Frequently Asked Questions?

Most frequently asked questions

  • 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.


  • 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 10776,

                                             Ashby-de-la-Zouch,

                                             LE65 9FA


  • 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 on the box below the question ‘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. A photograph of yourself will also be required.

    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).

    Please allow 5 working days for your new Santander 16-25 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).

    Please note that the Santander 16-25 Railcard is not available in digital format.


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

    You can apply for a replacement online. Please 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.

    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.


  • What do I do if my 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.


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

    Please allow 5 working days for your Santander 16-25 Railcard to arrive. 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.


  • 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.

     


  • 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.

    Please allow 5 working days for your Santander 16-25 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.


  • 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 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.

  • 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).

  • 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.



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