Mobile Tickets

  • Purchasing and paying for a Mobile Ticket
    • What is a Mobile Ticket?

      A Mobile Ticket is a ticket generated in the form of a two-dimensional (2D) barcode directly on your smartphone or tablet via the SNCB app. The text version of all the information needed for your journey is found below the 2D barcode. Security information applicable at the time of booking is also found there.

      A Mobile Ticket includes the following information:

      • The updated time (hour, minute, second) in real time (dynamic component)
      • The two-dimensional (2D) barcode
      • The selected fare
      • The number of travellers
      • The travel class and type of journey selected (single, return, outbound, inbound)
      • The date of travel
      • Departure station
      • Destination station
      • Date and time of purchase
      • Inspection code 1
      • Inspection code 2
      • Price code
      • Ticket number
    • How can I purchase and pay for a Mobile Ticket?
      Via the SNCB app (available only for iPhone, iPad and Android). To use the SNCB app, you need to have an iPhone, iPad, Android smartphone or tablet and download the free app from the App Store or the Google Play Store. Search for 'SNCB' and you'll find the app immediately. The only methods of payment accepted are Visa, MasterCard and American Express credit cards.
    • Where can I find the NMBS/SNCB app?

      Find the app for Android in the Google Play Store.

      Find the app for iPhone/iPad in the App Store

      Search for 'SNCB' and you will find the app straight away.

    • Why do I need to fill out my date of birth at the time of purchase?

      The date of birth of the main traveller is required when purchasing a Mobile Ticket. This information is not retained by SNCB but is used to generate certain security codes. We therefore request that you enter the correct date of birth, especially if purchasing a ticket for somebody else. Using an incorrect date of birth will generate an invalid security code and the traveller will not hold a valid ticket.

    • I don’t have a credit card. Can I purchase a Mobile Ticket?

      NO, currently payment is only possible by Visa, MasterCard and American Express credit cards.

    • I would like to choose a different payment method.

      Payment is accepted using Visa, MasterCard and American Express credit cards. After the encryption of your credit card data, you have the option of saving your data. The next time you make a purchase, you will need only to enter your security code.

    • I want to purchase a Mobile Ticket for next week. Is that possible?

      YES, Mobile Tickets can be purchased for travel up to 30 days in advance.

    • Is it possible to make a return trip with a Mobile Ticket?

      YES, there is nothing wrong with that. You will receive a Mobile Ticket for each fare selected. If you purchase a return ticket for the same day, the Mobile Ticket is valid for both the inbound and outbound section of your journey. If you purchase an "online" weekend ticket and you select different days for the inbound and outbound section of your journey, you will receive a Mobile Ticket for each day of travel valid only on the stated date.

    • Can I choose any rate if I purchase a Mobile Ticket?

      NO, some SNCB products include third-party services (for example B-Excursions or travel by bus to Charleroi airport). These third parties do not have the equipment/information needed to check SNCB Mobile Tickets and cannot therefore use them.

    • Is a Mobile Ticket more expensive than other tickets?

      NO, a Mobile Ticket is sold at the same price as a ticket purchased online through our website, at an automatic ticket machine or at the ticket office.

    • Who is the main traveller?

      The main traveller is the traveller whose date of birth is entered when purchasing the ticket. The date of birth of the main traveller must be entered correctly or the Mobile Ticket will not be valid.

    • Can I purchase a Mobile Ticket for several people?

      YES, you may purchase Mobile Tickets for up to 6 people in a single transaction. All persons travelling must travel in the same travel class, on the same route and be with the main traveller at the time of the ticket check. Fellow travellers may obtain different fares. In such a case, a Mobile Ticket will be issued for each fare. Each traveller must personally be able to provide evidence of entitlement to a fare reduction.

    • May I purchase a Mobile Ticket for someone else?

      YES, it is possible. You may purchase the Mobile Ticket for use by another person. When purchasing the ticket, ensure that any user data entered corresponds to that of the main traveller in accordance with the terms and conditions. In practical terms, you must ensure that you enter the date of birth of the main traveller and not your own and that the Mobile Tickets are delivered directly to the main traveller's smartphone or tablet.

    • Can I purchase a class upgrade as a Mobile Ticket?

      NO, it is not possible to purchase a class upgrade using a Mobile Ticket.
      Ideally, you should purchase a class upgrade at the ticket office or automatic ticket machine. If you wish to purchase a class upgrade onboard the train, you will be charged the onboard fare effective as from 1 February 2015 (class upgrade + € 7 supplement).

    • How long does it take to order a Mobile Ticket?
      Enter your travel data, verify the data and proceed to payment. Normally, a purchase via smartphone/tablet only takes a few minutes. If you have already purchased tickets, you can purchase similar tickets even faster by clicking on the "Make an identical purchase" button.
    • How long does it take to receive a Mobile Ticket?

      Our systems are designed to assist you as quickly as possible. As soon as we receive your payment, confirmation of your purchase and your Mobile Ticket will be generated in the app. The Mobile Ticket will be stored in the "Ticket Overview" section and the details can be viewed by clicking on the "Show Details" button. If within 5 minutes of receiving the confirmation of purchase, your Mobile Ticket does not appear in the "Show details" section, contact SNCB by telephone on 02/528.28.28. The operators can check the status of your purchase.

    • Can anyone purchase a Mobile Ticket?

      YES, anyone with the capacity to make online payments (smartphone or tablet) can purchase a Mobile Ticket, if they are aged 18 years or over and are legally authorised to make purchases online through the SNCB app.

  • Travel with a Mobile Ticket
    • Can anyone travel with a Mobile Ticket?

      NO, to travel with a Mobile Ticket, the main traveller MUST have proof of identity and a smartphone or tablet. Both the eID and the smartphone/tablet must be in good condition. The guard carrying out the onboard ticket check can ask the main traveller to show proof of identity so as to verify inspection code 1. The inspection code is generated on the basis of the date of birth (if the main traveller is not carrying eID, orally stating his date of birth will suffice).

    • Can I purchase a Mobile Ticket and then forward it to a friend?

      NO, a screenshot of a Mobile Ticket transferred to a third party is NEVER valid. The Mobile Ticket always shows the current time (dynamic component) and must be clearly visible during the check.
      A Mobile Ticket must be presented by the main traveller on the smartphone/tablet used when purchasing it. The main traveller is the traveller whose date of birth is entered when purchasing the ticket.

    • May I quickly purchase a Mobile Ticket if I'm already on the train?

      NO, all travellers must have a valid ticket BEFORE boarding the train. The same is true for holders of a Mobile Ticket. So purchase your Mobile Ticket in time!

    • Why do I need proof of identity?

      We use your proof of identity to check your ticket. In the course of a normal ticket check, no personal data are kept. If problems occur during the check, your personal data will be used to fill in an Irregularity Report (Form C170).

    • My fellow travellers don't have proof of identity. Is this a problem?

      YES, during a check of various tickets, only the main traveller is required to show proof of identity to the guard. However, if your fellow traveller is entitled to a specific fare reduction (possibly on grounds of age), that person is required to show the necessary evidence.

    • Can my 11-year old son travel on his own with a Mobile Ticket?

      YES, a child with Kids-ID with a functioning chip can travel with a Mobile Ticket. However, we recommend this solution only where the child is able to use a smartphone/tablet correctly. To prevent any problems during the check, it is important to explain the guidelines for using Mobile Tickets to the child beforehand.

    • Can I travel with someone else’s proof of identity?

      NO, the main traveller must always carry his personal proof of identity at the moment of the ticket check. The Mobile Ticket cannot be used when a faulty date of birth was given for the main traveller during the ordering process. Please make sure you fill in the correct data for the main traveller when ordering your ticket.

    • Can I travel in all of Belgium with a Mobile Ticket?

      YES, the Mobile Ticket can be used to travel between 2 train stations in Belgium.

    • Can I travel abroad with a Mobile Ticket?

      NO, Mobile Tickets are exclusively for travel between 2 train stations in Belgium, for national travel on SNCB trains.

    • Can I travel with a print of the email purchase confirmation?

      NO, the confirmation e-mail does not constitute a ticket. It is merely confirmation of your purchase. You may use your booking references when contacting the SNCB Helpdesk or Customer Service if you encounter problems when making a purchase or subsequently.

    • I can’t travel after all. May I use my Mobile Ticket on another day?

      NO, a Mobile Ticket is valid only on the date stated. A Mobile Ticket is also non-refundable.

  • Check Mobile Ticket
    • Do I need to hand over my smartphone/tablet during the ticket check?

      NO, you need only allow the guard to read your Mobile Ticket. This means that the screen must be correctly illuminated and you may need to scroll down so that the text of the Mobile Ticket is clearly readable and the guard can access the necessary information. If your screen is dirty or damaged and therefore the Mobile Ticket is not readable, it may render the Mobile Ticket invalid.

    • Do I need to hand over my proof of identity during the ticket check?

      YES - if you have a Belgian eID - in order to calculate certain security data, the guard must be able to read certain data stored on the chip of your eID by using his ticket machine.

      No - if you do not have a Belgian eID - in order to calculate certain security data, the guard must enter your date of birth in accordance with your proof of identity into his ticket machine.

    • I have received multiple Mobile Tickets. Which do I show?

      If you purchased Mobile Tickets for several people travelling on different fares, you will receive a separate Mobile Ticket for each fare selected. Each Mobile Ticket will be inspected separately by the guard.

  • Problems when purchasing or on the road
    • My smartphone/tablet is out of battery. What do I do?

      If you want to travel using a Mobile Ticket, you need to ensure that your smartphone/tablet is working and that it has sufficient battery. You must keep your ticket until you have reached your destination so that you can present it to the guard when requested to do so. If you are unable to present your Mobile Ticket during a ticket check because your smartphone/tablet is out of battery, the guard will fill in an Irregularity Report (Form C170). You may continue with your journey with this Irregularity Report (Form C170).

      If you want to avoid paying the sum set out in the Irregularity Report (Form C170), you should contact SNCB Customer Services as soon as possible and provide them with proof of the original purchase. Fixed administrative costs may be applied to your request to put your purchase in order.


    • My smartphone/tablet isn't working, it was stolen or I lost it. What do I do?

      As with problems involving the battery of your smartphone/tablet, the guard will fill in an Irregularity Report (Form C170) so that you can continue with your journey.

      If you want to avoid paying the sum set out in the Irregularity Report (Form C170), you should contact SNCB Customer Services as soon as possible and provide them with proof of the original purchase. Fixed administrative costs may be applied to your request to put your purchase in order.


    • I accidentally erased my Mobile Ticket. What do I do?

      As with problems involving the battery of your smartphone/tablet, the guard will fill in an Irregularity Report (Form C170) so that you can continue with your journey.

      If you want to avoid paying the sum set out in the Irregularity Report (Form C170), you should contact SNCB Customer Services as soon as possible and provide them with proof of the original purchase. Fixed administrative costs may be applied to your request to put your purchase in order.
    • I don't have proof of identity with me, it is in bad condition, has been stolen etc. What do I do?

      You may present any document establishing your identity or, alternatively, disclose your identity orally. If you refuse to do so, the guard will fill in an Irregularity Report (Form C170) so that you may continue with your journey.

      If you want to avoid paying the sum set out in the Irregularity Report (Form C170), you should contact SNCB Customer Services as soon as possible and provide them with proof of the original purchase. Fixed administrative costs may be applied to your request to put your purchase in order.
    • I have received no email confirmation after my purchase. What do I do?

      This e-mail is not required for travel. If you receive your Mobile Ticket correctly you can travel without problems. You haven't received your Mobile Ticket correctly? In this instance, contact the SNCB Helpdesk by telephone on 02/528.28.28.

    • I have purchased and paid for a Mobile Ticket, but have received nothing. What do I do?

      If you encounter a problem when purchasing your Mobile Ticket, contact the SNCB Helpdesk by telephone on 02/528.28.28. Our operators can verify whether your purchase has taken place correctly. If the purchase is not completed, you can start the process again.

      Please be aware that the Mobile Ticket is generated within the app. If the purchase has taken place correctly but you haven't received your Mobile Ticket, it is likely that there is a connection problem. Verify your internet connection and return to the "Ticket Overview" menu, click on the ticket in question and then the "Show Details" button. Each time you click on the "Show Details" button, a connection with the server is established in order to generate your Mobile Ticket.
    • I have a problem with my purchase and the help desk is closed. What do I do?

      Inform the guard BEFORE boarding the train. The guard will fill in an Irregularity Report (Form C170) so that you may proceed with your journey. If you want to avoid paying the sum set out in the Irregularity Report (Form C170), you should contact SNCB Customer Services as soon as possible and provide them with the original proof of purchase. NO administrative fees will be charged to verify your request to put your purchase in order if it is apparent that your Irregularity Report (Form C170) was filled in outside of normal SNCB Helpdesk operating hours.

    • I have received an Assessment Form C170. What do I do?

      If you encounter one of the aforementioned problems during a check or if your Mobile Ticket is not valid for another reason (for example different journey, no entitlement to the fare reduction, unjustified occupation of 1st Class etc.), the guard will fill in an Irregularity Report (Form C170) in respect of your situation. You have been able to complete your journey but have been requested to go to one of our stations within a certain time-limit.

      If you disagree with the Irregularity Report (Form C170) or don't want to pay the sum set out in the Irregularity Report because you have a valid ticket but you were not able to provide proof to the guard that you had purchased a Mobile Ticket, contact SNCB Mobility Customer Service.

      Complete the contact form and enter the number of the Irregularity Report (Form C170) under the "File number" section. We require certain data provided by you when purchasing your Mobile Ticket: identity of the person making the purchase/payment (if you haven't purchased your ticket yourself), identity of the main traveller (if you are merely a fellow traveller) whose date of birth has already been asked for. Cite the OPA number and booking number on the confirmation e-mail received following purchase. We will contact you as soon as possible.

    • After choosing the means of payment, I get the error message "Name unknown" or "Wrong name".

      Our payment system basically only recognizes the standard alphabet. If your name has accents or special characters such as the German umlaut ü or the Spanish Ñ, we recommend you replace these with letters from the standard alphabet in the name data of your MySNCB account. If you don’t do this, we cannot guarantee correct processing of your transactions.

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