Bought a ticket on the app but it isn’t appearing in the app

shyasaturtle

I just bought a ticket on the SBB app and when checking on the app, it doesn’t show my ticket in the tickets tab. It is scheduled to be valid from tomorrow onwards so maybe it will appear there after midnight, but that’s only what I assume. My email address that I used for SwissPass and the SBB app is an older email that has been inactive for a long while (it doesn’t work).

RolandP

Hello shyasaturtle

Welcome to the SBB Community.

Wiithout a little bit more information on the ticket type we are unable to help.

Successful purchases are instantly displayed on the app. Also, you should have received a payment confirmation e-mail for the successful purchase. It looks to me that the purchase was not successful at all and no ticket was issued.

As we are unable to handle requests requiring a look into the customer account, please call SBB if you need to know where your ticket has gone: +41 51 225 78 56 (24/7, waiting times may be possible).

Kind regards,
Roland

shyasaturtle

RolandP it is a z-pass zug/schwyz day pass. it‘s a ticket from zürich hb to küssnacht am rigi. my email that i used to register for the sbb app is not working so i have no idea if i got an email or not

Thoocuckach63

Bonsoir, lors de la prise du billet une erreur s’est produite mais j’avais déjà effectué le paiement, que dois-je faire pour récupérer l’argent puisque je n’ai pas le billet ?

RolandP

Hello shyasaturtle

That’s strange.
And your app is up-to-date, yes?

Without a valid e-mail address you cannot find out whether the ticket was issued at all; the SBB Contact Center can, perhaps.

Did you check the Tickets tab, also the expired section?

Kind regards
Roland

shyasaturtle

RolandP the app wasn’t updated but i just updated it and it still isn‘t there. i‘ll contact the sbb contact centre and ask em. is it a good idea to go to zürich hb and ask? i would prefer talking face to face but phone calls are alright too

RolandP

Hello shyasaturtle

What ever suits you better.

What if you do log in at sbb.ch > Login, then go to Orders? Is it there?
Another verification possibility: was your CC charged at all?

Kind regards,
Roland

Thoocuckach63

J’ai pris le billet mais une erreur s’est produite après avoir effectué le paiement et je n’ai pas reçu l’e-mail avec le billet. ce qu’il faut faire

RolandP

Bonjour Thoocuckach63

Ici, on parle l’anglais. Merci d’utiliser la communauté francophone.

Bonnes salutations,
Roland

shyasaturtle

RolandP went to orders, shows nothing. i even checked for past tickets and all of them appeared, but i have to see if it charged my card, but first, i‘ll contact the contact centre