Payment Fails at Checkout

- Your bank may block the transaction as suspicious — check for an SMS or push notification asking you to confirm the payment - 3D Secure authentication can time out if you switch apps mid-process; complete the confirmation without leaving the browser tab - Some prepaid cards and virtual cards are rejected by the payment gateway — use a standard debit or credit card instead - Clearing saved autofill data for card details helps if the form is silently submitting outdated numbers

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PKP Intercity common issues

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Service info and troubleshooting

Website Fails to Load or Times Out: PKP Intercity's web platform occasionally becomes unresponsive during peak booking periods — typically before long weekends or holiday seasons. If the page hangs or returns a server error, start by clearing your browser cache and cookies, then reload. Switching to a different browser often resolves rendering issues caused by outdated cached scripts. If the problem persists across devices, the server may genuinely be under load — wait a few minutes and try again.
App Crashes on Launch or Freezes: The PKP Intercity mobile app can crash after a system update if the app itself hasn't been updated to match. Check the App Store or Google Play for a pending update. If the app is current but still freezes on the ticket search screen, uninstall and reinstall it — this clears corrupted local data that updates don't always overwrite.
Payment Fails at Checkout: This is one of the most common frustrations when booking online. Several things can cause it:

Your bank may block the transaction as suspicious — check for an SMS or push notification asking you to confirm the payment

3D Secure authentication can time out if you switch apps mid-process; complete the confirmation without leaving the browser tab

Some prepaid cards and virtual cards are rejected by the payment gateway — use a standard debit or credit card instead

Clearing saved autofill data for card details helps if the form is silently submitting outdated numbers
Login Errors in the Personal Account: If you can't log in to your account on the portal, first confirm you're using the correct email address — the system distinguishes between accounts created via different registration flows. A forgotten password reset usually resolves it, but the reset email sometimes lands in spam. If two-factor authentication is enabled and the code doesn't arrive, check your phone signal and wait up to two minutes before requesting a new code.
Search Returns No Results or Wrong Trains: When the connection search shows nothing for a valid route, it's often a date formatting issue or a station name mismatch. Type the station name slowly and select it from the autocomplete dropdown rather than typing the full name manually — the system can fail to match free-text input. Also verify the travel date is set correctly; the calendar widget sometimes defaults to the current day after a page refresh.
E-Ticket Not Received by Email: After a successful payment, the confirmation email should arrive within a few minutes. If it doesn't, check your spam folder first. Log into your account and navigate to your orders — the ticket is usually available there for download even if the email was lost. If the order doesn't appear either, contact support before attempting to book again to avoid a duplicate charge.