Frequently asked questions about the OV-ebike

Do you have questions about renting an OV-ebike, are you experiencing problems on the road, or would you like to know more about the bike itself? On this page, you will find all frequently asked questions about the OV-ebike.

How to rent an OV-ebike

How the lock works

Rental and payment

Can I reserve an OV-ebike online?

No, you cannot reserve an OV-ebike online. However, you can check availability in the NS app.

How do I pay for an OV-ebike?

You can rent an OV-ebike using a personal OV-chipkaart with a free OV-fietsabonnement or a Flex season ticket. Or with your NS-Business Card. The costs for using the OV-ebike will be debited from your bank account at the end of the month.

How much does it cost to rent an OV-ebike?

You can rent an OV-ebike for €13 per 24 hours. After 3 days (72 hours), you will be charged an additional €5 per hour.

Can I rent more than one OV-ebike at the same time?

Yes, you can rent a maximum of two OV-ebikes at one time. The employee will then scan your OV-chipkaart or NS-Business Card twice.

How do I know if I can rent an OV-ebike with my NS-Business Card?

Zo zie je of je met je NS-Business Card een OV-ebike mag huren:

Here's how to see if you can rent an OV-ebike with your NS-Business Card:

Log in to Mijn NS Zakelijk for cardholders and click on “My NS-Business Card”.
Check whether the “OV-fiets” service is enabled or disabled. Good to know: “enabled” means that you can use the service. You only pay when you actually rent an OV-fiets or OV-ebike.
Is “OV-fiets” turned off? Then ask your employer to turn on this service in Mijn NS Zakelijk for contacts under “Manage cards and cardholders”. Or do this yourself if you are self-employed.

Returning the bicycle

Can I return the OV-ebike to another location?

No, you cannot return the bike to another location. The OV-ebike is only available for rent at four locations during the test period.

Can I return the OV-ebike after closing time?

No, you cannot return the bike rental after closing time. You can only return the OV-ebike during the storage facility opening hours.

I've received a message that my bicycle has not been returned. What can I do about it?

In this case, please contact customer service.

About the lock

I can't open the lock

Watch the light on the lock as you try to open the bike.

The light flashes red and emits an error sound

Are you still at the rental location? Then you do not have an OV-fietsabonnement on your pass. So you cannot rent a bike with this pass.

Are you on your way? Then the bike you are trying to open is probably not the one you rented.

The light flashes purple

Check that the lock has been opened properly. If not, try closing and opening the lock again.

Still not working?

Then please contact NS Customer Service.

How do I open the lock?

Start rental at the rental location

The rental starts as soon as you open the lock atthe rental location.

Always check beforehand whether the ring lock of the bicycle is locked (lever down). This way you prevent taking a bike that is still rented by someone else.
Hold your OV-chipkaart against the lock. The lock opens and the rental starts.

Opening the lock while on the road

The lock of your OV-fiets or OV-ebike only opens with your own OV-chipkaart.

Hold your OV-chipkaart against the lock. It only opens with your card.
Keep the button pressed and unlock the chain.

How do I lock the lock?

Locking on the go

Lock the bike as often as you like on the go. Here's how:

Hold the button down to release the chain and secure the bike
Attach the bike somewhere with the chain lock. Put the chain back into the lock.
Then press the button briefly. The light on the lock flashes green. Lock the bike by pushing the lever on the right side down.

Ending rental at the rental location

Place the bike in the OV-fiets zone at the rental location.
Then press the button briefly. The light flashes green.
Lock the lock by pushing the lever on the right side down.
Check if the wheel lock is closed. Your rental stops when the wheel lock is closed in the OV-fiets zone at the rental location. The light on the lock will then flash blue.

Report a problem

My OV-ebike is lost or stolen.

Please contact our Customer Service to stop your rental. This will prevent you from incurring a high penalty.

Then send us an email at info@ov-fiets.nl with the subject line “OV-ebike stolen”. Please include the following in your email:

the OV-fiets number. You can find this in Mijn NS in the overview of your journeys. If you do not use Mijn NS, please include your OV-chipkaart number.
the rental location
the date and time when the bike was stolen.

Tip: link your OV-chipkaart to Mijn NS so that you always have an overview of your bicycle journeys.

My OV-ebike is defective.

Report the damage to the rental location or send an e-mail to info@ov-fiets.nl with the subject line 'OV-ebike defective'. Always include the bike number posted on the fender.

The OV-ebike has a flat tyre.

Bring the OV-ebike back to the rental location. You can also pay to have someone pick up the OV-ebike for you. The pick-up fee is € 50.

The bike is hard to pedal. Can I trade it for another bicycle?

If the OV-ebike is defective, you can trade it for another OV-ebike at your rental location within 10 minutes for free.

My OV-ebike's electrical support doesn't work, and the bike shows error code W013.

This error message is generated because your foot was on the pedals when turning the bike on or off. Please turn off the bicycle, then turn it on again. This time, do not place your foot on the pedal when pressing the on/off button.

About the OV-ebike

How fast is the OV-ebike?

The OV-ebike supports speeds up to a maximum of 25 km/h.

Can I rent an OV-ebike with a child seat?

No, you cannot rent an OV-ebike with a child seat.

How far can I cycle with an OV-ebike?

The OV-ebike should have a full battery when you rent it. You should be able to cycle for 110 km in the eco setting, or around 50 km in the highest support setting. The range for normal use is around 70 km.

But you can cycle just fine on the OV-ebike even with an empty battery.

Are the OV-ebikes safe to use?

The OV-ebike meets all of the necessary quality standards and requirements.

Can I charge the battery myself?

No, you cannot charge the battery yourself. The OV-ebike will always have a full battery when you rent it.

Is the OV-ebike equipped with GPS tracking?

Yes, the OV-ebike comes standard equipped with GPS tracking. The tracking data is not linked to your personal data. GPS tracking is only used to gain insight into the use, travel distances and speeds and to trace the OV-ebike in the event of theft.