Frequently Asked Questions?

Yes. You will, however, need to complete a 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.

Yes, you can buy a 16-25 Railcard for another person online as long as they are between 16 and 25 years old or are mature students attending a recognised college or University in the United Kingdom for 15 hours or more a week for at least 20 weeks a year. You will need to provide proof of their date of birth (passport, UK driving licence number or EEA national identity card), their passport-style photo and their completed Mature Student application form signed and stamped by their place of study to prove their eligibility.

To order the Railcard, click ‘Buy Now’ on the website homepage and then when you get to the question, "Who is the Railcard being purchase for?" choose the option " The Railcard is for someone else" and follow the instructions on the screen to continue with your purchase. You will also be asked to register if you do not already have an account or log in using your registered email address and password.

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.  

To apply for a replacement card, click ‘Manage my Railcard’ on the 16-25 Railcard website homepage to log in to your account and apply for a replacement. 

Once logged in, click on ‘Details’ under your active Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select lost or damaged, then click continue and follow the instructions on the screen. You will also have to pay a £10 administration fee to replace a lost or damaged Railcard.

Please note that you can only apply for a replacement Santander 16-25 Railcard 10 days after the date of original purchase. You can have one replacement each year of your Railcard validity.

You cannot travel on discounted tickets until you have received your Santander 16-25 Railcard.

 

You can buy your 16-25 Railcard online or at a staffed station Ticket Office.

To buy online, simply click ‘’Buy Now’’ on the website homepage and follow the instructions on the screen. You will need to provide a valid passport or UK driving licence or EEA National Identity Card number to prove your date of birth and a digital passport-style photo.

If 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 will need to be provided. You will also need to provide a digital passport-style photo.

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).

If you have purchased a plastic 16-25 Railcard, please allow 10 days for delivery. You can choose to pay for ‘Special Delivery’, but you will have to place your order before 15:45pm to guarantee that your Railcard is delivered within 2 days (Monday to Thursday) or 3 days (Friday to Sunday).

If you are unable to wait for your 16-25 Railcard to be delivered to you, you can also download and complete an online application form and go to any staffed station Ticket Office to apply in person. You will need to provide a valid passport or UK driving licence or EEA National Identity Card number to prove your date of birth and a digital passport-style photo.

If you have purchased a digital 16-25 Railcard, a download code will be sent to your registered email address, along with instructions on how to download your Railcard. 

You will not be able to travel on discounted tickets until you have your Railcard.

With your Railcard you can get 1/3 off 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 £23.60).
 
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.

See the Transport for London website for more details on Oyster pay as you go.

To verify your age using digital ID, you’ll need to use the Chrome browser on an Android mobile device and have a digital ID pass stored in Google Wallet. To create an ID pass you need a UK or US passport. 

Digital ID verification is only available when purchasing a Railcard for yourself and isn’t supported on iPhones, other browsers, or desktop computers.

If you don’t have or prefer not to use a digital ID, you can still verify your age by manually entering the document number from your passport, UK driving licence, or EEA national identity card.

If your digital ID verification fails, don’t worry—you can switch to manual entry using one of the accepted documents listed above.
 

You cannot buy a Santander 16-25 Railcard for another person nor can you buy it on the 16-25 Railcards website. The promotional code provided by Santander is unique to you and can only be used on the Santander 16-25 Railcard portal on https://secure.railcard.co.uk/purchase/santander

Your Santander promotional 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.railcard.co.uk/purchase/santander

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.railcard.co.uk/purchase/santander  using an email address that is different to one you have used previously and buy a new Railcard.

Once you have received your promotional code via a message within Santander’s Online Banking Service go to the Santander 16-25 Railcard portal by clicking on https://secure.railcard.co.uk/purchase/santander and follow the instructions on the screen.

You will be given the option to have a plastic or a digital Railcard. When you get to ‘Choose the type of Railcard you would like’, select ‘Digital’ and follow the instructions on the screen to continue with your order.

You will need to enter your Santander promotional code correctly in the box below ‘If you have a valid Santander 16-25 Railcard promotional code, please enter it below’ to continue. You will also be asked to register if you do not already have a Railcard account or log in using your registered email address and password. You’ll also need to provide a photograph of yourself.

In most cases, your digital Santander 16-25 Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard.

 

Take a look at this page for more information on managing your Railcard

 

 

 

Santander 16-25 Railcard cannot be collected at a rail station. It can only be ordered on the Santander 16-25 Railcard portal on https://secure.railcard.co.uk/purchase/santander once you have received your promotional code via a message within Santander’s Online Banking service.

 

Digital Railcard

If you order a digital Santander 16-25 Railcard, it will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard.

 

Plastic Railcard

If you order a plastic Santander 16-25 Railcard please allow 10 days for the Railcard to arrive. You can choose to pay for ‘Special Delivery’, but you will have to place your order before 15:45pm to guarantee that your Railcard is delivered within 2 days (Monday to Thursday) or 3 days (Friday to Sunday).

 

You cannot travel on discounted tickets until you have received your Santander 16-25 Railcard

Once you have received your promotional code via a message in the 'Statement and documents section' within Santander’s Online Banking Service go to the Santander 16-25 Railcard portal by clicking on https://secure.railcard.co.uk/purchase/santander and follow the instructions on the screen. You will need to enter your Santander promotional code correctly in the box below ‘If you have a valid Santander 16-25 Railcard promotional code, please enter it below’ to continue. You will be asked to register if you do not already have a Railcard account or log in using your registered email address and password. You will also need to provide a photograph of yourself.

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).

 

Digital Railcard

If you have ordered a digital Santander 16-25 Railcard, it will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard.

 

Plastic Railcard

If you ordered a plastic Santander 16-25 Railcard please allow 10 days for your Railcard to arrive. You can choose to pay for ‘Special Delivery’, but you will have to place your order before 15:45pm to guarantee that your Railcard is delivered within 2 days (Monday to Thursday) or 3 days (Friday to Sunday).

 

 

 

Santander Railcard is not available to existing Student Account holders. It is 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).

It is also available with new eligible Santander Savings Accounts for a limited time.

If you would like to discuss your eligibility for the Santander Railcard further, please contact Santander Customer Services on 0330 9 123 123.

 

Your Railcard is available in the app, even if you are offline.

However, you will need an internet connection to buy your Railcard or add it to a new device.

If you bought your 16-25 Railcard online, please go to ‘Manage my Railcard’ on the website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active plastic 16-25 Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select lost or damaged, then click continue and follow the instructions on the screen. You will also have to pay a £10 administration fee to replace a lost or damaged Railcard..

Please note that you can only apply for a replacement Railcard 10 days after the date of original purchase and only 1 replacement may be issued in a 12-month period.

If you bought it at a station, 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 also have to pay a £10 administration fee, provide a passport-style photo and a valid passport, UK driving licence or EEA national identity card to prove your eligibility.

Please check that you have read each character of the promotional code correctly. We do try to use promotional 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 0330 9 123 123 and they will be able to check the status of your promotional code.  Please note that your promotional code is unique to you and can only be used once to apply for a Santander 16-25 Railcard.

Your Santander promotional code will be valid for 60 days from the date of issue.  If your promotional code has expired, you will need to contact Santander Customer Services on 0330 9 123 123

Digital Railcard can be bought online only. Please click on 'Buy Now' on the website homepage to get started. When you get to the question ‘Choose the type of Railcard you would like’, select ‘Digital’ and follow the instructions on the screen to continue with your purchase.

In most cases, your digital 16-25 Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard. 

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 reviewed and approved.

Click here for more information on managing your Railcard

You will need to wait 10 days, then go to ‘Manage my Railcard’ on the 16-25 Railcard website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘lost’, then click continue and follow the instructions on the screen. 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. 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.

Digital Railcard

If you have ordered a digital Santander 16-25 Railcard, it will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard.

 

Plastic Railcard

If you have ordered a plastic Santander 16-25 Railcard, please allow 10 days for delivery. If you paid for ‘Special Delivery’ and placed your order before 15:45pm, your Railcard will be delivered within 2 days (Monday to Thursday) or 3 days (Friday to Sunday).

 

You cannot travel on discounted tickets until you have received your Santander 16-25 Railcard.

You will need to wait 10 days, then go to ‘Manage my Railcard’ on the 16-25 Railcard website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active 16-25 Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘lost’, then click continue and follow the instructions on the screen. 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. 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.

 

If you have ordered a plastic 16-25 Railcard online, please allow 10 days for delivery. If you paid for ‘Special Delivery’ and placed your order before 15:45pm, your Railcard will be delivered within 2 days (Monday to Thursday) or 3 days (Friday to Sunday). If you are applying as a mature student please allow an additional 5 days for your application to be reviewed and approved.

If you have purchased a digital 16-25 Railcard, in most cases it will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your Railcard. Mature students 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 reviewed and approved.

You cannot travel on discounted tickets until you have received your Railcard.

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 7.0 and above.

The Railcard app is not compatible with Windows Phones.

Yes you can. However, for all journeys made between 4:30am and 10:00am Monday to Friday a minimum fare of £12 is payable, excluding Advance fares. There is no minimum fare when you travel at weekends, on Public Holidays, or during July and August.

If you travel regularly before 10:00am, then a weekly or monthly season ticket may be more appropriate, though you won’t be able to get a Railcard discount.

No. Unfortunately once a Railcard has been issued it is non-refundable.

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 Network Railcard on a maximum of 2 devices, so you may need to remove it from an existing device to add it to a new one. 

If you have purchased your Railcard from the Railcard website you will need to click 'Manage my Railcard' on the website or homepage to log in to your account. Once logged in, please click ‘Get a new download code’ to generate a new download code. You can now use this new download code to add your Railcard to a new device.

If you are asked to remove 1 device, click the Bin icon next to the device you want to remove your Railcard from and then click 'Remove'. The system will generate a new download code for you which can now be used to add your Railcard to your device.

If the problem persists, please contact the customer services team on 0345 3000 250.

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

No. You will not be able to travel with your discounted tickets if your 16-25 Railcard has expired. Discounted tickets are only valid if you are using them with a valid Railcard. You will need to renew your 16-25 Railcard before you begin and complete your journey.

Click here for the step by step guide on how to renew your Railcard.

If you have selected 'Digital' under ‘Choose the type of Railcard you would like’ section, your digital 16-25 Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your digital 16-25 Railcard. Mature students 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 reviewed and approved.

To replace a stolen 16-25 Railcard you bought online, please go to ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active 16-25 Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘stolen’, then click continue and follow the instructions on the screen. You will have to provide a crime reference number, or a document given to you by the Police for a free replacement. You can also call our Helpline on 0345 3000 250.

To replace a stolen 16-25 Railcard you bought at a station, please go to a station with your crime reference number/documentation given to you by the police and some form of identification to be issued with a free replacement. You will also need to provide a new passport-style photo if you need to replace your stolen 16-25 Railcard Photocard at a station.

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, .jpeg, or a .png and must not exceed 5MB with a resolution of at least 300dpi. We will reject photos if they are not appropriate and ask you for a more suitable image.

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.
 

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 it from an existing device to add it to a new one.

You will need to click "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Santander 16-25 Railcard, then click on ‘Manage Digital Devices’ to request a new download code or manage the number of devices your Railcard is on. Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your digital Santander 16-25 Railcard to a new device.

If the problem persists, please contact the customer services team on 0345 030 4100.

Take a look at our step-by-step guide on how to generate a new download code

 

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.

Take a look at this page for more information on managing your Railcard

 

You can store your digital Railcard on up to two devices at a time.

If you want to add a third, you will need to remove it from one of your existing devices through your account.

Simply click ‘Manage my Railcard’ on the homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove. Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your digital Railcard to a new device.

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

If you still can’t find it, please click "Manage my Railcard" on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Railcard, then click on ‘Manage Digital Devices’. You will need to click on ‘Request a new code for your Railcard’ to generate a new download code. 

 

After ordering your digital Railcard you will be sent an email which contains a download code. You will use this download code to add your digital 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 ‘+’ button on the ‘Your Railcards’ screen. The ‘Add Railcard’ screen will then show, and you will need to tap on the ‘+’ button under ‘Add an existing Railcard’ to enter your download code and add your Railcard

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

If you lose the device where your digital 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 website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove.  Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your Railcard to a new device.

Please note that you can only store your digital Railcard on a maximum of 2 devices.

Please go to ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active digital Railcard, then click on ‘Manage Digital Devices’ and select the device you want to remove. Once you have removed one device on your account, please click ‘Request a new code for your Railcard’ to generate a new download code. You can now use this new download code to add your digital Railcard to a new device.

You cannot swap a plastic Railcard for a digital Railcard.

You will need to contact our Santander 16-25 Railcard customer support team on 0345 030 4100 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.

If we detect suspicious activity on your Santander 16-25 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 030 4100

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

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.

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.

No. All Santander 16-25 Railcards start from the moment that they are issued. Plastic Railcards have a week’s validity added to allow for delivery.

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. If you are in a hurry, the quickest way is to order a digital Santander 16-25 Railcard.

Please go to ‘Manage my Railcard’ on the 16-25 website homepage to log in to your account. Once logged in, click on ‘Details’ under your active Railcard, then click on ‘Replace Railcard (Lost or stolen)’. Select ‘stolen’, then click continue and follow the instructions on the screen. You will have to provide a crime reference number, or a document given to you by the Police for a free replacement.

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 us on 0345 605 0525 or email us at railcardhelp@nationalrail.co.uk. We are open from 07:00am to 22:00pm everyday of the year except for Christmas day.

You can also write to:  

                         

National Railcards

PO box 8626

SWADLINCOTE

DE11 1JA

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 8626

SWADLINCOTE

DE11 1JA

 

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/

 

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 or notice of Penalty Fare, you should follow the instructions included on how to challenge or appeal the charge.

Yes. You must show your valid 16-25 Railcard (digital or plastic) when you buy your ticket and travel on the train. If you bought your Railcard at a station, both the paper printed Railcard and the photocard must be presented. Failure to present a valid Railcard will mean you have to pay a full fare or you may on certain services be liable for a Penalty Fare.

A train company will normally allow you to claim back this extra expense on the first occasion in each year where this happens providing you can show that you owned a Railcard before you started your journey.

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 or notice of Penalty Fare, you should follow the instructions included on how to challenge or appeal the charge.

 

Railcards issued at stations cannot be renewed online. You will need to create an account and purchase a new Railcard.

To buy a new 16-25 Railcard, please go to the website homepage, click ‘Buy Now’ and follow the instructions on the screen. You will be asked to provide either a passport, UK driving licence number or EEA national identity card and you will also need to provide a digital passport-style photo.

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. Please note that Railcard issued at a station cannot be renewed online. You will need to create an account and purchase a new Railcard.

To buy a new 16-25 Railcard, please go to the website homepage, click ‘Buy Now’ and follow the instructions on the screen. You will be asked to provide either a passport, UK driving licence number or EEA national identity card and you will also need to provide a digital passport-style photo.

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.

Yes. You can buy a 1-year 16-25 Railcard over the counter at all staffed station ticket offices. You will be required to provide your passport or UK driving licence or birth certificate or EEA National Identity card as proof of your date of birth and a passport-style photo.

Please go to "Manage my Railcard" on the website homepage to log in to your account. Once logged in, on the top right of your account summary page, please click on your ‘Menu Profile’ and select ‘Personal Details’. You will be given the option to update or change your personal details.

Or you can also click on https://secure.railcard.co.uk/account/personal-details, enter your log in details and the ‘Manage Personal Details’ page will show. You can now change or update your personal details.

If you need to change your name on your 16-25 Railcard, you will need to call our helpline on 0345 3000 250 to order a replacement. You will also have to pay a £10 administration fee and you will be required to email us a copy of either your Enrolled Deed Poll or Marriage Certificate.

If you bought your 16-25 Railcard at a station you will need to take your 16-25 Railcard to a staffed station along with a copy of either your Enrolled Deed Poll or Marriage Certificate. You will also have to pay a £10 administration fee.

Yes. Provisional driving licences can be used to demonstrate your age to our online system.

We're sorry that you've experienced problems whilst uploading a photograph. There can be several 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 5 megabytes (5Mb) in size or less. We accept images up to 5Mb 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.

 

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 ticket office.

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.

Please click ‘Renew my Railcard’ on the website homepage to log in to account. Once logged in, click ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' or ‘Plastic’ under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

Click here for the step by step guide on how to renew your Railcard.

Yes, you can.

Simply click ‘Buy Now on the website homepage to get started. When you get to the question 'Choose the type of Railcard you would like' select 'Digital' and follow the instructions on the screen to complete your purchase.

We are sorry but the 16-25 Railcard gives no discount on Season tickets and period Travelcards.

Yes, your Railcard is accepted by all the Train Companies who operate Passenger Railway Services within England, Scotland and Wales.

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

No. Santander 16-25 Railcards are only available to the holders of Santander Student Current Accounts who have received promotional codes from the bank. They cannot be transferred.

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

Click here for more information on download code and managing your Railcard.

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

In most cases, your digital 16-25 Railcard will be available to use straight away. A download code will be sent to your registered email address, along with instructions on how to download your digital 16-25 Railcard.

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 reviewed. Once approved, a download code will be sent to your registered email address, along with instructions on how to download your digital 16-25 Railcard.

Yes! You can renew your digital Railcard within 30 days of its expiry to a digital Railcard.

Simply click ‘Renew my Railcard’ on the homepage, enter your log in details, click on ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

Click here for the step by step guide on how to renew your Railcard.

You cannot 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.

Click here for the step by step guide on how to renew your Railcard.

Yes. Please visit the ‘Offers & Competitions’ page for more details.

You can renew your 16-25 Railcard bought online within 30 days of its expiry and before your 26th birthday to a digital or a plastic Railcard.

Simply click ‘Renew my Railcard’ on the website homepage, enter your log in details, click on ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' or ‘Plastic’ under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

Please click on https://www.16-25railcard.co.uk/help/railcard-terms-conditions/ for important terms and conditions that you need to understand before you use your Railcard.
 

You may have ticked on ‘Yes, I am a mature student’ under ‘Are you a mature student?’ question at the begin of your application. 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.

We accept machine readable passport numbers from all countries except for 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:

• A: 10 digits or characters into the first box
• B: three letters in the second box identifying your nationality
• C: seven digits in the third box
• D: an F or M identifying your gender in the fourth box
• E: seven digits in the fifth box
• F: the last two digits of your passport code in the sixth box. If you only have one digit in this section, please add a 0 in front of it. 

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

Please click on https://www.16-25railcard.co.uk/help/railcard-terms-conditions/ for important terms and conditions that you need to understand before you use your Santander 16-25 Railcard.

 

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.

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**

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.

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. 

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.

 

Due to the pandemic far fewer people have been travelling by train. This means that the government is offering additional financial backing to the rail industry so that services keep running to support the economy.

Due to the pandemic fewer people have been travelling by train. Funding is currently being used to keep services running to support the economy. 

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.

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 .

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.