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SL App ticket - Activation

I have been try to ask questions about activating my online app ticket from SL. I emailed SL customer service and they never responded. We purchased through their app on May 19th, a 7-day SL ticket. It says to Activate by 18 July 2024. When we activate the ticket online as requested on the app, is that when the 7-day period begins? We arrive in Stockholm on July 27. Or will the 7-day period begin when we use public transportation on July27? Thank you

Posted by
5687 posts

I can answer part of your question, but hopefully a local will come along and confirm or further explain.

1) Once you activate the ticket, your 7 day period begins. You should activate the ticket when you arrive just before your first journey.

2). This is the part I am not sure of. It looks like you bought your ticket too early. Here is what the SL app says under its terms and conditions

When you have purchased a ticket or credit (Sw. reskassa) on sl.se, you must personally download the ticket or credit for the SL Access card within 60 days. You can do this at a barrier, on a bus or using any other SL Access equipment. After 60 days, you can no longer download your ticket or credit. In this case, SL automatically repays the amount paid to the credit card used for the purchase.

Posted by
12 posts

Thank you so much for answering my question. This information was not easily seen in the English language on the app. I just hope that I get a reimbursement for our tickets that are not used. How long do you think it will take for SL to reimburse my tickets? Do I need to contact SL to get a reimbursement? I hope not since they never respond to my emails.
Thanks,
Merle Froshman

Posted by
5687 posts

I don’t know the answer for sure so am posting some additional info from the T&Cs. I haven’t purchased tickets via the app and my last visit to Stockholm was pre-pandemic and they’ve replaced the SL Access card which used to be how you stored tickets.

I found a subsequent section in the T&Cs which is specific to tickets bought in the app. The excerpt below is in the app under Terms and Conditions / Part 1 / Section 2.8:

Period tickets purchased via the SL app do not start automatically when you buy them, instead you can choose either to activate the period ticket right away or to save it in the app on your mobile phone for a later occasion. In the app there is a function that enables you to start the period ticket yourself. You must start the period ticket within 60 days from the date of purchase, after that you can no longer use the ticket. If you do not start the period ticket within 60 days SL will attempt to pay back the amount that you paid for the period ticket, and in that case this amount is transferred to you – either to your credit card or via Swish, depending on what payment method you used when you made the purchase.

If you don’t get an answer via email from Customer Service and you don’t get a credit back to your card, you could go in person after you arrive. Locations are here.
https://sl.se/en/in-english/help-contact/visit-sl-customer-services-kundtjanst

I’m hoping that one of the regular posters who live in Sweden (Badger) might be able to confirm this info or better clarify.

Posted by
12 posts

Great information. I will see what happens.Thank you for your quick response.

Posted by
6656 posts

As far as I can tell Laura is correct. And I think you will get an automatic refund once the ticket expires. If not, visit one of their customer service locations when you arrive.