The Trainline Customer FAQ

We're sorry to hear you're having trouble with your payment methods. It's best to double-check that the card details have been entered correctly, and that there are sufficient funds in the account. Also, ensure that any card used for overseas transactions has been approved by your bank. Alternatively, you may try using a different method of payment. Trainline accepts multiple payment options like credit/debit cards, PayPal, and Apple Pay. If you're still facing difficulties, it might be a good idea to contact your bank for assistance in troubleshooting the issue.

We're sorry for the inconvenience. Tickets from The Trainline usually arrive in your email inbox soon after booking. Make sure to check your spam or junk mail folder, as sometimes emails can go there. If you still can't find your e-ticket, your tickets might also be retrievable within your Trainline account under "My Bookings." If all these have been tried with no success, unfortunately, there might have been an error in the system or with the provided email address during booking. In such cases, it's advisable to get in touch with The Trainline's customer service for further assistance.

If you haven't received confirmation for tickets you bought online from The Trainline, please check your spam or junk folder in your email, since confirmation emails and e-tickets may sometimes end up there. If you still cannot find them, log in to your account on The Trainline website or app. All your past and upcoming trips, including ticket details, should be found in the “My Bookings” section of your account. If you cannot find the ticket information there, it is possible the booking did not go through. But a confirmation message right after your payment is a common verification that your booking was successful. This usually includes a summary of the trip and a booking confirmation.

Your digital Railcard can be found in the "Railcards" section of your Trainline account. Simply log into your account and navigate to the Railcards tab where you will find all your purchased Railcards. You can also add them when booking a journey. Just select a railcard in the drop-down picker when you're booking your journey and make sure you carry it with you when you travel. Remember, only the named Railcard holder can use it for travel discounts.

The 16-17 Saver Railcard is valid for one year or until your 18th birthday, whichever comes first. This railcard offers a 50% discount on most rail fares for children aged 16-17, including standard Anytime, Off-Peak, Advance, and Season tickets. However, there is a minimum fare of £12 for all Anytime and Off-Peak tickets before 10am Monday to Friday, excluding public holidays and July and August. Please remember to always carry your railcard while traveling; if forgotten or expired, you may be asked to pay the full fare.