Hi surabaya
We sell several thousand tickets via SBB Mobile every day. As we have not yet received more customer reactions on this issue, we assume that it is an isolated case. If an error message appears during payment, the cause is probably the means of payment or the Internet connection.
If customers do not receive a confirmation email with the ticket attached as a PDF, this means that the purchase has not been concluded. In this case, the amount is displayed as a debit for a certain period of time, but is actually “only” blocked and is automatically released again. We cannot speed up this process manually.
In these cases, we recommend that customers delete the payment method from their SwissPass account at www.sbb.ch and register it again or use a different payment method.
For data protection reasons, if you have further questions, please get in toutch with your bank.
Have a nice day. EllenvS.