Frequently Asked Questions?

Most frequently asked questions

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

    In most cases, you should get your Railcard instantly.

    Mature students who want a 16-25 Railcard will have to wait a little longer, as these applications are checked manually. Please allow up to 5 working days for your Railcard application to be approved.


  • How can I buy a digital Railcard?
    A:

    Digital Railcards can be bought through the 16-25 Railcard website only. Click on 'Buy Now' from the homepage to get started.

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

    Mature students who want a 16-25 Railcard will have to wait a little longer as these applications are checked manually. Please allow up to 5 working days for your Railcard application to be approved.


  • Do I need to prove my eligibilty again if I am applying online?
    A:

    Not if you already hold a 16-25 Railcard that was issued by our online service and you are between 16 and 25 years of age.

    If your current Railcard was issued at a rail station then you will need to give either a passport or driving licence number. You can do this by setting up an account by registering online and then following steps to link your station Railcard with the account.

    Mature students in full time education will need to prove their eligibility each time they need to renew their Railcards. Please allow up to 5 working days for your Railcard application to be approved.

     

     

    Please note: We recently changed the system that holds customers' data and some customers may be asked to resubmit their proof of eligibility and photo. We are sorry for the inconvenience.


  • I am over 25 years old and in full time education – can I apply for a Railcard?
    A:
    Yes. We define full-time study as attending college or University (in the United Kingdom) for 15 hours or more a week for at least 20 weeks a year.

    You can apply at a rail station or via the 16-25 Railcard website. To apply online you will need to complete the 
    mature student application form including the "Mature Students Only" section and ensuring that it has been signed by either your tutor, head tutor, head of department or University/Collage administration staff member. Please note that students on home study and distance learning courses are not eligible. Please allow up to 5 working days for your Railcard application to be approved. 

     
    If you are applying at a rail station please pick up a 16-25 Railcard leaflet and complete the mature student application section

    You will also need to provide either a NUS card or a College/University photo-id card to confirm that you are in the current academic year of study.

    If you are now 26 years old and have an expiring Railcard that was bought online, you will not be able to renew this Railcard. Because of limits to our current system you will need to register a new account using a different email address.

    This information must either be shown at a station or scanned in and uploaded if you apply online.

  • I am a mature student, can I buy or renew a Railcard online?
    A:

    Yes. You will, however, need to complete a new mature student application form to prove that you are still in full time study. You will need to get it endorsed by your university/college and also include a copy of your student photo identity card or NUS photo ID. 

    Please allow up to 5 working days for your Railcard application to be approved.


  • What Universities and colleges are able to endorse Railcard applications?
    A:

    Any place of study that is on the database of the Department for Education for England and Wales, or included in the Scottish Executive's list of all maintained and independent places of study, or that holds Highly Trusted Sponsor status from the UK Border Agency or is on the list of establishments accredited by the British Council.

     
    Please click on this link to download the mature student application form


  • Can visitors to Britain buy a Railcard online?
    A:

    Yes, they can.

    If your delivery address is outside Britain, your Railcard will be despatched by Royal Mail. Delivery times are:

    • Europe: 3-5 working days

    • World zone 1 Americas, Africa Asia: 5-7 working days

    • World zone 2 Australia and New Zealand: 5-7 working days

    You can also buy a Railcard at Gatwick Airport, Stansted Airport rail stations, Luton Airport Parkway and Manchester Airport – but NOT at London Heathrow Airport.


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

    All customers 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.


  • How long do I have to wait for my Santander 16-25 Railcard to arrive?
    A:

    Please allow five working days for your Santander 16-25 Railcard to arrive. You have the option of paying £6.50 for Royal Mail Special Delivery. Providing you have placed your order before 16:00hrs this will guarantee that your Santander 16-25 Railcard is delivered within two days (Sunday to Thursday) or three days (Friday to Saturday). We add an extra week’s validity to your Santander 16-25 Railcard to allow for delivery time.

    You cannot travel on discounted tickets until you have received your Santander 16-25 Railcard. You cannot use your printed out confirmation of sale to get discount. The Santander 16-25 Railcard is the only proof of entitlement to discount that rail staff are able to accept.


  • How do I get my Santander 16-25 Railcard?
    A:

    Once you have received your unique code via a message within Santander’s Online Banking Service, you will need to log into the Santander 16-25 Railcard portal https://secure.santander-railcard.co.uk.  If you have not previously bought a Railcard online then you will need to log in as a new customer.  If you have bought a Railcard online previously, then your existing log in details should work. You will need to follow the instructions on the screen, enter your unique Santander code correctly, and upload a photograph of yourself, which will be printed onto your personal Railcard.

    Once your order has been completed you will receive an email confirmation and acknowledgement of your order number (this confirmation cannot be used to buy discounted tickets).

    Your new Santander 16-25 Railcard will be dispatched within one working day by UK Mail. Please allow 10 working days for delivery. You have the option of paying £6.50 for Royal Mail Special Delivery. Providing you have placed your order before 16:00hrs this will guarantee that your Santander 16-25 Railcard is delivered within two days (Sunday to Thursday) or three days (Friday to Saturday).


  • How do I buy my 16-25 Railcard for the first time?
    A:

    Please select "Buy 16-25 Railcard now" and follow the instructions. To demonstrate that you are eligible for a Railcard you will need a digital passport-style photo, saved on your computer, and either:

    • a valid passport
    • a valid UK driving licence number 
    • a valid National Identity Card (Machine readable cards from the European Economic Area only) 
    • in the case that you are a mature student, a 16-25 Railcard Application form that has been stamped by your place of study accompanied by your current university/college photo ID

    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 have the option of paying for Royal Mail Special Delivery. Providing you have placed your order before 1600hrs this will guarantee that your Railcard is delivered within two days (Monday to Thursday) or three days (Friday to Sunday).
     

    If your delivery address is outside Britain, your Railcard will be despatched by Royal Mail. Delivery times are:
    • Europe 3-5 working days

    • World zone 1 Americas, Africa Asia: 5-7 working days

    • World zone 2 Australia and New Zealand: 5-7 working days
     

    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.


  • 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 1600hrs this will guarantee that your Railcard is delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

    If your delivery address is outside Britain, your Railcard will be despatched by Royal Mail. Delivery times are:
    • Europe 3-5 working days

    • World zone 1 Americas, Africa Asia: 5-7 working days

    • World zone 2 Australia and New Zealand: 5-7 working days

    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.

    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 are able to accept.


  • Can I travel on discounted tickets if my Railcard expires before I complete my journey?
    A:

    Discounted tickets are only valid if you are using them with a valid Railcard. If you Railcard expires before the end of your journey then you will need to renew it to be able to complete your trip using expired tickets. If the only Railcard you have is expired you will not be able to continue to use your discounted tickets.


  • Can I use the Railcard in Northern Ireland or the Republic of Ireland?
    A:

    Railcards can be used for rail discounts in the area known as Great Britain (England, Scotland and Wales). They cannot be used for rail travel in either in Northern Ireland nor the Republic of Ireland.

    If you live in the Republic of Ireland or Northern Ireland you can buy a Railcard to use for travelling in Scotland, Wales or England. For more information on concessionary rail travel schemes in Northern Ireland please see www.translink.co.uk  or the Republic of Ireland please see www.irishrail.ie .


  • How can I renew my station-purchased Railcard online?
    A:

    You can renew your station-purchased Railcard within 30 days of its expiry date. Go to the homepage and click on the "Login and Manage your Account" button. From here you will be given the opportunity to "Register Your Railcard". Once you have completed this you will be given the option to renew your Railcard.


  • Which train companies give Railcard discounts?
    A:

    You can use your Railcard on all franchised train operating companies that provide services within England, Scotland and Wales.

    Railcards do not give discounts on Eurostar services, Charter services, and Heritage Railways unless state otherwise.

     

     


  • I bought my Railcard from a rail station and all of the information on it has faded. What can I do?
    A:

    Railcards issued at stations are printed on paper. On rare occasions, the way that the surface of the Railcard interacts with the plastic in some ticket wallets destabilises the print and makes it fade. If this has happened to your Railcard you can take it into a staffed rail station and they will replace it free of charge. Most stations will be able to check the validity of the Railcards by running it through the ticket–issuing machine to check when it was originally issued.


  • 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.


  • The system won't accept my driving licence code - can you help?
    A:
    If you are using a driving licence to apply, please make sure that the name you use to apply for your Railcard is typed into your application in exactly the same format in which it is shown on your driving licence.

    This means that if an apostrophe or hyphen in your name has been left out of your name on your driving licence you need to leave it out of the name you use for your Railcard.

    For example, if your name is “O’brian” and it is shown as “Obrian” (without the apostrophe) on your driving licence, then you should type it as “Obrian” in your Railcard application.

  • I am having trouble uploading my photo for my 16-25 Railcard – what can I do?
    A:

    We're sorry that you've experienced problems whilst uploading a photograph. There can be a number of causes of this - some of which are difficult to diagnose. We’ve compiled a list of trouble-shooting tips that you can try before contacting us:

     

    • Retry the photo upload. Close your web browser before restarting it and logging in again

     

    • Enable Javascript on your web browser. Your web browser may be configured in a way that it makes uploading the photo more difficult (such as. having the Javascript disabled).  Please check your settings and ensure that Javascript is enabled

     

    • Make sure you have up-to-date web browser software. Although our website supports the top browsers (such as Internet Explorer, Chrome, Safari, Mozilla Firefox and Opera), some older versions of these browsers are more likely to cause problems uploading image files to our website. Try updating your web browser to the latest version, or try a different web browser/computer

     

    • Make sure your image is 2 megabytes (2Mb) in size or less. We accept images up to 2Mb in size but the smaller the file the better - it will take less time to transfer to our servers. Crop your photograph before uploading and/or reduce the quality but be careful - the picture still needs to be clear enough to print on the Railcard

     

    • Check that your internet service provider (ISP) is not experiencing problems. These are often difficult to detect but if other websites are unusually slow (especially noticeable when downloading images), then your ISP may be having network issues or might be congested. You may want to check with your ISP by visiting their 'service status' webpage

     

    If you have done all of the above and are still experiencing problems, then please call us on 0345 3000 250.

     


  • 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.


  • 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.

    If you do this you can use your passsport, UK driving licence, birth certificate or National Identity card (for non-UK nationals) as proof of your date of birth

  • 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.


  • 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 address details if I am an online Railcard customer?
    A: Please go to "Login and Manage your account" from the homepage log in to your account. You will be given the option to update your details from your account summary screen.

  • Can I buy a Railcard for another person?
    A: Yes, you can buy a 16-25 Railcard, a Senior Railcard or a Family & Friends Railcard for a friend or family member as long as they are eligible for the Railcard you are getting them. If you are buying a 16-25 Railcard or a Senior Railcard 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.

  • The system says my passport code is “invalid”. What can I do?
    A:

    We accept machine readable passport codes from ALL countries with the exception of those issued in the Philippines and Bangladesh prior to 2010. So if you have a valid passport your passport code should work.

     

    When inputting your passport details into the system please ensure you are entering all characters including each chevron “<” where it appears on your passport. You will need to input:

     

    • 10 digits or characters into the first box
    • three letters in the second box identifying your nationality
    • seven digits in the third box
    • an F or M identifying your gender in the fourth box
    • seven digits in the fifth box
    • the last two digits of your passport code in the sixth box

     

    If all of the above information is correct and the system says that your number is still invalid, please check that the information you have supplied on the Cardholder Details page is correct. You must:

     

    • use your full name as it is shown on your passport. Do not use any shortened version of your name (for example, “Bob” when you are “Robert” on your passport)
    • put your personal name in the “Your First Name” field and your family name in the “Your Surname” field
    • make sure that your gender is as it is shown on your passport

  • I can’t find my year of birth in the drop down menu in the “Your Date of Birth” section of the application. What can I do?
    A: The chances are you have ticked the “Tick if you are a mature student” box on the “Choose Railcard” page. This box should only be ticked by applicants who are 26 years of age or older and still in full time education. Please remove the tick from the mature student box and you will be offered the range of birth dates for applicants who are between 16 and 25 years old.

  • 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.


  • What is an acceptable image to use for my Railcard photograph?
    A: The image should be a good recognisable likeness of you.

    We prefer colour pictures but black and white images are acceptable. Your head and shoulders should be in close-up, with your face clearly visible and filling approximately 70% of the frame (in the same way it would for a passport or driving licence). The image must be in sharp focus.

    Please make sure that your face is not obscured by hats or hair.

    The file of your photo must be either a .jpg, .bmp, or a .gif and must not exceed 2Mb. with a resolution of at least 300dpi .We will reject photos if they are not appropriate and ask you for a more suitable image.

  • Why is the title "Mx" not available when I come to make payment?
    A: If you have given your title as "Mx" during the application process then this will be shown on your Railcard and in all correspondence that we have with you. However, the secure payment process is delivered by our Payment Provider and we are only able to offer the range of titles that it provides.

  • Can I use a provisional driving licence to prove my age online?
    A: Yes. Provisional driving licences can be used to demonstrate your age to our online system.

  • 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 0700hrs to 2200hrs 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 6616
                             Arbroath
                             DD11 9AR     

     

    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/

     

     

     

                                           

                                          

     

     

     

     


  • Is there a Santander Railcard for disabled customers?
    A:

    Whilst we don't have a specific Santander 16-25 Railcard for disabled customers, if you are eligible we can provide Disabled Persons Railcard as an alternative.  Please contact

    E:  Railcardhelp@atoc.org

    T: 0345 3000 250 ( 0700 - 2200 )

    P: National Railcards
        PO Box 6616
        Arbroath
        DD11 9AR


  • 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 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.


  • What is the digital Railcard activation code?
    A:

    You need a digital Railcard code to add your 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 16-25 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.


  • 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 login to your account and select 'digital' when completing the application process.


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

    To removed your 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 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**


  • 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.


  • 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.


  • 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 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 is a digital Railcard?
    A:

    When buying a 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.


  • 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 apps and are instead getting a status of 'Expired'.

    We are looking to get this changed, but the simple reason this is happening, is this is because your existing Railcard still has validity left of 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.


  • 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.

  • 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.


  • Can I buy a 16-25 Railcard in advance of my 16th birthday?
    A: If you order online then yes, you can order one up to 14 days in advance of your 16th birthday.

    Please note that you cannot buy Railcards in advance of your 16th birthday from rail stations.

  • Can I continue to use my Railcard if I have my 26th birthday before it expires?
    A: Yes. You can buy or renew your 1-year 16-25 Railcard up to and including the day before your 26th birthday and keep using it until its expiry date. With 3-year 16-25 Railcards you can buy them up until the day before your 24th birthday, which will make the expiry date the day before your 27th birthday.


  • How old do I have to be to buy a 3-year Railcard?
    A: You can get a 3-year 16-25 Railcard right up until the week before your 24th birthday.

    Please do not wait until the last day before your 24th birthday to apply. Whilst we will fulfil any completed orders we receive we regret that we will not be able to issue you with a 3-year Railcard if problems (technical or otherwise) prevent you from placing your order successfully.

    By applying at least a few days in advance of your 24th birthday you will leave time for us to be able to help you if you have any difficulties with your application.

  • Why can't mature students buy 3-year 16-25 Railcards?
    A: People who are older than 25 years of age can only buy and use a Railcard if they are in full time study. We therefore require mature students to demonstrate that they are still in full time education each time they buy or renew a Railcard.

  • What provision do you make for Open University students?
    A: Because the vast majority of Open University (OU) students do not attend an academic institution to study full time, they are not eligible for a 16-25 Railcard. However, OU students who are studying full time courses at the Open University campus in Milton Keynes are eligible as they physically attend the campus to undertake their courses.

  • Are there any offers I can benefit from as a Railcard holder?
    A: Yes. Please see our Member’s Area

  • Can I claim a refund if I don't use my Railcard?
    A: No. Unfortunately once a Railcard has been issued it is non-refundable.

  • What do I do if my Railcard is lost or damaged?
    A: If you bought your Railcard online, you will need to get a replacement online. You can only apply for a replacement Railcard seven or more days after the date of original purchase.

     

    You will have to pay a £10 administration fee if your Railcard was lost or damaged. 

     

    To apply for a replacement Railcard, please login here and follow the instructions on screen.

     

    If you bought it elsewhere, provided you can produce the completed "Receipt" portion of your original application form, then you can apply for your lost or damaged Railcard to be replaced at any staffed station ticket office. You will have to pay a £10 administration fee.

     

    Until you have your replacement Railcard, we’re sorry but you will have to pay the full fare. The lost discount is not refundable.

  • What do I do if my Railcard is stolen?
    A: If your Railcard has been stolen and you have been given a crime reference number or documents by the Police, then we will give you a free replacement.



    To replace a stolen Railcard you bought online, please login to your account and follow the replacement process, you will need to quote your crime reference number. You can also call our Helpline on 0345 3000 250.

     

    To replace a stolen Railcard you bought at a station you need to go to a station with your crime reference number/documentation and some form of identification. You will then be issued with a complimentary Railcard. Remember that you will also need to provide a new photo if you need to replace your stolen 16-25 Railcard Photocard at a station.

  • What happens if I don't have my Railcard with me and I have to buy a new ticket or pay a Penalty Fare?
    A:

    If you are travelling by train on a ticket with a Railcard discount, you must travel with your valid Railcard. If you forget your Railcard you will either be required to buy a new ticket or you may on certain services be liable for a Penalty Fare. However, a train company will normally allow you to claim back this extra expense on the first occasion in each year where this happens.

    Each train company will have their own process for doing this. You will need to provide proof of your Railcard and either the original and additional tickets that you have purchased, or if you have not yet paid, details of the notice to pay or notice of Penalty Fare. Where you have already paid for additional tickets you should contact the relevant train company’s customer services department; in the case of a notice to pay of notice of Penalty Fare, you should follow the instructions included on how to challenge or appeal the charge.


  • I am aged between 16 and 25 years old. I bought my current 16-25 Railcard from the online service, it is about to expire, how do I renew it?
    A: Providing the expiry date of your Railcard is within 30 days you will be able to renew it. Just log back into your account. You can renew your Railcard if it is due to expire before your 26th birthday.

    You can just select your Railcard from your account summary screen, confirm your details and make your payment. Your renewed Railcard will then be sent to you.

  • I am aged between 16 and 25 years old. My current Railcard is due to expire just after my 26th birthday - can I renew it early?
    A: No. You will not be able to renew a Railcard if its date of issue is after your 26th birthday unless you are a Mature Student.

    However, you can still buy another 16-25 Railcard by setting up another account using an alternative address and making your purchase just before your 26th birthday.

    We will not be able to refund you for any over-lapping period of validity between the two Railcards.

  • I am trying to register my station bought Railcard but it has faded and I cannot read the expiry date. What can I do?
    A: We're sorry to hear that your expiry date has faded from the face of your Railcard. If you have the stamped receipt from the time of purchase this will have the date. If you no longer have the stamped receipt please email us for further assistance.

  • Can I use my 16-25 Railcard at any time of day?
    A: Yes you can. However, for all journeys made between 4.30am and 10am Monday to Friday a minimum fare of £12 is payable. There is no minimum fare when you travel at weekends, on Public Holidays, or during July and August.

    If you travel regularly before 10 am, then a weekly or monthly season ticket may be more appropriate, though you won’t be able to get a Railcard discount.

  • Can I use my Railcard on any Train Company?
    A: Yes. Your Railcard is accepted by all of the Train Companies who operate Passenger Railway Services in Great Britain, except Eurostar.

    Special excursions and charters are also excluded.

  • Can I use my Railcard to buy my ticket on the train rather than at a station?
    A: Only if there is no ticket office, or the ticket office is closed and there is no ticket machine available to buy your discounted ticket at the station at which you began your journey.  If this is the case you can buy your discounted ticket from ontrain staff.

    Otherwise, if ticket facilities were available at the station you could be charged the full price Standard Single fare.

  • Can I use my Railcard to buy tickets for other people?
    A: No. The Railcard is for your use only, and provides discounts only on tickets bought for your own use. It does not cover anyone accompanying you.

  • Will I have to pay the full fare if I forget to bring my Railcard when I travel?
    A: Yes. You must show your valid Railcard and Photocard when you buy your ticket. You also need to have your Railcard and Photocard with you on each journey and present it to staff when your ticket is checked aboard the train.

    Failure to present both your Railcard and Photocard will mean you have to pay a full fare, which is not refundable.

  • Can I reserve my seat if booking a ticket in advance?
    A: Yes, providing that there are reservations available on the service on which you are travelling. Many train companies will allow you to reserve a seat free of charge on longer distance journeys.

    Please check with the local ticket office staff before buying tickets.

  • Can I get a discount on Season tickets and period Travelcards with a Railcard?
    A: No, we’re sorry but the Railcard gives no discount on these types of ticket. 

  • Can I use my Railcard for tickets for travel on the London Underground?
    A: With your Railcard you can get 1/3 off a London Zones 1-6 Off-Peak Day Travelcard (subject to a minimum fare which is currently £8.30) and an Anytime Day Travelcard when bought as part of your journey to London from outside London Zones 1-9 (subject to a minimum fare which is currently £18.10).
     
    With an Oyster card, you can get your Railcard discount loaded onto your Oyster card to save 1/3 on single off-peak pay as you go fares on London Underground and Docklands Light Railway services in London. You will need to have registered your Oyster in your name to do this. Simply take your Oyster card and valid Railcard to a London Underground station and ask a member of staff to set the discount for you. You can also get the discount set at Oyster Ticket Shops and Visitor Centres.

  • Will I receive the Railcard discount on any chargeable items I take on the train with me?
    A: The Railcard discount does not cover charges on various articles or animals.

    For details about which items carry a charge, and details of the charges, please call National Rail Enquiries on 03457 48 49 50

  • Can I use my Railcard in conjunction with Train Company special offers?
    A: Yes. You can use it with the 2FOR1 Days Out Guide promotions and most offers given by train companies. Please note that your Railcard may get you the full 1/3 discount on some Train Company special offers, but many offers include a smaller discount or no discount at all. It's best to ask at your local station for details of a specific offer, or call National Rail Enquiries on 03457 48 49 50.

    Alternatively, you can visit www.nationalrail.co.uk.

  • Can I use my Railcard for tickets for travel on the London Underground?
    A: With your Railcard you can get 1/3 off a London Zones 1-6 Off-Peak Day Travelcard (subject to a minimum fare which is currently £8.60) and an Anytime Day Travelcard when bought as part of your journey to London from outside London Zones 1-9 (subject to a minimum fare which is currently £18.60).
     
    With an Oyster card, you can get your Railcard discount loaded onto your Oyster card to save 1/3 on single off-peak pay as you go fares on London Underground and Docklands Light Railway services in London. You will need to have registered your Oyster in your name to do this. Simply take your Oyster card and valid Railcard to a London Underground station and ask a member of staff to set the discount for you. You can also get the discount set at Oyster Ticket Shops and Visitor Centres.

  • 16-25 Railcard Terms and Conditions
    A:

    There are important terms and conditions that you need to understand before you use your Railcard. Please click on the link to the 16-25 Railcard terms and conditions to read these:

    16-25 Railcard terms and conditions

     


  • Links to Railcard Terms & Conditions
    A: There are important terms and conditions that you need to understand before you use your Railcard. Please click on the link to the Railcard you are purchasing to read the terms and conditions relevant to you:

    16-25 Railcard - terms and conditions


    Family & Friends Railcard - terms and conditions

    Senior Railcard - terms and conditions

    Two Together Railcard - terms and conditions


  • Can I laminate the paper Railcard I have bought from a station to protect it?
    A:

    No. Please do not laminate your Railcard. In most instances the heat of a laminating machine will turn the surface of your Railcard black, damaging it and making it illegible. If this happens you will need to buy a replacement Railcard (for a fee of £10 if you have had no previous replacements).

    Laminated Railcards cannot be accepted by rail staff as the lamination makes it difficult to validate that the Railcard has not been tampered with.

    To protect your Railcard please keep it in a plastic ticket wallet which is available for free from any staffed station.


  • My Santander unique code is not working. What can I do?
    A:

    Please check that you have read each character of the unique code correctly. We do try to use unique codes that are easy to read, but occasionally applicants might confuse some of the characters.

    If you are still having difficulty please call the Railcard team on 0345 030 4100 and they will be able to check the status of your unique code.  Please note that your code is unique to you and can only be used once to apply for a Santander 16-25 Railcard.

    Your Santander unique code will be valid for 60 days from the date of issue.  If your unique code has expired you will need to contact Santander Customer Services on 0800 9 123 123.


  • My appearance has changed significantly since I ordered my Santander 16-25 Railcard. How can I update my photograph?
    A:

    If your appearance has changed and your photograph no longer resembles you, you can arrange to have your photograph updated. There is a £10 administration fee for this. Please call our Railcard helpline on 0345 030 4100. Our advisors will then be able to take payment and advise you of how you can supply your new photograph.




  • Can I collect my Santander 16-25 Railcard at a rail station?
    A: We’re sorry, but your Santander 16-25 Railcard cannot be collected from a rail station. The Santander 16-25 Railcard will be sent to you in the post around 5 days after your Santander 16-25 Railcard order completion. You will not be able to travel on discounted tickets until you have your Santander 16-25 Railcard and you cannot use the printed confirmation of sale.

  • Can I buy tickets at a discounted rate before my Santander 16-25 Railcard arrives?
    A: No. You must carry your Santander 16-25 Railcard with you on all journeys for which you have bought discounted tickets with the Santander 16-25 Railcard. Therefore, if you buy discounted Santander 16-25 Railcard tickets before you receive your Santander 16-25 Railcard, you do this at your own risk.

  • My Santander 16-25 Railcard has not arrived in the post. What can I do?
    A:

    You will need to wait five working days and then log back into your Railcard 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 application date. We believe this is long enough for a customer to notify us they have not received their Santander 16-25 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. 


  • Can I buy a Santander 16-25 Railcard for another person?
    A: Yes, but you will not be able to do this through the Santander 16-25 Railcard website, nor will you be able to use your Santander unique code to do this.  You will need to log in via the main www.16-25Railcard.co.uk  website.  You can buy a 16-25 Railcard, a Senior Railcard or a Family & Friends Railcard for a friend or family member as long as they are eligible for the Railcard you are getting them. If you are buying a 16-25 Railcard or a Senior Railcard you will need to supply the evidence (such as a passport or driving licence code) to prove their eligibility.

  • Can I use my Santander unique code to buy a Santander 16-25 Railcard for another person?
    A: No. Santander 16-25 Railcards are only available to the holders of Santander Student Current Accounts who have received unique codes from the bank. They cannot be transferred.

  • I already have a Railcard. Can I use my Santander unique code to renew my existing Railcard?
    A:

    Your Santander unique code will be valid for 60 days from the date of issue.  If you already have a Railcard that is due to expire within this time you can wait until the day after it has expired and then apply for your Santander 16-25 Railcard through https://secure.santander-railcard.co.uk

    If you cannot wait until your Railcard has expired, or your current Railcard is not due to expire at a date later than three months away, please note that you will not be able to renew using your current online Railcard account. You will need to set up a new account through https://secure.santander-railcard.co.uk  using an email address that is different to one you have used previously and buy a new Railcard.


  • Can I order my Santander 16-25 Railcard to start at a date in the future?
    A: No. All Santander 16-25 Railcards are issued to start from the moment that they are issued. They will be valid for 4 years plus one week (to allow for delivery).

  • Santander 16-25 Railcard terms and conditions
    A:

    There are important terms and conditions that you need to understand before you use your Santander 16-25 4-Year Railcard. Please click on the link to the Railcard terms and conditions to read these:

    Santander 16-25 Railcard - terms and conditions

     


  • Can I use my Santander 16-25 Railcard on train services in Northern Ireland?
    A: Your Santander 16-25 Railcard can only be used for discounts on the National Rail network in Great Britain; that is England, Scotland and Wales. It cannot be used on train services in Northern Ireland or the Republic of Ireland.  Residents of Northern Ireland can apply for a Santander 16-25 Railcard to use when they travel in Scotland, Wales or England.

  • Can I use my Santander 16-25 Railcard to buy my ticket on the train rather than at a station?
    A: Only if there is no ticket office, or the ticket office is closed and there is no ticket machine available to buy your discounted ticket at the station at which you began your journey. If this is the case you can buy your discounted ticket from ontrain staff. Otherwise, if ticket facilities were available at the station you could be charged the full price Standard Single fare.

  • Can I use my Santander 16-25 Railcard to buy tickets for other people?
    A: No. The Santander 16-25 Railcard is for your use only, and provides discounts only on tickets bought for your own use. It does not cover anyone accompanying you.

  • I have a question about the tickets I can get discounts on with my Santander 16-25 Railcard, where can I find this information?
    A: Please visit the frequently asked questions section of the 16-25 Railcard website – www.16-25railcard.co.uk/using-your-card/faqs

  • Can I claim a refund if I don't use my Santander 16-25 Railcard?
    A: No. Unfortunately once a Santander 16-25 Railcard has been issued it is non-refundable. There is no cash alternative and the Railcard is not transferable to any other person.

  • What do I do if my Santander 16-25 Railcard is lost or damaged?
    A: You can only apply for a replacement Santander 16-25 Railcard seven or more days after the date of your original application. You will have to pay a £10 administration fee if your Santander 16-25 Railcard was lost. To apply for a replacement Santander 16-25 Railcard, please log into your Railcard account and follow the instructions on screen. Until you have your replacement Santander 16-25 Railcard, we’re sorry but you will have to pay the full fare. The lost discount is not refundable.

  • What do I do if my Santander 16-25 Railcard is stolen?
    A: If your Santander 16-25 Railcard has been stolen and you have been given a crime reference number or documents by the Police, then you will normally get a free replacement. To replace a stolen Santander 16-25 Railcard, please log into your Railcard account and follow the instructions on screen.

  • I already have a Santander bank account, can I have a Santander Railcard?
    A:

    Santander is making its Railcard available to all new Student Account customers, all customers switching to the Santander Student Account from other banks and customers who are upgrading to Student Accounts from non-Student accounts (such as Santander’s Youth Account).

    At present the Santander Railcard is not available to existing Student Account holders. If you would like to discuss your eligibility for the Santander Railcard further please contact Santander Customer Services on 0800 9 123 123.

    Please note that if you are aged between 16-25 years of age or in full time study you are eligible for a standard 16-25 Railcard – our website www.16-25Railcard.co.uk has full details.


  • Can I use auto-renewal?
    A:

    Auto-renewal allowed customers to have their 1-year Railcards renew automatically 14 days before the expiry date using their existing debit/credit payment details.

    The auto-renewal option was removed from the website on 4 April 2019.

    The final auto-renewals were made on 3 April 2019 for Railcards expiring on 17 April 2019. Therefore, customers who selected auto-renewal when they purchased and have an expiry date after 17 April 2019, will need to renew through their online account instead.

    Some customers may have received an email saying that their Railcard would be renewed automatically, but if it has an expiry date after 17 April 2019, this will not have been attempted. Railcards can be renewed up to 30 days before their expiry date through an online account, by clicking the “RENEW” button and following the instructions from there.




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 6616
Arbroath
DD11 9AR

 

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 6616
Arbroath
DD11 9AR

 

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