visible on the left. You can decide which days to copy these journeys to on the right. Click ‘Copy’. The journeys have now been copied to the days requested.

      Are you using the new portal?
      Use the portal to log in and got to ‘Overview’. Click the three little dots on the right. The day can now be copied.

      Would you like to copy more than one day? A button is visible next to the tab ‘Open’. Click to select more than one day.

      Reisbalans app
      Open the app and tap ‘Overview’. Tap the three little dots. Tap ‘Copy day’ and select the days you wish to copy the journeys to. Tap ‘Confirm’ and ‘Copy’. The journeys have now been copied to the days requested.

    • 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.

      Reisbalans portal

      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, please go to ‘Overview’. Click on the icon in the top left corner. Tick the journeys you would like to merge. Click on the arrow in the top left and click ‘Confirm’. The journeys are merged into one journey

    • 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.

      Reisbalans portal
      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 ‘Edit’. The journey is now again a draft version and can be changed. Do not forget to reconfirm the journey after changing it.

    • 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.

      Reisbalans portal

      Log in and click on ‘Mobility events’. 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 ‘Overview’. 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? Go to the desired journey and click on ‘Confirm’.

    • How do I set up a favourite address?

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

      Reisbalans portal

      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.

    • 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.

      Reisbalans portal
      Log in to the Reisbalans portal and click on ‘Means of transport’. Click on ‘Add private motorcycle’ in the top right corner and enter your licence plate number and other characteristics. Ensure the start date is earlier than the date of your first expense claim. Click on ‘Save’. The mode of transport is now an available option when manually adding a journey.

      Reisbalans app
      Open the app and click on ‘More’ at the bottom right. Choose ‘Registered Vehicles’ and click on the green plus sign in the bottom right corner. Choose ‘Motorcycle’ and enter your licence plate and other characteristics. Ensure the start date is earlier than the date of your first expense claim. Click on ‘Register’. The mode of transport is now an available option when manually adding a journey.

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

      Reisbalans portal
      Use the portal to log in and click ‘Journeys & expense claims’. Choose the date you wish to add a journey to and click the menu on the right. Select ‘Work from home / Daily allowance commute’. The remuneration will be added to your overview automatically.

      Are you using the new portal?
      You can apply for ‘Working from home’ or ‘Commute’ in ‘Reimbursement for today’ on the home screen. Click the green plus sign to add automatically to the overview.

      Go to ‘Overview’ in the menu on the left if you would like to add a ‘Working from home’ or ‘Commute’ for a different date. Click the green button at the bottom of the screen to request a refund and select the relevant date.

      Reisbalans app
      For today: You can add ‘Work from home’ or ‘Commute’ in ‘Add today’ on the home screen. The remuneration will be added to your overview automatically.

      For a different date: Open the app and go to ‘Overview’ in the menu on the bottom. Tap the green plus sign and select ‘Work from home compensation’ or ‘Commute’. Select the relevant date, tap ‘Confirm’ and tap ‘Save’. The remuneration will be added to your overview automatically.

    • 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 portal

      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 ‘Expense’, or go to ‘Overview’ in the menu at the bottom and click on the green plus sign. Fill in the form and scroll to “How do you want to claim?”. Check the box ‘This ride is not combined (don’t apply partial commute)’ and click on ‘Save’. Your journey has now been added to your overview. Don’t forget to confirm the journey.

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

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

    • 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 to refuel using my mobility card?

      You can use your mobility card to refuel almost anywhere in the Netherlands. Click here for an overview of all petrol stations and charging points.

      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:

      Take the following steps to pay for your petrol:

      1. Remember your mileage when you leave the car (this needs to be entered at the till).
      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.

      Please note! 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.

      Check this video for more information on refuelling and paying at an unmanned petrol station.

    • 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 charging 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 your Eneco 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.
    • What should I do if I forget the PIN number for refuelling?

      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 the incorrect PIN number has been entered three times. After 24 hours, you can make payments again using the correct pin code.

    • I 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.

    • What’s in the transaction attachment?

      The attachment informs you of journeys made, at which date and using which mode of transport. Unfortunately, the attachment is only available in Dutch, however, please find the English terminology below. 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

      Please note! 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 does not include 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: Each transaction number is unique
      B – Personnel Number: The personnel 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: Carrier used for your journey
      N – Mode of transport: Mode of transport 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 when travelling privately. The location is visible in your portal or app.
      U – Checked out at: This column will remain empty when 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, supplements and correction rates
      AC – Destination: Purpose of the transaction you entered (commute, business or private)

      The contents of the columns may differ, if:

      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.
    • What’s on my invoice?

      The invoice includes 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 questionss.

    • Where can I find private charges?

      Reisbalans portal
      Log in via the portal and click ‘Journeys & expenses’. You can check the charges of each confirmed journey with travel purpose ‘Private’ by clicking the journey. ‘To be invoiced’ will be visible att he right in a new tab. This is the amount you will be charged for this private journey.

      Are you using the new portal? Take the following steps to find out which amount you will be charged for your private journeys. Log in via the portal and click ‘Your result’. Select ‘have spent’ in ‘I want to know what I…’. You will be shown the total amount of costs for private journeys. You will be charged the difference between this amount and your allowance.

      Reisbalans app
      Open the app and tap ‘Overview’. Tap a journey to check the charges of each confirmed journey with travel purpose ‘Private’. These charges are visible in ‘Overview’ in the new screen. This amount will be charged for this private journey.

    • 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.

    • 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.

    • 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 ‘+ Declaration’. 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.

    • 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’. The information provided by the carrier is visible in Reisbalans. We CANNOT change these details. Nor can we check whether the equipment, for example at a station, is working correctly. We are also unable to change the rate charged by the carrier (correction fee).

      What to do
      First of all, you need to account for this journey (if agreed with your employer). You/Reisbalans can then request a refund for the excess amount paid. More information can be found at ‘What should I do if I forget to check in or out?’ in the Mobility card section

    • Can I confirm a week and add journeys later?

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

    • 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 this is switched on).

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

      Reisbalans portal
      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 have you done?

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


      Choose the purpose of your journey in order to get the correct compensation.

      Business – (Return) journeys from your (fixed) place of work to appointments.
      Commute – (Return) journeys from your home to your (regular) place of work.

      Compensation 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.

      Accountability
      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 overview.

      Reisbalans app
      Open the app and click on ‘Overview’, or go to ‘Overview’ in the bottom menu, press the green plus in the bottom right and choose ‘New expense’.

      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.
      Commute – (Return) journeys from your home to your (regular) place of work.

      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.

      If you want to exclude a commuting leg in a business journey, you can select ‘This ride is not combined (don’t apply partial commute)’. 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

      Details
      Some employers work with different projects and associated codes. If this is the case, 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 overview.

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

      If the GPS tracker is switched on, transactions made with public transportation will be visible 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 can I split my public transport journey into different travel destinations?

      This can only be done in the Reisbalans portal.

      Reisbalans portal
      Use the portal to log in and click ‘Journeys & expense claims’. Click the public transport journey you wish to split and click ‘Change’. Enter the private mileage. Click ‘Confirm’. Your journey has now been split. Don’t forget to confirm your journey.

      Are you using the new portal?
      Use the portal to log in and go to ‘Overview’ in the menu on the left. Find the public transport journey you wish to change, and click ‘Change’. Enter the private mileage. Click ‘Confirm’. Your journey has now been split. Don’t forget to confirm your 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.

      Reisbalans portal

      Log in to the portal and click on ‘Mobility events’. Click on the menu on the right for the day on which you would like to add the journeys and click on ‘+ Commuting declaration’. 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

      If applicable to today: You can add ‘Commute’ in ‘Add today’ on the home screen. Make sure you have entered your home address and work address. The return journeys have now been added to your overview.

      In case of another date: Open the app and go to ‘Overview ’. Click on the green plus sign and select ‘Commute’, select the correct date and click on ‘Save’. The return journeys have now been added to your overview.

    • 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 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.

    • Why is my GPS journey not recorded?

      There can be multiple reasons for this. Here are some tips that might help:

      • Check if you have installed the latest version of the app.
      • Check if the app is open and if you are logged in.
      • Check if the GPS functionality is enabled.
      • Check if the ‘location services’ on your phone are activated.
      • Check if the app is not in energy-saving mode. This can cause the GPS to not work or not work accurately.
      • Check if ‘background app refresh’ is enabled (for iPhone users).
      • Is all this in order? Then close the app for a moment and reopen it.

      Android has specific energy-saving apps and battery-saving settings on the phone. These apps or settings may prompt a user to put an app in energy-saving mode if it consumes too much battery. This prompt can also appear for the Reisbalans app. If you choose this option, the background functionality of our app will be disabled, and therefore no trips will be recorded. You can check within these apps and settings which apps are in energy-saving mode. Ensure that Reisbalans is not among them.

      Follow the steps below to adjust this:

      1. Go to the settings on your phone and click on ‘Apps’.
      2. Find the Reisbalans app and click on it.
      3. Click on ‘Battery’ and select ‘Unrestricted’.
      4. Your setting will be automatically saved.

      Still having trouble despite these tips? Then contact the Reisbalans customer service. We are available 24/7 at phone number 088-934 34 56 or klantenservice@reisbalans.nl.

    • 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 only add a reference, for example ‘private’ or ‘my vehicle’.

      Ensure the start date is earlier than the date of your first expense claim. You can add multiple cars, there are no restrictions to which description is given to your private car.

    • 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 ‘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.

    • 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.

      Please report here if your mobility card has been lost or stolen. You can also terminate your card (check with your employer whether this also applies to you) here. Progress on a mobility card you have applied for is also visible.

    • 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.

    • 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.

      You will have immediate access to the Reisbalans portal if your employer is using Single Sign On (SSO).

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

    • 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 ‘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 ‘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.

    • Which browser do I need for the Reisbalans portal?

      Reisbalans works on almost every browser, for example 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.

    • I forgot my Yellowbrick password, what to do?

      A new password for your Yellowbrick account can be requested in the portal and the app.

      Reisbalans portal
      Log in and click ‘Parking’ in the menu on the left. Click ‘Forgot Yellowbrick password’. You can request a new password by entering your email address and clicking ‘Send password’. Your new password will be emailed to you, after which you can log in at Yellowbrick.

      Are you using the new portal?
      Log in via the portal and click ‘Cards and services’ in the menu on the left. Click ‘Yellowbrick’. Click ‘Request password’. Click this link to be directed to Yellowbrick’s online environment and request new login details.

      Reisbalans app
      Open the app and tap ‘More’ at the bottom right corner of the screen. Go to ‘Services’ and ‘Street parking’. Go to ‘Forgot password?’ and tap ‘Open website’. Tap ‘Continue’ when the ‘Open website’ pop up appears. You can request a new password by entering your email address and clicking ‘Send password’. Your new password will be emailed to you, after which you can log in at Yellowbrick.

    • How do I park at a ParkBee location with Yellowbrick and Reisbalans?
      1. Open the Yellowbrick app
      2. Choose the nearest Yellowbrick location using the yellow pins on the map.
      3. Confirm zone code and check the summary.
      4. It is possible to choose an end time and request a push notification.
      5. Check your licence plate and click Start (‘Starten’)
      6. If you want to terminate the parking session, go to the Ongoing (‘Lopend’) for an overview of active parking sessions.
      7. Click the yellow Stop button to see a summary of the parking session.
      8. On the next screen, click on the red Stop button to terminate your parking session
      9. The parking session will be visible within 48 hours in your Reisbalans account.
      10. Add a travel purpose and click Confirm (‘Bevestigen’)
    • 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 park on the street with Yellowbrick and Reisbalans?
      1. Open the Yellowbrick app
      2. Start a new parking session.
      3. Select the ParkBee car park (yellow ‘P’ icon, which includes a little roof above the letter ‘P’)
      4. Click Choose location (‘Kies locatie’)
      5. Swipe right to open the barrier. Make sure you are located in front of the barrier, so you can enter the car park and start a parking session.
      6. When leaving the car park, click Car park exit (‘Garage uitgang’) and swipe right to open the barrier in front of you. You can exit the car park and the parking session will be finished.
      7. The parking session will be visible within 48 hours in your Reisbalans account
      8. Add a travel purpose and click Confirm (‘Bevestigen’)
    • How do I activate Yellowbrick?
      1. Download the Yellowbrick app in order to use Yellowbrick.
      2. Log in using the email address linked to your Reisbalans account.
      3. Click here to request your password. Enter the same email address.
      4. Log in using your username and password. The app is ready to be used. You can now enter the correct licence plate of the vehicle you would like to park.
    • What is Yellowbrick?

      Yellowbrick is a payment service for mobile parking. With 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 available on the streets throughout the Netherlands, at more than 250 ParkBee locations and at Schiphol.

    • 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 the Reisbalans portal or app.Any journeys you confirm as private are not visible to your employer.

      Are the private journeys or transactions made with a mobility card paid for by the employer and will these charges be deducted from your salary? These amounts will be visible to your employer, however the route travelled will not be visible.

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

    • 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.

      Please note:: the activation link is valid for 30 days. Make sure you activate your account within this period. Is the link no longer working? Please contact our Customer Service.

      Your account login details will give access to the Reisbalans online portal and Reisbalans app.

    • I forgot my password, what to do?

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

      Reisbalans portal
      Log in at the portal and choose update password. Enter the email address known at Reisbalans. You will receive an email with a link to create a new password.

      Reisbalans app
      Open the app and click on ‘More’ in the bottom right corner. Click on ‘Your account information’ at the top of the screen, click on ‘Edit’ at ‘Account details’. You can update your password here

    • 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.

      Please note! If you have access to the Reisbalans portal for business purposes, you need to enter your details via your employer. Your employer uses Single Sign On (SSO) which means your personal details will automatically be updated at Reisbalans.

    • What do I use ‘Navigation’ for?

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

    • What do I use ‘Transport’ 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 see in ‘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.

    • 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, this 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.

    • How does trip registration via GPS tracker work?

      When you switch on the trip registration, 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.

      Please note! 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 can specify 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, the information will NOT be visible to your employer.

    • What do I use ‘Registered Vehicles’ for?

      You will find an overview modes 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 only add a reference, for example ‘Private’ or ‘My vehicle’.

    • 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.
      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.
    • My mobility card has been lost/stolen/damaged

      Please block the card as soon as possible if the card has been lost or stolen! A blocked card CANNOT be (re)activated. You will therefore need a new mobility card. You can block the card yourself in your Reisbalans account.

      Reisbalans portal
      Log in via the portal, go to ‘Mobility card’ and click ‘Report as lost/stolen’. A new card will automatically be send out to the home address registered in our system.

      Are you using the new portal?
      Go to ‘Services’ in the menu on the left and click ‘Reisbalans card’. Tap ‘Replace card’ at the bottom of the screen. A new card will be automatically send out to the home address registered in our system.

      Reisbalans app
      Go to ‘More’ and tap ‘Cards’. You can select the relevant card and tap ‘Report as lost/stolen’. A new card will be automatically send out to the home address registered in our system.

      Does the card no longer work or is it not working properly? Please get in touch as soon as possible. We are happy to help. We are available 24/7 at 088-934 34 56 or at klantenservice@reisbalans.nl.

    • 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 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.

    • 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

      Reisbalans portal
      Log in and click on ‘Mobility card’ in the menu on the left. 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 working days before performing this step. Even if you receive an email to inform you your travel products are ready, please wait at least two working days before adding these products to your card. You can only use your mobility card once you have added the travel product(s) to the card.

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

      1. Scan your card (NS card automatic) or put it in the card entry (OV chip card collection point).
      2. Choose ‘Pick up orders’ (NS card automatic), or ‘More’ and then ‘Pick up orders’ (OV chip card collection point).
      3. Then choose ‘Agree’ and your mobility card is now ready for use.
    • 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 cancel my mobility card?

      If you no longer wish to use your mobility card, or if you are no longer employed by Reisbalans, please terminate your mobility card in the Reisbalans portal.

      • Log in atto the Reisbalans portal and click ‘Mobility card’ in the menu on the left.
      • Scroll down and click ‘Terminate’ in order to terminate your mobility card.
      • Send the mobility card to Reisbalans – please don’t cut it in half (postage is not required)

      Are you using the new portal?
      Click ‘Services’ in the menu on the left. Select the relevant mobility card. ‘Terminate card’ will be visible at the bottom of the screen. Select this option and return the card to Reisbalans.

      Reisbalans
      Antwoordnummer 938
      3500 VB Utrecht

      Please note! You can no longer use any additional services (such as parking, shared cars and OV-fiets) once your mobility card has been terminated.

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

      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. Your employer will be able to inform you whether moving house has any impact on your travel allowance or the services you are allowed to use.

    • 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.

    • 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.
      When changing buses or trams, you need to check in and out of the relevant vehicle.

      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 will usually be visible in your account within 24-48 hours

      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-chipkaart reader and select ‘Change class’. Follow the on-screen instructions and don’t forget to check in before you take the train.

      How do I add a supplement for Intercity Direct?
      In order to use the IC Direct between Schiphol and Rotterdam/Breda, you will need to pay a supplement. This can be arranged at the red Supplement Pole at the platform. Hold your mobility card against the card reader and the supplement will be added to your card automatically. This can also be done via an NS ticket machine or at the service desk located at the train station.

      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.

    • 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. Add or edit any additional information if necessary and complete the process.

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

    • 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?

      You can request a refund here.

    • 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 purchase an ‘Off-peak Bicycle Ticket’. The booking can be made via Treinwijzer, ns.nl, the NS app, a ticket counter or the NS Customer Service.

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

      Your mobility card includes ’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.

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

      What should I do in case I forgot to check in or check out?

      Depending on your employer’s policy, either Reisbalans organises the process for obtaining a refund in case of a fine, or you need to apply for this refund yourself.

      1. If Reisbalans is responsible for the refund process, we will determine the missing public transport station based on your travel history and will ask the relevant transport provider for a refund. We will inform you once the refund has been agreed by the transport provider.
      2. If you need to apply for a refund yourself, please do so at uitcheckgemist.nl. It could take up 14 to 62 days (the latter only at exceptional circumstances) before a journey is visible at uitcheckgemist.nl You will be able to see straight away if you are eligible for a refund and which amount will be refunded.

      In both cases, you need to transfer the refund onto your card yourself. This is done automatically next time you check in at the NS. Not travelling by NS? You can also obtain your refund at one of the OV-chipkaart service points. After the fine has been refunded, a credit will be visible in ‘Overview’ in your Reisbalans portal or app.

      Linking refund to fine in Reisbalans
      Depending on your employer’s settings, you might receive a notification (in outstanding tasks), to link the amount of the refund to your fine. You will automatically be taken to the right screen in your Reisbalans environment where you can select the fine and will then be guided through the process.

      To complete the process, you will need to specify the difference between fine and refund. You will be informed of this via an outstanding task. Clicking on this outstanding task will enable you to pick the mode of transport used when the fine occurred and to enter the costs of this journey.

      For example:
      You receive a €20 fine. You request a refund and will receive €12 from uitcheckgemist.nl. The cost of this journey is €8. You enter the amount of €8 to ensure this amount will be refunded as well.

      Click ‘save’. You will obtain a refund for the full amount of the fine.

      Exceptions: NS-Business Card
      In case you are travelling on an NS-Business Card, you need to request a refund in your personal NS portal. For more information, click here. Any journeys which have not been completed, will NOT be visible in your Reisbalans environment.

    • 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 with 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 using the Greenwheels app or the 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, 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 using Reisbalans?

      Create your Greenwheels account using your Reisbalans portal. Once you have activated your account in the Reisbalans portal, you can use Greenwheels to book and use a car.

      Activating Greenwheels using the Reisbalans portal

      • Go to the portal and click ‘Mobility card’ on the left side of the screen. Are you using the new portal? Click ‘Services’. Complete the following steps.
      • When scrolling down, you will see ‘Greenwheels’ and ‘register Greenwheels’. Click ‘register Greenwheels’ and enter your details (including your driving licence number).
      • Within 24 hours, you will receive an email to complete the registration process. You will be directed to the Greenwheels registration page.
      • You can create a password and pin number on the Greenwheels registration page in order to complete your registration.

    • What does Greenwheels cost?

      The rates for using Greenwheels is as follows:

      • €3,90 / hour
      • €0,39 / km

      You can find the most recent rates on the Greenwheels website

    • How do I rent an OV-fiets?

      You can rent an OV-bike using 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-fietscan be found here : www.ov-fiets.nl.

    • 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.

    • What is the insurance on shared bicycles?

      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. Please contact your employer for more information on the insurance policy.

    • 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 3456. 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?
      Call Reisbalans Customer Service directly at 088 934 3456. 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 3456. Customer service representatives can rebook your booking and will send someone to fix the bicycle.

      Attention: if it regards an NS or Donkey Republic bicycle u have to consult the Customer Services of said companies.

       

      Customer service NS OV-bicycle:             https://www.ns.nl/klantenservice/ov-fiets

      Customer Service Donkey Republic:        https://donkeyrepublichelp.zendesk.com/hc/nl

       

    • How do I unlock a shared bicycle?

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

      1. Ensure Bluetooth is turned on.
      2. Open the Reisbalans app and click Transport.
      3. Click on your reservation
      4. Click on Start reservation if it hasn’t started yet
      5. Click on the green Connect button
      6. Unlock the bike by clicking Unlock
      7. It doesn’t work? Turn Bluetooth off and on again, or restart the Reisbalans app.
    • How do I complete the booking of a shared bicycle?
      1. Return the shared bike to its home location
      2. Always charge the battery
      3. Open the Reisbalans app and click Transport.
      4. Click on your reservation
      5. Lock the bike by clicking Lock and by manually closing the bike lock
      6. Terminate the reservation by clicking Stop reservation
      7. Confirm
    • 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 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. More information can be provided on site.

      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 change or cancel my bicycle booking?

      How do I change a booking?
      It is not possible to change a booking yourself Always call Reisbalans Customer Service to change a booking: 088 – 934 34 56.

      How do I cancel a booking?
      This can be done in the Reisbalans app as long as the booking hasn’t started yet. 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

    • How do I reserve a shared bicycle?
      1. Open the Reisbalans app and click Transport.
      2. Select a start date and start time. Please note, the reservation can only be made for a future date.
      3. Select an end date and time
      4. Choose an available shared bike
      5. Confirm the reservation by clicking Confirm reservation
    • What’s the insurance cover on shared cars?

      Insurance includes accident insurance for passengers. The insurance is valid for the number of people who can wear a safety belt in the shared car. Please contact your employer for more information on any loss and damage waiver.

    • 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 an inconvenience – hopefully no one was hurt. In the event of injury, call 112 immediately!!
      If you have incurred or caused any damage during the journey, always call our Customer Service 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. Has the car been broken into and are the damages related to burglary, theft and/or vandalism? 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 an inconvenience – hopefully no one was hurt. In the event of injury, call 112 immediately!!
      If you have incurred or caused any damage during the journey, always call our Customer Service 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 is a known issue. Is the issue not yet registered in the damage report? Please contact our Customer Service on 088 – 934 34 56 before commencing your journey. We can check the 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, vandalism
      Has the car been broken into and are the damages related to burglary, theft and/or vandalism? Report to the police via www.politie.nl.

    • 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, this is possible at all public charging points. 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 boot
      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 BLUE, the battery is charging.
      6. Not working? Ensure the cables are plugged in 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
        and 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 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, hold up the charge tag long enough and check 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 boot
      7. Replace the charge tag in the glove compartment

    • 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 (make sure you push the brake pedal)
      2. Ensure all doors and windows are closed
      3. Switch off the car by pressing the start/stop button
      4. Get out of the car
      5. Ensure Bluetooth is turned on
      6. Open the Reisbalans app and click on Transport.
      7. Click on your reservation
      8. Lock the car by clicking Lock

      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 position P (make sure you push the brake pedal)
      2. Ensure all doors and 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. Keep the charging tag (located in the glove compartment) at the display of the charging point. The battery is charging if the light of the charging point turns BLUE.

      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. Ensure Bluetooth is switched on
      4. Open the Reisbalans app and click on Transport.
      5. Click on your reservation
      6. Lock the car by clicking Lock
      7. Terminate the reservation by clicking Stop reservation
      8. Confirm
    • How can I change or cancel my car booking?

      How do I change a booking?
      It is not possible to change a car booking yourself. Always call Reisbalans Customer Service to change a booking: 088 – 934 34 56.

      How do I cancel a booking?
      This can be done in the Reisbalans app as long as the booking hasn’t started yet.  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 do I reserve a shared car?
      1. Open the Reisbalans app and click on Transport.
      2. Select a start date and start time. Please note, the reservation can only be made for a future date.
      3. Select an end date and time
      4. Choose an available shared car
      5. Confirm the reservation by clicking Confirm reservation.
      6. You will be shown a confirmation of the reservation and where the vehicle is located.
    • 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 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

      Please note! Although the display indicates otherwise, 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

    • 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 if 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. Check if “ready” is shown on the dashboard
      4. 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 do I drive an electric car?

      An electric car is operated like a normal car. The e-Golf has an automatic transmission. After disconnecting the charging cable, start the car using the start button, and press the brake pedal at the same time. Electric vehicles do not produce sound when they are started.

      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 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. Make sure Bluetooth is turned on
      2. Open the Reisbalans app and click on Transportation.
      3. Click on the reservation
      4. Click on Start reservation if the reservation hasn’t started already
      5. Unlock the car by clicking Unlock

      How do I unlock the charging cable?

      1. Use the charge tag, which is located inside the car
      2. Use the charge tag to terminate the charging session
      3. Disconnect the charging cable from the charging point and the car
      4. Put the charging cable in the boot of the car
      5. Put the charge tag in the car
    • How do I complete the booking of a shared car?
      1. Return the shared car to its home location
      2. Connect the car to the charging point to charge its battery
      3. Ensure Bluetooth is turned on
      4. Open the Reisbalans app and click Transport at the bottom of the screen.
      5. Click on your reservation
      6. Lock the car by clicking Lock
      7. Terminate the reservation by clicking Stop reservation
      8. Confirm
    • What is shared transport?

      Shared transport refers to different people taking turns using one or more transport modes or vehicles. For example, 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, MyWheels, etc.).

    Have you not found an answer to your question?
    Please contact us at

    klantenservice@reisbalans.nl
    088 – 934 3456