Hello Julia3975
Welcome to the SBB Community.
We are a customer support forum run by volunteers.
The ticket is only valid once the QR is available and visible in your app. Pushing the purchase button is not sufficient to have a valid ticket. The payment processing may be delayed; the ticket is only issued after the payment has ultimately been confirmed. The time required to process your payment can also depend on the payment provider or your (credit card) bank. From your explanation, you were travelling without a ticket at the time the ticket control has been conducted and the registration of your personal data was according to the respective law.
Please also refer to the GTC on the purchase of e-tickets. Open your SBB Mobile app > Profile > Legal > GTC. There you can find the conditions on the purchase of an e-ticket.
You have received a receipt for travelling without a valid ticket. Please refer to the phone number mentioned at the bottom of the receipt. You may discuss the case with the responsible department. We are unable to help you in this matter and can only share our opinion without liability.
Kind regards,
Roland