No confirmation email - cannot access account

[newmilton]

Hello. Our son bought tickets from EMT a couple of days ago, for travel tomorrow. He tells me the money has been taken from his bank account, but he never received a confirmation email. What makes the situation more complicated is that when he tries to log into his account to check the booking reference that way, he gets a message saying his email address is unrecognised.

I have told him to go to St Pancras early with proof the money was taken (banking app on his phone) and speak to someone there. Does anyone have any other advice?

Many thanks.

 

[maniacmartin]

First of all, get him to check his spam folder just in case.

It sounds like what has happened is that he has made a typo in his email address on the EMT website, and the email was sent there, as well as the account being registered there. If he wrote down the confirmation code that was displayed on the website after he made payment, he can go to the ticket machine with his payment card and use it without the email.

Sadly I do not think that the station staff will be able to help. I would advise him to call EMT on 08457 125 678 and ask to be put through to the web support team. They should be able to locate his booking from other details such as his address, and resend the email to the correct email address.

 

[Zoidberg]

There is a phone contact on the EMT website - have you tried it?

08457 125 678, lines are open 0600 - 2200 daily. Too late today but open from 0600 tomorrow. I wonder why it wasn't used before now.

They also advertise a Twitter contact - @EMTrains 24 hours, 7 days a week

 

[sheff1]

Call them as suggested.

For future reference tell him to note down the collection reference (on a piece of paper and/or his phone/ipad or similar) before closing down the booking.

 

[newmilton]

Many thanks. He had indeed entered his email address incorrectly, and the phone helpline were able to help him.