Frequently Asked Questions?

Most frequently asked questions

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

  Please note that it can take up to 5 working days to process your application.

  If you have ordered a digital Veterans Railcard, once your application has been approved, it will be available to download on your device using a download code which will be sent to your registered email address. Once downloaded you can use your digital Veterans Railcard straight away. If you have bought the Veterans Railcard on behalf of someone, the download code email will be sent to the person you have bought the Railcard for (cardholder email address). Please click here for the step by step guide on how to add a digital Railcard to your device.

  If you have ordered a plastic Veterans Railcard, please allow 15 days for delivery. If you paid for ‘Special Delivery’ and placed your order before 17:00pm, your Veterans Railcard is guaranteed to be delivered before 13:00pm the next working day (Monday to Thursday). If your Veterans Railcard was ordered on Friday or Saturday before 11:00am, it will be delivered the following Monday.

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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 only compatible with devices that have the following software: Apple iOS 14.0 and above and Android 5.0 and above.

  The Railcard app is not compatible with Windows Phones.

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• I can’t find my download code
  A:

  Please check your mailbox (including your junk mail) for an email from our Railcard team. Please note that if you have bought the Veterans Railcard on behalf of someone, the download code email will be sent to the person you have bought the Railcard for (cardholder email address).

  If you still can’t find it, please click on ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click ‘MY RAILCARD’ then click ‘View my Railcard’ to request a new download code. Your new download code will be generated once you have clicked ‘Get new Download Code’.

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

  If you have already purchased a digital Veterans Railcard, you should have received an email which contains a download code. You will use this download code to add your digital Veterans 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 digital Veterans Railcard.

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

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• My download code won’t work
  A:

  Your download code may have expired or been used on too many devices. You can only store your digital Veterans Railcard on a maximum of 2 devices, so you will need to remove it from an existing device to add it to a new one.

  Please click ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click ‘MY RAILCARD’ then click 'View my Railcard'. You now need to click 'Remove' under 'Registered Devices' to remove one device. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your Veterans Railcard to a new device.

  If the problem persists, please contact the customer services team on 0345 301 1656.

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• What is this download code?
  A:

  The download code allows you to add a purchased Railcard to the Railcard app. The download code is found within the email confirmation you would have received after we have approved your Railcard application.

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

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• What happens if I lose my device?
  A:

  If you lose the device where your digital Veterans Railcard was downloaded, you will need to log in to account and remove it from the lost device.

  Simply click ‘Manage my Railcard’ on the top right of the website homepage to log in to your account. Once logged in, click ‘MY RAILCARD’ then click ‘View my Railcard’. Under ‘Registered Devices’ click ‘Remove’ next to the device you want to remove. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your Veterans Railcard to a new device.

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

  Simply click ‘Manage my Railcard’ on the top right of the website homepage to log in to your account. Once logged in, click ‘MY RAILCARD’ then click ‘View my Railcard’. Under ‘Registered Devices’ click ‘Remove’ next to the device you want to remove. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your Veterans Railcard to a new device.

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

  You may have already stored your digital Veterans Railcard on 2 devices. Please note that you can only store your Veterans Railcard on a maximum of 2 devices, so you will need to remove it from an existing device to add it to a new one.

  Simply click ‘Manage my Railcard’ on the top right of the website homepage to log in to your account. Once logged in, click ‘MY RAILCARD’ then click ‘View my Railcard’. Under ‘Registered Devices’ click ‘Remove’ next to the device you want to remove. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your Veterans Railcard to a new device.

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• What happens if I have no battery 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.

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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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• I couldn’t show my Railcard on a journey and have been issued a full fare! What can I do?
  A:

  If you get caught out while travelling, you can make one claim a year, to be compensated for a penalty you’ve incurred. To do this, you will need to visit the website of the train company who issued the penalty and contact their customer service centre.

  Please click here for the list of all train companies in Great Britain and their contact details.

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• I haven't received my download code yet
  A:

  Please click ‘Manage my Railcard’ on the top right of the website homepage to log in to your account. Once logged in, click ‘MY RAILCARD’ then click ‘View my Railcard’ to request a new download code. Your new download code will be generated once you have click ‘Get new Download Code’.

  If you are still having issues with your code, please contact us on 0346 301 1656.

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• Why doesn’t my download code work
  A:

   

  Your download code may have expired or been used on too many devices. You can only store your Veterans Railcard on a maximum of 2 devices, so you will need to remove it from an existing device to add it to a new one.

  You will need to click ‘Manage my Railcard’ on the top right of the website homepage to log in to your account. Once logged in, click ‘MY RAILCARD’ then click ‘View my Railcard’ to request a new download code. Your new download code will be generated once you have click ‘Get new Download Code’.

   

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• 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.

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• How do I unblock my Railcard?
  A:

  You will need to contact our customer support team on 0345 301 1656  so that we can better understand the activity that has caused your Veteran Railcard to be blocked.

  If appropriate, they will be able to unblock your Veteran Railcard for further use. 

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