Frequently Asked Questions?

Most frequently asked questions

  • How do I buy my 16-17 Saver for the first time?

    You can buy a 16-17 Saver from this website. You will need:

    1. Evidence of age - a valid UK driving licence, passport or national ID card
    2. A good quality digital passport-style photo of you
    3. Debit or credit card for payment

    If you don't have any of the above forms of ID, you can upload a scan of your birth certificate or a Government-approved PASS card instead. Please note that applications using these forms of ID will take a little longer to process.

    If you choose to have your 16-17 Saver on your phone, we will send you a download code and you'll need to download the Railcard app. You can then use the code to download your 16-17 Saver to the app and start using it straight away.

    If you choose to have your 16-17 Saver posted to you, we aim to despatch this within one working day of your order and it’s best to allow up to five working days for your 16-17 Saver to arrive. It’ll be sent out free of charge by First Class post, but if you prefer, you have the option to pay for Special Delivery. If you live abroad, you can get International Tracked Signed delivery for £10. 

    You’ll need to have your 16-17 Saver with you to be able to get a discount on your rail ticket, so be sure to leave enough time before your journey for the 16-17 Saver to reach you.

  • Can I buy the 16-17 Saver for another person?

    Yes, you can buy 16-17 Saver for a friend or family member as long as they are eligible. You will need to supply the evidence of age eligibility (such as a passport or driving licence code) as well as a photograph.

    To order the 16-17 Saver for someone else, when you get to the question, "Is this 16-17 Saver for you or someone else?" choose the option for "Someone else" and continue the process. You will have the option of having the 16-17 Saver delivered to the address of your choice in Britain or abroad or to be sent a download code to get a digital version on a smartphone. We'll also provide information as to how the 16-17 Saver holder can create their own 16-17 Saver online account if they wish. 

  • Where can I buy the 16-17 Saver?

    The 16-17 Saver is available to buy online from this website or by phone on 0345 301 1656 (7am to 10pm every day except Christmas Day).

  • Can I buy the 16-17 Saver at a rail station?

    No, you won't be able to buy the 16-17 Saver at a National Rail station.

    You can buy a 16-17 Saver online via this website or via telesales on 0345 301 1656 between 7am and 10pm everyday (except Christmas Day). 

  • How long do I have to wait for my 16-17 Saver to arrive?

    If you are buying your 16-17 Saver online and request a plastic card, we will despatch it within one working day and send it free by First Class post. Please allow FIVE working days for your 16-17 Saver to arrive.

    You will not be able to collect your 16-17 Saver from a rail station. We add an extra week’s validity to your 16-17 Saver to allow for delivery time.

    You cannot travel on discounted tickets until you have received your 16-17 Saver. You cannot use your printed out confirmation of sale to get a discount. The 16-17 Saver is the only proof of entitlement to discount that rail staff are able to accept.

    If you have purchased a digital 16-17 Saver, then you will be sent an email with a unique download code that should be used to download the 16-17 Saver into your Railcard app.

  • How can I buy a digital 16-17 Saver?

    You can buy a 16-17 Saver through this website (Click "Buy now" and digital will be the default option) or by telesales on 0345 301 1656.

  • Can I use a provisional driving licence to prove my age online?

    Yes. Provisional driving licences can be used to validate your age online and over the phone.

    Other forms of identity that you can use include a valid passport or national identity card. You can also provide scan of your birth certificate or Government-approved PASS card.

  • Why is the title "Mx" not available when I come to make payment?

    If you have given your title as "Mx" during the application process, this will be shown on your 16-17 Saver 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.

  • I have a promotion code to use towards the cost of my 16-17 Saver – it is not working. What can I do?

    Please check that you have read each character of the code correctly. We do try to use codes that are easy to read, but it's easy to 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 301 1656 (7am to 10pm every day except Christmas Day) and we will be able to check the status of the code you have.

  • I am having trouble uploading my photo for my 16-17 Saver – what can I do?

    Sorry that you're having trouble uploading your photo. There can be a number of reasons and some can be difficult to diagnose, so we’ve compiled a list of trouble-shooting tips that you can try:

    • Close your web browser before restarting it and logging in again, then try uploading the photo 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 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 upload. 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 16-17 Saver
    • 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 301 1656 (7am to 10pm every day except Christmas Day).

  • I am getting the message "Internal Server Error" during the application process. What can I do?

    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 16-17 Saver 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 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.

  • Can I buy tickets at a discounted rate before my 16-17 Saver arrives?

    No. You must always carry your 16-17 Saver with you on any journey where you have bought discounted tickets with it.

    Therefore, if you buy discounted 16-17 Saver tickets before you receive your 16-17 Saver, you do this at your own risk.

  • What methods of payment are accepted?

    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 16-17 Saver photograph?

    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.

  • The system won't accept my driving licence code - can you help?

    If you are using a driving licence to apply, please make sure that the name you use to apply for your 16-17 Saver 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 16-17 Saver.

    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 16-17 Saver application.

  • The system says my passport code is “invalid”. What can I do?

    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

  • My 16-17 Saver has not arrived in the post. What can I do?

    You will need to wait FIVE working days and then log back in to your 16-17 Saver online account, select ‘Replace your 16-17 Saver' 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 16-17 Saver.

    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 16-17 Saver with you to travel on discounted 16-17 Saver tickets.