Can't get money back

I have a NS Business card from work and when, commuting back home, I had a problem with the station ticket gate. On the gate it said I checked in, but the door themselves didn’t open. I used the information button and was helped by a NS employee who told me to wait a moment and try again, which I did, on another set of doors and it worked. Now I have two payment requests on my dashboard, one for the trip I took that day and another one for a “unchecked-out trip” a couple minutes earlier. I’m trying to get the refund through normal means (mijn NS and https://www.uitcheckgemist.nl/) but it doesn’t allow me to ask for the refund. Any ideas on what should I do?