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FAQ about the MobileTicket

I have a question regarding the MobileTicket!

The most important and most frequently asked questions regarding the VBN MobileTicket we have compiled for you.

General Questions

You need an Internet-enabled mobile telephone with Android or iOS operating system, as well as the latest version of the VBN FahrPlaner app. An online connection is required to download the app via conventional download platforms, and to purchase your mobile ticket. If you don’t have an Internet flat rate, your mobile service provider may charge data usage costs. You also need a VBN customer account, which you can register for via the following menu item: My MobileTicket or the app.

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The following option is available for loading the app to your mobile phone free of charge:

Simply enter the keywords “VBN FahrPlaner” in the search bar, go to the VBN FahrPlaner app, and install it.

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No, the VBN FahrPlaner app is provided free of charge. However, you may incur charges in the form of connection fees as a result of downloading the VBN app/ticket.

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Questions about registration and the purchase process

To buy a mobile ticket, you need to register (once only) at the following menu item: My MobileTicket or via the app. You can then buy the desired ticket in the app, either directly through the “Tickets - Buy ticket” menu or from the connection search. For direct purchases, select your desired ticket type, and enter your point of departure and price category. When purchasing from the connection search, enter the point of departure and destination in the app’s connection search, and then select your desired ticket type. Once the purchase process is complete, the ticket is loaded directly onto your mobile. It is not possible to purchase/save tickets on conventional PCs, including laptops or similar.

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To purchase a VBN mobile ticket, you need the VBN FahrPlaner app. You also need to be over 18 and therefore of legal age. When first purchasing a VBN mobile ticket, you will be asked to register free of charge with your personal details, a valid email address and a password (this must be at least 8 characters long, and contain one lower case, one upper case and at least 3 different character groups). You must also state your desired payment process. To do this, either follow the app’s “Sign up” menu navigation, or register at the following menu item: My MobileTicket. This is a one-off process, and does not need to be repeated for subsequent mobile ticket purchases.

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You may purchase the following tickets as a VBN mobile ticket:

  • SingleTicket
  • SingleTicket for Kids
  • ShortTripSingleTicket (BSAG)
  • DayTicket (1, 2, 3, 4, 5 Adult(s))
  • ExtensionTicket
  • ExtensionTicket Child, Pupil, Apprentice
  • 1st Class Surcharge SingleTicket
  • 1st Class Surcharge SingleTicket for Kids
  • Day-BikeTicket (price level I, A ,B, S)
  • Day-BikeTicket (entire network area)
  • Night lines surcharge
  • Night ticket
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The mobile ticket is available for all price levels, just like the paper tickets. It is valid on all VBN buses and trains.

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The mobile ticket prices are identical to paper ticket prices when purchasing via machine, sales outlet, kiosk or from crew.

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The VBN mobile ticket is valid as soon as the purchase process is complete. It cannot be purchased in advance for a later date. You can, however, save your desired ticket to your favourites so you can access and book it quickly when it’s time to travel. The mobile ticket must be visibly downloaded on your mobile before boarding the vehicle.

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Once purchased, your VBN mobile ticket will be loaded directly onto the VBN app. You can find it in the “Tickets - Purchases/Valid” app menu. The purchased mobile ticket can also be accessed offline.

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No, tickets ordered on mobile end devices cannot be returned, revoked or cancelled.

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Questions about the payment process

You can pay conveniently and cashlessly via direct debit or credit card. In the case of direct debits, the amount is deducted from your account. When paying by credit card (Visa, Mastercard or AmericanExpress), the relevant amount is automatically charged to your credit card account.

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This is a German financial service provider contracted by the VBN to process payment transactions relating to VBN mobile tickets.

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An overview of your purchased mobile tickets is available for printing in the VBN customer portal via the following menu item: My MobileTicket. You will also receive an email confirmation after every purchase process. Print-outs are not recognised as a valid ticket.

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The account and/or credit card information provided can be changed on the VBN homepage (desktop), as well as on the FahrPlaner App [scheduling app]. 

You can log into your customer account on the VBN homepage at www.vbn.de/mymobileticket and enter the new payment information under "payment method". The app displays the previously saved payment method during the order process (you must be logged in on the app). The previously saved payment method will be displayed at the top. After selecting "SEPA Direct Debit Mandate, Select & Replace" or the applicable credit card icon in the lower menu "Payment Methods Accepted", you can enter your new information. After the entry has been saved, the current payment method will be replaced or can be deleted by activating the edit function.

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Questions about ticket checks

Show the inspector your mobile phone with the VBN mobile ticket opened on the screen, and, upon request, your official ID photo. The mobile ticket is not valid without an ID photo. The mobile ticket is available offline in the “Tickets - Purchases/Valid” app menu once the purchase process is complete. You therefore do not need mobile reception during the ticket inspection.

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If the ticket cannot be proven during a check as a result of the phone being lost or unable to function (e.g. as a result of technical problems or flat battery), this is classified as riding without a valid ticket.

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Organisational questions

No, every VBN mobile ticket is personalised and therefore non-transferable. When using a day ticket for more than one person, the person registered as the user on the ticket must always be travelling.

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You may purchase VBN mobile tickets for persons travelling with you by entering the name of the respective ticket user during the purchase process. In the event of a ticket inspection, the mobile tickets saved under “Tickets - Purchases/Valid” must be shown individually, and the respective ticket user’s official ID photo is required. When using day tickets for more than one person, the person registered as the user on the ticket must always be travelling.

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If you change phones, you need to re-install the VBN mobile ticket app, just like any other app. You will still be able to access it using your usual email address and password. If applicable, mobile tickets still valid are reloaded at each login, and can thus be retrieved and used under the “Tickets - Purchases/Valid” menu item.

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No, you log into the VBN FahrPlaner app independently from the mobile phone or SIM card used by entering your email address and password. Your personal settings and booked tickets are then loaded.

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Questions about security

You can manage your details and security question in the VBN customer portal at the following menu item: My MobileTicket. You can request a new password on the customer login page.

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In this case, please change your password in the VBN customer portal as soon as possible via the following menu item: My MobileTicket to prevent unauthorised ticket purchases. Please also keep in mind to change passwords of further applications on your mobile phone.

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We guarantee careful handling of your personal data, which we only forward to the relevant service providers for the purposes of technical processing and billing. Personal order data is collected, processed and used in accordance with the German Federal Data Protection Act (BDSG). Throughout the entire order process, all data is protected by a secure online connection between the customer’s end device, the connected computer, and the downstream systems connected to this.

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Formular für die Fahrplanauskunft

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