Frequently Asked Questions?

Most frequently asked questions

  • I am having trouble uploading my photo for my 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 0346 301 1656.


  • 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:         veterans-railcard@nationalrail.co.uk
    Call us on:       346 301 1656
    Write to:          National Railcards
                             PO Box 10776
                             Ashby-de-la-Zouch
                             LE65 9FA 


  • 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.

     

    Go to 'Manage my Railcard'. Once logged in to your account, choose “Edit your details” to edit your address.

     


  • Can I buy a Railcard at a rail station?
    A:

    No. The Veterans Railcard is only available to purchase online via our website or via our postal service.


  • How much is a Veterans Railcard?
    A:

    A 1-year Railcard costs £30 (or £21 up until 31 March 2021).

    A 3-year Railcard costs £70 (or £61 up until 31 March 2021).


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

    Yes, you can buy a Veterans Railcard for a friend or family member as long as they are eligible for the Railcard. You will need to supply the evidence 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. If you select you want a physical Railcard, 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.


  • 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 wear a burka or a niqab – will I have to show my face in the photograph?
    A:

    All customers must provide a photograph. The photo should have been taken with nothing covering the outline of eyes, nose or mouth. The rail industry applies the same rules as the DVLA and Passport Agency, so photos with a person wearing a full facial burka / niqab (a veil that covers the face) are not acceptable. If a member of rail staff is unable to validate that the person on your Railcard is you, 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.


  • 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.

  • 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.


  • 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.




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, please Contact Us. You can also write using the postal address. We're open from 0700hrs to 2200hrs everyday except Christmas Day.

 

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. 

Email: advice@transportfocus.org.uk

Phone: 0300 123 0860

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