• Our new ticketing site is now live! Using either this or the original site (both powered by TrainSplit) helps support the running of the forum with every ticket purchase! Find out more and ask any questions/give us feedback in this thread!

Digital Railcards - Recent update broken App

Status
Not open for further replies.

steve2525

Member
Joined
15 Jun 2016
Messages
33
Upgraded my iPhone to new IOS this morning was then unable to display my Disabled rail card, fixed by re-installed app, Railcard helpdesk deleting my phone, re-installing App and using new download code. I also have my railcard on my wife’s phone as a standby, this had the same problem which was fixed by deleting phone from my online account and then adding railcard with new download code.

Defiantly something to do with the anti fraud measure as I could get railcard to display if I put phone in aeroplane mode. Hope this helps others.
 
Sponsor Post - registered members do not see these adverts; click here to register, or click here to log in
R

RailUK Forums

AlterEgo

Verified Rep - Wingin' It! Paul Lucas
Joined
30 Dec 2008
Messages
24,887
Location
LBK
Have you screenshotted your railcard? Or is there an animated thingy to stop that from being valid?
 

steve2525

Member
Joined
15 Jun 2016
Messages
33
Have you screenshotted your railcard? Or is there an animated thingy to stop that from being valid?

My railcard has an animated graphic, working ok now so no need to screenshot. If you have upgraded your iPhone and are using your card today try putting your phone in flight mode, card should then display ok.
 

_toommm_

Established Member
Joined
8 Jul 2017
Messages
6,084
Location
Yorkshire
Still not working for me - incidentally they advised me to update the app. Tried reinstalling and all the usual. So far my rover is going good but let’s pray no one asks for it.
 

ForTheLoveOf

Established Member
Joined
7 Oct 2017
Messages
6,416
The Railcard app has recently been updated. This new update was for a 'security update' and they even sent out an email advising people to update the app to keep on using their Railcard.

After having done this update, from other reviews etc. it seems I am not alone on being unable to get my Railcard to appear. It continually states that I should 'connect to the internet to use your Railcard'. Except I am connected to the internet!

I should very much hope that an emergency briefing has been issued to all staff who check tickets, in order to advice that users of the Railcard app will currently be unable to show their Railcards. Alternatively, are Railcard app users expected to buy full-fare replacement tickets during the mean time and then reclaim these later?

I will definitely not be using the Railcard app pption again when mine comes up for renewal. The risk of being PFed, having to buy a new ticket, prosecuted etc. is not worth the otherwise useful convenience offered.

It's really not complex to do something like this well - see for example DB's Navigator app. But it seems the rail industry are incompetent as ever. How on earth a basic error as serious as this passed quality testing is beyond me. Perhaps it wasn't tested...
 

WelshBluebird

Established Member
Joined
14 Jan 2010
Messages
5,268
And it isn't just limited to iOS it seems. The new version of the app for Android rolled out yesterday has broken it for a lot of people. Telling me I wasn't online when I was. No amount of playing around (airplane mode, rebooting etc) would work. Decided to uninstall and reinstall the app, but now the railcard website won't give me a new download code. Pretty poor if you ask me, and I'm now going to have to pay more for a ticket later today. What happens for my journey tomorrow I have no idea!
 

mallard

Established Member
Joined
12 Apr 2009
Messages
1,304
And this is exactly why, even (especially!) as someone who works in IT and is extremely comfortable with modern technology, I'd never buy an imaginary train ticket (where I have a choice).

The consiquences of technology failure are just too high (criminal record and/or significant financial penalties) and consumer tech simply isn't designed for the necissary level of dependability.
 

WelshBluebird

Established Member
Joined
14 Jan 2010
Messages
5,268
Yep happening to me too. And you can't even uninstall and reinstall because you need a new download code from the website, that isn't currently working! According to GWR's twitter I'll be fine travelling tomorrow but it doesn't give you much confidence does it!
 

Bletchleyite

Veteran Member
Joined
20 Oct 2014
Messages
105,326
Location
"Marston Vale mafia"
Whoops! That the railway can't get these things right is as good a reason as any that their house is not in adequate order for them to have the right to prosecute rather than simply sue people for non-payment.
 

_toommm_

Established Member
Joined
8 Jul 2017
Messages
6,084
Location
Yorkshire
And it isn't just limited to iOS it seems. The new version of the app for Android rolled out yesterday has broken it for a lot of people. Telling me I wasn't online when I was. No amount of playing around (airplane mode, rebooting etc) would work. Decided to uninstall and reinstall the app, but now the railcard website won't give me a new download code. Pretty poor if you ask me, and I'm now going to have to pay more for a ticket later today. What happens for my journey tomorrow I have no idea!

Log onto the website and delete your phone from the list - it should give you a new code. If not, phone them and they should do it.

By the way, they’ll tell you that all the train companies know about it, but after doing a rover yesterday none did, purporting that everyone else’s worked. Push them for an email to confirm you have a railcard - at first itll have a clause saying it isn’t valid proof, but push and they’ll remove that little clause of the email, even after telling you several times they physically can’t.
 

WelshBluebird

Established Member
Joined
14 Jan 2010
Messages
5,268
Log onto the website and delete your phone from the list - it should give you a new code. If not, phone them and they should do it.

By the way, they’ll tell you that all the train companies know about it, but after doing a rover yesterday none did, purporting that everyone else’s worked. Push them for an email to confirm you have a railcard - at first itll have a clause saying it isn’t valid proof, but push and they’ll remove that little clause of the email, even after telling you several times they physically can’t.

Tried that, doesn't give me one! Going to try to phone them when I leave work in ten minutes!
GWR have said on Twitter that I'll be able to travel fine if I have proof of purchase of the railcard, but always a bit wary of trusting what they say there regarding ticketing issues!
 

ForTheLoveOf

Established Member
Joined
7 Oct 2017
Messages
6,416
It's a good thing I'm not doing any UK travel for another few weeks. If I were, then until I receive an assurance that Railcard-discounted tickets are valid despite the app not working, I'd buy new undiscounted tickets and make them repay me. It's a clear breach of S49 of the Consumer Rights Act 2015 so any attempt to refuse liability would be a fishing expedition to say the least...
 

ainsworth74

Forum Staff
Staff Member
Global Moderator
Joined
16 Nov 2009
Messages
29,276
Location
Redcar
I'm glad I've still got my physical railcard until September 2021!

And this is exactly why, even (especially!) as someone who works in IT and is extremely comfortable with modern technology, I'd never buy an imaginary train ticket (where I have a choice).

Sadly those of us lucky enough to have snagged a 26-30 Railcard have no choice in the matter :frown:

The only positive is that, at the time of writing, my Railcard app is still fully functional even after the update.
 

marks87

Established Member
Joined
23 Jun 2010
Messages
1,637
Location
Dundee
It's a good thing I'm not doing any UK travel for another few weeks. If I were, then until I receive an assurance that Railcard-discounted tickets are valid despite the app not working, I'd buy new undiscounted tickets and make them repay me. It's a clear breach of S49 of the Consumer Rights Act 2015 so any attempt to refuse liability would be a fishing expedition to say the least...

They're not refusing. They're saying anyone affected that needs to pay a full fare will be given a full refund of the difference.

Sometimes it's best to just calm down and not assume you'll need to (metaphorically) slap the law around someone's head. It's possible to fail the attitude test even when you're in the right.
 

WelshBluebird

Established Member
Joined
14 Jan 2010
Messages
5,268
They're not refusing. They're saying anyone affected that needs to pay a full fare will be given a full refund of the difference.

Sometimes it's best to just calm down and not assume you'll need to (metaphorically) slap the law around someone's head. It's possible to fail the attitude test even when you're in the right.

But that is ludicruous. Nobody should be forced to pay more. Yeah sure they may get a refund after the fact but that they shouldn't have to pay anything extra upfront due to a RDG mess up.
 

ForTheLoveOf

Established Member
Joined
7 Oct 2017
Messages
6,416
They're not refusing. They're saying anyone affected that needs to pay a full fare will be given a full refund of the difference.

Sometimes it's best to just calm down and not assume you'll need to (metaphorically) slap the law around someone's head. It's possible to fail the attitude test even when you're in the right.
I've heard nothing back yet from my request as to what I should do until it's fixed. I'm just saying, if they refused any reimbursement requests then I'd be throwing the book at them. It's ludicrous enough that, because of something that's entirely the rail industry's fault, passengers are out of pocket (temporarily or permanently).
 

jon0844

Veteran Member
Joined
1 Feb 2009
Messages
29,516
Location
UK
While data isn't an issue on my plans, I've had to endure just about every app getting an update for GDPR messages/acceptance. A PITA when you have 30+ devices logged in :D

I can imagine things like this, and banking apps etc, being a nightmare if you fail to update and confirm before you need to use them.
 

marks87

Established Member
Joined
23 Jun 2010
Messages
1,637
Location
Dundee
But that is ludicruous. Nobody should be forced to pay more. Yeah sure they may get a refund after the fact but that they shouldn't have to pay anything extra upfront due to a RDG mess up.

What do you propose they do?

Yes it’s not an ideal situation but the alternative is risking non-cardholders getting a discount they’re not entitled to.
 

ForTheLoveOf

Established Member
Joined
7 Oct 2017
Messages
6,416
What do you propose they do?

Yes it’s not an ideal situation but the alternative is risking non-cardholders getting a discount they’re not entitled to.
Oh no, the rail industry might lose a bit of money! Shock horror! The alternative is entirely unsubstantiated extra ticket purchases, TIRs, PFs or even prosecutions.
 

WelshBluebird

Established Member
Joined
14 Jan 2010
Messages
5,268
What do you propose they do?

Yes it’s not an ideal situation but the alternative is risking non-cardholders getting a discount they’re not entitled to.

And that's a risk they should have to take because they messed up and broke the app!
 

AngusH

Member
Joined
27 Oct 2012
Messages
580
I'm puzzled, when the app was developed, what was the contingency plan in this case?
 

ashworth

Established Member
Joined
10 Sep 2008
Messages
1,285
Location
Notts
And this is exactly why, even (especially!) as someone who works in IT and is extremely comfortable with modern technology, I'd never buy an imaginary train ticket (where I have a choice).

The consiquences of technology failure are just too high (criminal record and/or significant financial penalties) and consumer tech simply isn't designed for the necissary level of dependability.

I’m not against technology but after a bad experience a couple of years ago trying to use a ticket loaded on to the Arriva Bus App on my phone, I would certainly always stick to a paper version of my Senior Railcard. I got quite annoyed when people in the original thread about electronic railcards were so quick at criticising those of us who don’t trust this type of technology.

I had a 7 Day North West and Wales Ticket loaded onto my phone through the Arriva Bus App but it kept freezing, failing to open and display. When it refused to display I had to switch off my phone and switch it back on again to get it to display. I therefore had to get it functioning well before the bus was due which in turn drained my phone battery causing even more of a problem. I ended up having to sit for an hour drinking coffee in Costa in Caernarfon whilst my phone charged. It all may sound rather amusing to those more confident with technology but it helps me to sympathise with those who are currently having problems. I certainly will always use paper railcards and tickets form now on. Perhaps I may just continue to trust tickets loaded on to smart cards if I have a receipt to produce as evidence of purchase.
 

Joe Paxton

Established Member
Joined
12 Jan 2017
Messages
2,761
What do you propose they do?

Yes it’s not an ideal situation but the alternative is risking non-cardholders getting a discount they’re not entitled to.

Take that risk.

If the railway stuffs up, the consequences should come out of the railway's pocket.

Quite.

There were fears of something like this when Digital Railcards were launched.
 

Merseysider

Established Member
Fares Advisor
Joined
22 Jan 2014
Messages
5,547
Location
Birmingham
What do you propose they do?

Yes it’s not an ideal situation but the alternative is risking non-cardholders getting a discount they’re not entitled to.
Who cares?

The railway industry (not the passenger) screwed up, so it should be the railway industry (not the passenger) who bears the costs.

Charging passengers extra when it isn’t their fault only serves to alienate them and creates bad press. Neither of which we want.
 

marks87

Established Member
Joined
23 Jun 2010
Messages
1,637
Location
Dundee
All of the above are well well and good, but the T&Cs of the Railcard App are quite clear:

4. AVAILABILITY

4.1. The 'Railcard' app is available to handheld mobile devices running Apple iOS and Android OS. RDG will use reasonable efforts to make the 'Railcard' app available at all times. However, you acknowledge the 'Railcard' app is provided over the internet and mobile networks and so the quality and availability of the 'Railcard' app may be affected by factors outside RDG’s reasonable control.

4.2. RDG does not accept any responsibility whatsoever for unavailability of the 'Railcard' App, or any difficulty or inability to download or access content or any other communication system failure which may result in the 'Railcard' app being unavailable.

4.3. RDG will not be responsible for any support or maintenance for the 'Railcard' app.

4.2 is the one that applies here. By choosing to have a Railcard that is app-based (and yes, that extends to 26-30 Railcards insofar as you choose to have the railcard) you accept the risk that app might not be available and the potential consequences thereof (i.e. not having your Railcard when travelling).
 
Status
Not open for further replies.

Top