Frequently Asked Questions?

Most frequently asked questions

  • When will the 26-30 Railcard go on sale?
    A:

    The 26-30 Railcard will go on sale at midday on 2nd January 2019.


  • Can I buy a Railcard at a rail station?
    A: No. Once the 26-30 Railcard is released at midday on 2nd January 2019,it will only be available to purchase online via our website.

  • What methods of payment are accepted?
    A:

    We accept online payment via credit and debit cards. The cards accepted are: Visa, Visa Debit, Visa Electron, MasterCard, MasterCard Debit, Maestro and Solo.

    We cannot accept American Express or Diner's Club.


  • What is an acceptable image to use for my Railcard photograph?
    A:

    The image should be a good recognisable likeness of you.

    We prefer colour pictures but black and white images are acceptable. Your head and shoulders should be in close-up, with your face clearly visible and filling approximately 70% of the frame (in the same way it would for a passport or driving licence). The image must be in sharp focus.

    Please make sure that your face is not obscured by hats or hair.

    The file of your photo must be either a .jpg, .bmp, or a .gif and must not exceed 2Mb. with a resolution of at least 300dpi .We will reject photos if they are not appropriate and ask you for a more suitable image.


  • I am having trouble uploading my photo for my 26-30 Railcard – what can I do?
    A:

    We're sorry that you've experienced problems whilst uploading a photograph. There can be a number of causes of this - some of which are difficult to diagnose. We’ve compiled a list of trouble-shooting tips that you can try before contacting us:

    • Retry the photo upload. Close your web browser before restarting it and logging in again

    • Enable Javascript on your web browser. Your web browser may be configured in a way that it makes uploading the photo more difficult (such as. having the Javascript disabled).  Please check your settings and ensure that Javascript is enabled

    • Make sure you have up-to-date web browser software. Although our website supports the top browsers (such as Internet Explorer, Chrome, Safari, Mozilla Firefox and Opera), some older versions of these browsers are more likely to cause problems uploading image files to our website. Try updating your web browser to the latest version, or try a different web browser/computer

    • Make sure your image is 2 megabytes (2Mb) in size or less. We accept images up to 2Mb in size but the smaller the file the better - it will take less time to transfer to our servers. Crop your photograph before uploading and/or reduce the quality but be careful - the picture still needs to be clear enough to print on the Railcard

    • Check that your internet service provider (ISP) is not experiencing problems. These are often difficult to detect but if other websites are unusually slow (especially noticeable when downloading images), then your ISP may be having network issues or might be congested. You may want to check with your ISP by visiting their 'service status' webpage

    If you have done all of the above and are still experiencing problems, then please call us on 0345 3000 250.

  • Can I buy a Railcard for another person?
    A:

    Yes, you can buy a 26-30 Railcard for a friend or family member as long as they are eligible for the Railcard you are getting them. You will need to supply the evidence (such as a passport or driving licence code) to prove their eligibility.

    To order the Railcard log in to your account (or register one if you do not already have one) and then when you get to the question, "Is this Railcard for you or someone else?" choose the option for "someone else" and continue the process. You will have the option of having the Railcard delivered to the UK address of your choosing. The Railcard
    will then be sent along with information as to how the Railcard holder can create their Railcard account if they wish.


  • The system won't accept my driving licence code - can you help?
    A:

    If you are using a driving licence to apply, please make sure that the name you use to apply for your Railcard is typed into your application in exactly the same format in which it is shown on your driving licence.

    This means that if an apostrophe or hyphen in your name has been left out of your name on your driving licence you need to leave it out of the name you use for your Railcard.

    For example, if your name is “O’brian” and it is shown as “Obrian” (without the apostrophe) on your driving licence, then you should type it as “Obrian” in your Railcard application.


  • Can I use a provisional driving licence to prove my age online?
    A: Yes. Provisional driving licences can be used to demonstrate your age to our online system.

  • The system says my passport code is “invalid”. What can I do?
    A: We accept machine readable passport codes from ALL countries with the exception of those issued in the Philippines and Bangladesh prior to 2010. So if you have a valid passport your passport code should work.
     
    When inputting your passport details into the system please ensure you are entering all characters including each chevron “<” where it appears on your passport. You will need to input:
     
      10 digits or characters into the first box
      three letters in the second box identifying your nationality
      seven digits in the third box
      an F or M identifying your gender in the fourth box
     seven digits in the fifth box
      the last two digits of your passport code in the sixth box
     
    If all of the above information is correct and the system says that your number is still invalid, please check that the information you have supplied on the Cardholder Details page is correct. You must:
     
      use your full name as it is shown on your passport. Do not use any shortened version of your name (for example, “Bob” when you are “Robert” on your passport)
      put your personal name in the “Your First Name” field and your family name in the “Your Surname” field
      make sure that your gender is as it is shown on your passport

  • How can I change my address details if I am an online Railcard customer?
    A: Please go to "Login and Manage your account" from the homepage log in to your account. You will be given the option to update your details from your account summary screen.

  • I can’t find my year of birth in the drop down menu in the “Your Date of Birth” section of the application. What can I do?
    A: To buy this Railcard, you must be aged 26 - 30 years old. The range of birth dates for applicants is set to those eligible to the Railcard.

  • I have a promotion code to use towards the cost of my Railcard – it is not working. What can I do?
    A:

    Please check that you have read each character of the code correctly. We do try to use codes that are easy to read, but occasionally applicants might confuse,

    the letter “I” with the number “1”
    the letter “O” with the number “0”(zero)
    the letter “S” with the number “5”.

    If any of these characters appear in your code please try their alternatives. If this does not work please call us on 0345 3000 250 and we will be able to check the status of the code you have.


  • I am getting the message "Internal Server Error" during the application process. What can I do?
    A:

    The “Internal Server Error” message is a generic error message which relates to issues to do with the way your browser is interfacing with the Railcard website. Sometimes this problem can occur if you are using compatibility mode in Internet Explorer (versions IE10 and lower). 

    In Internet Explorer 10 you can click the compatibility mode button to switch it on or off.

    In Internet Explorer 11 there is no compatibility mode button so to access the Compatibility settings you will need to click on the Settings icon. In the menu that is subsequently displayed you will find “Compatibility View Settings” – click this. In the Settings panel that displays, make sure that railcard.co.uk is not the box entitled, “Websites you’ve added to compatibility view”.  If it is please click on the entry and click the remove button, then click to close it.


  • Why is the title "Mx" not available when I come to make payment?
    A: If you have given your title as "Mx" during the application process then this will be shown on your Railcard and in all correspondence that we have with you. However, the secure payment process is delivered by our Payment Provider and we are only able to offer the range of titles that it provides.

  • How do I make a complaint?
    A:

    In the first instance please contact Railcard Customer Services who will endeavour to resolve any issues that you have.
    We're open from 0700hrs to 2200hrs everyday of the year except for Christmas day.

    You can:
    Email us:         [email protected]
    Call us on:       0345 3000 250
    Write to:          National Railcards
                            PO BOX 6616
                            Arbroath
                            DD11 9AR   


  • How do I buy my 26-30 Railcard for the first time?
    A:

    **The 26-30 Railcard will go on sale at midday on 2nd January 2019.**

    Please select "Buy 26-30 Railcard now" and follow the instructions. To demonstrate that you are eligible for a Railcard you will need a digital passport-style photo, saved on your computer, and either:

    • a valid passport 
    • a valid UK driving licence number 
    • a valid National Identity Card (Machine readable cards from the European Economic Area only)

    Once your online payment has been successful you will receive an email confirmation and acknowledgement of your application number (this confirmation cannot be used to buy discounted tickets).

    Your new Railcard will be available instantly


  • How much is a 26-30 Railcard?
    A: A one-year Railcard costs £30

  • Can I buy a three-year 26-30 Railcard?
    A:

    The 26-30 Railcard is only available for 1 year.




Can't find an answer? Get in touch

If you are having problems purchasing your Railcard, or if you have comments about the Railcard service, call or email us. You can also write using the postal address. We're open from 0700hrs to 2200hrs everyday except Christmas Day.

[email protected]

 

Tel: 0345 3000 250

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

 

National Railcards
PO BOX 6616
Arbroath
DD11 9AR

 

Train Companies

If you have any questions concerning rail ticket prices or journey planning National Rail Enquiries will be happy to help you.

If you have any comments about a specific rail journey please contact the train company that provides the service. You can find their contact details by clicking on this link train company list.

 

Transport Focus

If, after contacting us, you remain unhappy with any aspect of our service you may want to contact the independent transport watchdog, Transport Focus. Contact details are shown below:

Email: [email protected]

Phone: 0300 123 0860

Freepost RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ

 

 

 
[email protected]

0345 3000 250

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

National Railcards
PO BOX 6616
Arbroath
DD11 9AR