Question 1

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 2

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 3

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 4

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 5

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 6

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 7

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 8

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 9

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 10

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 11

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 12

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 13

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 14

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 15

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 16

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 17

Can I travel with the Gaiyo App on public transportation?

Accepted Answer

1. Can I use the Gaiyo App to travel on public transportation??

Yes. With the Gaiyo App, you can travel on all Dutch public transport (train, bus, tram, and metro). You can easily purchase tickets directly in the app.

2. How do I plan a trip in the App?

Open the Gaiyo App and click on “Plan a trip.”

Enter your departure location and destination.

You will see an overview of travel options.

Select your desired date and time of departure or arrival.

Select the trip that best suits your needs.

3. How do I purchase tickets in the App?

After selecting a trip, you can view and purchase the corresponding tickets.

After purchase, the tickets will appear immediately in the app under “Tickets & Reservations”.

4. How does business travel work in the app?

When confirming your trip, select “Business account.”

Select the appropriate trip purpose (e.g., Business or Commute).

The costs will be automatically processed through your Gaiyo business account and (if applicable) your employer's budget.

5. Where can I find my tickets?

All purchased tickets are listed in the Gaiyo App under the “Tickets & Reservations” menu. You can open them there and use them immediately at gates or checkpoints.

6. Contact and support

Do you have questions about using tickets or claims in the App?Call: 0900-6624649Email: business-support@gaiyo.com

7. Privacy and terms and conditions

All journeys and transactions in the Gaiyo App are processed in accordance with the GDPR guidelines. For more information, see the Privacy Policy and Terms and Conditions.In short: with the Gaiyo App, you can plan your public transport journey, purchase tickets (business or private) and use them directly from your phone, without any extra steps.

Question 18

Can the Gaiyo Card be used on all public transportation?

Accepted Answer

1. Where is the Gaiyo Card valid?

Yes, the Gaiyo Card can be used throughout the Netherlands with all transport operators that accept the OV-chipkaart. This applies to:

Trains (NS and regional transport operators such as Arriva, Keolis, Qbuzz, Connexxion).

Buses, trams, and metros in all cities and regions.

2. How does it work in practice?

You check in and out with the Gaiyo Card at the gates or card readers with the pink OV-chipkaart logo.

When transferring to another transport company, you must check out with the first transport company and check in again with the next.

3. Are there any exceptions?

Yes, a few:

A surcharge is mandatory for travel on the Intercity Direct (Schiphol – Rotterdam). You can purchase this at the surcharge kiosk or as an e-ticket via the Gaiyo App.

The Gaiyo Card is not valid for international trains (such as Eurostar, Thalys/Eurostar, IC Brussels, and ICE to Germany). You will always need a separate international ticket for these.

Domestic travel on the ICE is surcharge-free and therefore permitted.

4. What else should I pay attention to?

Always check in and out, even when transferring between different carriers.

Check whether your employer has imposed certain restrictions or agreements on the use of the Gaiyo Card (e.g., business use only or commuting).

In short: the Gaiyo Card can be used anywhere in the Netherlands where the OV-chipkaart is valid. Exceptions only apply to international trains and specific surcharge routes.

Question 19

How does traveling on public transport with the Gaiyo Card work?

Accepted Answer

1. Does the Gaiyo Card work the same as a public transport chip card?

Yes. The Gaiyo Card functions exactly like a regular public transport chip card. You use the card to check in and out at gates and card readers on public transport.

2. How do I check in?

Hold your Gaiyo Card against the pink OV-chipkaart logo on the gate or card reader.

You will hear a confirmation sound or see a green light.

The gate will open or the reader will give a positive signal: you are now checked in.

3. How do I check out?

At the end of your journey, hold your Gaiyo Card against the pink OV-chipkaart logo again.

You will hear a confirmation sound or see a green light.

The gate will open or the reader will give a positive signal: you are now checked out.

4. Where can I travel with the Gaiyo Card?

The Gaiyo Card is valid on all Dutch public transport:

Trains (NS and regional rail operators such as Arriva, Keolis, Connexxion, Qbuzz).

Buses, trams, and metros operated by all transport companies.

5. What else do I need to bear in mind?

Always check in and out: even when transferring between transport companies (e.g., NS → Arriva).

Forgot to check out? You can correct this via uitcheckgemist.nl.

A surcharge may be required for specific trains such as Intercity Direct.

In short: you use the Gaiyo Card just like a regular OV-chipkaart. Hold the card against the logo when you depart to check in, and again when you arrive to check out.

Question 20

What should I do if I forgot to check out with my Gaiyo Card?

Accepted Answer

1. Can I check out later with NS?

Yes. When traveling with NS, you can check out later in the day:

This is possible up to 6 hours after your check-in time, but no later than 4:00 a.m.

Please note: this is only possible if you have not made any other public transport transactions with your Gaiyo Card in the meantime.

Checking out at the same station where you checked in is not permitted.

2. What if I only discover this later (or receive a notification)?

In that case, you can use the refund service via . There, you can do the following in a few steps:

Fill in your travel details (including departure and arrival stations)

Submit a request for a refund of the overpaid amount

3. What if the missed check-out is not visible on uitcheckgemist.nl?

If the missed check-out is not yet visible, you can set a reminder so that you can correct it as soon as it becomes known.

Some transport companies apply limits, such as a maximum of 3 claims per transport company per six months.

If you are unable to correct a missed check-out, please refer to the additional information on OV-chipkaart.nl or contact the transport company.

In short: If you forget to check out at NS, you can still check out within 6 hours (until 4:00 a.m. at the latest). Otherwise, you can request a refund via uitcheckgemist.nl. This may sometimes be limited per period per transport company.

Question 21

How can I permanently change the travel class on my Gaiyo Card?

Accepted Answer

1. Can I permanently change my travel class?

Yes, but this must always be done through your employer or manager. The standard travel class linked to your Gaiyo Account is part of the agreements your employer has made with Gaiyo.

2. How does a permanent class change work?

Submit a request to your employer or manager.

Your employer/manager can change your travel class directly in the management section of the Gaiyo Portal.

After this change, you will need to go to an NS ticket machine with your Gaiyo Card to load the new travel entitlement onto the card.

Hold your card in front of the card reader.

The new travel entitlement will be automatically retrieved and activated.

3. What is the difference with a temporary class change?

Temporary class change (“Today 1st class”): can be arranged yourself at an NS ticket machine, valid until 4:00 a.m.

Permanent class change: set up by your employer/manager in the Gaiyo Portal, after which you retrieve the new travel entitlement from an NS ticket machine.

4. Where can I go with questions?

Employees: contact your employer or manager to request a change.

Employers/managers: log in to the Gaiyo Portal (management section) to manage employee travel classes.

Problems retrieving travel entitlement? Contact NS Customer Service on 0800-0540.

In short: a permanent class change is set up by your employer or manager in the Gaiyo Portal. You then activate the new travel entitlement yourself by going to an NS ticket machine with your Gaiyo Card.

Question 22

How can I temporarily change the travel class on my Gaiyo Card?

Accepted Answer

1. Can I change my travel class with the Gaiyo Card?

Yes. You can load a temporary class change to NS 1st class onto your Gaiyo Card via the “Today 1st class” product.

2. How does a temporary class change work?

Go to an NS ticket machine.

Hold your Gaiyo Card in front of the card reader.

Select the option “Change class.”

Select the product “Today 1st class.”

Hold your Gaiyo Card in front of the card reader again to load the product.

The class upgrade is valid until 4:00 a.m. or until you cancel the temporary class upgrade yourself.

3. Which journeys does the class upgrade apply to?

The change is valid for all your NS journeys on that day. Your standard travel class remains applicable for other carriers (e.g., Arriva or Keolis).

4. Can I cancel the temporary class change?

Yes. You can cancel the class change yourself at an NS ticket machine. After cancellation, you will travel in your standard travel class (usually 2nd class) again.

5. Who offers this product?

The product “Today 1st class” is a service provided by NS. Gaiyo only facilitates the use of the Gaiyo Card as a payment and travel card.

6. What if the class upgrade cannot be loaded?

Please contact NS Customer Service immediately via the toll-free number 0800-0540.

NS can remotely view your account and determine the cause.

Any problems will be resolved directly by NS.

In short: with the “Today 1st class” product, you can easily activate a temporary class upgrade at an NS ticket machine with your Gaiyo Card, valid until 4:00 a.m. or until you cancel.

Question 23

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.

Question 24

Can I travel on Eurostar trains?

Accepted Answer

1. Can I travel on the Eurostar with my Gaiyo Card or e-ticket?

No. It is not possible to travel on the Eurostar with your Gaiyo Card or a standard Gaiyo e-ticket.

2. How can I travel on the Eurostar?

To travel with Eurostar (e.g., Amsterdam – Brussels – London or Paris), you must purchase a separate international ticket.

This cannot be done with the Gaiyo Card or regular e-tickets.

Please contact the Gaiyo business support helpdesk to book such an international ticket.

3. Does this only apply to Eurostar?

No. This rule applies to all international trains (such as Eurostar, Thalys/Eurostar, and IC Brussels):

Domestic travel on Dutch trains is possible with the Gaiyo Card or App.

International travel requires a separate international ticket.

4. Where can I go for support?

To book a Eurostar ticket or other international train ticket:

Email: business-support@gaiyo.com

Call: 0900-6624649

In short: you always need a separate international ticket to travel with Eurostar. You can easily arrange this through the Gaiyo business support helpdesk.

Question 25

Can I travel on ICE trains?

Accepted Answer

1. Can I travel on ICE trains with my Gaiyo card or e-ticket?

Yes, you can. You can use ICE trains within the Netherlands without paying a surcharge.

2. On which routes can I travel without paying a surcharge?

Amsterdam – Utrecht – Arnhem (ICE towards Germany).

Utrecht – Arnhem – Oberhausen (only the Dutch section is surcharge-free).

Domestic travelers can therefore board and alight at Dutch ICE stations at no extra cost.

3. Is a surcharge or reservation required for international travel?

Yes. If you are traveling with the ICE across the border to Germany, the following applies:

An international ticket (available from NS International or the Gaiyo App, among others).

Possibly a surcharge or reservation, depending on the type of ticket and destination.

4. Is there anything else I need to be aware of?

Make sure you always check in and out correctly with your Gaiyo card when traveling within the Netherlands.

For international travel: purchase a valid ticket before departure; reservations are recommended because ICE trains are often busy.

In short: you can travel on the ICE without a surcharge within the Netherlands. For international travel, you will need a separate ticket (and sometimes a reservation).

Question 26

Can I still cancel an Intercity Direct surcharge?

Accepted Answer

1. Can I cancel a surcharge that I purchased at the Surcharge Terminal?

Yes. A surcharge that you activated with your Gaiyo card at the Surcharge Terminal can be canceled at the same terminal within 30 minutes. The amount will then be automatically refunded.

2. Can I cancel a surcharge that I purchased as an e-ticket via the Gaiyo App?

No. An e-ticket with a surcharge purchased via the Gaiyo App cannot be canceled or refunded once the purchase has been completed.

3. What if I decide not to make my trip after all?

For a surcharge via the Surcharge Terminal: cancel within 30 minutes to get your money back.

For an e-ticket with a surcharge: the ticket remains valid but cannot be canceled or changed.

In short: only surcharges loaded onto your card at the Surcharge Kiosk can be canceled within 30 minutes. E-tickets with surcharges via the Gaiyo App are final and cannot be canceled.

Question 27

May I travel on the Intercity Direct?

Accepted Answer

1. Can I use the Intercity Direct with Gaiyo?

Yes, you can. However, surcharge rules apply to certain routes.

2. When is a surcharge mandatory?

For the route Schiphol – Rotterdam (and vice versa), you need an Intercity Direct surcharge.

Surcharge-free travel

Amsterdam – Schiphol

Rotterdam – Breda

You can travel on these routes without paying a surcharge.

3. How do I purchase the surcharge?

Option 1 – Surcharge kiosk on the platform

There is a surcharge kiosk on the Intercity Direct departure platform.

Hold your Gaiyo card in front of the card reader to activate the supplement for a single journey.

The supplement will be linked directly to your journey.

Option 2 – Via the Gaiyo App (e-ticket)

Open the Gaiyo App.

Purchase a train ticket for the route you wish to travel.

If this journey is with the Intercity Direct, the Intercity Direct surcharge will be added.

You will then be traveling with a valid ticket and surcharge, directly from your phone.

4. Do I need to do anything at the surcharge machine after my journey?

No, you don't need to do anything at the surcharge machine after arrival.

However, as always, you must check out at the NS gates or posts.

5. How does it work for a return trip?

For a return trip with the Intercity Direct, you must purchase another supplement (via the supplement kiosk or as an e-ticket in the app).

Each trip between Schiphol and Rotterdam (outbound or return) requires a separate supplement.

In short: you can use the Intercity Direct with your Gaiyo card or an e-ticket. A supplement is always required for the Schiphol – Rotterdam route, which you can either activate at the supplement kiosk or purchase as an e-ticket in the Gaiyo App.

Question 28

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 29

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 30

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 31

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 32

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 33

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 34

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 35

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 36

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 37

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 38

What is the Gaiyo wallet?

Accepted Answer

The Gaiyo wallet is a virtual wallet where you can deposit money to rent shared cars, shared scooters, and shared bicycles; you can also use parking services or buy e-tickets for public transportation such as buses, trains, and subways.

Advantages of the Gaiyo Wallet.

Faster and easier. You don't need to download an extra app or go through any complicated steps.

We don't charge any transaction fees per trip you make and pay via the Wallet.

Question 39

How can I find my 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. Here you will find all receipts for your transactions.

5. You can click on the receipt to view all details.

Question 40

Why do I have to pay a deposit to rent a shared car?

Accepted Answer

We ask for a deposit when renting a car for unforeseen circumstances. The deposit can be used to rent all shared cars that can be booked through Gaiyo. It is therefore not necessary to submit a new deposit each time.

Once the rental has ended, you can submit a request to have the deposit refunded to your wallet.

How do I request a refund of my deposit?

Question 41

How do I request a refund of my deposit?

Accepted Answer

Go to your Wallet in Gaiyo > then click on Deposit & Reservations > Click on the amount of your deposit and you will see “Release deposit” at the bottom of the screen. Click on this to request a release of your deposit.

If there are no outstanding payments, we will refund your deposit to your account within 5 to 10 business days.

Question 42

Insufficient wallet balance

Accepted Answer

It may happen that you have a balance in your wallet, but it is insufficient to book a service or purchase an e-ticket. You can then immediately top up your wallet to the required balance. Instead of “Confirm selected,” the app will display “Top up.”Because the current balance is insufficient, you can top up the remaining amount for the service or e-ticket. Please note! This does not purchase the ticket; after topping up, you will need to rebook the ticket.

Question 43

How can I top up my Wallet?

Accepted Answer

You can easily deposit money into your Wallet via iDEAL:

1. Click on the three lines in the top right corner and go to “Wallet.”

2. Here you can see your current balance and view your transactions and payments. Tap “Top up” to continue.

3. Select your preferred payment method by tapping on the dropdown menu. Then select an amount. By tapping on an amount, you will be redirected to Mollie.com, where you can complete the payment.

Question 44

Paying from the Gaiyo wallet

Accepted Answer

You can always view your balance by going to the wallet. In the transaction overview, you can see your top-ups. You will also find all transactions that have been made when using a shared bike or purchasing a ticket.

If you do not have enough balance in your wallet and your balance becomes negative due to the use of a service, a direct debit will be made to bring the balance to €0.00. You can prevent this by always ensuring you have sufficient balance or by topping up your wallet to at least €0.00.

Question 45

What costs can my booking include?

Accepted Answer

If you want to use a service, we will put an amount aside as a reservation. If the final costs are less than the reservation, the amount will automatically be refunded to your Wallet.

Your reservation can consist of the following components:

Basic costs: this includes the hourly rate for renting a car or the cost of a train ticket

Service costs: these are costs that we charge for providing the service

Reserved amount: this is an amount that is reserved in advance when you use a service

A deposit: An amount that is set in advance as collateral to cover any damage and/or outstanding bills.

When using a business account, there are no reservation costs. You will receive an invoice at the end of the month.

Question 46

How can I request a refund of the balance in my wallet?

Accepted Answer

The balance in your Wallet is yours. You can request a refund of the remaining amount at any time, free of charge, by sending an email to .

Travel credit you have received as part of a promotion cannot be exchanged for cash and will therefore not be refunded.

Question 47

I have received free travel credit. Can I have this paid out?

Accepted Answer

No, travel credit that you have received from us free of charge cannot be exchanged for cash and will not be refunded.

Question 48

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 49

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 50

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 51

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 52

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 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

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 55

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 56

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 57

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 58

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 59

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 60

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 61

What is an e-ticket for public transport?

Accepted Answer

An e-ticket for public transport is a digital train ticket that you purchase in advance and use on a specific date, route, and in a selected travel class. This ticket is only valid for the carrier(s) listed on the ticket.

A single e-ticket can be used once for a single journey, while a day return e-ticket is valid for both a return journey on the same day. You must show the e-ticket on your phone or tablet when asked. You must also check in at a gate or pole with a barcode reader.

Your last name and initials are printed on the e-ticket. Make sure you have valid photo ID with you during your journey; the name on your ID must match the details on the ticket.

Please note: a surcharge applies for travel with ICE International or with the Intercity direct between Rotterdam Centraal and Schiphol. You can purchase this at an NS ticket machine.

Question 62

What is considered valid identification when traveling with an e-ticket?

Accepted Answer

When traveling with an e-ticket for the train, you are required to show valid identification. This is necessary to verify that your name matches the information on the ticket. The identification requirement applies to everyone aged 14 and older.

The following documents are accepted as valid ID:

Passport

Driver's license

Municipal ID card

European ID card

Marriage certificate

Senior citizen's pass

Birth certificate

Make sure you always have one of these documents with you during your trip.

Question 63

My train is not moving – what should I do?

Accepted Answer

That's annoying! Sometimes trains are delayed or canceled due to malfunctions, delays, or incidents. The best course of action in such situations depends on the cause and your travel plans.

For answers to frequently asked questions about train stoppages, delays, or other unpleasant situations during your journey, click here.

Are you experiencing serious inconvenience or have you incurred costs due to a delay? In many cases, you can request compensation from the transport company. When traveling via Gaiyo, we are happy to help you with information about your rights and next steps.

Question 64

When is an e-ticket for the train valid?

Accepted Answer

An e-ticket for the train is only valid under the following conditions:

The ticket is personal and must be used in combination with a valid ID (such as a passport, driver's license, or ID card).

You may only travel on the date, route, and in the class specified on the ticket.

The ticket is only valid with the carrier(s) specified on the e-ticket.

So make sure you have your e-ticket and ID with you during your journey. Without valid ID, the ticket may be considered invalid.

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