Frequently Asked Questions?

Most frequently asked questions

  • What is a digital Railcard?
    A:

    When buying a Network Railcard, customers will have the choice 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.


  • 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.

    For a list of train companies in Great Britain, and their details, click here


  • 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.


  • What happens if I lose my device/digital Railcard?
    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.


  • Why has my digital 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.

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


  • 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.


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

    To removed your Network Railcard from an exitsting device you will need to login to your account and find the option to 'Manage your Railcard'.

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


  • 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.


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

    Digital Network Railcards are available instantly! No need to wait for it to arrive via post.

    Simply enter the code, we send you in your confirmation email, into the app and you're ready to go! 


  • Can I renew to a digital Railcard?
    A:

    Yes!

    You can renew your Network Railcard within 30 days of its expiry, to either a digital or a plastic Railcard.

    Just login to your account and select 'digital' when completing the renewal process.


  • How can I buy a digital Railcard?
    A:

    Digital Railcards can be bought through the Network Railcard website only. Click on 'Buy Now' from the homepage to get started.


  • What is the digital Railcard activation code?
    A:

    You need a digital Railcard activation code to add your digital Railcard to your app. You can find this code in the email we send after you complete your Railcard application.


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

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

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


  • My digital Railcard code won’t work
    A:

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

    Login to your account and request a new digital Railcard 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.


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

    If you have already bought a digital Railcard, you should have received an activation code by

    email.

     

    Just open the email, using the device you want to add your Railcard to, tap the link, and we will handle the rest.

     

    Or tap the ‘+’ button on the My Railcard screen, to enter your activation code manually.




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.

[email protected]

0345 301 1655 (Monday to Friday 09:00hrs - 17:00hrs)

 

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: [email protected]

Phone: 0300 123 0860

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

 

[email protected]

0345 301 1655 (Monday to Friday 09.00hrs - 17.00hrs)

 

 

 

Buy online in a few easy steps

1
Check area of travel
 
2
Enter your details
 
3
Review and secure payment

Existing customer ? Renew here