Hi JanineMiller
In general, if you have not received an order number or a confirmation email from SBB, this means that the purchase has not been completed.
If you tried to place your order by logging-in with your swisspass account, then you can see if you find the Ticket again in your “orders” under www.sbb.ch/en - Login. But if the ticket cannot be found under «Orders», it means that the order did not take place and we have subsequently not debited your payment method.
If you tried to purchase the ticket without loggin-in as a “guest”, than you should call us so that we can see if we can find somehting in your name: please call our Contact Center 0041 848 44 66 88 (CHF 0.08/Min). If you are calling from abroad and this number doesn’t work, please try 0041 51 225 78 00.
For more information, please contact your card provider/ bank.
Have a nice day. EllenvS.