Frequently Asked Questions?

Most frequently asked questions

  • What is a digital Railcard?
    A:
    When buying a Railcard, customers will have the choice of receiving it in a physical format (such as card or plastic), or in a digital format.

    Customers will be able to start using their digital Railcards quicker as they don't need to be sent in the post.


    Digital Railcards can also be stored on up to two devices.


  • How can I buy a digital Railcard?
    A: Digital Railcards can be bought through the Disabled Persons Railcard website only. Click on 'Buy Now' from the homepage to get started.

    In most cases, you should get your digital Railcard instantly.

  • How do I add a digital Railcard to my phone?
    A: If you have already bought a digital Railcard, you should have received a 'digital Railcard code' by email.

    Once you've got this code, go to the app, tap on the ‘+’ button in the top left of the screen and enter your code.

  • 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 compatible with Android and iPhone devices only.



    The Railcard app is not compatible with Windows Phones.


  • Why is my new digital Railcard showing as 'Expired'?
    A: We are aware that some customers aren't currently able to see their new digital Railcard within their apps and are instead getting a status of 'Expired'.

    We are looking to get this changed, but the simple reason this is happening, is because your existing Railcard still has validity left on it and your new digital Railcard hasn't yet started.

    You will be able to use your existing Railcard right up until it expires and switches across to your new digital Railcard.

    We're looking at changing the messaging within the app to make this less confusing. Our apologies for any inconvenience.

  • 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 do you get caught out while travelling, you can make one claim a year to be refunded for any extra fare or penalty you incur.

  • Can I renew to a digital Railcard?
    A: Yes! You can renew your Railcard within 30 days of its expiry to a digital or a plastic Railcard.

    Just login to your account and select 'digital' when completing the application process.

  • I have a plastic Railcard, can I swap it for a digital one?
    A: At the moment the digital Railcard is only available to new and renewing Railcard customers.

    We understand that we have a large number of customers who already have a Railcard, but are not yet due a renewal. With this in mind, we are currently looking at how customers can exchange their plastic Railcards for a digital version.

  • 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.


  • What happens if I don’t have reception or I am offline?
    A: Don't worry, once your digital Railcard 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 Railcard.

    You will need an internet connection though to buy a new Railcard or add a Railcard to a new device.

  • What happens if I lose my device?
    A: If you lose your device, you can easily add your Railcard to a new one.

    If your Railcard is already stored on two devices, follow the instructions to remove it from the lost phone to add it to a new one.

  • How do I unblock my Railcard?
    A: You will need to contact our customer support team 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 card 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.

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


  • How can I remove my Railcard from an existing device?
    A: To removed your Railcard from an existing device you will need to login to your account and find the option to 'Manage your Railcard'.

    Then just choose the device you want to remove your card from.

  • 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.

  • How quickly will I get my new digital Railcard?
    A: In most cases, you should get your Railcard instantly.

  • My digital Railcard code won’t work
    A: Your download code may have expired or been used on too many devices.

     Login to your account and request a new digital Railcard code.

    You can only store your digital Railcard on a maximum of 2 devices, so you may need to remove your Railcard from an existing device to add it to a new one.

  • I can’t find the digital Railcard activation code
    A: Check your mailbox (including your junk mail) for an email from our Railcard team.

    If you still can’t find it, login to your Disabled Persons Railcard account and follow the links to ask for a new code.

  • What is the digital Railcard activation code?
    A: You need a digital Railcard code to add your Railcard to your app.

    You can find this code in the email we send after you complete your Railcard application.



Can't find an answer? Get in touch

If you need to get in touch we’re open from 0700hrs to 2200hrs every day of the year except for Christmas day. 

Email us at [email protected]
Call us on

0345 605 0525 

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.

Minicom/Textphone

0345 601 0132

(For customers with hearing impairments)

Send a letter to

Disabled Persons Railcard Office
PO Box 6613
Arbroath
DD11 9AN

 

Train Companies

If you have any questions concerning  journey planning or rail fares, go to nationalrail.co.uk.

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 on nationalrail.co.uk.

 

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: [email protected]

Phone: 0300 123 0860

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