Frequently Asked Questions?

Most frequently asked questions

• 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.

  If you have purchased your Railcard from the Railcard website you will need to click 'Manage my Railcard' on the website or homepage to log in to your account. Once logged in, please click ‘Get a new download code’ to generate a new download code. You can now use this new download code to add your Railcard to a new device.

  If you are asked to remove 1 device, click the Bin icon next to the device you want to remove your Railcard from and then click 'Remove'. The system will generate a new download code for you which can now be used to add your Railcard to your device.

  Click here for more information on download code and managing your Railcard.

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

  ---

• I can’t find my download code
  A:

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

  If you still can’t find it, you will need to click 'Manage my Railcard' on the website or homepage to log in to your account. Once logged in, please click ‘Get a new download code’ to generate a new download code. You can now use this new download code to add your Railcard to a new device.

  If you are asked to remove 1 device, click the Bin icon next to the device you want to remove your Railcard from and then click 'Remove'. The system will generate a new download code for you which can now be used to add your Railcard to your device.

  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.

   

  ---

• 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 Network 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. 

  If you have purchased your Railcard from the Railcard website you will need to click 'Manage my Railcard' on the website or homepage to log in to your account. Once logged in, please click ‘Get a new download code’ to generate a new download code. You can now use this new download code to add your Railcard to a new device.

  If you are asked to remove 1 device, click the Bin icon next to the device you want to remove your Railcard from and then click 'Remove'. The system will generate a new download code for you which can now be used to add your Railcard to your 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 happens if I have no battery life 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

  ---

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

  In most cases, your 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 your digital Network Railcard.

  ---

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

  If you have already purchased a digital Network Railcard, you should have received an email which contains a download code. You will use this download code to add your digital Network 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 ‘+’ symbol on the ‘Your Railcards’ screen. The ‘Add Railcard’ screen will then show, and you will need to tap on the ‘+’ symbol under ‘Add an existing Railcard’ to enter your download code and add your Network Railcard.

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

  ---

• How can I buy a digital Railcard?
  A:

  Digital Railcard can be bought online only. Please click on 'Buy Now' from the homepage to get started. When you get to the question ‘Choose the type of Railcard you would like’, select ‘Digital’ and follow the instructions on the screen to continue with your purchase.

  In most cases, your 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 your Railcard. 

  Click here for more information on managing your Railcard

  ---

• What happens if I lose my device
  A:

  If you lose the device where your digital Network Railcard was downloaded, you will need to log in to your 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 digital Network 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 Network Railcard to a new device.

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

  ---

• 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 digital Network 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 Network Railcard to a new device.

  ---

• Can I renew to a digital Railcard?
  A:

  Yes! You can renew your Railcard within 30 days of its expiry to a digital Railcard.

  Simply go to ‘Renew my Railcard’ on the website homepage, enter your log in details, click on ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

  Click here for the step by step guide on how to renew your Railcard.

  ---

• I have a plastic Railcard; can I swap it for a digital one?
  A:

  You cannot swap a plastic Railcard to a digital Railcard. However, when the time comes to renew your Railcard you can do this online and choose to have a digital Railcard.

  Click here for the step by step guide on how to renew your Railcard.

  ---

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

  You can store your digital Railcard on up to two devices at a time.

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

  Please go to ‘Manage my Railcard’ on the homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Network 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 Network Railcard to a new device.

  ---

• What is a digital Railcard?
  A:

  Digital Railcards are stored within the Railcard app on your smart phone or tablet, meaning there’s no need to carry the physical card around with you. They can be stored on up to two devices and used quicker than plastic Railcards as they do not need to be sent in the post.

  Click here for more information on managing your Railcard

  ---

• 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 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 your digital 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.

  ---

• Why has my Railcard 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, your Railcard will no longer be valid for travel.

  If your Railcard has been blocked, you will need to contact our customer support team on 0345 3000 250.

  **Excessive device changing can result in a Railcard being blocked**

  ---

• 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.

  ---