Hi mail2cuc, welcome to the NS Community!

How unfortunate that your e-ticket didn't arrive in time. In some cases it can take up to 60 minutes for an order to be fully processed in our systems. I would advise to contact NS Customer Service to ask for a solution.

By the way: I have deleted your screenshots to avoid abuse.

When ordering in the app, it clearly says that the ticket can be opened in the app after payment. This means it should not take any extra time, certainly not one hour, to process the order. That's a bug that should be fixed. If it's not going to be fixed anytime soon, then the app (and website) should warn before payment how long the processing can take and not state that the ticket can be opened after payment.

Indeed, 60 min delay in receiving the eticket is a lot. And, I haven't seen any warning about that while booking.

Moreover, the app showed me a message that my online payment failed. So I didn't wait for the ticket and went directly to travel.

And then surprisingly received the eticket while traveling.

I am not sure which NS Customer service do you recommend? The first one is community that's why I am here. 

Can I send an email? Both phone and call didn't work. I waited 45 mins and no response.

NS customer service does not have e-mail. This forum is a public community and is not customer service but the website structure incorrectly suggests you could find customer service here. NS know this but choose to keep their confusing website the way it is.

Customer service can be reached by phone, chat, X and Facebook. Please try again.