Northern Delay Repay issue

[Leyland Bus]

Afternoon,

Just looking for a bit of help with a delay repay issue I've come across.

I'm trying to set up a claim and I have a monthly season ticket on the app with a barcode. The repay site is asking me for a copy or scan of the barcode. The app won't allow a screenshot to be taken, so how am I meant to do this? I have done a claim before, and I'm convinced there was a tab or a link on the app especially for delay repay claims which provided the information they would ask for, but for the life of me I cannot find it...

Any suggestions?

Many thanks.

 

[Watershed]

Which app did you buy your season ticket through - the Northern one?

I believe @ainsworth74 may have experience of this type of season ticket and Delay Repay claims with Northern.

 

[ainsworth74]

Unfortunately yes I do have a lot of experience with this.

I always upload a copy of the booking confirmation email in pdf form (using print to pdf which is available on most operating systems by default) and use the booking reference as the ticket number. This usually works but not infrequently gets rejected because they want a copy of the ticket (which you cannot provide). Usually at appeal that gets it sorted and authorised. But it can be a chew-on to get the compensation you're due if you get particularly unlucky. One might think a sensible appeal system would allow you to type in specifically why you're appealing (you could then explain it's a barcode season that does not come with a pdf and you cannot take a screenshot of as its blocked by the Northern app), but that seems to be something anathema to all TOCs that use the same system as Northern.

I've submitted at least half a dozen complaints over the last three of four years and often that seems to improve things but then they'll backslide (I assume as old staff move on and new staff come in).

I'm lead to believe that there is actually functionality within the app (as it's Trainline tech under the hood) to produce delay repay coupon (basically a ticket that you can upload purely for delay repay purposes) but for whatever reason this functionality is not available on the Northern app.

 

[SuspectUsual]

Afternoon,

Just looking for a bit of help with a delay repay issue I've come across.

I'm trying to set up a claim and I have a monthly season ticket on the app with a barcode. The repay site is asking me for a copy or scan of the barcode. The app won't allow a screenshot to be taken, so how am I meant to do this? I have done a claim before, and I'm convinced there was a tab or a link on the app especially for delay repay claims which provided the information they would ask for, but for the life of me I cannot find it...

Any suggestions?

Many thanks.

Get someone else to take a photo of the barcode on your phone and then email / message it to you

 

[Leyland Bus]

Which app did you buy your season ticket through - the Northern one?

I believe @ainsworth74 may have experience of this type of season ticket and Delay Repay claims with Northern.

Unfortunately yes I do have a lot of experience with this.

I always upload a copy of the booking confirmation email in pdf form (using print to pdf which is available on most operating systems by default) and use the booking reference as the ticket number. This usually works but not infrequently gets rejected because they want a copy of the ticket (which you cannot provide). Usually at appeal that gets it sorted and authorised. But it can be a chew-on to get the compensation you're due if you get particularly unlucky. One might think a sensible appeal system would allow you to type in specifically why you're appealing (you could then explain it's a barcode season that does not come with a pdf and you cannot take a screenshot of as its blocked by the Northern app), but that seems to be something anathema to all TOCs that use the same system as Northern.

I've submitted at least half a dozen complaints over the last three of four years and often that seems to improve things but then they'll backslide (I assume as old staff move on and new staff come in).

I'm lead to believe that there is actually functionality within the app (as it's Trainline tech under the hood) to produce delay repay coupon (basically a ticket that you can upload purely for delay repay purposes) but for whatever reason this functionality is not available on the Northern app.

Thankyou both. Extremely helpful, especially after going back and forth several times and beginning to think I'd gone mad!!

Thanks again

== Doublepost prevention - post automatically merged: 7 Oct 2025 ==

Get someone else to take a photo of the barcode on your phone and then email / message it to you

I had thought of that but i'm not overly sure they'd accept it...

 

[ainsworth74]

Thankyou both. Extremely helpful, especially after going back and forth several times and beginning to think I'd gone mad!!

Thanks again

No worries! But still good luck as I say it can be a right pain.

I had thought of that but i'm not overly sure they'd accept it...

Plus the barcode that's generated isn't permanent anyway, it changes day by day or sometimes more frequently! So the one that you get a picture of might not actually be all that useful to them anyway.

 

[Leyland Bus]

No worries! But still good luck as I say it can be a right pain.

Plus the barcode that's generated isn't permanent anyway, it changes day by day or sometimes more frequently! So the one that you get a picture of might not actually be all that useful to them anyway.

I thought as much, many thnaks for the help again, claim submitted, let's see..!