Problems with purchased tickets

[Gsh]

I just bought a ticket to and back from Montreux to Zurich. In the SBB app, they said the purchase failed, yet I received an email with only one ticket (from Montreux to Zurich) and payed full price for both tickets, as shown in my bank statements. Is my ticket valid? Will I receive the ticket to be able to come back from Zurich to Montreux? Will the money be refunded? In the SBB app the trip are not shown, but the money has been withdrawn and I did receive one ticket. Help please!!! 

[EleonoraS · Accepted solution]

Hello @Gsh 

Thank you for your message. 

Please note that we also have an English Community.

Generally, if you do not receive a confirmation email, it means there was no ticket purchased and the money is only "reserved" on your payment method and will be refunded in a couple of days. 

Please call the SBB Contact Center (+41 848 44 66 88, CHF 0.08/min) and ask our colleagues to check for you: give your email adressso that they can verifiy if there is a ticket or not. 

Thank you and have a nice day.

EleonoraS