Contact

If you need help with playing your mobile ticket, we have tips and instructions on our help page that are sure to help you.

• help page

In the event that you have a German semester ticket and even the “help page” did not solve your problem, please contact us using this contact form:

• contact form

Changes to your bank account information, mailing address, email address, or phone number can be easily made through the ABO Online Portal.

To ensure that the changes are processed in a timely manner, they should be entered by the 10th calendar day of the previous month.

To change your bank account information outside of the online subscription portal, please use the “Change of Bank Account Information” (only in german) form.

Name Change

In the event of a name change, please submit appropriate proof (e.g., a copy of your ID) to the Subscription Center.

Contact Information:

• S-Bahn Berlin GmbH, Subscription Center, P.O. Box 90 01 13, 12401 Berlin
• Subscription Contact Form
• Questions regarding your subscription can be directed to the Subscription Information Hotline at 030 297-43555.

This policy applies to passes with a VBB-fahrCard, particularly to existing VBB Umweltkarte passes.

To change the fare zone during the term of the pass, you must submit a new pass application.

How to apply for the change

1. Download and fill out the pass application form.
2. On the application form, select the option “Änderung des bestehenden Abonnements" (Change to an existing subscription).
3. Submit the application to an S-Bahn Berlin sales officeno later than the 10th calendar day of the previous month.

Contact Information

The Subscription Information Hotline is available:

• Monday through Friday: 6:00 a.m. to 10:00 p.m.
• Saturday, Sunday, and holidays: 7:00 a.m. to 9:00 p.m.
• Phone: 030 297-43555

A company ticket can only be used if there is a corresponding cooperation agreement between the employer and S-Bahn Berlin.

Requirements for Companies

• A contract can be signed with as few as 5 participating employees.
• Companies can express their interest without obligation and receive guidance on preparing the contract.

Contact for Companies
Companies can contact S-Bahn Berlin:

• Phone: +49 (0)30 297-43696
• Email: S-Bahn.Berlin.Firmenticket(at)deutschebahn.com
• Mailing address:
  S-Bahn Berlin GmbH
  Abo-Center
  Postfach 900113
  12401 Berlin

Ordering for Employees
The exact ordering process will be announced after the cooperation agreement between the employer and S-Bahn Berlin has been finalized.

Further Information
Detailed information about the company ticket can be found on the S-Bahn Berlin website:

Information about the company ticket

It is possible to check the validity of a VBB-fahrCard (electronic ticket). Using the customer terminals installed at any S-Bahn Berlin or BVG customer service centre.

If your VBB-fahrCard (chip card) is lost or stolen, you can apply for a replacement card at an S-Bahn Berlin customer service center. At the same time, the lost or stolen VBB-fahrCard will be deactivated.

A fee of 10 euros is charged for issuing a replacement card.

Questions regarding the VBB-fahrCard and season tickets can be directed to the Season Ticket Information Hotline at 030 297-43555.

Cancel a Subscription

You can easily cancel a subscription through the online subscription portal Abo-Online. Alternatively, you can submit your cancellation in writing.

Contact Information:

• S-Bahn Berlin GmbH, Subscription Center, P.O. Box 90 01 13, 12401 Berlin
• Subscription Contact Form

For subscriptions with a minimum contract term, additional fare charges and processing fees may apply if the subscription is canceled before the end of the agreed-upon term. The respective fare and contract terms of the subscription you purchased apply.

An existing VBB-fahrCard (chip card) does not need to be returned and may be destroyed on your own.

Questions regarding the subscription can be answered by the Subscription Information Hotline at 030 297-43555.

Translated with DeepL.com (free version)

Do you have any questions about operation or content on our website sbahn.berlin or our Android/Apple Apps?
Please do not hesitate to contact us with comments, praise or criticism regarding our digital offers:

Our customer dialogue will be happy to assist you on number +49 (0)30 297- 43333 or simply use our online form:  Contact form

Please inform yourself about the regulations of the public transport tickets within the VBB transport authority network before you travel. If you have any additional questions, simply contact a customer service employee at +49 (0) 30 297-43333.

Information about the options available when buying from a ticket machine are available at: S-Bahn ticket machine

If you have any further questions, comments or complaints about ticket machines and validators, please contact us using details provided below. If you experienced any problems with a ticket machine or validator, please include the machine's ID number.

• Phone: +49 (0) 30 297-43696 (6 a.m.-10 p.m. on Mon-Fri; 7 a.m. - 9 p.m. on Sat, Sun, public holidays)
• contact form

Please note: Our ticket machines do not swallow bank cards if these are left in the card reader. We would therefore ask you to make sure that you always remove your card from the reader.

Our service and sales points can be found in and at many S-Bahn stations: Our locations 

Selected tickets for public transport in the Verkehrsverbund Berlin-Brandenburg can be ordered in the online shop. 

Information about payment options, delivery and cancellation rights is available in the general terms and conditions for the online shop.

If you have bought tickets from S-Bahn Berlin (indicated by the symbol on the bottom right of the ticket), you can return them at any S-Bahn Berlin sales point as part of a refund application. A fee of EUR 2 is charged for processing this application.

If the validity period of a monthly or weekly pass has already begun, the fee also includes the equivalent of two single journeys (according to VBB's fare system) for every day since the beginning of validity, including the day you apply for a refund. 

If you have bought your tickets from another transport operator (e.g. BVG), please contact the relevant sales points.

If you have any additional questions, simply contact a customer service employee at +49 (0) 30 297-43333.

If you were unable to present your personal ticket for inspection, you can bring the original ticket and, if associated, your customer card to our service centre at Ostbahnhof station within seven days as proof of ownership. Please also bring the documents you received from the ticket inspectors (demand for payment "Zahlungsaufforderung" and incident details "Feststellungsbeleg". If you do this, the penalty fare is reduced as per point 9 of the conditions of carriage (german).

This reduction does not apply to transferable tickets, such as single tickets, day tickets, or VBB Umweltkarte (monthly ticket) passes.

Please note: At the earliest, penalty fare reductions can only be assessed and processed at our service centre at Ostbahnhof after 2 p.m. on the next workingday after the ticket inspection.

Service centre ("Kundenbüro") at Ostbahnhof 
Upstairs in the station's entrance hall
Am Ostbahnhof 9
10243 Berlin
Germany

Opening hours
Monday-Thursday: 8 a.m.-8 p.m.
Friday: 8 a.m.-6 p.m.
Closed at weekends and on public holidays
 

Customer center at the counter for information & other services
Ostbahnhof S-Bahn station
In the main hall

Opening hours:
Monday to Friday: 6 a.m. - 10 p.m.
Weekends and public holidays: 7 a.m. - 9 p.m.

Customers with S-Bahn Berlin subscriptions can present their tickets within the abovenamed deadline at every S-Bahn Berlin customer service centre.

The penalty fare must be paid within 14 days following ticket inspection. The money must be transferred to the account named below.

Riverty GmbH, 33401 Verl
Postbank
IBAN: DE36660100750025403755
BIC: PBNKDE FFXXX
Reference number: Please be sure to include the complete voucher number (13 digits, starting with 52,53, 54 or 55).

You can also pay the penalty fare by presenting the documents you received from the ticket inspectors and incident details ("Feststellungsbeleg") at a S-Bahn Berlin sales point or directly on the train or platform by EC or credit card (no cash).

Please note that no further request for payment will be sent to you. If you allow the payment deadline to expire, the matter will be transferred to a collection procedure. The resulting costs are to be borne by you.

You can challenge a penalty fare or ask questions regarding the fine by contacting the address provided below within 14 days of the date printed of the incident details ("Feststellungsbeleg") issued during ticket inspection. Please include the 13-digit number included on the incident details slip. Please use the Selfservice to avoid missing the deadline.

• Selfservice (german): sbahn-ebe.de
• S-Bahn Berlin GmbH/EBE
  Postfach 2253
  76492 Baden-Baden

We would like to ask you or the contract holder of the subscription to contact the contracting or issuing transport company in order to coordinate the further procedure directly. Please send us the new chip card and the confirmation of the contracting company for final verification. You are welcome to upload the required documents via our Selfservice (german) within the deadlines. If you are unable to meet the deadline, you can also apply for an extension of the deadline via our EBE portal.

As a precaution, we would like to point out that Riverty GmbH will send a reminder if the deadline expires. In this case, any additional costs incurred will be borne by you.

Ticket inspectors are not authorised to decide if a passenger has deliberately or accidentally used a public transport service without a valid ticket. Their job is merely to inspect tickets and their validity, and to identify passengers who were unable to present a valid ticket upon request.

In addition to the timetable information on our homepage, you will find the timetables of the respective S-Bahn lines on our train lines overview. 

If you have any questions about timetables, simply contact a customer service employee at +49 (0) 30 297-43333.

S-Bahn Berlin provides public transport services on behalf of the states of Berlin and Brandenburg. The scope of these services is outlined in the contract concluded by all the parties. As part of our contractual service obligations, we provide a wide range of information about the routes served by trains, how frequently these trains run, and how many passengers they can carry. If you have any questions, information, praise or criticism regarding S-Bahn services, simply use the details listed below to contact a customer service employee.

- Phone: +49 (0) 30 297-43333

- contact form

We provide information about the timetable changes resulting from scheduled construction work approximately two weeks in advance in the timetable section on our homepage. The information is also available in the S-Bahn app and at timetable changes .

Our e-mail newsletters (only german) also provide updates about timetable changes on our routes. If you would like to receive these newsletters automatically. Provide your name and e-mail address, and select the relevant settings.

Other sources of information about timetable changes include our customer magazine punkt 3 (only german) and notices on the platforms at S-Bahn stations.

If you have any additional questions, simply contact a customer service employee at +49 (0) 30 297-43333.

Passengers can use alternative routes to avoid construction work within the S-Bahn network. Fare refunds are not available in the event of longer journey times due to alternative routes - see point 18 of VBB's conditions of carriage (german).

Infrastructure manager DB InfraGo AG - Tracks division (Geschäftsbereich Fahrweg) oversees construction work on the S-Bahn network and aims to continuously enhance our service for customers. If you have any additional questions, simply contact a customer service employee at +49 (0) 30 297-43333.

In the event of major disruptions, S-Bahn Berlin provides updates via its website, the S-Bahn Berlin app, the schedule information service, and on X (formerly Twitter).

Current travel times, delays, service cancellations, and other information about train service are available through the schedule information service and the S-Bahn Berlin app. Real-time data for specific trains can be accessed there. The displayed departure and arrival times reflect the current operating conditions.

Information regarding S-Bahn service can be submitted via the contact form or via WhatsApp at 030 29 71 29 71.

Every day, we do everything we can to offer our passengers punctual and reliable S-Bahn services. However, with a route network of around 330 kilometers, 1,000 S-Bahn cars and around 1.4 million passengers a day, as well as many external interventions, we unfortunately do not always succeed. If you have any questions, comments, praise or criticism regarding rail operations, please do not hesitate to contact our Customer Dialogue staff using the contact details below.

• Contact form: Information on S-Bahn services
• Phone number: 030 297-43333
• Contact form: Confirmation of delay

If there are any problems with our online tool to confirm train delays, you can reach our customer dialogue staff by phone on +49 30 297-4333333 or via our contact form: Confirmation of delay. You will then receive a delay confirmation by post or e-mail as soon as possible.

Detailed information about passenger rights is available at: passenger rights

The main factor entitling a passenger to a ticket refund is a delay of at least 60 minutes when reaching the destination station. The form and information necessary for a refund application are available online at www.bahn.de

Applications are processed at the passenger rights service centre in Frankfurt am Main, which handles this work on behalf of every rail company in Germany.

Adhering to the planned timetable is of paramount importance to our train drivers, particularly during peak times. When a lot of trains are running, our goal is to ensure that delays on one line does not get "transferred" to other services. Even slight delays to a train's departure times build up as it travels its route, and they have a knock-on effect for people who want to change lines.

If a delay is likely to make catching a connection difficult, either because it is late at night or involves a regional train that only runs once per hour, passengers can contact our customer service employees at +49 (0) 30 297-43333. They will pass your information on and attempt to ensure that you can catch your connecting train. The relevant rail traffic control base coordinates with the operations centre and then decides how long a train can wait before departing.

Information about current problems with lifts and escalators is available at our homepage and in the S-Bahn app (download available at www.s-bahn-berlin.de/app).

Travellers with information about faults or damage affecting lifts and escalators can contact the Triple-S Centre of DB InfraGo AG's Tracks division (Geschäftsbereich Fahrweg) at +49 (0) 30 297-1055. We are very grateful for any assistance that the public can provide.

Written queries and information about lifts and escalators in Berlin's S-Bahn network can be sent to the following address for DB InfraGo AG's Tracks division (Geschäftsbereich Fahrweg), the owner and company responsible for these facilities.

DB InfraGo AG - Tracks division (Geschäftsbereich Fahrweg)
Regionalbereich Ost
Koppenstr. 3
10243 Berlin
Germany

Passengers with reduced mobility can rely on assistance from VBB's traveller support for bus and rail services, available from 7.00 a.m.- 22.00 p.m. on Monday-Friday. This support for public transport is free of charge and is for anyone with a disability, regardless of its type.

Further information and the online form for requesting assistance are available online at www.vbbonline.de/begleitservice

It is also possible to request assistance by phone at +49 (0) 30 34649940. This line is open from 9 a.m.-4 p.m. on Monday-Friday.

The cleanliness of our stations and trains is of particular importance to S-Bahn Berlin. Our cleaning teams work to busy schedules, but littering can occur even after they have just completed work at a particular station or on a specific train. We would be very grateful if you want to help us coordinate our cleaning teams' activities. If you see dirt or litter, please contact our customer service employees at +49 (0) 30 297-43333.

You can also use WhatsApp to contact us at +49 (0) 157 923 628 36. Simply send us a message that includes the location or vehicle number that requires cleaning, along with a description of the situation.

Berlin's S-Bahn network uses a third rail for power, a potential hazard that means cleaning the system's tracks requires a lot of organisation. Our teams use a cleaning agent specially developed for us to maximise efficiency. Their activities are scheduled so that tracks are, under normal circumstances, cleaned twice a year within the system's central zone (including the Ringbahn line circling the city), while stations outside this are cleaned once a year. This work is performed by infrastructure manager DB InfraGo AG - Tracks division (Geschäftsbereich Fahrweg), which owns the tracks and associated facilities.

If you have any queries or information, please use the following contact details.

• DB InfraGo AG - Tracks division (Geschäftsbereich Fahrweg)
  Regionalbereich Ost
  Granitzstr. 55-56
  13189 Berlin
• E-Mail:      DBInfraGo(at)deutschebahn.com
• Homepage:    www.dbinfrago.com/web-en
• Contact form

If you have any information about faults or damage to facilities at S-Bahn stations or on our trains, please contact our customer service employees using the following number or form. We are very grateful for any assistance that the public can provide.

• Phone: +49 (0) 30 297-43333
• contact form

Ströer handles the marketing of advertising media on our trains and at our stations. If you have any queries or information, please use the following contact details.

• Ströer Deutsche Städte Medien GmbH
  Regionalniederlassung Berlin
  Frau Sylvia Hacker
  Linkstraße 2
  10785 Berlin
• E-Mail: info-berlin(at)stroeer.de
• Homepage: www.stroeer.de
• Phone: +49 (0)30 259-267111
• Fax: + 49 (0)30 259-2674120

DB InfraGo AG - Tracks division (Geschäftsbereich Fahrweg) is the owner of and company responsible for commercial property at S-Bahn stations.

If you have any queries or information regarding these facilities, please use the following contact details.

• DB InfraGo AG - Tracks division (Geschäftsbereich Fahrweg)
  Vermietung / Centermanagement
  Koppenstr. 3
  10243 Berlin
  Germany
• Homepage: www.bahnhof.de
• Phone: +49 (0) 30 29736432
• Fax: +49 (0) 30 29736386

Lost property that was handed over to the Berlin S-Bahn is transferred centrally to the lost property collection point near the Warschauer Straße railway station and transferred after 10 weeks to the central lost property office in Wuppertal.

S-Bahn Berlin lost property office

• S-Bahn Berlin GmbH
  Rudolfstraße 1-8
  10245 Berlin
• Opening hours:
  Mon/Tue: 09:00 to 17:00
  Wed: closed
  Thu/Fri: 09:00 to 17:00
  Sat, Sun & on holidays: closed
• Lost Property Service
• Phone: +49 (0) 30 297 43 333

DB main lost property office in Wuppertal

• Fax: +49 (0) 69 265 21387
• Phone: +49 (0)30 586020909
  from 8 a.m. - 8 p.m. on Monday-Saturday, 10 a.m. - 8 p.m. on Sunday and public holidays.
• E-mail: fundbuero.DBAG(at)bahn.de
• Homepage: www.fundservice.bahn.de

You can also contact the BVG lost property office or lost property office managed by the city of Berlin.

BVG's lost property office:

• Lost Property Office (“Fundbüro”)
  Potsdamer Str. 180/182
  10783 Berlin
  Germany
• Fax: +49 (0) 30 25628020
• Phone: +49 (0) 30 19449
• E-mail: info(at)bvg.de

Berlin’s Central Lost Property Office:

• Zentrales Fundbüro Berlin
  Platz der Luftbrücke 6
  12101 Berlin
  Germany
• Fax: +49 (0) 30 90277-3106
• Phone: +49 (0) 30 90277-3101
• E-mail: fundbüro(at)ba-ts.berlin.de

German law (Section 978.1 of the German Civil Code) requires someone who finds an item on a train or in the grounds of a station to bring it to one of our employees without delay. If you hand an item in, please make sure that you ask the relevant employee to issue you with confirmation.

If the item is returned to its rightful owner, we are obliged by law to provide the finder with the owner's name and address so that the former can assert their claim to a possible reward.

S-Bahn Berlin is making greater use of security personnel to tackle non-compliance with our conditions of carriage, such as smoking where it is not permitted, begging or disorderly behaviour on trains. Given that 3,000 trains serve our 168 stations on a daily basis, it is not always possible to guarantee the same level of supervision and orderliness at all times.

We would welcome any support that you could provide for our work to coordinate our security personnel's activities.
If you see someone contravening our conditions of carriage on our trains or at our stations, please notify us using the following contact details.

• Phone: +49 30 297-51114
• E-mail contact form

The conditions of carriage for all transport companies operating services within the VBB system are available at The conditions of VBB (german).

Every year, S-Bahn Berlin has to spend over EUR 5 million to repair needless damage.

We would ask you to please help us combat this problem.
A reward of up to EUR 1,000 is available for information that enables us to identify vandals.

Please contact the German Federal Police with any details you may have:

• Phone: 0800 6 888 000
• Our security centre at +49 (0) 30 297-51114
• Similarly, you can report incidents at any police station

The German Federal Police are responsible for emergency preparedness and response measures pertaining to Deutsche Bahn and S-Bahn Berlin.They are responsible for security on trains and at stations.

If you want to report any information of relevance to emergency preparedness and response activities for the S-Bahn Berlin network, you can use the contact details provided below for the Federal Police.

Federal Police:

• Phone: 0800 6 888 000 (free)
• Homepage: www.bundespolizei.de

As part of our company rules and regulations, S-Bahn Berlin also makes use of all available measures to monitor compliance with its conditions of carriage and, at the same time, ensure the safety of our passengers. In the event of an emergency, call 110 to notify the police immediately.

If you have experienced assaultive behavior on the S-Bahn or at an S-Bahn station or have been harassed, you will find information and help options on this page (German).

For you own safety, please pay attention to the signals when a train is preparing to leave a station. First there is an announcement "Zurückbleiben – bitte!" ("Stand back, please"), then the red light on every train door lights up, and then a three-note warning signal sounds. Please make sure that none of your belongings can get caught in the closing doors.

The doors feature pictograms illustrating the dangers of boarding or alighting from a train too late. 

Ignoring the warning signals can have life-threatening consequences.

If you have any information, questions or criticism about the departure process for trains, simply use the details listed below to contact a customer service employee. 

• Phone: +49 (0) 30 297-43333
• contact form

The Legal Affairs department handles issues relating to liability damages for all Deutsche Bahn companies.

Please contact the following office in the event of material damage or issues arising from accidents connected with your usage of S-Bahn Berlin services.

• Deutsche Bahn AG
  Haftpflicht 
  Postfach 110423
  60039 Frankfurt am Main
  Germany
• E-Mail: haftpflicht(at)deutschebahn.com

Andreas Friedrich is S-Bahn Berlin's press spokesperson and can be contacted using the following details.

• Andreas Friedrich
  Press spokesperson of S-Bahn Berlin 
  Deutschen Bahn AG
  Potsdamer Platz 2
  10785 Berlin
• contact form
• Deutsche Bahn's press portal (German)

If you want to apply for a permit to take photographs or shoot footage, all of the necessary information is available at Photography and filming for commercial purposes.

No permit is required if you want to take photographs or shoot footage for personal use at a location that is accessible to the general public.

Please note:
You must not endanger your own safety or the safety of others when taking photos or filming. For this reason, the use of spotlights, flash equipment or stands is not permitted.

If you have any questions, information, praise or criticism regarding S-Bahn, simply use the details listed below to contact a customer service employee.

S-Bahn Berlin GmbH
Kundendialog
Kynaststraße 1
10317 Berlin
Germany

Phone: +49 (0) 30 297-43333

contact form 

Current vacancies at our company are listed in Deutsche Bahn's careers portal at karriere.deutschebahn.com

Further information about jobs and vocational training at S-Bahn Berlin is available at www.s-bahn-berlin.de/unternehmen/firmenprofil/berufsausbildung_ueberblick.htm