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Important: Your Deutschlandticket will only be activated at 3 a.m. on the 1st of the respective month, even if you have purchased it before then. Once payment has been successfully received, you can use your Deutschlandticket via the following applications:

• Via our App

  • Google Play Store

  • Apple Store

• Or display your ticket on your mobile phone without the app (open link on smartphone)

  • Apple Wallet

  • Google Wallet

This can have a few common reasons. Please check these four points, starting with the most common one.

1. You are logged in with the wrong account. 

This is the most common reason for a missing ticket, especially if you paid with Apple Pay or Google Pay. These services often auto-fill your purchase with a different email (e.g., your Apple ID or Google account email) than the one you expected to use.

• Solution: Please check your email inboxes for our order confirmation. The email address that received the confirmation is the only one linked to your ticket.

• Log out of the app.

• Log back in using the correct email address and the correct login method (e.g., if you bought with Google Login, you must log in with Google Login).

2. Your ticket is not valid yet (Timing). 

The system activates the ticket for the upcoming month at a specific time.

• Your ticket for the next month will only appear in the app on the 1st of that month at approximately 3 a.m.

• This also applies to the very first ticket you purchased, if you bought it for a future month.

3. You purchased your ticket from a different provider. 

Our app can only display tickets that were purchased directly from TicketPlus+. If you bought your Deutschlandticket from Deutsche Bahn, your local transport authority (e.g., BVG, MVG), or any other provider, it will not appear in our app.

• Solution: Please use the app of the provider where you made the purchase to display your ticket.

4. A payment has failed. 

If a payment for your subscription failed, no valid ticket could be issued for the month.

• Solution: Please log in to your account on our website (not the app) and check the "My Ticket" section for any failed payments or outstanding orders. Once the payment is settled, your ticket will be activated.

You can change the personal details (name or date of birth) on your ticket yourself, but please note that this change can only be made once and is irreversible.

You can make the change in two places:

1. In the TicketPlus+ App:

   • Open the app and go to the "Profile" tab.

   • Tap on "Edit Profile & Address".

   • Enter your correct name and/or date of birth and click "Save change".

2. On the Website (Web App):

   • Log in to your account on our website.

   • Go to the "My Account" section.

   • Click on "Update Profile"

   • Enter your correct name and/or date of birth and save the changes.

Important: Your old ticket will become invalid immediately after you save. The change will appear on your new, valid ticket within approximately 5 minutes. Please be very careful before confirming the change.

You can find your monthly invoices in your account, but you can also have them sent to you automatically.

1. Manual Download:

• Log in and go to "Orders and Invoices".

• Click on the order for the respective month.

• Click on "Options" and then "Download invoice".

• Note: The invoice is only generated after your ticket has been successfully issued.

2. Automatic Email Delivery: You can activate the option to receive every invoice automatically via email in your Settings. Tip: Please check your billing address before activating this!

Important Address Requirements: Please enter your full billing address in your profile before the first invoice is generated (it cannot be changed retroactively). 

Attention: Each line of your address (First/Last Name, Company, Street/No., Zip/City) must not exceed 35 characters.

You can easily change your email address yourself in your account on our website.

1. Log in to your account here using your current email address.

2. Once logged in, go to the "My Account" section.

3. Click on "Change E-mail" and enter your new email address.

4. Click on "Verify Email".

5. We will immediately send a confirmation code to your new email address.

6. Enter this code in the confirmation field to complete the change.

Your email address is now officially changed. Please remember to use this new email address the next time you log in to our website or the TicketPlus+ app.

What if I made a typo in my original email?

If you made a typo when you first registered and therefore cannot log in to change your email, please send a short message using the contact form. Our team will correct it for you.

First, check the cause. The most common reasons are insufficient funds or a missing security confirmation in your banking app. 

Note on security: Most banks require you to approve online payments immediately via Fingerprint, FaceID, or TAN in your banking app. Please have your app ready!

How to fix it:

• If this was your first purchase: Don't worry, no order has been created yet. Simply try the purchase process again and make sure to confirm the payment in your banking app immediately.

• If your monthly renewal failed: We have sent you an email with a payment link – simply click it to pay. Alternatively, log in to your account, go to "Orders and Invoices", and click "Pay now" next to the open order. Once paid, your ticket is valid again immediately ✅.

You are welcome to write to us a message here at any time. We will do our best to reply as quickly as possible. Please bear with us as we can only accept your request by message. This way we can assign you directly to your Deutschlandticket subscription. This is the quickest and most effective way to answer your request. For this reason, we unfortunately do not have a telephone number. However, we are currently receiving a lot of enquiries, which is why we need a little longer. For quick help in between, please browse through the FAQs.

Pausing is the flexible alternative to cancelling.

The Deadline: You can pause your subscription for the upcoming month until 24 hours before the end of the current month.

How to do it:

• In the App: Simply go to the D-Ticket start page and click the "Pause" button.

• On the Web: Go to "My Ticket" and select "Pause Subscription".

⚠️ Important Exception (First Month): If you bought your first ticket after the 10th of the month, you generally cannot pause for the immediately following month due to german tariff regulations.

No, unfortunately, that is not possible.

The Reason: Unlike buying clothes or electronics online, the statutory right of withdrawal does not apply to contracts for the transport of passengers (according to Section 312 (8) BGB). Since the ticket is digital and valid immediately upon issuance, it cannot be "returned."

What you can do: Even if you cannot cancel the current ticket retroactively, you can pause or cancel your subscription for the upcoming month (taking into account the applicable deadlines).