I bought a DSB ticket and cannot see it
In short
The money is gone but no ticket is in sight. Usually it is simply not where you are looking: a ticket bought in the app and a ticket bought on the website arrive in different places.
The important thing is to sort it out before you step into the carriage. The DSB rule here is short and strict: having a valid ticket before boarding is the passenger’s duty.
If the ticket never turns up, they can send it again. There is a phone number for exactly this, and nothing extra is charged — you pay only for the ticket itself.
a ticket bought in the app never arrives by e-mail — and the other way round
Does this apply to me?
Yes, if you bought a DSB train ticket — in the app or on dsb.dk — and cannot find it. This does not cover buses and the metro: they have their own rules and .
Steps
First remember where exactly you bought it
This decides everything. A ticket arrives where it was bought and nowhere else — looking for it anywhere else is wasted effort.
bought it on the website — check your spam folder too: DSB itself warns that the mail often ends up there
Do not board the train while you have no ticket
This is the most expensive mistake in the whole situation. Until the ticket is in front of your eyes, it does not exist for the inspector.
DSB puts it plainly: having a valid ticket before you board the train is the passenger’s responsibility. Not the ticket office’s, not the app’s, not the inspector’s. "But I paid" does not save you here — a ticket you can show does.
money taken from your account is not yet a ticket. Without one you risk a [[kontrolafgift|kontrolafgift]]
You can show the ticket from something other than your phone
If your phone is flat or the app will not open, DSB lets you show the ticket from a computer, a tablet or another smartphone.
One condition: the ticket must be visible and easy to read. A blurred screenshot or a barely working screen is already a risk.
Still no ticket — call them
This is the route DSB provides, not a last resort. They can find your ticket and send it again.
if the train is about to leave — call, do not write
If you have the ticket but the inspector will not accept it
That is a different situation, and it is not settled on the spot. Arguing with the inspector leads nowhere — it is not for them to decide whether the fee is fair.
Take the , keep the ticket and the proof of payment, then appeal in writing to DSB. They are the ones who look at whether the ticket was valid.
How to pay for travel and what it costs →What you will need
- Proof of payment — a statement or a message from your bank
- The e-mail address you entered when buying on dsb.dk
- The ticket itself, if it did turn up after all
Danish words you will see
- Kontrolafgift
- The fine for travelling without a valid ticket, issued by an inspector on board.
- Basiskort
- The travel card that replaced the old Rejsekort. It comes as a personal card for 50 kr. and an anonymous one for 80 kr.
- Zone
- Denmark charges by zones, not kilometres. The price depends on how many zones you crossed.
Common mistakes
- Looking in your e-mail for a ticket bought in the app. A ticket bought in the app arrives in the app, under "Dine rejser". Only what you buy on dsb.dk is sent by e-mail.
- Boarding the train because "the money went out anyway". The duty to hold a valid ticket before boarding lies with the passenger. A payment is not a ticket.
- Waiting for an answer to an e-mail right before the train. DSB answers written enquiries within up to 10 working days. Before a journey only the phone helps.
- Arguing with the inspector. They cannot cancel the fee. The appeal goes to DSB in writing, after the journey.
Need to talk to a human?
DSB tickets are DSB’s business, and only DSB settles questions about them. Borgerservice and the municipality cannot help with this.
Where to turn and what to say →Where this information comes from
- Checked against sources: 23.09.2026
- Sources: DSB — where to find your ticket ("Dine rejser") and what to do if it is missing, DSB — tickets from the app and from dsb.dk: PDF by e-mail, the spam filter, showing it from another device, DSB — kontrolafgift: a valid ticket before boarding is the passenger’s responsibility
This is an explanation in plain words, not legal advice. The final word always belongs to the authority. How we check
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