Frequently Asked Questions?

Most frequently asked questions

  • My download code won’t work
    A:

    If your download code isn’t working, it is likely that it has expired or has been used to activate your Railcard on too many devices. You can only store your digital 26-30 Railcard on a maximum of 2 devices, so you may need to remove it from an existing device to add it to a new one.

    You will need to click "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital 26-30 Railcard, then click on ‘Manage Digital Devices’ to request a new download code or manage the number of devices your Railcard is on.  Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your 26-30 Railcard to a new device. 

    If the problem persists, please contact the customer services team on 0345 3000 250.

    Click here for the step by step guide on how to generate a new download code.


  • What is a download code?
    A:

    The download code allows you to add a purchased digital Railcard to the Railcard app on your device. It is found within the email confirmation you would have received after we have approved your Railcard application.

    Click here for more information on download codes and managing your Railcard

    Please note that the Railcard app is available to download from the Apple Store and the Google Play store.

     


  • How do I add a digital Railcard to my phone?
    A:

    If you have already purchased a digital 26-30 Railcard, you should have received an email which contains a download code. You will use this download code to add your digital 26-30 Railcard on your phone or device.

    First, you will need to download the Railcard app from the Apple Store or the Google Play store. Once downloaded, open the app and tap on the ‘+’ button on the ‘Your Railcards’ screen. The ‘Add Railcard’ screen will then show, and you will need to tap on the ‘+’ button under ‘Add existing Railcard’ to enter your download code and add your Railcard

    Click here for a step by step on how to add a digital Railcard to your phone.


  • What happens if I lose my device?
    A:

    If you lose the device where your 26-30 Railcard was downloaded, you will need to log in to account and remove it from the lost device.

    Simply click ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active 26-30 Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove.  Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your 26-30 Railcard to a new device.

    Please note that you can only store your digital Railcard on a maximum of 2 devices.


  • How quickly will I get my new digital Railcard?
    A:

    In most cases, your digital 26-30 Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your digital 26-30 Railcard.


  • How can I remove my Railcard from an existing device?
    A:

    Please go to ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active 26-30 Railcard, then click on ‘Manage Digital Devices’ and select the device you want to dissociate or remove. You will need to click on ‘Request a new code for your Railcard’ to generate a new download code to add your 26-30 Railcard to a new device.


  • Why can’t I add my Railcard to another device?
    A:

    You can add your Railcard onto a maximum of two devices at any point in time.

    If you want to add it a third, you will need to remove it from one of your existing devices through your account.

    Simply click ‘Manage my Railcard’ on the website homepage to log in to your account.  Once logged in, click on ‘Details’ under your active 26-30 Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove. Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your 26-30 Railcard to a new device.


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

    If you don’t have any battery life, or have forgotten your device, it won't be possible to check that your Railcard discount is valid.

    You could be asked to buy a single ticket for your journey, or be issued with a Penalty Fare.

    If you do get caught out while travelling, you can make one claim a year to be refunded for any extra fare or penalty you incur.

    For a list of train companies in Great Britain, and their details, click here.


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

    If you get caught out while travelling, 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 of the train company who issued the penalty and contact their customer service centre.

    Please click here for the list of all train companies in Great Britain and their contact details.


  • I haven't received my download code yet
    A:

    Please go to "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active 26-30 Railcard, then click on ‘Manage Digital Devices’ to request a new download code. You will need to click on ‘Request a new code for your Railcard’ to generate a new download code. If the problem persists, please contact the customer services team on 0345 3000 250.

    Click here for the step by step guide on how to generate a new download code.


  • Why doesn’t my download code work?
    A:

    If your download code isn’t working, it is likely that it has expired or has been used to activate your Railcard on too many devices. You can only store your 26-30 Railcard on a maximum of 2 devices, so you may need to remove it from an existing device to add it to a new one.

    You will need to click "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active 26-30 Railcard, then click on ‘Manage Digital Devices’ to request a new download code or manage the number of devices your Railcard is on. Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your 26-30 Railcard to a new device. If the problem persists, please contact the customer services team on 0345 3000 250.

    Click here for the step by step guide on how to generate a new download code.


  • Can’t find your download code?
    A:

    Please check your mailbox (including your junk mail) for an email from our Railcard team.

    If you still can’t find it, click "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active 26-30 Railcard, then click on ‘Manage Digital Devices’ to request a new download code. You will need to click on ‘Request a new code for your Railcard’ to generate a new download code.

    Click here for the step by step guide on how to find your download code.


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

    Railcard are available offline for a period of up to 72 hours. The Railcard app on your device will continue to show your digital 26-30 Railcard as long as your mobile device has connected to the internet at some point within the last 72 hours. However, you will need an internet connection to buy the digital 26-30 Railcard or add it to a new device.


  • How do I unblock my Railcard?
    A:

    You will need to contact our customer support team on 0345 3000 250 so that we can better understand the activity that has caused your Railcard to be blocked.

    If appropriate, they will be able to help you get back online with your Railcard.


  • Can I use my Railcard on the date of expiry?
    A:

    Yes. Your Railcard is valid up until and including the date shown on your Railcard.


  • 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 only compatible with devices that have the following software: Apple iOS 10 and above and Android 4.1 and above.

    The Railcard app is not compatible with Windows Phones.


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

    The 26-30 Railcard is only available as digital.




Can't find an answer? 

If the answer to your question is not in the above or you are having problems purchasing your Railcard, you can contact us

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. To find their contact details see the list of Train Operating Companies