I’m frustrated

Website pop error message during the payment. no confirmation number here.

Hi, two hours ago, I booked ticket on the website but website pop error message during the payment. Currently, I didn't receive any ticket comfirmation informaiton but the payment seem to be done by credid card. what else I can do?
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  • Jeff (Official Rep) December 23, 2014 18:58
    Hello,

    I would recommend that you call us at 1-800-622-8600 or 1-847-916-1028 to verify if your order went through.

    If it didn't go through, then nothing would have been charged to your credit card and the payment you see is just a 'pre-authorization hold'. With pre-authorization holds, no actual funds are deducted.

    When an order is attempted on the internet, a pre-authorization hold is put on the credit card just to verify the funds. However, this does not mean that any actual funds are charged until the order is able to be confirmed on our end. Rest assured, pre-authorization holds are the standard for any internet transaction and typically drop off after just a few days.

    If you still see pre-authorization holds reflecting on your account after several days, you would call us at 1-800-622-8600.

    We would not have charged you if we weren't able to fulfill your request.
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  • Hi Jeff
    We cannot confirm if our order is done because none of any information or history existed in my raileurope account. as to the phone number you provided, it always want us to leave message. I will leave for Spain tomorrow and need to get a way for confirming if the order is done or we need to book ticket again on the website.
    Do you know where we can make sure the order confirmation with 100%?
    Thanks a lot
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  • Jeff (Official Rep) December 24, 2014 15:14
    You would call us. The first two numbers I provided are to our call center, so you would not be prompted to leave a message. To verify if your order went through, you would call one of those numbers during business hours. Our current hours are generally 9:00 AM to 7:30 PM ET; however, today we close at 6:00 PM ET due to the holiday.
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