Frequently Asked Questions?

Most frequently asked questions

  • What are the last posting dates over the Christmas period?
    A:

    It’s a very busy time of year for the Royal Mail so if you would like to order a plastic Railcard, it might take longer for it to arrive during the festive season. The good news is, you don’t need to rely on the post. Choose to receive your Railcard digitally and it will be available instantly.

    However, if you would still like the plastic version and to ensure your order is with you before Christmas day,  please complete your order before 4pm on Monday 18th December or use our Special Delivery service no later than Wednesday 20th December. If you are ordering a Railcard by our standard service between Tuesday 19th December and Tuesday 2nd January 2018 please expect delivery by the end of the first week of the New Year.

     


  • 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 at www.twotogether-railcard.co.uk.


  • 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.


  • What is an acceptable image to use for my Railcard?
    A:

    The image should be a good clear 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 photo (in the same way it would for a passport or driving licence)



            The background must be neutral or plain



            The photo needs to be in focus and sharp



            No hats or cartoon faces



            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 suitable and ask you for a more suitable image.


  • 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 2 megabytes (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 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 of the above and are still experiencing problems, then please call us on 0345 3000 250.

     


  • 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.


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

    If you are buying your Railcard online we will despatch it within one working day, and send it free by First Class post. Please allow FIVE working days for your Railcard to arrive.

    You have the option of paying £6.50 for our Special Delivery service. Providing you have placed your order before 1600hrs this will guarantee that your Railcard is delivered within two days (Monday to Thursday) or three days (Friday to Sunday).

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

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


  • 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.


  • My Railcard has not arrived in the post, what can I do?
    A:

    You will need to wait FIVE working days and then log back in to your Railcards online account, select ‘Replace your Railcard’ 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 Railcard.

    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.


  • Can I buy a Railcard for another person?
    A: Yes, you can buy a Two Together Railcard or any other relevant Railcard for a friend or family member as long as they are eligible for the Railcard you are getting them. If you are buying a 16-25 Railcard or a Senior Railcard you will need to supply the evidence (such as a passport or driving licence code) to prove their eligibility.



    To order the Railcard log in to your account (or register one if you do not already have one) and then when you get to the question, "Is this Railcard for you or someone else?" choose the option for "someone else" and continue the process. You will have the option of having the Railcard delivered to the UK address of your choosing. The Railcard

    will then be sent along with information as to how the Railcard holder can create their Railcard account if they wish.

  • I wear a burka or a niquab – 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 apply 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. The application may be declined if the photograph is not of reasonable quality to identify the person.


  • 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.

  • How can I change my address details?
    A: Please go to "Login and Manage your account" from the homepage log in to your account. You will be given the option to update your details from your account summary screen.

  • I have a promotion code but it isn't 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.


  • 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.

  • 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 0700hrs to 2200hrs everyday of the year except for Christmas day.  You can:

    Email us:         railcardhelp@railcards-online.co.uk

    Call us on:       0345 3000 250

    Write to:           National Railcards
                              PO BOX 6616
                              Arbroath
                              DD11 9AR    

     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




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