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Refund and Cancellations
What is the refund policy for my City Card?
You can cancel your City Card order within 2 weeks of booking by sending an email to [email protected]. Only if you cancel within these 2 weeks of booking you will get a refund.
Update 17-3-2020
With the situation as it currently is in Europe, we understand that you will not be considering travelling right now. However, we very much hope to welcome you in the future, so you will be to experience Amsterdam with your City Card. The expiry date of all City Card purchases has been extended to 31 December 2021. This means you will be able to use your City Card when you visit Amsterdam, until the end of 2021.
What is the refund policy if I’ve purchased my City Card at a reseller?
If you’ve purchased your City Card at a reseller, please contact them about their refund policy. Each reseller has their own refund policy.
How do I cancel my booked timeslots?
If you are unable to reach your booked timeslot, please cancel your timeslot by contacting the venue.
In order to cancel your timeslot at the Van Gogh Museum or Heineken Experience, please contact [email protected].
Most popular FAQs
Is there a discount for students, children, groups or senior citizens aged 65 and over?
No, we don't currently offer the above discounts.
When will my City Card be activated?
Your City Card activates automatically upon first use. After activation, it's valid for 24, 48, 72, 96 or 120 hours, depending on your purchase.
What does "a validity of 24, 48, 72 or 96 or 120 hours" mean?
Your City Card is activated automatically upon first use and is valid from that moment until it expires, which, depending on your purchase, will either be 24, 48, 72, 96 or 120 hours later.
Do I need to book time slots for visiting museums and attractions?
It is required to book a timeslot for almost all the City Card Venues in order to be able to visit. You can find more information on our time-slot booking page. Please note that it is not needed to have the physical City Card in order to book timeslots.
Does the City Card include the train ride from Amsterdam Airport Schiphol to Amsterdam Centraal Station or Amsterdam South Station?
Train service is not included with the City Card. If you wish to travel from Amsterdam Airport Schiphol to the city centre, you can buy an additional public transport ticket, like the Amsterdam & Region Travel Ticket, which can be purchased at the following locations:
- GVB Tickets & Info, at Amsterdam Centraal Station
- EBS Tickets & Info, at Amsterdam Centraal Station
- Connexxion Tickets & Info, at Amsterdam Airport Schiphol
- NS Tickets & Service counters
- I amsterdam Visitor Centre, at Centraal Station and Amsterdam Airport Schiphol
Order your City Card
Can I buy the City Card at a physical location when I'm in Amsterdam?
Yes, you can buy the City Card directly upon arrival in Amsterdam at one of the I amsterdam Visitor Centres or the I Amsterdam Store. Please check their opening hours here.
I haven't received a confirmation email. What should I do?
Please check the spam folder in your email. If you haven't received your confirmation mail, you can also collect your I amsterdam City Card by showing a payment confirmation. You can reach out to [email protected].
Pick up & delivery
Can someone else pick up the City Card for me?
Yes, that’s no problem. Your City Card isn't linked to your ID card, so someone else can pick it up if they have the voucher.
Do I need to print the voucher?
You don't have to print your voucher. You can simply display it on your mobile phone.
I haven't received my City Card. What should I do?
Locate your order using DHL’s track-and-trace option and contact them if you need further assistance. If you haven't received your card prior to your departure for your trip to Amsterdam, please visit our I amsterdam Visitor Centre at Amsterdam Airport Schiphol or Amsterdam Centraal Station to pick up the card upon arrival.
Can I order my City Card and pick it up right away?
After you place an online order, your card can be picked up immediately from Amsterdam Airport Schiphol or Amsterdam Centraal Station.
When and where can I pick up my City Card?
You can pick up your City Card immediately upon arrival in Amsterdam from one of our I amsterdam Visitor Centres or the I amsterdam Store. Please check their opening hours here.
Can I have the City Card delivered to me?
Of course. Simply select the “home or hotel delivery” option when ordering your City Card online. Delivery takes up to 10 working days, so be sure to leave enough time before your trip.
Can I change my order to include home or hotel delivery?
Unfortunately, we can’t change the delivery method after you’ve ordered your City Card.
Activation & validation
When will my City Card be activated?
Your City Card activates automatically upon first use. After activation, it's valid for 24, 48, 72, 96 or 120 hours, depending on your purchase.
What does "a validity of 24, 48, 72 or 96 or 120 hours" mean?
Your City Card is activated automatically upon first use and is valid from that moment until it expires, which, depending on your purchase, will either be 24, 48, 72, 96 or 120 hours later.
Can I separately activate the museum, public transport and discount parts of my City Card?
The City Card is activated the first time you visit a museum or attraction, or use public transport. However, using your card only to receive a discount does not activate it.
Can I pause my City Card?
Your City Card can’t be paused. Once activated, it is valid for 24, 48, 72, 96 or 120 hours, and there’s no option for taking a break.
How long is my City Card valid prior to activation?
Before it’s activated, your City Card is valid until 31 December 2021. After this date, it expires. Once activated, your card is valid for 24, 48, 72, 92 or 120 hours from the moment of activation.
Can I change the duration of my City Card?
If you'd like to buy more hours, we can upgrade your pre-paid voucher at the I amsterdam Store at Amsterdam Centraal Station, and the Visitor Centres at Amsterdam Airport Schiphol and Stationsplein when you arrive. We cannot upgrade your card once it's been used and we cannot reduce hours after you've purchased the card.
Museums, attractions & canal cruise
Do I need to book time slots for visiting museums and attractions
It is required to book a timeslot for almost all the City Card Venues in order to be able to visit. You can find more information on our time-slot booking page. Please note that it is not needed to have the physical City Card in order to book timeslots.
Can I access special exhibitions with my City Card?
Some museums occasionally host special exhibitions which require a supplementary fee to enjoy. Often, they require that you book a time slot in advance.
Does my City Card give me priority access?
If you have an I amsterdam City Card, you still need to join the queue at most of the participating museums and attractions. To avoid overcrowding and long queues, you are required to book a timeslot ticket at almost all the City Card venues. For a shorter wait at other attractions, avoid peak times and visit major museums early in the morning or late in the afternoon.
Is there access available for disabled visitors at all museums, attractions, canal cruises & restaurants?
Some museums, attractions, canal cruises and restaurants are accessible to people with disabilities. However, others may not be. For more info, please visit the websites of places and experiences you’re interested in, and contact them directly if necessary.
Can I visit museums and attractions more than once?
Unfortunately, no. The City Card provides only one-time admission to Amsterdam's major attractions. Luckily, there are more than 60 attractions included in the card, so you’ll have plenty to explore on your trip.
Where can I find the departure points of the canal cruises included in the City Card?
You can check this map showing the departure points of the canal cruises included in your City Card.
Can I go on more than one canal cruise?
Your City Card includes only one canal cruise. However, you can book one on your own if you would like. Visit this page for more information.
Public transport
Does the City Card include the train ride from Amsterdam Airport Schiphol to Amsterdam Centraal Station or Amsterdam South Station?
Train service is not included with the City Card. If you wish to travel from Amsterdam Airport Schiphol to the city centre, you can buy an additional public transport ticket, like the Amsterdam & Region Travel Ticket, which can be purchased at the following locations:
- GVB Tickets & Info, at Amsterdam Centraal Station
- EBS Tickets & Info, at Amsterdam Centraal Station
- Connexxion Tickets & Info, at Amsterdam Airport Schiphol
- NS Tickets & Service counters
- I amsterdam Visitor Centre, at Centraal Station and Amsterdam Airport Schiphol
Can I buy an additional ticket for public transport in the Amsterdam region?
Yes, you can. The Amsterdam & Region Travel Ticket offers unlimited access to public transport in the city and the surrounding area and is available at the following locations:
- GVB Tickets & Info, at Amsterdam Centraal Station
- EBS Tickets & Info, at Amsterdam Centraal Station
- Connexxion Tickets & Info, at Amsterdam Airport Schiphol.
- NS Tickets & Service counters
- I amsterdam Visitor Centre, at Centraal Station and Amsterdam Airport Schiphol
How do I use my City Card for public transport?
Simply hold your City Card in front of the scanner on any bus, tram or metro to check in. When you’re getting off, hold your card in front of the scanner again to check out. Don't forget this step when you exit, as it's very important!
Which metro, tram and bus lines are included?
The City Card is valid on the blue GVB bus, tram and metro lines in Amsterdam, including the night bus. If you would like to use bus services in the local region, please buy the Amsterdam & Region Travel Ticket, which is available at the following locations:
- GVB Tickets & Info, at Amsterdam Centraal Station
- EBS Tickets & Info, at Amsterdam Centraal Station
- Connexxion Tickets & Info, at Amsterdam Airport Schiphol
- NS Tickets & Service counters
- I amsterdam Visitor Centre, at Centraal Station and Amsterdam Airport Schiphol
Discounts & free gifts
Is there a discount for students, children, groups or senior citizens aged 65 and over?
No, we don't currently offer the above discounts.
How do I use the City Card discounts at attractions?
To enjoy a discount, show your City Card at the ticket counter of any participating attraction. However, if you've already booked your tickets in advance online, your ticket is no longer eligible for a discount. Please note that it might be required to book a timeslot in order to visit the attraction. See all the City Card venues with their specific timeslot information on this page.
How do I use the City Card discounts at restaurants?
Simply show your City Card at the participating location, but do mention that you have a card before ordering. Please note that it might be required to book a timeslot in order to visit the restaurant. See all the City Card venues with their specific timeslot information on this page.
How do I receive the free gifts included with the City Card?
Just show your City Card at the participating location to receive your free gifts.
Other questions
My City Card has been lost or stolen. Can I get a replacement card?
Unfortunately, we cannot replace lost or stolen cards. If you have travel insurance, you may be able to be reimbursed for your City Card, depending on your policy.
What should I do if my City Card is not working?
If your card isn't working, please go to the I amsterdam Visitor Centre at Stationsplein 10, which is opposite Amsterdam Centraal Station, or the I amsterdam Visitor Centre at Amsterdam Airport Schiphol, which is located in Arrivals Hall 2. They can investigate what’s wrong with your card and provide you with a new one if necessary.
My question is not included in this FAQ. Who should I contact for more information?
If you have further questions, you can reach us at [email protected] and we'll get back to you as quickly as possible. We are also regularly available online via City Card chat, as well as through Instagram, Facebook and Twitter.
Contact us
Email address: [email protected]
Sales Locations:
- I amsterdam Visitor Center Stationsplein
- I amsterdam Visitor Center Airport Schiphol
- I amsterdam Store at Central Station
Social media:
