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Unable to purchase Swiss Half Fare Card as SBB.ch

GT Sailor

I have a SwissPass account, logged in, select the Swiss Half Fare Card, enter all information, It shows the correct purchase amount, click on the link to go to checkout, and then it throws and error that says “An error occurred while processing your query”.

I also downloaded the SBB Mobile app (Android) logged in, added credit card information, but I cannot find anywhere on the app to purchase the Swiss Half Fare Card.
Please help.

Nicole_B

Hello GT Sailor
This question has already been asked several times in the SBB Community. Please check your device and browser settings according to my answer in the discussion:

Error: “An error occurred while processing the enquiry.”

Travelcards cannot be purchased directly in the SBB Mobile app, only single tickets and day passes. For travelcards, there is always a jump to sbb.ch.

Kind regards.
Nicole

GT Sailor

Thanks Nicole. It appears that this was a recent issue with the system. I received feedback from SBB to that indicated that they have been having issues for the past 3 days. So it appears that they problem is on the SBB side. Also, they just today indicated that they will be doing maintenance on the site, so I hope that it fixes the issue.

Nicole_B

Hello GT Sailor
Thank you for your feedback. I also work at SBB and I have not found a Jira ticket for the developers regarding this. I also can’t reproduce the error. Ordering the Swiss Halfe Fare Card works for me.

That’s why I’m surprised that the reply from customer support says that the problem is on the website. Do you have a CS number in the email reply from Customer Support? This would help me to see what facts this answer is based on. Many thanks for the support.

Maintenance work is always being carried out and can lead to temporary restrictions in exceptional cases. This is usually at night (Swiss time) when the number of visitors to the website is at its lowest and usually lasts a few hours. Updates are implemented daily, even independently of maintenance work.
In 99% of the error messages mentioned, the cause lies in the device and / or browser settings (especially the time and cookie settings). If you have not yet checked the settings, I would still recommend that you do so.

Kind regards
Nicole

GT Sailor

Thanks Nicole, Yes, the CS number I have is CS008214180. Here is the note I was sent

Case: CS008214180

Dear Mr. Britton

Thank you for your query.

The error has been known for several weeks and has already been forwarded to the responsable department. It is difficult to determine the cause as it does not affect all customers and all tickets.

I have checked and could buy the Swiss Half Fare card via the Edge browser on the Computer without any problems.

I recommend that you delete your browser history or/and try to buy the cards again using a different browser or a different Computer.

If you would like to try the purchase again trough a different browser you can do so here:https://www.sbb.ch/en/tickets-offers/tickets/guests-abroad/swiss-halffare-card.html

Nicole_B

Hello GT Sailor
I’m sorry if there was a misunderstanding with the response from customer support.

The answer “ The error has been known for several weeks and has already been forwarded to the responsable department. It is difficult to determine the cause as it does not affect all customers and all tickets.” does not mean that there is actually an error on the part of the website. The answer simply means that the error has been reported several times by customers. Until now, however, the cause was always due to the individual device/browser settings on the customer side and could be rectified by the customers concerned by adjusting the settings accordingly. If there is a general problem on the website, we can usually reproduce this and a Jira is created for the developers to analyse. However, as customer support and I found out, the purchase worked without any problems with our device and browser settings.

I recommend that you check your device and browser settings according to my first answer. In 99% of cases, the error message will then no longer appear and the purchase of the Swiss Half Fare Card can be carried out without any problems.

If the error message still appears despite your setting adjustments, please note the further text from customer support regarding the individual user details (time, operating system, browser used, technical requirements, etc.). Without this detailed information, our IT cannot carry out an error analysis if there is no general problem with the website.

Thank you for your understanding.

Kind regards.
Nicole

Peterchen

I just ran into the same issue. It has nothing to do with the browser or device - it is simply a bug in the sbb shop. You have to enter first and last name all caps, then it works. There are a lot of users having this issue if you google it. SBB should really fix this.
https://community.sbb.ch/d/23606-an-error-occurred-while-processing-your-query/7

Carob

Peterchen yes! This fixed it for me thank you!!!!

Miequoumoamb40

Peterchen
thank you so MUCH Peterchen. I changed my name to all caps and it worked. I must have spent 3 hours at least yesterday doig all the things Nicole of customer service recommended and on three different platforms and then again on my cell browser this morning.

Unbelieveable SBB has not fixed this.

RolandP

Hello Peterchen

First of all, hello 🙂

SBB sells hundreds of thousands of e-tickets every day. And in 99% of cases it works perfectly.

It is simply impossible to offer a shop that works from every place in the world, and with all devices and all browsers. Maybe the problem is with your device? Have you already tried the SBB Mobile App?

3D secure ID is a common security standard for European webshops; thus it does not need to be mentioned separately.

There is no obligation to buy tickets in advance, you can also buy tickets at the ticket machine or in the travel centre at the station, except for saver offers.

Kind regards,
Roland

Peterchen

Hello
A lot of your customers live abroad where 3D secure is NOT a thing. I have tried different browsers and even private windows. Only all caps worked. And a Credit Card that supports 3D secure. SBB should fix these bugs, really. Google suggests they existed for a long time. The half fare card cannot be bought through the mobile app.

Peter

Shunnouyea21

Yes–using an “all caps” name fixed the issue for me as well today to buy a half-fare card from the US. Multiple browsers and phone vs. PC did not solve the issue. Thanks!

mlguitar

Hi, Everyone. I also wanted to purchase this SWISS HALF FARE card using my login as of today 1 November 2024. No matter what I tried (input debit card or input credit card or use different browsers), nothing works. I chatted with the live agent twice and no solution.

Until I googled why I cannot purchase and the AI answer is FIRST NAME and LAST NAME must be in CAPS. I tried and it works.

So just want to share this for future travelers. 😅

jakub1994

Thank you! Writing my name in all capital letters solved the issue. I tried several different browsers, as well as my mobile phone, and that did not address the issue.

Xackongoi42

I just ran into this same bug again - seems like it’s still an issue. One additional way that it fails: If you first sign up for Swisspass with your name as all caps, and it shows as all caps when you try to buy the travel card it fails again with the same error. For lack of options, I changed my name in the purchase dialog box to regular Sentence Case, with just the first letters capitalized, and then it worked. So maybe you just need to have different capitalization than you have in your swisspass profile? Very strange.

There should at least be a note on the purchase dialog box to help people with this issue, instead of pretending it doesn’t exist and driving away customers.

Thaickeshoass58

Yes, putting first and last name in all caps immediately solves the problem and allows purchasing a ticket.

It’s bizarre that the SBB employees in this thread dismiss this solution when it’s clearly the fix needed for the majority of people (until SBB work out how to fix their website, which seems like it may be quite a while!)

Daikuphour81

Yes all caps is what fixes this. Your country has the highest GDP per capita. This kind of bug is ridiculous.

RolandP

Daikuphour81

Thanks for the feedback, and for respecting the SBB community netiquette, though.

pcurve

I tried clearing cache, cookies, incognito mode, in all Safari, Firefox, and Chrome. None worked.

The only thing that worked was renaming my name to all caps as per the above suggestion. Thanks for that.

It is disappointing to see laissez faire replies from employees, rather than making effort to address this problem that has been around for so long.

Krist

pcurve It is disappointing to see laissez faire replies from employees, rather than making effort to address this problem that has been around for so long.

You should complain to your bank that they do something about this, indeed.

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