Frequently Asked Questions?

Most frequently asked questions

  • I haven't received my code yet
    A:

    At times, due to high demand, receiving your code might take longer than usual.

    If that happens, log in to your account and go to "manage Railcard" where you will be able to see your code.

    If you are still having issues with your code, please contact us [email protected]

     


  • I couldn’t show my Railcard on a Journey and have been issued a full-fare! What can I do?
    A:

    Unfortunate things happen. We’re all guilty of running out of battery, leaving our phones at home or smashing screens. Thankfully, if you get caught out while travelling with a valid Railcard, you can make one claim a year, to be compensated for a penalty you’ve incurred. To do this, you will need to visit the website for the train company who issued you the penalty and contact their customer service centre.

    For a list of all train companies in Great Britain and their contact details, please click here >>

    (http://www.nationalrail.co.uk/tocs_maps/tocs/TrainOperators.aspx)


  • What happens if I have no battery or can’t show my Railcard?
    A:

    If you don’t have any battery or have forgotten your phone, unfortunately there will be no way for us to prove that you are eligible for the Railcard discount. As a result, the Train Companies reserve the right to charge you the full price Standard Single fare for your journey, as if no ticket was purchased before starting the journey and in some cases a Penalty Fare


  • Is my phone compatible for a digital Railcard?
    A:

    The Railcard App is available to download from the Apple Store and the Google Play store.

    The app is compatible with Android and iPhone devices only.

    The Railcard app is not compatible with Windows Phones.


  • What happens if I don’t have receptions or I am offline?
    A:

    You don’t need to worry about this. Railcards are available offline for a period of up to 24h, at which point you will need to reconnect to the internet through either wifi or mobile data. If you have been connected to the internet at all in the last 24h your cards will remain available even in areas with no reception. 


  • What happens if I lose my phone?
    A:

    In the unfortunate scenario where you lose your phone, you can simply add your Railcard to a new device. If your Railcard is already associated to two devices, please follow the instructions above for how to disassociate a device.


  • How do I unblock my Railcard?
    A:

    You will need to contact our customer support team so that we can better understand the activity that has caused your Railcard to be blocked. If appropriate, they will be able to unblock your Railcard for further use. 


  • Why has my card been blocked?
    A:

    If we detect suspicious activity on your Railcard, it will be blocked until we have had the chance to speak to you, during this period, it will no longer be valid for travel. If your Railcard has been blocked, contact our customer support team.


  • How can I disassociate a device?
    A:

    Return to the website where you bought your Railcard, login to your account and you will find an option to Manage your devices for any active Railcard’s you own. Simply select the device you want to disassociate. Once you have done this you will be able to add your Railcard to a new device.


  • Why can I not add my Railcard to more than two devices?
    A:

    You can load your Railcard onto a maximum of two at any point in time. This benefit is only available to digital Railcard holders as you can only ever have one plastic Railcard. If you want to move your digital Railcard onto a third device, you will need to disassociate one of your existing devices through the website where you bought your Railcard.


  • How quickly will I get my new card?
    A:

    Your digital Railcard will be made available to you within moments of completing the application.


  • Can I have a plastic and digital version of my Railcard?
    A:

    The 26-30 Railcard is only available as digital.


  • Can I use my card on the date of expiry?
    A: Yes. Your Railcard is valid up until and including the date shown on your Railcard.

  • How can I buy a Railcard?
    A:

    **The 26-30 Railcard will be on sale on 2nd January 2019**

     Once it becomes available, you can follow the below:

    To purchase a Railcard, tap the ‘+’ button, within the app, on the My Railcard screen and choose the Railcard you’d like to buy! You will need to out a short form, but then you will get your Railcard instantly


  • Why doesn’t my activation code work
    A:

    If your activation code isn’t working, it is likely that it has expired or has been used to activate your Railcard on too many devices. You will need to return to the website where you bought your Railcard, login to your account and request a new activation code or manage the number of devices your Railcard is on. If the problem persists, please contact the customer services team.


  • Can’t find your activation code?
    A:

    If you can’t find your activation code, please check your mailbox (including your junk mail) for an email from our Railcard team. If you still can’t find the email, you will need to return to the website where you bought the Railcard, login to your account and follow the links to request a new code.


  • What is this activation code that I need?
    A:

    The activation code allows you to add a purchased Railcard to this app. The activation code is found within the email confirmation you would have received after completing your Railcard application.


  • How do I add a Railcard? |
    A:

    If you have already purchased a digital Railcard, then you should have received an email which contains an activation code. Once this activation code is entered within the app, your Railcard should appear. If you open the email on the device you wish to add your Railcard to, just tap the link and we’ll handle the rest. Alternatively, within the app, tap the ‘+’ button on the My Railcard screen and manually enter the activation code you found in your email.




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