Dreadful process
This is the worst process I’ve had to go through whilst trying to purchase a membership card or the like for anything I have ever done before. Whilst I’m not claiming to be a genius at IT, neither am I completely unskilled. My daughter is disabled and she would be totally unable to do this herself. The app is not instinctive and lacks explanation and simple instructions. I tried last July to renew and was told that it hadn’t worked. After three adults have spent almost an hour to try again this afternoon, I now discover that I was indeed charged for a railcard replacement last July after all. Having spoken to a rail network employee in the ticket office I was told that many people have reported how difficult and frustrating the process is. We have given up trying to replace a disabled railcard for our daughter and she’s exactly the type of person who is entitled to assistance. I’d be grateful if you would provide me with a name and address of a higher authority in the system so that I can take this further.
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Waste of money
Firstly why should I have to buy this? It should be automatic and free for veterans. But having spent a chunk of money on it, it is useless. I can’t use it to get discounts.
A Very Useful App
I find the app very useful! It allows you to have easy access to the rail card you’ve bought. Also purchasing or renewing your Rail Card via the app and having it on the app, means you do not have to wait for a physical card to come through the post.
I also believe that you’re not allowed to have the same railcard on more than two devices at any time.
You need to make sure you always have enough charge on your phone or you have easy access to a compatible charging cable or to a power bank. That way you are not “caught out” by having your phone shut down just before you show your digital railcard to an authorised railway officer who requests permission to view the railcard accompanying your train ticket.
I also believe that you’re not allowed to have the same railcard on more than two devices at any time.
You need to make sure you always have enough charge on your phone or you have easy access to a compatible charging cable or to a power bank. That way you are not “caught out” by having your phone shut down just before you show your digital railcard to an authorised railway officer who requests permission to view the railcard accompanying your train ticket.
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Digital linking fail! BIG problem
I cannot find a way to link my digital rail card to my Southern Rail app. There is no provision to add it under ‘My account’ or ‘Railcard’ sections in my personal details through the app itself and, using the Web version, when I sign in to my account on line, my railcard card type option drop-down box only ‘16-17 Saver’. I am a pensioner with a disabled rail card! Do they think that only the young can cope with this smart phone technology?? 🤔 If so, they are wrong.
A Customer services advisor told me all that ‘should’ be there (on line via a laptop and on a smart phone) but can offer NO PRACTICAL IMMEDIATE HELP to me and seemed unconcerned. On requesting some action, they say that they have raised this issue & I will receive a reply ‘within 10 working days’. Not really an acceptable timescale, I feel - and I feel that quite strongly😖
A Customer services advisor told me all that ‘should’ be there (on line via a laptop and on a smart phone) but can offer NO PRACTICAL IMMEDIATE HELP to me and seemed unconcerned. On requesting some action, they say that they have raised this issue & I will receive a reply ‘within 10 working days’. Not really an acceptable timescale, I feel - and I feel that quite strongly😖
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Application for Railcard.
This was difficult for an old guy.
Lack of instructions
Hard to know what is needed to board a train. Had to reload railcard on device; dont see purchased tickets. No help button. No use instructions, no email options.
Glad I printed as a backup!
Glad I printed as a backup!
Card excellent buy renewal process is rubbish 😡
I experienced a complex and frustrating renewal process. Initially, I didn’t receive the code, and when I requested a new one, the app crashed, causing the screen to go black and freeze. After checking my credit card, I saw I had been charged, but I never received the renewal confirmation email as promised. I had to request another code, which I then applied. After restarting the app, the card had been renewed, but the entire process was stressful and unnecessarily difficult.
When charging a credit card for a purchase, customers expect the app to function properly without having to troubleshoot and fix failed transactions. This should be a simple, reliable process, not a source of frustration. 😡
When charging a credit card for a purchase, customers expect the app to function properly without having to troubleshoot and fix failed transactions. This should be a simple, reliable process, not a source of frustration. 😡
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Have to re- download to phones EVERY time used
Forced to buy a digital Railcard, as my local station ticket office was closed yet again during working hours.
Getting increasingly angry and frustrated with the app - every I’ve used the Railcard App it says that I don’t have any Network Card associated with either of my phones despite having re-downloaded it at least eight times on each, since purchasing the card in November 23.
App updates have made no difference. The fact that the station mistress knows me means that I haven’t been forced to pay full price, when I’ve not been able to show the Railcard without several minutes working online to make it download again.
Some guards will accept a screenshot, but others want to see the active card. 😡😡😡
Getting increasingly angry and frustrated with the app - every I’ve used the Railcard App it says that I don’t have any Network Card associated with either of my phones despite having re-downloaded it at least eight times on each, since purchasing the card in November 23.
App updates have made no difference. The fact that the station mistress knows me means that I haven’t been forced to pay full price, when I’ve not been able to show the Railcard without several minutes working online to make it download again.
Some guards will accept a screenshot, but others want to see the active card. 😡😡😡
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Can’t purchase card
Can’t purchase card in app? The website produces a billing country error no matter what browser or device I use. Very poor experience.
Clumsy app
Took ages to renew my card - trouble with codes and passwords☹️
