1. Possible causes
- Temporary malfunction at the OV-chipkaart service point/machine.
- Expiration date: you have waited longer than 3 months to collect your order.
- Product not (properly) loaded onto your card.
- Wrong card/scanner: you are not holding the correct card to the reader or the reader is not reading it properly.
2. Quick checklist (do-it-yourself)
- Try another service point (e.g., another machine/store/station).
- Always select “Pick up orders” on the machine and hold your Gaiyo Card steady against the reader or insert it.
- Wait 2–3 minutes and repeat; sometimes there is a short delay in distribution.
- Check your card number and whether you are using the correct card (not an old or private public transport chip card).
- Check the Gaiyo Portal (mijn.gaiyo.com) to see if the products have been assigned to your account.
- Has it been more than 3 months since receipt? Then products may have expired — proceed to step 3 (contact).
3. Still not working? Please contact
- Gaiyo Customer Service
- callto:0900-66246490900-662 46 49
- business-support@gaiyo.com
- When contacting us, please provide your card number, date/time and location of the service point, and (if known) which products you were expecting.
Tip: if it concerns rights/budgets from your organization, have your HR/manager check in the management section of the Gaiyo Portal whether the correct products are linked to your account.
4. Common solutions
- Vending machine malfunction → collection at another service point is possible.
- Product not ready → Gaiyo support will have the product ready again; then try “Collect orders” again.
- Term expired (3 months) → employer has products reallocated; then pick up at service point.
In short: first try another service point and “Pick up orders.” If that doesn’t work, contact Gaiyo Customer Service with the details at hand; we will help you get the product available quickly.