In the event of a delay of the transporter, the conditions of the relevant transporter apply, and you can contact the transporter.

In the event of a delay of the transporter, the conditions of the relevant transporter apply, and you can contact the transporter.

In the event of an order error, if you want to change or cancel afterwards, the costs will not be reimbursed by 9292 or 9292 moves. Then the costs incurred are for your own account. Tickets are created immediately after purchase and put in the 9292 app. We can then no longer change or check this ticket for use.

In the event of a technical error in the 9292 app or 9292 moves app, you can submit a request for refund of the ticket amount to 9292 via ticketing@9292.nl. In order to determine whether you are entitled to a refund, we need the following information from you:

1. Name of transporter
2. Photo of the ticket you had to buy in place of the 9292 or 9292 moves e-ticket
3. Departure time, location and line number of the bus/tram in which this happened!
4. The email address at which you received the confirmation from us
5. User ID; this can be found in the menu at the bottom of settings

We would love to hear your feedback! Share your opinion with us via ticketing@9292.nl 

Despite our good care, have you had a problem with the app? You can ask a question via Twitter, FB Messenger or let us know via ticketing@9292.nl.

We will help you as quickly as possible.

We are sorry to hear there was a problem checking in with the 9292 or 9292 moves e-ticket.

In some cases, you will not be able to scan the e-ticket, which you will then show to the driver. The 9292 e-ticket cannot be scanned on EBS, U-OV and Waterbus buses or trams. The 9292 e-ticket is a digital ticket, and the scanners in these buses and trams do not yet recognize digital tickets. With the 9292 e-ticket, it is not necessary to check in and out with these transporters. You will show the e-ticket to the driver when boarding, and he will then be able to see on the ticket whether it is valid.

Unfortunately, not all drivers or ticket checkers are yet familiar with the e-tickets from 9292 or 9292 moves. We are working hard to make this right, at least for now we apologize for the inconvenience!

You use the barcode to open the gates on the station. The barcode only works for gates with a barcode reader. This is a gate with a glass barcode reader on your right.

Please be aware that E-tickets are only valid for the day and time you purchased them on. Hourly and trip tickets are only valid starting a few minutes before your planned trip. Once your ticket is valid for travelling, it will change in appearance and will have a barcode or a visual element.

Are you having trouble getting a gate open? Then ask an employee for help. You can also go to the alarm and information column. These columns can be found at all stations with gates. If you press the 'i-button', you will immediately be connected to a member of the staff who will be able to provide you with further assistance.

Have you checked the above, do you have a valid ticket and are you unable to pass through a gate? Then unfortunately there is no other option than to buy a ticket at the point where you are now.

Gate won't scan the ticket?

This can happen for various reasons. For example, it is possible that the glass of these scanners is sometimes damaged to such an extent that it can no longer read the barcode. If that is the case or there is another malfunction of the gate, please report this to the relevant Public Transport company.

No gate?

Are there no gates with scanners, but only check-in and check-out poles? Then it is not necessary to check in and out. The barcode does not work on these poles, and you have already purchased your ticket. So you can get on the train on the train and show your ticket during a check.

Sorry to hear that! Could you please indicate which transporter and line this concerns? Then we can pass this on to the transporter.

The responsibility for communicating with the driving personnel lies with the transporters themselves. Work is currently ongoing to ensure that everyone is well informed. So if anything goes wrong, let us know right away, so we can pass this on to the right transporter.

The fares for travelling on our e-ticket are the fares we get from the transporters, and the fares for e-tickets are sometimes different from when travelling with an OV chip card. We also charge our standard service fee.

We charge the service fee to make the service available.

The service fee contain a fixed part and a variable part so that we can keep the costs for short trips as well as for trips with several people as low as possible.