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Railcard Digital Download Code not working ?

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jrh2254

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31 Dec 2014
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My wife bought me a senior railcard this morning and generated the usual digital download code. I went into the railcard app (updated) saw my existing expired railcard. I clicked on add an existing railcard and entered the 6 digit code. The app said oops something is wrong. Tried several times and no luck.
Then I went into my wifes national rail account and saw the railcard said 'active'. I clicked on this and then onto manage devices. It said in red "You currently have no devices associated with this digital Railcard"
The digital download field was blank and there was an option to generate another digital download code.
What is my next move please?
I will be travelling in 1.5 hours!
Many thanks.
 
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jrh2254

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Interestingly my old expired railcard which used to say 'expired' , now says 'replaced' and under details it is still associated with my phone. Perhaps I have to unassociate it?
Also my phone app still has the status of my old railcard as 'expired' not replaced? In addition when I try to delete the expired railcard it says 'something went wrong please try again later'

jrh2254 said:
Interestingly my old expired railcard which used to say 'expired' , now says 'replaced' and under details it is still associated with my phone. Perhaps I have to unassociate it?
Also my phone app still has the status of my old railcard as 'expired' not replaced? In addition when I try to delete the expired railcard it says 'something went wrong please try again later'
Click to expand...
So I deleted the app and reinstall. Now when I open the app it just says 'oops something went wrong please try again later'
Perhaps there is a problem with the app?

Just called Railcard helpline. After some discussion the operator eventually told me 'There is a problem with the Railcard App' 'We are aware of it and so are train managers' She then said 'take a copy of your receipt and if you are charged extra then submit a claim to National Rail'!
I said surely I dont have to go to all this trouble its a fault with your system? She said 'thats what we have been told to advise'!
I then said why cant you put an alert on the Railcard website? She said 'there is a problem with the website as well'!
She then said that android users issues should be sorted by 1pm today and iphone within 48 hours!
Unbelievable!
 
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Ronaldh

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jrh2254 said:
My wife bought me a senior railcard this morning and generated the usual digital download code. I went into the railcard app (updated) saw my existing expired railcard. I clicked on add an existing railcard and entered the 6 digit code. The app said oops something is wrong. Tried several times and no luck.
Then I went into my wifes national rail account and saw the railcard said 'active'. I clicked on this and then onto manage devices. It said in red "You currently have no devices associated with this digital Railcard"
The digital download field was blank and there was an option to generate another digital download code.
What is my next move please?
I will be travelling in 1.5 hours!
Many thanks.
Click to expand...
I have the same problem. It took a number of attempts to reach the payment page for the card. When I eventually succeeded in that I had the same problem with the download link over many attempts, so I tried to contact BR via the contact link in the app/website both on Sunday and yesterday but had no response. I then tried phoning the number given but gave up after holding for over 30 minutes. I then emailed the helpline and got an auto response telling me I would have to wait 15 working days for a reply. The net result is that I have paid £30, the cost of the phone call and several wasted hours - all for nothing.
 
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jrh2254

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383
Yes it’s the wasted time that grates. They just seem to think that we will have to wait and try again. No apology , no equivalent delay repay. Perhaps we should write to the regulator and get them to add this to the list of reasons why you can claim. They would have to have a list of average delay times for things of this nature.
I did travel last Sunday but with no ticket checks I did not have to show my receipt.
I travel again today so will report back how I get on with the email receipt process.
Thanks.

Railcard app still not working. I deleted the app and reinstalled and still coming up with oops something went wrong.
So annoying !
 
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skyhigh

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14 Sep 2014
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There is a fault with the railcard app - the Rail Delivery Group released a staff brief regarding it today. The app will show a message saying 'something went wrong' and certain passengers will be unable to show their railcard.

It has now been resolved but will take up to 3 days to work down to all devices. The brief suggests users keep checking for updates and if they are asked to purchase a new ticket/excess to submit details to Railcard customer care who will arrange for a refund of the additional expense.
 
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jrh2254

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31 Dec 2014
Messages
383
skyhigh said:
There is a fault with the railcard app - the Rail Delivery Group released a staff brief regarding it today. The app will show a message saying 'something went wrong' and certain passengers will be unable to show their railcard.

It has now been resolved but will take up to 3 days to work down to all devices. The brief suggests users keep checking for updates and if they are asked to purchase a new ticket/excess to submit details to Railcard customer care who will arrange for a refund of the additional expense.
Click to expand...

Thanks for this. It’s what the railcard helpline said when I called.
My point is that this is very inconvenient for passengers.
Most train managers are decent people so hopefully they will accept the email booking confirmation, to avoid the customer having the hassle of reclaiming.
We shall see !
 
Watershed

Watershed

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It took more than 24 hours for a national brief to be sent out - how many people will have been issued with Penalty/excess fares in the meantime?

And even now that there is a brief, it doesn't unambiguously say "accept for travel", just that customers can obtain a refund if they're charged extra. I'm sure people who now have their details in TIL's hitlist will feel totally reassured by that :s

Only in the rail industry would such an abysmal response be considered acceptable!
 
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jrh2254

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383
On my journey. Ticket not yet checked. 2 more journeys to make today. Will post an update later.

Completed the additional 2 journeys and ticket still not checked ! Try again Saturday !
 
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3 toed sloth

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31 Jul 2022
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It isnt just the app that's faulty. The website is rubbish - nothing works for me. There are masses of complaints online but still no improvement. Someone had the experience of trying to order a railcard and each time the website crashed Then it turned out they'd charged each time ie 5 times! I'm going to ring the helpline tomorrow as that seems to be my only hope of getting my issue fixed.
 
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