Why haven't I received my confirmation email or why is my ticket in preparation?
If you have not received your confirmation email from Thalys, see this page.
Trainline Europe account holders: You may have entered an
incorrect email address for your booking. If you have a Trainline Europe account, please visit your
account preferences to check and modify your email address.
If you do not have a Trainline Europe account, you can edit your email address via the confirmation page of your booking (shown below). If you are not able to access this page, check your browser history, you should be able to find the confirmation page of your booking in your history.
If you still can't find it, please contact us and we can quickly resend your confirmation email.
- Your tickets may have ended up in your Junk/Spam folder or in your P romotions folder instead of your inbox. Please check this carefully!
- You can see the following message in your account:
This means it might take between several minutes to several hours for you to receive your tickets. Your payment may have already been deducted from your bank account, however there is no need to worry. Your tickets are on their way and you will most definitely receive them.
The reason for the delay is that we have to manually process some transactions, especially if the payment card was issued outside of the EU. We are very vigilant when it comes to online fraud, so we like to take the extra time and care necessary to verify payments. When transactions occur in the middle of the night (we’re based in France/CET timezone), we sometimes have to verify the payments manually in the morning, hence the delay in receiving your ticket confirmation.
If you haven’t received your tickets after 24 hours, please do get in touch with us so we can find out if anything has gone wrong. We can be reached on the following page: www.trainline.eu/support
Please verify whether your tickets were successfully booked before you make another booking. We cannot accept responsibility for our customers accidentally making a double booking, so please be careful!