FAQ

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Find answers to commonly asked questions you may have. Can't find the answer? Feel free to drop us a line via the "Contact" page.

How can I top up the credit on my e-wallet?

You can top up either online or at a physical top-up station. Online top-up will be possible via myNetPay, where you can log on using your [organisation] account. The location of the top-up station can be asked at the informationdesk. If you find you are unable to top up the credit on your e-wallet, you should contact [contact] using the form provided for this purpose in myNetPay at the Contact-page. You need to link your e-wallet to your [organisation] card before you make your first payment with your e-wallet. This can be done at one of the printers [or at the physical top-up point(but not at the vending machines). It only needs to be done once.]

What happens to my credit balance if my [organisation] card is lost or stolen?

Your credit balance is stored in digital form on your e-wallet, and not on your [organisation] card itself. This means that the credit balance is linked with your personal account. If your [organisation] card is lost or stolen, you should disconnect the card from your e-wallet as quickly as possible. Disconnecting your card is possible via your personal myNetPay account [and at the printers by choosing the option "delete a card from your login account".] Losses incurred before you disconnect the card from your e-wallet are your own responsibility.

What is the minimum amount that I can add to my e-wallet?

The minimum amount of credit that you can add to your e-wallet is € [x,xx].

You can top up either online or at a physical top-up station. Online top-up will be possible via myNetPay, where you can log on using your [organisation] account. The location of the top-up station can be asked at the informationdesk. If you find you are unable to top up the credit on your e-wallet, you should contact [contact] using the form provided for this purpose in myNetPay at the Contact-page. You need to link your e-wallet to your [organisation] card before you make your first payment with your e-wallet. This can be done at one of the printers [or at the physical top-up point(but not at the vending machines). It only needs to be done once.]
Your credit balance is stored in digital form on your e-wallet, and not on your [organisation] card itself. This means that the credit balance is linked with your personal account. If your [organisation] card is lost or stolen, you should disconnect the card from your e-wallet as quickly as possible. Disconnecting your card is possible via your personal myNetPay account [and at the printers by choosing the option "delete a card from your login account".] Losses incurred before you disconnect the card from your e-wallet are your own responsibility.
You can use myNetPay, the system you use to top up your e-wallet, to view your transaction history. This allows you to see precisely how much you have paid on various occasions, when, and for what (printer usage, soft drinks, coffee, snacks etc.).
If you find you are unable to top up the credit on your e-wallet, you should contact Xafax using the form provided for this purpose in myNetPay.
You can transfer credit in your e-wallet back into your bank account at any moment. Given the administration costs, amounts under € [x,xx] are not refundable. If you have finished your studies or stopped working at [organisation], you can retransfer the amount in your e-wallet within [xx] days into your bank account. Please note: [xx] days after your registration or work at [organisation] ends, your [organisation] account expires and you will no longer be able to log onto myNetPay.
It may happen that a [organisation] account has been discontinued, but that there is a credit balance in the e-wallet. We do our best to prevent this situation by repeatedly reminding the student or employee whose account is about to expire that the credit balance in the e-wallet has to be transferred into a bank account. If any credit is not retransferred, this money will be donated to [xxxx, eq. fund].
The minimum amount of credit that you can add to your e-wallet is € [x,xx].