1. How do I report a broken or defective Gaiyo Card?
- Log in to the Gaiyo Portal (my.gaiyo.com).
- Click on your account in the top right corner → Account settings.
- Go to Your card(s) and select Report a problem.
- Select the appropriate reason: Damaged, Lost, or Stolen.
- Indicate whether you would like to receive a replacement card and confirm.
If this does not work, please contact Gaiyo customer service:
T: 0900-662 46 49 · E: business-support@gaiyo.com
2. Will my current card be blocked?
Yes. As soon as you report a defective/lost/stolen card, the card may be blocked by Gaiyo to prevent misuse.
3. Can I continue to travel while waiting for my new card?
You can temporarily travel with e-tickets via the Gaiyo App (train/bus/tram/metro where e-tickets are available).
- Tickets can be found in the app under Tickets & Reservations.
- Any surcharges (such as Intercity Direct) can be added as e-tickets in the app.
4. How do I receive and activate the replacement card?
- After you report your card lost or stolen, Gaiyo will request a replacement Gaiyo Card for you and send it by mail.
- Upon receipt, you must activate the card at an OV-chipkaart service point via “Pick up orders.”
- Do not load your own balance; products and rights will be set up by Gaiyo/your employer.
5. Will my products and rights be retained?
Yes. Your travel entitlements and products will be transferred to your replacement card. After activation, check the Gaiyo Portal to see which services are available to you.
6. Costs or administration for replacement
Any costs or internal approvals for card replacement depend on your employer’s policy. If necessary, consult your HR/manager.
7. Summary
- Report in Portal → Account settings → Your card(s) → Report a problem.
- Temporary travel with e-tickets in the Gaiyo App.
- Activate new card at a service point (Pick up orders).
- No need to load your own balance; entitlements/products are managed centrally.