Frequently Asked Questions?

Most frequently asked questions

  • What are the last posting dates over the Christmas period?
    A: It’s a very busy time of year for the Royal Mail so if you would like to order a plastic Railcard, it might take longer for it to arrive during the festive season. The good news is, you don’t need to rely on the post. Choose to receive your Railcard digitally and it will be available instantly.
     
    However, if you would still like the plastic version and to ensure your order is with you before Christmas day,  please complete your order before 4pm on Monday 18th December or use our Special Delivery service no later than Wednesday 20th December. If you are ordering a Railcard by our standard service between Tuesday 19th December and Tuesday 2nd January 2018 please expect delivery by the end of the first week of the New Year.

  • 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 First Class post. 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   (Sunday to Thursday) or three days (Friday to Saturday).

    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.

  • 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.

  • 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.

  • 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.

     


  • 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.

  • 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 First Class post. 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).

    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 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.


  • 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.

  • 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.

  • 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

  • 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.

  • 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.


  • 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.


  • 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.

  • 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@railcards-online.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




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.

railcardhelp@railcards-online.co.uk

0345 3000 250 (07:00hrs to 22:00hrs)

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@railcards-online.co.uk
0345 3000 250 (07:00hrs to 22:00hrs)
National Railcards
PO BOX 6616
Arbroath
DD11 9AR

 

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