FAQ about purchasing Travelcards with SwissPass

Below you will find the most frequently asked questions and answers regarding the purchase of Travelcards in the ZVV app.

You can view and download a PDF version here (PDF, 140 KB).

What Travelcards can I purchase in the app and what do I need?

You can use the ZVV app to buy all personal ZVV and Z-Pass Travelcards. You need a valid SwissPass to buy Travelcards.

Can other tickets, such as single tickets, be loaded onto the SwissPass?

Yes, it is possible to use the app to load ZVV and Z-Pass single tickets and day passes on another person's SwissPass in case you are not travelling together. For example, parents can buy a ticket for their children and load it on their SwissPass so that they can then travel independently and without a smartphone (only with their own SwissPass).

Do I need to be connected to the internet to purchase a Travelcard?

Yes, you need an internet connection to purchase a travelcard.

Do I need to register to purchase a Travelcard?

No, you can buy a travelcard without registering. All you need to do is add a payment method and an email address for your purchase receipt. You will also need to enter your SwissPass customer number and postcode so that the Travelcard can be referenced on your SwissPass.

How do I pay for my Travelcard?

Before or during your first purchase in the app, you must register a valid credit or debit card (e.g. PostFinance card) or select one of the other available payment methods (e.g. TWINT or Reka) under 'Settings'. You can also purchase your Travelcard via invoice. Invoices are generated by the payment service provider CembraPay.

How do I obtain my Travelcard after buying it?

Your travelcard is stored electronically and centrally and is referenced on your SwissPass as soon as you buy it. The app will also display the Travelcard along with all of its validity details.

Can I renew an existing Travelcard in the app?

Yes, you will see your existing Travelcard if you have linked your SwissPass with the app. Click on ‘Renew’ to renew your travelcard in just a few steps.

Can I buy my Travelcard well in advance of its expiry date?

You can buy your Travelcard up to 60 days before it becomes valid.

Will I get a purchase receipt for my Travelcard?

Yes, a receipt (PDF) will be sent to the email address you provide. You can change the email address each time you make a purchase.

Why are Travelcards displayed in different colours?

Below is an explanation of the different coloured stripes on travel cards:

• Green: your Travelcard is valid.
• Yellow: your Travelcard is not yet valid.
• Red: your Travelcard has expired.

The exact details of the validity period appear as text.

What do I need to do during an inspection? Can I show my Travelcard in the app?

During an inspection, simply open the ZVV app on your phone and show the inspector the digital SwissPass, which you can open by clicking on the QR code icon at the bottom right of the home page. Thanks to SwissPass Mobile, the public transport services included in the SwissPass can also be presented with a digital device (a mobile phone with the latest Android or iOS operating system). To activate SwissPass Mobile for the inspection, you must first log in to your SwissPass account.

Of course you can still simply present your physical SwissPass card to an inspector.

How and when will I be reminded about the expiry of my ZVV Travelcard?

If you wish, we can send you a reminder by email or text message on the first and last day of validity (approximately one month in advance for annual cards and seven days in advance for monthly cards). Postal notification is also available on request. You can also activate push notifications on your mobile phone when you purchase the travelcard in the app.

You can manage the notifications in your customer account in the app or at www.zvv.ch. 

I have deleted the app and/or need to reinstall the app, will I be able to see my existing Travelcards?

When you delete the app from your phone, the data in the app is also deleted (but not your travelcard). Log in again or link your SwissPass again to see all your Travelcards and services again.

I have bought the wrong Travelcard or I no longer need it. What can I do?

In most cases, you can refund your Travelcard in the app. The refund will be credited directly to the payment method you used to buy the tickets. You will not be charged a reimbursement fee. In all other cases or if you have any questions about refunds, please contact ZVV-Contact at 0800 988 988.

The app is not working and I cannot buy a Travelcard. What can I do?

If you have any problems with the app, please contact our customer service ZVV-Contact by email at contact@zvv.ch or by phone on 0800 988 988.

Is my data secure when I use the ZVV app?

The ZVV only collects and processes data that is necessary for the use of the app and the purchase of a personal travel card. Your data is secure when you use the app. It is only passed on to third parties (transport companies and transport operators in the ZVV as well as external service providers) to the extent that this is necessary for the tasks they perform in connection with the operation of the app. No personal data or journey data is collected. More detailed information can be found in the General Terms and Conditions for the purchase and use of e-tickets (available at https://www.zvv.ch/zvv/en/allgemeine-seiten/agb-etickets.html) and in the ZVV Privacy Policy (available at https://www.zvv.ch/zvv/en/allgemeine-seiten/datenschutzerklaerung.html).

Valid as of June 2024