Support

You will find answers to the most frequently asked questions below. Can we help out? Please contact us at servicedesk@radiuz.nl or call us on working days between 08: 30-17: 30 to +31 (0) 30 30 40 641. We are happy to help you.

General usage

No, we have already activated the card for you which means you are able to travel with it, in addition, there is always sufficient balance on the card.
That is not supposed to happen! Please let our Service Desk know as soon as possible via one of the following options: send an e-mail to servicedesk@radiuz.nl, fill in the contact form or call +31 (0) 30 30 406 41. Our Service Desk colleagues are happy to help you.

In consultation with the employer, we have activated one or more services on your mobility card. Do you have questions about the agreements made with your employer? Please contact your employer about this.

If your card is lost or stolen, please let us know as soon as possible so we can send you a new card. Let us know via +31 (0) 30 3040 641 or via the contact form. Talk to your employer on how to travel in the meantime.
Requesting a new password is easy. Go to the login screen of your personal My Environment, enter your email address and click ‘forgot password’. You will then receive an email on how to reset your password. Note: only you can request a new password.
You can change a number of details in your personal My Environment. If this is not possible, please contact our Service Desk on +31 (0) 30 3040 641 or send an e-mail to servicedesk@radiuz.nl. We are happy to change it for you.

We request that you return your mobility card free of charge to:

Radiuz

Reply number 56544

3506 WB Utrecht

 

Note: please do not cut the card.

Public transport

Did you forget to check out with your mobility card in public transport? Then visit www.uitcheckgemist.nl.Enter your details and go through the steps on the website to get your overpaid amount back.
The mobility card works the same as an OV chip card. Check in at the start of your journey by holding your mobility card with the carrier’s card reader. At the end of your trip you check out the exact same way. The card reader beeps to confirm that your card has been read. In addition, you can see on the screen whether you are checked in or out.Note: are you traveling with different carriers?This works as follows: You travel by train from A to B. At point B, you change to bus to point C.
1. You check in at train station A with your mobility card;
2. You check out at train station B; 3. You check in again on the bus;
4. You check out again in the bus at the final destination C.

This also applies to a train transfer to another carrier, such as from NS to, for example, Arriva.
The “automatic reloading” function is activated on your mobility card. This means that if your balance goes below the minimum travel balance, we will automatically load new balance onto your mobility card. So you can check in and out without worrying about your balance. The costs of your trip will then be charged to your employer.
No, this is not allowed. Your mobility card charges automatically. Even if you want to make private trips, it is not allowed to load your own balance on your card. If you do so, a refund is unfortunately not possible.
Chances are you forgot to check out. Go to www.uitcheckgemist.nl.Enter your details and go through the steps on the website to get your overpaid amount back.

Parking

Follow the steps below to use the Yellowbrick app. If you have already used Yellowbrick with the same phone number in the past, you must first unsubscribe by phone. Please contact Yellowbrick customer service: 0900- 2006999. You can then complete your registration again.

Yellowbrick steps

  1. Install the Yellowbrick app and click on the “Login” button
  2. Click on “Forgot password”
  3. Enter your phone number where the customer number is requested (0612345678 or 0031612345678)
  4. Click on the button “Request password”
  5. You will then receive an SMS containing the password
  6. You can now log in to the Yellowbrick app with your customer number (mobile number) and the password sent by text message.

Follow the steps below to use Yellowbrick:

  1. Open the Yellowbrick app
  2. Choose the zone code where you are parked (you will find it on the nearest parking meter)
  3. Check your license plate
  4. Click on “start parking”

Drive away

  1. Open the Yellowbrick app
  2. Click “stop”
  3. You will see an overview of the parking time and the costs

With your mobility card you can only use parking garages and P + R areas of Q-Park.

Entering: Insert your mobility card into the opening for payment cards. Follow the instructions on the screen. The barrier opens which allow you to park. Your mobility card acts as a parking card.
Exit: Insert your mobility card into the opening for the payment card. Q-Park registers your parking time. Take out your card. The barrier opens which allow you to drive out.

An overview of all Q-park garages and P + R areas can be found here.

The mobility card serves all Q-park garages, including the Q-Park P + R locations near NS stations.

Refueling

Yes, with our mobility card you can refuel at all petrol stations in the Netherlands.

You can find your pin code in the My Environment or contact the Service Desk on +31 (0) 30 3040 641.

If you recently received a new mobility card, your PIN has been changed. Look in the My Environment to find your new pin code.

Sometimes a payment terminal recognizes the chip of the mobility card as a contactless debit card and therefore gives an error message. This can be prevented by pressing the yellow correction key before using the card and then paying with the magnetic strip.

Electric charging

Go to an electric charging point and hold your mobility card in front of the reader. You can then connect the charging cable to your car. More information about electric charging can be found under mobility offer – EV charging

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

Car rental

We use Greenwheels to rent a car. To reserve a car you must first create an account. This is how:

  • Once your mobility card has been requested, you will receive an email with an activation link for Greenwheels. This link is valid for 24 hours. Activate the link according to the instructions. Once you have followed all the steps, your account is linked so you can reserve a car with the Greenwheels app.
  • If your activation link has expired, please contact the Service Desk. We will then ensure that you receive a new link.
  1. Open the Greenwheels car by holding your card against the card reader behind the windscreen, or use the app.
  2. Then take the board computer from the glove compartment and enter your pin code. Remove the key from the on-board computer and start the car. Before starting, always check whether your car is clean and damage free.
  3. Close the car (if you make a stopover). Never leave valuables behind. After your ride, return the car to the original parking space.

Afterwards you do not have to pay parking fees, because every car has its own parking space. This is necessary for a stopover. Lock the car by inserting the ignition key into the on-board computer and by holding your Greenwheels against the card reader behind the windscreen or using the app.

You should have chosen your own PIN when activating your Greenwheels account.

Have you forgotten your PIN? Please contact Greenwheels customer service on 088-2100100.

Taxi

You will receive an activation email for UBER from us.

Existing user

  1. Click on the link and choose the option “existing traveler”.
  2. If you’re an existing traveler, sign in with your existing UBER credentials.
  3. You will receive a verification code by text message or e-mail (when logging in with email address)
  4. Download the app on your phone and log in.
  5. To pay for your taxi rides with the Radiuz Pass you still need to link the card to your Uber account. To do this, go to “profile and payment” in the menu in the Uber app and choose Radiuz.
  6. Your card is now linked and you can book taxi rides with Uber.

New user

  1. Click on the link and choose the option “new traveler”.
  2. If you are a new traveler, fill in your details to create a new account.
  3. You will receive a verification code by text message or e-mail (when logging in with email address)
  4. Download the app on your phone and log in.
  5. Your card is now linked and you can book taxi rides with Uber.
  1. In cities where Uber operates, you can request a ride using the app.

    1. Open the UBER app on your phone
    2. Enter the location you wish to go
    3. Choose the UBER you want to use
    4. Your request will be sent to a driver nearby. When a driver accepts your ride request, the app will indicate the approximate time it will take for the driver partner to arrive at your pick-up location. The app also notifies when the driver is near the pick-up location.
    5. After you request a ride, the app shows you the name of the driver, the vehicle type and the license plate number, so you can be sure that you are getting into the correct vehicle. After getting into the vehicle, check that you have entered the desired destination in the app. Drivers use their Uber app to check your ride details. If you prefer a specific route, you can let the driver know.
    6. When you arrive at your destination, your ride ends. Your fare is automatically calculated and paid using the payment method associated with your Uber account.

OV Fiets

Once you have received your mobility card, you can use an OV-fiets.

On the NS website you can see all locations where and how you can rent an OV-fiets.

Ask us

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