Purchased ticket paid in the bank but not appearing in the SBB App

BlancoHerrera

I purchased two tickets in the app today for me and someone else, in the bank I can see that the money was paid but I did not received any email or any ticket in the app. How can I proceed with a refund?

Danhiel

Hello BlancoHerrera

Did you create an account to buy these tickets? In this case you can check the order list. Another possibility is that the E-mail address was false. Did you also check your spam folder?

After a technical problem, amounts are automatically refunded after a few days or temporary reservations disappear, be patient.

If you cannot wait or you never get a refund, you can call the SBB Contact Center with this number:

+41 51 225 78 56 (24/7, waiting times may occur).

Kind regards
Danhiel

BlancoHerrera

Danhiel

Hello Danhiel and thanks for your repply.

I did not create the account, I have been purchasing tickets for long time and never had this kind of issue. I can´t see the ticket anywhere in the app, but the money has been payed by twint. I will wait some days and by the end of the week if I did not received the money back I will go for the contact center.

Best regards

A.jaunin

I bought a ticket today for the same day with my swiss pass account on SBB, my email is correct and I didn’t receive and confirmation either by email or in my spam.

It says on the SBB app that the paiement didn’t go through but my twint account says otherwise.

What should I do as I don’t have the money to buy a new ticket today?

RolandP

Hello A.jaunin

First of all: good morning.

Twint will rectify the balance within a few hours time span.

I assume there is actually not sufficient funds to make the Twint payment a successful one.

Use another payment method instead.

Kind regards,
Roland