Frequently Asked Questions?

Most frequently asked questions

  • 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 3000 250 and we will be able to check the status of the code you have.


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

    Yes, you can buy a Family & Friends Railcard for a friend or family member if they are eligible. You will need to supply the evidence (such as a passport or driving licence code) 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. 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.


  • My Railcard has not arrived in the post. What can I do?
    A:

    You will need to wait five working days and then log back in to your Railcards online account, select ‘Replace your Railcard’ and then click on the ‘Not received’ button on the left. If you then press ‘continue’ this completes the replacement application process. Please check that your address is correct before you order. You will be sent a free replacement provided you do this within 30 days of your purchase date. We believe this is long enough for a customer to notify us they have not received their Railcard.
     
    If 30 days has passed from your date of purchase you can still request a replacement card, but you will have to pay a £10 replacement fee.
     
    You’ll need to have your Railcard with you to travel on discounted Railcard tickets.


  • How can I change my name and contact details if I am an online Railcard customer
    A:

    Please go to "Login and Manage your account" from the homepage to log in to your account. You will be given the option to update your details from your account summary screen.


  • How do I purchase or renew my Railcard online?
    A:

    Simply select "Buy Online" on website and follow the onscreen instructions.
     
    Once your online payment has been successful you will receive an email confirmation and acknowledgement of your application number (this confirmation cannot be used to buy discounted tickets).

    Your new Railcard will be despatched within one working day by UK Mail. Please allow five working days for delivery. You will have the option of paying for Special Delivery which will guarantee that your Railcard is delivered by the following morning providing that your order is made before 16:00pm on the date of purchase. We’re sorry, but your Railcard cannot be collected from a rail station. You will not be able to travel on discounted tickets until you have your Railcard – you cannot use the printed confirmation of sale.

    If your delivery address is outside Britain, please select the digital Railcard option.


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

    If you are buying your Railcard online we will despatch it within one working day, and send it free by UK Mail. Please allow five working days for your Railcard to arrive.

    You have the option of paying £6.50 for our Special Delivery service. Providing you have placed your order before 16:00pm this will guarantee that your Railcard is delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

    You will not be able to collect your Railcard from a rail station. We add an extra week’s validity to your Railcard to allow for delivery time.

    If your delivery address is outside Britain, please select the digital Railcard option.

    You cannot travel on discounted tickets until you have received your Railcard. You cannot use your printed-out confirmation of sale to get discount. The Railcard is the only proof of entitlement to discount that rail staff can accept.


  • 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 10776
                            Ashby-de-la-Zouch
                            LE65 9FA  

     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/


  • 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.


  • 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.


  • Can I buy a Railcard at a rail station?
    A: Yes. You can buy a 1-year Railcard over the counter at all staffed National Rail stations.

  • 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 I buy tickets at a discounted rate before my Railcard arrives?
    A: No. You must carry your Railcard with you on any journey where you have bought discounted tickets with the Railcard. Therefore, if you buy discounted Railcard tickets before you receive your Railcard, you do this at your own risk.



Can't find an answer? 

If the answer to your question is not in the above or you are having problems purchasing your Railcard, you can contact us

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. To find their contact details see the list of Train Operating Companies