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payment failed, but money deducted

Neuer Autor

Hello, I'm Likun Yao. I bought online tickets from INTERLAKEN OST to FIRENZW S.M.N for five person(710CHF), and payed with credit card. And I got a message from card company that it approved the fee. However, I saw "payment failed" on the webpage and so I had to pay it again, but the same error was occurred. So I payed again and got same situation, as a result, I payed 2130CHF because three payment didn't count on SBB. Can I get a refund for these 2130CHF? I did it via same credit card payment. I am able to provide the credit card details and I have three of screenshots that expressed "payment failed". If possible, Please send me E-mail( Thank you.



Please note that our community is public and no private information such as email address should be provided.

You have received neither an order number nor a confirmation e-mail from the SBB. Therefore your account was not charged. We recommend the following possibilities:

  • place a new booking online using a different PC/web browser
  • place a new booking online using another mean of payment
  • for journeys within Switzerland: purchase the ticket using our app SBB Mobile for your smartphone (
  • For orders please call SBB contact Center: +41 (0)848 44 66 88 (CHF 0.08/per minute)
  • purchase the tickets at a SBB railway station in Switzerland

Tip: Check your next credit card statement / bank statement.

For more information, please contact your card provider/ bank.

I wish you a nice day.

Kind regards,

Vielfahrer/in (Bronze)


or  +41 51 225 78 00 

Kind regards, Reto