Frequently Asked Questions?

Showing 1-7 of 7 matches for: lost


  • What do I do if my Railcard is lost or damaged?
    A:

    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 5 days after the date of original purchase and only one 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.


  • What do I do if my plastic Santander 16-25 Railcard is lost or damaged?
    A:

    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.

    Please note that you can only apply for a replacement Santander 16-25 Railcard 5 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.

     


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

    You will need to wait 7 working 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.

     


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

    You will need to wait 5 working 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.


  • What happens if I lose my device?
    A:

    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.


  • What do I do if my Railcard is stolen?
    A:

    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.


  • What do I do if my plastic Santander 16-25 Railcard is stolen?
    A:

    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.