I've been having a nightmare with mine. I've been 9 times now and keep getting fobbed off by staff. I know what they need to do but they don't seem to, with most saying it's not eligible even though it is.
I normally get it done at Blackhorse Road tube station (have done the last 3 years). This year they refused as too busy, then said it had to be done on the phone, then said they didn't know how to, then they said I had to go to a mainline station before finally I was told I wasn't eligible. I tried to explain it would only be for overground services/metro services with others tocs but they were having none of it. Euston LUL station said I wasn't eligible after showing me a briefing from RSTL, saying it had been done incorrectly for the last 3 years (it hasn't been) and also and sent me upstairs to the mainline station. The mainline station (obviously) said they couldn't do it as it was oyster.
It's so frustrating. Can anyone offer any pointers please? I'm wondering if south of the river may be easier but i'm rarely over that side - particularly at the moment