Purchasing and payment via the SNCB app (iOs and Android)
How do you purchase products?
Travelling with a ticket bought through the App
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.
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. No administration fee will be charged.
You can show the inspector any document that proves your identity. If you don’t have any such document on you, 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.
Reporting a problem
Inform the conductor before boarding the train. The conductor will issue a Statement of irregularity (document C170) so you can travel.
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. No administrative fees will be charged to verify your request to remedy your situation if it is apparent that your Statement of irregularity was issued outside of Customer Service’s normal business hours.
The train conductor has issued you a Statement of irregularity that allowed you to continue on your journey and has asked you to go to a ticket counter at an SNCB train station within 14 calendar days (including the date of issue) to rectify your situation.
If you would like to contest the Statement of irregularity and avoid paying the associated cost because you had purchased a valid ticket but were not able to produce it during the inspection, please contact the Customer Service using this form. Carefully fill in the form, enter the number of the Statement of irregularity C170 in the “Dossier number” section and do not forget to attach the initial proof of purchase. We will get back to you as soon as possible.