Paid but didn't receive confirmation

[tracynguyen]

Spoiler

Today I purchased a ticket from Luzern to Interlaken Ost and because there was a technical problem with SBB mobile so the transaction was failed, I paid by Twint and I still receive a notification that the payment was successful and minus my money without any ticket confirmation. Will my money be returned to me or will I receive a ticket?

[SandrineS]

Hello @tracynguyen 

You have received neither an order number nor a confirmation e-mail from SBB. Therefore your means of payment was not charged.

TWINT authorizations are not definitive debits, although they are displayed on the bank account. The authorizations are automatically released again. This can take between 7 and 14 days with TWINT. Once the amount has been released, it will no longer be visible on your bank statement. For this reason, we recommend that you always wait for the final bank statement.

Please contact your bank for further information on the means of payment.

Tip: We recommend ordering with SwissPass-login. So your orders are visible in your account. Please log in on www.sbb.ch/en and click on "Orders". If the booking is not listed, it did not work and your means of payment was not debited.

Greeting,

SandrineS