Support

FREQUENTLY ASKED QUESTIONS
  • General use
    • Do I need to activate my mobility card?

      No, we have activated your mobility card for you. The card is ready to use, unless your employer has decided differently.

    • My mobility card doesn’t work. What should I do?

      That’s no good! Let our service desk know by sending an email to servicedesk@radiuz.nl, fill out the contact form or call +31 (0)30 30 406 41. Our colleagues at the service desk are happy to help!

    • Can I use all of the mobility options Radiuz has to offer?

      We have activated one or more mobility services on your mobility card, as discussed with your employer. If you have any questions about the agreements your employer has made, please contact your employer.

    • My mobility card is stolen/lost. What should I do?

      No worries, these things happen! Let us know as soon as possible so we can send you a new mobility card. Contact us by calling +31 (0)30 30 406 41 or fill in the contact form.

    • When is a journey classified as private, commute or business?

      Simple! A private journey is not related to work, a commute is a journey from home to work and a business journey is a journey that is work related but not a commute (e.g. visiting a client or business relation). You can classify your journeys in the MyCardz portal. For exceptions and other questions we advise you to contact your employer.

    • I forgot my password. What now?

      Resetting your password is easy. Go to the log in page of MyCardz portal, fill in your email address and click on forgot password. You will receive an email with further instructions to reset your password. Note: only you can reset your password.

    • How do I change my personal information?

      Contact the service desk by calling +31 (0)30 30 406 41 or send an email to servicedesk@radiuz.nl. We are happy to change it for you.

  • Public transport
    • I forgot to check out with my mobility card.

      You might have paid too much. To get your money back follow these steps: 1. Go to uitcheckgemist.nl 2. Fill in your 16 numbers and expiry date 3. Check the box that you are the rightful owner of the mobility card and give consent for showing your incomplete journeys 4. An overview of your incomplete journeys will appear on your screen 5. Follow the steps on screen to complete your request 6. You can collect your refund at a NS machine or other public transport service point.
      Collecting your refund – Follow these steps: 1. Go to a NS machine at a NS train station or another public transport service point. Click here to find a public transport service point near you. 2. Hold your mobility card in front of the card reader. 3. Click on “Bestelling ophalen” 4. Click on “Akkoord” 5. Hold your mobility card in front of the card reader to collect your refund. 6. The refund has been put on your card.

    • How do I check in and out?

      The Cardz mobility card works like an OV-chipcard. Hold your mobility card in front of the card reader at the beginning of your journey to check in. At the end of your journey, check out the same way. The card reader will make a beeping noise when your card has been scanned. Additionally, you will see your check in and out status on the screen of the machine. Note: are you travelling with different mobility providers? Then you need to check in and out when you change providers. Follow these steps: For example when you travel by train from A to B and then change to bus C. 1. Check in to train station A with your Cardz mobility card. 2. Check out at train station B. 3. Check in in the bus. 4. Check out at your destination. These instructions also apply when changing mobility provider, like from NS to for example Arriva. For more information watch our animated video’s.

    • How do I get a refund when my train is delayed?

      Has your NS train been delayed? Then you can easily request a refund by filling in this form. The NS will contact you. The amount you receive is a compensation for the inconvenience and depends on the duration of your delay. There are different regulations for national journeys and journeys with Intercity Direct. For more information about the terms of conditions, payment and amount of your refund click here. Note: only you can request your refund.

    • Why does my balance decrease when I check in and out?

      Your mobility card charges automatically. When your balance is under the minimum, we automatically top up your balance. So you can check in and out without worry about your balance. Subsequently your employer will be charged the travel costs.

    • Am I allowed to top up or put products on my mobility card?

      No, this is not allowed. Your mobility card tops up automatically. Even for private journeys it is not permitted to put money on your mobility card. If you do top up your balance, we are not able to give you your money back.

    • I see an incomplete public transport transaction in the MyCardz portal. What is this?

      It is possible you see an incomplete public transport transaction in the MyCardz portal. In some cases the transport company needs to update your travel information. This happens automatically. In other cases it could be possible that your check out was not registered. You might have paid too much. To get your money back follow these steps: 1. Go to uitcheckgemist.nl; 2. Fill in your 16 numbers and expiry date 3. Check the box that you are the rightful owner of the mobility card and give consent for showing your incomplete journeys 4. An overview of your incomplete journeys appears on your screen 5. Follow the steps on screen to complete your request 6. You can collect your refund at a NS machine or other public transport service point.
      Collecting your refund – Follow these steps: 1. Go to a NS machine at a NS train station or another public transport service point. Click here to find a public transport service point near you. 2. Hold your mobility card in front of the card reader. 3. Click on “Bestelling ophalen” 4. Click on “Akkoord” 5. Hold your mobility card in front of the card reader to collect your refund. 6. The refund has been put on your card.

  • Parking
    • How can I use the option street parking with Cardz?

      To use this option you need to download the Yellowbrick app. Download this app and activate your account. For more information about street parking look on the parking page of this website.

    • How does P+R parking work?

      You can park at P+R parking locations by using the magnetic strip on the back of your mobility card. Insert your mobility card in the card slot with the magnetic strip facing downwards. Do this when driving in and out of the car park. Your parking time is registered automatically when you drive in and out of the car park. The parking costs are then charged to your employer. For more information about P+R parking check our parking information page.

    • How much does P+R parking cost?

      When you park on a P+R car park there are two rates: 1. The standard day rate 2. The NS day rate. The NS day rate is a special rate and only possible when you check in and out at a NS station the day you park at a P+R location. The NS day rate gives you a discount on the standard day rate. Follow these steps to assure your discount: Before leaving the P+R car park, hold your card up against the contactless card reader at the exit terminal. The system checks if your card has been used for any NS train travelling. Then put your mobility card in the card slot. The exit terminal opens and you can drive away. Note: this should be the same mobility card as you entered the P+R car park with.

  • Fuel
  • Elektric car charging
    • How do I charge my electric car?

      Go to an electric car charging station and put your mobility card in front of the contactless card reader. Then connect your car to the charger cable. More information on electric charging can be found in our mobility options menu under EV-charging.

    • Where can I electrically charge my car?

      With the Cardz mobility card you can charge your car at all public charging stations and Fastned points. An overview of all charging points can be found on oplaadpunten.nl.

how does it work?

PUBLIC TRANSPORT

OV BIKE

SHARED CARS

CAR FUEL

PARKING

EV CHARGING

Taxi

Contactformulier