Frequently Asked Questions?

Most frequently asked questions

  • 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


  • I can’t find my 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 download code.

    Click here for a step by step on how to find your download code.


  • How can I buy a digital Railcard?
    A:

    Digital Railcards can be bought through the Family & Friends Railcard website only. Click on 'Buy Online' from the homepage to get started.

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

    Click here for more information on managing your Railcard


  • What is a download code?
    A:

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

    You can find this code in the email we send after you complete your Railcard application.

    Click here for more information on download codes and managing your Railcard


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

    If you have already bought a digital Railcard, you should have received a '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.

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


  • 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 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.

    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.

    Click here for a step by step on how to generate a new download code.


  • What happens if I lose my device?
    A:

    In the unfortunate scenario where you lose your device, you can simply add your digital Railcard to a new device. If your Railcard is already associated to two devices, please log in to your account and you will find an option to Manage your devices for any active Railcards you own. Simply select the device you want to remove. Once you have done this you will be able to add your Railcard to a new device.


  • 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.


  • 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. 


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

    Return to the website where you bought your Railcard, log into your account and you will find an option to ‘Manage your Railcard’ for any active Railcard’s you own. Simply select the device you want to remove. Once you have done this you will be able to add your Railcard to a new device.


  • 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 only compatible with devices that have the following software: Apple iOS 10 and above and Android 4.1 and above.

    The Railcard app is not compatible with Windows Phones.


  • 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.


  • 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.

     


  • 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.


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

    In most cases, you should get your Railcard instantly.

     




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, call or email us. You can also write using the postal address. We're open from 0700hrs to 2200hrs everyday except Christmas Day.

railcardhelp@nationalrail.co.uk

 

Tel: 0345 3000 250 

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

 

National Railcards
PO Box 10776
Ashby-de-la-Zouch
LE65 9FA

 

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. Contact details are shown below:

Email: advice@transportfocus.org.uk

Phone: 0300 123 0860

Freepost RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ

 
railcardhelp@nationalrail.co.uk

0345 3000 250 

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

National Railcards
PO Box 10776
Ashby-de-la-Zouch
LE65 9FA