Frequently Asked Questions?

Most frequently asked questions

  • What do I do if my Railcard is lost or damaged?
    A: If you bought your Railcard online, you are entitled to apply for one replacement in the event of loss or damage. There is an administration fee of £10 for this service.  We regret that any journeys you make whilst you are without your Railcard will have to be at full fare and any discount lost is not refundable. You will need to log in to your account and order a replacement online. You can only apply for a replacement Railcard seven or more days after the date of the original online purchase.

    If you bought your Railcard at a station, you can go to any staffed station where you must give the completed "Receipt" portion of your original application form to staff – we will not be able to issue any replacements for loss if you do not have the stamped receipt. If your replacement is due to damage you will be required to surrender your old damaged Railcard.  You will have to pay a £10 administration fee.  Don’t forget that you will also need to provide new photos if you need to replace your lost or damaged Two Together Railcard Photocard at a station.  You will also need to get a new Railcard issued as well.

  • What do I do if my Railcard is stolen?
    A: If your Railcard has been stolen and you have been given a crime reference number or documents by the Police, then we will give you a free replacement.
    To replace a stolen Railcard you bought online, please login to your account and follow the replacement process, you will need to quote your crime reference number. You can also call our Helpline on 0345 3000 250.
    To replace a stolen Railcard you bought at a station you need to go to a station with your crime reference number/documentation and some form of identification.

  • 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.

  • 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.



Can't find an answer? Get in touch

If you are having problems purchasing your Railcard, or if you have comments about the Railcard service, call or email us. You can also write using the postal address.

railcardhelp@railcards-online.co.uk

0345 3000 250 (07:00hrs to 22:00hrs)

National Railcards
PO BOX 6616
Arbroath
DD11 9AR

 

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. You can find their contact details by clicking on this link train company list.

 

Transport Focus

If, after contacting us, you remain unhappy with any aspect of our service you may want to contact the independent transport watchdog, Transport Focus. Contact details are shown below:

Email: advice@transportfocus.org.uk

Phone: 0300 123 0860

Freepost RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ

 
railcardhelp@railcards-online.co.uk
0345 3000 250 (07:00hrs to 22:00hrs)
National Railcards
PO BOX 6616
Arbroath
DD11 9AR