Question 1

How can I submit expense claims?

Accepted Answer

1. Where can I submit my expense claims?

You can easily submit expense claims via:

The Gaiyo Portal: convenient for managing expense claims on your computer or laptop. Click here to go to the Portal.

The Gaiyo App: ideal for submitting expense claims on the go from your smartphone.

2. How do I submit an expense claim via the Gaiyo Portal?

Log in to the Gaiyo Portal.

Go to the Expense Claims section.

Select the type of expense claim (e.g., commuting, business, working from home).

Fill in the required information.

Send the expense claim to your employer.

3. How do I submit an expense claim via the Gaiyo App?

Download and open the Gaiyo App.

Log in with your business Gaiyo Account.

Go to the Expenses section.

Select New expense claim.

Select the type of expense claim and fill in the details.

Send your expense claim immediately.

Haven't installed the Gaiyo App yet? Click on this link and log in as a business user.

4. What expense claims can I submit?

Depending on your employer's policy, you can submit the following expense claims via the Portal and App:

Commuting (e.g., by private car or bicycle).

Business mileage.

Working from home allowance: if your employer offers this, you can easily claim an allowance for each day you work from home.

Other travel-related expenses (e.g., parking or toll fees), if permitted by your organization.

5. How are expense claims processed?

Once you have submitted an expense claim, it is automatically forwarded to your employer.

The status of your expense claim (e.g., submitted, approved, or processed) is visible in the Portal and App.

Claims are linked to your employer's HR/Payroll processes for fast and error-free processing.

In short: Whether it's miles, days working from home, or other reimbursements, you can easily submit everything via the Gaiyo Portal or App, fully aligned with your employer's policy.

Question 2

How do I claim my mileage via the Gaiyo Portal and App?

Accepted Answer

1. Log in

Via the Portal

Go to mijn.gaiyo.com.

Log in with your business Gaiyo Account.

Via the App

Download and open the Gaiyo App (iOS or Android).

Log in with your business Gaiyo Account.

2. Create a new expense claim

In the Portal

Click on “Expense claims” in the menu.

Click on the “New claim” button and select the option “Home/work” or “Business trip”.

Fill in the details:

Select the date of your trip.

Have you made the trip more than once? Select multiple days (e.g., all working days of the month).

Select the vehicle type and drive system.

Select One-way trip if you did not make a return trip.

Enter the departure and arrival addresses. Suggestions will be displayed as you type.

The system automatically calculates the distance (one-way or return trip).

Add a comment or additional information if necessary.

If you make the trip more often, save it as a favorite.

Click on Save.

In the app

Go to the “Expenses” section.

Tap on the “New expense claims” section.

Select “Mileage claim”.

Enter the details:

Date and type of trip (one-way or return).

Vehicle type and (if necessary) additional information.

Departure and arrival addresses (filled in automatically).

Purpose of the trip (business or home/work).

Additional information (if necessary).

Tap Save to add the claim.

3. Claim status and submission

Each claim is assigned a status, both in the Portal and in the App:

Draft – created but not yet submitted.

Submitted – submitted for approval.

Approved – accepted by employer.

Rejected – rejected by employer (ask your employer for the reason).

Processed – expense claim has been paid/processed.

Submit

Select the expense claim(s).

Click/tap Submit.

The status will change to Submitted.

Only approved expense claims will be submitted by Gaiyo to your employer for payment at fixed times.

Delete

You can delete expense claims that have not yet been processed yourself, even if they have already been Submittedor Approved.

Select the expense claim and click/tap on Delete.

4. Expense claims other than mileage

Depending on your employer's policy, you can also submit the following via Portal and App:

Working from home allowance per working day.

Parking and toll fees.

Other business travel expenses.

5. Questions and contact

Do you have questions about submitting expense claims?

Call: 0900-6624649

Email: business-support@gaiyo.com

6. Privacy and terms and conditions

Expense claims are always processed in accordance with the applicable GDPR guidelines.

See also the Privacy Policy and Terms and Conditions.

In short: whether you are sitting at your desk or on the road, with the Gaiyo Portal and the Gaiyo App, you can easily claim all your business mileage, commuting mileage, and working from home allowances.

Question 3

How do I claim my work-from-home allowance via the Gaiyo App and portal?

Accepted Answer

1. Log in

Via the Portal

Go to my.gaiyo.com.

Log in with your business Gaiyo Account.

Via the App

Download and open the Gaiyo App (iOS or Android).

Log in with your business Gaiyo Account.

2. Create a new expense claim

In the Portal

Click on “Expense Claims” in the menu.

Click on the “New Expense Claim” button and select the option “Working from Home Allowance”.

Fill in the details:

Select the date when you worked from home.

Have you done this more than once? Select multiple days (e.g., all Mondays of the month).

Add a comment or additional information if necessary.

Click Save.

In the App

Go to the “Expenses” section.

Tap on the “New Expense Reports” section.

Select “Working from home allowance”.

Enter the details:

Date.

Additional information (if necessary).

Tap Save to add the expense claim.

3. Expense claim status and submission

Each expense claim is assigned a status, both in the Portal and in the App:

Draft – created but not yet submitted.

Submitted – submitted for approval.

Approved – accepted by employer.

Rejected – rejected by employer (ask your employer for the reason).

Processed – claim has been paid/processed.

Submit

Select the claim(s).

Click/tap on Submit.

The status will change to Submitted.

Only approved expense claims will be submitted by Gaiyo to your employer for payment at fixed times.

Delete

You can delete expense claims that have not yet been processed yourself, even if they have already been Submittedor Approved.

Select the expense claim and click/tap on Delete.

4. Expense claims other than mileage

Depending on your employer's policy, you can also submit the following via Portal and App:

Mileage claims per working day.

Parking and toll fees.

Other business travel expenses.

5. Questions and contact

Do you have questions about submitting claims?

Call: 0900-6624649

Email: business-support@gaiyo.com

6. Privacy and terms and conditions

Expense claims are always processed in accordance with the applicable GDPR guidelines.

See also the Privacy Policy and Terms and Conditions.

In short: whether you are sitting at your desk or on the road, with the Gaiyo Portal and the Gaiyo App, you can easily claim all your business mileage, commuting, and working from home allowances.

Question 4

How is the travel distance determined?

Accepted Answer

1. Why is travel distance important?

To calculate the travel allowance, your employer uses the travel distance between your home and your place of work and/or business destination. This is based on the one-way travel distance in kilometers.

2. How is the travel distance calculated?

The travel distance is determined as the sum of the separately rounded outward and return journeys.

The method of rounding (e.g., always up or down) is determined by your employer.

3. Can I adjust the calculated travel distance?

Yes, as a user, you can adjust the distances calculated by the system.

This is possible, for example, if your actual route structurally deviates from the automatically calculated route.

When making an adjustment, you must always provide an explanation so that your employer understands the reason for the change.

4. Where can I see my travel distance?

In the Gaiyo App and Portal, the calculated distance is automatically displayed when creating a claim.

There you will see the rounded distance used for the reimbursement.

5. Who determines the rules for calculation and rounding?

The final method for rounding kilometers and approving adjustments is determined entirely by your employer.

In short: the travel distance is calculated automatically, rounded according to your employer's rules, and if necessary, you can make an adjustment yourself, provided you substantiate this with an explanation.

Question 5

Log in to the Gaiyo portal

Accepted Answer

1. How can I log in to the Gaiyo Portal?

You log in with your Gaiyo Account. These are the same login details you use for the Gaiyo App.

Here's how it works:

Go to the Gaiyo Homepage.

Click on “My Gaiyo” in the top right corner.

Enter your business Gaiyo account details (email address and password).

2. Which login methods does the Portal support?

Email address & password: the standard method for all business users.

Single Sign-On (SSO): if your employer has enabled this, you can log in directly with your company account.

Two-factor authentication (2FA): For extra security, you can strengthen your login with an authenticator app (e.g., Google Authenticator or Microsoft Authenticator).

3. How does logging in with 2-factor authentication work?

When 2FA is enabled for your account:

Log in with your email address and password (or via SSO).

Open your authenticator app on your phone.

Enter the temporary 6-digit code that appears in the app.

This provides an extra layer of security in addition to your password.

4. Can I use the same credentials for the Gaiyo App and Portal?

Yes. Your Gaiyo Account is a single central account that gives you access to both the Gaiyo App and the Gaiyo Portal.

5. What should I do if I forget my password?

Click on “Forgot your password?” on the login page.

Follow the instructions in the email to set a new password.

Have you activated 2FA but no longer have access to your authenticator app? Contact the Gaiyo Service Desk or your internal HR/mobility manager.

6. I can't log in, what now?

First check:

Whether you are using the correct login method (password, SSO, or 2FA).

Whether your internet connection is stable.

Whether your account has been activated by your employer.

If this does not help, please contact the Gaiyo Service Desk or your internal administrator.

In short: With your business Gaiyo Account, you can easily log in to both the Portal and the App. Employers can enable Single Sign-On for added convenience and security if desired.

Question 6

View trips in the Gaiyo Portal

Accepted Answer

1. How can I view my trips in the Gaiyo Portal?

By logging into the Gaiyo Portal, you can access your personal trip overview. Here you can see all the transactions you have made with your Gaiyo Card, budget, or bookings via Gaiyo.

2. What information can I see about my trips?

In the trip overview, you will find:

Date and time of the trip.

The means of transport used (e.g., train, bus, shared car, bicycle, Moped).

The costs and payment method (e.g., employer budget, expense claim, or personal payment).

3. Can I filter or search my trips?

Yes, in the Portal you can easily filter your trips by period, status, or category. This makes it clearer and helps with expense claims or reports.

4. What can employers or administrators see about my trips?

Employers have insight into the business trips made via the Gaiyo Portal, in line with the agreements within your organization.

Data is always processed in accordance with the GDPR guidelines and only shared with your employer to the extent necessary for administrative, HR, or payroll purposes.

5. How up-to-date is the trip overview?

Trips you make with your Gaiyo Card automatically appear in the Portal as soon as the transaction has been processed by the carrier.

Bookings made via the Gaiyo App are visible in the Portal almost immediately.

In short: in the Gaiyo Portal, you will find a complete and up-to-date overview of all your business trips, including costs, payment method, and sustainability insights.

Question 7

What is the Gaiyo Portal?

Accepted Answer

The Gaiyo Portal is your personal online user environment within Gaiyo. The portal gives you access to all your mobility options, travel details, and (if applicable) the products and budgets available to you through your employer in a single overview.

You can access the Gaiyo Portal via the “My Gaiyo” button at the top right of the Gaiyo Homepage.

What can I do in the Gaiyo Portal?

In the Portal, you can, among other things:

Make and manage bookings

Reserve or change your car and taxi bookings.

View travel transactions

View a complete overview of your trips, including costs and means of transport used.

Manage your Gaiyo Card

View your card details linked to your account. With the Gaiyo Card, you can travel carefree by public transport and various other mobility services.

View employer budget

If your employer has assigned you a Gaiyo Budget, you can view your balance, transactions, and terms of use here.

Submit mileage claims

Easily record your commuting and business mileage and submit it directly to your employer.

Commute registrations

Quickly and easily report your commutes and work-from-home days with the Gaiyo commute calendar.

Reports and administration

Gain insight into your travel behavior and, for employers, collect reports on employee travel to reduce the workload for HR and Payroll.

Who is the Gaiyo Portal intended for?

The Gaiyo Portal has been developed for:

Employees with a Gaiyo subscription or budget through their employer.

Employers and administrators: organizations that facilitate and manage mobility through the Gaiyo Employer Portal.

What are the advantages of the Gaiyo Portal?

All mobility in one platform: from public transport to shared cars, from shared (cargo) bikes to taxis.

Ease of use: book, change, or claim all your trips from one environment.

Sustainability: insight into CO₂ emissions and the possibility to travel more sustainably.

Financial overview: one central place for costs, budgets, and claims.

Employers unburdened: integration with HR and payroll processes, minimizing administration related to mobility.

How does the Gaiyo Portal differ from the Gaiyo App?

The Gaiyo App is focused on being on the go: booking, planning, and traveling immediately.

The Gaiyo Portal is focused on management and overview: transactions, budgets, expense claims, and administration.

Together, they form a complete ecosystem for personal and business mobility.

How does the Gaiyo Portal contribute to sustainable mobility?

Insight into CO₂ emissions from your travels.

Encouraging shared mobility instead of private cars.

Supporting employers in implementing sustainable mobility policies, such as reducing parking pressure and increasing the use of public transport or bicycles.

Question 8

My email address has changed. Where can I update my login details?

Accepted Answer

1. What should I do if my email address has changed?

If your business email address has changed (e.g., due to a name change, migration, or new employer), this must also be updated in your Gaiyo Account.

2. How can I have my email address changed?

Please contact Gaiyo Customer Service:

0900-662 46 49

business-support@gaiyo.com

Customer service is available 24/7 and will help you with the change.

3. Are there any additional steps when changing from a business to a personal email address?

Yes. If your account is transferred from a business to a personal email address, Gaiyo always requests approval from your employer. This is necessary to ensure that the agreements regarding your mobility rights are correctly transferred.

4. Will my password also be changed?

No. Only your username (email address) will change. You can continue to log in with your existing password. If you want to reset it, you can do so via “Forgot your password?” in the Gaiyo Portal.

In short: always contact Gaiyo Customer Service when changing your email address. If you are changing from a business to a personal email address, approval from your employer is also required.

Question 9

My password for account activation and card application has expired. What now?

Accepted Answer

1. What should I do if my password has expired?

If your password for account activation or card application has expired, you can easily reset it yourself.

2. How do I request a new password?

Go to the login screen of the Gaiyo Portal (my.gaiyo.com).

Click on “Forgot your password?”.

Enter your business email address.

You will immediately receive an email with a temporary login token.

3. How do I use the login token?

The login token gives you 20 minutes to set a new password.

Important: keep the browser tab in which you requested the login token open.

Enter the login token you received immediately and set a new password.

4. What if it doesn't work?

Request a new token by clicking on “Forgot your password?” again.

Check that you are using the correct email address (the email address registered with Gaiyo by your employer).

Still not working? Contact the Gaiyo Service Desk at:

0900-6624649

business-support@gaiyo.com

In short: if your password has expired, you can reset it via “Forgot your password?” in the Portal. With the temporary token, you have 20 minutes to set a new password.

Question 10

What does my Gaiyo Account consist of?

Accepted Answer

1. What is a Gaiyo Account?

Your Gaiyo Account is the central access point to all of Gaiyo's business mobility services. With a single account, you have access to your portal, app, and card, which you can use to arrange and manage all your travel and mobility needs.

2. What does my Gaiyo Account consist of?

A Gaiyo Account consists of three parts:

Gaiyo Portal – your online user portal

Overview of travel transactions, expense claims, budgets, and travel products.

Manage your business mobility and reports.

Gaiyo App – the mobile application

Plan trips, purchase tickets, and book shared mobility.

Direct access to digital tickets and reservations.

Gaiyo Card – the physical mobility card

Can be used as a public transport chip card throughout the Netherlands.

Suitable for train, bus, tram, metro, and additional mobility services.

3. How do these components work together?

With the Gaiyo Card, you can physically travel on public transport and affiliated mobility services.

You use the Gaiyo App on the go to plan your trip, purchase tickets, and book shared mobility.

In the Gaiyo Portal, you manage everything centrally: from transactions and budgets to expense claims and reports.

In short: your Gaiyo Account consists of the Portal, the App, and the Card. Together, they form a complete system for business travel and mobility management.

Question 11

What is my Gaiyo Account username?

Accepted Answer

1. What is my username?

Your username is the email address that your employer has registered with Gaiyo on your behalf.

2. What do I use this username for?

You use this email address to log in to:

The Gaiyo Portal (my.gaiyo.com).

The Gaiyo App (iOS or Android).

3. Can I change my username myself?

No. Your username (your business email address) is managed by your employer.

Is your email address changing (for example, due to a name change or internal migration)? Please contact your HR department or manager so that this can also be updated in Gaiyo.

4. What should I pay attention to when logging in?

Always use the business email address registered by your employer.

Check that you are using the correct password or Single Sign-On (SSO).

If you encounter any problems, please contact the Gaiyo Service Desk or your internal administrator.

In short: your username is always your business email address.

Question 12

What should I do if I forget my password?

Accepted Answer

1. What should I do if I forget my password?

If you forget your Gaiyo password, you can easily reset it yourself.

2. How do I request a new password?

Go to the login screen of the Gaiyo Portal (my.gaiyo.com).

Click on “Forgot your password?”.

Enter your business email address.

You will immediately receive an email with a temporary login token.

3. How do I use the login token?

The login token gives you 20 minutes to set a new password.

Important: keep the browser tab in which you requested the login token open.

Enter the login token you received immediately and set a new password.

4. What if it doesn't work?

Request a new token by clicking on “Forgot your password?” again.

Check that you are using the correct email address (the email address registered with Gaiyo by your employer).

Still not working? Contact the Gaiyo Service Desk at:

0900-6624649

business-support@gaiyo.com

In short: if you have forgotten your password, you can reset it via “Forgot your password?” in the Portal. With the temporary token, you have 20 minutes to set a new password.

Question 13

Can I use a Greenwheels car to travel abroad via Gaiyo?

Accepted Answer

Sure! You can travel within Europe (including the United Kingdom) without special permission. Travel outside Europe is only possible with prior permission from Greenwheels.

What you need to know before your road trip:

Refueling or charging abroad:

Your Greenwheels fuel or charging card only works in the Netherlands.

You can refuel/charge yourself and claim receipts via your profile; the costs will be settled with your invoice.

Environmental zones and vignettes:

Many countries have environmental zones or toll vignettes. Greenwheels cars are not equipped with these stickers as standard.

Arrange your vignette or environmental sticker yourself in good time, for example via the ANWB.

Winter tires and regulations:

In Germany, Austria, France, Italy, Norway, Sweden, and Finland, winter tires are mandatory during winter conditions (snow, ice).

Greenwheels cars are equipped with all-season tires with the 3PMSF symbol, but do not have winter tires – please take this into account.

Breakdown services and roadside assistance:

ANWB breakdown assistance is available in European countries. In case of breakdown, you can contact ANWB Roadside Assistance 24/7 on +31 10 411 31 21.

Question 14

Can I use Greenwheels cars via Gaiyo with a foreign driver's license?

Accepted Answer

Yes, you can. To use a Greenwheels car via Gaiyo, you must:

Be at least 18 years old.

Have a valid driver's license (B) from:

An EU country, the United Kingdom, or Switzerland,

Or an international driver's license, which you must show together with your national driver's license.

Verification process

Your driver's license will be electronically verified in the Gaiyo app during your registration.

In case of a suspicious or invalid driver's license, Gaiyo/Greenwheels reserves the right to refuse you or block your account.

Question 15

Do I have to return the Greenwheels car to where I picked it up?

Accepted Answer

Yes, you must always return the Greenwheels car to the fixed, designated parking spot from where you picked it up. Each car has its own fixed return location.

Return guidelines:

Always park in the assigned spot to ensure that there is a spot available for the next user.

Return the car with at least ¼ tank of fuel, or for electric vehicles: connected to the charging station.

Park on time and within the assigned space to avoid fines or additional costs.

Question 16

How do I book a Greenwheels car via the Gaiyo app?

Accepted Answer

Follow these steps to easily reserve a Greenwheels shared car:1. Open the Gaiyo app and tap the orange map icon next to “Car” on the dashboard.

2. Search the map for a Greenwheels car in your area (zoom level affects your overview).

3. Tap the car in the list – recognizable by its license plate and make.

4. View details such as location, rates, and terms and conditions. Press “Book” to confirm.

5. Select the desired rental period (minimum 1 hour) and choose a prepaid mileage package if desired.

6. Check your details and tap “Confirm” to complete the reservation.

7. After booking, you will see the reservation immediately in your dashboard under ‘Current’. For reservations on a future date, you can find them under ‘Tickets & Reservations’.

Question 17

How do I end the rental of a Greenwheels car via Gaiyo?

Accepted Answer

Please note: Greenwheels cars must always be returned to their designated parking spot, the spot where you picked them up. Each car has its own designated location, which is also visible in the app.

Steps to end the ride correctly:

Park the car in the designated parking space, within the designated area. Make sure that the car returns with at least ¼ tank of fuel, or, in the case of an electric car, that it is connected to the charging station.

2. Open the Gaiyo app and tap on your active Greenwheels reservation in the dashboard.

3. Tap “End rental.”

4. Follow the instructions:

Lock the key, fuel card, or charging card in the appropriate place (glove compartment/on-board computer).

Close windows, doors, and turn off lights.

Tap “End trip” to lock the car via the app.

6. After completion, you will immediately receive a confirmation and the ride will be invoiced; you can find your booking history under Menu → Wallet → Transactions.

Why is it mandatory to return items to their original location?

Every Greenwheels car has its own designated pick-up and drop-off location, ensuring availability for all users.

Question 18

How do I open a Greenwheels car and start the reservation via Gaiyo?

Accepted Answer

Follow these steps to successfully start your Greenwheels car journey:1.  Open the Gaiyo app and tap on your active reservation on the dashboard.

2. Tap “Start trip” to unlock the vehicle via the app.

3. Receive your personal PIN promptly, especially if the car has recently been upgraded. Enter it via the app or the in-car display to unlock the car and key/card holder.

4. Remove the key, fuel or charging card from the holder in the glove compartment.

5. Is the car equipped with Bluetooth unlocking (such as VW ID.3)? If so, make sure that Bluetooth is enabled on your phone.

6. Start the engine or put the car in Drive, depending on the type of vehicle.

In a single overview

ActionWhat you need to doOpen reservationTap “Start ride” in the Gaiyo app.Obtaining unlockingReceive and use the PIN (or Bluetooth unlock)Grab your keys and cardRemove this from the holder in the glove compartment.Starting the engineUse key or automatic unlocking via app

Question 19

How do I refuel a Greenwheels car via Gaiyo?

Accepted Answer

Greenwheels cars are equipped with a fuel card in the glove compartment, which allows you to refuel for free in the Netherlands if you have at least ¼ tank of fuel left at the end of your trip. Follow these steps:

Open the Gaiyo app and go to your active trip.

↳ The app will display the PIN code for the fuel card.

Take the fuel card from the on-board computer or from the key/card holder in the glove compartment. All cars run on E10 gasoline, except for the Caddy van (B7 diesel).

Note the mileage in the app before refueling. This is required for the transaction.

Open the fuel cap: use the key provided by Greenwheels. Turn it half a turn to the left to release it.

Refueling:

At an unmanned station: insert the fuel card and follow the instructions, including entering your PIN and mileage. Select ‘No’ for ‘replacement transport’ and fill up the tank.

At a manned station: refuel first, then pay inside with the card (including PIN and mileage).

Close the fuel cap and store the fuel card safely in the glove compartment or card/key holder.

Why refuel?

Make sure there is at least ¼ tank left when you return the vehicle to avoid fines.

Refueling is included in your trip price, so it is free of charge via the fuel card.

Question 20

I can't drive any further—what should I do with a Greenwheels car via Gaiyo?

Accepted Answer

If you have to stop because your car won't drive or is sounding alarms, follow these steps immediately:

Find a safe place to stop

If you are on the highway, position the car so that you can safely move behind the guardrail.

Call Greenwheels immediately for roadside assistance

Greenwheels is available 24/7 on 088 2100 100

Call 112 in case of emergencies

In dangerous situations such as accidents, fire, or serious injury, immediately contact 112.

Follow the instructions

Provide your location and describe what is happening; Greenwheels or the emergency services will arrange the appropriate assistance for repairs, towing, or assistance.

Question 21

The designated spot for my Greenwheels car is occupied – what should I do?

Accepted Answer

Park your car as close as possible to the designated spot, within the assigned station or area.

Avoid disabled parking spaces, loading and unloading zones, sidewalks, entrances and exits, or other places where you may obstruct traffic or pedestrians.

Only park in legal public spaces; in a paid parking zone, check that you are within the correct permit area (found in your booking information).

Call the Greenwheels team or Gaiyo customer service on 088‑527 2850. They will be able to register the situation and help the next user.

These steps ensure that your trip is properly completed and that everyone is aware of the unusual parking situation.

Question 22

What happens if I commit a traffic violation with a shared car via Gaiyo?

Accepted Answer

If you commit a traffic violation while driving a shared car (e.g., speeding or parking fine), the following rules apply:The fine will be forwarded to youEvery fine will be settled by the shared car provider via your account, because you are formally responsible as the driver.Administration costsIn addition to the fine, administration costs will be added.

Question 23

What should I do in case of an emergency or breakdown with a Greenwheels car via Gaiyo?

Accepted Answer

In the event of a breakdown or emergency during your journey, follow these clear steps:

Ensure safety:

Stop the car in a safe place, off the road.

If you break down on the highway, leave the car and move behind the guardrail.

Call Greenwheels roadside assistance immediately:

Greenwheels is available 24/7 on 088 2100 100 to arrange roadside assistance or other assistance.

Call 112 in case of emergency:

In serious situations such as accidents, fire, or personal injury, contact 112 immediately.

Follow the instructions:

Follow the instructions of the roadside assistance employee.

Note the situation (such as location and symptoms) if requested.

Question 24

Which cars does Greenwheels have available through Gaiyo?

Accepted Answer

Greenwheels offers a varied fleet of more than 2,900 cars in 185+ cities, divided into different categories:

Compact city cars

Volkswagen up! (fuel variant, manual transmission) – 4 passengers, approx. 600 km range

VW e‑Up!, Skoda CITIGOe, Seat Mii electric – fully electric, automatic transmission, approx. 210–260 km range.

Mid-range

VW Polo (gasoline, manual) – 5 passengers, approx. 650 km range

VW ID.3 – 100% electric, automatic, approx. 346 km range

Station wagon & delivery van

VW Golf Variant (gasoline, manual) – 5 passengers, spacious trunk

VW Caddy (diesel, manual) – 2 passengers, plenty of cargo space

VW e‑Caddy Maxi – electric delivery van, automatic transmission, suitable for larger cargo needs

General features

All cars are equipped with ISOFIX, radio, air conditioning, phone holder, and roadside assistance

Range and specifications (automatic transmission, cargo space) per model listed in the Gaiyo app under “specifications”

Question 25

What cars does MyWheels offer via Gaiyo?

Accepted Answer

MyWheels is the largest car-sharing provider in the Netherlands, offering thousands of vehicles at more than 300 locations, including 185+ cities. The fleet is divided into three categories:

1. Compact

Small city cars, ideal for short trips:

Skoda CITIGOe, Citroën C1

Fiat 500, VW e‑Up! – often electric, 2‑4 seats

2. Comfort/Mid-range

More spacious models for longer use:

Renault ZOE, Citroën C3, Opel Corsa

Hyundai Kona or Ford Focus station wagon

3. Extra/Premium & Special vehicles

Larger cars and more luxurious models:

Tesla Model 3 (premium electric)

Station wagons, delivery vans, and other special types

Electric focus & innovation

More than half of the fleet is electric

Soon to be expanded with hundreds of Vehicle-to-Grid (V2G) cars, including electric Renaults

Question 26

Can I load credit onto the Gaiyo Card myself?

Accepted Answer

1. Can I put in credit to my Gaiyo Card myself?

No. It is not permitted to put in credit to the Gaiyo Card yourself, even for private travel.

2. Why am I not allowed to put in credit?

The Gaiyo Card is automatically topped up in accordance with the agreements with your employer.

Loading credit yourself can lead to incorrect transactions or loss of money.

If you load credit yourself, you will unfortunately lose this amount. Refunds are not possible.

3. Are there any exceptions?

Yes. Refunds via uitcheckgehttp://www.uitcheckgemist.nl mist.nl can be loaded onto the card.

The amount will be added to the card.

This amount will then be automatically credited to your employer.

4. How can I make private trips?

All private trips, just like business trips, are processed via the Gaiyo Card. No personal balance is required for this. The costs are automatically registered and, if applicable, settled according to the agreements with your employer.

In short: you may never load a balance onto the Gaiyo Card yourself. Only refunds via uitcheckgemist.nl can be loaded onto the card and are automatically settled with your employer.

Question 27

Can I use the Gaiyo Card immediately after receiving it?

Accepted Answer

1. Can I use the Gaiyo Card immediately?

No. Before you can travel, you must first activate the Gaiyo Card. This can be done up to three months after receiving the card.

2. How do I activate my Gaiyo Card?

Go to an OV-chipkaart service point.

Scan the Gaiyo Card (or insert it into the device).

Select the option “Collect orders”.

Follow the steps on the screen to complete the activation.

Please note: you are not allowed to load credit onto the card yourself.

3. What services can I use with the Gaiyo Card?

After activation, you can use the Gaiyo Card for:

Public transport: train, bus, tram, and metro.

OV-fiets and P+R parking.

Refueling and/or charging vehicles (you can find the PIN code in the Gaiyo Portal: go to mijn.gaiyo.com, click on Settings in the top right corner, and select PIN on the Gaiyo Card image).

For shared cars, shared scooters, and shared bikes, use the Gaiyo App. Scan the QR code on your Gaiyo Card or download the app from the app stores.

4. Where can I see which services I can use?

Log in to your personal Gaiyo Portal (my.gaiyo.com) to see which services your employer has made available.

5. Questions and support

Check out the frequently asked questions at gaiyo.com/faq

Can't find your question? Contact Gaiyo Customer Service:

business-support@gaiyo.com

0900 662 46 49

In short: the Gaiyo Card must always first be activated at a public transport chip card service point via “Collect orders”. Only then can you use the card for travel and other mobility services.

Question 28

Do I have to return the Gaiyo Card when I leave the company?

Accepted Answer

1. Do I need to keep my Gaiyo Card after leaving employment?

No. The Gaiyo Card is a business public transport chip card that remains the property of Gaiyo or your employer. You must always return the card when your employment ends.

2. Where do I return the card?

You can return the card together with a short accompanying letter to:

Gaiyo B.V.

Card Application Department

Antwoordnummer 1472

1300 VE Almere

No stamp is required (freepost).

3. Can I also return the card to my employer?

Yes. Depending on the agreements within your organization, you can also return the card to your employer or HR department. They will then ensure that the card is returned to Gaiyo.

4. Why do I have to return the card?

The Gaiyo Card remains the property of Gaiyo or your employer.

Returning the card allows outstanding travel entitlements to be closed and administrative errors to be prevented.

This prevents misuse of the card after you leave the company.

In short: when you leave the company, you must always return the Gaiyo Card – either directly to your employer or by sending it back to Gaiyo via the freepost address in Almere.

Question 29

Hoe moet ik bij een P+R parkeren uitrijden met de Gaiyo Card?

Accepted Answer

1. How does exiting with the Gaiyo Card at a P+R work?

At P+R locations with license plate recognition, follow these steps:

License plate recognition

When you exit, your license plate will be recognized automatically.

The system will display the price to be paid on the exit terminal.

NS travel check (public transport chip card reader)

Hold your Gaiyo Card against the public transport chip card reader (*1 in the image).

The system checks whether you have traveled with NS, so that you are eligible for a possible price reduction.

Payment (payment card slot)

Insert or hold your Gaiyo Card near the slot for payment cards (*2 in the image).

The amount will be charged to your Gaiyo Card.

The barrier will open, and you can exit.

2. What do I use the Gaiyo Card for at P+R?

First to check your NS travel entitlement (discount).

Then to pay the parking fees.

3. What happens if the check fails?

If you have traveled with NS, press the help button and discuss it with the operator.

If it turns out that you have not traveled by NS, you will need to pay the full parking fee with a payment card.

In short: when leaving P+R, you present your Gaiyo Card twice: first at the OV-chipkaart reader for the discount check, and then in the payment slot to pay.

Question 30

How can I classify my (public transport) trips in Gaiyo?

Accepted Answer

1. What does classifying travel mean?

By classifying or specifying, you indicate the purpose of a trip. This determines how the costs are processed and possibly reimbursed.

The possible classifications are:

Business

Commuting

Private

2. Do I always have to classify my trips myself?

That varies per employer:

Automatic classification: Some employers have all trips classified automatically by the system. In that case, you don't have to do anything yourself.

Monthly check: Other employers ask employees to check their trips once a month. You will then receive a reminder to review your trips and adjust them where necessary.

3. How do I classify my trips in the Gaiyo Portal?

Log in to the Gaiyo Portal (mijn.gaiyo.com).

Go to the Trips overview.

Select the trip you want to classify.

Choose the correct classification (Business, Commuting, or Private).

Save the change.

4. How do I classify my trips in the Gaiyo App?

Open the Gaiyo App.

Go to the Trips menu.

Select the relevant trip.

Choose the correct classification (Business, Commuting, or Personal).

Confirm the change.

5. Until when can I adjust my trips?

The period during which you can adjust your trips is determined by your employer.

This is usually 6 to 8 weeks after the trip date.

After that, all transactions are automatically finalized and no further changes can be made.

6. What happens if I don't classify a trip?

With automatic classification, the system processes the trips according to your employer's settings.

If your employer requests a monthly check and you do not respond to the reminder, the system will automatically process the trips according to the set standards.

In short: not every employee has to classify trips themselves. Whether or not this is necessary depends on the agreements with your employer. Where classification is mandatory, you usually have 6 to 8 weeks to adjust your trips.

Question 31

How do I activate my Gaiyo Card?

Accepted Answer

1. Why do I need to activate my Gaiyo Card?

The Gaiyo Card will only work once it has been activated. Activation is necessary to link the card to your account and your employer's mobility services. This must be done within 3 months of receipt.

2. Where do I activate my Gaiyo Card?

You can activate the card at an OV-chipkaart service point. These can be found at train stations, supermarkets, tobacco shops, and bookstores, among other places.

3. How do I activate my Gaiyo Card step by step?

Go to an OV-chipkaart service point.

Hold the card in front of the reader or insert it into the slot.

Select the option “Collect orders”.

Follow the instructions on the screen.

Wait for confirmation that the order has been collected.

Your Gaiyo Card will then be immediately active and ready for use.

4. What am I not allowed to use it for?

It is not permitted to load credit onto the Gaiyo Card yourself. All journeys and costs are automatically charged to your Gaiyo account and the agreements made with your employer.

5. What services can I use after activation?

With an activated Gaiyo Card, you can:

Travel by train, bus, tram, and metro.

Use OV-fiets and P+R parking.

Refuel or charge vehicles (PIN code available in the Gaiyo Portal).

For shared cars, shared scooters, and shared bikes, use the Gaiyo App.

6. Where can I find my PIN code for refueling/charging?

Log in to the Gaiyo Portal (mijn.gaiyo.com):

Click on your Account in the top right corner and go to Account settings.

Go to your Gaiyo Card.

Click on the Show PIN code option to view the code.

7. Questions or need help?

Visit gaiyo.com/faq.

Or contact Gaiyo Customer Service:

business-support@gaiyo.com

0900-6624649

In short: activate your Gaiyo Card within 3 months of receipt at an OV-chipkaart service point via “Pick up orders”. You can then use the card immediately for all your business mobility needs.

Question 32

How do I apply for my Gaiyo Card?

Accepted Answer

1. When can I apply for a Gaiyo Card?

You do not need to actively apply for the card yourself. As soon as your employer submits your details to Gaiyo and they have been processed, the application process will begin.

2. How will I be informed?

You will receive an activation email from Gaiyo requesting you to activate your Gaiyo Account.

3. How do I activate my Gaiyo Account?

Click on the link in the activation email and log in to the Gaiyo Portal (mijn.gaiyo.com).

Agree to the Terms and Conditions and the Privacy Policy.

This agreement immediately puts in motion the application for your Gaiyo Card.

4. When will I receive my Gaiyo Card?

After activation and acceptance, you will usually receive your card within 5 business days.

Please note that delivery via PostNL can sometimes be delayed.

In the meantime, you can travel immediately with e-tickets via the Gaiyo App (under Tickets & Reservations).

5. Where will the card be sent?

The Gaiyo Card will be sent to the address your employer has registered with Gaiyo. If you are unsure, please check with your HR department.

In short: your Gaiyo Card application will start automatically as soon as you have activated your account and agreed to the terms and conditions. You will then usually receive the card within 5 working days.

Question 33

How long do I have to activate the Gaiyo Card?

Accepted Answer

1. How long is my Gaiyo Card valid without activation?

You must activate your Gaiyo Card within 3 months of receipt at a public transport chip card service point.

2. What happens if I don't activate my card on time?

After 3 months, the linked travel products and rights stored on your card will expire.

You will then no longer be able to use the card for travel or mobility services.

You may need to obtain a new card or go through the activation process again via your employer.

3. Where can I pick up my travel products?

At an OV-chipkaart service point (at stations, in supermarkets, bookshops, and tobacco shops).

Select the option “Pick up orders” to activate your card and pick up your travel products.

4. Tip

Activate the card as soon as possible after receipt. This will ensure that you can use all mobility services available through your employer without any problems.

In short: you have a maximum of 3 months to activate your Gaiyo Card. If you do not do this, the linked travel products will expire and you will not be able to use the card.

Question 34

I accidentally checked in and out with my Gaiyo Card during a private trip. What should I do now?

Accepted Answer

1. Can I convert a business trip to a private trip (or vice versa)?

Yes. You can classify a trip you have made as a private trip yourself via the Gaiyo Portal or the Gaiyo App.

2. How does this work exactly?

Log in to the Gaiyo Portal (my.gaiyo.com) or open the Gaiyo App.

Go to your travel transactions.

Select the relevant trip.

Select the option “Mark as private trip”.

Save the change.

3. Until when can I make this change?

You can change the classification of a trip until the end of the month.

After this period, it is no longer possible to make changes, as all transactions will already have been processed in the invoice to your employer.

4. How are the costs settled?

Depending on the agreements with your employer, the costs of private trips will be charged directly to you or settled via the payroll department.

Please note: Gaiyo invoices all registered transactions automatically to your employer and cannot change or delete any transactions itself.

In short: did you accidentally make a private trip with your Gaiyo Card? You can correct this yourself in the App or Portal by marking the trip as private, as long as you do so before the end of the month.

Question 35

I have found my Gaiyo Card that I reported lost. Can I use it again?

Accepted Answer

1. Can I reuse a recovered card?

No. Once you have reported your Gaiyo Card as lost or stolen, it will be permanently blocked.

The card cannot be reactivated or unblocked.

This is a security measure to prevent misuse.

2. What should I do with the recovered card?

You must return the recovered card to Gaiyo.

This helps us to dispose of the card properly and prevents administrative errors.

3. How can I continue to travel?

Once you have reported the loss, a replacement card will be requested for you.

In the meantime, you can temporarily travel with e-tickets via the Gaiyo App, which can be found under Tickets & Reservations.

4. Why can't a recovered card be used anymore?

Because the card is immediately blocked for security reasons when a loss or theft is reported.

This prevents unauthorized persons from using your card.

The block is irreversible.

In short: a card that you have previously reported as lost or stolen will remain blocked – even if you find it again. You must return the card to Gaiyo and travel with your replacement card or temporarily with e-tickets in the Gaiyo App.

Question 36

I lost my Gaiyo Card. What should I do?

Accepted Answer

1. How do I report a lost 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

Question 37

Mag ik ook zelf andere producten op de Gaiyo Card laden?

Accepted Answer

1. Can I put in credit or products onto my Gaiyo Card myself?

No. It is not permitted to put in credit or other products onto the Gaiyo Card yourself.

2. Why is this not permitted?

The Gaiyo Card is a business mobility card and is subject to the agreements made with your employer.

All products and travel rights are assigned centrally by your employer and Gaiyo.

Loading products yourself could lead to administrative errors and problems with claims or reimbursements.

3. How can I get extra products or rights on my card?

Always request this through your employer or manager.

They can link new travel rights or products to your account in the management section of the Gaiyo Portal.

You can then collect these products yourself via an OV-chipkaart service point using the “Collect orders” option.

In short: you should never load products or credit onto the Gaiyo Card yourself. All changes are made via your employer and Gaiyo, so that everything is processed correctly and securely.

Question 38

My Gaiyo Card is broken. What now?

Accepted Answer

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.

Question 39

There are no products waiting for me at the vending machine. What should I do?

Accepted Answer

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.

Question 40

What can I do with my Gaiyo Card?

Accepted Answer

1. What can I use the Gaiyo Card for?

The Gaiyo Card is your business mobility card and works just like a public transport chip card. You can use it to:

Travel by train, bus, tram, and metro throughout the Netherlands.

Use OV-fiets.

Park at P+R locations with license plate recognition.

Refuel and charge vehicles at affiliated locations (PIN code available in the Gaiyo Portal).

2. How does the Gaiyo Card work on public transport?

Check in and out at gates and card readers with the pink OV-chipkaart logo.

Valid with all transport operators in the Netherlands that accept the OV-chipkaart.

Any surcharges (such as Intercity Direct) can be purchased separately at a surcharge terminal or via the Gaiyo App as an e-ticket.

3. How does the Gaiyo Card work for refueling and charging?

You can use the card at affiliated gas stations and charging stations.

You can find your PIN code in the Gaiyo Portal under Settings → Your card(s) → PIN.

4. Can I use the Gaiyo Card for shared mobility?

For shared cars, shared scooters, and shared bikes, use the Gaiyo App.

Open the app, plan, and reserve a vehicle.

Use the app to unlock or start.

5. Are there any restrictions?

You may not top up the Gaiyo Card yourself. All journeys and costs are automatically processed in accordance with the agreements with your employer.

The card is not valid on international trains (such as Eurostar, IC Brussels, or ICE to Germany). You can only board domestic ICE trains without a surcharge.

In short: with the Gaiyo Card, you can travel throughout the Netherlands by public transport, use OV-fiets bikes, P+R, refuel, and charge. For shared mobility, use the Gaiyo App.

Question 41

When will I receive my Gaiyo Card?

Accepted Answer

1. When will my Gaiyo Card be delivered?

You will usually receive your Gaiyo Card within 5 business days after activating your Gaiyo Account.

Please note that delivery by PostNL can sometimes be delayed by a few days.

2. What do I need to do to start the application process?

Log in to the Gaiyo Portal (mijn.gaiyo.com).

Agree to the Terms and Conditions and the Privacy Policy.

This agreement will immediately put in the application process for your Gaiyo Card.

3. Can I travel while I am waiting for my card?

Yes. Once you have activated your Gaiyo Account, you can immediately use Gaiyo e-tickets via the Gaiyo App.

Open the app and go to Tickets & Reservations.

Purchase and use e-tickets for train, bus, tram, and metro.

Any surcharges (such as Intercity Direct) can also be booked as e-tickets.

4. Where will the Gaiyo Card be sent?

The card will be sent to the address your employer has provided to Gaiyo. If you are unsure, check with your HR department or manager.

5. What if I haven't received my card after 5 business days?

First, check with your employer to make sure the address is registered correctly.

Please take into account a possible delay in PostNL delivery.

Then contact Gaiyo Customer Service:

0900-662 46 49

business-support@gaiyo.com

In short: you will usually receive your Gaiyo Card within 5 working days, but there may be delays due to PostNL. Fortunately, you can travel immediately with e-tickets in the Gaiyo App, even without your physical card.

Question 42

Can I continue to travel with my Mixx Card?

Accepted Answer

The Mobility Mixx Card can still be used. You can continue to use it to travel on public transport.

New colleagues will receive a Gaiyo Card. Employees with cards that need to be replaced will also receive a Gaiyo Card.

Question 43

Will I receive a Gaiyo Card?

Accepted Answer

With the Gaiyo Card, you can travel on public transport, just like with a Mixx Card. Do you have a Mixx Card? Then your card will not be replaced.

New colleagues will receive a Gaiyo Card. Employees with cards that need to be replaced will also receive a Gaiyo Card.

Question 44

How can I use an NS bicycle parking facility?

Accepted Answer

At staffed parking facilities, show your Gaiyo Card to an employee. At unstaffed parking facilities, scan your Gaiyo Card and follow the instructions on the screen. Parking facilities are open from 15 minutes before the first train departure until 15 minutes after the last train arrival.

Question 45

Can I add multiple cars to my account?

Accepted Answer

Yes, you can add multiple license plates to your account. Open your account page by clicking on the three lines in the top right corner of the dashboard. Then click on your account name, scroll down to “License plates” and click on the + icon to add a new license plate.

Question 46

Can I also park in a parking garage with Gaiyo?

Accepted Answer

In addition to street parking, it is also possible to park at ParkBee garages with Gaiyo.

For more information, see: Parking at ParkBee with Gaiyo

Question 47

Do I need to grant the app access to my location?

Accepted Answer

Not necessarily, you can also use Gaiyo without giving the app access to your location. However, you will not be able to see certain information, such as the distances to parking locations. We therefore recommend that you give the app access.

Question 48

Do I need to keep the app open during paid parking?

Accepted Answer

No, you can close Gaiyo during a parking session. However, please remain logged in so that you can stop the transaction.

Question 49

Do I need to specify an end time for my parking action?

Accepted Answer

Yes, you need to follow these steps.

1. Tap “Park” in the Parking widget on the dashboard.

2. Tap “Parking end time.”

3. Select the end date and end time for your parking session, then click “Confirm.”

4. Click on “Park now”

Paid parking will now automatically stop once the specified end time has been reached.

Question 50

Forgot to stop parking, what now?

Accepted Answer

That's very annoying! You can stop your parking session via the app.

Gaiyo will send you a push notification every hour to inform you about your current parking session. To receive these notifications, you must give Gaiyo permission to send push notifications.

Tip: You can specify a generous end time for your parking session via Gaiyo. If you end your parking session earlier than the specified end time, you will of course only pay for the actual parking time. This allows you to avoid receiving a fine.

Question 51

How can I find my parking transactions?

Accepted Answer

1. In the dashboard, click on the menu, the three lines in the top right corner.

2. Then click on “Wallet.”

3. Then click on “Transaction history.”

4. You will now see the receipt for your parking session with all the details.

Question 52

How do I pay for street parking?

Accepted Answer

The parking session is paid for from your wallet, so make sure you always have enough money in your wallet.

Tip: How can I top up my wallet?

Question 53

How do I stop my parking session?

Accepted Answer

A current parking session can always be viewed via the Gaiyo dashboard. You will see a “P” icon at the top of the dashboard, indicating that your car is parked. Click on the notification at the top of the dashboard and then click on the blue button at the bottom of the screen with the message: “Stop parking” to end your parking session.

Question 54

How does Gaiyo parking work?

Accepted Answer

Open the Gaiyo app and go to the parking widget via the dashboard.

2. Here you can see all parking services and locations for parking in your area.

Select a location or parking spot and tap “Park”.1. Set the parking duration;2. Check your parking zone;3. Select the license plate number and click “Start parking”

The parking session will be paid from your Gaiyo wallet, so make sure you have enough balance to pay for the parking session.Don't forget to end the session when you leave, which you can also do in the Gaiyo app.Please note: Parking in parking garages other than those of ParkBee is unfortunately not yet possible.

3. You can always find a current parking session in the Gaiyo dashboard. At the top of the Dashboard, you should see the current session with a “P” next to it, indicating that your car is parked and a parking session is active. Tap here and then tap the blue button at the bottom to end the parking session.

Question 55

I received a fine while I was registered, what should I do now?

Accepted Answer

Did you receive a fine even though you had a valid parking booking in the Gaiyo app? Check whether the booking has been entered correctly in Gaiyo.

Open Gaiyo

Go to “Transactions” via the menu.

Check the license plate number, zone code, and time of the transaction against the fine.

Submit an objection

Were you registered correctly? Then submit an objection to the municipality. A screenshot of your Gaiyo transactions is sufficient proof. The settlement of an additional charge is a matter between the driver and the municipality in question. As Gaiyo, we cannot mediate in this matter.

Question 56

In which municipalities can I park on the street?

Accepted Answer

View here the current overview of all affiliated municipalities where you can park on the street using Gaiyo. The municipalities where street parking via Gaiyo is possible are indicated with a green check mark under Mobile parking.

Question 57

What are the costs for street parking?

Accepted Answer

You can view the current parking costs via the “Parking” widget.

Tip: doordat je een eindtijd opgeeft voor het straat parkeren, geeft Gaiyo vooraf een totaal overzicht van de kosten en zal je nooit meer dan dat betalen.

Question 58

Can I cancel the reservation?

Accepted Answer

You can cancel your reservation up to 24 hours before the time of the reservation.

Question 59

Can I change my reservation?

Accepted Answer

If you want to change the time or location, we recommend canceling your current reservation and making a new one from the app.

Question 60

Can I enter and exit the parking lot at any time?

Accepted Answer

During the duration of your reservation, you can enter and exit the garage on foot via the so-called “pedestrian exits.” If the exits are electronically locked, you can open them by tapping the “Open pedestrian door” button.

Leaving the garage by opening the barrier means that you are ending your reservation (to open the barrier, you must click on “End parking” on the details page of our app).

Question 61

Can I stay longer than I have booked?

Accepted Answer

Yes, you can. If you stay longer, this will affect the final price you pay.

Question 62

How do I book a ParkBee garage or ParkBee parking space?

Accepted Answer

You can reserve a parking space by booking it in advance.

1. Open the Gaiyo app and go to the parking widget via the dashboard.Then go to “Parking service” and click on “Plan your parking space for later”.

2. Enter the city or your location in the area where you would like to park under “Where would you like to park?”.Then, under “parking period,” indicate how long you would like to reserve the parking space.

3. Please indicate whether you wish to make a reservation via your personal account or your business account.

4. Select the parking garage or parking space that suits you best and click on “Book”.

5. You will now see an overview of the details and costs. You can adjust the time if necessary. Please note: enter the correct license plate number if you have entered multiple license plate numbers in Gaiyo.

6. Click on “Confirm” to start the reservation.

7. You can always find a current parking session in the Gaiyo dashboard. At the top of the dashboard, you will see the current session with a “P” next to it, indicating that your car is parked and a parking session is active. Tap here and then tap the blue button at the bottom to end the parking session.

Question 63

How do I open the barrier or garage door?

Accepted Answer

Drive up to the barrier/gate. Then open the barrier/gate from the details page in the Gaiyo app.

Question 64

Can I also use the Gaiyo Card for international travel?

Accepted Answer

1. Can I use my Gaiyo Card to travel on international trains?

No, the Gaiyo Card can only be used for travel within the Netherlands. A separate international ticket is always required for international trains (such as Eurostar, Thalys/Eurostar, or IC Brussels).

2. Are there any exceptions, such as the ICE?

Yes. You can travel on ICE trains within the Netherlands without paying a surcharge (e.g., Amsterdam – Utrecht – Arnhem).

However, as soon as you cross the border into Germany with the ICE, you will need a separate international ticket.

3. What about the Eurostar and other high-speed trains?

Eurostar (Amsterdam – Brussels – London/Paris): only with a separate international ticket; the Gaiyo Card is not valid here.

Thalys/Eurostar and IC Brussels: a separate ticket is also required here.

4. Where can I buy international tickets?

International tickets (ICE to Germany, Eurostar to Brussels, London or Paris, IC Brussels to Belgium, etc.) can be booked via the Gaiyo business support helpdesk:

Email: business-support@gaiyo.com

Call: 0900-6624649

In short: the Gaiyo Card is only valid within the Netherlands. For cross-border travel, you always need a separate international ticket, which you can easily arrange via the Gaiyo business support helpdesk.

Frequently Asked Questions

Company

Support