Frequently Asked Questions?

Most frequently asked questions

• What is the digital Railcard download code?
  A:

  You need a digital Railcard download code to add your Railcard to your app.

  Click here to learn how to find, and apply, your digital Railcard code in the Railcard app.

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• What is a digital Railcard?
  A:

  When buying a Railcard, customers will have the choice of receiving it in a physical format (such as card or plastic), or in a digital format.

  Customers will be able to start using their digital Railcards quicker as they don't need to be sent in the post.

  Digital Railcards can also be stored on up to two devices.

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• I can’t find the digital Railcard download code
  A:

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

  If you still can’t find it, log into your Senior Railcard account and follow the links to ask for a new code.

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• Can I renew to a digital Railcard?
  A:

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

  Just log into your account and select 'digital' when completing the application process.

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

  To remove your Railcard from an existing device you will need to log into your account and find the option to 'Manage your Railcard'.

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

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• My digital Railcard download code won’t work
  A:

  Your download code may have expired or been used on too many devices.

  Log into your account and request a new digital Railcard download code.

  You can only store your digital Railcard on a maximum of 2 devices, so you may need to remove your Railcard from an existing device to add it to a new one.

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

  If you opt for a digital Railcard, you 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.

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• How can I buy a digital Railcard?
  A: Digital Railcards can be bought online only. Click on 'Buy Now' from the homepage to get started.

  In most cases, you should get your digital Railcard instantly.

   

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• How do I add a digital Railcard to my phone?
  A: If you have already bought a digital Railcard, you should have received a 'digital Railcard download code' by email.

  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.

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• Why is my new digital Railcard showing as 'Expired'
  A: We are aware that some customers aren't currently able to see their new digital Railcard within their app and are instead getting a status of 'Expired'.

  
  We are looking to get this changed, but the simple reason this is happening, is because your existing Railcard still has validity left on it and your new digital Railcard hasn't yet started.

  You will be able to use your existing Railcard right up until it expires and switches across to your new digital Railcard.

  We're looking at changing the messaging within the app to make this less confusing. Our apologies for any inconvenience.

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

   

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

  Unfortunately you are unable to 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. 

  
  

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• What happens if I lose my device?
  A: If you lose your device, you can easily add your Railcard to a new one.

  If your Railcard is already stored on two devices, follow the instructions to remove it from the lost phone to add it to a new one.

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• 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 help you get back online with your Railcard.

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• What happens if I don’t have reception or I am offline?
  A: Don't worry, once your digital Railcard is on your phone, it will be available even when you have no mobile data or Wi-Fi.

  As long as your mobile device has connected to the internet at some point within the last 72 hours, your app will continue to show your Railcard.

  You will need an internet connection though to buy a new Railcard or add a Railcard to a new device.

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• Why has my card 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.

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

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

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

   In most cases, you should get your Railcard instantly.

   

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• 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.

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• 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.

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