What is an 'error during finalisation'?

In rare cases our software may experience a technical issue with a rail operator booking system right at the point of purchase. If this happens you will see a "Problem with your order" message after you have entered your payment details.

Your card will not be charged, but you may see a payment shadow on your bank statement.

In some rare circumstances involving tickets beginning or ending in Germany, instead of a payment shadow you may see a debit and subsequent credit on your bank statement. This happens when you are attempting to purchase more than one ticket, but one of the items fails at the point of purchase. At this point you have already been charged for the successful ticket(s). Because the other ticket purchase fails, we perform a reversal on the successful ticket so that you can choose whether or not to proceed again with the purchase of the ticket that didn't encounter the problem.

If you have any questions or concerns, please contact us and we will get back to you as soon as possible.