Your question is very frequently asked and in the majority of the cases people think they have bought a ticket while the payment transaction ultimately failed. Your credit card must support 3D secure ID in order to be accepted by the SBB ticket shop. Even if the amount paid appears in your credit card account, it might be that the amount was only reserved by SBB, yet due to the failed transaction, the reservation was again cancelled later.
You must understand that the tickets are issued instantly right after purchase; if not, there went something wrong. Imagine, locals here buy their tickets usually two minutes before the train’s departure, they cannot wait for days to receive their tickets.
As a result, you must be in the possession of two tickets now, each showing a QR code, otherwise it is not a valid ticket. No QR code, no ride. And, a successful purchase is always completed by a purchase confirmation e-mail (electronic receipt).
Hence, my questions:
- Did you check your credit card account to see whether the amount was finally charged and not only reserved?
- Are you sure you did not mistype your e-mail address?
- Did you check the SPAM folder?
If you can answer all three questions with yes, please contact the SBB Contact Center by phone +41 51 225 78 56, 24/7h, waiting times may occur. It might be that they can research your ticket with more personal information provided. We cannot help you through this platform for privacy reasons.
In any case, I suggest you creating an account to buy tickets. They will be listed in your account upon successful purchase. If you use the SBB Mobile app you can view and present your tickets fir ticket check on your phone provided you use the same account credentials for the app login.
To conclude, you must present your tickets together with your physically available passport, or your official national ID card, or driver’s licence.