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Frequently Asked Questions

Here you find information about Shuttel. Can't you find the answer to your question or do you have an other question? Please fill in the contact form on the bottom of this page, or contact us. We are happy to help!

General

Shuttel is a mobility services solution that gives employees access to virtually every form of mobility and , if applicable, working from home registration, with a single card/app and without the administrative hassle.

Shuttel makes travel easier, more sustainable, and easier to manage. Every day, more than 145,000 users from a range of Dutch companies travel by using Shuttel, jointly representing over 300,000 travel movements.

We can be reached via advies@shuttel.nl or via phone at 033-303 4600 (on workin days from 8am to 6pm)

Are you a governmental employee? Then you can contact us via rijksoverheid@shuttel.nl or via 088 - 934 3460 (on working day from 8am to 8pm)

The 'My Shuttel' environment (mijn.shuttel.nl) is the portal in which you manage all card-related matters: from activating your card to classifying your trips or transactions. The Shuttel environment also provides insight into all your transactions and your travel behavior by displaying tables and graphs of your transport use.

Sign-in details for the Shuttel environment will be provided via an invitation email sent during the registration.

Each Shuttel user has a personal environment at mijn.shuttel.nl or through our Shuttel App. Here you can manage practical regarding your trips and administration. You will also find practical information about your transportation use and mobility options.

You log in with the email address known by Shuttel and your chosen password.

Did you forget your password? No problem!

  • Go to mijn.shuttel.nl
  • Click on ‘Click here’ in the blue text box.
  • Enter the email address which you used during registration for your Shuttel card and click ‘confirm’. We will send you an email with a password reset link.
  • Click on the link in the email.
  • Enter the password you want to set twice. In line with GDPR guidelines, your password must meet a number of requirements. For example, it must contain a punctuation mark and contain at least six characters.

    If you have not received an email after some time, try the above actions again in another web browser such as Internet Explorer or Firefox. If you still do not receive an email, please contact our customer service. We can be reached by phone number 033 - 303 4600 (working days from 8am to 6pm)

You can pass on these changes by phone at 033 - 303 4600 (working days from 8am to 6pm).

Shuttel takes the protection of your personal data very seriously. Therefore, we only use data that is necessary for our services. The guidelines of the General Data Protection Regulation (GDPR) [Uitvoeringswet Algemene verordening Gegevensbescherming (UAVG)] are used. A more detailed privacy statement can be found here.

Shuttel card

With Shuttel, you can travel from door to door with the transportation mode of your choice. Shuttel has the largest offer of services in the Netherlands. And we are constantly expanding the traveling options of the Shuttel card.

Please note: Mobility services are available depending on your employer's arrangements. The additional services available to you are listed in ‘My Info’ in your My Shuttel-environment or your Shuttel App

Before being able to use your Shuttel card, you have to create an account, activate the available travel products and pick up the travels products at a public transport service point (OV-servicepunt). You can do this by following the next steps:

  1. Log in to mijn.shuttel.nl. Don't have an account yet? Start by creating a password by clicking “click here” in the blue text box. You will receive an email with a link that will help you to get your user information.
  2. Go to the ‘’My Info” tab. In the “Products” section, you will see an activation button behind “Shuttel card”.
  3. Click on the activation button and fill in the last four digits of your Shuttel card (don't forget to remove the sticker first).
  4. After activating your account and travel products, you can pick-up your travel products at a public transport service point (OV-servicepunt) within two hours. We will send you an e-mail when the travel products are ready for you and inform you of the nearest service points. Here you can load the travel products onto the card and the card is ready for use.

Please note: Collect the travel products for the card within four months after the activation through mijn.shuttel.nl

No, you do not have to. In fact, we strongly advise you to not do so. With your Shuttel card you travel on credit. We will ensure that there is always balance on your card.

Did you forget to check in/out? You will have 6 hours after check-in to check-out at the pole or gate of NS. Do this on the check-out side of the gate. Unable to check out on time? Via the website www.uitcheckgemist.nl you can get your money back in 3 simple steps, when you didn't check out on bus, train, tram or metro. Once you have filled in your card details, you can correct your trip and it makes a correction from the transporter. Then, it will be visible in your Shuttel portal and Shuttel app.

Please note: It may take some time for a trip to be visible in your personal environment. In most cases, the trip will be visible within 15 days.

If you lost your card or suspect it has been stolen, please contact us directly to block it. You can contact us on working days (Mon-Fri) from 8 am to 6 pm at 033-303 4600. Outside of business hours, you can still leave a voicemail or send us an e-mail at advies@shuttel.nl.

We will handle it as soon as possible. Once the card is blocked, it can no longer be used or reactivated. You will receive a new card within five working days.

Does your Shuttel card no longer work because it is damaged or does your card give an error? Please contact us as soon as possible. We will be happy to help you. This can be done on working days (Mon-Fri) from 8 am to 6 pm at 033-303 4600. Outside of business hours, you can still leave a voicemail message or send us an e-mail at advies@shuttel.nl. We will contact you as soon as possible.

You've chosen a pin code for your card during the registration process. If you forgot which code this is, you can call 033-303 4600 in case of urgency. We will ask you a number of verification questions by phone before we provide you the code. If it is not urgent, please email us at advies@shuttel.nl.

If your address has changed, you can pass the change on by phone at 033 - 303 4600 (working days from 8 am to 6 pm).

If your bank account has changed, please contact our customer support. You can send an email to advies@shuttel.nl or call us at 033 - 303 4600 (working days from 8 am to 6pm).

If your license plate is not correct, please contact our customer support. You can send an email to advies@shuttel.nl or call us at 033 - 303 4600 (working days from 8 am to 6pm).

Registration process

Your Shuttel card will be sent to you by mail to the address you entered during registration. You will still need to activate the card. You can activate it in 3 steps:

Step 1: Activate your Shuttel card
You can activate your Shuttel card in your personal environment via mijn.shuttel.nl or via the Shuttel App. If you do not yet have an account, please first create one. You can do this by following the next steps:

  • Go to mijn.shuttel.nl or download/open the Shuttel App for iPhones or Android phones
  • In the top right corner of the blue text box, you can select English Click ‘Click here’ in the blue text box.
  • Enter the email address you used during registration for the Shuttel card and click ‘confirm’.
  • We will send you an email with a password reset link. Click the link in the email Enter the password you want to set twice.
  • In line with GDPR guidelines, your password must meet a number of requirements. For example, it must contain a punctuation mark and at least six characters.

After creating a password, activate the card with the following steps:

  • Log in at mijn.shuttel.nl.
  • In the top right corner you can select English Go to ‘my details’.
  • Press the activation button behind ‘Shuttel card’.
  • Enter the last four numbers of your card (note: remove the sticker first) and click ‘activate’.

Your travel products will be ready for you within two hours (see step 2 below).

Stap 2: Pick up your travel products
The travel products are ready for you within two hours of your card activation. All you have to do is load them onto the card. You can do this at a public transport service point (OV-servicepunt). You can find them not only at train stations, but also in supermarkets or bookstores. Click here to find the nearest public transport service point.

At a public transport service point, hold the card in front of the card reader and click ‘Get Order’/‘bestelling ophalen’. The device asks you to hold the card in front of the card reader again and then it has been loaded onto the card. You can travel directly on balance with all public transport after this.

Tip: The travel products are not available for a long time. After activating your card, they are available for you for four months. So make sure you go to a public transport service point within four months to pick them up.

Have the four months passed? No problem; mail us at advies@shuttel.nl. We will make the travel products available for you again.

Stap 3: Activate additional services.
With Shuttel you have on card for almost all forms of mobility. Take a train, take a shared car or bike, refuel your tank or reload the battery: we have the largest offer of services in the Netherlands. Depending on what arrangements you have made with your employer, additional services will be available to you. This can be seen in the Shuttel app or in your personal environment under "my details"

Click here to view your additional services

It is possible to use the Shuttel Card for private use, if your employer decided to make this available to you. As the word 'private' indicates, we do not charge these cost through your employer or business, but we charge this amount directly from your bank account. Because the card has a private function, an e-Mandate is mandatory during the registration process. However, we would like to point out that there will be no private invoices when transactions are not classified as private.

Bunq
Are you a client of Bunq? In that case it is unfortunately not possible to give an e-Mandate during the regular registration process. This can be solves by sending us an email requesting to arrange the e-Mandate offline. We will then send you a form by e-mail that allows you to give the e-Mandate offline.

In your My Shuttel-environment and via the Shuttel App, you can see which mobility services you can use. You can find these by clicking on the ‘My info’ button. In the section ‘Products’ you can see which mobility services are available or can still be activated.