Frequently Asked Questions?

Most frequently asked questions

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

    You can load your Railcard onto a maximum of two devices 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 remove one of your existing devices through the website where you bought your Railcard before you can add it to another device.


  • What happens if I lose my phone?
    A:

    In the unfortunate scenario where you lose your phone, you can simply add your digital Railcard to a new device. If your Railcard is already associated to two devices, please follow the instructions to remove it from the lost phone and add it to a new one.


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

    Don't worry, once your digital Railcard is downloaded to your phone, it will be available even when you have no mobile data or Wi-Fi. 


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

    At times, due to high demand, receiving your code might take longer than usual. It can take up for 30min to arrive.

    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 veterans-railcard@nationalrail.co.uk or call 0346 301 1656.

     


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

    It can take up to 5 working days to process your application but once approved your digital Railcard will be available to download and use stright away.


  • How do I add a Railcard?
    A:

    If you have already purchased a digital Railcard, you should have received an email which contains a download code. Once you've got this code, go to the app, tap on the ‘+’ button in the top left of the screen and enter your code. Alternatively if you already have the app downloaded, you can open the email on the device you wish to add your Railcard to, just tap the link and we’ll handle the rest. 

     

     


  • 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 will need to return to the website where you bought your Railcard, log into your account and request a new download code or manage the number of devices your Railcard is on. If the problem persists, please contact the customer services team.


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

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


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

    To remove your Railcard from an existing device you will need to login to your account and find the option to manage your Veterans Railcard.

    Then just choose the device you want to remove your card from.


  • Can’t find your download code?
    A:

    If you can’t find your download 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, log into your account and follow the links to request a new code.


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

    Unfortunately you can only have one version of your Railcard – either plastic or digital. Once you have purchased your Railcard you cannot change the type of Railcard you have.


  • 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.


  • 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 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. 


  • 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.


  • 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)




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