I can't find my order

[jyunuk]

hello,

I booked my ticket on October 19. 2017

The ticket is from Paris to Interlaken Ost on 06.11.2017

My credit card payments have been completed.

But I didn't receive my ticket by e-mail and I can't find my order on the website.

How can I do? please help me.

my e-mail : rhadlek55@naver.com

[KilianS]

Hey @jyunuk

If you haven't received an order number or a confirmation e-mail from the SBB either you can see any order under "My orders" in your SBB-account. Therefore your credit card was NOT charged, but the money from the credit card is reserved for a while and the reserved amount will be released. Sometimes it happens that the amount is reserved for a transaction, but after a while the system recognizes that there isn't a valid transaction and the amound will be released.
If your money won't be released within the next days (wait at least 24h), contact our colleagues from the Ticketshop Support by e-mail: ticketshop@sbb.ch or by phone: 0848 030 030 (from 9:00-18:00).

Regards Kilian