Hello Fabrice
The situation is actually crystal clear: you cannot get on a public transit vehicle if you do not have the QR code present. As long this is not given, the check-in did not work and you do not have a valid ticket. An activation after departure is not OK and not fair, as you do not pay for the whole trip.
With automated ticketing apps, the customer is fully liable for the correct functioning. If you are not OK with this fact, you must not use EasyRide.
The transport companies do not know your phone, nor do they know all your apps that you have installed on your phone; it can well be that one of the apps is causing a malfunction, or your phone provider, or the GPS receiver in your phone. Here in the SBB Community, we often read that VPN’s cause issues.
It feels unfair to be penalized for an app malfunction.
How can you be that certain that it was the app? And not the mobile provider, or the GPS signal?
As per EasyRide GTC, if EasyRide cannot be activated, one must purchase a ticket through the app, at the ticket machine, or at the staffed counter.
You are not required to check in at the station only; this can be done even while walking to the station. By doing so, you would notice in time that the check-in is not properly working.
On the receipt that your friend has got, there is a phone number in the lower part of the document. For SBB it’s the Service Center Einnahmen, 0848 00 11 33. This is the responsible department if you want to discuss it further.
Kind regards,
Roland