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Paid for pass but never received a confirmation - how fast is support?

  • July 4, 2026
  • 11 replies
  • 69 views
B

Hi,

Do you guys know if Eurail support will answer on a Saturday?

Got a bit an urgent issue, I ordered tickets on the website but after paying I got an error “payment could not be processed”. Can happen…but my bank account haa been deducted ;(

planned to travel tomorrow morning already

Thanks all

Ben

Best answer by rvdborgt

Support staff is available during weekends.

First wait half an hour or so and also check the Order overview in your Eurail account (or Interrail account if you indeed live in the Netherlands). If the order was successful, your order will be in there, with the pass number you need for the Rail Planner app.

11 replies

R
Railmaster
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  • rvdborgt
  • Railmaster
  • Answer
  • July 4, 2026

Support staff is available during weekends.

First wait half an hour or so and also check the Order overview in your Eurail account (or Interrail account if you indeed live in the Netherlands). If the order was successful, your order will be in there, with the pass number you need for the Rail Planner app.

Please ask questions in the community and not via a private message. That's the quickest way to get a response. I don't work for Eurail/Interrail.
    B
    • Benza
    • Author
    • Right on track
    • July 4, 2026

    Hi,

    Good to hear thanks. 
    unfortunately it’s not there, ordered more than a an hour ago now. Got an error after paying and I still had the pass on my checkout but the money has been deducted :(

    Will wait for their answer,hope it will be quick

    Thanks

    D
    Full steam ahead
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    • Danhiel
    • Full steam ahead
    • July 4, 2026

    ​@Benza 

    Thy money is probably not deducted. This is only a reservation and it will disappear in a few days if Eurail doesn’t confirm the debit. On most banking apps, this is possible to see the difference between a reservation and a definitive booking. But it could impact future payments if you don’t have enough money or credit. 

    The information I provide may contain errors and are not official responses from Eurail/Interrail.
    B
    • Benza
    • Author
    • Right on track
    • July 4, 2026

    ​@Danhiel unfortunately it has been deducted. It was not a credit card reservation but a payment from Ideal/Wero and these are immediate…money is gone

    D
    Full steam ahead
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    • Danhiel
    • Full steam ahead
    • July 4, 2026

    ​@Benza In this case a refund will certainly be made, automatically or after a contact with the customer center. Otherwise Eurail would have a mismatch in the accounting if no pass was issued. It is technically impossible to solve such issues instantly, a special process called reconciliation is needed.

    The information I provide may contain errors and are not official responses from Eurail/Interrail.
    R
    Railmaster
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    • rvdborgt
    • Railmaster
    • July 4, 2026

    If payment on the Interrail website doesn't work, then you can also buy your pass elsewhere, e.g. at https://allaboard.eu/interrail.

    Please ask questions in the community and not via a private message. That's the quickest way to get a response. I don't work for Eurail/Interrail.
    B
    • Benza
    • Author
    • Right on track
    • July 4, 2026

    ​@Danhiel thanks but understand that I am not thrilled of having spend 1400€ (family of 4) for “nothing”

    paying again means quite some money up front, what if it happens again?

     

    ​@rvdborgt thanks never heard of those guya

    A
    Railly clever
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    • AnnaB
    • Railly clever
    • July 4, 2026

    My friends had the same problem 2 years ago and they contacted Interrail customer service and got the money back rather quickly. 

    Please note that I don't work for Interrail/Eurail and that I don't reply to personal messages.
    B
    • Benza
    • Author
    • Right on track
    • July 4, 2026

    Ok they did answer, thanks. Last minute holiday stress… :)

    error on their side. Happens but it does suck as its quite a large sum of money…did happen to me once but it was for a 10€ reservation.

    thanks all and have a good day.

    D
    Full steam ahead
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    • Danhiel
    • Full steam ahead
    • July 4, 2026

    ​@Benza 

    Did you receive a refund immediately or only a confirmation of the error on their side?

    The information I provide may contain errors and are not official responses from Eurail/Interrail.
    B
    • Benza
    • Author
    • Right on track
    • July 4, 2026

    ​@Danhiel just a confirmation…kinda sucks it’s a large sum of money. They should get another payment supplier

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