Frequently Asked Questions?

Most frequently asked questions

  • Can visitors to Britain buy the Two Together Railcard?
    A:

    Yes, you can.

    Simply click ‘Buy Now on the website homepage to get started. When you get to the question 'Choose the type of Railcard you would like' select 'Digital' and follow the instructions on the screen to complete your purchase.

    You can also buy a Railcard at Gatwick Airport, Stansted Airport rail stations, Luton Airport Parkway and Manchester Airport – but NOT at London Heathrow Airport.


  • Can I laminate the paper Railcard I have bought from a station to protect it?
    A:

    No. Please do not laminate your Railcard. In most instances the heat of a laminating machine will turn the surface of your Railcard black, damaging it and making it illegible. If this happens you will need to buy a replacement Railcard (for a fee of £10 if you have had no previous replacements).

    Laminated Railcards cannot be accepted by rail staff as the lamination makes it difficult to validate that the Railcard has not been tampered with.

    To protect your Railcard please keep it in a plastic ticket wallet which is available for free from any staffed station.


  • 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.


  • Can I travel on discounted tickets if my Railcard expires before I complete my journey?
    A:

    No. You will not be able to travel with your discounted tickets if your Two Together Railcard has expired. Discounted tickets are only valid if you are using them with a valid Railcard. You will need to renew your Two Together Railcard before you begin and complete your journey.

    Click here for the step by step guide on how to renew your Railcard.

    If you have selected 'Digital' under ‘Choose the type of Railcard you would like’ section, your digital Two Together 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 digital Railcard. 


  • Can I use my Railcard for tickets for travel on the London Underground?
    A:

    You cannot use your Two Together Railcard to get discounts on Oyster Pay As You Go or tickets bought from London Underground retailers.

    However, you can buy discounted rail tickets for a journey which involves a cross London journey using the Underground to travel between two London mainline train stations. Anytime Day Travelcards are also available when bought as part of your National Rail ticket to London from outside London Zones 1-9, subject to a minimum fare of £19.60.

     


  • Two Together Railcard Terms & Conditions
    A:

    Please click on https://www.twotogether-railcard.co.uk/help/terms-conditions/ for important terms and conditions that you need to understand before you use your Railcard.


  • Will I have to pay the full fare if I forget to bring my Railcard when I travel?
    A:

    Yes. You must show your valid Two Together Railcard (digital or plastic) when you buy your ticket and travel on the train. Failure to present a valid Railcard will mean you have to pay a full fare, which is not refundable.


  • Can I use my Railcard in conjunction with Train Company special offers?
    A:

    Yes. You can use it with the 2FOR1 Days Out Guide promotions and most offers given by train companies. Please note that your Railcard may get you the full 1/3 discount on some Train Company special offers, but many offers include a smaller discount or no discount at all. It's best to ask at your local station for details of a specific offer, or call National Rail Enquiries on 03457 48 49 50.

    Alternatively, you can visit www.nationalrail.co.uk.


  • Will I receive the Railcard discount on any chargeable items I take on the train with me?
    A:

    No. The Railcard discount does not cover charges on various articles or animals.

    For details of which items carry a charge, and details of the charges, please call National Rail Enquiries on 03457 48 49 50.
     


  • Can I use the Railcard in Northern Ireland or the Republic of Ireland?
    A:

    Railcards can be used for rail discounts in the area known as Great Britain (England, Scotland and Wales). They cannot be used for rail travel in either in Northern Ireland nor the Republic of Ireland.

    If you live in the Republic of Ireland or Northern Ireland you can buy a Railcard to use for travelling in Scotland, Wales or England. For more information on concessionary rail travel schemes in Northern Ireland please see www.translink.co.uk or the Republic of Ireland please see www.irishrail.ie.
     


  • Can I use my 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 on-train staff or at your destination station.

    Otherwise, if ticket facilities were available at the station you could be charged the full price Standard Single fare.
     


  • Can I use my Railcard to buy tickets for other people?
    A:

    No, the Railcard can only be used to buy discounted tickets for its named cardholders.
     


  • Can I reserve my seat if booking a ticket in advance?
    A:

    Yes, providing that there are reservations available on the service on which you are travelling. Many train companies will allow you to reserve a seat free of charge on longer distance journeys.

    Please check with the local ticket office staff before buying tickets.


  • How do I renew my Two Together Railcard online?
    A:

    Please click ‘Renew my Railcard’ on the website homepage to log in to account. Once logged in, click ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' or ‘Plastic’ under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

    Click here for the step by step guide on how to renew your Railcard.


  • My 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 Two Together Railcard website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active Two Together 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.


  • What happens if I don't have my Railcard with me and I have to buy a new ticket or pay a Penalty Fare?
    A:

    If you are travelling by train on a ticket with a Railcard discount, you must travel with your valid Railcard. If you forget your Railcard you will either be required to buy a new ticket or you may on certain services be liable for a Penalty Fare. However, a train company will normally allow you to claim back this extra expense on the first occasion in each year where this happens.

    Each train company will have their own process for doing this. You will need to provide proof of your Railcard and either the original and additional tickets that you have purchased, or if you have not yet paid, details of the notice to pay or notice of Penalty Fare. Where you have already paid for additional tickets you should contact the relevant train company’s customer services department; in the case of a notice to pay of notice of Penalty Fare, you should follow the instructions included on how to challenge or appeal the charge.


  • My download code won’t work
    A:

    If your download code isn’t working, it is likely that it has expired or has been used to activate your digital Railcard on too many devices. You can only store your digital Railcard on a maximum of 2 devices, so you may need to remove it from an existing device to add it to a new one. 

    You will need to 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’ to request a new download code or manage the number of devices your Railcard is on.  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 Two Together Railcard to a new device. 

    If the problem persists, please contact the customer services team on 0345 3000 250.

    Click here for the step by step guide on how to generate a new download code.


  • 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.

    Click here for more information on download codes and managing your Railcard

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

     


  • 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 Two Together 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.

    Click here for the step by step guide on how to find your download code.


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

    If you have already purchased a digital Railcard, you should have received an email which contains a download code. You will use this download code to add your digital Two Together 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 ‘+’ 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 Railcard.

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


  • How can I buy a digital Railcard?
    A:

    Digital Railcard can be bought online only. Please click on 'Buy Now' from the website homepage to get started. When you get to the question ‘Choose the type of Railcard you would like’, select ‘Digital’ and follow the instructions on the screen to continue with your purchase.

    In most cases, your digital 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. 

    Click here for more information on managing your Railcard


  • What happens if I lose my device?
    A:

    If you lose the device where your digital Two Together 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 Two Together 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 Two Together Railcard to a new device.

    Please note that you can only store your digital Two Together Railcard on a maximum of 2 devices.


  • How quickly will I get my new digital Railcard?
    A:

    In most cases, your digital 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 digital Two Together Railcard.

     


  • 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 Two Together 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 Two Together Railcard to a new device.


  • Can I renew to a digital Railcard?
    A:

    Yes! You can renew your Railcard within 30 days of its expiry to a digital Railcard.

    Simply click ‘Renew my Railcard’ on the website homepage, enter your log in details, click on ‘Renew’ under your expired or soon to expired Railcard, select 'Digital' under ‘Choose the type of Railcard you would like’ section and follow the instruction on the screen to complete your purchase.

    Click here for the step by step guide on how to renew your Railcard.


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

    You cannot swap a plastic Railcard to a digital Railcard. However, when the time comes to renew your Railcard you can do this online and choose to have a digital Railcard.

    Click here for the step by step guide on how to renew your Railcard.


  • 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 it 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 Two Together 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 Two Together Railcard to a new device.


  • 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.

    Click here for more information on managing your Railcard


  • 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.

     


  • How do I buy a Two Together Railcard?
    A:

    You can buy your Two Together Railcard online or at a staffed station Ticket Office.

    To buy online, simply click ‘’Buy Now’’ on the website homepage and follow the instructions on the screen.You will need to provide two separate passport-style photo (one of yourself and one of the other named cardholder).

    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).

    If you have purchased a plastic Two Together Railcard, please allow up to 5 working days for delivery. 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).

    If you are unable to wait for your Two Together Railcard to be delivered to you, you can go to any staffed station ticket office to apply in person.You will need to provide two separate passport-style photo (one of yourself and one of the other named cardholder).

    If you have purchased a digital Two Together Railcard, a download code will be sent to your registered email address, along with instructions on how to download your Railcard. 

    You will not be able to travel on discounted tickets until you have your Railcard.


  • How can I change my personal details if I am an online Railcard customer
    A:

    Please go to "Manage my Railcard" on the website homepage to log in to your account. Once logged in, on the top right of your account summary page, please click on your ‘Menu Profile’ and select ‘Personal Details’. You will be given the option to update or change your personal details, including your address.

    Or you can also click on https://secure.railcard.co.uk/account/personal-details, enter your log in details and the ‘Manage Personal Details’ page will show. You can now change or update your personal details including your address.


  • Can I buy a Two Together Railcard for another person?
    A:

    Yes. You can buy a digital or plastic Two Together Railcard for another person as long as they are aged 16 years or over. You will need to provide two separate passport-style photo (one of yourself and one of the other named cardholder).

    To order the Railcard, click ‘Buy Now’ on the website homepage, select ‘Digital or Plastic’ under ‘Choose the type of Railcard you would like’ section and when you get to the question, "Who is the Railcard being purchase for?" select the option " The Railcard is for someone else" and follow the instructions on the screen to continue with your purchase. You will also be asked to register if you do not already have an account or log in using your registered email address and password.

     


  • How long do I have to wait for my Railcard to arrive?
    A:

    If you have ordered a plastic Two Together Railcard online, please allow up to 5 working days for delivery. If you paid for Special Delivery and placed your order before 15:45pm, your Two Together Railcard will be delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

    If you have purchased a digital Two Together 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. 

    You cannot travel on discounted tickets until you have received your Railcard.


  • I wear a burka or a niqab – will have to show my face in the photograph?
    A:

    All customers must provide a photograph. The photo should have been taken with nothing covering the outline of eyes, nose or mouth. The rail industry applies the same rules as the DVLA and Passport Agency, so photos with a person wearing a full facial burka / niqab (a veil that covers the face) are not acceptable. If a member of rail staff is unable to validate that the person on your Railcard is you, the Train Companies reserve the right to charge you the full price Standard Single fare for your journey as if no ticket was purchased before starting the journey and in some cases a Penalty Fare.


  • What methods of payment are acceptable?
    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.


  • 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.


  • Are there any offers I can benefit from as a Railcard holder?
    A:

    Yes. Please visit the ‘Offers & Competitions’ page for more details.


  • What happens if I want to travel somewhere different from my friend? Can I change the 2nd name and photograph?
    A:

    If you want to make a journey with another friend, you will need to purchase a new Two Together Railcard.
     


  • Is there a charge for changing any details on the Railcard? E.g. incorrect spelling of name/name change, etc.
    A:

    If you have made an error in your application you must let us know at the first available opportunity.
     


  • I am the second named cardholder and want to change the first cardholder's details, how do I do this?
    A:

    You cannot change the name of the first cardholder. You can purchase a new Two Together Railcard as the first cardholder and you can add your preferred second cardholder.
     


  • Can I change the name of the second cardholder on my Two Together Railcard?
    A:

    No, you cannot change the second named cardholder on your Two Together Railcard.  If you would like a Two Together Railcard with a different second named person, then you will need to purchase another Two Together Railcard.
     


  • My name has changed, can I get my Two Together Railcard changed?
    A:

    If you bought your Two Together Railcard online, you will need to call our helpline on 0345 3000 250 to order a replacement. You will also have to pay a £10 administration fee and you will be required to email us a copy of either your Deed Poll or wedding certificate.

    If you bought your Two Together Railcard at a station you will need to take your Two Together Railcard to a staffed station along with a copy of either your Deed Poll or Wedding Certificate.

     


  • We currently have a Two Together Railcard and we have just got married – how can we update the Railcard with our new name?
    A:

    If you bought your Two Together Railcard online, you will need to call our helpline on 0345 3000 250 to order a replacement. You will also have to pay a £10 administration fee and you will be required to email us a copy of your wedding certificate.

    If you bought your Two Together Railcard at a station you will need to take your Two Together Railcard to a staffed station along with a copy of your Wedding Certificate.

     


  • I no longer look like my photograph, can I have a new photo on my Two Together Railcard?
    A:

    If you bought your Two Together Railcard online, we advise that you wait until your Railcard has expired, when you will be able to update your photograph during the renewal process. However, if this is not suitable, you will need to call our helpline on 0345 3000 250 to order a replacement. You will also have to pay a £10 administration fee and you will be required to email us the new passport-style photo.

    If you bought your Two Together Railcard at a station you will need to take it to a staffed station along with the new passport-style photo to be issued with a replacement. You will also have to pay a £10 administration fee.


  • If I have lost my card more than once, do I get a replacement or will I have to buy a brand new Two Together Railcard?
    A:

    We are only able to replace your Railcard once during its year of validity.  If you need your Railcard replaced again, you will have to buy a new one.


  • I bought my Railcard from a rail station and all of the information on it has faded. What can I do?
    A:

    Railcards issued at stations are printed on paper. On rare occasions, the way that the surface of the Railcard interacts with the plastic in some ticket wallets destabilises the print and makes it fade. If this has happened to your Railcard you can take it into a staffed rail station and they will replace it free of charge. Most stations will be able to check the validity of the Railcards by running it through the ticket–issuing machine to check when it was originally issued.


  • What do I do if my Railcard is stolen?
    A:

    To replace a stolen Railcard you bought online, please click ‘Manage my Railcard’ on the website homepage to log in to your account. Once logged in, click on ‘Details’ under your active plastic Two Together 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. You can also call our Helpline on 0345 3000 250.

    To replace a stolen Railcard you bought at a station, please go to a station with your crime reference number/documentation given to you by the police and some form of identification to be issued with a free replacement Railcard. You will also need to provide two passport-style photos (one of yourself and another of the second named card holder).


  • What do I do if my Railcard is lost or damaged?
    A:

    If you bought your Railcard online, please go to ‘Manage my Railcard’ on the website homepage to log in to your account and apply for a replacement. Once logged in, click on ‘Details’ under your active plastic Two Together 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 Railcard 5 days after the date of original purchase and only one replacement may be issued in a 12-month period.

    If you bought it at a station, provided you can produce the completed "Receipt" portion of your original application form, then you can apply for your lost or damaged Railcard to be replaced at any staffed station ticket office. You will also have to pay a £10 administration fee and provide two passport-style photos (one of yourself and another of the second named card holder).


  • Can I renew my station-purchased Railcard online?
    A:

    Railcards issued at stations cannot be renewed online. You will need to create an account and purchase a new Railcard.

    To buy a new Two Together Railcard, please go to the website homepage, click ‘Buy Now’ and follow the instructions on the screen. You will also have to provide two separate passport-style photo (one of yourself and one of the other named cardholder) to continue with your purchase.


  • Can I use my Railcard to save on more than just train travel?
    A:

    Yes. Please visit the ‘Offers & Competitions’ page for more details.


  • Where can I buy a Two Together Railcard?
    A:

    You can buy a Two Together Railcard from any National Rail staffed station ticket office or online.


  • Can I get a refund or extension if I have been unable to use my Railcard during lockdown?
    A:

    Unfortunately no. After careful consideration, the government has confirmed to us that Railcards will remain non-refundable and will not be extended. Refunding or extending Railcards would come at a significant cost to the taxpayer, at a time when the focus must be on maintaining rail services to support the country’s recovery from the pandemic. Please rest assured that this decision hasn’t been taken lightly and was made at the highest level.


  • 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 buy your digital Railcard or add it to a new device.


  • How do I unblock my Railcard?
    A:

    You will need to contact our customer support team on 0345 3000 250 so that we can better understand the activity that has caused your Railcard to be blocked.

    If appropriate, they will be able to help you get back online with your Railcard.


  • Why has my Railcard been blocked?
    A:

    If we detect suspicious activity on your 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 3000 250.

    **Excessive device changing can result in a Railcard being blocked**


  • What other national Railcards give discounts people travelling together?
    A:

    The Family & Friends Railcard allows up to four adults and four children to travel together providing that at least one of the parties is a child – for more information see www.familyandfriends-railcard.co.uk or pick up a leaflet from a rail station.

    The Disabled Persons Railcard saves money for the person who has the Railcard and one companion travelling with them – for more information see www.disabledpersons-railcard.co.uk or pick up a leaflet from a rail station.
     


  • 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.


  • 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 07:00pm to 22:00pm everyday of the year except for Christmas day.  You can:

    Email us:         railcardhelp@nationalrail.co.uk

    Call us on:       0345 3000 250

    Write to:           National Railcards
                              PO Box 10776
                              Ashby-de-la-Zouch
                              LE65 9FA  

     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/index


  • I am having trouble uploading my photos what can I do?
    A:

    We're sorry that you've experienced problems whilst uploading a photograph. There can be a number of causes for 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 5 megabytes (5Mb) in size or less. We accept images up to 5Mb 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 the above and are still experiencing problems, then please call us on 0345 3000 250.

     


  • Why would the taxpayers have to pay for a Railcard refund or extension?
    A:

    Due to the pandemic far fewer people have been travelling by train. This means that the government is offering additional financial backing to the rail industry so that services keep running to support the economy.


  • Can I use the Two Together Railcard when I am travelling on my own?
    A:

    No. The Railcard is for use by you and the second named adult on your Railcard when you are travelling together. The two named cardholders must travel together for the entire journey for their discounted tickets to be valid.


  • What is an acceptable image to use for my Railcard?
    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 5MB with a resolution of at least 300dpi. We will reject photos if they are not appropriate and ask you for a more suitable image.


  • 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 10 and above and Android 4.1 and above.

    The Railcard app is not compatible with Windows Phones.


  • Can I travel with my Two Together Railcard at any time of the day?
    A:

    You can travel on Two Together Railcard discounted tickets from 09:30am Monday to Friday and at any time on weekends and public holidays.  Two Together Railcard discounted tickets cannot be used between 04:30am and 09:29am Monday to Fridays (excluding public holidays).


  • Why can’t the train companies pay for the extension?
    A:

    Due to the pandemic fewer people have been travelling by train. Funding is currently being used to keep services running to support the economy. 


  • Can we renew our Two Together Railcard?
    A:

    Yes.  You can renew your Two Together Railcard within 30 days before the expiry date on the Railcard.  We will send you a reminder notice providing that we have an email address for you. (Please note that it is your responsibility to make sure that your Railcard is valid for every journey that you make with it.)
     


  • Which train companies give Railcard discounts?
    A:

    You can use your Railcard on all franchised train operating companies that provide services within England, Scotland and Wales.

    Railcards do not give discounts on Eurostar services, Charter services, and Heritage Railways unless state otherwise


  • When buying tickets, do both Railcard holders have to be present?
    A:

    One Railcard holder will, but there is no need for both of you to be present at time of purchase. However, please remember you both must buy both tickets at the same time and make the journey together.
     


  • Do I have to be in a relationship with the other cardholder to have a Two Together Railcard?
    A:

    No, not necessarily, it can be any other adult you want to travel with. The other adult will be named on the Railcard.


  • Can we claim a refund if we don't use our Railcard?
    A:

    No. The Two Together Railcard is non-refundable. Please click here for specific terms that relate to our online service.


  • Can I buy a Two Together Railcard?
    A:

    Yes.  If you are aged 16 or over you can buy a Two Together Railcard.


  • Why isn’t there a 3-year Two Together Railcard?
    A: The Two Together Railcard is a new product and Train Companies are monitoring its success with a view to deciding how the Railcard develops in the future.

  • What do I need to buy a Two Together Railcard?
    A: To buy a Two Together Railcard you will need the names and photos of the two people who will be named on the Railcard.  Please ensure that you have permission from both applicants to use their names and photos before submitting your application.


  • Will you be contacting the other named person on the Railcard?
    A: We will only be in contact with the person who is designated as the Main Cardholder.


  • I already have a Railcard, can I also buy a Two Together Railcard?
    A: Yes, if you hold any other Railcard (including another Two Together Railcard) you can still buy a Two Together Railcard.

  • How many Two Together Railcards can I have?
    A: There is no limit on the number of Two Together Railcards you can hold.

  • Can one of the cardholders be a child?
    A: No. The Two Together Railcard is for two adults (people aged 16 or over) travelling together. It gives no discount on child fares. If you are an adult travelling with a child then the Family & Friends Railcard is the Railcard you need.

  • Do we need to start and end our journeys together for the Two Together Railcard discount to be valid?
    A: Yes, you must travel together throughout your whole journey, for both named cardholders to be eligible for the Two Together Railcard discount.


  • Why can’t the Two Together Railcard be used before 09.30 Monday to Friday?
    A: The Two Together Railcard is designed to encourage leisure journeys which tend to take place after the busy morning peak period.

  • Can I travel with a Two Together Railcard discounted ticket in the evening peak?
    A: Yes, providing your ticket type is valid during the evening peak you should be able to travel. The only restriction with the Two Together Railcard is during the morning peak period.

  • Can I purchase First Class tickets with my Railcard?
    A: Yes, First Class tickets can be purchased using your Two Together Railcard.

  • Is there a minimum fare?
    A: There is no minimum fare for Two Together Railcard discounted National Rail tickets.




  • Can I get a discount on Season tickets and period Travelcards with a Two Together Railcard?
    A: No, we’re sorry but the Railcard gives no discount on these ticket types.


  • Can I buy a Two Together Railcard to travel with a colleague on business?
    A: Providing you are making your journey together, there are no restrictions on the reason for your journey.


  • Where can I buy tickets with my Two Together Railcard?
    A: You can buy Two Together Railcard discounted tickets at staffed station ticket offices, at ticket vending machines or online.


  • I travel with my friend/colleague but then get off the stop before they do. Is this acceptable?
    A: No. Both of you need to be travelling together for the entire duration of the journey. If one of you leaves early, both of your tickets will cease to be valid.


  • Can I get a Two Together Railcard discount on Rover or Ranger tickets?
    A:

    Yes, you can get Two Together Railcard discounts on a number of Rover and Ranger tickets. Please check with your local station or visit http://www.nationalrail.co.uk/times_fares/rangers_and_rovers.aspx for more details.


  • Can I change the name of the second cardholder when I renew my Railcard?
    A:

    Yes, you can.

    If you are renewing your Railcard online and change the name of the second cardholder then you will be requested to provide a new photo. 

    If you are renewing your Railcard at the station, and changing the name of the second cardholder, then you will need to complete an application form and provide new photos for you and the second cardholder (as a new photocard will need to be issued).

    Please note you cannot change the second cardholder part of the way through the year, you will need to buy a new Railcard.


  • I have paid my friend for half of the Railcard but now we're no longer friends / can no longer travel together due to a circumstance change - can I get a part refund?
    A: No.  Unfortunately, as you have had the Railcard for some time already, it is possible that you have used the Railcard to take journeys with your friend, and therefore have benefited from Two Together Railcard discounts.  We are unable to give you a refund for the Railcard.


  • If I no longer want to make journeys with the other Railcard holder can I return the Railcard for a refund?
    A: No. Once a Railcard has been issued it cannot be refunded as it is possible to save more than its price in just one journey.




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