Frequently Asked Questions?

Most frequently asked questions

  • Is my phone compatible for a digital Railcard?
    A:

    The Railcard App is available to download from the Apple Store and the Google Play store.

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

    The Railcard app is not compatible with Windows Phones.

  • How can I buy get a digital Santander 16-25 Railcard?
    A:

    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.santander-railcard.co.uk 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

     

     

     

  • What is a digital Railcard?
    A:

    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

     

     

     

  • What happens if I don’t have reception or I am offline?
    A:

    Railcard are available offline for a period of up to 72 hours. The Railcard app on your device will continue to show your digital Railcard as long as your mobile device has connected to the internet at some point within the last 72 hours. However, you will need an internet connection to order your digital Railcard or to add it to a new device.

  • 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 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.

  • I can’t find my download code
    A:

    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. 

     

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

    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.

  • 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.

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

    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.

  • I have a plastic Santander 16-25 Railcard -, can I swap it for a digital one?
    A:

    You cannot swap a plastic Railcard for a digital Railcard.

  • Why has my digital Santander 16-25 Railcard been blocked?
    A:

    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**

  • 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 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.

  • 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 order my Santander 16-25 Railcard to start at a date in the future?
    A:

    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.

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

  • Can I collect my Santander 16-25 Railcard at a rail station?
    A:

    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.santander-railcard.co.uk 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 5 working 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 two days (Monday to Thursday) or three days (Friday to Sunday).

     

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

  • 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.

  • 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.

     

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

    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.santander-railcard.co.uk 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 5 working 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 two days (Monday to Thursday) or three days (Friday to Sunday).

     

     

     

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

    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 up to 5 working days for delivery. If you paid for ‘Special Delivery’ and placed your order before 15:45pm, your Railcard will be delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

     

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

  • 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 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

  • Can I use my Santander promotional 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 promotional codes from the bank. They cannot be transferred.

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

    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.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.

  • 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.

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

    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).

    If you would like to discuss your eligibility for the Santander Railcard further, please contact Santander Customer Services on 0800 9 123 123.

     

  • Santander 16-25 Railcard terms and conditions
    A:

    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.

     

  • Can I buy a Santander 16-25 Railcard for another person?
    A:

    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.santander-railcard.co.uk

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

    Please check that you have read each character of the promotional code correctly. We do try to use promotinal 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 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 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 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.
  • 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.

Can't find an answer? 

If the answer to your question is not in the above or you are having problems purchasing your Railcard, you can contact us

Train Companies

If you have any questions concerning rail ticke

t 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. To find their contact details see the list of Train Operating Companies