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Hi everyone. I purchased an NS Flex Altijd Vrij last Saturday (16/11/2024), I’ve received an email to pick up my order, but on the machine there is nothing to pick up. 
 

I talked to CS in sloterdijk yesterday and got 2 answers from 2 agents;

  1. it’s all set up you don’t need to worry (incorrect)
  2. You need to wait 24 hours (also incorrect)

Given my luck, today I opened the chat on the Ns site, and I was told to try again tomorrow (go figure). I got some coupons, but those are for off peak hours so they are useless. 

 

Well, my daily commute is Eindhoven Central - Sloterdijk - Eindhoven central, needless to Say I’m spending 46euros per day to get to work, even after having bought the monthly subscription. 
 

Can someone help me? 
 


 

 

 

Welcome to the NS Community!

This looks fine, NS Flex (Reizen op Rekening) is loaded on your card but hasn’t been used yet. The underlying subscription (Altijd Vrij) is also active, so you’re good to go.

When tapping in and out with NS Flex, you will always see Reizen op Rekening but there will be no costs for train because you have Altijd Vrij (from November 18). If yo were billed for Monday, contact NS Customer Service (phone,chat) again.

Bus, tram and metro will be billed monthly.

Robert, thank you very much for your explanation!

 

I really didn’t want to risk making the trip without knowing for sure that I wasn’t doing anything wrong, so to speak, but your input gave me the confidence to go ahead. Looks like I won’t go bankrupt thanks to you! Have a great day!

 

For future reference, the email I received stating my order was ready for pickup was late/wrong. I received the email shortly after talking to the first agent, so I assumed it was related to that encounter. However, in reality, I had no need to pick up the order—it was indeed in my card already. 

For future reference, the email I received stating my order was ready for pickup was late/wrong. I received the email shortly after talking to the first agent, so I assumed it was related to that encounter. However, in reality, I had no need to pick up the order—it was indeed in my card already. 

If you already had NS Flex (Basic or another subscription), changing subscriptions doesn’t require any action at a machine. Your photo of the ticket machine’s screen (sort of) confirms that, because without NS Flex there would be many more buttons besides ‘Pick up order’.

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