What should I do if I receive a fine even though my mobile Pass is valid?

There is a small possibility of receiving a fine despite having a valid mobile Pass. In the unfortunate event that this does occur, we ask that you note down all details from the specific journey and train, make screenshots of your ticket, fine, and reservation (if applicable), and get in touch with our Customer Service team as soon as possible. They will be able to assist you further.

You can reach our Customer Service team in the Rail Planner app. In the app, click "More" and then scroll down and click "Chat." Explain the problem to our Train-E service, and after answering a few questions, your request will be sent to Customer Service.