Tutorials

Find here all our video tutorials to help you with the new app.

Setting

No. The new app is different from the old one. So you have to download this app. The old app is not updated anymore and can be deleted. The new app, however, is an update of the MoveSafe application. Do you already have this one installed? Then you just need to update it.

What changed between the new app and the previous one?

The new app :
  • integrates train occupancy forecasts for safe travel (Coronavirus)
  • offers more products: Standard Multi (RailPass), Local Multi (KeyCard), Youth Multi (Go Pass) and the Class Upgrade
  • offers a more advantageous price on Multi products (from 01/02)
  • is easier to use and calculates your route quicker
  • allows more personalisation (favourites, best offer proposed according to profile...)
You cannot consult Train Map in this first version. We are looking into this possibility for a next version. Regular changes are planned in the weeks/months following the release.
In this first version you cannot search by train number. We are looking into this possibility for a next version. Regular changes are planned in the weeks/months following the release.
With this first version it is not possible to display departure and arrival data from a specific station. We are looking into this possibility for a next version. Regular changes are planned in the weeks/months following the release.
From now on, you can find the works and disruptions on the details screen of your route.

MySNCB-account

No. The journey planner remains available without registering. Registration is only required if you want to purchase tickets/Multi in the app.
Please contact Customer Service via My SNCB > Support
You cannot view your season tickets in this first version. Currently it is only possible to view tickets and Multi. Some features and products, such as season tickets, are not yet available. In the future, everything will be included in the app.

Buy via app

No. Multi are only available in this new app.
Yes. Your trips are linked to your account. If you change phones, all you have to do is sign in again. Your tickets will then be loaded automatically.  
No. Your products are linked to your My SNCB account. As soon as you log into your account, you will find your valid products.
No, this is not possible. A My SNCB account is personal and the Multi is linked to the My SNCB account. 
No, it is the same product on a different medium.
No. There is no link between the old and the new app. In order not to lose any tickets, we recommend using all tickets in the old app first before switching to the new app.
By a credit card (VISA, MasterCard and American Express), by PayPal or by a debit card via Bancontact, KBC and Belfius (app or with card reader).
No. In the new SNCB app, tickets are only available for travel between two Belgian stations. For international journeys, you can use the International app.  
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 Facebook, Twitter, the 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.
Yes. You can buy your ticket through the App up to 30 days in advance.

Travel with your ticket purchased via 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, it is required to buy an On-board fare Ticket. If you fail to buy a ticket at the On-Board Fare for whatever reasons, 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.

Please contact Customer Service via My SNCB > Support
A Multi is valid for 1 year (except for the Local Multi which is valid for 6 months). Once the duration has expired, the trips are no longer valid.
As with the paper version, journeys cannot be cancelled and are not refundable. 

Forecast of the number of available seats - MoveSafe

The information on the occupancy rate is a prediction that may not always be correct (as all predictions are). We hope it can help our customers plan their trip and are working to improve the quality of these predictions.  
There are 4 occupancy categories:
1) green (seats available)
2) yellow (seats limited)
3) orange (standing places available)
4) red (train full)
The indicated occupancy of a train is based on data and is updated in real time throughout the train travel by the train conductor's smartphone. The predictions are mainly based on data from passenger counts, rolling stock and weather data.
The occupancy prediction in the app applies to the station where you board (and not the whole journey). You can search for a station along your journey to get an idea of the occupancy rate further along your journey.

To report a technical problem

Please contact Customer Service via My SNCB > Support
Please contact Customer Service via My SNCB > Support