My payment is not working! Why?
Check your email inbox or the tickets section of your account to see if your booking was successful.
You can of course always contact us to confirm whether a payment has been made. Though pl ease do not make another purchase until you have confirmed whether your reservation was successful or not.
Which rail operator are you travelling with?
If you are having trouble with the 3D Secure payment verification, please click here for more information.
SNCF, Thalys, Eurostar, Renfe-SNCF, Lyria, SNCB, NS, SBB or CFL Reservation
You might have entered an incorrect expiry date, security code or you have insufficient funds in your account. There is also a high chance that your bank is blocking the transaction.
It is very likely that your bank is preventing the transaction if you are certain that you have sufficient funds and have entered the correct information. Many banks will prevent international payments (we are a French company, based in Paris) as a fraud prevention measure. In this case you need to give your bank a call to tell them that you’re attempting a payment with a foreign company and that they need to validate it. Once your bank has been informed, you can try to make the payment again and it should be successful. If not, feel free to get in touch with us and we’ll try to help!
Deutsche Bahn Reservation
Unfortunately there are some tricky parameters for Deutsche Bahn payments and a variety of factors that can cause a payment to fail.
If your payment fails please pay close attention to the advice that we provide in the error message. This should fix the problem.
On some occasions you may see the following error message:
This means that there is a platform error in the payment system of Deutsche Bahn. Normally Deutsche Bahn will fix this error within a few minutes. However, it can sometimes take longer and last a few hours. We strongly recommend waiting and trying your payment again later. Alternatively, please try to book via www.bahn.com.
You may also receive a payment authorisation on your bank account. This can appear look to like an actual payment charge, however, it is is only an authorisation and your payment card or PayPal account has not been debited. Instead the authorisation has been cancelled from our end. It will then also disappear from your bank account/statement once your bank has recognised the cancelled authorisation. This generally can take between a few hours up to 1 - 2 weeks depending on how long it takes your bank to recognise the cancelled authorisation.
Please click here to read our detailed article for a more comprehensive explanation of how a cancelled payment authorisation works.
If the problem persists or you need further help, please get in touch with us here: trainline.eu/support
OUIGO has very strict payment conditions and only accepts credit cards that were issued in the following approved countries. If your credit card was not issued in any of these countries then it will not be possible to book a OUIGO ticket. These are OUIGO’s conditions of payment that we are unfortunately unable to challenge.
Instead we would recommend that you try to book a SNCF or OUIBUS ticket instead. This may mean that you have to choose a different departure station e.g. Lyon Part-Dieu instead of Lyon Airport.
Andorra, Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, French Polynesia, French Southern Territories, Germany, Greece, Guadeloupe, Hungary, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Monaco, the Netherlands, New Caledonia, Poland, Portugal, Slovakia, Slovenia, Spain, St Pierre and Miquelon, Sweden, Switzerland, United States and United Kingdom.
Trenitalia, Thello or Italo Reservation
If you have received a payment error that details that your card cannot be verified, it means that we could not secure your card for payment. This sometimes happens due to a variety of factors. Please contact us on the following page to let us know that you could not pay. We are almost always able to fix this issue: www.trainline.eu/support
Unfortunately there are some tricky parameters for OUIBUS payments and a variety of factors that can cause a payment to fail. If your payment fails please pay close attention to the advice that we provide in the error message. This should fix the problem.
If you are stuck and unable to make your payment after following the instructions provided in our error message, please contact us via the following page and we will do everything possible to help out quickly: trainline.eu/support