FAQ about purchasing tickets
We have compiled the most frequently asked questions and answers about the ZVV app for you below.
You can view and download a PDF version here (PDF, 100 KB).
What kind of tickets can I buy with the app?
With the ZVV app, you can buy personal, non-transferable ZVV and Z-Pass tickets, as well as tickets for all other transport networks in Switzerland and tickets from the National Direct Service (NDV). All ZVV and Z-Pass tickets (except ZVV zone upgrades) are also available as multi-journey tickets, which can be used up to six times and are up to 10% cheaper than single tickets.
Do I need to be connected to the internet to buy an e-ticket?
Yes, you need an active internet connection to purchase a ticket.
Where and how can I buy my e-ticket in the app?
You can buy e-tickets directly after checking the timetable for your desired route. If you want to buy a ticket without checking the timetable, you can do so in the Ticket Shop under "Tickets" in the "Recent purchases" section. ZVV and Z-Pass multi-journey tickets are available in the shop under "Multi-journey tickets".
Do I need to register to use the app?
No, you can use the app without registering. All you need to do is select a payment method. When you buy a ticket, you will also be asked to enter your name and date of birth to personalise the ticket.
Can I add my Travelcard or Half-Fare Travelcard to the app?
Yes, you can add your SwissPass if you are the main user of the app. This means that your Travelcard and/or Half-Fare Travelcard will be automatically recognised when you buy tickets. In the event of a ticket inspection, you only need to show your e-ticket on your phone – there is no need to present your physical Half-Fare Travelcard or SwissPass separately. For travel companions, you can manually enter their Half-Fare Travelcards with their details or add their SwissPass. The Travelcard and/or Half-Fare Travelcard will then automatically be taken into account for the other passengers.
How do I pay for my e-ticket?
Before or during your first purchase via the app, you will need to register a valid credit or debit card or select one of the other available payment methods (e.g. TWINT or Reka) under "Settings" in your customer profile. You can also pay for your e-ticket by invoice or with your Half-Fare Travelcard PLUS. Invoices are issued by the payment service provider CembraPay.
How do I obtain my e-ticket after paying for it?
All e-tickets are stored electronically and centrally by the ZVV. As soon as you have purchased an e-ticket or validated a multiple-journey ticket, it will automatically appear in the app on your mobile phone.
When do I have to buy my e-ticket?
You must have a valid ticket before the transport departs. The purchase must be completed before departure and, in the case of multi-journey tickets, you must have validated your card before departure. If your purchase or validation is delayed and completed after departure, the e-ticket will be deemed invalid by a ticket inspector and you will be deemed to be travelling without a valid ticket.
How can I ensure that I buy my e-ticket on time?
When purchasing or validating your e-ticket, please note that a weak network connection (e.g. EDGE, E, GPRS) may cause delays. We therefore strongly recommend that you purchase or validate your e-ticket before boarding, at the stop or at the station.
Can I buy my e-ticket in advance of starting my journey?
Yes, you can choose when your e-ticket is valid and purchase it up to 60 days in advance. Once a multi-trip ticket is validated, it will remain valid for the period stated on the ticket. National Direct Service tickets are valid either from the time of purchase or from midnight on the chosen calendar day.
Can I buy tickets for my companions, dog or bicycle through the app?
Yes, you can purchase up to nine tickets of the same type in one transaction or validate a multi-journey ticket for more than one passenger, including dogs and bicycles. For groups of ten or more, group tickets can be purchased online via the zvv.ch ticket shop or at the ticket counter. Please note that your companions (including dogs and bicycles) must travel with you at all times, otherwise they will be travelling without a valid ticket.
Can I transfer or forward my e-ticket to someone else?
No, e-tickets are personal and non-transferable. They cannot be transferred to other mobile devices. However, you can buy tickets for other people, such as your children or family members, and load them directly onto their SwissPass so that they can travel independently with their own SwissPass.
Can I get a purchase receipt for my ticket?
Yes, if you wish to receive a separate receipt for each ticket purchase, you can have the receipt (PDF) sent to you by email by selecting this option in the app's settings. You can disable email delivery at any time. If you are logged in, you will also find all receipts available for download in your profile.
Do I need to enter my point of departure and destination each time I buy a ticket?
No. While you can buy a ticket using the timetable or route search, you can also buy a ticket using the quick selection in the shop.
Why do I see different coloured strips on the e-tickets?
The coloured strips indicate the status of your e-ticket:
- Green: Your e-ticket is valid.
- Orange: Your e-ticket is not yet valid.
- Red: Your e-ticket has expired or been refunded.
Details of the validity period of the e-ticket are displayed as text within the coloured strip.
What do I need to do during a ticket inspection?
Simply open the app and display your e-ticket by pressing the QR code button in the bottom right-hand corner of the home page. If you have purchased more than one ticket, swipe left to view the other tickets.
If you have not linked your SwissPass to the app, you must present other tickets (e.g. your Half-Fare Travelcard) along with your e-ticket. If requested, you must hand over your mobile phone to the ticket inspector for verification.
What happens if I cannot show my ticket to an inspector?
If you are unable to produce a valid personal e-ticket that was purchased before departure (e.g. due to a dead phone battery), the inspector will take your personal details. This will allow the collection centre to verify your ticket at a later date. In this case, only an administration fee will be charged for the subsequent checks and no additional surcharge will be applied. However, if you have not purchased a ticket prior to departure, you will be considered to be travelling without a valid ticket and a surcharge will be charged in accordance with the applicable fare regulations.
I have deleted the app or had to re-install it. Can I recover tickets that I have already purchased?
If you were logged into your account when you made the purchase, your tickets, multi-trip tickets and any other data in the app will be restored when you log in again on another device or after you have reinstalled the app.
However, if you purchased as a guest and the app is deleted from your device, all e-tickets will be permanently lost and cannot be recovered.
I bought the wrong ticket or have not used my ticket. What can I do?
You can get a refund for e-tickets and multiple-journey tickets directly in the app before they become valid. The refund will be credited to the original payment method. No reimbursement fee will be charged.
In all other cases, please contact our customer service team ZVV-Contact by phone at 0800 988 988 or via email at contact@zvv.ch. If a refund is still possible, ZVV-Contact can process it for you immediately. Please note that you must quote the Ticket ID with each request and that the refund will be calculated on the basis of the fare.
I have lost my mobile phone and am worried that someone might use my registered payment method in the ZVV app. What can I do?
In general, it is your responsibility to ensure that your mobile phone is protected against unauthorised use. We strongly recommend that you take appropriate security measures, such as activating your phone's security code and enabling password protection within the ZVV app. You can configure a password in the app under "Settings".
If you lose your phone, we recommend that you take the following steps immediately:
- Contact your mobile provider to block your number
- Contact your card provider to freeze your payment method
The app is not working and I cannot buy a ticket. What can I do?
If you are experiencing issues with the app, please contact our customer service ZVV-Contact at 0800 988 988 or via email at contact@zvv.ch.
Is my data secure when using the ZVV app?
Yes, your data is secure when using the ZVV app. TThe ZVV only collects and processes data that is necessary for the use of the app and the purchase of a personal Travelcard. Data is only passed on to third parties (such as transport companies and operators within the ZVV and external service providers) if this is necessary for their specific tasks in connection with the operation of the app. No personal data/travel data is collected.
Valid as of October 2024