My ticket does not appear on my account page and app

Piettouwhaur81

I purchased supersaver ticket from basel sbb to luzern under my account, and I successfully recieved tickets through email with qr code.
However, my ticket is not shown on my app and account(oders page).
Can you check this issue?

RolandP

Hello Piettouwhaur81

It seems like you have purchased the ticket as guest and not as authenticated user. In this case the ticket is neither listed in your account nor available in the app.

We cannot check the case as the SBB Community is not run by the SBB customer service.

When you use Supersaver tickets please make sure you stick to the itinerary as provided on the ticket, and have your physical passport or ID card with you.

Kind regards,
Roland

Piettouwhaur81

RolandP Thank you for your kind reply. Is SBB customer service email address “ticketshop@sbb.ch”?

RolandP

Hello Piettouwhaur81

No, the customer service does not have an e-mail address. You have to call at +41 51 225 78 56 (24/7, waiting times may occur), or send a message using the contact form (a response may take multiple days):

https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/reklamation.html?stepId=3.17

I, personally, do not see the reason why you want to contact SBB. If you have received a purchase confirmation e-mail from SBB and the QR codes are visible in the e-mail, simply show the QR code out of your e-mail inbox, together with an ID; that’s sufficient.

Kind regards,
Roland