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Tickets

What is an Online-Ticket?

Online-Tickets means tickets available for purchase on the ÜSTRA Webshop and in the ÜSTRA app. The device (smartphone / tablet / PC) in use must have Internet access to allow for electronic payment and the issuing of the ticket. These processes are not performed on the local device, but on central servers.
The pricing of Online-Tickets is the same as for tickets purchased on the ticket vending machines or at the in-store partners.

Which tickets can I purchase on the Web shop, which ones in the app?

On the ÜSTRA Webshop, short trip tickets, Single and Day Tickets for children and adults are available, including group tickets. In the ÜSTRA App additionally offers access to multi-trip tickets (single and day), monthly tickets for adults, seniors and young people, as well as additional products for holders of the Deutschlandticket. To purchase multi-trip or mobthly tickets, a registration is required.

Why is it not possible to purchase multiple tickets of the same kind at once?

Online-Tickets are personalised – each ticket is inscribed with the name of its holder. Each ticket is created individually, which is why the relevant information (validity begin, starting stop or station, name) must be entered individually.

How can I use the mobile app to access tickets purchased on the web shop?

If the tickets are purchased with a login to the user account of the ÜSTRA Webshop, the same login information can be used in the ÜSTRA app. All valid tickets for this user account are downloaded immediately. When purchasing ticket without a login on the ÜSTRA Webshop, it is only possible to print them, they cannot be transferred to the mobile app.

How can I print tickets which were purchased on the mobile app?

If tickets are purchased with a login to the user account in the ÜSTRA app, the same login information can be used to log in to the ÜSTRA Webshop, where you can download and print the valid tickets. Please note: this is only possible for tickets which are available on both the ÜSTRA app and the ÜSTRA Web shop. Online-Tickets which are exclusively available in the ÜSTRA app can not be downloaded and printed.

How long in advance can I purchase Online-Tickets?

On the ÜSTRA Webshop or in the ÜSTRA app, short trip and single tickets can be purchased up to 2 days in advance, day tickets up to 14 days in advance, and monthly tickets up to 30 days in advance.
Please note: On multi-trip tickets, each "segment" is valid immediately after activation.

How can I purchase an Online-Ticket for another person?

To personalise an Online-Ticket for another person, de-select the "ticket is for me" option in the ticket's detail view and select "the ticket is for someone else" in the ÜSTRA app and omn the ÜSTRA Webshop. Please note: in the ÜSTRA app, the ticket remains associated with the user account or device it was purchased on, meaning that it cannot be transferred to another user account.

How can I obtain an invoice for my Online-Tickets?

The ticket itself is the invoice, this is the same as for a physical paper ticket. When purchasing an Online-Ticket, a confirmation is sent to you via email with a list of all tickets ordered in this recent purchase. This email messag also contains a link to allow for a download of the order confirmation. If you have registered for a user account, all order confirmations are available for download up to one (1) year after purchase. Please note: and order confirmation is not a ticket or ride entitlement, nor is it an eligible tax document.

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Additional passengers and transports of animals and bicycles

Does my ticket permit for additional passengers and/or transport of animals or bicycles?

The conditions for additional passengers on one ticket and/or transport of animals or bicycles are published in the PDF document "Allgemeine Beförderungsbedingungen und Tarifbestimmungen" (only available in German). Said document is the foundation for all information given in less formal wording on the tickets and informational documents, such as these FAQ.

Which ticket is required to take other people / a dog / a bicycle with me?

A Day Ticket for Groups ("Tageskarte Gruppe") allows for a group of up to 5 adults or children to use all (suburban and regional) trains, trams and buses of the ÜSTRA partners in the selected tariff zones for the selected day, until 5:00 a.m. on thhe next day.

For an adult to travel all day with a group of up to 10 children no older than 14 years (German school grade 8), the Day Ticket for Groups of Children ("Tageskarte Gruppe Kind") is a great choice. The adult is however required to have their own ticket.

To take a dog with you, a Single Ticket for Children ("Einzelkarte Kind") or a Day Ticket for Children ("Tageskarte Kind") is required, if the dog is too large to sit on your lap.

Transport of 1 bicycle is mostly free in tariff zones A-C, however exceptions apply: between 6:30 a.m. und 9:30 a.m. and 15:00 (3:00 p.m.) and 19:00 (7:00 p.m.) no bicycles are permitted on trams and busses at all. On suburban and regional trains, you need to have an additional ticket during said times - valid are a Single Ticket ("Einzelkarte") for 1 tariff zone, or a Day Ticket ("Tageskarte") for 1 tariff zone, or a monthly ticket ("Monatskarte") for tariff zones B-C (regardless which of the 3 tariff zones you are travelling in) — depending on your individual frequency of travel, you are free to choose the most cost-effective ticket.

Time of dayBus & TramRegional & Suburban trains
00:00 - 06:30 free transport of 1 bicycle in tariff zones A-C
06:30 - 08:30 no bicycles permitted additional ticket for bicycles required
08:30 - 15:00 free transport of 1 bicycle in tariff zones A-C
15:00 - 19:00 no bicycles permitted additional ticket for bicycles required
19:00 - 24:00 free transport of 1 bicycle in tariff zones A-C

Please note: wheelchairs and strollers/prams always have priority over bicycles - if the bus or the train is too full, there is no entitlement for bicycle transport - in case of doubt, it's the drivers' or stewards' decision that is to be respected.

A limited allowance is granted to subscribers of Monthly Tickets ("Monatskarten") and Job Tickets: Monday to Friday, starting at 19:00 (7:00 p.m), as well as on weekend days (Sat & Sun) and federal or national holidays, through 5:00 a.m on the next day, up to one (1) adult and up to three (3) children (under the age of 14 years) or a dog instead of one adult or child, are permitted to travel with the ticket holder in tariff zones A to C (limited by the tariff zones of the subscribed ticket).

The Deutschlandticket (D-Ticket) alone does not permit for additonal passengers.
On the ÜSTRA App, purchasing the available add-on ticket "Monatskarte D-Ticket plus" will entitle its holder to the aforementioned limited allowance.

What do I need to consider / pay special attention to when purchasing a ticket to take other people / a dog / a bicycle with me?

The person to whom the ticket is issued must be able to identify by an official document (ID, Passport, Drinving License - all must have a photo). When purchasing a ticket for a dog, please enter "dog" as first and family name, or "bike" when purchsing a ticket for bicycle transport.

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Registration / Account

Do I need to register when purchasing a ticket?

Registration, i.e. creating a customer account, is not required in general. However, on the ÜSTRA app, only a limited selection of tickets will available. Without a customer account, you can only use Paypal for ÜSTRA web shop payments, and Paypal or Apple Pay (iOS) or Google Pay (Android) on the ÜSTRA app.
For receiving a Deutschlandticket (D-Ticket) as a mobile ticket, you also need to have a customer account on the ÜSTRA app.

How do I register, and is this free of charge?

Registration is free of charge.
A customer account can be created anytime witout a purchase, or while checking out. With your e-mail address and password, you may subsequently log in to the ÜSTRA app as well as the ÜSTRA Web shop. Please note: An Online-Ticket purchased without a registration will not become available or accessible in a customer account created after that purchase.

What are the benefits of registering?

With a customer account, you are able to purchase all tickets, including multi-trip and monthly tickets, on the ÜSTRA app. Your account is available for login from any device running the ÜSTRA app as well as the ÜSTRA Web shop, gving you access to all currently valid tickets. Getting the ticket is a lot faster as you don't have to re-enter your data. The Deutschlandticket (D-Ticket) is also provided via the ÜSTRA app.

What happens to my personal data?

The ÜSTRA Web shop is maintained by ÜSTRA AG.
ÜSTRA will ensure a safe and careful handling of your personal data, a subset of which is only transferred to the required partners to enable the payment and ticket generation processes.
The privacy policies are published here and here (German version only).

How do I delete my account?

You can delete your account at any time, after looging into the ÜSTRA App or the ÜSTRA Web shop. Your personal data is anonymised, i.e. overwritten with random data. If there are data which is required to be preserved due to legal requirements for a limited time, they will be deleted automatically after the time has expired.

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Payment

How can I pay for Online-Tickets?

When purchasing tickets without a registration, Paypal is the only available payment method on the web shop. In the ÜSTRA App, you can use Paypal, or Apple Pay (iOS), or Google Pay (Android) to make a purchase without registration.
As a registered user, you can also use credit cards (American Express, MasterCard, VISA) for payment.

Who or what is Logpay?

Logpay Financial Services is a Germany-based payment provider, ensuring correct payment transactions on behalf of ÜSTRA.

How do I set up and delete a payment method in my account?

After logging into your account on the ÜSTRA web shop, there is a navigation item "Means of Payment" in the "My Account" menu - go there to add or remove your preferred payment method.

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Contact information

How do I get support when experiencing issues with the ÜSTRA mobile app or during my ticket purchase?

The ÜSTRA Service Center will assist and support when users are facing issues with the ÜSTRA mobile app or the ÜSTRA web shop:
ÜSTRA Service Center
Karmarschstr. 30/32
30159 Hannover
Phone: +49 511 590 9000
E-Mail: info@uestra.de

There is also a support contact form available which lets you upload attachments (e.g., screenshots of error messages) - please select "ÜSTRA App" from the "Your concern" selection field.

How do I get support for questions regarding payments made or reserved (i.e., blocked or pre-notified) due payments?

All payments are managed by external service provider Logpay Financial Services on behalf of ÜSTRA:
Logpay Financial Services
Schwalbacher Straße 72
65760 Eschborn
Phone: +49 6196 8012 702
E-Mail: mobility@logpay.de

Logpay also provides an FAQ area: kundenservice.logpay.de/en/

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