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Frequently Asked Questions (FAQ)



Registration/Logging in/Account

• How old do I have to be to register with the VGN online shop?

• Why can't I log into my account?

• How can I delete my account?

Obtaining tickets

• What is a printed ticket?

• What is a mobile ticket?

• Can mobile tickets also be printed out and can printed tickets be displayed on a smartphone?

• How much does it cost to have tickets sent?

Ticket use

• Why can printed tickets and mobile tickets only be used with an identity document which includes a photograph?

• Can printed tickets and mobile tickets be purchased in advance?

• Can printed tickets and mobile tickets also be purchased for other people?

• How far in advance can I purchase a mobile ticket or a printed ticket?

• Is it possible to purchase several tickets at the same time?

• I have purchased my ticket on a PC and now want to display it on my smartphone. How do I do it?

Mobile-APP

• For which mobile operating systems is there an app?

• What is the name of the app for the VGN mobile ticket?

Semester ticket

• Where can I find information about the semester ticket?

• Why do I have to register in the VGN online shop?

• Why do I have to give my personal details (such as my enrolment number)?

• Why can't I register even though I've entered my first and family names, date of birth and enrolment number correctly?

• What is a CAPTCHA?

• Why can't I select my university from the product selection?

• Can I purchase an additional ticket after booking a basic ticket?

• How can I show that I am entitled to use the semester ticket when the ticket is inspected?


Making payments

• What means of payment can I use?

• When will the booking price be debited from my account?

• Who are LogPay Financial Services GmbH?

• If I pay by credit card what does the MasterCard SecureCode or Verified by Visa mean?

• How do I get a receipt for my printed and mobile tickets, if I need one for tax purposes, for example?

Ticket inspections

• What happens if I can't show my valid mobile ticket (e.g. because my mobile device isn't charged or the display isn't working correctly)?

• Do I need access to the internet to load my ticket for an inspection?

• When is the latest time by which I must have purchased a mobile ticket?

Fare

• How long is my day ticket valid for?

• I want to take my bicycle with me. What do I have to do?

• What is a network pass?

• What is a zone ticket?





Registration/Logging in/Account

How old do I have to be to register with the VGN online shop?

You can register with the VGN online shop from the age of 16.
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Why can't I log into my account?

You could try logging in at "My VGN" on the vgn.de website. Please make sure you are using the correct web page for the VGN online shop account at shop.vgn.de .
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How can I delete my account?

To delete your account please send us a short email to verkauf@vag.de.
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Obtaining tickets

What is a printed ticket?

Printed tickets can be printed out on your own printer immediately after they have been booked. Printed tickets must be printed out. It is not possible just to show them to a ticket inspector using a mobile device (such as a smartphone or tablet).
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What is a mobile ticket?

Mobile tickets can be shown on a mobile device. Mobile tickets can be purchased in two different ways:

  • In the VGN online shop. Go to "Print out ticket or display ticket on mobile phone" At the end of the booking procedure, choose "display ticket on mobile phone". The mobile ticket can then be stored locally on the smartphone.
  • Using the "VGN Journey Planner & Tickets" mobile app. The tickets are automatically downloaded to the app (provided that you are logged into your account).

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Can mobile tickets also be printed out and can printed tickets be displayed on a smartphone?

To begin with tickets are purchased in the same way, whether they are printed tickets or mobile tickets. It's only once you have completed the purchasing procedure that you need to decide whether your ticket should be printed out or displayed on your mobile. This is important because printed tickets and mobile tickets look different from each other. Nonetheless, you can always log in to your customer account after the first download, go to "My bookings" and print out your ticket again or download it to your mobile.
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How much does it cost to have tickets sent?

As day tickets, holiday tickets and weekly and monthly tickets for FAU and OHM students are also available as printed tickets or as mobile tickets they cost 3 euro to book and send. The same applies to multi-trip tickets. These are available as single printed tickets and mobile tickets at the discounted multi-trip ticket price. In all other cases, the cost of sending tickets differs according to price: we make a flat charge of 2 euro for bookings worth up to 30 euro; tickets booked for 30 euro or more are sent at no charge.
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Ticket use

Why can printed tickets and mobile tickets only be used with an identity document which includes a photograph?

Printed tickets and mobile tickets can be printed out any number of times or displayed on several different mobile devices at the same time. The name and date of birth of the ticket user is therefore shown on the ticket to make sure they are only used by the authorised person. If the tickets are inspected during the journey you will need to show the ticket and an identity document which inclues a photograph.
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Can printed tickets and mobile tickets be purchased in advance?

It depends on the type of ticket. Single tickets are always valid as soon as they have been purchased. The validity period for day tickets can be selected. As a rule, tickets can only be purchased up to 31 days in advance.
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Can printed tickets and mobile tickets also be purchased for other people?

Yes. When you book a ticket, select "The ticket will be used by somebody else" under "Personalisation" and then enter the ticket user's data.
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How far in advance can I purchase a mobile ticket or a printed ticket?

As a rule, VGN tickets can be purchased up to 31 days in advance. We recommend that you only purchase printed tickets and mobile tickets shortly before you use them, as they cannot be exchanged.
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Is it possible to purchase several tickets at the same time?

Yes, it is! Please remember, however, that if you purchase several tickets using your mobile app, all the tickets will be personalised for the same person, i.e. this person will need to be present whenever the tickets are used. If tickets are purchased on the online shop, they can be personalised for different people.
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I have purchased my ticket on a PC and now want to display it on my smartphone. How do I do it?

Simply log in with your smartphone or any other mobile device to your account at shop.vgn.de You can view the tickets which are currently valid or which will be valid in the future under "My bookings". Your valid tickets are automatically placed under "Tickets" in the "VGN Journey Planner & Tickets" app.
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Mobile APP

For which mobile operating systems is there an app?

There are mobile apps for iOS, Android and Windows Phone. These can be found in the stores.
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What is the name of the app for the VGN mobile ticket?

The mobile ticket has been integrated in the "VGN Journey Planner & Tickets" VGN information app.
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Semester ticket

Where can I find information about the semester ticket?

Information about the semester ticket can be found at http://www.vgn.de/en/students
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Why do I have to register in the VGN online shop?

You can only download the semester ticket again or display it for as long as it is valid if you are registered. You can do this by logging in with your personal access data in the "VGN Journey Planner & Tickets" app or in the online shop. The ticket can be displayed under "My bookings" or in the app under "Current tickets".
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Why do I have to give my personal details (such as my enrolment number)?

This information is compared with the data on your university's database. This is a way of checking your entitlement to the semester ticket. When you are booking a ticket you will be asked for your permission for the data to be compared (name, first name, date of birth, enrolment number).
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Why can't I register even though I've entered my first and family names, date of birth and enrolment number correctly?

The university data for verifying your registration may not be correct. Please ask your university for the right data.
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What is a CAPTCHA?

A CAPTCHA is a challenge which can easily be solved by real people. The point of a CAPTCHA is to determine whether or not the user is human. Spam robots are sometimes used to place junk mail in databases.
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Why can't I select my university from the product selection?

When you select different semester periods you can choose between FAU and OHM/EVHN semesters. Each university is shown in brackets after the abbreviations for the summer or winter semesters. It is important to select the correct semester period because this is what the selection of possible universities is based on.
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Can I purchase an additional ticket after booking a basic ticket?

Yes, you can still buy an additional ticket after you have booked the basic ticket. The additional ticket always includes the basic ticket as well.
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How can I show that I am entitled to use the semester ticket when the ticket is inspected?

The semester ticket can be used as a printed ticket or mobile ticket in combination with an identity document with a photograph. This means that when your ticket is inspected you must also show an identity document which includes a photograph. You cannot use your student ID for this purpose.
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Making payments

What means of payment can I use?

You can either use the SEPA direct debit procedure or pay by credit card.
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When will the booking price be debited from my account?

If you use the direct debit procedure the relevant amount is debited once a day. This means that if you make several bookings in a single day, the total daily amount will be debited from your account in one go. If you pay by credit card, each ticket booking is debited separately. This means that if you make several bookings in a single day, each ticket will be debited from your account separately.
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Who are LogPay Financial Services GmbH?

Logpay Financial Services GmbH is our service provider. This company is responsible for handling all payments for the VGN online shop.
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If I pay by credit card what does the MasterCard SecureCode or Verified by Visa mean?

These are both 3D Secure schemes which are used to protect against the unauthorised use of your credit card when you make an online booking. These schemes can only be used if they are supported by your credit card issuer. If these schemes are supported, you will be automatically linked through to your bank's website to make the payment. If you use Verified by VISA or MasterCard SecureCode with an activated card, you will be linked directly through to your card issuer's website where your personal greeting will appear and you will be asked to confirm the payment amount using your personal PIN. Confirmation of payment is given once the PIN number has been successfully verified by your bank. If you use Verified by VISA or MasterCard SecureCode and your card has not been activated, you will also be linked directly through to your bank's website where you can register for all future transactions with the bank which has issued your card. On the bank website you will be asked to identify yourself by answering the basecurity questions. You will then be asked to specify a freely configurable PIN and personal greeting for future use. The rest of the procedure is the same as that used by customers with activated cards. If you have any questions about the 3D Secure scheme you should contact the bank which has issued your card.
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How do I get a receipt for my printed and mobile tickets, if I need one for tax purposes, for example?

You can display any previous bookings under "My bookings" as soon as you have logged on to the VGN online shop and can then print out a receipt for one or several bookings.
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Ticket inspections

What happens if I can't show my valid mobile ticket (e.g. because my mobile device isn't charged or the display isn't working correctly)?

If this happens our ticket inspectors will not be able to know whether you have a valid ticket will not. You will then be given a complaint note. But don't worry, you won't have to pay a higher fare. All you need to do is to bring the complaint note to our customer centre within the stated time limit. You will then be asked to pay a small handling fee.
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Do I need access to the internet to load my ticket for an inspection?

No, you don't have to be online in order to show your ticket, provided you have used the app to buy it. If you have purchased your ticket from the website you will have to save the ticket on your smartphone.
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When is the latest time by which I must have purchased a mobile ticket?

You must purchase your mobile ticket before you board or, at stations, before you cross the barrier to the platform.
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Fare

How long is my day ticket valid for?

Day tickets are valid until 3 o'clock in the morning of the following day, or until the Nightliner service stops for the night.
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I want to take my bicycle with me. What do I have to do?

You have to buy a ticket for a bicycle. Bicycles can, in principle, be taken on all trains/buses. Unfortunately, during commuter travel times (between 6 and 8 o’clock in the mornings from Monday to Friday), you cannot take a bicycle with you on regional trains which do not have a multipurpose carriage (identified by a bicycle symbol) or the light rail system. Go to www.vgn.de for more information about taking your bicycle on a train. (http://www.vgn.de/en/bicycle-transport)
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What is a network pass?

Many fixed-period tickets are only valid for one person. The passport photograph on a network pass provides clear proof of the person using the ticket. The network pass also defines the geographical area in which the ticket may be used. Go to www.vgn.de for more information about the network pass. (http://www.vgn.de/en/networkpass)
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What is a zone card?

The free zone card defines the area in which a MobiCard is valid. Go to www.vgn.de for more information. (http://www.vgn.de/en/zonecard)
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