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I keep getting a message that my payment authorisation has failed on the app (credit card is fine)

Liz1
New Member

Today I tried to purchase tickets via the app for the first time. I have tried twice and each time get a message that the payment authorisation failed. However, I know that the credit card information is correct and I have called the credit card company to confirm that the card has not been blocked for some reason.

 

 

19 REPLIES
uaveenash
New Member
 
nedpaul
New Member

My credit card payment for a purchase in the SBB system keeps getting rejected.  I see that I am not alone in this situation.  I am registered within the Swisspass system and I notified my credit card company that I am making purchases in Europe (including Switzerland.)   Not sure what to do now.   When you write to SBBTicketshop they do answer you in very good English, but why such a hassle just to buy some train tickets?   Any suggestions?

SandraI
Commuter (silver)

Hi @Liz1

We cannot determine the reason why your credit card was declined.

I can tell you, however, that payments by credit card will only take place if your credit card is enrolled for 3-D Secure. "Verified by Visa", "MasterCard SecureCode", "American Express SafeKey" and "Diners ProtectBuy" are based on a technology called 3D-Secure. This service ensures that only you may purchase online using your credit card.

If your credit card is signed on for 3D-Secure, a pop-up window will appear during the payment transaction, in which your 3D-Secure password is requested as well as your pre-selected security message. This pop-up window is automatically blended in by your credit card company and is not governed by the SBB.

For further queries regarding payment using your credit card, please contact your credit card company.

Kind regards
SandraI

Hello,

funny this, I've just had mine rejected several times with different cards too.

Also if you google sbb.ch and credit card, you get loads of results - all saying cards are blocked. The earliest I've found is 2013 on Trip Advisor.

So, the Swiss national train company cannot process card payments consistently for over 5 years - really?!

Shocking, disappointing and means that my son who is visiiting Switzerland for a field trip in June, will struggle with extremely expensive tickets as he won't be able to take advantage of the saver fares.

Have to say getting to Switzerland is a lot easier than travelling around it. And cheaper too.

 

Switzerland, you have dropped the ball badly.

Same issue here. 2018.

Does the App work around work even if credit cards are not 3D?

I have spent hours trying to get Advance Super Saver tickets on line but all credit cards declined as described by everyone even though there is no issue with them (verified).  I will try the app work around but want to check on the 3D issue first.

Thank you. 

Hello @Anoush 

We cannot determine the reason why your credit card was declined. It can happen that we reject credit card transactions for reasons of security. This action is primarily intended to protect the card holder.

 

If you received notice that your credit card was declined you must call your credit card company directly.

Kind regards.

GiorgiaB

This is happening to many people across many forums regarding getting tickets on the SBB website. It is NOT that the credit card is declined. I, and others, have called our credit card companies and have cards in good standing. It is definitely something to do with your system of authorization.

The app workaround made it work for us also.

Right, no thanks to sbb.ch, I have found the answer, but it's a performance and I didn't figure it out myself, found it on another site (Sbb.ch credit card rejected - and the answer!!!) so all credit to them.

Register online with sbb online and create a swisspass account
Install the SBB app
Login to app using sbb/swisspass details
Add additional travellers (important if buying tickets for others as I am) and payment details, that Visa be looking good in here.
Couldn't find how to get return tickets on different days, so booked 2 singles.
Used super saver options for each and payment details sailed through.
Login in to sbb.ch on pc/mac (yes, again)
Find your orders under your account section top right
View and print the ticket, as I'm sending to my son then I chose print as pdf.
Save pdf and send on to whoever, print out as just in case battery dies

Then post this on r/softwaregore, r/CrappyDesign

If you delete this post SBB, then that means that you are actively blocking card purchases, which is very naughty.

As this is an onhoing issue, you really ought to fix it and not blame visitors card companies. This is purely down to your very poor card processing implementation.

Absolutely download the App like this person suggested and it works perfectly using Apple Pay.

Many thanks for this tip about using the mobile app


@NotAHappyCamper wrote:

Right, no thanks to sbb.ch, I have found the answer, but it's a performance and I didn't figure it out myself, found it on another site (Sbb.ch credit card rejected - and the answer!!!) so all credit to them.

Register online with sbb online and create a swisspass account
Install the SBB app
Login to app using sbb/swisspass details
Add additional travellers (important if buying tickets for others as I am) and payment details, that Visa be looking good in here.
Couldn't find how to get return tickets on different days, so booked 2 singles.
Used super saver options for each and payment details sailed through.
Login in to sbb.ch on pc/mac (yes, again)
Find your orders under your account section top right
View and print the ticket, as I'm sending to my son then I chose print as pdf.
Save pdf and send on to whoever, print out as just in case battery dies

Then post this on r/softwaregore, r/CrappyDesign

If you delete this post SBB, then that means that you are actively blocking card purchases, which is very naughty.

As this is an onhoing issue, you really ought to fix it and not blame visitors card companies. This is purely down to your very poor card processing implementation.



- worked like a charm!

December 2019 and it's still happening on their website. When using their app (I'm trying every angle), I can't get the trip to show ticket prices. Very frustrating. I have written to SBB three times, they have responded twice with generic responses saying that my credit card is at fault. It isn't. I've even tried using a different browser (have tried Edge and now Chrome) hoping for good results. And have tried two different Visa credit cards, all to now avail.

You're right. It's easier to get to Switzerland than it is to travel by train in it.

My purchase had been rejected, too. I tried to delete the app and redownload it then purchase again but still it didn't work. What can I do with this situation?

Hi @Elise

Thank you for your request

If you encounter payment problems with your credit card, please contact our Ticketshop directly (ticketshop@sbb.ch).

 

Regards
NicolasK

Same issue here, 4/25/19.

Tried to book a train from Italy to Switzerland with a Visa, a Cap One Venture Card none the less, and it was rejected. Didn't want to use my debit card (MasterCard) but did anyways and the payment went through. 

Went back and tried to book our return from Switzerland to Paris and now the MasterCard or the Visa doesn't work. This is insane.

The problem with the app workaround is that I can't book my entire trip via the app, it's prompting me to use the website, which is terrible. 

Same issue here, 4/25/19.

Tried to book a train from Italy to Switzerland with a Visa, a Cap One Venture Card none the less, and it was rejected. Didn't want to use my debit card (MasterCard) but did anyways and the payment went through. 

Went back and tried to book our return from Switzerland to Paris and now the MasterCard or the Visa doesn't work. This is insane.

The problem with the app workaround is that I can't book my entire trip via the app, it's prompting me to use the website, which is terrible. 

I struggled with this for about 20 hours and my persistence paid off. Owing to increasing levels of fraudulent credit card activities, Switzerland (and most other European Countries) require an additional level of security to make sure that the cardholder is the one attempting the transaction. This is called "3-D Secure" and it is nothing more that a two-factor authentication. When I called Bank of America front desk support to resolve this, they could not see any transaction attempts but the light bulb went off when I mentioned "3-D secure". The front desk support reached out to their elevated security department who had visibility into the attempted transaction. The elevated security department was able to bridge the gap between the merchant and the consumer (me) and provide the required verification. Bank of America has now set me up to receive the secondary level notifications on my smartphone. This would be the second part of the two-factor authentication. This issue in only for online transactions. For in-country transactions, a valid government-issued identity card (such as the Passport) would serve as the second part of the two-factor authentication.

I hope this long-winded explanation helps all those who have been struggling with this issue.

Good luck.


@jzimmermann wrote:

Same issue here, 4/25/19.

Tried to book a train from Italy to Switzerland with a Visa, a Cap One Venture Card none the less, and it was rejected. Didn't want to use my debit card (MasterCard) but did anyways and the payment went through. 

Went back and tried to book our return from Switzerland to Paris and now the MasterCard or the Visa doesn't work. This is insane.

The problem with the app workaround is that I can't book my entire trip via the app, it's prompting me to use the website, which is terrible. 


 

SamanthaAd
Traveller (platinum)

Hallo @uaveenash,

"Verified by Visa", "MasterCard SecureCode", "American Express SafeKey" and "Diners ProtectBuy" are based on a technology called 3-D Secure. This service ensures, that only you may purchase online using your credit card.

If your credit card is signed on for 3-D Secure, a pop-up window will appear during the payment transaction, in which your 3-D Secure password is requested as well as your pre-selected security message. The password identifies you clearly as the cardholder. The indicated security message gives you the assurance that your password verification was carried out by your credit card company.

This pop-up window is automatically blended in by your credit card company and is not governed by the SBB.

For further queries regarding payment using your credit card, please contact your credit card company.

We recommend that you use a different payment card or that you purchase your tickets at your nearest railway station ticket office.

Have a nice day

SamanthaAd