Hello @oanatrifanescug
Thank you very much for your question.
Unfortunately, this is not something we can help you with on the SBB Community.
You can call the SBB Contact Center (0041 848 44 66 88, CHF 0.08/min, available 24/7) or go to an SBB ticket counter.
Thank you and have a great day.
EleonoraS