Frequently Asked Questions?

Most frequently asked questions

  • 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. You will also have to pay a £10 administration fee.

     


  • 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. You will also have to pay a £10 administration fee.

     


  • 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.


  • 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.
     


  • 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.


  • 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.


  • 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.

     


  • 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.


  • 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.




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