Frequently asked questions

Question 1

What is the insurance cover on shared bicycles?

Answer

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.

Question 2

What’s the insurance cover on shared cars?

Answer

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.

Question 3

What type phone do I need for the Reisbalans app?

Answer

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

Question 4

How does trip registration via GPS tracker work?

Answer

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.

Question 5

What should I do if I forget the PIN number for refuelling?

Answer

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.

Question 6

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

Answer

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’.

Question 7

How do I unlock the charging cable?

Answer

Use the charge tag, which is located inside the car
Use the charge tag to terminate the charging session
Disconnect the charging cable from the charging point and the car
Put the charging cable in the boot of the car
Put the charge tag in the car

Question 8

How do I drive an electric car

Answer

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

Question 9

How do I apply for being able to use ‘book a taxi’?

Answer

This can be applied for via the Reisbalans portal, after approval from your employer.

Login and go to ‘Services’. Click on ‘Taxi’ and agree with the terms and conditions before clicking ‘Request’. This service has now been applied for. You will receive an email as confirmation after your request has been approved.

Question 10

When can I book a taxi using Reisbalans?

Answer

Between 6 am and 12.30 am, you can book a taxi and start a journey using the Reisbalans portal or app. Do you need a taxi between 00:30 am and 06:00 am? Please call Customer Service at 088 934 3455.

A taxi can be booked at least one hour ahead in the Reisbalans portal or app. If the taxi is booked at 12 pm, the earliest it will arrive is 1 pm. Do you need a taxi within an hour? Please call our customer service and we will be happy to help.

Question 11

How do I book a taxi?

Answer

You can book a taxi and start a journey between 6 am and 12.30 am, using the Reisbalans portal or app. You can book the journey at least one hour in advance.

Reisbalans portal

Login and go to ‘Book a taxi’.
Enter the start date and time and any other details. Please note: the taxi can only be booked at least one hour ahead.
You can choose from a sedan (saloon) and a van (for multiple passengers).
Click on ‘Request quote.
Check if the details entered are correct and make any necessary changes by clicking ‘Change journey’.
Click on ‘Confirm journey’. You will receive confirmation by email.

Reisbalans app

Open the app and click on ‘Transport’ and click on ‘Book a taxi’.
Fill in the form and click on ‘Request quotation’.
Check if all details are correct and click ‘Order now’.
Your journey has been confirmed and you will receive a confirmation by email.

The journey you booked is now visible in the overview, including the relevant status. The taxi you booked and its status have now been added to your overview.
Booked – the journey has been booked
Confirmed – the journey has been confirmed
Cancelled – the journey has been cancelled

Question 12

How can I change a booking?

Answer

The journey can only be changed if the booking has not been confirmed yet. This can be done in the portal by clicking ‘change journey’, or by going back to the previous screen when using the app.

Has the journey been confirmed already? The taxi can only be changed by cancelling and rebooking this journey.

If the booked journey cannot be carried out, our partner DVG will get in touch to discuss the different options.

The taxi driver or our partner DVG will contact you by phone in case of any delays (for example due to traffic, break down etc).

Question 13

How do I cancel a taxi journey?

Answer

The booking can be cancelled free of charge up to one hour before its start time. After that, charges may apply. Are you not present when the taxi arrives at the agreed location? The charges for the journey will apply. U kunt de geboekte taxi tot één uur voor aanvang kosteloos annuleren. Daarna kunnen er kosten in rekening worden gebracht. Bent u niet aanwezig op de afgesproken locatie als de taxi arriveert? Dan worden de kosten van de rit in rekening gebracht.

You can cancel a booking by locating the journey in your overview and clicking ‘View’. You can click ‘Cancel’ in the next screen. You will receive confirmation by email as soon as the journey has been cancelled.

Question 14

What do I do if I haven’t received a confirmation by email?

Answer

Please check your spam folder if you haven’t received a confirmation by email. Otherwise, please contact our Customer Service at 088 934 3456.

Question 15

What do I do if the taxi hasn’t arrived at the agreed time?

Answer

You can always contact our Customer Service, we will then contact DVG. Or you can contact DVG directly at 088 105 0110. DVG is available 7 days a week, from 6 am to 1 am.

Question 16

How much does a taxi using Reisbalans cost?

Answer

Reisbalans uses the DVG taxi services. DVG’s rates are in line with the general rates for consumers in the Netherlands, charged at a minimum of €15 per journey.

The rate shown in the portal or app before a taxi journey has been confirmed, is an estimate. The exact rate will be determined after the journey has been completed.

Question 17

What does Greenwheels cost?

Answer

Expenses Greenwheels

€8.80 per hour
0.35 cents per km
80 km exempt
Maximum rate per day: €88

Question 18

How do I use Greenwheels?

Answer

Booking a Greenwheels car

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

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

Using a Greenwheels car

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

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

Refuelling

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

Completing your journey

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

(Traffic) fines

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

Insurance

Every car is insured, including passenger accident insurance. This means that both damages to third parties, 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.

Question 19

How do I activate Greenwheels using Reisbalans?

Answer

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

Activating Greenwheels via the Reisbalans portal

You will need a mobility card which includes Greenwheels, in order to activate Greenwheels. Please go to the portal to check if this product has been activated at the request of your employer.

Go to ‘Mobility card’ in the navigation menu on the left side of your page
When you scroll down, Greenwheels will be visible, including the option to ‘register at Greenwheels’. Clicking on this will open a screen where you can enter your details (including driving licence number).
After registration, within 24 hours you will receive a confirmation email to complete your registration. You will be redirected to a Greenwheels registration page for completion.
On this Greenwheels registration page, you enter a password and PIN code of your choice and complete your registration.

Question 20

How can I edit my personal details?

Answer

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.

Question 21

How do I get a Reisbalans account?

Answer

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.

Question 22

I forgot my password, what to do?

Answer

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.

Question 23

How will my private data be processed?

Answer

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.

Question 24

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

Answer

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

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

Question 25

What’s Yellowbrick?

Answer

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

Question 26

Where can I park with Yellowbrick, including ParkBee locations?

Answer

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?

Question 27

How do I activate Yellowbrick?

Answer

Download the Yellowbrick app in order to use Yellowbrick.
Log in using the email address linked to your Reisbalans account.
Click here to request your password. Enter the same email address.
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.

Question 28

How do I park on the street with Yellowbrick and Reisbalans?

Answer

Open the Yellowbrick app
Start a new parking session.
Select the ParkBee car park (yellow ‘P’ icon, which includes a little roof above the letter ‘P’)
Click Choose location (‘Kies locatie’)
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.
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.
The parking session will be visible within 48 hours in your Reisbalans account
Add a travel purpose and click Confirm (‘Bevestigen’)

Question 29

How do I park at a ParkBee location with Yellowbrick and Reisbalans?

Answer

Open the Yellowbrick app
Choose the nearest Yellowbrick location using the yellow pins on the map.
Confirm zone code and check the summary.
It is possible to choose an end time and request a push notification.
Check your licence plate and click Start (‘Starten’)
If you want to terminate the parking session, go to the Ongoing (‘Lopend’) for an overview of active parking sessions.
Click the yellow Stop button to see a summary of the parking session.
On the next screen, click on the red Stop button to terminate your parking session
The parking session will be visible within 48 hours in your Reisbalans account.
Add a travel purpose and click Confirm (‘Bevestigen’)

Question 30

I forgot my Yellowbrick password, what to do?

Answer

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 create a new password by entering your email address and clicking ‘Send password’. Your new password will be sent to the email address entered, which you can use to log in at Yellowbrick.

Reisbalans app

Open the app and click ‘More’ in the bottom right. Go to ‘Services’ and ‘Street parking’. Go to ‘Forgot password’ and click on ‘open website’. If the pop-up ‘Open website?’ appears, click on ‘Continue’. You can create a new password by entering your email address and clicking on ‘Send password’. Your new password will be sent to the email address entered, which you can use to log in at Yellowbrick.

Question 31

What do I use ‘Shared transport’ for?

Answer

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.

Question 32

Which browser do I need for the Reisbalans portal?

Answer

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.

Question 33

What do I use ‘Means of transport’ for?

Answer

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.

Question 34

How do I log in to the portal?

Answer

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.

Question 35

What do I use ‘Favourites’ for?

Answer

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’.

Question 36

What do I use ‘Dashboard’ for?

Answer

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.

Question 37

What do I use ‘Exports’ for?

Answer

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.

Question 38

What do I use ‘Journeys & Claims’ for?

Answer

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.

Question 39

What do I use ‘Mileage’ for?

Answer

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.

Question 40

What do I use ‘Mobility Card’ for?

Answer

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.

Question 41

What do I use ‘Parking’ for?

Answer

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

Question 42

Why is my GPS journey not recorded?

Answer

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

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

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

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

Question 43

What phone do I need for the Reisbalans app?

Answer

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

Question 44

What do I use ‘Navigation’ for?

Answer

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

Question 45

How do I install the Reisbalans app?

Answer

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.

Question 46

What do I use ‘Locations’ for?

Answer

It will inform you how many OV-fietsen are available at various locations. Additional services will be added in the future.

Question 47

Why does the app ask for certain permissions?

Answer

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.

Question 48

What do I use ‘Cards’ for?

Answer

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

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.

Question 49

How do I log in to the Reisbalans app?

Answer

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:

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

Question 50

How does the GPS tracker work?

Answer

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

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

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

Is there anything else I should do with this data?

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

The GPS tracker uses a lot of battery power

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

Who can see my GPS data?

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

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

Question 51

What do I see in ‘Overview’?

Answer

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.

Question 52

What do I use ‘Registered Vehicles’ for?

Answer

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’.

Question 53

What do I use ‘Transport’ for?

Answer

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.

Question 54

What do I use ‘Parking’ for?

Answer

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

Question 55

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

Answer

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

Question 56

How do I take my bicycle on the train?

Answer

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.

Question 57

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

Answer

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.

Question 58

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

Answer

You can request a refund here.

Question 59

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

Answer

Depending on your employer’s choice, Reisbalans will either facilitate the refund application process or you need to apply for a refund yourself.

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

Please note: This service applies to a forgotten check-out on a train.
In case of a forgotten check-in at the train or a forgotten check-out in a bus, tram or metro, you need to request a refund personally. See the explanation under point 2.

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

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

Exception: NS-Business Card
In case you are travelling using a NS-Business Card, a refund can be applied for using your personal NS-portal. Click here for more information. Any incomplete journeys will NOT be visible in your Reisbalans

Question 60

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

Answer

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

Question 61

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

Answer

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.

Question 62

How do I rent an OV-fiets?

Answer

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.

Question 63

My mobility card has been lost/stolen/damaged

Answer

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

You can block the card yourself in your Reisbalans account.

Reisbalans portal

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

Reisbalans app

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

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

Question 64

How do I apply for the mobility card?

Answer

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.

Accepted Answer

If you no longer want to use your mobility card or your employment is terminated, you can cancel your card in the Reisbalans portal.

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

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

Accepted Answer

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

Activate your card via the portal (where you applied for the mobility card) or via the app.
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 transfer the travel product(s) on your mobility card at an NS ticket machine or an OV-chipkaart collection point.

Scan your card (NS ticket machine) or insert it into the card slot (OV-chipkaart
service point).
Choose ‘Pick up orders’ (NS ticket machine), or ‘More’ and then ‘Pick up orders’ (OV-chipkaart
service point).
Select ‘Agree’ and your mobility card is ready for use.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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

Accepted Answer

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.

Accepted Answer

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

Accepted Answer

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

Accepted Answer

Open the Reisbalans app and click on Transport.
Select a start date and start time. Please note, the reservation can only be made for a future date.
Select an end date and time.
Choose an available shared car.
Confirm the reservation by clicking Confirm reservation.
You will be shown a confirmation of the reservation and where the vehicle is located.

Accepted Answer

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.

Ensure Bluetooth is turned on.
Open the Reisbalans app and click Transport.
Click on your reservation
Click on Start reservation if it hasn’t started yet
Click on the green Connect button
Unlock the bike by clicking Unlock
It doesn’t work? Turn Bluetooth off and on again, or restart the Reisbalans app.

Accepted Answer

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:

Open the charging cover (rear, right) manually by pressing it
Take the charging cable out of the boot
Plug the charging cable into the charging point and the car
Take the charge tag from the glove compartment
Hold the charge tag near the display of the charging point. When the light on the charging point turns BLUE, the battery is charging.
Not working? Ensure the cables are plugged in properly. Hold the charge tag near the display of the charging point again.
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:

Hold the charge tag (from the glove compartment) at the charging point display to stop the charging process
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.
Unlock the charging cable by pressing the open lock button twice (on the driver’s side door)
Remove the charging cable from the car and the charging point
Close the charging cover (rear, right) manually
Store the charging cable in the boot
Replace the charge tag in the glove compartment

Accepted Answer

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.

Take one or more photos of the situation and the car, if possible including the licence plate
Mail these pictures and other information to info@reisbalans.nl with the subject ‘Damage’ and the license plate number
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.
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.

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

Accepted Answer

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, Amber, etc.).

Accepted Answer

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

Open the charging cover (rear, right) manually by pressing it
Take the CCS plug attached to the charging point and plug it into the car. Take the charge tag from the glove compartment
Hold the charge tag in front of the card reader below the charging screen
Click on ‘Start’ on the charging screen
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
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?

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

Accepted Answer

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

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

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

Accepted Answer

Return the shared car to its home location
Connect the car to the charging point to charge its battery
Ensure Bluetooth is turned on
Open the Reisbalans app and click Transport at the bottom of the screen.
Click on your reservation
Lock the car by clicking Lock
Terminate the reservation by clicking Stop reservation
Confirm

Accepted Answer

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

Accepted Answer

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

Accepted Answer

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

Accepted Answer

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.

Accepted Answer

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

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

How do I unlock the charging cable?

Use the charge tag, which is located inside the car
Use the charge tag to terminate the charging session
Disconnect the charging cable from the charging point and the car
Put the charging cable in the boot of the car
Put the charge tag in the car

Accepted Answer

Open the Reisbalans app and click Transport.
Select a start date and start time. Please note, the reservation can only be made for a future date.
Select an end date and time
Choose an available shared bike
Confirm the reservation by clicking Confirm reservation

Accepted Answer

You can lock the car using the Reisbalans app.

Put the gear lever in the position P (make sure you push the brake pedal)
Ensure all doors and windows are closed
Switch off the car by pressing the start/stop button
Get out of the car
Ensure Bluetooth is turned on
Open the Reisbalans app and click on Transport.
Click on your reservation
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!

Park the car and put the gear lever in position P (make sure you push the brake pedal)
Ensure all doors and windows are closed
Switch off the car by pressing the start/stop button
Open the charging cover (rear, right) manually by pressing it
Connect the charging cable to the car and the charging point
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.

Check the dashboard of the car if the car is charging
Replace the charge tag in the glove compartment
Ensure Bluetooth is switched on
Open the Reisbalans app and click on Transport.
Click on your reservation
Lock the car by clicking Lock
Terminate the reservation by clicking Stop reservation
Confirm

Accepted Answer

Return the shared bike to its home location
Always charge the battery
Open the Reisbalans app and click Transport.
Click on your reservation
Lock the bike by clicking Lock and by manually closing the bike lock
Terminate the reservation by clicking Stop reservation
Confirm

Accepted Answer

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

Check if the gear lever is in position P and push the brake pedal
Start the car with the start/stop button on the left of the gear lever
Check if “ready” is shown on the dashboard
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

Release the brake pedal
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.

Accepted Answer

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

Accepted Answer

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.

Accepted Answer

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’.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

A home working allowance is a fixed amount you receive from your employer when working from home. A daily commuting allowance is also a fixed amount per day, but irrespective of whether you travel to the office or work from home. Business journeys must be claimed separately.

Reisbalans portal

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

Reisbalans app

If applicable to today: You can add ‘Work from home’ in ‘Add today’ on the home screen. The compensation will be added to your overview automatically.

In case of another date: Open the app and go to ‘Overview ’. Click on the green plus sign and select ‘Work from home compensation’., select the correct date and click on ‘Save’. The compensation will be added to your overview automatically.

Accepted Answer

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

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

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

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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

Reisbalans app
Open the app and click on ‘Overview’. Decide which journey you want to copy and click on the three dots. Click ‘Copy day’ and select which day(s) you want to copy these journeys to. Click ‘Confirm’ and ‘Copy’. The journeys have now been copied to the selected day(s).

Accepted Answer

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.

Accepted Answer

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’.

Accepted Answer

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

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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

Accepted Answer

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.

Accepted Answer

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:

Remember your mileage when you leave the car (this needs to be entered at the till).
Pay with your mobility card after filling up with petrol, or beforehand in case of unmanned petrol stations.
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.
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.

Accepted Answer

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.

Accepted Answer

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

Accepted Answer

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.

Accepted Answer

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:

Park your car at a charging station.
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.
Hold the key-fob in front of the charging station and wait until the lights turn blue. This indicates charging has commenced.
On your return, unlock the charging station using the key fob and disconnect the charging cable.

Accepted Answer

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

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

Accepted Answer

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.

Accepted Answer

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’.

Accepted Answer

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

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

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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

Accepted Answer

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.

Accepted Answer

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’.

Accepted Answer

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

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

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

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

Reisbalans portal
Log in and click on ‘Mobility events’. For each journey which is confirmed as Private, charges can be found by clicking on the journey. The next screen will inform you of ‘Financial consequences’. This stipulates the amount you will be charged

Reisbalans app
Reisbalans app Open the app and click on ‘Overview’. For each journey that is confirmed on the destination Private, expenses are visible by clicking on the journey. The next screen will inform you of ‘Financial consequences’. This stipulates the amount you will be charged.

Accepted Answer

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 questions.

Accepted Answer

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:

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.
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.

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