Frequently Asked Questions?

Most frequently asked questions

• Is my phone compatible for the digital 16-17 Saver?
  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.

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• I can’t find the digital 16-17 Saver download code.
  A:

  Check your mailbox (including your junk mail) for an email from our 16-17 Saver team. Please note that if you have bought the 16-17 Saver on behalf of someone, the download code email will be sent to the person you have bought the Railcard for (cardholder email address).

  If you still can’t find it, please click ‘Manage my account’ on the website homepage to log in to your account. Once logged in, click on ‘Get new Download Code’ to request a new download code.

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• How do I add a digital 16-17 Saver to my phone?
  A:

  If you have already purchased a digital 16-17 Saver, you should have received an email which contains a download code. You will use this download code to add your digital 16-17 Saver 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 ‘+’ symbol on the ‘Your Railcards’ screen. The ‘Add Railcard’ screen will then show, and you will need to tap on the ‘+’ symbol under ‘Add an existing Railcard’ to enter your download code and add your digital 16-17 Saver.

  Click here for the step by step guide on how to add a digital Railcard to your phone.

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• My digital 16-17 Saver download code won’t work
  A:

  Your download code may have expired or been used on too many devices. You can only store your digital 16-17 Saver on a maximum of 2 devices, so you will need to remove it from an existing device to add it to a new one.

  Please click ‘Manage my account’ on the website homepage to log in to your account. Under ‘Registered Devices’, click on ‘Remove’ next to the device you want to remove. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your 16-17 Saver to a new device.

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• What is a download code?
  A:

  The download code allows you to add a purchased digital Railcard to the Railcard app on your device. It is found within the email confirmation you would have received after we have approved your Railcard application.

  Please note that the Railcard app is available to download from the Apple Store and the Google Play store.

   

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• What happens if I lose my device?
  A:

  If you lose the device where your digital 16-17 Saver was downloaded, you will need to log in to account and remove it from the lost device.

  Simply click ‘Manage my account’ on the website homepage to log in to your account. Under ‘Registered Devices’, click on ‘Remove’ next to the device you want to remove. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your 16-17 Saver on a new device.

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• How can I remove my 16-17 Saver from an existing device?
  A:

  Simply click ‘Manage my account’ on the website homepage to log in to your account. Under ‘Registered Devices’, click on ‘Remove’ next to the device you want to remove. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your 16-17 Saver on a new device.

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• Why can’t I add my 16-17 Saver to another device?
  A:

  You may have already stored your digital 16-17 Saver on 2 devices. Please note that you can only store your digital 16-17 Saver on a maximum of 2 devices, so you will need to remove it from an existing device to add it to a new one.

  Simply click ‘Manage my account’ on the website homepage to log in to your account. Under ‘Registered Devices’, click on ‘Remove’ next to the device you want to remove. Once you have done this, click ‘Get new Download Code’ to request a new download code to add your 16-17 Saver on a new device.

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• What is a digital 16-17 Saver?
  A:

  Digital 16-17 Saver is 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.

   

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• Can I have a plastic and digital version of my 16-17 Saver?
  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.

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

  Don't worry, once your digital 16-17 Saver is on your phone, it will be available even when you have no mobile data or Wi-Fi.

  As long as your mobile device has connected to the internet at some point within the last 72 hours, your app will continue to show your 16-17 Saver.

  You will need an internet connection though to buy the 16-17 Saver or add the 16-17 Saver to a new device.

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• How do I unblock my 16-17 Saver?
  A:

  You will need to contact our customer support team on 0345 301 1656 so that we can better understand the activity that has caused your 16-17 Saver to be blocked.

  If appropriate, they will be able to help you get back online with your 16-17 Saver.

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• Why has my Railcard been blocked?
  A:

  If we detect suspicious activity on your 16-17 Saver, it will be blocked until we have had the chance to speak to you.

  During this period, your 16-17 Saver will no longer be valid for travel.

  If your 16-17 Saver has been blocked, you will need to contact our customer support team on 0345 301 1656 (7:00am to 10:00pm every day except Christmas Day).

  **Excessive device changing can result in the 16-17 Saver being blocked**

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• What happens if I have no battery life or can’t show my 16-17 Saver?
  A:

  If you don’t have any battery life, or have forgotten your device, it won't be possible to check that your 16-17 Saver 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.

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