An unexpected error occurred on Railcards

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Unable to access digital Railcards

Railcard is an official retailer for Network Railcard introduced by British Rail. It provides several discounts on advance purchases. Several train passengers were left unable to buy or renew their railcards online for a few weeks due to the company’s major website update. While the update was supposed to enable a smoother user experience, customers started facing issues. 

Customers started getting error messages on their discounted train travel while buying or renewing their Railcards. There were hundreds of complaints against “our systems have encountered an unexpected issue.”

An unexpected error occurred on Railcards

Few customers also got charged for their tickets, but they didn’t get any code for downloading their tickets. Customers started sharing their complaints on Twitter. Customers were unable to renew their Railcard online and had to wait on customer care calls for hours. Their advanced purchases were delayed and customers were infuriated by that.

Railcard customer's feedback

 Railcard management ensured their customers that they are working to fix the issue as a matter of urgency and apologized for the inconvenience caused to customers. They also stated the majority of customers have gotten their tickets since their last update. The Rail delivery group(RDG) issued a statement saying that while they are working on the issue, also ensured their customers that they will get a refund or compensation on their tickets which they didn’t get.

National railcards tweets

What to do if you’re having issues with your Railcard purchase:

  • The Rail Delivery Group (RDG) if you have made payment for your purchase but haven’t received your Railcard, your proof of purchase will be accepted. This also applies to the discounted ticket. You will be asked to show proof of ID.
  • If you have made full payment on your ticket, you can get a refund of the difference. You have to contact their customer care and show proof of purchase and your ID.
  • If you are unable to purchase on their website, you (except disabled person) can purchase their one-year Railcards in person from any National Rail ticket office. However, age-specific Railcards between 16-17 and 26-30 can only be bought online and you need to provide proof of age. You can make the purchase online via train operators Avanti West Coast and East Midlands Railway.
  • If you are a disabled person, you need to provide extra evidence online. 
  • Keep in mind that you need to provide your ID, passport-sized photo with your application while buying in person.
  • Three-year Railcards are also only available online.

If you have any other inquires you can contact Railcard customer service call: 0345 3000 250, email:, or by reaching on their Twitter.  

Let us know your views on this issue in the comment section below.

1 thought on “An unexpected error occurred on Railcards”

  1. Date: 10May2022. Having this problem today. Why is this not solved yet? Want to buy 3-year senior railcards. There is no other way 🙁

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