Frequently Asked Questions?

Most frequently asked questions

• How do I buy my Network Railcard?
  A:

  You can buy your Network Railcard online or at a staffed station Ticket Office within the Network Railcard area.

  To buy online, simply click ‘Buy Now’ on the website homepage and follow the instructions on the screen. Under ‘Choose the type of Railcard you would like’ you can select if you want a ‘Digital’ or a ‘Plastic’ Railcard. You will be asked to provide a digital passport-style photo if you select ‘Digital’. You do not need a photo if you have ordered a ‘Plastic’ Network Railcard.

  A Digital Network 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 you Railcard.

  If you have ordered a plastic Network Railcard, please allow 10 days for delivery. You can choose to pay for ‘Special Delivery’, but you will have to place your order before 15:45pm to guarantee that your Railcard is delivered within 2 days (Monday to Thursday) or 3 days (Friday to Sunday).

  If you are unable to wait for your Network Railcard to be delivered to you, you can download and complete a Network Railcard application form and go to any staffed station ticket office in the Network Railcard area to apply in person.

  Please note, Network Railcards are not available for sale at ticket offices managed by London Underground or from Heathrow Airport.

   

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• How long do I have to wait for my Railcard to arrive?
  A:

  If you have ordered a plastic Network Railcard online, please allow 10 days for delivery. If you paid for Special Delivery and placed your order before 15:45pm, your Railcard will be delivered within 2 days (Monday to Thursday) or 3 days (Friday to Sunday).

  If you have purchased a digital Network Railcard, it 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 Railcard. 

  You cannot travel on discounted tickets until you have received your Railcard.

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• 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 07:00am to 22:00pm everyday of the year except for Christmas day.  You can:

  Email us:         railcardhelp@nationalrail.co.uk

  Call us on:       0345 3000 250

  Write to:           

  National Railcards

  PO box 8626

  SWADLINCOTE

  DE11 1JA

   

  If you are not satisfied with the resolution we give, you are entitled to contact:

  www.transportfocus.org.uk/help/rail-complaints

  http://ec.europa.eu/odr/

   

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• My name has changed; can I get my Network Railcard changed?
  A:

  If you bought your Network Railcard online, you will need to call our helpline on 0345 3000 250 to order a replacement. You will also have to pay a £10 administration fee and you will be required to email us a copy of either your Enrolled Deed Poll or Marriage Certificate.

  If you bought your Network Railcard at a station you will need to take your Network Railcard to a staffed station ticket office in the Network Railcard area along with a copy of either your Enrolled Deed Poll or Marriage Certificate.

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• Do I need to provide ID proof to buy a Network Railcard?
  A:

  No. Just your name, address and basic information is required.

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• How can I change my address details if I am an online Railcard customer?
  A:

  Please go to "Manage my Railcard" on the website homepage to log in to your account. Once logged in, on the top right of your account summary page, please click on your ‘Menu Profile’ and select ‘Personal Details’. You will be given the option to update or change your personal details, including your address.

  Or you can also click on https://secure.railcard.co.uk/account/personal-details, enter your log in details and the ‘Manage Personal Details’ page will show. You can now change or update your personal details including your address.

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• What methods of payment are acceptable?
  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.

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

  If you select 'Digital' under 'Choose the type of Railcard you would like', you must provide a passport style photo. 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.

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• 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 300 0250 and we will be able to check the status of the code you have.

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

  Yes, you can buy the Network Railcard for another person online as long as they are aged 16 years old or over.

  To order the Railcard, click ‘Buy Now’ on the website homepage to get started. When you get to the question, "Who is the Railcard being purchase for?" select the option " The Railcard is for someone else" and follow the instructions on the screen to continue with your purchase. You will be asked to register if you do not already have an account or log in using your registered email address and password. You will also be asked to provide a digital passport-style photo if you select ‘Digital’ under ‘Choose the type of Railcard you would like’ section.

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• Is there a charge for changing any details on the Network Railcard? E.g. incorrect spelling of name.
  A:

  If you have made an error in your application you must let us know at the first available opportunity. We will then investigate the matter and advise of how it can be resolved.

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• Can I buy a Network Railcard?
  A:

  Yes. If you are aged 16 or over you can buy a Network Railcard.

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• I already have a Railcard, can I also buy a Network Railcard?
  A:

  Yes, if you hold any other Railcard you can still buy a Network Railcard.

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