Lost phone with m ticket

[Pumperkin]

Hi,
I know someone that needs to catch a train on Monday however lost phone on Christmas Day. Ticket bought on Trainline and railcard also held via app. Is there any way to retrieve ticket?

Thanks in advance.

 

[Bletchleyite]

Was it definitely an m ticket and not an e ticket?

If it was the former, it's the same as losing a paper ticket, you will need to purchase a new one if it was downloaded to the phone. If it wasn't, it can be downloaded to the new phone.

If it's the latter, find the confirmation email and print the PDF e-ticket out.

Don't know about e-Railcards I'm afraid other than that I have no interest in having one as they have only disadvantages.

 

[alistairlees]

Was it definitely an m ticket and not an e ticket?

If it was the former, it's the same as losing a paper ticket, you will need to purchase a new one if it was downloaded to the phone. If it wasn't, it can be downloaded to the new phone.

If it's the latter, find the confirmation email and print the PDF e-ticket out.

Don't know about e-Railcards I'm afraid other than that I have no interest in having one as they have only disadvantages.

The OP probably does not know what type of ticket it is. A better question to ask is where is it from and to, and what type of ticket (Advance, Off-Peak etc) is it.

 

[Bletchleyite]

The OP probably does not know what type of ticket it is. A better question to ask is where is it from and to, and what type of ticket (Advance, Off-Peak etc) is it.

Or if the OP has a PDF e-ticket attached to the confirmation e-mail?

 

[Haywain]

I would suggest phoning Trainline and asking them.

 

[Bletchleyite]

I would suggest phoning Trainline and asking them.

I wouldn't in the first instance; from experience their call centre is beyond useless. It's people in India[1] (hardly anyone does that any more) working from a script without any background.

For instance it took them 20 minutes (from first speaking to a person) for them to do a simple cancelled-booked-train refund, asking all sorts of irrelevant questions like whether I could have used another train, which is of no relevance since the cancellation of the train you intended to use automatically entitles a refund if that cancellation means you choose not to travel, even if the next train is in 5 minutes.

[1] Relevant because it gives a lack of local/background understanding.

 

[Pumperkin]

The OP probably does not know what type of ticket it is. A better question to ask is where is it from and to, and what type of ticket (Advance, Off-Peak etc) is it.

Hi Alistairlees. Yes that's right, I don't know. It was someone I was talking to through my profession so don't have many details. I presume it was an advance ticket and going Hull -> Doncaster -> Kings Cross with LNER. I know that's a bit vague but it's all I have... just wondered if there was a general yes/no for lost mobile tickets. Trainline website seems particularly condescending:

What do I do if I’ve lost my tickets?
First, do a double check. Train tickets are thin, so they could easily get slipped in between the pages of a book, or down the side of the sofa.

If you’ve already sent out the search party and not found them, you’ll have to buy a new ticket. We can’t offer a refund for a ticket that’s been lost, sorry. Why not choose a Mobile Ticket next time?

Doesn't exactly help if it's the mobile you've lost!

Edit: To remove hyperlinks to Trainline site... no interest in pointing people their way!

 

[CrispyUK]

Whilst Trainline is consistent on the fact that a mobile ticket can only be downloaded to a single device at any time, and cannot be moved once it has been activated, the steps for moving a mobile ticket to another device are different depending which help page you look at, one page includes a step where you need to select the Move ticket option on the old device, the other page just tells you to download it on the new device.

I haven’t used a mobile ticket yet, but looking at one I have in the Virgin app for next week, I suspect it has to be released/removed from the device it has already been downloaded to. I am assuming once downloaded to the device, it can then be accessed and activated offline, which would explain the need to release the ticket if no further online check is made once downloaded.

First step would be to download the Trainline app on another device, sign in and see what you get, if it’s an e-ticket then you should be able to see it as these aren’t device linked. If it’s a Mobile ticket, see if you can download it (just in case it hadn’t already been downloaded to the lost device?)

 

[alistairlees]

Hi Alistairlees. Yes that's right, I don't know. It was someone I was talking to through my profession so don't have many details. I presume it was an advance ticket and going Hull -> Doncaster -> Kings Cross with LNER. I know that's a bit vague but it's all I have... just wondered if there was a general yes/no for lost mobile tickets. Trainline website seems particularly condescending:

What do I do if I’ve lost my tickets?
First, do a double check. Train tickets are thin, so they could easily get slipped in between the pages of a book, or down the side of the sofa.

If you’ve already sent out the search party and not found them, you’ll have to buy a new ticket. We can’t offer a refund for a ticket that’s been lost, sorry. Why not choose a Mobile Ticket next time?

Doesn't exactly help if it's the mobile you've lost!

Edit: To remove hyperlinks to Trainline site... no interest in pointing people their way!

No problem. If it's from Trainline then those are delivered as an email, with the PDF version of the eTicket attached; and a link to download your eTicket to Apple Wallet (useful if you have iPhone). All you need is this original email. That's for tickets bought via Trainline website though. I don't know if it differs in any way if they are bought via the Trainline app. What it is worth saying though is that the only barcode tickets that exist for that route are eTickets (not m-tickets), and that in any case Trainline prefer eTickets (for many good reasons); so you should not really have any issues here, as eTickets are not device-specific and can be printed / downloaded as much as you like. Does your friend have their original email (assuming that they still get one if buying via the app)? Or can they just log in to their Trainline account?

 

[alistairlees]

Whilst Trainline is consistent on the fact that a mobile ticket can only be downloaded to a single device at any time, and cannot be moved once it has been activated, the steps for moving a mobile ticket to another device are different depending which help page you look at, one page includes a step where you need to select the Move ticket option on the old device, the other page just tells you to download it on the new device.

I haven’t used a mobile ticket yet, but looking at one I have in the Virgin app for next week, I suspect it has to be released/removed from the device it has already been downloaded to. I am assuming once downloaded to the device, it can then be accessed and activated offline, which would explain the need to release the ticket if no further online check is made once downloaded.

First step would be to download the Trainline app on another device, sign in and see what you get, if it’s an e-ticket then you should be able to see it as these aren’t device linked. If it’s a Mobile ticket, see if you can download it (just in case it hadn’t already been downloaded to the lost device?)

Using the Trainline app, I looked at the help sections on eTickets and they basically said that you should either log in to your Trainline account or go to your email account to get your eTickets, if you have lost your phone / need to use another device. They certainly don't say anything about eTickets being locked to a device, nor would I expect this to be the case. Perhaps you have somehow found some out of date help pages. There is no need to be activating eTickets by the way either. You just scan them. It's m-tickets that need activating - but the OP doesn't have one of those unless I am very much mistaken.

 

[CrispyUK]

They certainly don't say anything about eTickets being locked to a device, nor would I expect this to be the case. Perhaps you have somehow found some out of date help pages. There is no need to be activating eTickets by the way either. You just scan them. It's m-tickets that need activating - but the OP doesn't have one of those unless I am very much mistaken.

I was referring to and looking at the help pages for mobile/m-tickets as that was what the OP stated, sorry I thought I’d been clear on that

eTickets are certainly much easier for the customer to deal with in this scenario (although more open to abuse without the appropriate tech & processes in place from the operators side which I guess is why these awkward m-tickets were created)

 

[nuts & bolts]

Railcard could be a problem as well?

 

[mrmatt]

Railcard could be a problem as well?

I believe you can login to your Railcard account and generate a new download code (providing it has only previously been downloaded to one device)

 

[_toommm_]

I believe you can login to your Railcard account and generate a new download code (providing it has only previously been downloaded to one device)

You can delete past devices from your railcard account to free up a slot to download to a new device.