How do you purchase products?

You will receive a purchase confirmation by email as soon as your payment has been received, and your ticket will appear in the ‘My Tickets’ section of the app. If your ticket still hasn’t appeared within 5 minutes of the purchase confirmation, please contact us (by form or by telephone).
No. A ticket purchased through the App can only be displayed on the smartphone/tablet used to buy it by the lead passenger. The lead passenger is the passenger whose date of birth is entered when purchasing the ticket.
No. All passengers must have a valid travel ticket before boarding the train. You can easily purchase your ticket online, through the App, at the ticket vending machine, or at the ticket counter.
The date of birth of the lead passenger is required when purchasing a ticket through the App. This information is not retained by SNCB but is used to generate certain security codes. We would ask you to please make sure the date of birth entered is correct. Using an incorrect date of birth with generate an invalid security code, and the passenger will not hold a valid ticket.
Yes. You can buy your ticket through the App up to 30 days in advance.
Of course. During the purchasing process, you will be able to choose the type of ticket you need and will therefore be able to purchase at your usual fare.
No, it is not possible to purchase an upgrade through the App. We recommend you purchase your upgrade at a ticket vending machine, on the website or at the ticket counter. If you would like to purchase an upgrade onboard the train, this is possible, but the On-board Fare will apply (upgrade + €7 supplement).

Travelling with a ticket bought through the App

Yes, on condition that the lead passenger is carrying proof of ID and the smartphone/tablet on which the ticket was purchased. The smartphone/tablet must, of course, be turned on and in good working order during the ticket inspection.

If you are travelling alone, please show your ticket on the smartphone/tablet, in good working order, you used for the purchase, as well as your electronic proof of ID.

If several of you are travelling on the same fare, please show your ticket on the smartphone/tablet, in good working order, you used for the purchase, as well as the proof of ID of the lead passenger.

If several of you are travelling on different fares, please show your ticket on the smartphone/tablet, in good working order, you used for the purchase, as well as the proof of ID of the lead passenger and any passengers benefiting from reductions.

No, the confirmation email is not a valid ticket, it is simply a confirmation of your purchase. You may be able to use the reference details from this email when contacting our Customer Service if you encounter problems when purchasing this ticket or at a later stage.

Travelling with a ticket purchased through the App is simple. All you need to do is show the ticket in the ‘My Tickets’ section of the App on the smartphone/tablet, in good working order, used when purchasing the ticket.

No. A screen capture of a ticket purchased through the App is never valid because the ticket contains dynamic elements required at the inspection. A ticket purchased through the App can only be displayed on the smartphone/tablet used to buy it by the lead passenger. The lead passenger is the passenger whose date of birth is entered when purchasing the ticket.
If you purchased a return ticket for the same day, you will only receive one ticket for both the outgoing and the return journey. However, if your outgoing and return journey are on different dates, you will receive a separate ticket for each date of travel.

If for any reason you are unable to show your ticket to the train conductor during the inspection, he or she will have to issue a Statement of irregularity (document C170) so you can continue your journey.

To avoid paying the amount mentioned in the statement of irregularity, get in touch with our Customer Service as soon as possible using this form and don’t forget to attach proof of initial purchase. Fixed administrative costs will be applied to your request to remedy your statement of irregularity.

You can show the inspector any document that proves your identity. If you don’t have any such document on you, the train conductor will have to issue a Statement of irregularity (document C170) so you can continue your journey.

To avoid paying the amount mentioned in the statement of irregularity, get in touch with the Customer Service as soon as possible using this form, remembering to attach proof of initial purchase. Fixed administrative costs will be applied to your request to remedy your statement of irregularity.

Reporting a problem

Yes. The confirmation email is not required to travel, only the ticket in the ‘My Tickets’ section of the App on the smartphone/tablet, in good working order, used to make the purchase.
You will receive a purchase confirmation by email as soon as your payment has been received, and your ticket will appear in the ‘My Tickets’ section of the app. If your ticket still hasn’t appeared within 5 minutes of the purchase confirmation, please contact us (by form or by telephone).

Inform the conductor before boarding the train. The conductor will issue a Statement of irregularity (document C170) so you can travel.

To avoid paying the amount mentioned in the Statement of irregularity, get in touch with the Customer Service as soon as possible using this form. No administrative fees will be charged to verify your request to remedy your situation if it is apparent that your Statement of irregularity was issued outside of Customer Service’s normal business hours.

The train conductor has issued you a Statement of irregularity that allowed you to continue on your journey and has asked you to go to a ticket counter at an SNCB train station within 14 calendar days (including the date of issue) to rectify your situation.

If you would like to contest the Statement of irregularity and avoid paying the associated cost because you had purchased a valid ticket but were not able to produce it during the inspection, please contact the Customer Service using this form. Carefully fill in the form, enter the number of the Statement of irregularity C170 in the “Dossier number” section and do not forget to attach the initial proof of purchase. We will get back to you as soon as possible.

Our sales system only recognises standard alphabet letters. If your name contains an accent or special character, such as the German ü or the Spanish Ñ, please replace it by standard letter when entering your personal information. If not, we cannot guarantee your transactions will be successfully completed.