Card got debited but ticket purchase failed

eneikibanaan

I tried purchasing a ticket for travel on May 29 using the sbb mobile app on Android. Payment was successful and I got confirmation from my bank but sbb app said payment did not go through and failed my transaction.
Any idea how to proceed from here? Will the refund be automatically processed or do I have to check with someone?
And how can I try booking again without the risk of losing money?

thanks
Boro

RolandP

Hello eneikibanaan

Welcome to the SBB Community.

The money is not lost. It was simply a reservation and the money will be back on your account within hours. It might have happend already.

The simple debit from your account does not mean the payment was successful.

For a successful payment, please make sure your card supports 3D secure ID which is mandatory for the SBB webshop for a successful payment.

Kind regards,
Roland

eneikibanaan

Hi RolandP
The money has not been reverted till now. Will wait for a little more. But if for some reason it does not happen, whom should I contact?
Also, my credit card has 3D secure ID and I had to provide an OTP for the transaction. Don’t know why it failed still.

RolandP

Hello eneikibanaan

Please try entering all passenger information in full capital letters before submitting the order.

The money will definitely be back on your account; depending in the payment providers this may take a few hours / days.

Kind regards,
Roland