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No email confirmation from Renfe for tickets

Posted by on

I have a Renfe account from previous travel but didn't realize I wasn't currently logged in when booking some new tickets for next month, so those tickets I booked aren't attached to my existing account. That wouldn't normally be an issue, except that after getting to the confirmation page I didn't print the tickets or save the localiser number anywhere, thinking that I was logged in and it would be attached to my account. No big deal, I'll just look at the confirmation email...... except there is no confirmation email (and yes, I did put in my email correctly). I've definitely also gotten confirmation emails from them in the past, but maybe that's because I was logged in at the time of purchase. There is a charge on my credit card so the tickets have been purchased. But without a confirmation email or localiser number I seem to have no way to access the tickets. I tried to research online and I saw a couple people who said you can go to the ticket machine and use the credit card that purchased the tickets to retrieve the tickets via the machine. I'm willing to give it a shot but the idea of not knowing for sure will stress me out until the time comes. Has anyone done this before? Is it pretty clear on the machine how to retrieve previously purchased tickets?

I tried to contact Renfe online but their online contact page isn't working. I don't speak Spanish and the customer phone number doesn't seem to have an English option. I messaged them on social media as a last resort but haven't gotten a response. I'd love to be able to get it sorted before the trip but at this point I'm not sure it's going to be an option without being able to contact them.

Posted by
1139 posts

Have you checked your Spam?

I was quite surprised earlier today when Palau de la Musica email and tickets ended up there. First Spanish website to send me anything that ended up there.

Good luck - sorry I can't help with your suggested work around. No experience.

Posted by
7 posts

Yeah, it’s not in my spam and I’ve searched every other folder as well. The email I used was even the same email associated with my Renfe account, but I guess because I wasn’t logged in there’s no way to connect them without the localiser number.

Posted by
7 posts

For what it’s worth, the Renfe website says this: “What if I cannot view or print the ticket I purchased? You can print your ticket on the self-service machines found at the stations or request it by providing the credit card number with which the purchase was made on the online sales information phone at 91 919 05 04.”

But the wording of that makes me think you would need the localiser number to use at the machine but the credit card number can be used over the phone. But the localiser number is the thing I don’t have so I’m hoping the credit card number will also work at the machine. I’m just going to have anxiety about it with no confirmation whatsoever lol.

Posted by
1139 posts

From the website:
"If you are not registered, you can enter the number of the credit card used to purchase the ticket at the auto check-in machines and print it. In other cases, you can call the online sales information phone at 91 919 05 04."

https://www.renfe.com/es/en/help/faqs/ticket-purchasing

Expand the question "What happens if I lose my purchase code or locator?" toward the bottom of the page. The version I found seems to be a variation - helpfully clarification - of the instructions you referenced above.

Good luck!

Posted by
7 posts

Ahh thank you, that eases my mind a lot! I’ll probably still have anxiety about it until I have the tickets in my hands lol, but good to know that it doesn’t seem to be that uncommon of a problem.

Posted by
6 posts

I also bought tickets without my Renfe account earlier this month and never received an email confirmation. Fortunately, I printed the tickets but appreciate the advise below regarding printing with the credit card. Thank you for sharing.

Posted by
1 posts

Did the plan to input credit card / confirmation number at a self-service kiosk at the station the day of the train end up working successfully?

Posted by
7 posts

I did try one of the ticket machines at Atocha but I couldn’t see any place to use the credit card number to retrieve tickets, it just kept asking for the localiser number. I ended up going to the Renfe customer service office at the station and they were able to pull up the reservation and print the tickets. So it all worked out, it was just kind of frustrating.

Even stranger is that the day before the trip I got a reminder email from Renfe with the time and seat numbers and information about the trip….. but still no localiser number! It was somewhat reassuring, like at least I had confirmation that I did in fact have tickets lol, but the lack of any communication that included the localiser number seems like a big oversight on Renfe’s part.

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