Frequently Asked Questions?

What do I do if my Railcard is lost or stolen?

If you have lost or damaged a physical Railcard that you bought online

You will need to sign in to your account and order a replacement online. You can only apply for a replacement Railcard 7 or more days after the date of the original online purchase.

You are entitled to apply for 1 replacement in the event of loss or damage. You will have to pay a £10 administration fee. We regret that any journeys you make while you are without your Railcard will have to be at full fare and any discount lost is not refundable.

If you have lost or damaged a physical Railcard that you bought at a station

You can go to any staffed station where you must give the completed receipt portion of your original application form to staff – we will not be able to issue any replacements for loss if you do not have the stamped receipt.

If your replacement is due to damage you will be required to surrender your old damaged Railcard. You will have to pay a £10 administration fee.

Don’t forget that you will also need to provide a new photo if you need to replace your Photocard too.
 

If your Railcard has been stolen

If you have been given a crime reference number or documents by the Police, then we will give you a free replacement.

To replace a stolen Railcard you bought online, please sign in to your account and follow the replacement process, you will need to quote your crime reference number.

To replace a stolen Railcard you bought at a station you need to go to a station with your crime reference number/documentation and some form of identification.